Notes
Notes - notes.io |
WANT TO KNOW DELIVERY DETAILS :
ISSUE - cx want to know delivery details
ACTION - info shared // promised date given
COMMUNICATION - cx want to know delivery details // told cx that we'll try to deliver the product ASAP // cx satisfied
11672
gurpreet singh
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SPECIFIC DELIVERY REQUEST
ISSUE - cx want to receive the product upto
ACTION - specific date mentioned
COMMUNICATION - specific delivery request // told cx that we'll try to deliver the product ASAP // cx satisfied
11672
gurpreet singh
------------------------------------------------------------------------------------
OUT FOR DELIVERY :
ISSUE - cx want to know delivery details
ACTION - courier boy is OFD // courier boy no. shared
COMMUNICATION - cx want to know delivery details // product OFD // request cx to wait till end of the day // cx agree
11672
gurpreet singh
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ISSUES REGARDING DELIVERY :-
LATE/BEYOND PROMISED DATE :
ISSUE - cx want to know delivery details // product is late/ beyond promised date
ACTION - expected date given // told cx that we'll try to deliver the product ASAP
COMMUNICATION - product is late/ beyond promised date // expected date given // told cx that we'll try to deliver the product ASAP // cx agree
11672
gurpreet singh
------------------------------------------------------------------------------------
PRODUCT STUCK CASE :
ISSUE - cx want to know delivery details // product stuck at one place
ACTION - told cx that we'll try to deliver the product ASAP
COMMUNICATION - product stuck at one place // request cx to wait 24 to 48 hrs for updates // cx agree
11672
gurpreet singh
------------------------------------------------------------------------------------
UD MARKED :
ISSUE - cx didn't receive the product // UD marked
ACTION - FNDR filled // Address verified // TAT - 24 to 48 hrs
COMMUNICATION - UD marked // FNDR filled // request cx to wait 24 to 48 hrs // cx agree
11672
gurpreet singh
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UNABLE TO FILL FNDR IN UD CASE :
ISSUE - cx didn't receive the product // UD marked
ACTION - unable to fill FNDR because status shows
COMMUNICATION - UD marked // unable to fill FNDR because of Error // request cx to wait 24 to 48 hrs // cx agree
11672
gurpreet singh
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PRODUCT RTO :
ISSUE - cx want to know delivery details
ACTION - product was RTOed // apology done
COMMUNICATION - product was RTOed // request cx to place a new order // cx agree
11672
gurpreet singh
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ORDER NOT CONFIRMED :-
MONEY DEDUCTED BUT ORDER NOT CONFIRMED :
ISSUE - money deducted but order not confirmed
ACTION - money didn't captured by snapdeal // TAT - 72 hrs
COMMUNICATION - money deducted but order not confirmed // money didn't captured by snapdeal // request cx to wait 72 hrs for auto reversal // cx agree
11672
gurpreet singh
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PDWP CASE :-
NEW POD CASE :
ISSUE - status shows delivered but cx didn't receive the product
ACTION - apology done // TAT - 6 days for POD
COMMUNICATION - PDWP case // request cx to wait maximum 6 days for POD // cx agree
11672
gurpreet singh
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PDWP CASE AFTER POD SHARED :
ISSUE - product delivered to wrong place case // apology done
ACTION - POD denial // TAT - 7 to 8 days
COMMUNICATION - PDWP case // POD denial // request cx to wait for 7 to 8 days // cx agree
11672
gurpreet singh
--------------------------------------------------------------------------------------------------------
PRODUCT RETURN CASE :-
RETURN REQUEST :
ISSUE - cx want to return the product //
ACTION - request taken // apology done // TAT - 2 to 3 days
COMMUNICATION - cx want to return the product // request cx to wait for 2 to 3 days // cx agree
11672
gurpreet singh
------------------------------------------------------------------------------------
REPLACEMENT REQUEST :
ISSUE - cx want the replacement of the product //
ACTION - request taken // apology done // TAT - 2 to 3 days
COMMUNICATION - cx want the replacement of the product // request cx to wait for 2 to 3 days // cx agree
11672
gurpreet singh
------------------------------------------------------------------------------------
EMPTY PARCEL CASE :
ISSUE - cx receive an empty parcel
ACTION - complaint taken //apology done // TAT - 7 days
COMMUNICATION - empty parcel case // complaint taken // request cx to wait for 7 days // cx agree
11672
gurpreet singh
------------------------------------------------------------------------------------
SHIPPED TOGETHER CASE :
ISSUE - cx receive only product instead of // shipped together case
ACTION - complaint taken // apology done // TAT - 24 to 48 hrs
COMMUNICATION - shipped together case // request cx to wait 24 to 48 hrs for updates // cx agree
11672
gurpreet singh
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CATP CASE :
ISSUE - cx want to return the product
ACTION - unable to take return request with cx concern
COMMUNICATION - CATP case // unable to take return request // return request denial
11672
gurpreet singh
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PICKUP RESCHEDULE :-
PICKUP NOT DONE :
ISSUE - cx concern is regarding pickup of the product
ACTION - RL panel filled // Macro shared // TAT - 2 to 3 days
COMMUNICATION - pickup not done // RL panel filled // request cx to wait for 2 to 3 days // cx agree
11672
gurpreet singh
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PICKUP DONE BUT DIDN't MARKED ON SYSTEM :
ISSUE - cx concern is regarding
ACTION - product pickup done but didn't marked on system // mention in RL panel // TAT - 24 to 48 hrs
COMMUNICATION - pickup done but didn't marked on system // mention in RL panel // request cx to wait 24 to 48 hrs for updates // cx agree
11672
gurpreet singh
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OUT FOR PICKUP :
ISSUE - cx concern is regarding pickup of the product
ACTION - courier boy is Out for Pickup
COMMUNICATION - cx concern is regarding pickup of the product // courier boy is OFP // request cx to wait till end of the day // cx agree
11672
gurpreet singh
------------------------------------------------------------------------------------
REQUEST FOR IMAGES :
ISSUE - cx want to return the product // receive different product
ACTION - request cx to share the images of the product // Macro shared
COMMUNICATION - cx want to return the product // request cx to share the images of the product // cx agree
11672
gurpreet singh
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REFUND CASE :-
REQUEST FOR NEFT DETAILS :
ISSUE - cx concern is regarding refund
ACTION - request cx to share NEFT details // Macro shared
COMMUNICATION - refund case // request cx to share NEFT details // Guide cx that how to share NEFT details // cx agree
11672
gurpreet singh
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NEFT DETAILS ALREADY PRESENT :
ISSUE - cx concern is regarding refund // NEFT details received
ACTION -
A/c number -
A/c holder name -
IFSC code -
COMMUNICATION - refund case // NEFT details received // request cx to wait 24 to 48 hrs // cx agree
11672
gurpreet singh
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RRN NO. SHARING IN REFUND CASE :
ISSUE - cx concern is regarding refund
ACTION - refund initiated from our side on
COMMUNICATION - refund case // refund initiated from our side // request cx to confirm from bank once // RRN no. shared
11672
gurpreet singh
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REFUND DIDN'T RECEIVED BY CX :
ISSUE - cx concern is regarding refund // refund initiated from our side on
ACTION - cx didn't receive his refund // request cx to share Bank Statement // Macro shared
COMMUNICATION - refund initiated from our side but cx didn't receive // request cx to share Bank Statement // cx agree
11672
gurpreet singh
------------------------------------------------------------------------------------
REFUND/ REPLACEMENT FOLLOWUP CASE :
ISSUE - cx didn't receive refund yet
ACTION - request cx to wait 24 to 48 hrs for updates
COMMUNICATION - cx didn't receive refund yet // request cx to wait 24 to 48 hrs // cx agree
11672
gurpreet singh
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PRODUCT CANCELLATION :-
CANCELLATION BEFORE MFG :
ISSUE - cx want to cancel the order //
ACTION - request taken
COMMUNICATION - cx want to cancel the order // request taken
11672
gurpreet singh
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CANCELLATION IN SHIPPING PROCESS :
ISSUE - cx want to cancel the order
ACTION - told cx to refuse the product on doorstep
COMMUNICATION - cx want to cancel the order // told cx to refuse the product on doorstep // cx agree
11672
gurpreet singh
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PRODUCT/OFFER INFORMATION :-
PRODUCT/OFFER INFO :
ISSUE - cx want to get the info regarding
ACTION -
COMMUNICATION - info shared // cx satisfied
11672
gurpreet singh
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FRAUD CALL :-
FRAUD CALL :
ISSUE - cx receive a fraud call regarding lucky draw
ACTION - told cx not to share personal details
COMMUNICATION - cx receive a fraud call // told cx not to share personal details // cx agree
11672
gurpreet singh
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NO RESPONSE :-
didn't get any response from cx side
call disconnected after 3 warnings
11672
gurpreet singh
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NON-CONNECTED CALLS :-
ISSUE - Call non-connected
ACTION - SMS send
COMMUNICATION - N/A
11672
gurpreet singh
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