Break down

Production dept. Purchase dept. Operations dept. IT dept.

• Defective product. • Error in • Error in • Error in website

• Delay in production. stock uploading • Server down
checking images • Maintenance of interface
• Stock checking
error

Finance Marketing Customer care Dispatch

• Delivery done on
• Accounting • Wrong • Wrong
wrong address
error analysis question
• Misplacement of
• Balance of asked to the
product
sheet does product. customers.
not tally
Customer

• Fake orders if COD

 Backend process
Roles and responsibility

Production dept. Purchase dept. Operations dept. IT dept.

• Checking of physical • Sorting of all the • All the error in

• Production process
stock images front-end and
• Photography
• Adding stock data in according to back-end process
system their categories. of website solved.
• Image uploaded in • Uploading the • Any upgradation of
backend system images on the website
website
according to
their categories.
 Processing of order
When customer makes an order

Packing of the product

2(1)
2(2)

2
• Generation of product bills.
• Maintaining of balance
sheet.
• Report of accounts

• Marketing of products through

online portals
• Analysis of sales demand, 2(3)
targeted audience, market Kisna.com
trends, consumer behavior.
• Creating campaigns according
to the analysis.
• Promotion of product on

1
Order placed
websites

Order confirm
• Solving customers queries
• Getting feedback from
2(4)
customers and their experience 5 4

courier service
 Refund Process
Order placed

Order Tracked

Order cancel Order confirm

Order Processed Order Processed Order Processed

According to the Conditions
condition of the
product
Amount refund If Refund
Order packed Order packed Order packed
<5000
coupons
Investigation of given
product
Order cancel Order Dispatch Order Dispatch

Refund If Product
Processed Order cancel Order Closed >5000
Return order
Cancellation done by delivered
system
Customer complaints for Reverse
wrong damaged product
received by CSR
pickup
 Processing of order
When customer make an order

Packing/
Kisna.com Dispatch
Marketing

Customer care

courier
service
Customer
 Refund Process PRE-DISPATCH POST DISPATCH/PRE DELIVERY POST DELIVERY

Refund policy
Order delivered

Order placed Order cancel CSR team communication order

and amount to payment
Customers gateway. Customer complaints for
T Amount wrong damaged product
Order confirm Refunded received by CSR
a
g Closed

g Order closed in Refund

system Investigation
e Processed
initiated
d
Acct Order cancel
Order cancel If refund<5000

Order Tracked If product >5000

CSR
Order

Dispatch Exception based on

customer complaint and
Order Processed product status

Logistics
Order packed Reverse pickup

Order cancel