Notes

Status check cx want to know the status of the product ask cx wait till promise date on or before you get your product.
promise date 30/12
Cast pitched
cx agreed.

same day delivery
Customer called and wants to know about the status of his order. information given him that the product is OFD so will get deliver today till to 7pm.

reattempt:
as cx called and told he had not revived the product as that was OFD on ......and there was no response form the customer side ,,so inform him that i will forward the request for reattempt so within next 2 business days product will be reattempted.

delay in delivery:
Customer called and wants to know about the status of his order,as per the system check the order is delayed in delivery,so apologize and inform him i will forward the complaint to the team they will check and contact you with the resolution on or before tat given

delay in shipping:
Customer called and wants to know about the status of his order,as per the system check the order is delayed for shipping ,so apologize and inform him i will forward the complaint to the team they will check and contact you with the resolution on or before tat given


delivery address change denied:
cx called and wants to change the address for the delivery as the option is not available so inform him that same cant be changed ,,and inform him he can cancel the order and can place fresh one


CX Calling No:-
Issue:- DEFECTIVE mic issue not working]
Probing done:- Y
Troubleshooting :- Y
Packing Manners:- price tag, Brand Box, unused,
Invoice (With all accessories which CX received with product provided at
the time of pack up return to Fe as same it is)- (Mandatory things.)
Inner packing :- OK
Outer packing :- OK
Seal tempered:- NO
Alternate no:-
RVP address confirmed with Phone Number:- Y
SELF-SERVE guided to cx


return on hold bcz delivery status is not updated after 24 hours
as cx called and wants to know the status of the return so inform him that the delivery status ios not updated yet from the logistic so it will take 24 hours after u will be notified.

return on hold bcz delivery status is not updated post hours:

as cx called and wants to know the status of the return so inform him that the delivery status is not updated yet as post 24 hours so apologize and taken complaint and shared tat.
alternate number:

return policy:
as customer called and wants to know about the return policy so inform him the policy as per the order that the policy is for 10 days if got defective or damaged or mis-shipment order ..

RVP address change after return creation:
customer requests for a change in pickup address after return creation. Inform customers that the pickup address cannot be changed after return creation. however he can cancel the return after he can place new request with the new address.

rvp delayed. as cx called and wants to know the return status as per the system check the RVP date is breached so inform him that i will forward

refund related query:
cx called and wants to know about the refund status so inform him that the refund is completed form the seller on.....and will be reflect in the account till to ......ARN number inform him ..

refund delay:
cx called and wants to know about the refund status so inform him that the refund is completed already but he said he had checked already not reflecting ,so taken the complaint on behalf of cx and shared tat,
alt no:

RVP denied FA:
as cx called and complaints that the pickup is denied by the WM due to the reason.......inform him that the product is FA so we r sorry that product cannot be picked up.

RVP denied non FA:
cx called and complaints that the pickup is denied by the WM due to the reason.......apologize and taken the complaint and shared the tat..alternate number:

when tech visit will be happen
cs called and wants to know the return status of his product so inform him that first the tech visit will be happen after they will send the email ot seller and shared promise date for the tech visit,
* 3,Installation:
before delivered




after delivered:
+++++++++++++++++++++++++++++++++++++++++

installation not done on promise date received the notification:
cx called and wants to know about the installation when it will happen so as he said he had already received the message today so inform plz wait till to 7 pm.
>

installation address change:
c

reschedule:
cx called and wants to reschedule the installation so inform him If the vendor is mentioned as ‘Jeeves’ - Customer will get an SMS and plz click on that and reschedule the date. customer agreed;

third party
cx called and wants to reschedule the installation so request taken and shred the tat,,
address:
pin:
landmark:
alternate number:

installation not done on promise date did not receive notification:
as cx called and wants to know the installation date so as he calling on promise date and didn't received any notification ,,so taken complaint and shared the ta
alternate number:


4.warranty guaranty related:
cx called and wants to know about the warranty of the product form the brand so inform him that the brand warranty is for 2 years.

vas warranty related:
cx called and told the vas is not delivered yet however the parent product is already delivered so inform him plz wait for 24 hours after the delivery ,after that will be delivered on him registered email id.

Customer contacts for services like registration of product, changing the registered address or other customer details etc:

Request the customer to contact Jeeves services (Jeeves.co.in or toll-free number 1800-425-5568)

Request the customer to contact Jeeves services (Jeeves.co.in or toll-free number 1800-425-5568)

5
Updated same incidient

as cx called for the same concern ,,,,,,,,,,,,,,,,,,,,,,,,,,so inform him the tat and ask him to wait on or before the tat team will contact you with the resoulation ,,,
alternate number:

6
TOA for defective accessory
cx called and complaints that the charger he received is defective ,,so probing done he had checked with other devices as well but not working ,,so inform him that i will forward the complaint to the concern team and will be get resoulation within tat,
defective item:
eligible TOA amount;
alternate number,

language call back
cx called and wants the call back in language.......so inform him i will forward the request tot the team and shared tat.
primary number:
alternate number;

blacklisted first contact
as cx called and complaints he is unable to login and the customer is blacklisted in his first contact ,,so inform him i will forward the complaint to the team,,
alternate number:
blacklisted 2nd contact:
as cx called for the same issue that he is unable to login his account so inform him that plz reply on the email that he received ,,and there is also frm updated so needs to transfer call to the supervisor

fraud call
cx called and complaints that he had received the call where they told him he has ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,so inform him that this is fraud plz don't shared any personal information there also inform him that any tyoe of offer related discount of others wiLl be visible on flip kart site if there is such offer,'
alternate number:
fraud contact number

Clarification on terms and conditions/offer callout tagging..
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
status check cx called up cx want to know status of the product
cx want product on ... inform cx that mention in notes but not promise.
as per sa inform cx

product is out for delivery
request cx to wait till 7.00 pm
self serve
subscribe cx agree
cx satisfied
..................................................................
Delay in Delivery
As per SA promise date is breached
cx called to inform that he did not get the product yet
product is GETTING DELAYED
tat is informed to cx
cx need product as soon as possible
self serve guide
Alternate no-
cx agree
.........................................................
Replacement
cx called up cx Facing A problem With product .
probing done
packing manners
packet is sealed & open by cx
inner packing- good
outer packing- good
price tag
Brand Box
unused
alternate no N/A
rvp adress
SELF SEREVE
........................................................................
reattempt

as cx called and told he had not revived the product as that was OFD on ......and there was no response form the customer side ,,so inform him that i will forward the request for reattempt so within next 2 business days product will be reattempted.
..................................................................
UPDATE case
Alternate No-
Cx called to know about the complain status apologized and
informed the cx the issue is already highlighted please wait till on or before
tat Shared with cx
cx agree

..............................................................
not logged in flipkart A/c
CX CALLED UP CX said that cx not login into a account
inform cx that
plz change the password of flipkart account
Enter the register Mobile No.
choose forget password
create new password
with alphabetic & numeric combination
cx receive otp enter otp create password
cx agree
cx satisfied
selff serve
......................................................
unregistered
cx called up from unregistered no
cx did not clear a two setup verification
cx unable to provide detail
request cx that call from a registered Mobile No
self serve
cx agreed.
......................................................
drop call
cx want to know about the product
cx disconnect the call no response on call cx side.
without providing registered details
...............................................
drop call

CX WANT TO KNOW ABOUT THE PRODUCT
CX UNABLE TO PROVIDE ORDER ID
information shared with cx that firstly check the detail and call again
cx agree self serve guide
..................................................
Black List
cx calld said that cx was unable to logged in a account
inform cx that
an email has been send to cx on registered email adress
tat shared
request cx to reply on email which are received to cx team will provide a resultaion to cx by mail
cx agree
......................................................
fe/ boy detail (wish master no)
cx called up cx said that cx unable to contact the fe
inform the customer to reach out to the Wish-master through the bridge details
available on the Out for Delivery SMS or on the Order Page of their Flipkart account.
self serve
....................................................................................
Mis-route – Same city (Reattempt )

Cx called said that cx not recieved a product
inform cx that shipment has been mis-routed to same city due to incorrect pin code entered while placing the order.
Request the cx to wait for additional 2 business days for delivery
cx agreed
...........................................................................
Misroute other city cancel the order

Cx called said that cx not receive a product
inform shared that product is mis-route other city on the behave of cx information shared that firstly cancel this order and
they may place a fresh order with the correct pin code
self serve
tagging >>shipped but mis-routed
......................................................
payment Awaited 24 hours
CX SAID AMOUNT DEDUCTED BUT ORDER NOT CONFIRMED
ASK CX IT TAKES 24 HRS TO UPDATE
AFTER 24 HRS YOUR ORDER IS PLACED OR YOUR REFUND IS INITIATED.

Payment prepaid >>> Payment awaiting >>> Solved
......................................
payment failed
inform the customer that the payment is failed
In case the amount is debited from the bank account,
it will be reversed by the bank within 8 business days;
Request customers to get in touch with the bank's customer care
(number can be found behind the debit/credit card) in case the amount is not reversed within 8 business days

Payment prepaid >>> Payment failed >>> Solved
.............................................
Wants to cancel the return Request:-
cx raising a wrong requested cx want to cancel the request cancellation policy shared with cx
cx agree to cancel request
for new request try after 48 hours inform cx
self serve guide.
................................................................................
Tata Safari Spam Call (spam call)
cx called up cx said that they receive a all that cx win tat safari to claim there prize deposit the amount
information shared with that this type of no prize announced by flip kart this is fake so plz don"t share any detail
detail capture :-
from which cx receive a call ---
other no which cx receive by sms
.....................................................................................................
Language call back
cx called up cx was unable to understand English else Hindi cx want language call back
as per request complain forward for language call back
cx want call back on same no
Alternate mobile no -
order id:-
tat shared with
request cx to wait fro the call back cx agree
........................................................................................................
cx ask he is not able to place an order for shoes
ask cx flipkart is domestic website
ask cx there a limit set by the seller on the account.
you reached maximum limit.of the order the product .
ask cx its automatic update by seller .


cx said he want to return the product
as i can check account is blacklisted
ask cx am not able to access the account

cx said he is not able to login into account

as i can check account is blacklisted

call transfer PACE HR Wa5$!Py3
1) Adidas

2) Nike

3) Puma

4) US Polo

5) Divastri

6) United Colors of Benetton

7) U.S. Polo Assn.

8) Arrow

9) Flying Machine

10) Lee Cooper

11) Bata

12) Casio

13) Seiko

14) Guess

15) Citizen

16) Diesel

17) Tommy Hilfiger

18) Scuderia Ferrari

19) Fossil

20) Skagen

21) Tissot

22) Hugo Boss

23) Satya Paul

24) Ritu Kumar

25) Label Ritu Kumar

26) Ombre Lane

27) Mabish by Sonal Jain

28) Preeti S Kapoor

29) Nidhi Munim