Notes

1. IN2006121732012422653 : agent failed to understand cx voc

as per cx voc cx got different product but agent mentioned ''We understand that you've received a different order''

instead of 'We understand that you are facing issues with your order'.


2. IN2007121647443592149 : correct action refund issue agent assigned to team using create new incident as previous one is IMS V2 Incident IN20062213431800019631

3. IN2007071429262128718 : agent failed to share complete information

need to be shared with cx

''We'd like to let you know that since 'SuperCoins Price' is determined by the seller, the product can be purchased using only the exact number of SuperCoins mentioned on the product page. If you like, you can also choose to buy the product by paying the regular price mentioned on the product page.

To know more about 'SuperCoins Price', please refer to the terms and conditions by clicking here: https://www.flipkart.com/pages/cash-coins-offer-tnc

4. IN2006200931228019651 : agent failed to edit the email

should need to mentioned 'We're writing to let you know that we are closing this query for now since we haven't heard from you yet.'

instead of ''We're writing to let you know that we are closing this case for now since we haven't heard from you yet.''

5. IN2007080951443519233 : correct information

6. IN2007042216469034978 : wrong action taken by agent wrong assigning as clearly mentioned on the product page 'The cost of wall mount is Rs. 499 (inclusive of applicable taxes) and is carried by Technician' agent should share the information

7. IN2006211353232893177 : first time understanding correct second time agent failed to understand as cx got differnet order so agent should nee to be mentioned that 'we understand that you've received a different order'

instead of 'We understand that you have received the product 'Saadhvi Women Kurta and Palazzo Set' is not as descried.'

8. IN2006221603493852118 : correct info

9. IN2006191452418349942 : failed to edit properly email

should need to be mentioned 'We're writing in continuation to our previous email.

Since we did not hear from you hence, we are closing this query for now.

Please feel free to write to us if you need any other help.'


instead of ''We're writing to let you know that we are closing this case for now since we haven't heard from you yet.

If there's something we can do, you can choose to write back to us and we'll be happy to assist you.''



10. IN2006211301419190453 : correct info

11. IN2006261208086421580 : failed to select the correct template proper

need to be select this one template from the SA 'Payment successful order not confirmed/created- Refunded'

12. IN2006201912559993003 : failed to deny for the refund as well as cx sent the neft

13. IN2006231328589232771 : correct info

14. IN2006192223373777114 : correct info

15. IN2006172208098341504 : agent failed to understand cx voc

as per cx voc he placed order for 02 product but he got only one which was returned by his side and he got refund but he did not get the refund amount for the missing one

16. IN2007041146303480126 : agent failed to help cx as cx revert within 72 hours after cancel his previous request agent should ask to cx for id proof as per FRM team and kept him for 72 hours wfcu

17. IN2006071230001067769 : correct info

18. IN2006241348343192441 : correct info

19. IN2007121329551135517 : coorect info

20. IN2007090130510123130 : failed to understand proper

need to be mentioned that 'we understand that you're concerned about your Flipkart paylater payment option or we understand that you're unable to use your Flipkart paylater payment option'

instead of 'We understand that your Flipkart paylater account has blocked.'


21. IN2006251830300406883 : correct info

22. IN2007081350458753117 : correct info

23. IN2006261859274076893 : correct info

24. IN2006180201562947800 : correct info

25. IN2006110952215298987 : correct info