Handling Expired or Lost Store Credit Notes (Store CN)
To ensure expired or lost Store Credit Notes (Store CN) are handled in a controlled, verified, and secure manner, preventing misuse while providing a fair resolution to genuine customers.
❌ Store CNs cannot be reissued or replaced
✅ If a Store CN is verified as unused, its value may be added to the customer’s BFL Wallet
⏳ Wallet crediting takes 14 calendar days
🔒 Wallet credit will be added only to the verified customer’s account
A Store CN can be considered for wallet credit only if all the following are met:
The Store CN is unused
The Store CN belongs to the customer contacting us
The phone number on the Store CN matches the phone number on the customer’s BFL registered account
Verification is completed via WMS by L2 CSA
Complete documentation is provided by L1 CSA
Customer contacts CS stating:
Store CN is expired, lost, or not available
Requests reissuance, extension, or wallet credit
Do NOT promise immediate credit.
Advise the customer that:
The Store CN must first be verified for usage
If unused, it will be added to the wallet within 14 days
No follow-up is required from the customer
CSA must obtain all of the following:
Clear image of the Store CN (this is mandatory)
Customer full name
Registered mobile number
Registered email ID
⚠️ Important:
The phone number on the CN must exactly match the phone number on the BFL registered account to which the wallet addition will be made
If it does not match → ❌ Request cannot proceed. Only to the same account, wallet will be added
CSA must raise an L2 ticket for WMS verification.
Store CN number
Store CN value
Image of the Store CN
Customer full name
BFL registered phone number
BFL registered email ID
L2 checks WMS to confirm if the Store CN is:
Used ❌ → Assign the ticket back to the CSA — as ineligible. CSA to call and inform the customer that the CN is used
Unused ✅ → Proceed
L2 validates customer details and CN (as unused and expired/lost. If CN is active, never add it to Wallet. Only expired should be added. If the CN is active, L2 should first ask Techno IT (via freshwork ticket) to deactivate the CN
L2 assigns the case to the Manager (Josy or Sachin)
Manager approves and adds the CN value to the customer’s wallet
Wallet credit reflects within 14 days
| Activity | Timeline |
|---|---|
| CN usage verification | Internal |
| Wallet credit (if unused) | Up to 14 days |
| Customer follow-up required | ❌ Not required |
Be clear and confident
Never promise instant credit
Always mention 14 days
Reassure customer that no follow-up is needed
Thank you for reaching out. We will first need to verify whether the Store Credit Note has been used. Once verified, if the Store Credit Note is unused and expired, the value will be added to your BFL Wallet.
This verification and wallet credit process takes up to 14 days, and you do not need to follow up during this time. We’ll take care of it for you.
Even if the Store Credit Note has expired, we can still verify whether it has been used. If it is confirmed as unused, the value will be added to your wallet within 14 days.
I understand your concern. However, we’re required to first verify whether the Store Credit Note has been used. Once confirmed as unused, the value will be added to your wallet within 14 days.
To proceed, the phone number on the Store Credit Note must match the phone number registered on your BFL account. Once this is aligned, we’ll be happy to assist further.
We’ve raised a request to verify the Store Credit Note. If it’s confirmed as unused, the amount will be credited to your BFL Wallet within 14 days. There’s no need to follow up—we’ll take care of the rest.
Verify customer identity carefully
Raise L2 ticket with complete details
Clearly communicate the 14-day timeline
Promise immediate wallet credit
Add wallet credit without verification
Proceed if phone number does not match
Ask customer to follow up repeatedly