Notes

Issue :non connected
Action :sms shared
Comm: na
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Issue :no query
Action :na
Comm: na
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Issue :no need call back
Action :na
Comm: na
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Issue :after opening // call drop by the cx end
Action :na
Comm:na
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Issue :echo sound issue
Action :na
Comm: As there is no response from cx side hence after giving warning call disconnected from this end.
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Issue :na
Action :na
Comm: As there is no response from cx side hence after giving warning call disconnected from this end.
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Issue :language issue
Action :na
Comm :ask cx to raise query on [email protected]
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Issue :order is late beyond promise date
Action :req raised
Comm :tat share info ASAP with the cx // apologies to cx // cx agree
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Issue :order is late beyond promise date
Action :req raised
Comm : tat share 24-48 hs / ask cx to wait// apologies to cx // cx agree
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issue: cx asked about details of product and price
action: n/a
communication: information shared with cx as per the pdp page or the profile / cx agree
resolution script shared .............................
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issue: cx want to know about the return policy
action: na
communication: information shared to cx about terms and condition regarding 7 days return policy

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issue: cx want delivery details //
action: delay dispatch sms shared
communication:// DDR shared // infro shared
resolution script shared .............................
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issue: cx want fast delivery and delivy before promise date
action: delay dispatch sms shared
communication:assured to cx for fast delivery // DDR shared // infro shared
resolution script shared .............................
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issue: cx want to know about the order status / order is ofd
action: req raised
communication: ask cx to wait till end of the day .. fe number shared
resolution script shared .............................
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issue - UD marked // status show OFD
action- complain // FNDR Not filled
communication - req to wait 6 pm
apologies to cx // address confirmed // cx agree
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issue - UD marked // status show Out of delivery area
action- complain // FNDR Not filled
communication - apology done // req to wait 24-48 //
/ ask to co-ordinate // cx agreed
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issue - UD marked // status show self pickup//miscellaneous
action- complain taken / FNDR filled
communication - apology done // req to wait 24-48 // info shared // cx agreed //
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issue: cx want to know about the order status //order marked undelivered
action: complaint raised /FNDR filled//rescheduled delivery//address verified//
landmark confirmed // alt number confirmed
communication: tat shared 24-48 hrs // ask cx to wait // cx agree
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issue:order stuck at one location
action: req raised
communication : apology done / tat share 24-48 hs / ask cx to wait
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issue - RTO marked// reason :
action- request taken
communication - apology done // req to place a new order // cx agreed
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issue: cx want to return the product //as product is
action: return req raised
communication: infro shared // tat shared 24-48 hrs // ask cx to wait
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issue: cx want to return the product // PUC not done // REASON :
action: return req raised / RL panel filled
communication: 2-3 d TAT share/ infro shared /ask cx to wait
keep with the original packing
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issue: cx want to return status // OUT FOR PUC
action: return req raised
communication: /cx asking about order pickup as it was out for pickup // ask cx to wait till :6 pm, when PUC boy will come near the location of cx ..PUC boy call the cx for PUC //cx agree
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issue: cx want to return the product// REASON :
action: return req raised// RL FILLED
communication: cx said PUC already done but not yet updated // info shared / /ask cx to wait 72 hrs //
APUC stage SELECTED //
FE NUMBER :
FE NAME:
-----------------------------------
-----------------------------------

issue: cx told payment deducted but order not confirmed
action: complaint forwarded
communication : Refund Tat 72 hrs shared to cx// (tat shared as per the payment mode ) infro shared // ask cx to wait
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issue: cx ask for refund status
action: complaint forwarded
communication :refund initiated // TAT shared ( AS PER THE PAYMENT MODE ) //cx agree
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issue: cx ask for refund status / refund not initiated
action: complaint forwarded
communication :TAT shared ( AS PER THE PAYMENT MODE ) //cx agree // infro shared // ask cx to wait// xc agree
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issue: cx ask for refund status
action: complaint forwarded
communication :NEFT details not present / macro send and informed to cx to provide bank details / infro shared /cx agreed
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issue: cx ask for refund status
action: complaint forwarded
communication : refund initiated but not yet reflected // tat shared (AS PER THE MODE OF PAYMENT )told to cx to share bank statement as per mail send

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issue: cx want to cancel the order //REASON :
action: req taken
communication: info shared //order is cancel//cx agree
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issue:cx want to cancel the order// REASON :
action: req taken
communication: already cancel // infro shared// cx agree
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issue:cx want to know why order order got canceled
action: req taken
communication: info shared to cx // request to cx to place a new order // apology //cx agreed

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issue:cx want to know why order order got canceled// REASON :
action: req taken
communication: info shared to cx // request to cx to place a new order // apology //cx agreed

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

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issue: PDWP case
action: req taken
communication: apologies to cx .//tat shared:24-48 hrs for share the POD at the cx email // after that confirmed the sign. // reply us // team will update the rest info // cx agree
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issue: PDWP case (COD )
action:FEEDBACK taken
communication: apologies to cx // ask cx to place the new order // assured cx not happens again in future // cx agree
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issue: Empty parcel case
action: req taken
communication: 7 D TAT shared /apology done / infro shared // ask cx to wait
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issue: item shipped together case
action: req taken
communication: 24-48 hrs TAT share // ask cx to wait // infro share

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issue - complain against trust play policy
action -request raised
communication - cx recievd same product same as on PDF page // no issue with product like damage/defective or different // denial given //cx agreed

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FRAUD CALL -
App download case -
Issue -"𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙧𝙚𝙥𝙤𝙧𝙩𝙚𝙙 𝙍𝙚𝙛𝙪𝙣𝙙 𝙁𝙧𝙖𝙪𝙙 𝙗𝙮 𝘼𝙥𝙥 𝙙𝙤𝙬𝙣𝙡𝙤𝙖𝙙 "
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //

Simple case - Lucky draw case -
Issue - "𝙇𝙪𝙘𝙠𝙮 𝙙𝙧𝙖𝙬 𝙘𝙖𝙡𝙡 𝙧𝙚𝙘𝙚𝙞𝙫𝙚𝙙 𝙗𝙮 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧"
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //

ATTENDENCE LINK :
http://182.75.250.82:85/

CALL DROP FORM :
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform