MILKBA

Process Templates

Updates Tracker- MilkBasket Escalation Matrix

TATs NEW CIMS Addition Threatening cases

OB Sript Return Process-Goods Movemen

 MILKBASKET SOP

Template Abusive customer WOM Compliance

Important link Power statement Membership charge

Process CIMS movedNEFT

status
Process Call Back Process

ANF Script Membership Extention

 Offer Details

Fedderal Bank Offer

Suspicious customer details

Important Process clarifications

 Product Type Process for Suspicious customers

Order not delivered today

for below mentioned list Today we have not delivered the orders to the below mentioned society customers as
they were doing suspicious activity.
as customers are
suspicious Please note, the refund should not be processed to the mentioned customers in the
attached file.

We regret to inform you that we are unable to process your request at this time,
Templates needs to be as our system requires further verification. Please provide us some time while we
shared check the details with our internal teams. Your patience in this matter is highly
appreciated.

Tagging: Please tag these cases in OND

Also, please make sure the tickets that are being created in CIMS for OND are not
being closed, for now we will keep the CIMS ticket in this scenario open and in the
Important pointers comments section agents needs to mention "this is a suspicious customer, no need
to refund".

Moreover, please make sure while dealing with these customers we are nowhere
using the word "Suspicious" or anything similar to this word.

Update Date-7 Sep'23

Please refer to the below mentioned customer and do not process any refund.
The customer is suspicious.

Address: 356, Ground floor, maa kripa, sunder nagar main, sukhliya, Sukhlia,
Indore.
Suspicious customer (DO 3577, Floor 1, 357, sunder nagar main, hira nagar, Sukhlia, Indore
NOT PROCESS ANY 357, Floor 1, 357, sunder nagar main, hira nagar, Sukhlia, Indore
REFUND)
Please highlight immediately if you get any customer from "sunder nagar
main, hira nagar, Sukhlia, Indore"

Duplicate customer ID's

2981084, 2596449, 2364819, 2364988, 2365112, 2365219, 2365334

https://cims.milkbasket.com/index.html#/issue/18469103
These CIMS has been
closed under NO REFUND. https://cims.milkbasket.com/index.html#/issue/18468392
Do not process any refund https://cims.milkbasket.com/index.html#/issue/18468266

Please find the customer history below:

customer_name
customer_id
first_payment_Date
created_date
no_of_orders
 total_order_amount
Avg_monthly_order_amount
no_of_refunds
total_refund_amount
Avg_monthly_refund_amount
Refund %

Also, there are 5 duplicate accounts of this customer. please find the
history below:
customer_name
customer_id
first_payment_Date
created_date
no_of_orders
total_order_amount
Avg_monthly_order_amount
no_of_refunds
total_refund_amount
Avg_monthly_refund_amount
Refund%

29 Aug update
order_date cluster_name
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
 29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03
29-Aug-23 TNJ1 Rohini NC Cluster 03

Update date-29 Aug

cust_ids
2942368
2942369
2942389
3005525 Mention is the attached list of suspicious customers, please share this with the team that no refund will be processed fo
these customers.
3002697
3002672 Same response to be used till further update - We regret to inform you that we are unable to process your request at th
time, as our system requires further verification. Please provide us some time while we check the details with our intern
3002692 teams. Your patience in this matter is highly appreciated.
3002673
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 Update Date

HOME

29-Aug

rekha
2364886
12/25/2022
12/25/2022 16:58
24
 9190.7
2297.675
1
150
150
1.63%

mahesh lucky vartika janvi milkbasket user

2364819 2364988 2365112 2365219 2365334
12/25/2022 12/25/2022 12/25/2022 12/25/2022
12/25/2022 16:48 12/25/2022 17:17 12/25/2022 17:39 12/25/2022 17:56 12/25/2022 18:13
49 52 45 18
18133.5 16712 17309.19 5845
3626.7 4178 4327.2975 1948.333333
1 1
198 106.19
198 106.19
1.09% 0.00% 0.61% 0.00% #DIV/0!

society_name product_id product_name product_weight category_name

Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Baghban Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Baghban Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Baghban Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Baghban Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Baghban Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
 Upvan Apartment 45297 Amul Gold Full Cream Milk Pouch 1 LTR Milk
Upvan Apartment 26817 Frooti Mango Drink Pet 1.2 LTR Beverages
Upvan Apartment 61853 Appy Fizz Classic Apple Juice Drink 125ML Beverages
Upvan Apartment 61853 Appy Fizz Classic Apple Juice Drink 125ML Beverages
Upvan Apartment 50238 Kurkure Yummy Cheese Puffcorn 28 GM Snacks
Upvan Apartment 27031 Kurkure Masala Munch 47 GM Snacks
Upvan Apartment Axe
31558
Signature Dark Temptation No Gas Body Perfume
154 ML Personal Care
Upvan Apartment 19505 Limca 750 ML Beverages

am that no refund will be processed for

e unable to process your request at this

le we check the details with our internal
eciated.
subcategory_name order_id user_id scan quantity net_sale
Fresh Milk 167535565 3004919 4 4 264
Fresh Milk 167536031 3004910 4 4 264
Fresh Milk 167536151 3004908 4 4 264
Fresh Milk 167535769 3005518 4 4 264
Fresh Milk 167535500 3004927 4 4 264
Fresh Milk 167535534 3004915 4 4 264
Fresh Milk 167535983 3004913 4 4 264
Fresh Milk 167536043 3004912 4 4 264
Fresh Milk 167536069 3004904 4 4 264
Fresh Milk 167536101 3004903 4 4 264
Fresh Milk 167536137 3004906 4 4 264
Fresh Milk 167535705 3004900 4 4 264
Fresh Milk 167536062 3004911 4 4 264
Fresh Milk 167536080 3004905 4 4 264
Fresh Milk 167536125 3004909 4 4 264
Fresh Milk 167535677 3005523 4 4 264
Fresh Milk 167535684 3005524 4 4 264
Fresh Milk 167535843 3005507 4 4 264
Fresh Milk 167535921 3005499 4 4 264
Fresh Milk 167535728 3004901 4 4 264
Fresh Milk 167535493 3004916 4 4 264
 Fresh Milk 167535475 3004922 4 4 264
Juices & Concentrates 167535796 3004930 1 1 70
Aerated Drinks 167535796 3004930 4 4 40
Aerated Drinks 167535875 3004917 5 5 50
Chips & Popcorns 167535796 3004930 4 4 40
Chips & Popcorns 167535796 3004930 3 3 30
Deodorants & Talcum 167535875 3004917 1 1 201.5
Aerated Drinks 167535796 3004930 2 2 80
 We have extended the We have extended the membership
membership of 202 customers of 21 customers today. UPDATE
today. UPDATE DATE- 24 Aug'23 HOME DATE- 25 Aug'23
User ID Days User ID Days
448205 30 486636 30
954876 30 1484925 30
915868 30 2117916 30
2164804 30 638741 30
90664 30 730626 30
1525851 30 166916 30
53606 30 701132 30
1550110 30 107906 30
730041 30 112577 30
42461 30 996850 30
76140 30 615613 30
1782498 30 361686 30
2189186 30 22951 30
215784 30 669420 30
1009722 30 1798253 30
1576033 30 1686885 30
419693 30 743415 30
1142160 30 640719 30
2667922 30 1880106 30
1313390 30 64771 30
1397192 30 2413296 30
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142 30
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157100 30
13384 30
370599 30
2905394 30
1256958 30
301380 30
1576583 30
1215539 30
852192 30
1892726 30
2168455 30
2515392 30
2899686 30
1953419 30
2687951 30
68356 30
2767389 30
 134833 30
626574 30
154812 30
2774279 30
23501 30
612040 30
3789 30
1421654 30
557136 30
2794746 30
934845 30
1744475 30
1917463 30
2538220 30
2594039 30
 We have extended the membership of 10
customers today. UPDATE DATE- 29 Aug'23.

User ID Days
967366 30
1394923 30
2773180 30
2595732 30
437193 30
1506248 30
2764925 30
602519 30
358155 30
1047442 30
 Address Serviceable

Good morning/Good afternoon/Good evening, My name is Akash and I am calling from Milkbasket. this call is being
recorded for training and quality purposes.. Am I talking with Mr./Ms. Customer name?

Customer;- Yes

Advisor :- Is it the right time to speak with you?

Customer;- Yes

Advisor:- It is an address confirmation call. As I can check your order dated dd/mm of (mention product name) has not
been delivered to you due to address issues.

Could you help us with your complete address once so that we can check the same in our system.

Customer confirmed the address

Advisor - Thank you for confirming the details.

Paraphrase address again to the customer for confirmation

(Address Serviceable) As checked through the details your address has been registered with us in the correct format
and the orders will be delivered by 7 AM from tomorrow onwards.

Is there anything else I can assist you with?

Thankyou for giving your valuable time. Have a nice day.
 HOME

If customer have not placed any order yet

Advisor:- It is an address confirmation call as I can check you are
trying to create an account at MilkBasket App, but However facing an
issue with address updation.

Could you help us with your complete address once so that we can
check the same in our system and update it for you.
 Address Not Serviceable

Good morning/Good afternoon/Good evening, My name is Akash and I am calling from Milkbasket. this call is being
recorded for training and quality purposes.. Am I talking with Mr./Ms. Customer name?

Customer;- Yes

Advisor :- Is it the right time to speak with you?

Customer;- Yes

Advisor:- It is an address confirmation call. As I can check your order dated dd/mm of (mention product name) has not
been delivered to you due to address issues.

Could you help us with your complete address once so that we can check the same in our system.

Customer confirmed the address

Advisor - Thank you for confirming the details.

Paraphrase address again to the customer for confirmation

(If the address is non-serviceable ) I am sorry but we are not servicing in the mentioned address as of now.

We have shared the request to deliver at the mentioned address with the concerned team and I'm sure they are working
on the details to expand soon.

Thanks again for showing your interest in Milkbasket.

Is there anything else I can assist you with?

Thankyou for giving your valuable time. Have a nice day.
Home

If Customer want account closure

(If the address is non-serviceable and the customer asked to close the account)- As I can check your address is non-
serviceable so I am initiating a request for account closure you will get your wallet balance in your source account within
9-12 business days Please be informed that any cashback associated with the account is nonrefundable.

Hindi translations

Kya yeh aapse baat karne ka sahi samay hai.

Yeh aapke address ki confirmation call hai, jaisa ki main check kar pa raha/rahi hun aapa order date
dd/mm ka (Product name) aapko nai mil paaya hai kyunki aapka address correctly updted nahi tha
Please apna complete address confirm kara den

Aapka correct address hamaare paas register ho gaya hai ab aapke order ki delivery kal se start jo
jaayegi jo ki subah 7 baje tak aapke door step tak kar di jaayegi

Maafi chahungi lekin abi aapka address serviceable nahi hai, humne details apni concern team ke
saath share kar li hai jaise hi yeh address serviceable hoga aapko notification di jaayegi uske baad
aap yeh suvidha le sakte hain.

Milkbasekt se judne ke lea dhanyawaad

iske aage main aapki aur koi sahayata kar sakti hun

apna keemti samay dene ke lea dhanyawaad aapka din shubh ho

Yeh aapke address ki confirmation call hai, jaisa ki main check kar pa raha/rahi hu, apka address
correctly updted nahi hua hai
Please apna complete address confirm kara den
Address format which agent need to update in his data
It would be helpful if you could share your complete address as follows in order to check your
address serviceability:
➤ City Name:
➤ Society Name:
➤ Flat No:
➤ Floor No.:
➤ Tower Number:
➤ Location:
➤ Pin code:
 Note- 1-Image will be mandatory on all color codes irrespective of amount. If in case customer is no
HOME Thisunable
availability of the pictures due to this we are updateto
is forward
applicable for all
your citiesrequest
return under only returnab
at this time
next time for such issues so that we can internally investigate and preve

Day 0 (The day

on which
Chat/Email Color Code Image Day 1
Return is
Requested)

Customer contacting us
Image
No Refund - on Chat/Email (Items
Green/Yellow Mandatory.
Return Only Inform were kept outside).
Customer - No Refund to
Request about return Probe customer to keep
Return be processed
process the item outside for next
without image
day pickup

Customer contacting us
Image
No Refund - on Chat/Email (Items
Green Mandatory.
Return Only Inform were not kept outside)
Customer - No Refund to
Request about return Probe customer to keep
Return be processed
process the item outside for next
without image
day pick up

Customer contacting us
Image
No Refund - on Chat/Email (Items
Red Mandatory.
Return Only Inform were kept outside).
Customer - No Refund to
Request about return Probe customer to keep
Return be processed
process the item outside for next
without image
day pickup

Customer contacting us
Image
No Refund - on Chat/Email (Items
Red/Yellow Mandatory.
Return Only Inform were not kept outside)
Customer - No Refund to
Request about return Probe customer to keep
Return be processed
process the item outside for next
without image
day pick up
 amount. If in case customer is not providing images, a refund will not be provided.
e for all
your citiesrequest
return under only returnable
at this cases
time. We request you to kindly save the pictures from
nternally investigate and prevent such issues in the future.

SAF - OPS
Action Day 2 Action (Product not Color Code Day 2 Action
found tag)

Reopen
Process
SAF (2 attempt Customer contacting us ticket,
Refund -
done- not Green/Yellow on chat/email (Items were process
Fill
NA NA collected and Customer - kept outside) Probe refund
Tracker -
ticket closed in Return customer to keep the item and mark
Raise to
no refund ) for future returns. as
OPS
resolved.

No
Refund -
No Customer contacting us
SAF (2 attempt Customer contacting us Fresh
Refund - on Chat/Email (Items
done- not Green on chat/email (Items were Return
Fill were not kept outside) Process
collected and Customer - not kept outside) Probe Request -
Tracker - Probe customer to keep Refund
ticket closed in Return customer to keep the item Fill
Raise to the item for future
no refund ) for future returns. Tracker -
OPS returns.
Raise to
OPS

No
Refund -
No Customer contacting us
SAF (2 attempt Customer contacting us Fresh
Refund - on Chat/Email (Items
done- not on chat/email (Items were Return
Fill were kept outside). Process Red Customer -
collected and kept outside) Probe Request -
Tracker - Probe customer to keep Refund Return
ticket closed in customer to keep the item Fill
Raise to the item for future
no refund ) for future returns. Tracker -
OPS returns.
Raise to
OPS

No
Refund -
No Customer contacting us
No SAF (2 attempt Customer contacting us Fresh
Refund - on Chat/Email (Items
Refund - done- not Red/Yellow on chat/email (Items were Return
Fill were not kept outside)
Fresh collected and Customer - not kept outside) Probe Request -
Tracker - Probe customer to keep
Return ticket closed in Return customer to keep the item Fill
Raise to the item outside for next
Request no refund ) for future returns. Tracker -
OPS day pick up
Raise to
OPS
 Questions
As per the last clarification email while raising
any CIMS for regular/multiple instances of
complaint a email to MB team was also asked
to send however by sending those emails we
got the revert as "raise relevant CIMS by
complete remarks" which we are doing
anyways before sharing email. Please see If
you relook at the same process as there is no
point marking the emails. If its critical as per
escalation matrix we will surely email is

We have observed that while providing a

refund for partial delivery , OTDF fees also get
refunded automatically which is not as per
usual process. Kindly check and update us as
we are denying the refund of OTDF if a
customer asked the same over chat while
complaining for partial delivery.

We are receiving many chats where recurring

orders get removed due to
insufficient balance and customers have
recharged before midnight ( after 9 pm) -
Kindly provide the information on this
complete process as we need to inform
customers about technical issues or
insufficient balance. For tomorrow's order
currently we are confirming availability issue
and we inform customer to manually add the
same or we do it for him if he wish so,
however here customer next day get irated
for not receiving the subscribe to save
cashback

Scenario - Received partial delivery case

within TAT (before 7am) in admin order is
showing delivered however customer is
complaining that he has not received one
product out of complete order. Please
confirm should we continue the handling as
per partial delivery before 7 am or we need
to ask the customer to wait till 7am.

On chat during OND cases we do share

addresses with customers in some cases to
inform them that as per records order is
delivered to this address. Kindly confirm if we
can do so

During availability scenario customers get

adamant for membership refund for that
particular day we try to pacify him but in
maximum cases customers get very irate
about it. Please help in these scenarios. -
Scenario-1- Customer contacted for order not
delivered issue and went offline post sharing
his concern. As per our system, order is
showing delivered (irrespective of POD
availability). Do we need to arrange a callback
here or we can just put chat on WOU after
asking the customer to check in the
surrounding and then close it post waiting for
1 hour.

Scenario-3- Under all WOM cases, we are just

mentioning resolution, chat closing and C-sat
script at the time of chat closure, post getting
revert from respective team. Do we also need
to mention things like IRC or further
assistance?
 Responses HOME

Email is not required on every instance. Process of raising the issue over email
is to be strictly followed where the customer is raising the same issue
repeatedly for which the service CIMS has also been raised in the past but
there is no proper action taken by the relevant team.

Always share the cases for reference to validate your query. WIth that being
said, ideally, OTDF gets refunded when all the items are refunded under the
partial delivery. For example - If a customer has ordered 5 items and all 5
have been refunded separately, under the partial delivery only, then the
OTDF will also get refunded. Please share the case if you see otherwise. Also,
we will strictly deny the refund of the OTDF amount in case of partial
delivery.

We will inform you that the item got removed due to availability issue only. If
customer is not happy about missing out on the S2S offer benefit, then we
will just apologize and inform them that we will try to avoid such instances in
the future.

We will initially first ask the customer to wait till 7 a.m. and keep the chat on
waiting for me till 7 and reconfirm again whether the item has been delivered
or not. If the customer is still adamant, then we will have to refund the
product after checking the relevant account details as per the SOP.

We should refrain from proactively informing the address where the order
got delivered and rather probe the customer to confirm the address on the
account.

Firstly, we will inform, that the membership can't be refunded or extended. If

a customer is too adamant and asks for a refund only, we can refund for a day
or two post approval from the manager
 It always depends on the time when the customer is reaching out and
complaining that the order was not delivered. For eg. - If a customer is coming
@10am and complaining about OND, there is no point in arranging a callback
and the agent shall refund the amount based on customer history and after
following the mandatory checks. But if a customer is reaching out around 7 or
6:30am and the order status shows delivered, then the agent shall inform to
check the surroundings and keep the chat on waiting on user. Callback is not
required in any case.

FA is irrelevant in such cases. We are already saying, "I hope we were able to
resolve your query, please reach out for any further query/concern in the
future." or something similar which is already documented which suffices the
closure.
Update date-29 Aug
 Federal Bank Debit Card Offer
Offer Details

Offer Title - Get 10% cashback upto ₹500

using Federal Bank Debit Cards, Minimum Transaction of ₹2500, Once per
User

Offer Start Date - 10th July 2023

Offer End Date - 31st July 2023

Type - Internal

Cashback Bucket - Federal Bank Offer July

Mode - Debit Card

Federal Bank Credit Card Offer

Offer Details

Get 10% cashback upto ₹500 using Federal Bank Credit Cards, Minimum
Transaction of ₹2500, Once per User

Offer Start Date - 10th July 2023

Offer End Date - 31st July 2023

Type - Internal

Cashback Bucket - Federal Bank Offer July

Mode -Credit card

Federal Bank Debit Card Offer
Offer T&C

1. Get 10% cashback upto Rs. 500 to Milkbasket wallet

2. Minimum transaction value is Rs.2500

3. Offer is valid from 10 July 2023 to 31 July 2023

4. Offer is applicable once per user per month during the offer period

5. No Promocode is required

6. Applicable on Federal Bank Debit Cards only

7. Offer is valid only on the following Debit Card bins - 404834, 450478, 457474, 461134, 468756, 484762,
484763, 515630, 532711, 555942, 555915, 607165, 607322, 652181, 453795, 469353.

8. Federal Bank and MilkBasket reserves the right to withdraw, modify or replace this offer with another offer at
any time without prior notice and the same is at the sole discretion of the company.

9. This offer cannot be combined with any other payment offer.

10. By availing this offer, it is deemed that the customer has agreed to all the terms & conditions mentioned
herein

Federal Bank Credit Card Offer

Offer T&C

1. Get 10% cashback upto Rs. 500 to Milkbasket wallet

2. Minimum transaction value is Rs.2500

3. Offer is valid from 10 July 2023 to 31 July 2023

4. Offer is applicable once per user per month during the offer period

5. No Promocode is required

6. Applicable on Federal Bank Credit Cards only

7. Offer is valid only on the following Credit Card bins - 536881, 555598, 540564, 451458, 468798, 467741,
356138.

8. Federal Bank and MilkBasket reserves the right to withdraw, modify or replace this offer with another offer at
any time without prior notice and the same is at the sole discretion of the company.

9. This offer cannot be combined with any other payment offer.

10. By availing this offer, it is deemed that the customer has agreed to all the terms & conditions mentioned
herein
HOME
 Collaterals/Campaign/
Flag Invite Code City
Brand/Agency

Active MB100 Offline Activation All

Milk5

Active All
Freemilk for
5 Days

Flag Invite Code Colletrals/Campaign/Brand/Agency Pincodes

Ahmedabad - 382424, 380058, 382481, 380015

Bangalore - 560066, 560037, 560100, 560067
Active MB125 Specific to 4 pin codes each in 5 c Gurgaon - 122001, 122002, 122018, 122003
Indore - 452010, 452016, 452001, 452012
Pune - 411021, 411027, 411033, 411057
 Benefits Target Group

*100% cashback across all categories for 5

days (upto Rs 100) Unpaid non duplicate users
*Max Cashbach can be earned per day is Rs (New Users)
20

Rs. 100 cashback on 5 days of Milk orders* -

City Benefits

Ahmedabad, Bangalore, Gurgaon, Indore, Pune Get INR. 125 off on Daily groceries
 Terms & Conditions

⫸Offer valid only for unpaid customers on first wallet top-up

⫸ Offer not applicable on already Active registered address
⫸ Offer applicable only once per user
⫸ Get 100% cashback on all categories in the first 5 days from the
first top-up (Max up to Rs.100).
⫸ Earned cashback (upto Rs 100) will be added on the 7th day from
the date of the first top-up
⫸ Max Cashback that can be earned per day is Rs 20
⫸ Cashback is non-transferable and will not be transferred to the bank
source account in case of account closure
⫸ The minimum order value should be Rs.150 per day to valid this
offer.

1. Get cashback of Rs 100 on fresh milk orders for first 5

days from the date of first wallet topup on using the
code
2. Maximum daily cashback limit of Rs 20
3. Cashback will be credited within 72 hours of the expiry
of the code pass.
4. Offer valid for new users only
5. Cashback is non-transferable and will not be
transferred to bank source account in case of account
closure.

Target Group

New users (Upaid, Non-registered)

 Validity

Valid till 30th Jun 2023

Terms & Conditions

Coupon Terms:
1. The coupons are applicable only to new users only. Existing users/registered users will not be able to redeem this offer.
2. Coupon cashback of Rs.25 is applicable with minimum order value of Rs.150 per order and is applicable across categories.
3. The coupon cashback can be availed for 5 orders by the new user. The coupon cannot be combined with any other offer.
4. Offer Valid for orders till 11 August 2023,
5. Cashback will be credited on 12th day from the date of first topup. Cashback is non-transferable and will not be transferred to a bank/source account in case of ac
6. Offer not applicable on an already active registered address.
7. Milkbasket retains the right to change the coupon policy at any time before or after the coupon is claimed by the user and all payouts for new users will be in accor
policy.
8. For any grievance and information, please reach out to support at hello@milkbasket.com
HOME
HOME
 WOM scenario List
1 Reusable Bags ( Eligible Customer- Bag not delivered )
2 Notification sent for Reusable bag & customer not eligible
3 Bag torn - Adamant Customer( edge cases)
4 Address Mismatch / Tower addition/ Pin Code Mismatch
5 Service Related Concern ( Adamant Customer)
6 DE Feedback
7 ( BAU situation chats not to be as WOM)

Scenario

Reusable Bags ( Eligible Customer- Bag not delivered )

Notification sent for Reusable bag & customer not eligible

Bag torn - Adamant Customer( edge cases)

Address Mismatch / Tower addition/ Pin Code Mismatch

Service-Related Concern ( Adamant Customer)

DE Feedback

( BAU situation chats not to be as WOM)

 New process - approved by MB team
To be sent over email to MB team & chat can be closed right away
To be sent over an email & chat can be closed right away
To be sent over an email to MB team & chat can be closed right away
Chat can be closed - except delivery issues - due to pin code or tower addition
Chat to be closed - except If the customer is asking to keep the chat open
Chat to be closed - except If the customer is asking to keep the chat open
Chat to be closed - except If the customer is asking to keep the chat open

Description

In case the customer is eligible and the customer is going to receive the bag.

First attempt

Send if the customer does not agree with the first attempt else not required I
Send if the customer does not agree with a second attempt or else not required
 Home

B team

only resolution message to

be sent to the customer post
WOM parking, daily follow-
up process to be stopped.

Template

We have escalated your concern

regarding the reusable bag to be
delivered and our dedicated team
is working on it. We’re prioritizing
your request, and I will make sure
this issue will be resolved soon.
Thanks for your patience!

I am highlighting your issue

instantly as sturdy feedback to
our concerned team. Please be
rest assured. They will surely do
the needful regarding your
concern.

I am truly sorry for the

inconvenience this has caused
you. We take your concern
seriously and this is not what we
want you or another customer to
experience; hence, will pass this
on as strong feedback to the
relevant team.
 I certainly understand your
dissatisfaction with this. Let me
note this down and pass it on as
strong feedback to make sure this
is not repeated in the future. We
appreciate you letting us know
about this.
 Scenario Template Option 1
Template for: if customer Hello "Customer Name" . Thank you for contacting -
didnt provide concern to Milkbasket customer support team.
the bot How can I assist you today?
Template for: if customer Hello "Customer Name" . Thank you for contacting -
provided concern to the Milkbasket customer support team.
bot I will be happy to assist you related to (Query)

Hello! We understand that you may be facing language

barriers while communicating with us. Our customer service
Template for: Customer Language team can assist you in overcoming these challenges. Please let -
issues us know which language you prefer to communicate in, and we
will do our best to accommodate your needs. Thank you for
choosing Milkbasket, and we look forward to helping you.

Template for: Customer Name We request you to kindly provide us with the name associated
Confirmation (If name not available) with your account. Or

Hold1
Can/May I please put the chat on hold for 1-2
Minutes while I check this detail further? Moreover, if in case customer
“Customer Name” it's taking a little longer to search put the chat on hold and simp
Hold 2 the details, would it be fine if I put the chat on hold desired resol
again for 1-2 minutes.

Unhold
Thank you for waiting! I’m here now. Please excuse
me for the brief hold.

I hope I was able to resolve all your queries today? IRC is not mandato

I hope I was able to answer all your questions today?

IRC is not to be done in those sc
Issue Resolution Confirmation- Use proactively agreed on
any 1

I hope I was able to address all your concerns today?

For example: Ok thanks, great, tha
(Can be N/A only

Is there anything else that I can assist you with?​

Is there any other question that I may answer for you today?
Heat Check / Further Assistance- Use
any 1 Please let me know if you have any further questions or need
assistance.
Is there any other query that I can help you with today?
 Closure
Thank you for connecting with us. For any further assistance, feel free After providing the resolution w
to chat with us again or you can email us at “hello@milkbasket.com”. 1m

I hope I was able to resolve your issue and provide you with the
Survey necessary information. Please take a moment to rate your
experience, with this conversation.

User coming from 'Waiting on Welcome Back, I will be more than glad to assist you with the
User' ongoing issue or if you need assistance with another issue.
Welcome Back, I will be more than glad to update you with the
User coming from 'Waiting on Me'
ongoing issue or if you need assistance with another issue.

Basis / Scenarios (Cx is typing but not responding on

S.no Template
chat)
In case cx has not shared a query but has seen all the
1
salutation and probing messages and still typing.
In case cx has checked the resolution but it is showing As it shows that you are typing, howe
2
typing for more than a minute, cx did not respond. have not received any intimation from
Cases where cx is active on chat post-IRC and Heat end. Please share your concern for be
3 assistance.
check.
In the case where the agent asked to elaborate and
4
asked for information. But cx kept on typing.
 Template Option 2
Home
-

Before proceeding further, I

request you to kindly provide us
with your name.

oreover, if in case customer denies for the hold, we will not

put the chat on hold and simply help the customer with the
desired resolution quickly.

IRC is not mandatory for every contact

IRC is not to be done in those scenarios where the customer has
proactively agreed on the resolution shared

r example: Ok thanks, great, thanks, cool, fine or shows acceptance

(Can be N/A only in this scenario)
ter providing the resolution we need to close the chat within
1 mins.

Template

s it shows that you are typing, however, I

ave not received any intimation from your
nd. Please share your concern for better
assistance.
 Membership Charges (WIP) Updated on 15 Apr'23

Verloop (Bot)

With your Milkbasket membership, you can enjoy unlimited FREE deliveries from Milkbasket for a period of 30 da
also be no minimum order value limit - which means that you can order a single packet of milk or your whole week’

The membership fee is Rs 149+GST (Rs 175.82), which is non-refundable and will be added to your first order after
membership.

If you do not wish to renew your membership, just go to the ‘i’ button on your basket page to remove the membersh
expiry of your ongoing free or paid 30-day membership period. You can opt for a per-delivery fee of Rs 15 instead a
delivery.

Changes w.e.f Mar 15, 2023

Monthly Membership Charges increasing to 149+18% GST (149+26.82=175.82).

Free trial is reduced from 90 days to 30 days for all the new users w.e.f March 06 2023
Introducing Delivery Fee@Rs15 (inclusive GST) for Milkbasket non frequent users. This will be charged whenever
Communication for changes in Membership Charges & delivery Fees will be done starting April 13th, 2023 to all th

Membership Charges

Milkbasket is a membership service that allows you to order from more than 9000+ grocery and essential products a

As a Milkbasket member, you will be charged Rs.149 (plus GST) for a period of 30 days. Post the expiry of 30 days
order next.

With the monthly membership, you can order absolutely anything from Milkbasket every day, no minimum order, n

Delivery Fee @15

Milkbasket is a membership service that allows you to order from more than 9000+ grocery and essential products

With Delivery Fee, You only have to pay delivery fee whenever you place an

Additionally, Delivery Fee will be waived off in case the order amount is equal to

FAQ’s
 (Information for better understanding - these are not advisable to use in communication with customer

Query Info

Yes, once the free trial or membership exp

a customer adds items in the basket, Mo
Can customers set preference for Monthly Membership or Delivery Fees?
automatically. Customers do have a choic
for a Deliver

Are we going to adjust days in case of no delivery due to operational challenges or Case needs to be escalated to the MB team
holiday? hours. (No commitments t

Monthly membership days stay as it is wi

In case of closure what will happen to remaining days of monthly membership? Are
by doing top up and placing orders. Memb
we going to refund for the remaining days?
d

In case the address is Non serviceable, M

What will happen to monthly membership in case the customer address is Non
entire wallet balance will be refunded
serviceable?
applicable after free trial has exhaust

If order value is reduced below 400 due to unavailability then how Delivery fee Case needs to be escalated to the MB team
charged? (Goes for recurring as well)? hours. (No commitments t

No, Once membership is started it w

In case of no order placed by the customer for ‘N’ days then membership will be
membership charges of Rs.149 (plus G
extended for ‘N’ days?
wallet, whenever yo
Invoice will have Delivery Fee details along with GST? Invoice for Monthly Case needs to be escalated to the MB team
Membership? hours. (No commitments t

Milkbasket is a membership service tha

grocery and essential products and get

How does the Milkbasket membership work? As a Milkbasket member, you will be cha
the expiry of 30 days, your membershi

With the monthly membership, you can

every day, no minimum

As a new user, you get 30 days free

Your trial period beginswith the first

I'm a new user. How can I experience Milkbasket services? Is there a free trial period period,membership charges of Rs. 175.82
for new users? whenever you p

Order everything you need from groceries

AM th
 Milkbasket membership charges will be d
I am currently on a free trial. When will I be charged a membership?
your next order, after the ex

No, membership charges are seamlessly de

Can I pay for more than one month at a time?
after the expiry of your

Where can I see the payment details for my membership charges? You can view your transact

Is GST applicable on membership charges? Yes, 18% GST i.e. Rs.26.82, is appl
 HOME

sket for a period of 30 days by paying a nominal membership fee. There will
milk or your whole week’s grocery all at once at no extra cost.

ed to your first order after the expiry of your ongoing paid or free

to remove the membership fee that is added to your first order after the
ery fee of Rs 15 instead and continue enjoying Milkbasket's silent 7 AM

will be charged whenever a customer is placing an order and does not have/op
April 13th, 2023 to all the users.

y and essential products and get them delivered at your doorstep by 7 AM.

Post the expiry of 30 days, your membership period renews, whenever you

ay, no minimum order, no delivery charges!

ery and essential products and get them delivered at your doorstep by 7 AM.

ee whenever you place an order with us.

order amount is equal to or greater than 400.

 unication with customer without support approval on template)

Information

free trial or membership expires (which happens every 30 days) whenever

adds items in the basket, Monthly Membership gets added in the basket
Customers do have a choice to either continue with it or remove it to opt
for a Delivery Fee on orders.

be escalated to the MB team on priority. Will ask the customer to wait 24

hours. (No commitments to be made with the customers)

mbership days stay as it is with the existing end date. Customers can use it
up and placing orders. Membership will not be refunded for the remaining
days.

ddress is Non serviceable, Monthly membership will be refunded and the

let balance will be refunded to the customer's source account. (this is
e after free trial has exhausted and customer has moved to a NS area)

be escalated to the MB team on priority. Will ask the customer to wait 24

hours. (No commitments to be made with the customers)

e membership is started it will be valid for 30 days. After the expiry ,

p charges of Rs.149 (plus GST) will be deducted from your Milkbasket
wallet, whenever you place your next order.
be escalated to the MB team on priority. Will ask the customer to wait 72
hours. (No commitments to be made with the customers)

is a membership service that allows you to order from more than 9000+
d essential products and get them delivered at your doorstep by 7 AM.

ket member, you will be charged Rs. 175.82 for a period of 30 days. Post
of 30 days, your membership period renews, whenever you order next.

onthly membership, you can order absolutely anything from Milkbasket

every day, no minimum order, no delivery charges!

w user, you get 30 days free trials for free and a smooth experience.

period beginswith the first order. After the expiry of the 30 days trial
rship charges of Rs. 175.82 will be deducted from yourMilkbasket wallet,
whenever you place your next order.

ng you need from groceries to gardening, and have it delivered to you by 7

AM the next day.
embership charges will be deducted from your wallet whenever you place
your next order, after the expiry of your 30 days trial period.

ip charges are seamlessly deducted from your wallet with your next order,
after the expiry of your 30 days membership period.

You can view your transaction details on the Menu option.

% GST i.e. Rs.26.82, is applicable on monthly membership charges.

S No Scenario TAT Ticket closure TAT
1 Callback Tickets 2-4 hours 6 Hours

Real-time closure except Call back, Partial wallet refund and Account Retention in
2 OR, NOR & SR NOR Scenarios, Service Related all tickets are real-time closure or assign to ops 24 Hours
3 Ops Assigned SR & Returns assign to ops and highlight if repeat custom after 24 hours 48 Hours

4 Account Closure 9-12 business days 9-12 Days

 Query: Simply use query CIMS where customers ask for general information and the same is bein
Home

Issue: Use Issue CIMS in case the customer is not able to avail the offer due to any issue and the customer

Use in case of query Description Use in case of issue

Where a customer comes and probes for
Cashback Related Query getting the benefit of the offer within Cashback Not Received
TAT.
Where a customer comes and probes for
getting the benefit of the invite code
within TAT.
Promotional Offer Query Promotional Offer

For referral use (Referral Amount not

received) for all types of case
Where a customer comes and probes for
Value Pass Query getting the benefit of the value pass Value pass
within TAT.

Anything related to subscribe and save

Subscribe to Save Subscribe to Save
offer

Sub-Category Description For Use

When customer is contacting
regarding consumable bag not Close these tickets, if
DWC Bags Issue delivered (check the society list customer has highlighted
shared by Team Leader for the issue
eligibility)

DE Asking to revoke Where DE is contacting the customer Customer Complaining for

issue regarding order related issue raised DE Behaviour
eral information and the same is being shared in real-time and nowhere it is being escalated.

er due to any issue and the customer availed the offer but cashback is not processed even after TAT.

Description Category
Where cashback is not added to
customer wallet even after TAT or issue Non - Order
arise from MB’s end

Where cashback is not added to

customer wallet even after TAT or issue Non - Order
arise from MB’s end

Where cashback is not added to

customer wallet even after TAT or issue Non - Order
arise from MB’s end
Where cashback is not added to
customer wallet even after TAT or issue Non - Order
arise from MB’s end

Category

Non Order

Service Related
Home
TICKET - CIMS MOVED STATUS

CIMS TICKET (Ticket 1) - REFUND PROCESSED BY SYSTEM - REFUND REVOKED BY CUSTOMER

1-REFUND needs to be done after connecting with customers for any actual

2-CIMS Ticket 1 will be closed in No refund with comment.

3-CIMS TICKET (Ticket 2) - Needs to be created by advisor - refund as per the requirement
 Escalation Matrix

Callback scenario -

If customer is connecting with us 3rd time for same issue then we need to provide resolution and highlight same to TL. Also
 Escalation Matrix
1- Unseen messages- single tick , No blue tick
v I phone user have not seen membership informaiton.
v Providing T&C of offers
v Irate customers not read message
v Offer/Cashback related information not seen (value pass related information or TAT)
v Any critical information not seen by customer
v Refund Revoke cases
2-All Potential escalation cases ( threatening for social media, adamant customer asking for callback,
using words like fraud, fake, cheater, harassment, escalate to CEO etc)
Note:- Chat Team- Mandate to mention verloop chat ID under remarks on every callback CIMS.
Note-Outcall Team- While checking the chat details before callback, if blue ticks are there over chat
than no callback required. We can close the callback CIMS with remarks – “Customer read the message
so no callback required.”
Unseen messages- No callback required scenarios
v Address check/Updation
v Refund initiated through CIMS (OND, PD, Spoiled, Damaged)
v Delay delivery
v Account closure
v if customer is comparing brands. (Only arrange call back if fall in any other above written scenarios
v Cases where we have shared TAT (except value pass and promotional offers TAT)

ting with us 3rd time for same issue then we need to provide resolution and highlight same to TL. Also, arrange callback.
TL needs to highlight to MB team if case of any support required
Home
 Home
“Waiting on User”
Where advisor is unable to answer/resolve customer query/issue with the available information and furth
required from customer’s end to resolve the issue.

All the “waiting on user” will be closed in the same shift by the advisors.

Shift timing Minimum Wait Time Frame

00:00 - 08:00 60 Minutes
08:00 - 08:30 30 Minutes
08:30 - 09:00 15 Minutes

Closing Template

Non responsive chat template Jul 18, 2022

As we did not hear anything from you, we would need to close this chat session for now. If you need any
we are at your service. Have a good day!
We have not heard anything from you for a while, we would need to close this chat session for now. If yo
assistance, we are at your service. Have a good day!

Looks like you are busy. We would need to close this chat session for now. Please connect with us. We wil
Don't use these 2 you. Have a nice day!
template in last
hour of shift It seems you are busy, we would need to close this chat session for now. If you need any further assistance
assist you. Have a great day!
 e information and further input

or now. If you need any further assistance,

!
at session for now. If you need any further
d day!

connect with us. We will be happy to assist

ed any further assistance, we will be glad to

Home
OPENING/CLOSING DELAY DELIVERY OND

FREE SAMPLE NOT DELIVERED

ADDITION OF A PRODUCTElaborateApologyAssurence
NOT AVAILABLE ON APP

DELIVERY INSTRUCTION
SUBSCRIPTION CHARGE ACCOUNT CLOSURE

COUPON CODE REFERRAL TRANSACTION

Holiday Templates of big saving days Recurring

Account creation limit Templates

SPOILED DELIVERY/Expired/Near to expire/Damaged/Bad
PARTIAL DELIVERY Quality/Wrong
EXTRA ITEM DELIVERED
Product
Order
Received/Wrong
by Mistake order received

Call back ADDING TO BASKET OUT OF STOCK Genuine Products/Escalations

ADDRESS SERVICEABILITY MB BAG PICKUP FEEDBACK RESPONSE

CASHBACK OFFER

Offer Related Templates- customer Troubleshooting

not responding steps
Near
(Android
to Expire
& Product
IOS)

Convincing Statements Value Pass Partial Wallet Refund

Ggn ongoing operational issues
 Issue
Error reflecting due to UDID
issue
Error reflecting due to address
duplicity
 Templates Home
Would like to inform you, as you have reached the account creation limit of 2 Accounts on
1 Device, you'll not be able to further create more accounts on this device.
Dear customer, as there's already an account on the same address, you'll not be able to
proceed further with this as there's a limitation on this.
 Gurgaon delivery issue-Templates

VOC

Why is my product not delivered ?

Will you deliver my product tomorrow ?

Do extend my membership.

Cx complained you should have informed prior in this case.

Customer reaches out to confirm if the product will be

delivered or not:

Customers reach out to confirm if their area is affected or

not:
Customer reaches out to confirm why their basket is
removed:
Gurgaon delivery issue-Templates

Templates

We regret to inform you that, unfortunately, your order could not be delivered
today due to ongoing issues.
We understand the inconvenience this may have caused, and we sincerely
apologize for the disruption in our service.
Rest assured, we are constantly checking if the situation is resolved and will
update you promptly. Your satisfaction is of the utmost importance to us, and
we are committed to ensuring a seamless and prompt delivery of your order
once the situation stabilizes.

We understand your eagerness to receive your order. We will surely keep you
posted regarding your order's delivery by tomorrow. We sincerely appreciate
your patience and understanding.

I have immediately escalated this to our concerned team, and they are working
diligently to investigate and address the issue appropriately. Your feedback is
crucial to us, and we are committed to finding a satisfactory resolution.

I kindly request your patience and understanding during this process. Within
the next 24 hours, we will thoroughly assess the situation and update you on
the progress made.
If customer is adamant and insisting for Membership extension, share 24 hours TAT and
escalate over email

We sincerely apologize for any inconvenience this may have caused. We

understand the importance of timely notifications and regret that our message
was not received on your end as expected. Our team will work diligently to
ensure better communication and avoid any such issues in the future. Thank
you for your understanding.

We apologize for any inconvenience. Due to ongoing operational issues, we're

uncertain about delivery timelines. We are constantly checking if the situation is
resolved and will update you promptly. Your satisfaction is our priority, and we
appreciate your understanding during this challenging time.

We apologize for any uncertainty, but we cannot confirm if your area is affected
by the current situation. Nevertheless, we'll make every effort to deliver your
product promptly and keep you updated throughout the process. Your
satisfaction is our priority, and we appreciate your understanding
 Due to the ongoing circumstances, we regret to inform you that we are unable
to fulfill deliveries at this time. As a result, we have removed the items from your
basket. We apologize for any inconvenience caused and hope to resume
regular services as soon as possible. Thank you for your understanding.
 Cluster ID

Due to some unforeseen operational challenges, we are unable to deliver

the orders in below mentioned clusters of GGN01. Baskets for the below
mentioned clusters are being removed and communications regarding the
same are also being sent to the customers regarding the same.
2404

2405
Tagging for Non-Delivery cases would be done under "Out of Stock"
as their baskets would be removed. For late deliveries it will be
"Delay in Delivery". 2406

2407

2408

537

65

616

789

2403
 446
2148
40
59
66
1917
36
536
565
 Home
Cluster Name Area

GGN01 Cluster NC 106 Bhiwadi

GGN01 Cluster NC 110 Bhiwadi

GGN01 Cluster NC 114 Bhiwadi

GGN01 Cluster NC 115 Bhiwadi

GGN01 Cluster NC 125 Bhiwadi

RJ Cluster 99 Bhiwadi

RJ Cluster 106 Bhiwadi

RJ Cluster 114 Bhiwadi

RJ Cluster 126 Bhiwadi

GGN01 Cluster NC 99 Bhiwadi

 GGN01 Cluster 110 Bhiwadi
GGN01 Cluster NC 36 IMT Manesar
GGN01 Cluster NC 40 IMT Manesar
GGN01 Cluster NC 59 IMT Manesar
GGN01 Cluster NC 66A IMT Manesar
GGN01 Cluster NC 66B IMT Manesar
GGN01 Cluster 36 IMT Manesar
GGN01 Cluster 98 IMT Manesar
GGN01 Cluster 102 Sohn
 Concern

Customer contacted for

Partial wallet refund.

Customers still want the

refund (agent response )

Account closure templates will be followed after this template

On first ask of customer only share steps of account closure. If customer ask you to do it for h
account closure on admin.

Account Closure Template

In case we are only sharing

closing steps with the
customer.
 Templates

Unfortunately, your request for a refund in the source account cannot be processed at
this moment. As Milkbasket is not providing such a facility.

I regret to inform you that in order to receive your Milkbasket wallet balance in your
source account you need to go for account closure.

Account closure templates will be followed after this template

of customer only share steps of account closure. If customer ask you to do it for him than only raise
account closure on admin.

Dear Customer, we have raised your account closure request with your confirmation.
Kindly be informed that only the Wallet balance will be refunded to your source account
within 9 to 12 business days, after closure and any cashback amount associated with the
account is non-refundable.

Kindly be informed that only the Wallet balance will be refunded to your source account
within 9 to 12 business days after closure and any cashback amount associated with the
account is non-refundable.

We apologise for the experience and will love to get a chance to serve you better if you
allow us to. Kindly top up your account again for reactivation after 24 to 48 hours of
account closure.
 HOME
Action
Customer agreed - closed query
will be raised under partial
wallet refund cims.)

u to do it for him than only raise

(A closed query will be

raised under partial wallet
refund and account closure will
be raised post customer
consent.)

-
Acknowledging the Issue:

Offering Assistance:

Seeking Clarification:

Providing Information:

Apologizing

Offering Solutions:

Confirming Actions:

Expressing Gratitude:

Closing:
 I understand your concern.
I apologize for the inconvenience you've experienced.
I'm sorry to hear that you've encountered this problem.

I'm here to help you find a solution.

Let's work together to resolve this issue.
I'll do my best to assist you with this.

Could you please provide more details about the problem

To better assist you, may I know [specific information]
In order to understand the situation better, could you elaborate on [specific aspect]?

Here's what we can do to resolve this issue...

Based on the information you've provided, I recommend...
To address your concern, you can try...

I sincerely apologize for the inconvenience caused.

We're sorry for any frustration this has caused you.
Please accept my apologies for the trouble you've faced.

One option to resolve this is...

I suggest trying...
To fix this, you can...

I'll take care of [specific action] right away.

Let me process [specific action] for you.
I'm updating your account with the necessary information.

Thank you for bringing this to our attention.

We appreciate your patience while we resolve this.
We value your feedback, and it helps us improve.

Is there anything else I can assist you with?

If you have any more questions, feel free to ask.
Thank you for contacting us. Have a great day!
Home
 Value Pass
What is Value Pass?

How do I get access to / buy Value Pass?

When will I receive the Cashback benefit? How will I get to know about it?

Is there a limit on the Cashback benefit on my Value Pass?

How do I get to know the number of days left in my Value Pass?

How much Cashback have I earned on my last order?

How much Cashback have I earned till date from Value Pass?

Am I eligible for other discounts on products even after purchasing the Value Pass?

My order was partially/fully refunded. Will I get a cashback?

Will a physical pass be delivered?

Can I transfer the Value Pass benefits to another account?

 H
o
Value Pass m
Value Pass is a special value program, for select customers every, offering benefits like cashbacks to subscribed e
users.
Value Pass is accessible to select customers only, every month. You can access it from 'Homescreen' or 'Your Cart'
page or 'More' and choose to purchase from there.

You will receive your cumulative / entire cashback post 2 days of the validity period of the Pass. It will be credited to
your Value account and you will receive an intimation about the same via SMS / App notification.

Yes, the same is mentioned along with your Pass description / T&Cs in the form of 'Maximum Cashback' that can be
availed as part of the program.
You can access it from the 'Value Pass' section from the 'More'. All relevant details like number of days left, total /
latest Cashback benefit earned etc. are available under that section.
You can access it from the 'Value Pass' section from the 'More'. All relevant details like total / latest Cashback
benefit earned, number of days left etc. are available under that section.
You can access it from the 'Value Pass' section from the 'More'. All relevant details like total / latest Cashback
benefit earned, number of days left etc. are available under that section.
Yes, Value Pass is a special value program, over and above any existing offers / discounts.
You will receive cashback for the order after deducting for any refund amount, in case of a partially refunded order.
In case of a fully refunded order, no cashback will be issued.
This is a virtual pass, available only on the Milkbasket app, and no physical pass will be delivered.
Value Pass is a special value program, for select customers only. The Pass or its benefits can not be transferred to
any other account.
Home
 Recurring Order

VOC: What is a recurring order? OR I

need to set recurring orders OR
Please help me in setting up the
recurring order for the XYZ product.

VOC: I need to change the frequency

of my recurring order from daily to
alternate days OR Can you please
remove/add a particular item from
my recurring order? OR Please delete
my recurring order.
VOC: Please add/remove a particular
item from tomorrow's basket.

VOC: I want 2 quantities of items in

my recurring order. OR How can I
change the quantity of items in my
recurring order?
Our first priority is to guide the customer to use the app to add/remove recurring or changes in the basket rather than asking
same. But if a customer is adamant, please follow the process as usual.

Whenever you start your recurring order or any changes to this, the recurring order will come into effect from the day after to

If you wish to receive the added item as the recurring order for tomorrow as well, then I would request you to please add it m
your basket before 12 AM today. Let us know if you face any difficulties while doing so, we would be more than happy to assis

We have a feature of recurring orders named ‘Subscription’, where you can set your orders for a complete week or a couple o
your application itself. Products will automatically get delivered without having to add it every day. We also have the option o
Holidays for the days in between when you do not want the delivery.

Step 1: You will find this feature on the top right side of the home screen visible as a calendar or in the bottom right corner wi
of "More".

Step 2: After clicking on “More”, click on the ‘Subscription’ option and then type the name of the product in the search bar wh
to set up on your account for recurring delivery.
Step 3: After selecting the product, you need to select the frequency and quantity of item which you wish to receive.

Step 4: Then choose the start date of your recurring order and click on "confirm" at the bottom. Please note you can also remo
the recurring order by clicking on the ‘Edit’ or ‘Pause’ option available in the ‘Subscription’ tab.

Note: The recurring order will come into effect from the day after tomorrow and if you wish to receive the added item as the r
order for tomorrow as well, then I would request you to please add it manually to your basket before 12 a.m. today.
Let us know if you face any difficulties while doing so, we would be more than happy to assist you.

Please follow the below steps to make changes in your recurring order from your Milkbasket application itself.

Step 1: Click on the ‘More’ option available at the bottom right corner of the homepage.
Step 2: Click on ‘My Subscription’
Step 3: Click on ‘Edit’ on the right hand side of the product
Step 4: In order to change the frequency of your order, choose the plan type mentioned on that page. But if you wish to remo
from the recurring order list, kindly click on the option ‘Remove from Subscription’ available on the bottom left.

Note: Please note that any changes made in your order before 12AM will take effect from the day after tomorrow hence requ
plan it accordingly. To save your time in future, you can use the above process any time you wish to make changes in your ord
Let us know if you face any difficulties while doing so, we would be more than happy to assist you.
You can easily add/remove any product from your tomorrow’s basket by following the below steps on your MB application:

Step 1: Click on the ‘Basket’ option available at the bottom center of the homepage.
Step 2: Click on the minus ‘-’ option available right next to the product to remove it from tomorrow’s basket.
Note: Please note that any changes made in tomorrow's order before 12 AM will be effective immediately. Let us know if you
difficulties while doing so, we would be more than happy to assist you.

Please follow the below steps to change the quantity of items in your recurring order from your MB application itself.

Step 1: Click on the ‘More’ option available at the bottom right corner of the homepage.
Step 2: Click on ‘My Subscription’
Step 3: Click on the ‘Edit’ option available on the right-hand side of the product.
Step 4: Now click on ‘Edit Plan’ available on the right-hand side to change the quantity.
Step 5: Click on the ‘- or +’ option to increase or decrease the quantity and click on update.

Note: Please note that any changes made in your order before 12 AM will take effect from the day after tomorrow hence requ
plan it accordingly. To save you time in future, you can use the above process any time you wish to make changes to your orde
Let us know if you face any difficulties while doing so, we would be more than happy to assist you.
Home

Please allow me a minute to check the

logs of your account. I can see this was
User removed from your end at XXXX hours
issue yesterday. Kindly confirm if you want to
set it again
VOC: I don’t want my recurring order delivered on XYZ dates as I am going on holiday OR Please
delete/remove my recurring order as I am going out for a few days.

We have applied for a holiday in your account. Your order delivery services have been paused till/for [Date]. We will start
delivering from [Date].

As you confirmed, We have removed your complete Holidays.

Instead of deleting the recurring order, we would suggest you pause the delivery of your orders during the days of your holida
applying holidays either by choosing the “Pause” option available under “Subscription” or by following the below-mentioned e
steps:

Step 1: Click on the ‘More’ option available at the bottom right corner of the homepage.
Step 2: Then, click on ‘Holidays’ and then ‘Add Holidays’
Step 3: Select the start and end date of your holidays on which you don’t want the delivery and then click on ‘Save’ to activate
your holiday period.

Note: Please note that any changes made in your order before 12 AM will take effect from the day after tomorrow hence
requesting you plan it accordingly. If you wish to remove the holiday from your MB account, please reach out to us as the
removing Holiday feature is currently unavailable on the application.
Home
 Offer related enquiry

Subscrive to save

Scenario
Customer is not sharing the screen shot of offer details

Offer Get 50 If customer took the refund due to some reason and
Rs Cashback now not eligible for cashback
on
purchasing
for Rs 200
and more
Rs Cashback
on
purchasing
for Rs 200
and more

if customer get benefit Already once

All offers are location and user-specific system generated. Cashback will be credited by the system.

You can check all eligible offers for you through the Milkbasket Application. If you face any issues
regarding offers, Please, let us know. We will surely help you in a better way.

Some customers were selected by the system. Only those customers are getting the offer. However, I
am sharing your feedback with the concerned team. Whenever the offer will be available for you then
we will surely notify you about the same.

I am afraid to say that you are not eligible for this offer, This offer is only applicable to unpaid
customers. We assure that we will definitely compensate this with different other offers in future.

Your account details are not under offer eligibility. We apologize that we will not be able to credit the
offer benefit to your Milkbasket wallet.

"Subscribe to Save" is a new subscription program where you can save up to 10% on daily essentials.
You will automatically move from current recurring/ subscription benefits to Subscribe to Save
effectively.

According to "Subscribe to Save", you can Save 5% on 1 item, 8% on 2 items, and 10% on 3 or more
items (Applicable on dairy, breakfast, fresh)

You need to set a recurring order from the listed items mentioned under the Subscribe to save
banner/category to avail of the Subscribe to save benefits and as no recurring order was set for {Date}
of {Product Name}. hence, no benefits were given against these deliveries.

Template
We request you to please attach a screenshot of the offer for our reference so that we can investigate
and provide you with the satisfactory resolution.

We understand your concern however apologize to inform you that your request for cashback cannot
be fulfilled as you have taken the refund for the mentioned order and now the order value is less than
200 Rs.

Please do not worry MilkBasket will surely come up with some new and exciting offers for our valued
customers like you.
We regret to inform you that the offer is applicable for once per user only, hence you are not eligible
for cashback as it has already been credited for (delivery date) order in your MilkBasket wallet.

Please do not worry MilkBasket will surely come up with some new and exciting offers for our valued
customers like you.
Home
 Hubs POC
BLRO1 Akansha

GGN01 Kanwal

JPR01 Nandit
CHN 01|02,AHM01 &
Rishi
INDO1
All Smart Storesand Smart
Tom
hubs
 Call Back Request

Inbound customer care not

available

Call Back done

I have raised a callback request regarding this issue, so kindly wait for 2-4 hours, For any further delay in the
callback may only occur due to increased volume but rest assured, you will receive the call back at the earliest.

I have raised a callback request regarding your issue. Rest assured, any potential delay in the callback is likely due to
increased volume. However, you can expect to receive the callback tomorrow morning within our calling window of
9 AM to 9 PM.

A callback request has been initiated concerning your issue. Please understand that any further delay in the callback
may be attributed to a higher volume of requests. Nevertheless, rest assured that you will receive the call back at
the earliest tomorrow morning, as our calling hours are from 9 AM to 9 PM.

As of now, we don’t have the inbound calling functionality. You can reach us at our mail Id-
‘hello@milkbasket.com’ or write to us through chat.

I hope, As per the conversation over the call with our executive, Our calling executive was able to provide the best
resolution. I hope your issue has been resolved. We would need to close this chat session for now. Please connect
with us. We will be happy to assist you. Have a nice day!

Our calling team found your contact number busy. Hence, we could not establish any connection with you, so
please share your preferred time and alternate number so I can arrange a callback again.
Home
 shelf life More than 50%

Feedback statement

shelf life 50%

check shelflife from produt
Product near to expiry
catalogue
Feedback statement

shelf life less than 50%

Feedback statement
We apologize for any confusion regarding the product's expiration date. We have reassessed the situation,
and we are glad to inform you that more than 50% of the product's shelf life is still remaining. In light of
this, we kindly request you to utilize the product as it is still safe for consumption.
Rest assured, we take your feedback seriously, and our team is committed to ensuring that such incidents
do not occur in the future.
We apologize for any confusion regarding the product's expiration date. We have reassessed the situation,
and we are glad to inform you that 50% of the product's shelf life is still remaining. In light of this, we
kindly request you to utilize the product as it is still safe for consumption.
Rest assured, we take your feedback seriously, and our team is committed to ensuring that such incidents
do not occur in the future.
We apologize for any confusion regarding the product's expiration date. We have reassessed the situation,
and we are glad to inform you that still about (count of days) of the product's shelf life is still remaining. In
light of this, we kindly request you to utilize the product as it is still safe for consumption.
Rest assured, we take your feedback seriously, and our team is committed to ensuring that such incidents
do not occur in the future.
Home
Eleboarte

Apologize

Assurance
In order to understand the situation better, could you elaborate on [specific aspect]?

I sincerely apologize for the inconvenience caused

We're sorry for any frustration this has caused you.

Please accept my apologies for the trouble you've faced

I assure you that the same will not repeat again in future.

We are truly sorry for the inconvenience that this may have caused you. At the same time, we assure you that every
single measure is being taken to handle this problem at its core, and we will ensure that this does not happen again.

I understand sometimes we might be unable to solve problems as you expect but we try to keep our customers happy
and satisfied at our level best because you are our real assets
Home
Color code Scenario

For all color code Asking for images

For green customer if images not available as if

For Green Customer
now

For red and yellow customers if images are not available

Red & Yellow Customer

Images asking process
Refund denial for yellow and red customer due to images not
available
 Template
Kindly attach the pictures of the delivered product for
First attempt our reference so that we can assist you further.

We request you please attach images for our

Second attempt reference so we can investigate internally further
on the delivery front of the order and prevent such
incidents in the future.

Future reference

Kindly save the pictures from next time for such

issues so that we can internally investigate and
prevent such issues in future.

mages are not available I really apologize to inform you that we need
pictures of the hampered product to investigate
the issue and provide you a satisfactory resolution.

Unfortunately, your request for a refund cannot be

ustomer due to images not processed due to the non-availability of the
pictures we are unable to provide you with a
refund at this time. Kindly save the pictures from
next time for such issues so that we can internally
investigate and prevent such issues in the future.
 Home

FORM applicable for all color code:-

All need to fill this form whenever we are asking CX

to give images if images are not available on cims

https://docs.google.com/forms/d/
1vTUBC27ufCfWiQYSPIZCisjP0EZw5Nn5JCRhx63Tw
zE/edit
 Scenario

Customer contacted for

Ordered products by mistake

Non - Returnable/Returnable

If customer still not agree

send this for rebuttle
 Update received on 31st May 2023

Template

We appreciate your recent order with us and thank you for reaching out to us. We understand that you would like
to cancel/return your order due to a mistake, but unfortunately, we are unable to fulfill your request at this time.
We recommend reviewing your order details thoroughly before your cart is finalized at the end of the day for your
next-day order.

However, if there is any other issue with the order/product, do let us know.

Again, we apologize for any inconvenience this may have caused you. We appreciate your understanding in this
matter. We value your business and look forward to serving you in the future

We completely understand your concern. As we can see, we have delivered the ordered product. We understand
you ordered by mistake. However, since we cannot take this return, we request you to kindly consume it. We
assure you of our constant endeavor to provide the best of services.
 Home

Tagging

Non Order- Refund Related Query

Non Order- Refund Related Query

Troubleshooting steps- Android users (Invalid date, app slow, payment related issue-tech error, cvv enter issue,
technical issue, add item in cart, unable to add credit card etc)

I humbly request you to please follow the steps below for the troubleshooting of your app:
1) Go into Settings, then Apps.
2) Clear cache and storage on Milkbasket App,
3) Clear cache and storage on Google Play SERVICES.
4) Clear cache and storage on Google Play STORE.
5) Force stop the Google Play Store.
6) Re-launch the play store, try updating/downloading the stuck app, and if it still won't complete then go back to
Settings > Apps > Google Play Store and Uninstall Updates and try again.

Troubleshooting steps-IOS
I really apologize for the inconvenience caused to you. I request you to please re-install your Milkbasket
Application once and then try to do some activity. If it still won't work then you can connect with us for further
assistance.

App slow
I request you to please share below details with us. 1. Phone model
Add items in the cart name- 2. OS version number - 3. MB app version number- 4.
Technical issue in the app Screenshot of the error- 5. Date from which you are experiencing this
issue.
Invalid date

Payment related issues

CVV enter issue I request you to please share below details with us. 1. Phone model
Unable to add credit card name- 2. OS version number -3. MB app version number-4.
Screenshot of the error- 5. Date from which you are experiencing this
issue - 6. Card Type - 7. First 6 digits of the card .
ror, cvv enter issue,
Home

ete then go back to

our Milkbasket
with us for further
Scenario : If any customer comes and shares a query where we provide troubleshooting steps as resolution.

Update / Corrective measure : Agent should share the troubleshooting steps post confirming the error message, image, or
video but if cx has not seen the resolution message then callback should be arranged in such cases. ( Where cx faces any
issue with the application and messages / Troubleshooting steps were not seen by the cx. )

Impact : Chat will be marked as fatal if callback is not arranged when cx has not seen the troubleshooting message.

To know more about the update

1. If Troubleshoot message was NOT seen by the cx - Callback should be arranged.

2. If message was seen but cx did not respond - Chat needs to be kept on WOM and should be closed by shift end.
3. If cx confirms and informs that cx will check on troubleshoot - Agent have to wait for the cx to check and get back to us if
cx needs more assistance. Chat status : WOM till shift end.
 Customer not responding-Templates
As we did not hear anything from you, we would need to close this chat session for HOME
1
now. If you need any further assistance, we are at your service. Have a good day!

We have not heard anything from you for a while, we would need to close this chat
2 session for now. If you need any further assistance, we are at your service. Have a
good day!

3 Looks like you are busy. we would need to close this chat session for now. Please
connect with us. We will be happy to assist you. Have a nice day!

4 It seems you are busy, we would need to close this chat session for now. If you need
any further assistance, we will be glad to assist you. Have a great day!
Membership@49
Membership@49

Not eligible for offer

1- We regret to inform you that we are unable to find your account details under offer eligibility. We really apologize we will n
able to credit offer benefit into your Milkbasket wallet.

Eligible- within TAT cases

2- I would like to inform you that you are eligible for membership offer benefit. I request you to please wait for 48 hours for ca
of Rs.103 to get it added under your Milkbasket wallet.

Beyond that case- cashback not received

3- We are highlighting your issue to our concern team and we will update you within 24-48 hours. We really appreciate your p
and cooperation with us.
HOME
 REFERRAL:

Referral fraud:

Referral not applied

Referral query

Referral address issue

Referal not applied

Referal not applied

Referal benefit not recieved

 Referal benefit not recieved

Unable to apply referal as one sign up offer taken

T&C
 As I have checked the details, The system rejects the referral cashback for both the referred and the HOME
referring person in case of the duplicate/same address on the account and that is the reason you and the
person referred have not received the cashback in the Milkbasket wallet.
And because the address was duplicate at the time of signup, the referral amount can't be processed
even if the address changes on either account in future.
We have identified a suspicious activity on this account. As part of our referral policy, all recent benefits
have been revoked from your Milkbasket wallet.
As I have checked the details, the reason you missed out on the referral cashback is because you didn't
apply the referral code of your friend at the time of signing up with Milkbasket.

Please confirm the number of the person with me whom you referred to Milkbasket, so that I can check
further details and assist you in a better way.

If you want to refer a friend or family member to Milkbasket, then you simply have to refer them from
the application and then ask them to install the application using the same link which will be sent as per
your reference request on their mobile number.
Please ensure that the person whom you are referring is a resident of the same city.

The address is not registered in the right manner on your Milkbasket account and we would request you
to please confirm the complete billing address with us once, so that we can edit the necessary details for
you and assist you further in a better way.
So, there is a particular format in which the address needs to be fed to the system in order to ensure the
processing of the referral cashback amount.
In order to get the referral cashback, the person being referred need to do a top up of minimum Rs. 250
in their Milkbasket wallet and then only the system will be able to process the referral cashback on the
accounts.

I understand that the orders have already been delivered to the registered address but for the referral
cashback amount to be processed, the address has to be entered in the particular format/prescribed
manner only.
So, there is a particular format in which the address needs to be fed to the system in order to ensure the
processing of the referral cashback amount.

The referral cashback amount has now been successfully credited in your Milkbasket wallet and I would
request you please check the updated wallet balance once.

The referral code can only be applied to the Milkbasket account at the time of signing up with us and
can't be added to the system manually, later on.
There was no referral code which was applied by the user at the time of signing up with Milkbasket and
that is the reason you are not eligible to receive the referral cashback.

As I have checked the details, I would like to request you to please wait for 24 hours for the referral
cashback to be processed in your wallet as the person being referred have topped up their Milkbasket
wallet today itself.
Your patience will be highly appreciated.
 As I have checked the details, I would like to inform you that you will have to top-up your Milkbasket
wallet and the referral cashback will be added in your wallet within 24 hours from your first top-up.

As I have checked the details, I would like to inform you that only one code can be applied while sign up
and since you have already used try200, you will not be able to get the referral benefit.

These are the T&Cs of the referral cashback amount →

⓵ Cashback will be credited within 24 hours of a successful top-up by your friend

② Offer not valid for accounts registered with the same address
③ Any linked benefits will be credited within 24 hours of a successful top-up by your invited
user.
④ Linked benefits will be valid only if your invited user lives in the same city as yours.
⑤ Linked benefits are not valid for accounts registered with the same address.
 Delivery Instructions/ Preference

DI not available to set

Set DI- Ring the bell

Set DI- Put item in basket

Delivery instructions are not followed after multiple complaints

Pet issue

Repeat Escalation- Escalated more than twice , customer wants a call

from Manager.
I am sorry for the inconvenience, Milkbasket offers two options for delivery of the products and they are :- HOME
Ring the bell and Put the order in the basket
You can choose any one of the delivery instruction as per your preference and we will set it on your
account, to prevent such instances from happening in the future.

Thank you for notifying us about your delivery preference. We have successfully made the required
changes to your account and the delivery boy will be asked to ring your doorbell at the time of the delivery
of your orders.

Thank you for notifying us about your delivery preference. We have successfully made the required
changes to your account and the delivery boy will be asked to put items in the basket from tomorrow
onwards. Also, I request you to please mark a label of Milkbasket on the basket so that the delivery boy can
start putting items into it.

I truly apologise for the recurrance of this, and I am going to escalate it right away to our delivery team to
ensure they follow it from tomorrow.

Sorry for the inconvenience caused. We request you to please keep a basket outside to avoid this in the
future.
Delivery instructions of putting in the basket can only be followed in the entitled MB basket and not in any
other bags/ packets. So, I request you to please paste a label of Milkbasket on the basket so that delivery
executive can put item in basket while delivering.

We understand it is simple to put it in any bag. However, it is difficult to distinguish if the bags are kept for
MB packets or for any other deliveries. Our delivey executives are only authorised to put it in MB basket
and hence this instruction cannot be followed.

Please arrange a call from the TL/ Senior Agent available.

Self care
steps
You can activate any one delivery instructions by using these steps on your Milkbasket Application →
1. Home Screen.
2. More
3. Need Help
4. Chat with us.
5. My ‘account’ settings.
6. I want to provide delivery instructions.
7. Put-in-Basket and Ring-the-Bell.

You can choose only one delivery instruction at a time.

ADDING TO BASKET :

Checkout query

Add item to basket

Remove item from Basket

Items removed, refund not processed

MilkBasket is "One Tap application" where we have made the order placement process very much convenient
and no checkout required, any thing in your basket will be processed:

1) Login/SignUp
2) Top up the Milkbasket wallet by selecting the "Wallet" option. (Apply Promo code if available)
3) Search for your product and select the quantity
4) Add items by clicking on the "Add" option
5) Payment will be deducted from your Milk Basket wallet post-midnight.

Please Note, orders can be modified/Cancelled only before 12 AM and once the order gets processed it will
be delivered to you in the morning by 7 AM.

The requested quantity of the mentioned item has been successfully added in your basket for tomorrow's
delivery and would request you to please check the updated basket once.

The mentioned product has now been successfully removed from your basket and I would request you to
please check the updated basket once.

We are really sorry for missing out on the information and will ensure that the same does not get repeated in
future. To save you any further hassle, we have refunded the amount of the undelivered items and we truely
appreciate your patience with us.
HOME
 RECURRING ORDER :

Requesting to mark
holiday
 We have a feature of recurring order, where you can set your orders for a complete week or a couple of weeks.
Products will automatically get delivered without having to add it everyday. We also have the option of marking Holidays for the days in b
when you do not want the delivery.

You will find this feature in the bottom right corner with the option of "More".

Then, please click on the subscription option and then type the name of the product in the search bar which you want to set up on the ac
for daily delivery.

After selecting the product, you need to select frequency and quantity of item which you wish to receive on daily basis. Then click on the
of "confirm" at the bottom. Please note you can also removing recurring order from here by using the delete basket option.

Dear customer, you have the option to set the recurring orders for 1 week, 2 weeks and 4 weeks. If in case you are facing any difficulty t
recurring for more than a week please let me know your registered mobile number with Milkbasket and the name of the product(s) whic
want to set as recurring. Also, please specify the number of weeks - 2 weeks or 4 weeks for which you want to set the recurring.

The recurring order will come into effect from the day after tomorrow and if you wish to receive the added item as the recurring order
tomorrow as well, then I would request you to please add it manually to your basket before 12 a.m. today.

I request you to please confirm start date and end date so that I can apply holiday on your Milkbasket account.

I would like to inform you that I have successfully marked holiday on your Milkbasekt account.
Home
 HOME

Membership Templates
VOC

What is the membership charge and why should

I pay it?

I'm a new user still do I need to pay membership

or you have any trial period

I don’t want to pay membership charge

Can I give my preference for monthly or daily

delivery charges?

I have ordered for more than 400 rs however not

received due to your stock unavailability

I have ordered for more than 400 rs however not

received due to your stock unavailability
customer is adamant and not ready to pay the
charges

Template to Add Delivery Fee/OTDF

Template to Add Membership

Why Milkbasket increased the membership

charges from 129 to 149.

If Refunded membership will be inactive

 If Refunded membership will be inactive

mer want account to be closed / Put 1 retention effort not agree share these steps
 Membership Templates
Template

To avoid any kind of delivery charges you can opt for a Membership Plan. Milkbasket is a membership service that allows
you to order from more than 9000+ grocery and essential products and get them delivered at your doorstep by 7 AM.

As a Milkbasket member, you will be chargedRs.149+gst i.e. 175.82 Rs for a period of 30 days. With the monthly
membership, you can order absolutely anything from Milkbasket every day, no minimum order, no delivery charges!

As a new user, you get 30 days of free trial for free and a smooth experience.
Your trial period begins with the first order. After the expiry of the 30 days trial period, membership charges of Rs.149+gst
i.e. 175.82 Rs will be deducted from your Milkbasket wallet whenever you place your next order.

If you do not want to opt for a Monthly Membership plan you can choose the per-order delivery fee option in which you
have to pay Rs. 15 including GST. Also, the delivery fee will be waived off in case the order value is Rs. 400 or above.

Once the membership expires - Next time, whenever you add items to the basket, the monthly membership gets added
automatically but you can choose to either continue or remove it to have a delivery fee as per your preference.

I really apologize for the inconvenience caused to you and would like to inform you as the order value is below Rs. 400,
hence the delivery fee has been charged.

Please be informed that your request for the refund of delivery fee has been cascaded to the relevant team and shall be
processed in the next 24 hours. I request you to kindly wait for the mentioned time frame. Your patience will be
appreciated.

Please follow the below steps if you want to opt out of the monthly membership charges:-
● Your wallet balance has to be Rs 15 + the product amount that you want to add to your basket.
● Go to the basket section available at the bottom of the homepage of the Milkbasket application.
● At the bottom of the basket page, select the "Remove membership" option to unsubscribe from membership.

Please follow the below steps if you want to opt for the monthly membership charges:-
● Your wallet balance has to be Rs 175.82 + the product amount which you want to add to your basket.
● Go to the basket section available at the bottom of the homepage of the Milkbasket application.
● At the bottom of the basket page, select the "Add membership" option to subscribe to membership.

We continuously keep striving to ensure that your daily essential & grocery needs are fulfilled in a hassle-free manner
To keep up with this promise, we are revising our membership charges. This will help us to maintain our quality & service
standards.

Your request for the refund of membership charges has been cascaded to the relevant team and shall be processed within
the next 24 hours.

However, once refunded, your membership will be inactive.

 Additionally, whenever you place your next order you’ll have the option to either opt for monthly membership or
delivery fee.

If customer is still asking for account closure then redirect customer to application for account closure

You can close your account by following below steps on Milkbasket App.
1- click on More option
2- Click on My Profile
3- Click on "Deactivate account" under Milkbasket account section
4- You need to click on "Request for account closure deactivation" to process for account closure

If customer is asking us to raise request for account closure then use below template
Your account closure request has been raised and the entire wallet balance will be refunded to your source account in 9-
12 business days.
 Genuine Products

Repeat Escalation- Escalated

more than twice no action
taken
 Thanks for highlighting the concern regarding the authenticity of the product and we are sorry for any inconvenience
caused. At Milkbasket, all the products are directly sourced by the Brands and are 100% genuine. However, can I please
request you to share the images with us to take action on the feedback. We are raising a return for this item from our end
in the meantime, and will collect it from your doorstep tomorrow.

I am sorry that the issue is still persistent.Please allow us some time to investigate on the matter with the team and our
agent will surely connect with you over the call within next 2 hours. Your patience with us on the matter will be highly
appreciated!
HOME
Extra Item delivered:

Based on Product rules

Extra refund
Thank you for letting us know. We request you to please consume the product and We will share the feedback
with the relevant team to ensure this doesnt happen again.
Thank you for letting us know. We request you to please keep the product outside and We will pick it up
tomorrow from your doorstep.We will share the feedback with the relevant team to ensure this doesnt happen
again.

Thank you for letting us know. We truly appreciate you taking some time out and letting us know. We have
revoke the refund from your MB Wallet.
HOME
SCHEDULE ORDER :
You can schedule the delivery for any particular item and for any desired date by tapping on the item and then selecting the option of
"Subscribe now" available in bottom right corner on home page of Milkbasket application.
However, some of the products are not eligible to be scheduled for future delivery as they are procured on daily basis.
HOME
OUT OF STOCK :
 We are sorry for the non-availability of the required products.
Usually our stock gets a refill everyday and you can check for the mentioned item again tomorrow.
Also, you can set a reminder for getting the notification when the item becomes available again to order by clicking on the "
"Request for the original item" option on the desired item.
HOME
 MB BAG PICKUP :

MB Bags not picked up

MB Bags to be picked up

Home
I have forwarded the request to collect all the extra Milkbasket bags from your doorstep to the concerned team and
would like to inform you that the same will be picked up tomorrow morning at the time of delivery of your orders.

We are collecting the blue packet, not the Milk packet. Kindly follow these steps to raise a request for
Milkbasket to recycle bags →
1. Menu
2. Recycle packing material
3. Select the option
4. Recycle delivery bags
5. Recycle now.
Recycle Bags pickup Update
Request-If customer coming with bags pick up request,
redirect them to raise the complaint by Milkbasket App.
Below are steps:-

Menu - Recycle packing material - Select option - Recycle

delivery bags - Recycle now.

CIMS - Service-related - Bags to be picked up - close (do not

need to assign to OPS)

TAT for bag pick up- Next day from the date of raising
request

Complain scenarios:-
VOC- bags not picked up yet
Under above VOC- we need to guide customer to raise
request through App and customer states that same is
already done but bags has not been picked up yet
We will apologize and assure the customer that the request
will be fulfilled tomorrow.
CIMS - Service related - MB bags not picked up - open status
- assign to ops
In case of bags are not picked up the second time as well - TL
will escalate to external support by sending an email to the
ops team
Request of an address for services/Servicable Address :

Updating address on MB account :

Asking for address details

Request of an address for services/Servicable Address :

 I am sorry but we are not servicing in the mentioned area as of now.
We have shared the request to deliver at the mentioned area with the delivery team and I'm sure they are
working on the details to expand soon but as of now, I can't provide a specific date in future for the
commencement of the services in the area.
We will ensure to notify you about our services as soon we will launch in your region.
Thanks again for showing your valuable interest in Milkbasket.
We truly appreciate it! :-)

We have successfully updated your address on your milkbasket account. We will deliver all your future orders
on your updated address.

It would be helpful if you could share your complete address as follows in order to check your
address serviceability:

➤ City Name:
➤ Society Name:
➤ Flat No:
➤ Floor No.:
➤ Tower Number:
➤ Pin code:

Your address is serviceable. I request you to please confirm do you want to update it on your
Milkbasket account?
HOME
ADDITION OF A PRODUCT NOT AVAILABLE ON APP :
Thank you for sharing your suggestion of adding the mentioned item in our product line and I have shared the
request with the respective team and we will try our best to get the product added as soon as possible.

I wish I could provide you a timeline for the same but as of now I don't have one and I certainly don't want to
provide you any false hopes.

We are really trying hard to improve on our delivery front and thanks to the kind cooperation of the customers
and their valuable feedback, so far we are moving in the right direction to make it a smooth experience for all.
HOME
FREE SAMPLE NOT DELIVERED:
 I am really sorry for the non-delivery of the free sample and would like to inform you that the delivery of the samples entirely depends
upon the availability of the stock with Milkbasket.
We are forwarding your request now as per your billing address and if the stock of the free sample will be available with us, you will surel
receive the free sample with the delivery of the other orders of your basket.
We really appreciate your patience and cooperation with us.

Free sample will automatically get delivered if there will be sufficient quantity left in the stock with us to your billing address tomorrow
along with the delivery orders of your basket. You simply have to add your orders for tomorrow's delivery and we will take care of the free
sample delivery.

Your freebie is on its way!

But it's slightly late 😔 Instead of today, you'll get your gift tomorrow! Don't forget to check your front door tomorrow
HOME
 Delivery executive stole from my house

Unhappy with the packing of products-ex- atta packed

with toileteries

DE misbheaving with customer- ( unprofessional/ since we

are contactless there shouldnt be a reason for them even
talking to the customers)

Environemnt damage- Tampered proof bags

Feedback lines

Highlight

Escalated
 We are very sorry to hear that. We will look into the matter immediately. Since we are a contactless delivery this
shouldn't happen. However, We are arranging a call right away from our internal team. In the meantime please help us
with the details of the matter and we will look into it.

We take utmost care of the packaging of items and ensure that separate packets are made for such items. We are sorry
this happened. Please consider this is a one off case, We will raise it with the relevant department to ensure it doesnt
happen again. Thank you for bringing this to our notice, We will ensure team takes strict action against this.

We are very sorry to hear that. We will look into the matter immediately. Since we are a contactless delivery this
shouldn't happen. However, We are arranging a call right away from our internal team. In the meantime please help us
with the details of the matter and we will look into it.

Thank you for sharing your concern over our new packaging. Milkbasket is committed to environment-friendly practices.
The new tamper-proof packaging has a thickness which is above the permissible limit. Please be rest assured, it is
recyclable & eco- friendly. Happy to serve you!

I have taken your feedback & I have shared your feedback details with the concerned team. They will surely do the
needful.

We are thankful for your valuable feedback. We assure you that we will always work on such valuable feedback &
suggestions.

We can understand that it is a hassle for you, please do not worry. We are sharing constructive feedback
regarding the same with our concerned team about the inconvenience you have faced, and they will resolve it
on a priority basis.

I am sorry for the inconvenience this has caused you. We take the concern seriously. This is not what we want
you to experience. Hence, I will pass this on as sturdy feedback to the relevant team. Please be rest assured.

I am highlighting your issue to the concerned team they will make sure that the same will not repeat in the
future as you are our valued customer. We will make sure that this gets resolved as an utmost priority.

I am highlighting your issue instantly as sturdy feedback to our concerned team. Please rest assured. They will
surely do the needful regarding your concern.

I have already escalated your issue. Kindly allow us some time to get a confirmation for the same. I assure you
that we will notify you as soon as we get the resolution.

Your concern is in progress. Our team is working on it. We’re prioritizing your request, and I will make sure
this issue is resolved soon. I’m sorry for that. We will notify you within some time. Thanks for your patience!

To reduce the utilization of plastics in our delivery process Milk basket introduced a new feature reusable bag will be provided to our custome
 HOME

ill be provided to our customers.

 Scenario

Asking for images

For customers images not available

Refund denial for yellow and red customer due to images not available
 Scenario

First attempt

Second attempt

For customers images not available

enial for yellow and red customer due to images not available
 Template Home

Kindly attach the pictures of the delivered product All need to fill this form whenever we are
for our reference so that we can assist you further. asking CX to give images if images are not
available on cims

https://docs.google.com/forms/d/
1vTUBC27ufCfWiQYSPIZCisjP0EZw5Nn5JCRhx6
3TwzE/edit
We request you please attach images for our
reference so we can investigate internally
further on the delivery front of the order and
prevent such incidents in the future.

I really apologize to inform you that we need

pictures of the hampered product to
investigate the issue and provide you a
satisfactory resolution.

Unfortunately, your request for a refund

cannot be processed due to the non-
availability of the pictures we are unable to
provide you with a refund at this time. We
request you kindly save the pictures from next
time for such issues so that we can internally
investigate and prevent such issues in the
future.
 To better assist you, may I know if the
Partial Delivery packed was tempered or completely
sealed.

If Refund given I have successfully initiated refund of Rs.X

in your Milkbasket wallet.

Refund Denial- Share as per Refund process

Refund Denial

All Color code

WOM- Refund template

 HOME

efund process

I really apologize to inform you that

we have received a revert from our
concerned team that a refund cannot
be processed for the XXXXX (product
name) due to not meeting the
internal eligibility criteria.

I've highlighted your concern with

the relevant team. Your patience is
highly appreciated. I will revert you
for the same concern once I will get
the revert.
 Delay in Delivery
OND Issue raised - Delivery in progress

Delay in Delivery - Followup

 I am sorry for the inconvenience caused to you. I request you to kindly wait till 9AM and you shall receive your order by then.

Thank you for your patience and apologies for the delay in today's delivery. As confirmed by our delivery team, your order has been
delivered. Do let us know if you haven't received your order today or in case of any asistance required with the delivered items.
HOME
 OND

If POD Available We have checked the details in system and found that your order is delivered
to your registered address. Please check your surrounding once.

All Color Code POD Available As checked your order is delivered to your registered address at "time". Please check
the proof of the delivery sent to you and check your surrounding once

Refund Denial- Share as per

Refund process
All Color code
WOM- Refund template
We have processed a refund of Rs. XX on mm/dd/yyyy at hh: mm
for (Concern). Please check your Milkbasket wallet.
HOME
 Delivery Instructions/ Preference

Set DI

DI not available to set

Delivery instructions are not followed after multiple complaints

Thank you for notifying us about your delivery preference. I would like to inform you that we have HOME
successfully made the required changes on your account and the delivery boy will be asked to ring
your door bell at the time of the delivery of your orders.

I am sorry for the inconvenience, and I would like to inform you that Milkbasket offers two options
for delivery of the products and they are :- Ring the bell and Put the order in the basket

You can choose any one of the delivery instruction as per your preference and we will set it on your
account, to prevent such instances from happening in the future.
I truly apologise for the recurrance of this, and I am going to escalate it right away to our delivery
team to ensure they follow it from tomorrow.
 Coupon Code

Active user want to use sign up code

New user want to use signup code

New user

New user not applied coupon code

Benefits provided-User

MB100 applied but no benefit received

Applied and Availed

Duplicate account
 As I have checked the details, I'm sorry to inform you that because you are already a registered user with
Milkbasket and you have already placed orders with us, now the coupon code can't be applied on your
account as it is only applicable at the time of sign up with Milkbasket or at the time of first top-up in the
Milkbasket wallet.

You can apply the coupon code at the time of topping up your Milkbasket wallet for the first time. Once you
will click on the "wallet" option in the bottom right corner of the Milkbasket application, you will see a pop-
up to add any coupon code to your account.

You can apply the coupon code at the time of topping up your Milkbasket wallet for the first time. Once you
will click on the "wallet" option in the bottom right corner of the Milkbasket application, you will see a pop-
up to add any coupon code to your account.

As I have checked the details, there was no coupon code applied to your Milkbasket account at the time of
signup with Milkbasket which is the reason you are not eligible to receive the cashback.

As I have checked the details, the amount of Rs.XXX has already been added to your Milkbasket wallet for
the coupon code applied of “XXXX” to your account.

Once the code is applied, you are required to order milk from your account for consecutive 7 days to avail the
full benefit of the offer or you will lose the amount of the cashback for the particular day on which the milk is
not ordered between the 7 days of the offer.

And because you topped up your wallet on 1 July 2023, your benefit for the free milk ended on 5 July 2023
but because you didn't place any milk order between that time period you missed the cashback benefit.

As I have checked the account details, the code"MB100" has been successfully applied to your Milkbasket
account and you have already received Rs.XXX in your Milkbasket wallet to try our services for free so now
another coupon code can't be applied to your account.

As I have checked the details, the coupon code of --- has been successfully applied on your Milkbasket
account but I'm sorry to inform you that you are not eligible to avail the benefit of the offer due to a
duplicate address registered on your account and the offer is only applicable on unique registered addresses.
HOME
 TRANSACTION:

Recharge failed

Recharge Successful-after updating transaction manually

Waiting template Transaction under Process

Process to add money

 As I have checked the details, I would like to inform you that the transaction is reflecting with cancelled
status at our end.We request you to please wait for 72 hours and the money will be added to your account
via the bank.We would request you to please contact your bank if the payment doesn't credited to the
account even after the specified time.

The transaction initiated on 2020-09-06 at 17:00:40 for Rs. 3000/- is successfully processed and the amount
has now been added to your Milkbasket wallet.
Please check the updated amount once which is Rs. 3026.43/-

Please allow me 2-3 mins to get the details checked with the team and I will surely assist you further in the
best possible manner.
As I have checked the details, Transaction is still in processing status. I would request you to please wait for
a few hours for the system to process the amount and for the updated amount to be reflected in your
Milkbasket wallet.

If you want to add money to your Milkbasket wallet, you can simply go to the "wallet" section in the
Milkbasket application and then select the option of "Proceed to Add money" to check all the available
option through which you can add money to your Milkbasket wallet.
HOME
 Cashback Offer

Steps to check offers on App

Step to Top up MB wallet

Offer availed but cashback not

received yet.

Not in TG/Not availed the offer

In the TG/Benefits not

delivered timeline exceeded

In the TG/Benefits not

delivered timeline not met

Not in TG/But has the met the

TNC of the offer
I am sorry but there is no active cashback offer as of now.We will ensure to notify you, if there'll be one, in future.

We suggest you to please check Milkbasket application for all active offers available for you. You can avail them
and get benefit as per eligibility criteria.

Please follow the below steps to check offers on Milkbasket application.

1) Open Milkbasket application
2) Click on "Wallet" option available in bottom right corner of Milkbasket application. Here, you can check all
available offers and you can avail its benefit as per its terms and condition.

I request you to please follow below steps to top up your Milkbasket wallet.+
1- Click on "Wallet" option available in bottom corner on home page.
2- Select top up amount and click on "Proceed to Add Money" option. Post clicking on this, you can
select available payment gateway and can proceed further.

Please allow me 2-3 mins to quickly check and revert to the offer availed and cashback timelines.

As I can check the offer is applicable on a basket value or the TNC of the offer is <<<<>>>>>. Since you have not
availed it, The cashback is not credited.
I see that the cashback was due yesterday and you havent recieved it yet. It shouldnt have happened and I am
sorry about it. Please allow me another 4 hours, and the cashback will be processed by then. 4 hours is the upper
limit,it usually get processed earlier than that.
I see that you have availed the offer,however the cashback is due by end of today. Please be assured it will be
credited to your wallet by then.

We are sorry to inform you that this offer is not valid for you. However,as I can see that you have met the TNC of
this offer. As an exception, I will add the benefits to your account, which will reflect in your wallet within 24 hours.
HOME
 Account Closure

Account closure template

In case we are only sharing

closing steps with the customer.

Self care steps

 I am sorry to hear that you no longer wish to continue with our services.
Please elaborate on your concern with me once and allow me a chance to assist you further in a better way.

I have forwarded the account closure request for you and the available wallet balance will be refunded to the source
account within 9-12 business days.
Thanks for allowing a chance to serve you. We really appreciate it!

The amount is reversed to the source account from which the amount was initially added to the Milkbasket wallet by
you.

Dear Customer, we have raised your account closure request with your confirmation. Kindly be informed
that only the Wallet balance will be refunded to your source account within 9 to 12 business days after
closure and any cashback amount associated with the account is non-refundable.

Kindly be informed that only the Wallet balance will be refunded to your source account within 9 to 12
business days after closure and any cashback amount associated with the account is non-refundable

You can close your account by following the below steps.

1- click on More option
2- Click on My Profile
3- Click on "Deactivate account" under the Milkbasket account section
4- You need to click on "Request for account closure deactivation" to process for account closure
HOME
 Power statement
I am sorry you've had to deal with this.
I understand how upsetting this problem has been for you.
We completely understand. If this happened to us we would be really upset too.
We can understand how inconvenient this is, we will ensure this gets resolved appropriately.
I really apologize for the inconvenience you have faced. I assure you that same will not repeat ahead.
We understand your concern completely and we will help in getting this resolved for you on priority.
We are sorry you had to deal with this, we would definitely try our best to fix it for you.
We are really sorry to know that you are facing this issue. We will get this resolved as quickly as possible.
We assure you of our constant endeavour to provide best of services.
We will go over the issue again. It will be kind of you to allow us some more time to fix your issue on priority.
Thank you for being Milk Basket customer. We sincerely appreciate your association with us.
Patience Statement
We really appreciates your patience and thank you for bearing with us in the meantime.
We are grateful for your association with us and we appreciate your patience while we fix this issue for you.
Your patience is appreciated and we are sorry to hear you are having these problems. We will make certain that this
gets resolved quickly for you.
Customer is not eligible for any offer or feature or any kind of benefits
Please accept our apologies that the offer/feature you request is not available at present. However, it is of the
highest priority and we will do our best to implement it.
Sir/Ma'am, we do understand how Delivery
hassle instruction not followed
this is, we really ( iffor
apologize DIthe
marked)
inconvenience, our efforts will only be
emphasized on providing you a better experience. We are sharing constructive feedback with my concern
department.
When product is out of stock

Sir/Ma'am, we really apologize for the inconvenience, our efforts will only be emphasized on providing you a better
experience, as we check the product is out of stock due to high demand. We are sharing constructive feedback
regarding stock with my concern department.
 HOME

oo.
opriately.
repeat ahead.
u on priority.
or you.
ckly as possible.

issue on priority.
n with us.

antime.
his issue for you.
make certain that this

owever, it is of the

ur efforts will only be

with my concern

roviding you a better

structive feedback
 OUTCALLING PROCESS

2nd calling attempt needs to be made after 1 hour of first attempt during call backs.

Out call process- Other scenarios- Associates need to follow same process as we are
following under chat process.

Outcall Process- High amount refund cases/Customer sharing invalid product

images- Need to identify on call whether complaint is genuine or not by checking
customer's tone, issue explanation, color code. If we find the concern genuine then can go
for refund. Also, associate can discuss with TL incase of any doubt before taking further
actions.

Hold
process-https://docs.google.com/document/d/1hbA1sZKXe4DZRSOVIFFsdtUp2JwsylNtY5
sQQvlp5aU/edit

Outcalling Script
Seeking Permission: Can/May I please put this call on hold for 1-2 Minutes while I check this detail further.
Hold/Unhold If it's taking more than the provided time, reach out to the customer again (Resume Hold) and inform the customer
“Customer Name” it's taking a little longer to search the details, would it be fine if I put you on hold again for 1-2 minu

Post checking if the customer is still on the call or not (Verbal Confirmation) agen
Call disconnection use below verbatim if customer is not responding:
Disclaimer
Dear "Customer", as we are not getting any response from your end we'll be disconnecting this call, if you

Agent: Hi (Customer Name), My name is (Agent Name) and I am calling from Milkbasket.
Introduction Part Customer: Yes
Agent: and before we proceed, I would like to inform you that this call is being recorded for quality and mo

Agent: And as I can see, we have received a complaint regarding (Spoilt/OND/PD). Request you to kindly/p
Customer: (Customer elaborate the concern)

* If Spoilt (History/Image OK): I apologize for the inconvenience and would like to inform you that we hav

* If Spoilt (History Not Ok/Image not shared): I would request you to kindly share the image of the produc

Agent: Is there anything else I may assist you with?

Thank you for giving your time. Have a nice day.

------------------------------------------------------------------------------------------------------------------------------------------
Agent: Hi (Customer Name), My name is (Agent Name) calling from Milk basket.
Customer: Yes

Agent: We have received a complaint from you end regarding (Spoilt/OND/PD/Wrong order)

Customer: (Customer elaborate the concern)

* If OND (NO POD):We have received a confirmation that order is delivered Kindly confirm if you have che

Customer: Checked but not received

Agent : I apologize for the inconvenience and would like to inform you that we have initiated a refund in yo

* If OND (POD available): We have received a confirmation and also a POD that order is delivered Kindly co

Customer : Checked but not received

Agent:I apologize for the inconvenience and would like to inform you that we have initiated a refund in you

Agent :Is there anything else I may assist you with?

Thank you for giving your time. Have a nice day.

-------------------------------------------------------------------------------------------------------------------------------------------
Agent: Hi (Customer Name), My name is (Agent Name) calling from Milk basket.

Customer: Yes

Agent: We have received a complaint from you end regarding (Spoilt/OND/PD/Wrong order)

Customer : (Customer elaborate the concern)

* If PD:We have received a confirmation that complete order is delivered Kindly confirm if you have checke

Customer: Checked but not received

Agent: I apologize for the inconvenience and would like to inform you that we have initiated a refund in yo

Agent:Is there anything else I may assist you with?

Thank you for giving your time have a nice day.

------------------------------------------------------------------------------------------------------------------------------------------

Agent: Hi (Customer Name), My name is (Agent Name) calling from Milk basket.

Customer: Yes

Agent : We have received a complaint from you end regarding (Spoilt/OND/PD/Wrong order)
Customer : (Customer elaborate the concern)

* If Wrong item:

Proceed with refund if order is non returnable/ initiated return request if order is returnable.

Agent: I apologise for the inconvenience caused, I request you to please use the item this time and I assure

(If customer says No)- Non returnable order

Customer: No I do not have any use for it.

Agent: In that case I would request you to kindly use the product we may refund the amount in you MB wa

* (If customer says Yes)

Customer: Yes, I may use the product

Agent: I appreciate that and also we may refund the difference amount in your MB wallet (If price is low)

Agent:Is there anything else I may assist you with?

Thank you for giving your time. Have a nice day.

_____________________________________________________________________________________
* If Wrong order:

Agent: Hi (Customer Name), My name is (Agent Name) calling from Milk basket.

Customer: Yes

Agent : I request you to please elaborate your issue so that I can assist you in a better way.

Customer : (Customer elaborate the concern)

Agent : I request you to please keep the order at your doorstep and same will be picked up by tomorrow b

Agent:Is there anything else I may assist you with?

Thank you for giving your time. Have a nice day.

NOTE: Resolution part may vary case to case basis. So take action accordingly.
 Home

I check this detail further.

Hold) and inform the customer
ou on hold again for 1-2 minutes.”

l Confirmation) agent to
nding:

onnecting this call, if you still face any issues you can reach out to us over chat or send an email at "Hello@milkbasket.com".

ecorded for quality and monitoring purposes.

). Request you to kindly/please explain your/the issue in detail.

o inform you that we have initiated a refund in your MB account. Kindly refresh the application to see your updated balance.

e the image of the product so that we may verify and provide you the best resolution from our end.)

--------------------------------
Wrong order)

ly confirm if you have checked in the surroundings and at the security gate

ave initiated a refund in your MB account. Kindly refresh the application to see your updated balance.

order is delivered Kindly confirm if you have checked in the surroundings and at the security gate

ve initiated a refund in your MB account. Kindly refresh the application to see your updated balance.

---------------------------------

Wrong order)

confirm if you have checked in the surroundings and at the security gate

ave initiated a refund in your MB account. Kindly refresh the application to see your updated balance. Also we will make sure you do not fa

--------------------------------

Wrong order)
 is returnable.

item this time and I assure you that same issue will not repeat further.

the amount in you MB wallet

MB wallet (If price is low)

____________________

picked up by tomorrow by our team.

updated balance.
we will make sure you do not face such issues in future
 Scenario

Customer is abusive on chat

 Action
First Warning(Customer is using unprofessional/abusive language): I Home
request you to please use professional language so that I can assist you
in a better way. We understand your concern completely and we will
help you in getting this resolved on priority. Your cooperation will be
highly appreciated.
Still if customer is abusing:-
Second Warning(Still if a customer is abusing): We are really sorry that
you have to deal with this. I request you not to use abusive language
else I may have to disconnect the chat. We are here to assist you and
we assure you of our constant endeavor to provide the best services
ahead.
Still if customer continued to be abusive over chat-
Final Warning(Still if the customer continued to be abusive over chat):
As stated earlier, I will have to disconnect the chat now as you have
been using unprofessional language in this conversation. Thank you for
connecting with us. For any further support required, you may write to
us hello@milkbasket.com.
 Scenario Action Home

If there is customer who is very adamant and

threatening to escalate the case to social media
or consumer court. Then, associate will discuss
same with TL and see if we can provide benefits
Threatening for social media, consumer court to that customer by checking all the TnC. if not
cases eligible in anyway then we will give any benefits
as per TL confirmation.
But if customer is
fraud/suspected:-

we will deny for benefits

Home
Home

Image asking form

customer need to fill this
form

Cashback form

Cashback Response

Membership Charges refund form

Address mismatch form

Address mismatch response sheet

Wallet refund pending (account

closure & NEFT refund issues)

Payment issue

Account Details for NEFT

Response sheet- Account Details for

NEFT, Wallet Refund Pending &
Payment Issue 2022

Marketing Offers_2022

Customer acquisition- New sheet

Customer acquisition- Response sheet

NLM Campaigns Information || Offers

& Details

NLM Issue Tracker

Invite Code offers

Updated Manual milk offer link

Manual Milk offer form
 Manual Milk offer response

To Check Product is returnable/Non

returnable- Please replace last
numerical digit with product ID

Callback form

OB Response sheet

Referral TNCs

Refer this link for referral TNCs

Subscription form for @99 offer-incase of query/concern

 Important link

https://docs.google.com/forms/d/1vTUBC27ufCfWiQYSPIZCisjP0EZw5Nn5JCRhx63TwzE/edit

https://docs.google.com/forms/d/e/
1FAIpQLSdWHAUYoSOceIMzeKgfVOj3lL0mrmjQgyro_06U261XoeXoeQ/viewform

https://docs.google.com/spreadsheets/d/1xp52ErbAzwzYeOG7rEjET0FHZ_ydtLyRAwnbtwlBDBk/edit?usp=sharing

https://docs.google.com/forms/d/e/1FAIpQLSfzulqt95oW4JL7LRo1fz3KDvu9NV4nKdRfgKo-
dZdoJX4P1w/viewform

https://docs.google.com/forms/d/e/1FAIpQLSdZKk7Do2orXub0dNxygrmEcGJeXS_D6eS165y4IyXEak7RQg/viewform

https://docs.google.com/spreadsheets/d/
13oXIyRyNk4T44jpT4DhcBp8SKRWNkFrBpWHZkVSWS_Q/edit#gid=708852985

https://forms.gle/oBCjnNBFuSkg6FxBA

https://forms.gle/Qa5uiwnyVqyTWvPo9

https://forms.gle/e5JFw5iwSNcNJm8y5

https://docs.google.com/spreadsheets/d/1SXjQsb35XkImXpmt56HNfHdFjAHeO2rjJpJYSih6zmY/edit?resourcekey#gid=992403

https://docs.google.com/spreadsheets/d/1OPLOdliDZ-WZoH3iAOB9-WRjJPqCjz_pBKePSKVctW4/edit?usp=sharing

https://docs.google.com/forms/d/e/
1FAIpQLSdddEAI04Kecx1iSvFY_Qk1gNZflds6XWdp2nHjtJ-km11Wrw/viewform?
vc=0&c=0&w=1&flr=0
https://docs.google.com/spreadsheets/d/
18pILZFR_B8pZ2OyAqGzicbbL2h69BvFh4HDTWydKUpg/edit#gid=1779895711
https://docs.google.com/spreadsheets/d/
1PcecU6McwFakQSHR6B5MxX_B1vHZrWnBnBeC2qvcZis/edit#gid=1887456402

https://docs.google.com/spreadsheets/d/100RrNjh_D-zZ3sIQ2cC-8aTHOHc0oIz9tRTgbz9Rboo/edit#gid=0

https://docs.google.com/spreadsheets/d/
1KAjU8FJYFlkihAL5RtsGmtNFbQEqANFNEolXsQvMaaA/edit#gid=302825568
Updated Manual milk offer link
https://docs.google.com/forms/d/e/
1FAIpQLSfh68eDaB2GtosS0sa88ifgQcaLTqzXdVxmwDCOImiDFPKA1Q/viewform?
vc=0&c=0&w=1&flr=0&pli=1
 https://docs.google.com/spreadsheets/d/17bNliIPqf-
CcEqnX9T8M7QX0mQjY9V6agCXcBQnp7ao/edit?usp=sharing

https://admin.milkbasket.com/index.html#/master/product-catalog/view/33633

https://docs.google.com/forms/d/e/
1FAIpQLSen8bVBKrVxIfLss1Cri1SlytnT8jaT4nl3Z4hSVlloIo0NLQ/viewform

https://docs.google.com/spreadsheets/d/1H7xprdS7rft-
aGP43cgm3prWwHqJBkldPNteOq9Yjp0/edit#gid=1369121775

Referral TNCs

https://docs.google.com/spreadsheets/d/1HhkectAGYsaq_YthkTrZnKo2jFVU_XM-RbSQvQExXP8/edit#gid=0

https://docs.google.com/forms/d/e/
1FAIpQLSeLS3VNVphpqOajeVYq3ORqCMB5Wxj2xwqY_Jh3Cu-DCT7VXQ/viewform
TAT needs to share after
Chat status
escalating issue

only for record purpose, no action required

Resolution as per process only

Chat status-waiting
2-4 hours on me

- -

- -

- -

- -

Chat status-waiting
24 hours on me
Chat status-waiting
24 hours on me

Refund TAT post filling

Chat status-waiting
NEFT details is 9-12 on me
business days

- -

Not active -

2-4 hours- Ankit campaign Chat status-waiting

(others-24 hours) on me

- -

- -

Chat status-waiting
24 hours on me

- -
- -
Chat status-waiting
24 hours on me
 - -

- -

2-4 hour ( confirm with TL

for TAT before sharing it Chat status-waiting
with customer) on me

- -

- -

Chat status-waiting
24 hours on me
 Scenario

Delivery Fee Update

One Time Membership Refund Process

Subscribe to Save Benefit

Name and colour of Aavin Green Magic - Standardised Milk packet have
changed to Delite with additional Vitamins
 Extra Item delivered

Manual cashback process-No refund related

Changes in Account Creation Limit

 Recycle bag process update

Get Rs 50 cashback on Orders of Rs 200

G20 Summit
So if any customer comes from these clusters please inform the same also
we will be sending communication regarding the same to the customers.

If there will be any further changes we will update.

 Get Rs 50 cashback on Orders of Rs 200

Email sent by Reliance Retail Limited (RRL)-

(use mentioned Template)

CIMS update (DO NOT CREATE MENTION CIMS)

Refund Process- (W.E.F-4 Aug 2023, For all hubs

and locations
 Partial wallet Refund update

Membership Challenge Offer

Tagging & status

Form needs to fill on all Membership challenges cases

Bag Pickup Update

 Account Closure Update

Mobile Number Update Process

Scenarios based on -Mobile Number Update Process

Mobile Number Update Process

Account closure-Moving out of india

 Refund Process (All Color code-PAN India)

Refund Process- (W.E.F-28 July, Ahmedabad,

Jaipur, Noida & Gurgaon) (Applicable for
NOIDA02(5)
NOI04(80)
GGN01(1) Hubs only)

Mobikwik Offer update

 CIMS update

FTR Process reiteration

Images Asking form

Cash Collection

Instruction for OB team

 Instruction for OB team

Images are mandatory while handling order related chats

Call back attempt

Tower Addition

Amazon D Link

Referral benefit

Referral benefit
 OB Team-Outcall TAT

Suspicious Customer

Operations at smart store

Referral campaign

Suspicious Customer

Process Clarity- Recent Updates

Membership Update
 Membership Update

Beyond 7 days order issues cases (OND, PD, Spoilt, Revoke , Price
difference etc.)

Duplicate accounts needs to be checked

Membership extention-Ahemadabad customers

 Issue
Account closed but refund not
Updated in the customer’s account

OTDF Refund Process

OND Case Address change CIMS declined

Cases where New user/customer did not get 30 days free trial -

Amazon Pay link issue

Delivery window

Fraud Customer- do not process refund

TAT for sharing account statements on unregistered email id.

TAT for sharing invoices with customers over email id.

2 new CIMS is updated under Non-Order - "Tower Request"

when this is supposed to be used.
2 new CIMS is updated under Non-Order - "Tower Request"
when this is supposed to be used.

Membership cases-Low wallet balance

Delivery fee details mentioned under invoice

Do not process refund for these customers ( Suspicious account )

Account disable issue

Chat Status of Membership cases- Offline cases

Wallet Transactional cases-offline cases

Membership Charges refund form

 MB bag label template

Membership extension update- For specific customers only

WOM/user- chat responses

Credit limit-Update

Referral benefit update

Refund Update

Recurring order related tagging

 Return & refund process

Waiting on user chats closure timeline

Reusable bags services

Membership case-Not responding case

Referral Benefit

Return Process-Images required

Recharge Related
 Holi update ( Need to use latest templates for HOLI query )

Holi update ( for Jaipur hub only )

Callback TAT

Auto response cases-Need to tag under No query

Spinny Campaign offer T&C (Sell your car)]-NLM campaign offer

Process- Auto response-CIMS creation (THIS UPDATE WAS TEMPORARY
SO PLEASE DO NOT FOLLOW IT NOW)- 13 Jan

Cashback not credited cases-Value pass- REASON-Partial delivery, order

refund, Partial delivery, out of stock items, Damaged/Quality Issue.

Referral offer- Terms and condition

Order Not delivered- wef-13 Dec

Referral benefit

Value Pass TAT- Share this template

 customer using bot response on chat post sharing opening

Not for our use ( Category - Non order, Sub category - Bag not available )

Wallet restricted

Mandatory action- Recurring order

Referral is active with all hubs

Address update WIP

Return request assign to OPS

Out call TAT - 2-4 hours

 Important update

Advisor should share all the offer T&C as per customer VOC which is
reflected over the MB application.

Freecharge ( Top up 1500 through freecharge get 50rs cashback ) - Valid in

PAN India

FV15 - Terms & Conditions

NOTO sweets offers- Free sample

Need to pitch DI proactively under regular issues-eg-frequent milk

leakage, regular spoilt, regular damage issue, pet/animal issue in society
 DI can be activated through MB App

Early delivery

Fraud customer- Do not process any refund

Milk30 code

customer ID not available under TG

Address confirmation under offer related information

Chat closure process-Timeline breakup

Customer updating after WOM/WOU

Cases where we are opening chat manually to share update/resolution-WOM

cases
 Pay with rewards

Delivery window

Daily offers

Offers & Rewards option under Admin Panel

MB Bag pick up service live in AHMEDABAD

CIMS & tagging needs to create in sequence of VOC's shared on chat

CIMS-Expired product/near to expiry- mandate to create on all such VOCs

New Payment options added on MB app

1- CRED
 2-Pay with Rewards (TWID)

Pay with rewards Process Clarity

Pay with Rewards & CRED

Recycle bag pick up request- Ahmedabad city

Recycle bag pick up request- Ahmedabad city

Hub-AHM01-(Near expiry item case)

Recurring order process

CIMS remarks format- Non serviceable address

Google form need to fill- cases escalated through email- On scenarios like
POD to be shared, Need statement/Invoice, Callback no answer, Monthly
statement.

Communication on chat

Callback calling window & process

Mandate to mention supervisor name- Cases discussed with available

support

Cashback not received scenarios

OND scenario
 Extra Item delivered

Return cases- Customer VOC- order already picked up but as per Delivery
team remarks its not been picked up

MB bag pickup service

Career & partnership email ID

NO refund under ANF cases

Cash in wallet Rs.50 offer (CIW 50)

 Offer related update

Address movement process under Account closure

Address related CIMS

Money not reflecting in MB wallet- Duplicate account

7 days return policy- Order related issue

 7 days return policy- Order related issue

Survey template

MRP difference scenarios

Hamelys Cashback Campaign

HYD01- Unable to deliver order- Refund needs to done under CNA not OND

Refund Process-TL approval required (all refund cases of Rs.500 or more)

Offer cashback TAT calculation process

MB wallet refund cases under account closure (customer topped up their

account by giving cash to Milkbasket sales team)
MB wallet refund cases under account closure (customer topped up their
account by giving cash to Milkbasket sales team)

Multiple offer benefit

Address not found (ANF)- Chat team & ANF team (Specfically new
users)

Verloop chat status (Cases where customer went offline and stopped
responding on chat)
Verloop chat status (Cases where customer went offline and stopped
responding on chat)

Cashback not received issues under Scheme offers- Invite code offer
(temporary technical glitch)

Cash in wallet offer (CIW100)-Marketing offer

Account closure

Partial wallet refund

Referral update (THIS UPDATE IS INACTIVE NOW)

Customer asking for any information on mail during chat

Process - order delivery delayed

Product return update (Color code- Green, Yellow & Red)

 Product return update (Color code- Green, Yellow & Red)

Process-Address-Not serviceable

Issue tracker for Mohali

Scenarios-Customer asking for customer care number and stopped

responding over chat

Membership@49 offer update

 Membership@49 offer update

Offer related update

Auto Query/issue selection by customer on chat panel- Auto saved

response

Update-Society Arun excello temple, green heights-Chennai

Airtel Payment Bank offer

 Airtel Payment Bank offer

All offers running under Ankit campaign

Process to handle customer's product return requests-as per color code

Subscribe to save offer is running in mentioned cities.

Subscribe to Save- GGN01 (Gurgaon 01)

Refund cases- Green customer (Product return is pending- returnable

order)
 Cash in wallet issues- Big saving day

Important update-applicable on all cashback offer running under all

types of campaign

Super500 offer T&C

Account Closure
 Important update-Top up offer

Important Updates- chat handling

 Important Updates- chat handling

Subscribe to Save (Live in Chennai & Jaipur)

Referral discontinuation in West Delhi & Dwarka

 Recycle Bags pickup Update

Jiocashback Update

Important update on delivery- starting 27 Apr (Delay in delivery issue is

still persist, so need to inform customer accordingly till further update)

Product Return update (Returnable order)

Subscription Charge offer (only Application in GGNO1, NOIDA02, NOIDA03

Offer launch in Bangalore Hub (BLR01)

 Refferal

Basket Purchase service for Put in basket Delivery instruction

Removal of all recurring orders of Amul buffalo Milk Pouch for Jaipur hub
because of operational issue

Under OBM cases, Green customer of below Rs.100 order/product value

(perishable) will be auto refunded within 24 hours.

Chat Status

Offer's

Unable to place order

CIMS remarks
 Account closure / Address Non Serviceable

MSC Related

Technical issues

Offer launch in Hyderabad Hub (HYD01)

JioCashback not redeemed- Technical glitch

Jiocashback

Offer's

Delay in delivery
 Customer CIMS removed

Chat handling & Call back

Delay in response

CIMS Remarks

Chat Escalation- Handle by Support

Outcall Escalation- Handle by Support

Process to ask for screen recording/video over chat:-

Callback scenario
 Callback scenario

Callback scenario

Mobile Number Update

Issues- Manufacturing date not available on product/ Expired/ Lumps
in the product

Chat Transfer Process

MB bags Pickup service

Partial delivery-Green color code- Irate customer

Opening Process

Partial refund

Wrong item update

Cashback not received

Return process

Dhamaka offer

Subscription charges

Paytm offer

Net Banking
Debit Card- Airtel Payment Banks
 Action Update Date

Please note, the minimum order value for free delivery has been
reduced to 300 for the below hubs. 25-Sep
Bangalore, Ahmedabad, Mysore and RPbagh.

We will not directly process the refund for Membeship, we will try to
retain the customer on cases where customer is asking for MSC refund
for first time.

If the customer is very adamant for opting out of the membership

model and wants a refund, only in those scenarios the case will be
escalated for membership refund.

A call is to be arranged for pacifying the customer, still if the customer is 25-Sep
adamant ans asking for refund, then need to mark an email to TL and TL
will escalate it to external MB team for refund.

Subscribe to save benefits were not active between 5 September to 11

September on Aavin Green Magic Standardised Milk product.

TEMPLATE
I want to let you know that the "Subscribe to Save" offer for Aavin Green
Magic Standardized Milk wasn't available from September 5th to 23-Sep
September 11th. But, starting from September 12th, you can now enjoy
the benefits again, just like before, with the usual terms and conditions.

Aavin Green Magic - Standardised Milk packet have changed the

colour and Name as changed to Delite with additional Vitamins

Note: MRP and Milk are same only name and colour of the packet
has been changed going further Milk Image will be changed in MB 22-Sep
app soon

Do not refund the amount to the customer in case the customer

raised the complaint.
RETURNABLE ORDER

1- Appreciate customer for highlighting this to us

2- Tag in extra item delivered. CIMS should be closed.
3- If a recurring order is there in customer account, inform customer to
keep item outside if he wishes to return it
4- If the recurring order is not there, email it to your TL for scheduling
20-Sep
the pick up of product
5- Chat status-closed

NON RETURNABLE ORDER

1- Appreciate customer for highlighting this to us

2- Ask customer to consume/use the product or give it needy one.

•Applicable on all cases where we are filling manual cashback

form for refund.

•Always select No refund option. NEVER SELECT CASHBACK

20-Sep
PROCESSED OPTION under Action part.

•Post selecting No Refund, go for “your cashback has been

processed” option.

There have been recent changes in Account Creation Process, now

UDID and address restrictions have been imposed on users with the
same UDID, preventing them from creating more than two accounts
with the same UDID and restricting users to use the same delivery
address in more than 1 account. This is in order to minimize multiple
account creation on the same address which would help us prevent
any mishaps and frauds.

Tagging/CIMS- Technical issue in the app-NOn order 18-Sep

CIMS status-closed

Note- Need to mention comments properly

For Detailed Process Flow please refer to this form: https://docs.google.com/document/d/1LRSpNlVYvh5JriOpKd5hXuvItC5

 Please note that no amount will be paid to customer in return of
19-Sep
recycle bags. There is no such process is available.

A new banner of Orange font for

The same offer is
reflected in the application.
Always ask for a
screenshot before processing.

Offer Details

Shop for Rs 200 and get 50 Rs cashback.

Offer is applicable for eligible customers and once per user only.
Offer is applicable for once per user.

Agent activity 12-Sep-23

If a customer is contacted for not receiving the cashback check below

the mandated point.

Check order value should be equal to or above 200 Rs.

If a customer has taken any refund then also order value should be
equal to or more than 200 Rs for being eligible for the cashback.

Check admin if customers have already received the same cashback.

(deny the customer by telling it once per user).

If AQ sheet is already filled check if all details are correctly filled. Put
the chat on WOM as per AQ sheet TAT.

If details are not filled correctly fill the AQ sheet again and inform TL.
Put the chat on WOM as per AQ sheet TAT.

Dear customer, we regret to inform you that, due to Government

regulations related to the G20 Summit, we will not be able to
deliver your orders on the 9th and 10th of September 2023. 5-Sep-23
Normal delivery services will resume on September 11th, 2023.
We sincerely appreciate your unwavering support.”
Inform cx after transaction - you get cash back in 24 to 48 hr -- its
take 24-48 hr so need to wait /// if 48 hr done and then cx came 5-Sep-23
to us -then -- Probe customer order date and share tat , if tat over
fill in AQ Sheet

Dear Customer, we want to inform you about an email you

recently received from Reliance Retail Limited (RRL). RRL is
planning to reduce its share capital for shareholders who hold less
than 1% of shares, including Milkbasket customers like you. This
email is a procedural requirement.

The email mentions the balance in your wallet as of August 10,

2023. 2 Sep'23
Rest assured, there will be no changes to our services or the
amount in your wallet. Everything will continue as usual.

You don't need to respond or take any action regarding this email;
it's for your information only. If you have any questions, feel free
to reach out to us.

Do not create below CIMS in mentioned subcategories under any

case.

Go complaints 21-Aug
Management Complaints
NCH Complaints
Social Media Escalations
No complaints
SH MDA Complaints

Effective 4th Aug 2023, product image will be mandatory for all
color code Green, Red and Yellow customers irrespective of
amount.

Category Wise Bifurcation:

1. Spoilt Products - 4-Aug
Green Customers - Compulsory for all
Yellow Customers - Compulsory for all
Red Customers - Compulsory for all

2. Wrong Order/Wrong Items -

Green Customers - Compulsory for all
Yellow Customers - Compulsory for all
Red Customers - Compulsory for all
 Going forward Partial Wallet Refund as a process has been
stopped, if in case a customer reaches out for wallet refund they
would have to go for account closure option and can get a full
refund for their wallet. They will be given a refund of their wallet
balance excluding the Cashback amount. 28-Jul
Partial wallet refund ticket will be used as a query related to partial
wallet refund and CIMS needs to be closed by same advisor at real
time.

1. Applicable for the customer who gets the notification on the

application
2. Customers need to opt for membership within the offer date
3. Start date 24 July 2023 End Date 31st July 2023.
4. After purchasing the membership challenge will be activated
automatically
5. Customers need to make a minimum 15 orders within 30 days of
membership period and order value should be >=5000 the month, 25-Jul
6. Next renewal will be free of cost for the winner.
7. Any order which completely refunded due to any concern will be
excluded from order count and order value.

Tagging- Non order-Promotional offer query-CIMS status-closed

https://docs.google.com/forms/d/e/
1FAIpQLSd4gU6r1mYo7_pmzNSeQAPnJNG5fLHLptQHR3FRdUoxEGxqiQ
/viewform

Starting 20th July'23 reverse pick up of tetra pack as an option will

be disabled, carton pick up tab will also be removed from the
app(Blue Bag pickup is still live).
21-Jul
Template:-
"We regret to inform you that temporarily we have halted the
pickup of tetra packs for recycling. We will notify you once the
service resumes. We apologise for the trouble caused."
Going forward, if a customer raises a request for account closure,
they will only be eligible to get the closing balance of the wallet as
a refund (full and final settlement) and will not be eligible to get
the amount accumulated as Cashback or Value Pass Cashback
during account closure, since the last top up done by the
customer. Cashback amount of any sort will be non
refundable(from last or latest top up).

At the time of closure on MB application, customers will see two 19-Jul

options - Wallet (which will be the Refundable Amount) and
Cashback (which will be the Non-Refundable Amount).

Same information will be available to the customer over the app,

they will be able to see the bifurcation of refundable and non
refundable amounts.

Going forward if a customer reaches out for an issue related to

updating their phone number on an existing account, we will be
guiding the customer towards creating a new account with the
new number. Customers can close their existing account and can
sign up with a new number. 14-Jul

Not adhering to this would be considered as a "Non

Compliance".
Scenario - Customer contacted from new number for number
change - We will guide the customer to create a new account.

However if customer asked for refund of the wallet balance of

the previous number then account closure process needs to be
informed.
14-Jul
(2) Please follow below process under mentioned scenario:-

We need to verify the details of the previous number (Old

Account) on the new number when the customer contacts.

Validation guidelines which will be followed as below in case a

customer gives account closure from a different number in case
of the main number not working or customer is unable to login
through main number.

Step 1 - Request you to please confirm your registered mobile

number on the account once.

Step 2 - Request you to please confirm your address on the

account once.

Going forward if a customer reaches out for an issue related to

updating their phone number on an existing account, we will be
guiding the customer towards creating a new account with the
new number. Customers can close their existing account and can
sign up with a new number. 14-Jul

Not adhering to this would be considered as a "Non

Compliance".

If the customer is moving out of the country there is no need to

update the address as NS. We can simply raise account closure 10-Jul
and everything else on the account should remain unchanged.
 Order value Rs.0- Rs.100- Refund will be process after proper
validation of images. All other mandate checks needs to be followed as
per SOP.

Order value Rs.101-Rs.500- Refund will be process post approval of 10-Jul

TL/Supervisor. Also, Supervisor name needs to be mention under CIMS
remarks. (Agent will process refund only post supervisor
comments in CIMS are visible for Rs.101-500 amount)

Effective 28th July, product image will be mandatory for all color
code Green, Red and Yellow customers irrespective of amount.

Category Wise Bifurcation: 2023-07-07 (updated on

28 July- order level
1. Spoilt Products - removed)
Green Customers - Compulsory for all
Yellow Customers - Compulsory for all
Red Customers - Compulsory for all

2. Wrong Order/Wrong Items -

Green Customers - Compulsory for all
Yellow Customers - Compulsory for all
Red Customers - Compulsory for all

Customer will get Rs.50 cashback if transaction has been made on and
after July 3, 10:30 AM.

Customer will get Rs.200 cashback if transaction has been made before
July 3, 10:30 AM. (if no or less cashback credited, share details with TL
and work as per his response)

So, before providing cashback information, we need to check

transaction date and time and then share information accordingly.
5-Jul

If customer topped up through MOBIKWIK and received less or no

cashback at all beyond TAT. First check transaction date and if there is
any discrepancy in cashback credited then follow below process.

Chat status - Waiting On Me

CIMS - Payment Offer Not Applied
TAT to be given to the customer if chat is WOM. - 72 Hour
 "Subscription Charge" subcategory has been changed
to "Membership Charge".
3-Jul
2. New subcategory "Delivery Fees" has been added
under Non-Order - In this category we will be creating
cases for Delivery Fee related issues.

Unpaid Users - FTR (First-time Recharge) is Rs 250/-

30-Jun
Paid Users - SC ( Subsequent Recharge) is Rs. 1/-

3 new questions were added to the images asking sheet

Order id
Customer color code
chat id 29-Jun

Link of form -
https://docs.google.com/forms/d/1vTUBC27ufCfWiQYS
PIZCisjP0EZw5Nn5JCRhx63TwzE/edit

Cash collection scenarios are inactive and we are not 28-Jun

creating any cases for such issues

Process Reiteration
OB advisor will reach out to agent and the respective TL to close the
chat once the callback is done.

OB advisor will tag Chat agent in WFH with their respective TL to close
the chat once callback is done if the chat agent and the respective TL is 26-Jun
not available or on week off then we will connect with support TL to
transfer the chat to other chat agent to get the chat closed.

If the chat if of evening shift or morning shift then ob advisor will ask
support / respective TL as per their availability to transfer the chat to
other agent to close the chat.
 Process Reiteration
If admin and chat I'd not match
Or
wrongly ticket was created
Or
Concern is not getting matched 24-Jun

so need to highlight it in the mail

No one will close the ticket without TL's approval. Because it's out an
internal issue and customers should not be hampered due to the
agent's fault.

Going forward image is mandatory for all color code customers, if they
are seeking refund of any sort.

On the app, green color code customers would have to attach a

screenshot for orders above Rs. 25. CC team would also need to ask for
images, irrespective of the amount, especially on Spoilt, Damaged, Bad 22-Jun
Quality, Wrong Item orders.

Over Chat, we need to make sure these things are followed diligently
but at the same time we need to keep in mind we are properly asking
for these details without irating the customer.

2nd calling attempt needs to be made after 1 hour of first attempt

19-Jun
during call backs.

Tower addition tagging is updated in verloop kindly use the tag when
19-Jun
ever the requirement.

In order to de-link your Amazon account from the device, I request you
to please first open the Amazon app and logout from the old account.
Then kindly restart or force close the MB app and then reopen it.
Finally, within the Milkbasket application, please go to the Wallet tab, 14-Jun
select the amount you wish to add to your wallet and at the end select
the Amazon Pay option. It will further prompt you to login to your
Amazon account post which transaction can be completed.

The referral campaign is inactive for all the locations from 13th
14-Jun
June'23.

Referral is live from 6th June, new referral benefits (both parent &
8-Jun
child) for each is Rs.100
Under case of non connect/other, 2nd attempt needs to make after 1 hour 8-Jun

Name – Shivi
Customer Id – 2035566
Phone Number – 9828226066 24-May
317, A, Param Elegant Group, Jaipur
No refunds will be processed for this customer.

We are going to close the Mb operation at ROHSP01 Smart point from

May '25, 2023.
Referral campaign is inactive from today for all locations

Name - Rishi Kothari

Customer Id - 1121603 23-May
Phone Number - 9243120000
Address - 72, A, Ganga heights, Bangalore
No Action needed on this customers ticket
No call back to be done, discuss with tishank for any action.

Subscribe to save offer:- Subscription saving capping is only for 5-liter

milk per day per customer.
Recurring orders:-recurring orders where customers top up before
check-out time still orders are not getting delivered - We will inform
customers about unavailability issues only.
Refund process - Effective immediately, any manual refund above Rs.
200 needs to be checked and approved by the supervisor with approval
comments in CIMS tickets.
Refund Process- Also, We will not process refunds for YELLOW and RED
customers without complete account checks and due diligence by the 20-May
supervisors. This includes Return Request cases as well. Agents can ask
the customers to wait for 24hrs while supervisors do the due diligence
for these cases.

Membership update-The I button is not reflecting - It's only add

membership and remove membership options there.
Membership update-No relevant reason in the MSC form as of now for
goodwill waiver for OTDF, hence those cases need to be highlighted
over email till the time option is added in MSC form.
Referral offer- Referral amount is Rs 100 as per the sheet seen in the
meeting

"Membership will be canceled or will be marked

as expired if it is refunded going further"

15-May
Customers who opted for membership on their own, post being
charged per order delivery fee (2-3 times) will not be eligible for
Membership Charges Reversal in any scenario

If in case customer already has recurring order, the

membership will be automatically renewed. 15-May

Per order delivery fee will be charged only in case of Low

Balance.

If case one time delivery fee has been charged & asking for a
refund and is willing to opt for Membership Plan, we will refund
the one-time delivery fee

In case of any bug issues with the application customer is

unable to do any defined action then it will be escalated and
post proper check & approval refund will be given

We will NOT Fill CB Form for any case which is beyond Return &
Refund Window of 7 days from the date of order delivery under cases
where no CIMS is created within 7 days period. Will first politely deny
the customer and if the customer is adamant then will raise the issue
on email. 24 hours TAT needs to be shared with customer. This
includes OND, PD, Spoilt, Revoke , Price difference etc.
12-Apr

If customer connects us post 7 days but respective CIMS is already

created then will check details and take action as per SOP.
. If Customer is connecting within 7 Days and Issue is price difference
then will follow the same procedure will validate the price through
Image and fill the CB form.
Check all the duplicate accounts before proceeding refund or taking
any action as some Fraud customer has created duplicate accounts and 11-May
their fraud accounts are reflecting under duplicate list.

All customers will get the MSC Extension from back ends no need to fill
any sheet of mail for such cases. Already escalated by the MB team.

Just inform the customer that we have already escalated this issue 11-May
regarding membership extension and it will be extended as per the non
delivery of items due to operation issues in AHM. Chat status will be
close.
 Resolution

Step – 1 First we will inform the customer about the amount being
reversed to the source account from which the amount was last added
and we'll share the reference ID with the customer to check with the
appropriate source. 9-May

( If the customer still complains about reversal not reflecting)

Step – 2 We may ask for a bank statement or the statement of the

source account such as Paytm, Amazon pay, etc for further checking.

OTDF Refund process only in below mentioned scenarios.

1. complete order not delivered
2. Complete spoil order 8-May
3. Due to availability issue order amount of Rs 400 reduce and delivery
fees charges.

If any cx address change cims closed under decline for any reason.
Customer orders will not be delivered until and unless address change
cims will not close under approved . 8-May
Don't give resolution of availability issues in this scenario.
Getting maximum client escalation and external Fatals.

Ask customer to pay for membership fee and we will refund for the
3-May
same for one month free membership.

There is an Amazon pay link issue with Android users. The users are
getting password incorrect errors after entering the login details.
For now, suggest customer to use other available payment options. 3-May
We are checking with PG to resolve the issue. Information will be
shared once the issue is resolved.*

We need to inform customer that order will be delivery by 7 am 29-Apr

Suspicious customer, do not process refund without discussing with 29-Apr

TL, Account details- Customer Name & ID-Thrushi (2833399)

TAT- Within 24 Hours, Chat status will be closed 27-Apr

TAT- Within 24 Hours, Chat status will be closed 27-Apr

Any request of change in the tower raised by the Customer.

27-Apr
1. If customer has changed the tower and want to update the tower
27-Apr
2. If incorrect tower information was provided, but the customer
later on provides correct tower details for updation
3. If there is a new tower added in the society, and customer
requests to update the tower

Case where MB wallet balance is less than Rs.175+order

value- Customer will be able to place order with us. They can
simply opt out for Monthly membership by clicking on "i" 25-Apr
button and then delivery fee will be charged against that
order.

Please note that customer can check delivery fee details under
invoice of that particular order. If there is any customer contacting 22-Apr
us for this then we need to inform customer that same could be
checked under invoice.

Varun ( 2720248 ), Rishi kothari (1121603), neeraj nangia

(907562), R.S.PATEL (2025116), Janmejay Rai (153423), P.B. 2023-04-22 (updated on
Mathur (8366), Nikita Panchiwala ( 2770855 ), Shivam Shrimali 9 May
( 1487138 ), Anil (2757182), Anil (2833365), Thrushi (2833399)

If customer account is disabled or Freezed due to the mentioned

error is reflecting "Account restricted due to Violation of Terms" We
need to Follow the Below mentioned Process
21-Apr
The customer's wallet will stay in a frozen state as long as the
wallet refund ticket stays in an open state. Once Wallet Refund
gets closed in resolved then the customer can do top-up and also
add items into his/her basket

Membership case- If cx went offline during the chat conversation

on membership cases, then we need to put chat on WOU for
android user. We need to raise call back request for IOS user
under cases where customer went offline during conversation.
20-Apr

If customer went offline during conversation on wallet

transactions related chats then we need to raise callback request
as it falls under critical parameter

https://docs.google.com/forms/d/e/
1FAIpQLSfzulqt95oW4JL7LRo1fz3KDvu9NV4nKdRfgKo-dZdoJX4P1w/ 15-Apr
viewform
 We do not need to inform customer to label bag/basket in case
they received that bag from our end. 14-Apr
Do not use Milkbasket label template-bag under these cases.

we have extended the membership for 15 days for some

customers as a goodwill gesture so we need to inform customer 14-Apr
about it after checking details on Admin tool.

Going forward, the last response over the chat before putting the
chat on “Waiting on Me/User” will be from the agent and the
agent needs to inform the customer that they are parking the chat
and will connect with the customer soon with the
required/desired information.

Note: The template will be shared once it's been more than 1
Minute 30 Seconds since the customer's last response. But if we 12-Apr
have shared a response and the customer says “Ok”, “Alright” or
shows any type of acceptance then below template is to be shared
instantly.

Waiting On ME template- We acknowledge your concern and

we’ll keep this chat open. Please be rest assured that we will reach
out to you soon once we have an update from our team.

Credit limit for recurring orders has been updated to "0" for complete
11-Apr
user base

Referral is live from 6th Apr'23

Referral benefit is active in each city. Both referral and referee will get 10-Apr
Rs.50 (applicable in all city) under New referral benefit offer.

Effective immediately, any manual refund above Rs. 200 needs to be

checked and approved by the supervisor with approval comments in
CIMS tickets.

Also, We will not process refunds for YELLOW and RED customers 6-Apr
without complete account check and due diligence by the supervisors.
This includes Return Request cases as well. Agents can ask the
customers to wait for 24hrs while supervisors do the due diligence for
these cases.

Any concern related to Recurring Like Addition, Removal, or sharing

steps need to Tag under Non Order - Recurring/ Scheduled Orders 4-Apr
Removed.
 Under return cases- If order Value is more than Rs 300 then customer
needs to attach product images while creating complaint through MB
application. Without images, it cannot be proceed.

If customer did not received refund for recent Return request cases
due to product image update. Under this case- For GREEN customers
we, we will initiated refund and for rest color codes we need to refer
Goods Movement Sheet (Note- Initiate refund as per history and color 4-Apr
code. And need to main the Customers ID and Has to share with
Parveen at shift End)- Applicable for today only- THIS UPDATE IS
INACTIVE (5 APR'23)

Refund Need to Processed - If return pickup was failed in both attempts

or status is FAF then we need to follow process as mentioned under
Goods Movement Sheet

No query case- We need to close these case at shift end only.

Other WOU cases- We need to close only after 60 minutes. This time 4-Apr
may vary at shift end only

We have started to deliver reusable bags in some societies for order

deliveries. Please check the list and drop date to address customer
concern 3-Apr
https://docs.google.com/spreadsheets/d/16c-ma1D-fTPHTPeNRtKdJcaII5tvEyqzH7pUFu-0E6c/edit?usp=sharing

Cases where customer connected with us and complaining regarding

membership charges deduction and want refund. However, while
conversation customer went offline and not responding (with or without
reading message), we need to fill below form to initiate refund for 30-Mar
membership and share 72 hours TAT

https://docs.google.com/forms/d/e/1FAIpQLSfomqJbyBDLI-
IYim4ekDgQvSJxuLr4BC-DregWjIPWggKIJA/viewform

Referral benefit offer has been shut down from 15th March 2023 in all
22-Mar
cities

if any customer wants to return a product or is following up with us for

the return over chat, email or call then we need to ask for the images in 13-Mar
case the product amount is more than Rs. 300.
Under Follow up cases, if images are already attached on previous
13-Mar
chat/conversation then no need to ask for images again.

For unpaid users FTR (First time recharge)- 250 Rs

11-Mar
Paid Users - SC ( Subsequent Recharge) is Rs. 1/-
 Hub: Gurgaon, Noida, Ahmedabad, and Indore
Smart Store: RP Bagh, Vikaspuri, Kalka Ji, Vikram Palace, Shubham
Banquet,Great India Palace,Aditya Mall, BB-Mahagun,VR Mall,Smart
Jalandhar Puda,Smart Makrwali Road,Kumbha Marg

Template till 08th March: Please be informed that on account of Holi,

no delivery will be made on Thursday i.e 09th March. Normal delivery 3rd Mar
will resume from Friday i.e 10th March.
Have a happy, safe, and colorful Holi!

Template 09th March Only: Please be informed that on account of Holi,

no delivery was made today. Normal delivery will resume from
tomorrow. You can go ahead and add items for tomorrow's delivery.

Template till 07th March: Please be informed that on account of Holi,

no delivery will be made on Thursday i.e 08th March. Normal delivery
will resume from Friday i.e 9th March.
Have a happy, safe, and colorful Holi!
6th Mar
Template 08th March Only: Please be informed that on account of Holi,
no delivery was made today. Normal delivery will resume from
tomorrow. You can go ahead and add items for tomorrow's delivery.

We need to inform 2-4 Hrs for callback TAT on chat (No one should
13 Feb'23
quote less than 2 hrs)

Please consider auto response as no query if customer did not write

anything on mail/chat. Tagging/CIMS-No query, CIMS status-closed, chat
13-Jan
status-waiting on user. We need to close these chats at shift end by
same day

Terms and conditions of Spinny Campaign

Offer is applicable only if applied through Milkbasket
Old offer of cashback of Rs 200 on inspection and Rs 500 upon
selling of the car expired on 8th Jan 2023
The Milkbasket credit of INR 1000 is subject to successful selling of
car to Spinny, we are keeping a track of the same
Cashback will be credited by Milkbasket only and not Spinny
Milkbasket credit will be added to the Milkbasket wallet within 15
10-Jan
days from the date of successful selling of the car
Credit will be added in the wallet associated with Milkbasket
registered mobile number
Credit cannot be transferred to the bank account or source
account in case of any account closure
Terms of the campaign can be changed or the campaign can be
stopped without prior notice
Please write to hello@milkbasket.com for any information or query
need to create CIMS as per auto response shared by customer. We will
also do probing accordingly and can put chat on waiting on the user if
the customer is not responding.
Exception:- If customer selected below auto response and did not
mention anything else, then we need to follow the below process.
5-Jan
Auto response- *I want to speak to an agent OR I want to talk to
customer care over phone*
Under above case, we need to create No query CIMS and chat status will
be closed.

Cases where customers are complaining that value cashback is not

credited in MB wallet because of partial delivery, out of stock items ,
damaged/quality issue then we need to fill customer acquisition sheet
so that manual cashback can be added. Manual cashback needs to
provide for value pass cases - Partial delivery, out of stock items, 20-Dec
Damaged/Quality Issue.
Need to fill customer acquisition form. Share 2-4 hours TAT and put chat
status-waiting on me
Cashback would not be credited for the scenarios: Order by mistake &
order gets cancelled from customer end.

1) Any linked benefits will be credited within 24 hours of a

successful top-up by your invited user. 2) Linked benefits will be
valid only if your invited user lives in the same city as yours. 3) 16-Dec
Linked benefits not valid for accounts registered with the same
address.

If a customer raises an OND before 7:00 AM, please ensure to ask

the customer to check the order outside the door at 7:00 AM
before issuing a refund.

In case of the order is marked delivered but actually not delivered

before 7 AM still we will ask the customer to check the order 13-Dec
outside the door at 7:00 AM before issuing a refund. In case of
customer is not willing to wait then check with support for a
refund given that the order value is less than 300 otherwise try to
emphasize waiting.

The referral cashback for Parent ID is Rs. 100 & for child ID is Rs. 30-Nov
50 for all the cities.

I would like to inform you that you will receive your 30-Nov
cumulative/entire cashback post 2 days of the validity period of
the Pass. It will be credited to your Milkbasket wallet and you will
receive an intimation about the same via SMS/App notification.
 Dear Team, whenever customer use bot responses during
conversation, then please check and discuss with your TL and share 30-Nov
responses accordingly

The customer care team must not use this in any capacity as this sub-
21-Nov
category is being used by the Delivery team.

These customers' wallets were frozen due to fraudulent activity on

their accounts. Please cascade the same accordingly to the customer.
19-Nov
If any case customer questions his decision, just let the customer know
it was done to provide data protection and privacy for the customer.
We will refund the money back to source
In case of recurring/subscription scenarios, always advise the customer
to refer to app for making the changes by sharing the required steps
however it is MANDATORY to probe the customer if he /she want us to
make those changes on their behalf. 17-Nov
Example responses :- Please suggest if you want me to go ahead and
modify your order on your behalf. However, if you wish to make
changes on your own then you can follow the below steps:
Currently, All hubs are live for referral
Customer will be eligible only if in the referral list in the admin the
"Referee" is showing active.
Refer this link for referral TNCs :-
https://docs.google.com/spreadsheets/d/1HhkectAGYsaq_YthkTrZnKo 17-Nov
2jFVU_XM-RbSQvQExXP8/edit#gid=0
NLM Campaigns Information || Offers & Details :-
https://docs.google.com/spreadsheets/d/1PcecU6McwFakQSHR6B5M
xX_B1vHZrWnBnBeC2qvcZis/edit#gid=1887456402
Delivering Section - if society is showing in this filter. Society is
active and accepting orders given that delivery start is older than
today.
All society - it shows all the society details added in the system
irrespective of any delivery status.

16-Nov

Previous action - when we were creating a return request, we were not

assigning CIMS cases to OPS.
Updated action - When we are creating a return request, we need to 27-Oct
start assigning the CIMS cases to the OPS where the update/action is
required from the OPS end.
Previous TAT for callback was 2 hours
Updated TAT for callback is to be given as 2-4 hours over the chat to 10-Nov
customer.
 Where the advisor did not mention complete remarks under Error in
order cases example Order not deliver & Partial delivery etc we need
to mark fatal that ticket under Data Capturing -Actions Adhered and
Mandatory Checks Entered after Chat (Correct Disposition/Escalating
to other Depts./Service CIMS) parameter.
3-Nov
For non-order CIMS incomplete remarks and verloop tagging not done
cases will not mark fatal; it should be marked down under Accurate
Sentence Construction without any Grammatical
Errors/CIMS/Tags/Remarks/Spelling/Punctuations/ Parameter
# Should also guide the customer can also check all the relevant offer
details over the app by clicking the More option-Wallet-Proceed to add
money-Freecharge, Airtel Payment bank, Mobikwik, etc.
3-Nov
Note: In case any offer is not
reflected over the application however the customer is asking about
the same, Agent NeedsOffer valid with
to discuss once TL
perfor
user
an offer theyT&C related,
3. Valid from 01Nov to 31 st Dec 2022
4. A customer will get cashback from a freecharge gift instrument 3-Nov
within 72 hours which expires within 1095 days from the date of the
Get 100% cashback on credit and is
all fresh non-transferable
fruits and vegetables orders for 15 days
from the date of first wallet top up(Max up to Rs.500). Cashback will be
3-Nov
credited within 72 hours of the expiry of the pass. Offer valid for new
users only. Daily Cashback limit is 35
We will be processing cashback for only in cases where customer has
been charged for full amount instaed of 9 rs. If in any case customer
comes and asks for full charge for the mentioned list of items which
were supposed to be only 9 rs, we will refund the extra amount
charged. For example - if item price charged is 50 rs then we will refund
41 rs

As per the offer the customers who have placed the order of rs. 600 or
more, will get the NOTO Hapy sweets in rs. 9.
We may get complaints from the customers that they have been 29-Oct
charged more than rs. 9 for the NOTO sweetes
We need to process cashback to the customers incase they have been
charged more than rs. 9
Fill below sheet for the cashback
https://docs.google.com/spreadsheets/d/
1iQQZpkQyGWDBFFcqE6I5EFaZrC7Omprk9sSxCVVRgWc/edit#gid=0
CIMS/Tagging- Free sample related query under non order, Cashback
TAT-Till EOD
Chat status- waiting on me

1. Advisor should show a proactive approach to activate DI service in case

customer VOC related to such issues & issues are repeated on a regular basis
e.g ( Regular Spoilt product, Frequent milk leakage, Regular damage issues, etc.) 29-10-2022 (chat reading
#First we need to check on the admin panel if the DI service is activated or not -
If not activated then we need to follow the same process to make the customer observation-confirmed
experience more satisfactory. by Rohit)
# Ought to ask a customer if wants to activate any of the one DI services to
avoid any future issues (Ring bell Or Put in basket)
 29-10-2022 (chat reading
Delivery instructions can be activated by the customer through the app, if the
customer asks for the same we will share the steps for activating the DI. observation-confirmed
by Rohit)
We will not promise for any slot timing, just need to inform the delivery 29-10-2022 (chat reading
window i.e. by 7AM. If a customer having issue with early delivery then should observation-confirmed
take the feedback and will tag that case under Early delivery. by Rohit)

Dear team, this customer is fraud and do not process any refund for this
customer.

customer ID-1470826, customer Name-Shivam user (Admin

ID-https://admin.milkbasket.com/index.html#/customer/view/1470826? 25-Oct
tabIndex=1) & customer ID-1487138, customer name-Shivam Shrimali, Admin
link-https://admin.milkbasket.com/index.html#/customer/view/1487138?
tabIndex=1, Customer ID-(1662940)-Fraud customer

we have deactivated the Milk30 invite code from now. People who have
applied the code and become paid will get the benefits of this offer. People
who get registered from this code and not become paid till now will not get any 18-Oct
benefits of this offer. This code is expired for those users.

If there is any customer who is not available under TG and asking for offer
cashback, then first we will ask customer to share offer screenshot and will
highlight same to respective team by filling customer acquisition form. Need to 15-Oct
share TAT accordingly and keep chat status as waiting on me.

If customer ask any offer related query, please check saved address on system
is it serviceable or not … if it serviceable then we will go for resolution as per 13-Oct
customer query, Under serviceable cases we will not ask for address on chat.

Please follow below chat closing process

No response cases- Wait for 1 minute post sharing Issue resolution

confirmation on chat and then share further assistance on chat. Still if customer
is not responding, again wait for 1 minute before sharing closing on chat. This
time could be 1-2 minute but it should not exceed then 2 minute and should
not be less then 1 minute. Survey needs to share instantly post sharing closing 10-Oct
on chat

Cases where customer is responding-Issue resolution confirmation-share

further assistance instantly after getting response from customer end. Share
further assistance, closing and survey instantly.

Welcome Back, I will be more than glad to update you with the ongoing issue or
if you need assistance with another issue.
We really appreciate your patience and we want to inform you that (whatever
resolution is there, just mention that here) 10-Oct
Thank you for contacting us. For any further questions or assistance, feel free
to chat with us again or you can email us at “hello@milkbasket.com”.
 If a customer want to know how to connect with 'Pay with Rewards', then we
will route such customers to contact- support@twidpay.com
Customer VOC- I haven't got any resolution from support@twidpay.com then 6-Oct
ask the available team leader to highlight the same to MB team for further
resolution.

Our delivery window is before 7 AM in morning. Do not share 5 am-7am

1-Oct
delivery timeline on chat

Our daily offer journey that had 100% cashback is now changed to 50%
cashback.
All the categories, sub-categories and the cashback amount remains same. Also, 1-Oct
the TG definition will remain same.
Only the percentage cashback has changed for all target customers.

We have added a new option of "Offers & Rewards" under Admin Panel to
check all marketing offers for which customer is eligible. 28-Sep

MB bag pick up request service is live in Ahemdabad from 21st of

21-Sep
september 2022.

In case of multiple concerns/issues from the customer, tagging and creation of

CIMS will be in an order of incoming.

For example-Customer's first concern is Cashback not received and second is

want to enable Delivery instruction for order. Then we need to create CIMS&
tagging in same order as mentioned below
20-Sep

Tagging - 1-Cashback not received, 2- Customer wants to provide new delivery

instructions
CIMS - 1-Non order - Cashback not received, 2-Service related - Customer wants
to provide new delivery instructions.

In case of customers reaching out to support for expired or near to expiry

products, a non order ticket of "Expired Product or Near to Expiry Product"
needs to be created. It is mandate
20-Sep
1. Non order Ticket (Mandatory) : Non order - Expired Product or Near to
Expiry Product, 2-Order Ticket (Optional) : if refund is required for the raised
concern

Below are the 2 new payment options added on Milkbasket Application. We

can inform these basics information to customer depending on VOC.

This option will only be visible if you have the CRED app installed on the device.

Milkbasket RMN and CRED RMN have no relation to use this option
In case CRED app is not available on device, users will get a payment link on
whatsapp. (Payment link will be sent to Milkbasket RMN-Whatsapp).
This option allows our customer to redeem rewards points from different
sources i.e Flipkart Super Coins, Payback etc

There is no limit to using Flipkart Pay with redeeming Rewards points (TWID)
points. Customers can use a number of points as per their requirements.
Cashback will be received post return period under Flipkart super coins wallet.
Also we have 2 types of codes ( Instant cashback And redeemable rewards
points)

This option will only be available to customers who have Milkbasket registered
mobile numbers which is the same as the rewards points platform.

Go to TWID to check if you are eligible for this (For information purpose only - not to share with customer)
16-Sep
In case of refund of the transaction, be it full or partial, the amount will be
refunded to the source account.

We need to confirm from customers whether he has the same registered

mobile number with Milkbasket & the rewards points platform.

If the customer says "Yes", then Need to confirm whether the customer has a
reward point in his rewards points platform or not.

If customer say "Yes" in both above situation, then associates need to

highlight the case to the supervisor & ask for 72hr ( Status - Waiting on Me )

Supervisor will highlight all such cases to the MB team.

Steps on MB App- 1- Click on "Wallet" option 2- Click on " Proceed to Add
money" 3- Select option "Pay with Rewards"

Any customer connecting with us regarding CRED & Pay with Rewards offer
T&C, we will redirect customer to connect with respective gateway (CRED/Pay
with Rewards), customer can check same under MB application on payment
page also. If customer is adamant or insisting us for resolution then we will
highlight this to TL and TL will highlight this to external team

Please fill below tracker to fill the details in case any customer from
Ahmedabad request for bag recycle

Note : currently recycle bag pickup option is not available in

Ahmedabad

15-Sep
 15-Sep

https://docs.google.com/spreadsheets/d/1rUHHcZkoFRK0WS25PqV59lsqV3uYjmlUbBs4NRm-8Dw/edit?usp=sharing

Resolution- Just inform customer that recycle bag service is not active in
your area. CIMS-Bag to be picked up, status-closed, Chat status- As per
scenario

We need to fill below tracker for Ahmedabad AHM01 hub only where
customers reaching out to us for a shelf life concern. Shelf life of the
delivered item is ending on the delivery date or the next day.
For example- Order delivery date is 14 Sep, Product type - Bread,
Paratha & chapati, Shelf life of the delivered product is - 14Sep or 15
Sep.
14-Sep
If we are getting any case as mentioned in above example where order
is expiring on date of delivery or next day. Then, we need to fill below
tracker.
https://docs.google.com/spreadsheets/d/
13JTZTXs9U_8dk0XUKd1LrLqYwoVc9wZK58dH-oj4Z_s/edit?usp=sharing
No change in terms with CIMS and chat status. We need to follow earlier
process.

Any recurring order which is being added from the our end (backend
end) will have start date of D+2.
12-Sep
For example- Sep 12 - date on which advisor adds recurring order - The
recurring order will start delivering to customer from Sep 14.

Please start mention below details under CIMS remarks on Non

serviceable cases.
High Rise Societies:- Society Name, Society Type :Tower Base , Location- 30-Aug
Area Name, City name, Area pin code, Tower Name
Structure Row Housing:- Society Name, Rwa / Row Housing, Area
Name, City Name, Area Pin code, House No.
We need to fill below google form if we are escalating any issues related
to POD to be shared, Need statement/Invoice, Callback no answer and
monthly statement by email.
For account statement & invoice- Share 24 hours TAT to customer and
chat status needs to be closed
(Updated on 27 Apr) 29-
08-2022
Google form:- https://docs.google.com/forms/d/1Ham1YfJqsWq6YxQMxPgfmJpvqRaXVFoKT3xbkBdmGkc

Response sheet:- https://docs.google.com/spreadsheets/d/1ovLCBdewohoBnoatPo6oD-zqADxT1klfhQaBFHs30Vw/edit#gid=

If there is any customer who is communicating in hindi on chat then we

needs to continue in English only. However, if customer is not able to
understand English and asking us to communicate in Hindi on chat then 25 Aug'22
we will arrange a callback regarding same. Same needs to inform to
customer also.

Our callback window is 9 AM-9 PM- OB team. While arranging callback,

chat team needs to share a TAT of 2 hours. However, if we are arranging
callback post 7 PM, then we need to check the callback pendency from
our TL and will inform the TAT accordingly. If there is high out call
pendency, then we will inform next day callback TAT to customer. (We
need to mention TL Name under "Add Notes" on Verloop)
25 Aug'22

Example:- If we are arranging a callback at 8 PM and there is no callback

pendency then we need inform TAT of 2 hours and Outcall team will
make call to customer before 9 PM.
Exception:- If in case, customer is giving any preference for callback post
9 PM then we can connect with customer accordingly.

Any case where the advisor is confirming any scenario from available
TL/supervisor during chat then the advisor needs to mention the
respective TL/supervisor name "As discussed with" under the “Add
Notes” option on the Verloop panel. OPS need to share tracker 25-Aug
with quality team for discussed chat IDs with agent name on daily
basis for validation purpose.

Under cashback not received scenarios, we will not directly ask for offer
screenshot on chat, first we need to check marketing/offer sheet, TG
and other relevant details and need to inform customer accordingly. 24-Aug
However, if offer details are not available under marketing/offer sheet
then we can probe for offer screenshot on chat.

Customer VOC- order not delivered. Action- we just need to check order
delivery status and if it is showing delivered then we can follow OND 17-Aug
process.
If in case, extra item (non returnable) has been delivered to customer.
Now customer contacted us and is ready to use the item and asking us
to deduct the amount from his MB wallet accordingly. In this scenario- 17-Aug
TL just need to check the case with external team and then will fill
cashback form.

Under these scenarios, we need to work as per customer VOC. We just

need to initiate refund post checking mandate system checks as per 17-Aug
requirement.

We cannot check MB pickup requests raised by customer through

Application. We just need to take action as per customer VOC. If
customer is saying that its already raised by him and bags has not been
picked up yet than we will create CIMS under service related- MB bag
not picked up yet, status-Open (assign to ops). Share next day pick up
TAT. Chat status-closed
17-Aug

Customer VOC- I've got notification that MB bags has been collected
however its not been picked up by the delivery team. Resolution- Share
apology & create CIMS under MB bags not picked up yet. CIMS status-
Open (assign to ops). Share next day pick up TAT. Chat status-closed

Customer asking for job/career related information mail ID-

careers@milkbasket.com (CIMS-service related-others, CIMS status-
closed) & Customer asking for business/partnership-related 17-Aug
information- partner@milkbasket.com (CIMS-non order-Interested in
partnership, CIMS status-closed)

Any case where ANF (Address change) ticket is already created and
order status is showing not delivered then we will not initiate refund
under OND (order not delivered). We just need to highlight this to TL
and TL will highlight it to Technical team. Action:- Probe for address and
check its serviceability on Admin and inform customer accordingly. 17-Aug
Need to mention CIMS remarks on existing CIMS-Address change.
Refund will be automatically processed by concerned team and if in
case refund has not been done then TL will highlight this case to
external team. Chat status-closed

Any customer contacting for cashback of Rs50 under CIW offer Rs.50.
We just need to ask for offer image from customer and fill customer
acquisition sheet-Ankit campaign. Need to select "No" under" Part of
TG" option option while filling customer acquisition form. Currently we 12-Aug
do not have any TG for this offer
Share 2-4 hours of TAT with customer for cashback and update
In any case, where a customer shares any sort of proof for any offer, we
will escalate in the Customer Acquistion sheet. We will not deny
11-Aug
anything to the customer before getting an update on the escalation
sheet.

If customer is from serviceable area and he want to close his account,

then we will raise account closure and move address to SAC (service
account closure).
9-Aug
If customer is from non serviceable area and he want to close his
account, then we will raise account closure and move address to NS (No
serviceable).

Please follow below CIMS process while handling address related cases

CIMS-Address Change - When a new address is updated in account

under serviceable case
CIMS-Request for servicing new address - When new address is non
serviceable.
Non order -Address related query- where customer contacts us
regarding address confirmation(no change/updation in address is 9-Aug
done/required on the account).
Service_CIMS - Other+ fill Google form:- where customer contacts us
regarding address change but address is Partial Match of the shared
address within our database. G-form will work as a request to update
our existing details. (CIMS status-closed). Ask customer to wait for 24-
48 hours. chat status- waiting on me

https://docs.google.com/forms/d/e/1FAIpQLSdZKk7Do2orXub0dNxygrmEcGJeXS_D6eS165y4IyXEak7RQg/viewform

If customer is contacting us with VOC that he has topped up his account

but amount is not reflecting in MB wallet. Then follow below process

Need to check whether customer account is duplicate or not. If

customer account duplicate then we will check other account's
transaction history to check top up details then we will accordingly
8-Aug
inform to customer. If top up amount is showing on any one of
customer's MB account then we will inform him regarding same and will
not highlight it anywhere.

Under money not reflecting in MB wallet cases-Duplicate account- check

all basic mandatory check points on each account. Rest process will
remain same.

If there is any customer contacting post 7 days of delivery date for order
related issue-spoilt, damaged, bad quality, OND, partial delivery etc.

Mandate check point- CIMS history, images, color code, refund history.
Color code-Green then we can just go ahead and initiate refund if
history is good and case is genuine 30-Jul
 30-Jul

If color code- yellow & red then deny once politely still if customer is
threatening and want refund then just go ahead and initiate refund.
Need to fill cashback form and keep chat status as waiting on me.
Share 2-4 hours of TAT with customer

Team, please continue to follow issue resolution & further assistance as

we are currently sharing on chat. We need to share updated survey
template on chat:- I hope I was able to resolve your issue and provide 28-Jul
you with the necessary information. Please take a moment to rate your
experience, with this conversation.

Cases of difference in MRP need to be reported to support staff by

advisor, TL will report the same to MB team. Rest everything will remain 28-Jul
same.
We are running the Cashback campaign from 28 July, Below are T&C for
the same

Cashback Criteria: Buy anything worth Rs. 500 and get Rs. 100 Cashback
28-Jul
Valid once per user
Cashback will be processed within 48hrs of purchase
Order Cutoff time will be 8 pm
Valid only for Hamleys Store Category
Plese check mentioned order IDs where we need to unable to deliver
due to some unforeseen circumstances and process refund in CNA
28-Jul
(customer not available). Please ensure that these are not refunded
under OND

All refund cases where refund amount is above Rs.500 needs to be

approved by TL before initiating it into MB wallet. Advisor needs to
mention TL name under CIMS remarks who has approved refund. 27 July'22
We will not initiated any refund of above Rs.500 without TL approval.

We need to calculate offer cashback TAT post delivery date not from the
time of delivery. (for example:- if customer has topped up his MB wallet
on 25 July'22 and as per offer T&C its cashback credit timeline is 72
hours, then these 72 hours will gets complete on 28 July'22 end of the 25 July'22
day. We only can highlight this case by filling in respective form from 29
July'22 onwards. We need to check all required points before sharing
information on chat.

VOC- topped up their account by paying cash to Milkbasket sales team

and now want refund in their source account due to address non
serviceability or any other reason for account closure. Resolution:-
Never create account closure request on these cases. Highlight the
same to TL on mail and TL will highlight it to external marketing team.
We will take further action as per confirmation over email. (Chat
status-waiting on me, CIMS- refund related query & CIMS status-
Closed, TAT-48 hours). Advisor need to ask customer to wait for 48
hours so that we can update regarding same.
23 July'22
 23 July'22

Customer VOC- want to close MB account and account closure request

already raised by customer under same scenario then follow below
steps. 1- Inform customer that we are cancelling your account closure
request and ask customer to wait for 48 hours. 2- Escalate same to
your TL and TL will escalate it further to marketing team and we will
update customer once will get confirmation on same. (Close CIMS
under customer retained and mention complete CIMS remarks, Chat
status- waiting on me)

If customer is received multiple offers and filling the criteria & eligibility
of offer as per its T&C then customer can avail benefit of multiple offers 23 July'22
on top up or products at a time.
If address change CIMS already created and customer contacting us to
know regarding 1- order delivery status, 2-any other item not delivered
but was added under basket, 3- address serviceabilitiy
Please follow these steps:- 1- Check previous CIMS:- If CIMS already
raised under address change check its status and follow as per below
scenarios:-
CIMS-Address change, status- closed with approved:- Re-confirm
address once again on chat and then share information information
accordingly

CIMS-Address change, status- closed with declined:- Re-confirm the

address on chat, check address serviceability on admin and inform
accordingly. If address is serviceable:- create address change CIMS and
closed is under approved & if address is unserviceable- Create CIMS 18 july'22
under request for servicing new address

CIMS-Address change, status- Open:- Confirm the address on chat,

check address serviceability on admin and inform accordingly. If address
is serviceable:- create address change CIMS and closed is under
approved & if address is unserviceable- Create CIMS under address
change and closed it under declined

CIMS-Address change, status- Open:- Customer contacted with above

VOC but stopped responding on chat, Create CIMS under:- address
change & close under declined
For rest existing customer:- we can continue to handle cases and
tagging it under address change & request for servicing new address as
per address serviceability

Blank chats - no concern shared from customer - closed the chat

instead of putting on waiting on the user. CIMS- no query, Chat status-
closed

Waiting on me - same-day closure if the issue is already resolved (ex-

order-related issue - late delivery). Next day closure in case of
pendency from another department (tech, marketing). Escalate if the
case is not resolved within 24 hours of the issue raised.
13-Jul
 13-Jul
Auto query:- I want to contact customer care over phone:- Just create
CIMS- No query. Do not need to create Call back request until and
unless customer is not asking for callback by writing manually on chat

Waiting on User - Concern is shared by customer but we still need

essential information from the customer to resolve the issue. - Put it on
waiting on the user. Refer waiting on user sheet available on SOP home
page for its closure process

Any case where customer is connecting with VOC-cashback not received

under scheme offer (Invite code-FNV& milk), if the cashback TAT is over
6-Jul
then fill Growth offer campaign under Acquisition sheet. Share TAT of 24
hours to customer and keep chat status as waiting on me.

We need to fill Cash in wallet offers under Ankit campaign as per POC in
5-Jul
marketing sheet.

Account closure- When customer want to close their account and do not
want to continue with us. We will refund entire MB wallet amount to
customer's source account. Just need to raise account closure through
admin panel, no need to create CIMS, it will automatically raised. Refer
account closure sheet for detail information.

Under partial wallet refund- we will initiate refund of partial 5-Jul

amount( MB wallet) to customer's source account. Here customer will
continue milkbasket services.
Just create partial wallet refund request by selecting NON order-partial
wallet refund and mention refund amount under CIMS remarks. Ask
customer to wait for 9-12 business days.
Referral process has been shut down in every city

Referral shut down has been implemented w.e.f from 28th June. In case
of any user (registered on or before 27 June and becoming paid after) 28-Jun

seeking benefits, after checking the TnC, fill out the cashback form
and notify support.
Escalate same to your respective TL, TL will coordinate with external
Milkbasket team and then they will send confirmation email to the 30-Jun
customer from hello@milkbasket.com

If customer contacting us post 7am as order not delivered to him, check

the delivery status and if it is showing delivered then follow OND
process and initiate refund. And if delivery status is pending/in progress
then ask customer to wait till 9am. 26-Jun
If there is any customer who is not ready to wait till 9 am then we can
process refund if order value is normal. For high value orders, we need
to escalate same to TL and take action accordingly.
If any customer connecting with us for order return request-returnable
cases, ask customer to wait for next day for pickup-red/yellow/green.
Do not intiate refund (green, red, yellow customer

25-Jun
 Customer VOC- return request already raised and item is not picked,
irrespective of the color code, Process refund instantly and ask the
customer to keep the item outside (if it's 1st day). Share next day pick
up TAT.

2- Raise fresh return request (if it's 2nd day) and item has not been 25-Jun
picked up yet by delivery team - Immediately escalate such cases to
available support. Closed the product in NO refund under CIMS and add
product under the same sub category. (CIMS will stay as it is- NO need
to create new CIMS. One more line item will be added with same
product and same issue)

Need to follow goods movement sheet. Below is the link

https://docs.google.com/spreadsheets/d/
1JfqUSw8_M7hw1i0caIVcmwoFrICj0yQNSKBkH6Ob8Rg/edit#gid=0

Please move address under others-NS if customer address is not

25-Jun
serviceable. Also, mention customer address under CIMS remarks

Kindly fill the below tracker where any customer from the Mohali hub
reaching out. Customer issue can be related to anything but if customer
is residing in Mohali then we need to fill below issue tracker. 24-Jun

https://docs.google.com/spreadsheets/d/1ID4JO6puA2sdFxyt52FCgHJ3n6g9HqTs8DJo_Jx6k9c/edit#gid=0

IF customer is asking for customer care number then try to convince

customer to share concern on chat if customer is active. However,
scenarios where customer stopped responding on chat then we need to 20-Jun
arrange a callback. Chat status-waiting on me, CIMS-callback request &
CIMS status-Open

Monthly membership charge of Rs.152 will be deducted and as an

exclusive offer for these customers, we'll revert Rs.103 as cashback; the
effective membership charge will be Rs.49
Start Date & Validity:
Start date-13 June' 22- No offer end date till now
Validity- once charged, membership will be valid for 30 days. Offer is
applicable on once per user

From 13th June'22 onwards, when a customer adds a product to the

basket, a once-a-month Rs.152 charge will be added to his basket and
deducted at midnight along with the order. For the customers with a
discounted charge of Rs.49, cashback of Rs.103 will be credited to their
Milkbasket wallet within 2 days of membership charge deduction.

If in case, any customer reaches out for MSC, process cashback of Rs.
103 and highlight the same in the G-Sheet. Below link will be used for
both- as TG to check eligibility for offer & to highlight cases (Just need
to mention customer ID and advisor name while highlighting case)
14-Jun
 14-Jun
https://docs.google.com/spreadsheets/d/18I5XMVo80XSXMk-3D8t_omtJEwXjUsxonRdgf0XhfN0/edit#gid=0
Actions & check points while handling chats on this scenario:-
1- Check the user ID in the membership_49.csv file to check eligibility for offer

2-If Id is not available - inform the customer about non-eligibility and close.

If yes - then check whether CB of rs 103 was added to the wallet or not. if yes- then inform and close, if not - highlight the id in Gsheet - an

CIMS-Subscription charge, Chat status-as per scenarios

If yes - then check whether CB of rs 103 was added to the wallet or not. if yes- then inform and close, if not - highlight the id in Gsheet - an

Under beyond TAT cases- Please ask customer to wait for 24-48 hours for update.

Please go under-Process templates-membership offer@49 for templates

There are offers where cashback will be credit post completion of

milestone period. We need to check cashback TAT properly in marketing
8-Jun
sheet before highlighting this to concern team by filling respective
forms.

Dear team, please start handling customer concern as per query/issue

selection done by customer on chat window. We need to make probing
and create CIMS accordingly. If in case customer has selected multiple 8-Jun
auto saved query/issues and did not shared any concern after assigning
of chat to us, then we can create CIMS under no query

In Society arun excello temple green heights- chennai- we are not

allowed to do doorstep deliveries,Also we have sent multiple push
notifications to collect orders at the society gate,But Cx's did not
collected and raising the OND issues. 7-Jun
Delivery guy waiting at the security gate till evening 4pm to serve Cx's,
after 4pm pending orders have been given to security.
We need to ask customers to collect order from society gate instead of init

Customer coming with VOC- cashback not received under Airtel

payment bank offer.
Go under Payment offers sheet under Invite code information link,
there you need to check whether customer is eligible for offer by
checking all eligibility criteria and cashback TAT

If TAT (72 hours) has already breached (beyond TAT case) and
customer has not received cashback then we will ask customer to 4-Jun
contact Airtel payment bank team. Please note- we are not
providing any cashback under Airtel payment bank top up offer
so please do not highlight or fill it under any sheet.
 4-Jun

Template under beyond TAT:- I really apologize for the inconvenience

caused to you. I request you to please contact with Airtel Payment team
for cashback issue.

Applicable on all offer under Ankit campaign

Step-1-VOC-cashback not received-beyond TAT cases
STep-2-Check TRANSACTION HISTORY to check eligiblity for offer
Step-3-If customer is eligible then fill customer acquisition sheet-Ankit
campaign and ask customer to wait for 2-4 hours, Keep chat status- 4-Jun
waiting on me, CIMS-cashback not received (status-closed)
Check customer account after 2-4 hours and if cashback added, then
inform same to customer, Chat status-closed
DO NOT ASK CUSTOMER TO WAIT FOR 24 Hours.

Green customer reaching out with Product Return query… process

refund first and then ask customer to keep the product outside. DO NOT
MAKE THE CUSTOMER WAIT FOR REFUND UNTIL THE
PRODUCT IS PICKED.
For Red & Yellow customers, refund only be done once order will be 4-Jun
picked up
For Red & Yellow customers, Exceptions can still be there but numbers
of exceptional refunds should not be high… and all such cases needs to
discuss with TL if we are initiating refund before order pick up

Currently these are the cities where Subscribe to save offer is running-
Hyderabad, Jaipur, Chennai, Bangalore, Gurgaon, Noida03,
Jalandhar and Ajmer, Noida02, DLWSS01, DLSNPRBAGH,
PBSSVRMALL
Subscribe & Save is live now in Gurgaon01 (GGN01)
Programme construct
Save 5% on 1 item, 8% on 2 items, 10% on 3 or more items
(Applicable on dairy, breakfast, fresh)
Cashback will be credited by same day of delivery
Below is the link for product list 17-Aug

https://docs.google.com/spreadsheets/d/1-VgEpM4eB7l4wHgH9gOTEMhSL5ChWIfZCYGqK0UtTqs/edit#gid=238479506

Notification reflecting on App- In App Notification:Starting 30 May

2022, we are launching "Subscribe to Save", a new subscription
program where you can save upto 10% on daily essentials. You will
automatically move from current recurring/subscription benefits
to Subscribe to Save effective 31 May. Visit the Calendar page
tomorrow to know more!
If Green customer connecting with us and they want to return their
order-returnable order. We need to initiate refund to those 25-05-2022 (Re-updated
customers instantly. Also, ask customer to wait for order pickup and as per update 4 June)
inform pickup up TAT accordingly.
 If there is any customer connecting with us and claiming that they
have got the SMS of rs. 150 has been credited to the milkbasket
wallet. Please ask for the screenshot of the SMS and update those
cases in the big saving day tab under the acquisition sheet 17-May

Fill acquisition sheet for all the customers who reached out to us
today regarding CIW.

Applicable on all cashback offers for all customers, for all types of
campaigns, irrespective of the TG
We will ask offer image but if any customer is not able to share the offer
image still they will be eligible for cashback. Do not force any customer
to share offer image. (Whether available in TG or not- all customers
will be eligible for benefit)

First of all, check the marketing offer sheet and ask customer to
wait for mentioned TAT under offers if customer is contacting user
within TAT. If TAT has been over then w e need to fill the customer 17-May
acquisition form- Ankit sheet and ask customer to wait for 2-4 hours. If
offer is falling under any other campaign apart from Ankit campaign
then share TAT of 24-48 hours for update. Below template needs to
used:-

I would like to inform you that I have escalated your issue to our
concern team. I request you to please wait for XXX hours, our
team will update you regarding same. We really appreciates your
patience and thank you for bearing with us in the meantime.

1. 20% cashback on first top-up of Rs 500 or above; maximum upto Rs 200.

2. 100% cashback on 10 days of free milk, fruits & vegetables; maximum upto Rs 300
13-May
3. Offer valid only for new users
4. Benefits will be received within 48 hrs in Milkbasket wallets

We need to click on account closure on Admin panel and select

the available reason as per customer VOC.
CIMS- Account retention will automatically raised however we do
not need to go on CIMS page and mentioned the remarks
separately.
13-May
Only in case we are selecting "others" option as a reason for
account closure on Admin panel then we need to mention
complete customer VOC in notes along with the reason of account
closure.
CIMS status-Open, Chat status-closed/as per VOC
•This update is applicable on top up offers only where customer has
topped up his account with some specific amount but did not get the
cashback as per offer T&C.
•It is effective to all cases since 26 Apr’22
•We will ask offer image from customer. If in case there is any
customer who is not able to share image of offer but they have topped
up their MB wallet with required amount, then they will also be
eligible for cashback. (whether available in TG or not- all customers
will be eligible for benefit)
•If customer contacting within TAT after top up then ask customer to
wait, so that same can be credited in MB wallet.
•If customer contacting beyond TAT after top up, then we need to fill
the customer acquisition form- Ankit sheet and ask customer to wait
for 2-4 hours. Below template needs to used:-
12-May

I would like to inform you that I have escalated your issue to our
concern team. I request you to please wait for 2-4 hours, our team
will update you regarding same. We really appreciates your
patience and thank you for bearing with us in the meantime.

•Any customer who is repeated and continuously contacting us since

few days for top up offer cashback, then we need to fill the customer
acquisition form and ask customer to wait for 6 hours. Also, highlight
these cases to your TL on priority basis.

Under Red customer cases:- If customer is not able to provide

offer images, also not available under TG then we will deny for
benefit to these customer. We will not escalate these cases by
filling respective form.

"Waiting on me" chats- Agent needs to check and close the chat
with associated cims ticket within 24 hrs until and unless the case
is escalated and is pending with another department like Tech
related issues. (It is the same process as we are following now)

"Waiting on user" chats - Going forward agents have to close their

waiting on user chats as well in 24 hrs if there's no revert from the
customer and the cims ticket associated with the chat needs to be
closed as well without a miss.
Below is the Template needs to used while closing waiting on
user chat-

Hi Ajay,
As we haven’t heard back from you since our last conversation
we have to close this chat.
Please feel free to chat with us again or you can email us at
“hello@milkbasket.com” in case of any further assistance or
questions. 7-May
 7-May

Chats and cims tickets will be closed if we have provided proper

resolution and the resolution/information message has been
delivered to the customer.
For IOS users if the message has not been delivered to the user,
we will be doing the following activity for 1 week -

1. For any critical case if the resolution/information message has

not been delivered, the agent will raise a call back and mention
the same in remarks by adding IOS in remarks.

1. The Calling agent will check and resolve it, also he will need to
update the entry of the same so that we can have a proper record.
He needs to fill the below google sheet

https://docs.google.com/spreadsheets/d/1wVXW_I-18MEjKtU6uxf_uqsEw1aVFpQbef0GJEaivtM/edit#gid=0

Subscribe to Save is now live for Chennai and Jaipur.

Program construct:
Save 5% on 1 item, 8% on 2 items, 10% on 3 or more items
(Applicable on dairy, breakfast, fresh)
Save Rs 2 per litre (for JPR), Rs 4.4 per liter (for CHN) on Fresh Milk
items. 5-May
Cashback will be credited by same day of delivery
Below is the link for product list

https://docs.google.com/spreadsheets/d/1-VgEpM4eB7l4wHgH9gOTEMhSL5ChWIfZCYGqK0UtTqs/edit#gid=238479506

This is to inform you that we are

discontinuing referral cashback offers in West Delhi & Dwarka.
West Delhi (Referral Dismissal Date)- 28/04/2022
Dwarka (Referral Dismissal Date) - 29/04/2022
In case of any escalations, TL will reach to external support team to
process Rs.250 cashback for genuine customers who have sent
a referral prior to the dismissal date 29-04-2022 (old update)

The referral cashback for Bangalore has been updated to Rs 50

from Rs 250. ( Update date-29 Apr'22). Please check update of
8 June for benefit amount.

Recycle bags pickup service is active in every city except Smart store
hubs locations
Request-If customer coming with bags pick up request, redirect them to
raise the complaint by Milkbasket App. Below are steps:-
Menu - Recycle packing material - Select option - Recycle delivery bags -
Recycle now.
CIMS - Service-related - Bags to be picked up - close (do not need to
assign to OPS)
TAT for bag pick up- Next day from the date of raising request
Complain scenarios:-
29-Apr
VOC- bags not picked up yet
Under above VOC- we need to guide customer to raise request through
App and customer states that same is already done but bags has not
been picked up yet
We will apologize and assure the customer that the request will be
fulfilled tomorrow.
CIMS - Service related - MB bags not picked up - open status - assign to
ops
In case of bags are not picked up the second time as well - TL will
escalate to external support by sending an email to the ops team

•Jio Cashback redemption ends on 30th Apr ‘22

•Available Jio cashback can only be redeemed on orders that will be added to
basket by today-29 Apr before midnight and all the remaining points will
lapse automatically.
29-04-2022 (old update)
•Jio Cashback info in the sidebar menu will be removed/hidden starting
tonight.
•If in case any of the customers are still able to see the Jio Cashback option in
the sidebar menu, their balance will reflect as Rs. 0.

Delay in delivery||DLWSS01.. Expected Delivery time is 8:30 AM

delay in delivery at Hyderabad. Expected completion time is 8:30. 27 Apr'22 (old update)
Late deliveries @ Bangalore.. Expected completion time is 8:30.
Important update for Returnable products
1- Going forward we will not create Product Return Request- service
related category
2- We just need to create CIMS under Order category as per issue. When
you select the issue for product - if it is returnable then CIMS create
product return request automatically. Eg. Order by mistake 21-Apr

3- we will only create such cases and leave it open - once pick up done
will be marked by DE then refund will be automatically processed.

If customer's profile is Green color code, then initiate refund instantly

and then ask customer to keep the item at doorstep for pickup

Final Construct being rolled out:

- Monthly membership charge of Rs.152 will be deducted and as an
exclusive offer for these customers, we'll revert Rs.53 as cashback;
effective membership charge will be Rs.99.
 - These charges will be applicable for the users paid after 1 July 2021
only- (customers who has done their 1st payment after 1st July 2021)
and no membership charge till date, across GGN01, NOIDA02, and
NOIDA03.
This offer is applicable for customers who will pay their subscription
charge 1st time from 25 Apr'22 onwards.
Offer Start Date & Validity:
Start Date- 25 Apr'2022
- Validity: Once charged, membership will be valid for 30 days.
From 25th April'22 onwards, when a customer adds a product to the
basket, a once-a-month Rs.152 charge will be added to his basket and
deducted at midnight along with the order. For the customers with a
discounted charge of Rs.99, cashback of Rs.53 will be credited in their 20-Apr
Milkbasket wallet within 2 days of membership charge deduction.

Since this is rolling, for a customer who orders say on 25th April'22 it will
end on 24th May'22. The next cycle will begin whenever they order the
next post 24th May '22, be it 27th May, 1st June, or any other day.

It is one time offer. Eligible customer will get this offer at one time only

Communication Plan:
- We'll start informing customers regarding the same from tomorrow
(20th April'22) onwards till 28th April'22.

- Communication Channel: Push, SMS, In-App Popup and L2 collection.

All the customers will be redirected to a static HTML one pager
through these comms. This HTML page has information about
membership details and exclusive offer information for these customers.

Another subscription offer launched in same hub for specific customer

only. Offer name-subscription@free extension

We have activated Subscribe to Save for BLR01, all orders with delivery date on or after 17 Apr'22
All customers on recurring discount will move onto Subscribe to Save
automatically starting 17 April drop.
Program construct: Save 5% on 1 item, 8% on 2 items, 10% on 3 or more
items on subscription.
Program construct:
17-Apr
1-Save 5% on 1 item, 8% on 2 items, 10% on 3 or more items
(Applicable on dairy, breakfast, fresh)
Please find here the link where we can check product list

https://docs.google.com/spreadsheets/d/1-VgEpM4eB7l4wHgH9gOTEMhSL5ChWIfZCYGqK0UtTqs/edit#gid=238479506

•Benefit:- Rs.250/150 (as per location) for both parties Referrer &
Referee
 •Address:- Referrer & Referee’s city should be same for benefit
eligibility.
•Account duplicacy:- Referee account should be unique to get eligible for
referral benefit.
•Ways to use Referral code:- 1- By entering code while sign up, 2-
Directly clicking on referral link, download MB App and signing up,
referral code will get automatically applied.
•TAT:- Benefit will get credit within 24 hours post 1st top up.
•Note:- if customer has not received option to enter referral code at time
of sign up then he/she can enter referral code at time of payment
Different benefits are there as per city.

If customer is eligible for referral casback and meets all mandate

condition-same city, unique account and 1st top up has been done by
referred person. Also, if 24 hours has been breached-from 1sr top
up, then need to fill engagement sheet-customer acquisition form
and share 24 hours TAT to customer. Chat status- waiting on me,
CIMS-no order-referral cashback not received (status-closed)

This service is deactive as of now, customer can use his own basket
labelling with "Milkbasket"
It was done due to unavailability. we are going to inform the same to the
customer that due to unavailability we have removed the recurring order.
16-Apr
we are working on it and soon we will resolve it. (No tentative timeline
needs to be shared with customer)
It is a CIMS backend change where customers will be auto refunded in
case of OBM (order by mistake), order/item (Perishable) value less than
100, and color code is green. TAT for refund-24 hours. We do not need
to inform anything to customer.

If customer not responding over the chat after sharing the concern "
Agent probe for any SS or issue image to validate the same " we can put
chat status on waiting on user
Customer did not read all the resolution on chat and stop responding
keep chat status waiting on user
Need to share correct jio cashback offer templates with clear information
date and order eligible for offer or not informations
Need to provide complete T&C of offer's over the chat , If we found that
on one coupon code there are multiple offers running with different T &
C we need to share all offer T&C with the customer.
We should first navigate all the reasons " Example - wallet balance ,
MSC last date , If found there is no such low balance and MSC issue
then educate about further troubleshooting and ask for sharing the SS of
error.
Make sure we will mentioned complete remarks with offer name "
Refund amount " Address details in CIMS remarks

12-Apr
 If any customer is relocating to a new place where we are non
serviceable & customer asked to transfer the amount then we need to
inform the customer about account closure.
If the customer is old & still asking why MSC is charged then we only
need to inform the customer about his previous MSC details no need to
inform about the Trial period. 12-Apr
We have asked the agents that all such types of issues need to report on a
real time basis to the respective Team Leader.there was a technical &
network issue which resulted in delay in response and chat got
transferred to another agent.
Unable to create CIMS , Delay in Response , Unable to process refund ,
Unable to revoke refund amount …Etc…

Live in Hyderabad Hub (HYD01) starting today (1 April 2022). (order

placed on 1st Apr)
In doing so, we will turn off the recurring discount, and notify customers
about the new program. The Subscribe to Save benefit will apply to
customers starting 2 April (orders whose delivery date is 2nd Apr). We
have started communicating the same to customers.
Program construct:
1-Save 5% on 1 item, 8% on 2 items, 10% on 3 or more items
(Applicable on dairy, breakfast, fresh)
2-Save Re 1 per liter on Fresh Milk items
Cashback will be credited by same day EOD
Please find here the link to check product list
https://docs.google.com/spreadsheets/d/1gROvonreEpKZP-mFFkRlJJuiEgUmZLGRH5_AosSEyXw/edit?usp=sharing

Customer will not be able to redeem Jiocashback on orders delivered

29 Mar'22
on 29 Mar'22 morning.

Template needs to used:- I really apologize for the inconvenience

casued to you. I regret to inform you that due to technical glitch, Jio 29 Mar'22
Cashback points could not be redeemed on orders of 29 Mar'22.

From 31 Mar'22 onwards (orders placed on or after 31st Mar'22 will

not eligible for Jiocashback), Jiocashback earning has been
discontinued. (Customers will not be able to earn any jiocashback 29 Mar'22
points on any orders). However customer can use the available
Jiocashback points till 30 April'22
First need to check customer in TG for cashback & informed customer
about eligibility, if customer is not eligible & still customer asked for
that offer then associate need to be filled the google form as per offer
(Chat status- Waiting on me) 28-Mar
Chat status should be Waiting on me & CIMS will be assigned to team
CC only due to non critical issue. (Do not assign it to Ops team).
However, if customer VOC is that he is facing delay in delivery issue
frequently then we will assign it to Ops team 28-Mar
 If any CIMS created by customer and customer revoke the same , Cims
got removed or not visible in that case we will provide BOD to the agent.
28-Mar
If a customer does not respond and mentions CALL ME without sharing
any concern then arrange the call back for the customer , Chat status
waiting on me 28-Mar
Delay in response is a Non fatal parameter however it depends on
severity. IF feedback has been shared 2-3 times over delay response
mistake but if found multiple repeated error in delay in response case
than chat will be mark as fatal 28-Mar
Need to Update complete address , Refund amount , Top up amount
date , Offer name and cashback details , Product name and resolution.
(As per scenario) 28-Mar
(i) Customer asks the advisor to transfer the chat to manager/supervisor.

(ii) Agent will inform the TL in shift who will transfer the chat to himself
and handle accordingly, seek support from MB team, if required
(iii) In case TL is busy with another chat/call, QA will support in taking
the escalation chat.
(iv) Agent will transfer the chat if the customer asks for it, even if an
outcall has been arranged.
(i) OB advisor is on a call and the customer wants to talk to a
manager/supervisor. Advisor will inform the customer that a call from
the supervisor is arranged and the same will be done immediately and
inform the TL with details.
(ii) TL will out call the customer and provide the resolution. If required,
will consult with the MB team for support.
(iii) In case TL is busy with another chat/call, QA will support in taking
the escalation call.
validateProcess
producttoimages,
ask forthen
screen recording/video
we can over
ask for product chat:-
video so that we
can validate same and can share resolution accordingly. (Red & Yellow
customer)
doing any activity on App then firstly we will go ahead with
troubleshooting steps as per SOP. If still issue persist, then we need to
highlight same to technical team. We can ask for screen recording only if
Technical team confirms us regarding same.
1- Unseen messages- single tick , No blue tick
v Providing T&C of offers
v Irate customers not read message
v Offer/Cashback related information not seen
v Any critical information not seen by customer
v Refund Revoke cases
2-All Potential escalation cases ( threatening for social media,
adamant customer asking for callback, using words like fraud, fake,
cheater)
Note:- Chat Team- Mandate to mention verloop chat ID under
remarks on every callback CIMS.
Note-Outcall Team- While checking the chat details before callback,
if blue ticks are there over chat than no callback required. We can
close the callback CIMS with remarks – “Customer read the
message so no callback required.”
Unseen messages- No callback required scenarios
v Address check/Updation
v Refund initiated through CIMS (OND, PD, Spoiled, Damaged)
v Delay delivery
v Account closure
v Cases where we have shared TAT
* We need to arrange a callback on cases where customer is not
reading our resolution post sharing his entire concern or anytime
during the conversation post sharing his concern
*We need to wait at least 4 minutes over chat so that customer can
start responding us again, if not responding then go for callback
process instantly.
*Do not use callback template over chat

* If blue ticks are not appearing over the information that we are
sharing over chat, means that customer is not reading, or there is
only a single tick mark which means message is not delivered.

*Chat status-waiting on me
CIMS- Callback arrange
CIMS status- Open
Once the call is done and resolution is provided chat agent will close
the chat with message "As per the conversation over call with our
executive the resolution has been provided to you" Follow other
mandate steps of closing and tagging.
Fill google sheet for outcall
If customer was not contactable at the time of calling by outcall
team, then we will change chat status from waiting on me to waiting
on user with message:- Our team tried to contact you over call
however we couldn't reach you. Request you to please confirm your
preferred or alternate number time so that we can connect and
provide you resolution.
Note- Mobile number needs to update only in case of- loss of mobile
number, deactivation of mobile number, phone number change
request.
1-Verify address on account.
2-Verify Registered Mobile number on account.
Before updating the mobile number, inform customer that the system
will log you off from the device and you need to log in again with a new
OTP for a seamless experience.
After Verification, share customer’s details with TL over email, so
that same can be done.
Note-Mandatory action for advisors
1- Need to open Admin Panel
2- Click on More Action
3- Click on User logout from all devices
CIMS- Non order-Customer Details update, Chat status- Closed
1- Ask for the image of product & Empathise
2- Ask customer not to open the product (if not already open) for the
time being
3- Ask customer to wait for 3-4 hours so that we can escalate
4- Escalate to TL who will escalate to MilkBasket Team, follow up
till closure
5- Do not ask customer to use the product in any case
MFD not available/Expired/Lumps in product- CIMS- Spoiled item
and chat status- waiting on me
*If the customer request to connect with a senior/supervisor over
chat only and does not want a callback ,then advisor needs to inform
same to available TL. TL will assign the chat to himself and will
proceed further on chat.* CIMS-As per VOC & Chat status- as per
scenario & resolution

We have started MB bags pickup service in Bangalore, chennai,

Hyderabad, Gurgaon, Noida. Also, if there is any customer who is able
to check MB bag pickup service enabled on App, as per the address
registered over there, then he/she will be able to initiate MB bags pickup
request for that particular address. We need to create CIMS under MB
bags to picked up and need to keep CIMS status open. Also, assign same
to Ops
Partial Delivery cases- (Green customer)- If customer is irate customer
and asking for refund then we need to follow below process:-
• We need to initiate refund
immediately
• Also, we need to inform customer
that item could not be delivered however we are initiating refund for
same.
As opening is reflecting under two different parts on Verloop. So, first
we will share Opening Part-A and then Opening Part-B.

if there are customer who are asking for partial refund from MB wallet to
source account, then same process can be done without even following
process of account closure. Inform the customer that within 24 to 48 hrs
refund will be initiated and within 9 to 12 business days wallet balance
would be refunded back to customer source A/c. Action- Need to
create CIMS under Partial wallet refund- need to mention refund
amount under remarks option. Also, there is no minimum order
amount that should be there in MB wallet after partial refund.

Green Customer (item value less than 100) - In case of no image

available and the customer is non-contactable then issue a refund and
initiate a CIMS chat & Email to the customer requesting the images
(Both actions are mandatory) (w.e.f. Jan 25,2022). Under Yellow and
Red customer- if customer is non contactable and not sharing images
then we will close the CIMS under no refund and will ask them to share
the images first
 We are filling the Google form for cashback pending cases and sharing
24 hours of TAT.

Complaint raised through system-If customer is facing any issue

regarding Returnable order (under 7 days return window), then we will
raise the CIMS according to customer concern. Customer can also raise
the complaint by Self Serve option- We will inform about below steps
only when customer is asking. Steps are- click on Menu option- Click
on contact us- Select the order with whom customer is facing issue-
select the category/subcategory as per issue (attach the product
image)- Click on proceed
Dhamaka offer
• Duration- 22nd Jan'22- 28 Jan'22
• 25% cashback on purchases of category, Cooking Delight between
(max. Rs 750)
• 29 Jan'22- 5 Feb'22, 5% cashback on purchases of categories, Snacks,
Dairy Goodness, and Milk (max. Rs 500)• Topup of Rs 2022 has to be
made in one transaction
• Cashback is not transferable in case of account closure
• Jio Cashback will be over and above the offer benefits
• Any existing Value Pass will be replaced by the new Value Pass
• Surprise gift will reach your home within the benefit period

The customers whose subscription amount has been deducted/renewed

on 31st Dec'21, are contacting us and getting adamant for same. Also, if
they are asking to get the amount reversed into their MB wallet then we
will fill the details under google form for refund. Also, we will extend
the free trial period of these customers till 31st Mar'22

PAYTM- Payment offers

• Rs. 50 Cashback
• Minimum top up value is Rs.2000
• Scratch card valid till 7 days on paytm app
• Offer valid twice per user from 1st Jan’22 till 31st Jan’22 for successful
topup by via paytm wallet
•Debit Card- Airtel Payment Banks
• Flat rs.150 cashback
• The offer is only available only for Airtel payments Bank customers,
wallet customers and saving account customers
• User can avail flat rs. 150 cashback on transactions through Airtel
payments Bank/ Airtel money wallet
• Maximum cashback amount will be Rs.150 for Airtel Payment Bank
customer
• Offer is applicable once per user during offer duration. Offer is
applicable only for first time users of Airtel Payment Bank/Airtel money
wallet on MilkBasket
• Offer valid till 31st Mar’22
• Minimum purchase of Rs.1500 is mandatory in order to avail this offer
• Cashback would be credited within 72 business hours in users Airtel
Payment Bank Wallet or savings account
•Debit Card- Airtel Payment Banks
• Flat rs.150 cashback
• The offer is only available only for Airtel payments Bank customers,
wallet customers and saving account customers
• User can avail flat rs. 150 cashback on transactions through Airtel
payments Bank/ Airtel money wallet
• Maximum cashback amount will be Rs.150 for Airtel Payment Bank
customer
• Offer is applicable once per user during offer duration. Offer is
applicable only for first time users of Airtel Payment Bank/Airtel money
wallet on MilkBasket
• Offer valid till 31st Mar’22
• Minimum purchase of Rs.1500 is mandatory in order to avail this offer
• Cashback would be credited within 72 business hours in users Airtel
Payment Bank Wallet or savings account
Home
Cluster Id Cluster Name

875 TNJ1 Inderpuri Cluster 01

876 TNJ1 Inderpuri NC Cluster 01

1217 TNJ1 Kalkaji Cluster 01

934 TNJ1 R.K. Ashram NC Cluster 01

>>>>>>>>>>
 Action in CIMS Remarks
1. Address Change Ticket if any - Decline
In the requested format for address details (Non-serviceable Society Format)
2. Create - Request for servicing new address

1. Existing
1. Address Change
change ticket
Ticketisifalready
any in open
in thestatus
system.
- Decline
Delivery is yet to be started and I have declined the existing open ticket.

>>>>>>>> OR OR

2. Address
2. Create
change
- Address
ticket change
is already
- Decline
in the system. Delivery is yet to be started and I have created and declined the ticket.
and I have declined the existing open ticket.

and I have created and declined the ticket.

order status- delivered

OND
Delay delivery
before 9 am

order status-in pending/progress

Wait till 9 am, chat status-waiting on me, cims- delay delivery

s- delay delivery
 NEFT Process- Need refund into different account
NEFT-Customer need refund into some other account details

Mandate check-Check last transaction date under transaction history

Within 1 year Older than 1 year

1-Refund can only be initiated into source account 1-Refund can be initiated into source/different b
2-Do not proactively inform customer to initiate
2-Refund cannot be initiated into different
other account details until and unless customer
bank/account details
for same.

Note-If there is any customer who is adamant or threatening to Need refund into source account
escalate as he/she need refund into other account details then please
highlight this to TL and TL can just arrange a callback for customer to
make them understand. Under highlighly exceptional cases, we can
highlight this to to external team. 1-Follow account closure process
 Home

der than 1 year

tiated into source/different bank account

ly inform customer to initiate refund into
ils until and unless customer is not asking
for same.

1-Need refund into different account

1-Ask account details on chat

Account details required-Beneficiary name, Account number, IFSC cod
2-Raise account closure request through Admin
3-Fill NEFT form NEFT form link https://forms.gle/e5JFw5iwSNcNJm8y5

4-Share 9-12 business days refund TAT

Note-Never create NEFT CIMS under any scenario/case

name, Account number, IFSC code, Bank name)

5iwSNcNJm8y5
Templates :-
S.No.
1

5
6
7

FAQs :-

S.No.

Home
 Customer's VOC
Why have you deducted the amount on the next day of offer?

I was unable to use the cash but now it is gone.

Why is this offer not visible to me when my friends can avail the same?

Got a message of credit amount in my wallet but didn't get the amount yet.

Is this offer applicable to PAN India?

What is the offer validity period?
Is this offer restricted to a specific product category?

Will I have to return this cash credit back to MB in future?

FAQs

Are all MB customers eligible to get cash credited in their MB wallet?

How much cash will be credited in the customer's MB wallet? Will it be customer specific? If yes, what
would be the criteria?
Is there a differentiating factor in admin to identify these cash credits from usual wallet top ups?

What is the cashback criteria/threshold if a customer makes purchases over and above the credited cash in
the wallet?

Got a message of credit amount in my wallet but didn't get the amount yet.
 Templates
As per the offer's terms and conditions the remaining amount will be deducted from your MB wallet on
offer's end date, which is 25th Nov'22.
The offer was only available for the orders placed on 24th Nov'22, if any cash was not redeemed on 24th
Nov'22 it was supposed to be automatically debited from your Milkbasket wallet on 25th Nov'22 as per the
offer's terms & conditions.
Please check on your Milkbasket application, there will be offers available as per your eligibility and you
can avail their benefits as per the offer's terms & conditions.
I understand your concern but this case needs to be checked by the concerned team only. Please allow me
24 hours more, do not worry I am following up with this case and I will update you here once I get a revert
from the concerned team.
This offer is applicable in all serviceable cities.
This offer will only be valid for the orders placed on 24th Nov'22.
You can shop for any available product in the Milkbasket application.
Rest assured, this offer was only rolled out with an intention to enhance our customer's shopping
experience hence you don't have to worry about returning it to Milkbasket.

Answers
This offer is valid for selected customer. Be assured you will get other offers from Milkbasket.
Regarding the same, you need to check the MB application. You can find an all-eligible offer for
you through the MB application.
This is for selected customers only and there is no specific amount that will be credited in the
customer's wallet. The amount will get credit as per the eligibility criteria.
It's not defined yet however it might show in wallet transactions with different names.
If the customer was offered Rs. X as per the terms and conditions then the customer will get only
Rs. X as offered. No matter the customer purchased for more than a specific amount or a
minimum order value mentioned in terms and conditions. There will be a maximum cashback
limit as per offer TNC and it will not vary/change as per order value.

We need to check in the admin for duplicacy. The credit amount may be credited in the
customer's duplicate account and if not we need to highlight the same to team leaders so that
they can highlight to the MB team and share a TAT of 24 hours.
Home
Proactively advising customers to make changes in their orders from MB App

Our first priority is to guide the customer to use the app to add/remove recurring or changes in basket rather than asking TLs f

VOC: What is recurring order? OR I need to set recurring order OR Please help me in setting up the

Template:
We have a feature of recurring order named ‘Subscription’, where you can set your orders for a complete week or a couple of weeks from

Step 1: You will find this feature on the top right side of home screen visible as a calendar or in the bottom right corner with the option of

Step 2: After clicking on “More”, click on the ‘Subscription’ option and then type the name of the product in the search bar which you wan

Step 3: After selecting the product, you need to select frequency and quantity of item which you wish to receive.

Step 4: Then choose the start date of your recurring order and click on "confirm" at the bottom. Please note you can also remove or pause

Note: The recurring order will come into effect from the day after tomorrow and if you wish to receive the added item as the recurring or

VOC: I need to change the frequency of my recurring order from daily to alternate days OR Can you

Template:
I would request you to please follow the below steps to make changes in your recurring order from your MB application itself.
Step 1: Click on the ‘More’ option available at bottom right corner of homepage.
Step 2: Click on ‘My Subscription’
Step 3: Click on ‘Edit’ on the right hand side of the product
Step 4: In order to change the frequency of your order, choose the plan type mentioned on that page. But if you wish to remove the item
Note: Please note that any changes made in your order before 12AM will take effect from day after tomorrow hence requesting you to pla

VOC: I don’t want my recurring order delivered on XYZ dates as I am going on holidays OR Please d
Template:
Instead of deleting the recurring order, we would suggest you to pause the delivery of your orders during the days of your holiday by appl
Step 1: Click on the ‘More’ option available at bottom right corner of homepage.
Step 2: Then, click on ‘Holidays’ and then ‘Add Holidays’
Step 3: Select the start and end date of your holidays on which you don’t want the delivery and then click on ‘Save’ to activate your holida
Note: Please note that any changes made in your order before 12AM will take effect from day after tomorrow hence requesting you to pla

VOC: Please remove a particular item from my tomorrow’s basket.

Template:
You can easily remove any product from your tomorrow’s basket by following the below steps on your MB application:
Step 1: Click on the ‘Basket’ option available at bottom center of homepage.
Step 2: Click on minus ‘-’ option available right next to the product to remove it from tomorrow’s basket.
Note: Please note that any changes made in tomorrow's order before 12 AM will be effective immediately. Let us know if you face any diffi
py to assist you.

ore than happy to assist you.