They routinely even readily create ‘replacement’ pickup even for food items, which we say are damged or acrid.
Just have them change the ‘type’ of complaint.
While also being emphatic for the junior escalations agent to ‘call’ you.
Provide alternate numbers and preferred language between Hindi English and if any specific timings you need the call back between.
Although they would not even read the e-mail
and call even at 20:30 – 2100 just in a hurry to wrap up open contacts locked to them.
Ensure that they understand you are serious.
Ask them for the legal names, title of the function heads within Walmart India, whom your legal team can address in their letter (sent on your behalf).
After 2-3 excruciatingly irritating conversations with the fake escalations (L2 hired to act as L3 level agent)
again put your foot down with: You are going around in circles and I have (CS) process related and other serious feedbacks to give and resolutions to seek on my (always note/ ask for the Incident IDs).
And thus please have your team lead, reporting associate speak with me (on the same call).
Since the team lead or group manager of the TLs is permanently on leave or in the toilet or in a meeting for decades.
The fake (junior) escalations person will buy time (that call back will come later).
Again put your foot down. My lawyers require minimsl verbal communication and documented trace.
So please e-mail me a summary of this phone call;
including point 1, point 2, point 3 and that you have taken my request for (reason), or call back from Ms/Mr. Team Lead (preferably on call ask.. if Gangalal, Jamuna is the TL) give random names and claim that you’ve spoken to so and so TL just 40 days back.
If no e-mail from them, then tell them that you’d have the case elevated.
Do not have much hopes.
But sometimes some agent (on their own/ they have the rights) decides to help with refund or pickup then refund.
Despite refund to wallet (for COD orders) being easy. . Flipkart always had the habit of trapping one to share bank accounts for them to play it easy (if same person has multiple accounts).
In anything above hazaar barah sou or if the agent feels they should get risk investigation involved… they might send a canned (predrafted) e-mail asking for "ID proif’.
I generally have generic names on orders and account (like Flipkart Customer, Amazon Customer)
so I just say I (pseudonym) do not share or do not have residence proof of this address or that the item actually is delivered to a relative’s address, just name is ____ (pseudonym).
,
They have no cross checking links anyway, with RTO or UIDAI.
So random Driving Licence or Passport copy of sny relative, friend or domestic help from the same pincode too is accepted by them.
They just take the images to internally save their jobs..
that we tried to verify legitimacy of the customer before issuing any reverse pickup refund.
In the humdreds of refunds or pick-up and refunds in Amazon accounts, we were never (not once) asked for ID proof.
And my experience of this joke (we want to tske and then leak your ID proof) only happened in Flipkart.
In the only time (Eveready HL56 received instead of HL52 ordered) when they asked for ID proof, I impressed upon (a fairly decent person) the escalations team, that you already breached our data by sharing our(relative’s) bank detail (in the past) with an unrelated seller and refund went there.. WITHOUT OUR CONSENT.
I.T. Department is treating it as other income.
We cannot trust you with ID proofs.
That is when he almost gave up their dilemma and secret.
(Sir please understand, we cannot access the e-msils outside specific locked systems, images cannot be downloaded and we too operate under protocol to do some basic checks, else seller support files reverse complaints.. on us buyer support).
I felt sorry for him as I stretched a simple issue (sending snaps of my senior citizen aunt’s ID proofs) for 7-8 days and he way like, sir this case is assigned to me (and their bosses too ask them as to why it is yet not marked as resolved).
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