1 . How to search product

Product can be searched from website either from product categories on home page or directly from search bar on home page.

2 . How to check if product availability

User selects on product, enters pincode in check availability and clicks on “check
  • 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

User clicks on “Add to Compare” on product page and user can see click on “Comparison List” to see the product comparison for the 2-3 products selected for comparison.

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

Sms / WhatsApp message sent to the customer for dispatch status. Customer can also check “My Orders” post login to check order status.

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.

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