Notes

sd IB notes

(fraud call)

cx informed about the fraud call and SMS regarding fake lucky draw contest // infomation shared to cx and ask not to share any confidential details // cx shared fake call number//cx agree
cx recvd fraud call//tell cx don't share any personal details with them//cx agreed//Moreover cx share fake contact number

(ud / ofd marked )

cx wants deliverey asap// 2nd time UD marked so EOD pannel updated// info shared// fndr updated// cx satisfied
order status // info shared// cx agreed // UD case// FNDR filled ... sms send..
cx call to know about order status and cx said courier boy mention fake remarks // UD marked // FNDR filled// TAT shared//courier details send by sms/// cx agree
cx call to know about order status // UD marked // FNDR filled// TAT shared// cx agree
cx want to confirm the delivery details //assured the cx//cx agreed//FNDR filled//told the cx to wait//cx agreed
cx call to know about order status // UD marked // FNDR filled// TAT shared// cx agree
cx call to know about order status // it is OFD so ask to wait till end of the day // cx agree
cx call and told that courier boy is denying to deliver the order at given address // UD marked with fake reason // FNDR filled // TAT shared // cx agree
Cx want the delivery ASAP // FNDR filled // asked cx to wait for 24-48 hours // cx agreed.
cx call to know about order status //it is OFD so ask to wait till end of the day. cx agree.
FNDR Error: //Exception while fetching ndr questions//FE call required but number not available .........

(refund & replacement)

cx wants replacement// pickup request raised// tat shared// info shared// cx satisfied
cx wants to know about refund// neft details shared by cx // info shared// pick up done but not marked info shared// cx satisfied
cx dont want the product// payment already done// cx wants refund asap// tat shared/// cx satisfied
cx wants replacement as he got different product// info shared// cx satisfied
cx call to know the refund status // refund initiated // TAT shared // cx agree
cx call to know the refund status // refund not initiated //complaint forwarded // TAT shared // cx agree
cx call to know the refund status // refund initiated // reference number shared // cx agree
cx call to know the refund status // refund initiated but reflected in cx account //complaint taken // TAT shared // cx agree
cx called and told that he has shared the bank details // informed to cx to wait //TAT shared //cx agree
cx called to know about refund //NEFT details not present // macro send and informed to cx to provide bank details//cx agree
cx call to know the refund status // so ask to cx to wait // PUC to RPR and QC TAT shared // ask to wait // cx agree
cx call to know the refund status // refund initiated but not yet reflected // compaint raised // TAT shared // cx agree
cx wants refund but product is not eligible for refund and replacement
refund has been already initiated by FALCON mode but dont received the refund// info shared// tat shared// cx agree

(cancellation)

order marked cancelled due to COD // cx agreed// voucher send..
cx called to cancel the order // cancellation request taken // cx agree
cx want to know order status // informed to cx order cancelled // requested to place a new order // cx agree
cx call to know the reason of order cancellation // info shared to cx // request to cx to place a new order // cx agree
cx call to cancel the order // status marked shipped // cancellation request taken// ask to refuse at doorstep if delivery attempt // cx agree

(PSC)

cx call that he want urgent delivery so // assured to cx for fast delivery // DDR shared //cx agree//
cx's order has been stucked at one place for 48 hours//Info shared//cx agree
cx call to know about delivery ...item stuck at one location..info shared..cx agreed..

(return product)

Concern-Cx want to return the product due to defective and did not working product properly ..
Resolution-Given information About return policy//Apology done//told him to wait our team contact with you within 24 to 48 hrs.
cx said the product that he see in pic was big and he received is small..cx want to return it and want the refund of the product..info shared..cx agreed..
cx call that he want to return the order // complaint forwarded // TAT shared // cx agree
cx want return the product due to defect in product / info share / cx agree
cx call that he want to return the order // complaint forwarded // TAT shared // cx agree

(pickup & RL panel)

cx call to know about order pickup // RL pannel filled// TAT shared // cx agree
cx call to know about pick up status // it is OFP so ask to cx to wait till end of the day // cx agree
cx call to know about manual pickup..macro send...info shared..cx agreed.
cx ask pick up done but not mark // RL panel fill // ask to cx wait for 24 to 48 hrs // cx agree
cx came on call was asking about order pickup as it was out for pickup, but didnt pickup// apology done//RL panel filled 2-3 days tat shared

(empty parcel)

Empty parcel case // complaint taken // TAT shared // cx agree

(patial parcels)

cx said he recieved only one product & another one is missing..///but pay for two products // complaint forwarded // TAT shared // cx agree

(pdwp)

PDWP case // complaint taken // TAT shared // cx agree

(promocodes)

cx ask about the how to use promocode // information regarding terms and condition of voucher shared to cx // cx agree
cx told he did not get benefit of promocode // information regarding terms and condition of voucher shared to cx // cx agree

(return policy & additional)

cx want to know about the return policy // information shared to cx about terms and condition regarding 7 days return policy // cx agree.
cx ask about the originality of the product // told to cx that assured products will be deliver to cx from assured sellers // cx agree
cx want to know about the warranty of the product // information shared to cx as per PDP // cx agree

(cwsla)

cx call to know the status of the order // dispatched date & DDR shared // cx agree
cx call that he want urgent delivery // assured to cx for fast delivery // DDR shared //cx agree

(same issue)

cx called again for the same issue // complaint already raised // assured to cx and told to wait // cx agree

(courier details)

courier partner contact details send to cx via SMS
courier boy contact details send to cx via SMS

(rto marked)

cx wants to know deliverey asap// product is cancelled// marked RTO // info shared// EOD pannel updated//cx agree
cx want to knw abt delivery details / rto marked / ask cx to place new order /cx release the call

(additional info)

cx called // informed to cx that due to some technical glitch in system updation we are unable to access the account so requested to cx to call again after 30 minutes //cx agree
As there is no response from cx side hence after giving warning call disconnected from this end.
cx is using the abusive language so after giving warning call disconnected from this side
cx called and shared the problem but call dropped due to network issue
cx want call transfer to senior //call transferred
cx call and without responding dropped the call
cx called to take info regarding the order but failed to provide order or acocount details // told to cx to call back with order details //cx agree
cx ask about the originality of the product // told to cx that assured products will be deliver to cx from assured sellers // cx agree
cx want to know about product price // infog given//cx satisfied

(change adress)

cx wants to chnage deliverey address// told cx cant change ur adress//info shared//cx agree

(fb script)

(hindi).....apko facebook se hamari sevaon ke bare mai puchte hue survey prapt ho sakta hai , apse reqst hai kripya apne anubav ke anusar hame achaa rate karein

(eng).......you might also receive a survey from facebook asking abt ur experience with our services,would reqst u to kindly rate us good as per ur experience

(EOD panel update)

RTO
more than one UD reason
out of SLA
order cancellation
PSC



(zahed)