Participants: Wajeeha, Marzia, Danish Rehmat, Sabahat, Angelica, Adeen Mumtaz, Shaharyar Khan, Samia Ayaz, Sidra Afaq, Ramsha, Rumaisa Moin, Iqra Munir, Zain Tariq, Zain ul Hasnain, Faisal Kaleem, Fizzah Zehra, Danish Khokar, Faheem Nadeem, Ammar Arshad.
Conducted by: Sidra Zafar & Duaa Kanwal
Briefing Session conducted by QA and Operation Team for particular points to update agents.
To ensure the authenticity and security of customer refunds, we are implementing a strict verification process for cases where customers provide account details via Live Chat, Facebook, Instagram, or other social platforms.
Process Guidelines
Refund Requests Without Account Details
If a customer connects via Live Chat, Facebook, Instagram, or other social media platforms (except WhatsApp) for a refund that does not require account details to proceed, follow standard refund protocols as our earlier practice is.
Refund Requests Requiring Account Details
If a refund requires the customer's account details, do not accept these details directly on Live Chat, Facebook, Instagram, or other social platforms and follow below.
Send an email to the customer's registered email address to collect account details securely.
If the customer does not have access to their registered email, call the customer on their registered contact number to verify/validate the account details shared received.
The same we follow for adjustment do not proceed with adjustment of the amount to another order if the request is received via any social media platform (except WhatsApp) ask by email for validation or arrange a call on the registered number for validation.
NOTE: Do not deny the customer's query or redirect them to inbound calls. Ensure that any query received on chat is resolved and closed during the same interaction.