Prexo for Mobiles CL Last Mile

Training SOP
Prexo for Mobiles: Basic Information on Mobiles

• Mobile Phone Diagram

• Type of surface
Mobile phone outer Diagram

Added from Yaantra

Type of Surface in Mobile phone
Definition of surface :- The exterior or upper boundary of an object or body

# In mobile phone is 2 type of surface A,B

# If middle frame is available so 3 type of surface A,B,C

Outer part Visual Inspection like:-

1. Touch Glass

A B C
2. Camera Glass
3. Back Cover
4. Middle frame
5. Audio Jack
6. Charging Jack
7. Fingerprint sensor
8. Side Key
9. Receiver & speaker mesh

Added from Yaantra

Prexo Process Overview

Mandatory Yaantra Top 5 critical Consent &

Checks Checks checks Pickup

Functional checks Physical checks Confirmation

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 Prexo for Mobiles: Trade in Check

• Brand Name Check

• Power on check
• IMEI check

Important: WM will not proceed to further checks if any of the Trade In checks fail. WM will reject the Prexo
Check Brand name ?

PASS : If the brand matches

FAIL : If there is a brand mismatch
Added from Yaantra
 New Prexo Process: Power On Check

Power On check

WM to switch on the mobile by holding the power button.

If WM is able to switch ON → Pass

If WM is unable to switch ON → Reject

Note: In case of rejections at this stage, the order stands rejected. WM need not proceed with further process.
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 New Prexo Process – IMEI Check
IMEI Check – In case of failure
WM to enter *#06# on Cx

mobile and enter the

complete IMEI# on this

screen

Will take you outside

the assessment -
Detach/Reject screen

Note: In case of any rejections here, WM need not proceed with further process. This Prexo stands rejected.
In case the customer demands an explanation or is being unreasonable, please contact your supervisor for assistance
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 New Prexo Process
IMEI Check – In case of success

Proceed to rest of
the assessment

Note: In case of any rejections here, WM need not proceed with further process. This Prexo stands rejected.
In case the customer demands an explanation or is being unreasonable, please contact your supervisor for assistance
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 Prexo for Mobiles: Yaantra Checks

• Downloading App. Use link yaantra.com/fkd

• App Installation
• Start Diagnose
• IMEI / Product validation
• Screen discoloration
• Auto Functional Tests – Wifi, Bluetooth, GPS,
Face ID, Fingerprint, Front camera, back
camera
• Product Summary

Disclaimer: Inform customer that you will installing the Yaantra app in their Prexo mobile for an internal scan and that the app is perfectly safe
 New Prexo Process: Download & Install Yaantra App

App Link: yaantra.com/fkd

Scan the QR code on Downloading will only Next, install the app Click on ‘Open’ Give all permissions to
FieldX or use the app link take a few seconds run the scan properly
to download Yaantra app
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Note: In case the phone has a screen guard, please ask customer to remove it before proceeding with the checks. Do not remove by self
New Prexo Process: Download & Install Yaantra App

WM might encounter below message:

Are you able to perform assessment using PhoneCash?

Solve
→QR code will be visible on previous screen where we Enter last 3 digits of IMEI.
→ WM can scan the QR code from this screen, download the app and proceed with checks.
→ Despite this, if WM unable to download the app, in such cases WM need to choose the
right option from the given four options on screen:
Pass
Fail-Internet issue
Fail-Error in installing app
Fail-Not trained

With this, the functional checks will be automatically skipped and take the WM to the next set
of checks.

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 New Prexo Process: Trust Apps on iPhone - Failed case

When iPhones fail to install Yaantra App Install, follow the below steps:

After the Trust download action is completed, download the app using QR code on BYOD or using app link: Yaantra.com/fkd
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 New Prexo Process: IMEI Check on Yaantra
• Step 1: Download Yaantra App

• Step 2: Start Phone Diagnosis

• Step 3: In Yaantra app, enter IMEI number
Next → If all validations are green | Cancel → If Red cross is found

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 New Prexo Process: Screen Discolouration

Click on Start Device hold posture Click 1 for Red Check discolorations on red screen
screen test
1. Check for screen discoloration from all 4 sides.
2. Keep the mobile at 250-300 mm distance from and between chest to chin.
3. Move the eyeball on the entire screen, while checking keep tilting the mobile from -5 degree to +5 degree to identify the defect using the illumination (light).
4. Do not perform this check if direct bright light is focussed on mobile.
5. light coming out from the side of the screen of more than 1 mm is considered as screen discoloration.
6. Any other type of defect found of the white screen (major/minor) like dot, spot, lines, pixel loss is also screen discoloration 16
 New Prexo Process: Screen Discolouration
Screen discolouration

Click 2 for Green Check discolorations Click 3 for white Check discolorations Pass or Fail basis
screen test on green screen screen test on White screen evaluation

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 New Prexo Process: Yaantra Auto Checks

Click next Click Ok App performs auto check Move finger over cells Screen turns blue

Wi-Fi will fail in the following use cases:

o Wi-Fi is not ON
o Wi-Fi is on but phone is not connected to any WIFI Hotspot.
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o For this check we need to clearly articulate - if WIFI check is failing, then WM to check the above 2 points
 New Prexo Process: Proximity & Touch Test

For Fingerprint Test:

1. Set your fingerprint on

the Prexo Mobile.
2. To do that, you will have
to set a screen lock
code. The code should
be 0000
3. This will help the staff at
the RC when unlocking
the device to do a QC

Fingerprint test Checks passed appear in Click submit

Green and failed in Red.

Note: Fingerprint test is not applicable to Android phones

New Prexo Process: Summary Report

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 New Prexo Process: Summary Report Grey Icons

Grey
Icons

Grey
Icons
Whenever a test fails on Yaantra
app, the colour of icon turns RED.
If the icon is GREY, it means the
device has passed the test.

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Prexo for Mobiles: Answer Field X Questions

Refer Yaantra Summary Page to answer Field X questions:

• Functional Check
• Camera Check
• Screen Discolouration Check

• Other Checks
• Physical check
• Box & Charger Check on BYOD
• iCloud Lock Removal (if applicable)
• Pattern Lock Removal (if applicable)
 Answer Field X Question: Functional Test check

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Failure of diagnostic test will reduce the corresponding value of the device. WM to NOT reject the Prexo if any diagnostic scans fails
 Answer Field X Question: Screen Test

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Failure of diagnostic test will reduce the corresponding value of the device. WM to NOT reject the Prexo if any diagnostic scans fails
 Answer Field X Question: Screen Discoloration

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Failure of diagnostic test will reduce the corresponding value of the device. WM to NOT reject the Prexo if any diagnostic scans fails
 Answer Field X Question: Camera Test

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Failure of diagnostic test will reduce the corresponding value of the device. WM to NOT reject the Prexo if any diagnostic scans fails
 Answer Field X Question: Physical checks

WM will perform these check physically/visually as per the SOP 27

Answer Field X Question: Physical checks

Please conduct these checks

thoroughly as these are
dependent on your physical
and visual inspection

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Answer Field X Question: Box and Charger check

SOP
Terms & Conditions for box:
1. The box should not be torn or damaged
2. The IMEI on box should match the IMEI on the phone
3. Good to have: Enter IMEI on box in the CL app which auto validates the IMEI
of phone and auto select or reject the box

Terms & Conditions for Charger/Adaptor:

1. The charging cable and adaptor should not be torn or damaged
2. Both charging cable and adaptor are mandatory
3. The adaptor should have brand logo

Pass → If the customer has both Box and Charger.

Fail → If any one of the two is missing, do not collect it from customer and fail
the check on BYOD

If Box and Charger are not available, WM to select fail option. WM will NOT reject the Prexo. 29
 Answer Field X Question: Pattern Lock/Screen Lock Check

WM to Lock the phone and then again Unlock to check if any Pattern/Face
Lock is present on the phone. WM to politely ask the customer to remove
the lock.

If Lock Removed → Pass

If Customer does not removes the Lock → Reject the Prexo

Note: In case of rejections in these checks, WM will reject the Prexo

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User Lock check

PATTERN LOCK CHECK :

Start the device and check if any Password /PIN/Pattern lock is set

FAIL the check if there is any of the following requirements to proceed further:

1. Pattern Lock
2. PIN Lock
3. Fingerprint or Facial Recognition Lock 4 Password Lock
4. Brand lock - Mi account lock,Icloud lock

FRP Lock

Added from Yaantra

How to Remove Gmail from Phone

Step 1: Open Settings > Accounts

Step2: Select the Gmail account

Step 3: Tap Remove Account

Step 4: Confirm with a tap on Remove Account

Added from Yaantra

MI Lock
Follow the below step to remove MI account lock

1. Go to Settings >> MI A/C

2. If “Sign Out” appears, so move to fraud category
Sample image is shown below:

Added from Yaantra

 Answer Field X Question: Ilock Check

iCloud Check (If applicable for Apple phones)

• WM to go to ‘Settings’ and Sign Out from Apple iCloud.
• WM to politely ask customer to sign out from iCloud. To do this,
follow these steps:
Step 1: Go to ‘Settings’
Step 2: Right on top, on the first tab if there is a customer name
mentioned, tap on it
Step 3: Go to bottom of the screen and click sign out
Step 4: Customer needs to enter icloud password
Step 5: Customer will be asked to sign out from Notes,
Calendar, Contacts etc
Step 6: Customer clicks ‘Sign Out’

o If iLock is removed → Pass

o If customer does not remove the lock → Reject the Prexo

Note: In case of rejections in these checks, WM will reject the Prexo

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 Legal and certification check

LEGAL CHECK (Valid for Samsung and Apple brands only)

Samsung:

The steps to perform this check are:

1) Go to Settings >> Language and Input >> Samsung Keyboard.

Otherwise fail, Sample image is shown

Apple: The steps to perform this check are:

1) Dial *#07#
2) Legal screen should appear. Otherwise fail, Sample image is shown

Added from Yaantra

NewPrexo
Prexofor Process: Yaantra
Mobiles: Customer Consent & Pick up

Closing Step: Summary Report from Yantra

Summary Page:
Android

Summary Page: The entire process of

IOS downloading, installing and
doing a scan of the Prexo
phone only takes a few
minutes.
You can practice it on your
own a few times to get used
to it

Your internal scan of the

Prexo mobile using Yaantra is
now complete.
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Consent from Customer: Field X Process - Forward shipment scan

• WM to scan the forward shipment

• If the shipment is OTP enabled

the WM enters the OTP given by
the customer

• The final device value for the

device is shown on the App

• The WM will have 2 options to

select on the screen:
o Pick up Shipment
o Cancel Shipment

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Consent from Customer: Field X Process – Communicate Final Price

Communicate Final Price to Customer

Take Consent from Customer

a. Prexo Consent – Verbal. Customer pays Balance
amount
b. Trade In Consent - SMS Mechanism

→Select Pick up item on the screen and Continue

→ SMS will be triggered to Cust. with a link to the customer
→ Inform the customer to click on the link and select ‘Accept’
if the customer wishes to continue
→ WM to Verify Consent on BYOD is Cust. Agrees
→ If the customer does not receive the SMS, select resend
SMS. The SMS can be resent even if the customer has selected
an incorrect response by mistake
 Consent from Customer: Field X Process – Pickup Confirmation

1. If customer agrees ask the customer to format device/format device yourself

2. Ask the Customer to remove the Sim Card if still in
3. Pick up the device and mark as picked/delivered
4. Inform customer EGV will get credited within 12 hours.
5. The customer will be able to see the assessment output in the order details page. 39
Consent from Customer: Field X Process – Customer Disagrees

If Customer does not Provide

consent / does not agree
with the final price, WM will
not pick the device and mark
it as reject

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Consent Flow - Customer accepted

If the customer wants to change their

If the customer doesn’t consent response after answering, click
receive the consent SMS, on Resend consent to get a new
click on Resend SMS button consent
Consent Flow - Customer Denied

If the customer wants to change their

If the customer doesn’t
consent response after answering, click
receive the consent SMS,
on Resend consent to get a new
click on Resend SMS button
consent
 Prexo Packaging instructions to WM: Usage of Bubble Pouch

1. WM is required to carry bubble pouch with him.

2. Post the consent from customer, put the Prexo
mobile in the bubble pouch.
3. Bubble pouch should not be kept open ended.
Need to seal the open end with tape and place the
device safely in the bag.
4. While the mobile is handed over to TL for RVP, the
bubble pouch needs to be in the intact.

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 New Prexo
Prexo Process:
for Mobiles: Top 5Yaantra
Critical Physical Checks

Closing Step: Summary Report from Yantra

• Screen Discoloration

• Body bend
Summary Page:
• Body dent
Android

• Summary
Body crack
Page: The entire process of
IOS downloading, installing and
doing a scan of the Prexo
• Screen gap phone only takes a few
minutes.
You can practice it on your
own a few times to get used
to it

Your internal scan of the

Prexo mobile using Yaantra is
WM to perform physical checks and Mark Pass or Fail on the Field X app accordingly. WM to click pics of the checks
now complete.
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 Top 5 Critical Checks - Screen Discoloration
Check for screen discoloration from all 4 sides. Keep the mobile at 250-300 mm distance from and
between chest to chin. Move the eyeball on the entire screen, while checking keep tilting the mobile
from -5 degree to +5 degree to identify the defect using the illumination (light).
Any other type of defect found of the white screen (major/minor) like dot, spot, lines, pixel loss is also Observe display has any yellow/dark patches or any colour
screen discoloration shade or tint any multiple colours ,dead pixel or line or spots
are observed in display.

Light coming out from

the side of the screen of
Do not perform this check if direct more than 1 mm is also
bright light is focussed on mobile. screen discoloration
Avoid direct sunlight. Perform the test
under covered area. Avoid testing
under tree

Check screen on Low, Medium and

If customer hasn't removed the
High brightness respectively.
screen guard, request him to
do so. Do not proceed, until
customer removes the screen
guard on his own.

Pass : No discoloration found

If there is no shade, keep the Fail : If discoloration found on display
device inside Ekart logistics
bag to check screen
discolouration.

Remove the Dark Mode/Reading Mode and open the SMS 45

app to reach white background
Top 5 Critical Checks – Types of screen defect

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Top 5 Critical Checks - Screen Discoloration Images

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Display Pink Background Low Brightness
Ghost Image Ghost Image
Spot On Display Spot On Display
Spot & Dust On Display White Spot On Display
White Spot On Display Multiple Spot On Display
Patch On Display Spot On Display
White dot On Display Light Border On Display
 Ghost Image on Display
Light Shadow 0n Display
Spot on Display Display Discoloration & spot
Electric dot on Display Heavy Border on Display
 Patch on Display
Full Brightness on Display
 Background on Display
Patch on Display
Line on Display Dots on Display
Dots on Display Dots on Display
Dots on Display Dots on Display
Dots on Display Dots on Display
Dots on Display Dots on Display
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Dead pixels

Added from Yaantra

Air between display and glass

Added from Yaantra

Top 5 Critical Checks – Body Bent

1. Keep the device on a clean and flat surface

with screen facing downside, check for any
gap.
2. Hold the device at eye level for visual check
on all the 6 sides of the phone & check for any
Bent.

Pass: If no shaking/movement on the device,

and no visual gap between screen and acrylic
pad.

Fail: If you found any shake movement or visual

gap between screen and acrylic pad.

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Top 5 Critical Checks – Body Bent

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Body bent /De shaped - How to check with Acrylic pad?
Steps to follow:
1. Remove Screen Guard
2. Place the device on acrylic pad as shown in image
3. Keep the display side on acrylic pad,Camera side facing upward (to get a flat side on the pad)
4. Press all the four corners
5. Follow visual inspection as shown in the following slides
Pass: If no shaking/Movement on the device, and no visual gap between screen and acrylic pad.
Fail : If you found any shake movement or visual gap between screen and acrylic pad.

Device Bent

Added from Yaantra

Scratch & crack on camera glass
1. Check entire camera lens of the phone (Visual check)

Added from Yaantra

Dent on mobile housing
1. Check entire body of the phone (Visual check)
2. Move your finger on entire mobile body

Added from Yaantra

Crack on Housing
1. Check entire body of the phone (Visual check)
2. Move your finger on entire mobile body

Added from Yaantra

Top 5 Critical Checks – Body Bent

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 Top 5 Critical Checks – Body Dent

Check entire body of the phone

(Visual check)

2 3

Move your finger on entire PASS : If there is no

mobile body and check for deformation / dent
dent, chipping & bump Body, FAIL : If there is a
back cover, Bezel, except the deformation / dent
screen glass area

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 Top 5 Critical Checks – Body Crack

1. Switch off the mobile and & hold the mobile

at 45-degree angle to the eyelevel, check for
any cracks on the screen.
2. Check should be conducted at a designated
place where there is better illumination.

2 3

Gently hover the finger over the 6 sides of PASS : If there is no crack on
the device. Visually check across the device the body
includes audio jack, side panel, back panel, FAIL : If there is a crack on
charging connector, Rim/Bezel, camera/camera the body
glass/camera body. Cracks are usually found
at bezel rim or near to charging pin area

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Top 5 Critical Checks – Body Crack

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Display Dent & crack
● Remove tempered /Screen guard
● Check entire screen thoroughly
● Pass- No crack on screen
● Fail :- If you found any crack on screen (Minor/Major)

Crack on screen

Added from Yaantra

Display damage & crack

Added from Yaantra

 Top 5 Critical Checks – Screen Coming out

Check mobile in all six sides thoroughly

Check the device for Gap between Bezel(RIM) and Screen

Press the device at bottom and top of screen towards corners

and sides of the device (several place), to check screen panel
is moving or any gap/un-glued between bezel & Screen.

If possible, do this test in a dark area like Ekart bag; and

check for light leakage from sides of the screen.

If the screen is found to be coming out or

has a glue or an adhesive mark at the edges
of screen.

Pass - No screen coming out

Fail - Found screen coming out 85
“Minor/Major"
 Top 5 Critical Checks – Screen Coming out

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Added from Yaantra
Screen coming Out

1. Check visually for the gap between screen and frame from all sides Due to device bent and battery swollen.
2. Press screen from the edge where it is observed coming out of the frame, if pressing screen is moving out of the frame then it is a defect.

Added from Yaantra

 Top 5 Critical Checks – Body Parts Missing/Damage

Check for any body part damaged, cracked, broken or missing, fail this check.

Check for following parts if missing: Power Key | Volume Key | Home Key |
Camera Glass | Sim Tray or Sim Tray Cover | Extended Memory tray/ cover |
Camera glass | Charging Slot pin | USB Slot pin

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Body part missing/Damaged samples

Plastic part damage and Volume key

Back cover damaged
missing missing

Sim tray missing

Added from Yaantra

 FAQs
If customer has concerns regarding Yaantra app installation

Cust: “What is this app that you are installing in my phone?”

You: “It is called Yaantra. Yaantra is a Flipkart company and this app would help to diagnose your handset’s hardware by
doing an internal scan of your phone.
• It will verify information such as your IMEI number
• In addition, it will check various functions such as cameras, fingerprint scanner, and screen discolouration.
• In fact, you would be able to see the results against each diagnostic test which we will run”

Cust: “But why this app? Can’t you check it yourself?”

You: “I can only do a physical check and look or any defects and damage that is visible to the eye. The Yaantra app will do
an internal check for various functions. In fact it hardly takes 2 minutes to do that.
Think of it this way: It’s like you can assess a human by looks but the internal checks such as blood pressure, sugar levels
and cholesterol are internal and cannot be checked by the human eye.”

Cust: “I am concerned about privacy; what about my internal data?”

You: “That’s a good question. Rest assured that Yaantra only does an internal scan. No data is recorded or transferred. At
Flipkart, we take such concerns very seriously.
This scan is being undertaken to check the technical health of your phone to arrive at a fair exchange price that you opted for

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 FAQs
Customer concerns regarding lower-than-expected exchange
price
Cust: “Hey, I was told that I could get up to Rs. 8,200 in exchange, why are you now
offering Rs. 6,500? That is very low.”
You: “Sir/Madam, we offer a price range because your device has to be checked
thoroughly at the time of pick-up. I have done two checks i.e. an internal check using the
Yaantra app as well as a physical check. As you can see, your phone has a slight crack
on the side and a mild discolouration. For any mild damage, the value for the exchange
comes down correspondingly”

Cust: “Forget it, I will give this phone to my nephew. What do I do now?”
You: “I understand. In this case, you do not have to exchange the phone. You can pay
the difference amount so that you pay the full price of the phone as per the website.”

Cust: “Wait a minute – I have another phone. Can I exchange that?”

You: “Actually Sir/Madam, you had entered the details for this phone when you placed
the order. My system will not accept another phone for exchange as there will be an IMEI
mismatch and it will get rejected”
Sample screenshot of what was offered
on FK website at the time of placing an
order

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Thank You!