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Agents to mentioned on mail that 'We are sorry that it's taken us longer than expected to respond to your email due to high contact volume we're experiencing at the moment"
*Reminder briefing*
Update - Soft Copy
If any fresh case open handle case as per normal process we were following and if any case opens in which email has already been shared with customer that we are unable to download invoice and will get back to within 72 hours, no need to send any email to customer again, just park that case under WFIUs for 72 hours and mention unable to download invoice (only if invoice is not getting downloaded).
*Reminder briefing*
IMPORTANT UPDATE - Soft Copy :
If any fresh invoice email case open
where *Email* ID is *not* available...
Invoice is available/not available
We have to sent an email...along with the SMS
and if any case opens in which email & sms has already been shared with customer that we are unable to download invoice and will get back to within 72 hours, no need to send any email to customer again, just park that case under WFIUs for 72 hours and mention unable to download invoice (only if invoice is not getting downloaded).
*SMS Template*: Invoice Request: We have received an invoice request for your {product_name}. However, the seller will need 72 hours to fulfill the request due to some technical issues at the moment. A response for your query has been shared via Email and is available under ‘Your issues’ section of the Help Centre (app only): https://www.flipkart.com/helpcentre
*Reminder*
ager cx voc clear hai email vch or cx snapshot leke aya hai with email plz do not park internal. handle it as normal............if not able to understand cx voc over the email and cx come with snapshot firstly contact to senior plz after that they will confirm you.
*Urgent update*
Do not park any case related to screenshot on WFIU without your TL consent
Action will be taken against the agent, if I found any single incident in queue
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