JKB0039
Summary :
The process describes the steps to be followed when a customer calls in to check on the reason for not able to place the order through the APP.
Note : Check the Account On Hold Dashboard to verify if the customer status has been moved to HOLD.
***If the customer is not in the list then follow regular troubleshooting process.
***If the customer is reflecting in the list then follow the below process.
Solution :
Customer name is showing up in the Account On Hold Dashboard , then :
Flow the Script - > Dear Sir we regret to inform you that due to the high rate of Returns/Cancellations your Jumbotail account has been moved to On Hold status by the system. Unfortunately, you will not be able to place orders through the app until further notice. However, you can continue to use our app to check the product prices.
If the customer asks till when this hold will last and from when can he place order in our app, then :
Flow the Script - > Sir there is no fixed time right now, however, the system will keep monitoring the return/ cancellation of each and every customer and move their account to On Hold status when the return/ cancellation Threshold is crossed. If the system accepts your request to place the order in the future then you will receive a message on your phone for activation. Until then you will not be able to place the order on the app.
If customer demand that we tell him how many times he has returned and cancelled, then :
Check the Account On Hold Dashboard to verify the details of customer Return/Cancellation before providing the information to the customer.
Important : Inform customers at the end of each call for any additional questions or require further clarification, please, do not hesitate to call us at +918880188801