1 . How to search product
2 . How to check if product availability
- Product is in stock : Message displayed “Product is available for purchase”.
- Product is not in stock : Message displayed “Product is not in stock, please try on some other pincode.”. Enquiry will be submitted at back end for fulfilment from HO office directly.
3 . How to add a product to wish list
User clicks on “Add to Wishlist” on product page and user can see product in “My Wishlist” post user logs in.
4 . How to compare the similar products
5 . How to place order when product is in stock
- User selects product quantity
- User clicks on Add to cart
- Product added to cart
- User can apply coupon code for applying eligible discounts
- To check out with multiple address, user needs to login and select address
- User clicks on view and edit cart in case customer wants to edit the existing product or add more products in the cart
- User enters state and pincode to calculate shipping and tax charges for the product
- User can either checkout as a new customer or with existing credentials
- Post login, user can enter details or select pre filled shipping address
- Post shipping address, customer reviews order summary and clicks on place order
- User navigated to payment gateway
- User selects payment mode & enters details
- User clicks on confirm payment & payment deducted from user account to Kenstar bank account
6 . How to check if order is confirmed
Post payment is confirmed, “Thank you for placing the order” is displayed and Sms / WhatsApp message sent to the customer. Customer can also check “My Orders” post login to check order status.
7 . How to track order status for shipment / delivery
Sms / WhatsApp message sent to the customer for order status. Customers can also check “My Orders” post login to check order status.
8 . How can product be cancelled
- Customer needs to login and go to My orders.
- If “Cancel Order” is disabled, then customer can’t cancel the order
- Phase 1 :Prior invoice creation, customer can click on “Cancel Order” and payment reflected to customer in 5-7 working days.
- Phase 2 : Prior warehouse spoc downloads shipping label to initiate packing, customer can “Cancel Order”
9 . How can product be returned & replaced
- Customer needs to login and go to My orders.
- Customer clicks on “Book Complaint”
- Customer selects the reason : defective / broken product, missing product or technical failure
- Customer enters the issue details and submits the complaint
- Request for reverse pickup goes to our logistics partner
- Logistics partner goes to customer for product pickup and returns the product to the original location
- Kenstar warehouse spoc checks the product packing, labels and product condition
- Post all details are ok, warehouse spoc initiates replacement and logistics partner picks up the new product and drops it at customer end
- In case product is not available for replacement, warehouse places request for refund
- Kenstar finance team checks the details and approves request, post which payment gateway triggered and refund initiated to customer in 5-7 working days from the initiation date
10 . How will the payment be refunded
Payment will be refunded to the customer in the payment mode used for 5-7 working days from the date of approval of the request.
11 . How and when will product be dispatched
12 . How can the customer check the invoice
Sms / WhatsApp message sent to the customer for invoice. Customer can also check “My Orders” post login to check & download the invoice.