Notes

@@@@Csat *********@@..

I hope I was able to help you with query today.

A short survey will be sent to your registered email address to get your feedback on the resolution provided and our conversation.

Please do rate and share your valuable feedback regarding this interaction with you today.

You can rate our conversation experience on a scale of 1 to 5, 1 being the lowest and 5 being the highest.

Your feedback is really valuable to us as it will help us enhance your experience.


RR
I hope I was able to help you with query today.

I would like to let you know that you will receive a customer feedback email to your registered email ID. It is regarding the information which I have provided in this conversation.

Please do rate and share your valuable feedback regarding this interaction with you today.

You can confirm if you're happy with the resolution provided by choosing 'Yes' or 'No' and also rate our conversation experience on a scale of 1 to 5, 1 being the lowest and 5 being the highest.

Your feedback is really valuable to us as it will help us enhance your experience.
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####Most used...........

Hi, my name is Tarish and I'll be helping you with your request.
Hello , please proceed with your query.

Thanks for being a valuable Flipkart Plus member.

I would like to let you know that

Are we connected?

Just to confirm, are we discussing about the product '' ''?

Please share your alternate contact number.

May I know the exact issue you are facing with you product?
May I know the cancellation reason?
Please share the cancellation reason, so that I can request the seller to cancel your order.

Please share the exact order id, so that I can assist you in a better way.

Cx was unresponsive, hence tagged and closed.

cx wants to know the order delivery // case already with the team // info shared// hence tagged here // alt no :
cx wants to know the order delivery //tat breached // info shared// hence tagged here // alt no :

...........................................................................................................................................................................................
As I had a check, the expected delivery date of your product is October 11, 2019.
As I have checked your product is Out for delivery.
However, your order was delayed due to an unforeseen issue faced by the courier service provider.
Please wait for 7 pm today, your order will be delivered in the given time frame.
Please be assured, your product will be delivered to you within the given time frame. Your order will be delivered by October 8, 2019 and you can also track your order status here - http://fkrt.it/bqWLi~NN


...........................................................................................................................................................................................................
As there is no response from your side, this chat is going to be disconnected. You can reach us anytime and we will help you with the same.
Since, I have not heard form you, I need to close this chat, please reconnect with us.
...............................................................................................................................................................................................
I just need a couple of minutes to escalate this issue, please be online.
Since I have not heard from you, I am escalating your issue to the team.
Since I have not heard from you, I am closing the chat.
It will take couple of minutes, please be online.

I would like to let you know that I have escalated your issue to the team and they will surely get back to you with a resolution by October 10, 2019.

I would like to let you know that your issue have been already escalated to the team and they are working for the resolution on priority basis.The team will get back to you with a resolution by October 07, 2019.

As informed earlier, the team is working on your query, they will get back to you with a resolution by October 03, 2019.

However, your order was delayed due to an unforeseen issue faced by the courier service provider.

As I had a check your order was cancelled due to an unforeseen issue faced by the courier service provider.
I request you to please place a fresh order.



This isn't something we would want you to go through.
You can be sure that we'll take definite steps to set this right.
..........................................................................................................................................................................................................
Please share your alternate contact number.

Are we discussing about the product '' ''?

If your primary number is not reachable, the team will get in touch with you on your alternate number.

I am sorry to inform you that the Wishmaster details are not available with us at the moment.

The Wishmaster may call you on your registered phone number if he is not able to locate your address.
Once your product will be out for the delivery, Wishmaster will call at your registered phone number if he will not be able to locate your address.
I would like to let you know that usually once the order is Out for delivery, the customers get the Wishmaster details via SMS on their registered contact number.

Also, the seller will refund your amount in your source account within 07 business days as per standard banking procedures.
I would like to let you know that such options are not available at the moment.
I would like to let you know you that after the seller confirms the return, the refund will be credited into your source account within 08 business days as per standard banking procedures.
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***Call Back***

Shall I share the call back steps with you or you want to chat over here in English?


I do understand that you want a call back from our side.

I am sorry to let you know that as it is a chat window, I will not be able to call you.

May I go ahead and help you with your request over the chat?

If you'd like a callback from us, just follow these simple steps:

1. Please visit the Help Centre (App) or 24x7 Customer Care (Website) section.

2. Select 'Contact us'.

3. Choose the preferred channel.

Rest assured, you'll receive a call back from us to help you with your query.

cx wants call back / info shared /. hence tagged here
language barrier // call back steps shared// hence tagged here.
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appreciation

I should be the one, saying thank you. You have been an awesome customer.

You have been such an awesome and understanding customer.

I am so thankful that you are appreciating my efforts.


[Customer Appreciation]

I greatly appreciate your kind understanding and cooperation in this regard.

You have been such an awesome customer, very few customers understands that we do try our best at our end to help each customer.

Your every word means a lot to me.

Flipkart is lucky to have such understanding customers.
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Internal Notes

cx wants to cancel the order // payment awaiting /// info shared// hence tagged here
cx did not respond// hence tagged and closed
cx wants priority// info shared// hence tagged here
cx wants to cancel the order// order nt approved yet// info shared// hence tagged here
cx wants call back.. info shared// hence tagged here
language barrier // call back steps shared// hence tagged here.
cx wants refund status/ info shared// hence tagged here
cx wants to reinstate the cancelled order// info shared// hence tagged here
cx wants Wishmaster details// info shard// hence tagged here
cx was not aware of cancellation// info shared// hence tagged here
cx says : How can i buy through debit card EMI
info shared// hence tagged
cx wants to know the order delivery// undelivered // info shared// hence tagged here
cx wants to know the order delivery // case already with the team // info shared// hence tagged here // alt no :
cx wants to know the order delivery //tat breached // info shared// hence tagged here // alt no :


system issue, unable to response the cx on time.

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Goli

Ciril, I would not let your trust to be broke with the Flipkart.


Your kind understanding will be highly appreciated.


Your kind understanding will be highly appreciated.


If I would be at your place, I would have felt the same.
I am sorry to hear that you are facing issue with the product.
No need to worry, I will check and help you with this.
Your kind understanding will be highly appreciated.
We are really sorry for the trouble you had to go through.
Trust me, this isn't something we would want you to go through.
You can be sure that we'll take definite steps to set this right.
I do want to help you in this regard. I am trying my best to make things right for you with my efforts.
\

Please share an alternate contact number.
Please provide us with an alternate contact number.
Would you like to share any alternate contact number?
///
We'll look into this and will get back to you with an update within {TAT}.
///

PATIENCE
I request your kind patience your issue will be surely resolved.
I request your kind patience in this regard.
I request your kind understanding in this regard.
Be assured, the team will surely get your issue resolved within time.

I'm sorry to hear that your experience with Flipkart has been an unpleasant one.

Trust me if there is an option with me, I could have definitely helped you out. As you are one of the valuable customer for us.
I can understand your feeling. I would have felt the same way if I was at your place.
This was never intentional from us to cause you trouble.
I've made a note of this and will share this feedback with our teams.

To set this right, I will immediately share a strong feedback and make sure they don't repeat the same.

I'll take this up personally with the courier service providers and make sure they take utmost care to ensure this does not happen again.

With all due respect, Flipkart is just an intermediate between seller and consumers. So, creating replacements is entirely on sellers.

I assure you that feedback has been shared with the seller and they'll do their best to make sure that you don't experience this again.

I do not want to make any fake commitment, I have done my best and have shared the same information that has been shared by the seller with us.
Please give a chance to let the seller correct this mistake. I do value you and your time in this regard.


As you are one of our valued customers, your satisfaction is one of our primary concern.

Thanks for your kind understanding in this regard.
I see that you have been one of our valuable customer and really sorry for the trouble you had to go through.
I can completely understand how frustrating and annoying the situation can be when something like this happens but believe me it was never our intention.
I want to assure you that additional measures are put in place by the team so this will not happen again.

We do want to keep you as a happy customer for a long time.

///
Being a valuable customer, I request you to wait for some time.

I’ll make sure it’s passed on to our team.
Sorry about that, Harsha. We'll share the feedback with [[seller/courier service provider]] so that they can put additional measures in place to make your shopping experience a delightful one.
Yes, I understand that. I’ll pass it on to {our team/seller/courier service provider} so that your experience can be a delightful.

I’d like to assure you that we at Flipkart take stringent measures to ensure your details are completely secure.
I’d also like to assure you that we’re doing everything possible to give you a better experience the next time you shop on Flipkart and hope you’ll understand.

I completely understand your disappointment, we don't want our valued customer to face such issues. Trust me, if there was any other way, I would have definitely helped you.
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Goli 2

[Customer Smile Is Our First Priority]


Trust me, if there is anything that I could do to help you, I would have done it by now.

I really wish to do my best to make things easy for you with all the access that has been provided by the seller and our organisation.

I am glad that you are bringing this to my attention. I completely understand your concern I will share your feedback in this regard.

I greatly appreciate that you are taking this initiative and bringing this to my attention.

Your suggestions and feedback is something that is very important to us to make your online shopping experience better.

I do value you as a valuable customer, your time, your money and appreciate your business.

Give us a chance to help you and to keep you with us as a happy customer.



[Cases Out Of Control]

I do feel the situation you are in however, trust me this is not in my hand.

I really wish to make it easy for you with all my efforts, I will surely submit your feedback in this regard.

I know it will be hard for you to believe.


[Empathy]


I do understand the situation you are going through.

However, trust me if there would be anything else then I would surely provide you that information as well.

We do have to work within the policy.


You have been such an awesome and understanding customer.

I do want to make things easy for you, we do value you as a valuable customer and do want to keep you as a happy customer for long time.


I am so thankful that you are appreciating my efforts.

Once your product will be out for the delivery, Wishmaster will call at your registered phone number if he will not be able to locate your address.


Since, I have not heard from your end so I need to close this chat.



[Priority Specific And Early Delivery Denial]


I completely understand your concern however trust me this is something which is not under my control. The delivery of any order depends on so many factors.

It is a process that takes time. We have to work within the policy that has been mentioned by the seller and as per the courier service providers.

Although the seller would like to have your order reach you faster, it’s not something they can promise as they will need some time to process and deliver your order.


I hope you will understand my limited access and will cooperate in this regard.

I really wish that I would be able to help you for the same however, I do not wish to make any fake commitment with you.

If the seller would have provided any option to provide you early delivery then I would have requested for you.

However, I have done everything what I was able to do to make it easy for you.
I will share your feedback as well.


[Delay In delivery]

I will go ahead and will check the status of your order, please be assured.

I do understand the situation you are going through.

Please be assured, you will not have to face the same issue in future.
Good news is your case is already with our team and team will get back to you with a resolution.
You will get a resolution for the same by ____________.

[Emapathy]


Please be assured, your feedback will also be shared with the seller so that you will not have to face this issue again in future.


Please be assured, I will do my best to make everything easy for you.