Notes

GURPREET KAUR
Gavi@1234567
sales//gavi@123456
https://docs.google.com/forms/d/e/1FAIpQLSdD3u5X8IIxIm200OLzrv1HcdXcz0IMc4j1P-D47hsTQzyQJw/viewform
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform (new call drop form)
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform?vc=0&c=0&w=1&flr=0 senior esclation
http://182.75.250.82:85//Gavi@123456
http://172.16.201.116/ad/getuser.php?agentSummary=60179
https://fems.fusionbposervices.com/fems/


cx said delivery boy did not call him

cx said delivery boy said he cant come do deliver tomorrow

cx said delivery boy refused to visit his address
cx said delivery boy said he do not have his product



.............................cx want to cancel return request.........

issue-cx do not wish to return the product
action-rl filled//status changed//ic changed
communication-done as per cx voc

issue-cx do not wish to return the product
action-rl filled//status changed//not able to change ic as pickup boy out for pickup
communication-done as per cx voc//ask to coordinate with pickup boy too

............................NOT CONNECTED...................................
issue:-
action :-
communication:-

issue-voice echo problem/ call disconnected after warnings//
action :-Na
communication:-N/A

issue:-Call didn't connect to cx//
action :-cmb msg sent
communication:-N/A

issue:-no response from cx// call disconnected after warnings//
action :-N/A
communication:-N/A

issue:-no response from cx// call disconnected by cx
action :-N/A
communication:-N/A

issue:-call disconnected by cx
action :-N/A
communication:-N/A

issue:-cx not using hindi/eng
action :-N/A
communication:-ask to cx pls share your concern on [email protected]

issue:-N/A
action :-N/A
communication:-cx didn't required callback.

issue-cx not there ph attended by someone else
action -na
communication-ask to contact later

issue-cx not there ph attended by someone else and he said wrong number
action -na
communication-na

issue-ring goes but cisco counting going on but not connected
action-cmb msg sent
communication-na

................................PRODUCT INFO..........................

issue:-cx wants to know about how to connect watch with smartphone
action :-info given
communication:-detail shared with cx that via bluetooth//cx agree

issue:-cx wants to know about other products//
action :-info given
communication:-ask to cx pls visit on snapdeal app or web site//cx agree

issue:-cx asked about details of product size
action :-info given
communication:-information shared with cx about size //cx agree

issue:-cx asked about details of product and price
action :-info given
communication:-information
shared with cx about price and payment mode //cx agree

Issue – Query about an product
Action Taken – info given
Communication –how to use the product info not avail in prdct dscptn so i reqest to cx contact with doctor or to check product manual//info shared//cx agree/

issue:-cx want to change payment mode
action :-info given
communication:-deny to cx politely//ask to cx pls coordinate with courier partner// cx agree

issue: cx want to know about the return policy
action:- info given
communication: information shared to cx about terms and condition regarding 7 days return policy

issue: cx ask about the originality of the product
action: -info given
communication: told to cx that assured products will be deliver to cx from assured sellers

issue-cx want to confirm his order is placed or not
action-info given
communication-info shared

...................................................OFFER DETAILS......................

issue: cx ask about the how to use promocode
action: info given
communication :information regarding terms and condition of voucher shared to cx

issue: cx told he did not get benefit of promocode
action: info given
communication : information regarding terms and condition of voucher shared to cx

issue: cx asked about offer details
action:-info given
communication :information share with cx
...............................ORDER STATUS.......................
issue:order stuck at one location
action: req raised
communication : apology done / tat share 24-48 hs / ask cx to wait

issue:-pending for verification
action :-info given
communication:-as to cx pls wait 24rs for ivr verification call// cx agree

issue:- cx asked about the order status /
action :-info given
communication:- Dispatched date & DDR shared //cx agree

issue:- cx asked about the order status /
action :-info given
communication:- courier partner name shared// dispatch sms sent//dispatched date & DDR shared //location shared// cx agree

issue:- cx asked about the order status /
action :- info given
communication:- courier partner name shared//dispatch sms sent//dispatched date & DDR shared //location not shared as product not dispatched yet// cx agree
....................................SPECIFIC DELIVERY................
issue:-cx want delivery before promise date
action :- info given
communication:- assured to cx for fast delivery//date capture // DDR shared //cx agree

issue:-cx want delivery TOMMOROW
action :- info given
communication:- politly denied as product dispatched yesterday//location shared and ask to wiat // DDR and dispatch date shared //cx agree

.....................................LATE ....................................
issue:-order late beyond case
action :- info given
communication:- today is last delivery date but status not out for delivery/tat shared as soon as possible//
apology done// ask cx to wait // cx agree //

issue:-order late beyond case /dispatch date breached
action :- info given
communication:- tat shared 24-48 hrs for update //apology done// ask cx to wait // cx agree //

issue:-order late beyond case
action :- info given
communication:-red flag shows//tat shared as soon as possible //apology done// ask cx to wait // cx agree //

..........................................ADDRESS CHANGE....................
issue: cx wants to change the delivery address
action: req taken
communication:so do as per cx VOC // infro shared

issue: cx wants to change the delivery address
action: req taken
communication: deny to cx as it is not in editable state // infro shared // cx agree
..........................CANCEL....................

issue:cx want to know the reason of order cancellation
action: req taken
communication: info shared to cx // request to cx to place a new order

issue:-cx want to know the reason of order cancellation
action :- info given
communication:- info shared to cx due to some technical error// request to cx to place a new order // cx agree

issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status shipped//ask to cx pls refuse if delivery attempt//cx agree

issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status ofd//ask to cx pls refuse if delivery attempt//cx agree

issue:-cx wants to cancel product due to cx not able to pickup the product
action :- complaint taken
communication:-ask to cx pls wait 24-48hrs for update about refund// detail shared that cancellation in progress//cx agree

issue:-cx wants to cancel product due to size
action :- info given
communication: detail shared that product already cancelled// cx agree

issue:-cx wants to cancel product due to cx late promise date and UD AI case
action :- complaint taken// FNDR filled
communication:-ask to cx pls refuse if delivery attempt//cx agree

issue:-cx call to cancel the order due to promise date too late//
action :-complaint taken
communication:-status show shipped//ask to cx pls refuse if delivery attempt
and also tat shared after refuse by cx and cancellation mark in 6bd and refund initiate in 24-48hrs// cx agree

..........................................OFD........................................
issue:- cx asked about delivery status //
action :- courier boy no.shared with cx//
communication:- Same day OFD //ask to cx pls wait till 6pm// cx agree

issue:- cx asked about delivery status //
action :- info given
communication:- Same day OFD //ask to cx pls wait till 6pm// cx agree

issue-cx said product is ofd as he received a call
action-not able to chk ekart tracking and dispatch no info
communication-courier partner name shared as to coordinate with them
.............................................UD.......................
issue:- cx wants to know about delivery status
action :- UD AI// FNDR filled //address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree

issue:- cx wants to know about delivery status
action :- UD AI// FNDR filled //Fake remarks by courier boy//address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree

issue:- cx wants to know about delivery status//ODA//SHIPPER DELAY//MISCELLANEOUS//fNDR ERROR
action :- UD AI// FNDR NOT filled //address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree

issue:- cx wants to know about delivery status//ODA
action :- UD AI// FNDR NOT filled //address confirmed and updated//
communication:-ask to coordinate with courier partners //cx agree
..........................................RETURN REQUEST............................
issue:-cx want to return against trust pay policy
action :-complaint taken
communication:- deny to cx due to cx does not have valid reason

issue:-cx received
action :-complaint taken
communication:- cx dont wish to return

issue:-cx want to replace the order due to cx received
action :-complaint taken
communication:- TAT shared 24-48hrs for pickup confirmation//cx agree

issue:-cx want to replace the order due to cx received
action :-complaint taken
communication:-tat shared 2-3days//and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be process 4-7 working days will be deliver //and also detail shared about that original packing is mandatory//cx agree

issue:-cx want to replace the order due to cx received
action :-complaint taken
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//
and also detail shared about that original packing is mandatory//cx agree


issue:-cx want to replace the order due to cx received
action-manual pickup macro sent
coomunication-ask to courier product through any national courier service within 5 days//also told to share courier receipt for refund of courier money//details and tat shared about QC and refund//cx agree
..................................RL..................................................
issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done product reach warehouse in 7-8 days and after QC successfully refund will be process//and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about replacement// and detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs replacement will be process with in 4-7wd//
and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be process and will reach in 4-7working days//and also detail shared about that original packing is mandatory//cx agree

issue: cx want to return the product // PUC not done
action: return req raised / RL panel filled
communication: 2-3 d TAT share/ infro shared /ask cx to wait

issue-cx want to know about pickup
action-manual pickup macro sent
coomunication-ask to courier product through any national courier service within 5 days//also told to share courier receipt for refund of courier money//details and tat shared about QC and refund//cx agree

Issue - Customer ask about Order pickup (Unsuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days // address verified // courier boy visit at cx location but didn't pick order due to thy said order not as same as shown in image
Communication - Information given //pickup details shared // customer agree
...........................................APUC ......................................
issue:-cx wants to know about request status// puc done
action :-rl panel already filled// Customer Dispute accepted stage selected
communication:- ask to cx pls wait 72 hrs for update//cx agree

issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage selected
communication:- ask to cx pls wait 72 hrs for update//cx agree

issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage already selected
communication:- ask to cx pls wait 24-48hrs for update//cx agree
cx didn't receive courier receipt
FE no. 9414919975
pickup boy name Deepak Goswami
.........................................COURIER BOY COMPLAINTS.....................
issue-cx said courier boy misbehaved
action-info given
communication- FE number Fe name//strict action will be taken against delivery boy //cx agree

issue-delivery boy ask for extra money
action-info given
communication- FE number Fe name//strict action will be taken against delivery boy //cx agree
......................... FRAUD CALL..........................................
issue-lucky draw all received by cx
action :- macro shared
communication:-cx informed about the fraud call and SMS and letter regarding fake lucky draw contest //
infomation shared to cx and ask not to share any confidential details // cx agree

issue-cx reported refund fraud by app download
action :- macro shared
communication-cx informed that snapdeal app//fake app related infomation shared to cx and ask not to share any confidential details // cx agree
.......................................................PDWP......................
issue:- PDWP case
action :- complaint taken
communication:-ask to cx pls wait 24-48 hours for POD and ask to revert back//apology done//cx agree

issue:- PDWP case
action :- info given
communication:-detail shared delivered marked// ask to cx pls place new order // apology done//cx agree//

....................SHIPPED TOGETHER CASE/.................
issue: item shipped together case//
action: req taken
communication: 24-48 hrs TAT share // ask cx to wait // infro share
.....................................EMPTY PARCEL...................
issue: Empty parcel case
action: req taken
communication: 7 D TAT shared /apology done / info shared // ask cx to wait

issue: Empty parcel case
action: req taken//UT Form shared
communication: ask to wait 7 D after received UT form /apology done / info shared // ask cx to wait
.....................................................PICKUP.....................
issue:-cx wants to know about puc
action :-info given
communication:-detail shared today is out for pickup // ask to cx wait for today//
and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//and also detail shared about that original packing is mandatory//cx agree

issue:-cx wants to know about puc
action :-info given
communication:-detail shared today is out for pickup // ask to cx wait for today//
and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be reach 4-7 working days//and also detail shared about that original packing is mandatory//cx agree


.............................................RTO............................
issue:-cx wants to know about order status//RTO case
action :- info given
communication:-detail shared rto marked// ask to cx pls place new order // apology done//cx agree//
wrong remarks mention by courier team//
..............................................REFUND..................................
issue:-cx ask for refund status//puc done on
action :-info given
communication:- detail shared about refund// detail shared after puc done product will reach warehouse in 7-8 days and after QC successfully refund will be processed//tat shared for refund initiated in 24-48 hours and will be reflect with in bd //cx agree

issue:-cx ask for refund status
action :-info given
communication:-

issue:-payment deducted but order not confirmed//
action :- info given
communication:-ask to cx pls wait 72 hrs for auto reverse// cx agree

issue:-cx wants to knw about refund
action :-info given
communication:-detail shared that refund already initiated and will be reflect with in bd //cx agree

issue:-cx wants to knw about refund//cca on //tat breached
action :-info given
communication:-detail shared that refund will be initiated in 24-48 hours and will be reflect with in bd //cx agree

issue:-cx wants to know about refund//
action :-info given
communication:-detail shared about cip//ask to cx pls wait 24-48hrs for update//cx agree

issue:-cx ask for refund status//puc done//
action :-rl panel filled//
communication:-ask to cx pls wait 24-48hrs for update//
and also detail shared that after initiate refund will be reflect with in 5 bd//cx agree

issue:-cx ask for refund status//puc done 8th march
action :-info shared
communication:-detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs refund will be process //cx agree

issue:-cx wants to know about refund//
action :-macro sent//
communication:-ask to cx pls share bank details// macro sent//
and also detail shared after bank detail shared refund initiate in 24hrs and reflect in 2hrs//cx agree

issue:- cx wants to know about refund//
action :- compaint taken//tat breached// macro shared
communication:- detail shared refund already initiated but cx didn't receive//
ask to cx pls coordinate with bank and share bank account statement//
ask to cx pls wait for 24-48hrs for update//cx agree

issue: cx ask for refund status
action: complaint forwarded
communication :refund initiated // TAT shared

issue: cx ask for refund status / refund not initiated
action: complaint forwarded
communication :TAT shared // infro shared // ask cx to wait

issue-cx want to know about refund
action-info given
communication-ask to wait 5 working days as neft on hold//cx agree

...............................................COURIER PARTNER NUMBERS..................

issue-cx want to know about request status
asction-na
communication-ask to wait 24-48 hours for team update//cx agree

Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284

as i Can chk that you have already made the request and your request has been accepted.Picup boy was out for picup on 27 did you get a call on 27 from him
I would like to apologize to you for this and don't worry i will reschdule pickup again

Pickup boy will be from Courier Company will come in two to three days and will take your product after that its quality will be chck
if quality chk passed then your request will be accepted and your refund will be intiated in 24-48 And within two horses will be added to your account
Do you want any more information from Snapdeal i will be happy to help you

Your product was dispatched on 31st and you will get it on 5th