CARE INSTRUCTION
1) for easy identifiction of the mattress zipper portion should always to be at the bottom
2) if no zipper then lable should be readable just to be sured which side to be used
3) 72 hours for the proper dimension to gain
4) 30days in compressed state from the time it is delivered
5) if the difference is more than 0.5 inch then we have to arrange for the replacement
6) if the difference is less than 0.5 inch then ask the cx to wait for 72 hours
USUAGE INSTRUCTION
1) except for xpert grid and pocket spring mattress the mattress can use from both the sides
2) to maintain the durablity every 30-45 days rotate the mattress to 180 degree from head to toe
and toe to head
3) mild wash to be given to outer cover and dry it in open air
PROCESS PART
PAYMENTS
only three payments which we usually deal with
• COD – Maximum order value of less than 20k
• EMI – 5000 min order value/ tenure starts from 3months and go upto 48 months
• NO COST EMI – min value 15000 – 3months and for 35000 – 6months
• FOR GIFT CARD ONLY ONLINE PAYMENT
AMAZON POLICY
• Amazon has 10 days repalcement policy
• 10 years warranty and sold and shipped by wakefit for mattresses
• no customization in amazon for the mattresses
DELIVERY RELATED SCENARIOS
• delay in delivery: apologise and create a ticket
• on hold: only for prepaid order and hold for 15days, before dispatch
• expedite delivery : deny the request
• time bounded delivery: deny the request
CANCELLATION POLICY
• if it is COD order then hold cannot be done but it has to be cancelled
• for sofa only 24 hours will be there for cancellation
IF THE TRIAL PERIOD FOR THE MATTRESS IS UPTO FOR 100 DAYS AND CX ASKED FOR A
REPLACEMENT THEN THE REPLACED MATTRESS WILL HAVE 30 DAYS TRAIL PERIOD.
RETAIL STORE
If any item is liked by the customer then they would have to place an order through online
If the items are accessories then they can buy from store if there is a stock for particular item.
SELF SERVICE PORTAL
PRE DISPATCH (before shipping)
• order modification (only mattress- length*breath*height)
• order cancellation (full and partial)
• change of payment method(COD to Online)
• Customer Details modification (except for registered mobile number and email id)
POST DELIVERY
• Comfort issue(return)
• ordered wrong size(replacement) size to size can be replaced
RETURN AND REPLACEMENT(MATTRESSES)
RETURN ( 5-7 business days for refund to be processed )
• Third Party Logistics - blue dart, fedex, delhivery ( packaging material, arrange for pickup,
once the product is marked as picked the refund will be initiated)
• Local Logistics- warehouse ( once the product reaches to the warehouse the refund will be
initiated)
REPLACEMENT( TAT depends on pincode)
• Local- Hand to hand ( no packaging material)if the cx mistake or wakefit we will take the
replaced mattress and pickup the wrong mattress
• Third Party Logistics- blue dart, fedex, delhivery. packing,pickup,delivery of the replaced
mattress (CRM) if the cx has comfort issue or wrong size issue
• we will deliver the new product and then arrange for the pickup(SSP) if the mattress is damaged
and wrong size delivered by wakefit.
QUESTIONS TO BE ASKED FOR COMFORT ISSUE (softness,firmness,bodypain)
• which platform you purchased
• which mattress
• when was it delivered
• what is exact comfort issue(feel the comfort)
• from when are they using
• what is the previous history
• body weight
• thickness ordered
• from which side are they using
FCR (First Call Resolution)
• flip and use the mattress
• use it for 25 days
QUESTIONS TO BE ASKED FOR HEATING ISSUE:
• platform
• which mattress
• when was it delivered
• if they are using protector( if yes then ask them to remove)
• if there is a ventilation
• suggest the customer to use 100% cotton bedsheet and night wear
• explain about the open air cellular structure
• remove outer cover give it a wash
QUESTIONS TO BE ASKED FOR SLIPPERY ISSUE:
• platform
• which mattress
• when was it delivered
FCR
• Ask the customer to remove the outer cover and put it back properly
• Avoid using corners
• Take a support of a pillow while sitting on the bed
QUESTION TO BE ASKED FOR SMELL ISSUE:
• platform
• which mattress
• when was it delivered
FCR
• remove the outer cover and give it a wash
• keep the room well ventilated
• remove the protector and bedsheet for sometime
• the smell could be because the freshly mattress( asked the cx to wait for 48-72 hours for the
smell gone)
FOUR QUESTIONS REGARDING THE WOOD TO BE ASKED TO A CUSTOMER
• solid wood or EW wood
• storage and non storage
• upholstery or without upholstery
• head board storage or without headborad storage
• queen size or king size
