Notes

incident_id agent_id:

1. IN2008012222268351479 tpm.502925 : failed to understand cx issue over the email
agent failed to edit the template :

need to share : we understand that you're facing an issue with your order.

instead of : We're sorry to hear that the product 'Saregama Carvaan Marathi 6 W Bluetooth Home Theatre' is not working and you would like to replace it.

2. IN2008021137028913637 tpmflex19.496343 : correct info
3. IN2008021249285417175 tpm.524443 : failed to tag with order and did not share :
We are sorry that it’s taken us longer than expected to respond to your email due to high contact volumes we’re experiencing at the moment.

4. IN2008012221250622920 igsmt18.423503 : correct info
5. IN2008021229014446136 tpm.517990 :

agent failed to share correct sla of the refund :

need to share: We’d like to confirm that the seller has refunded Rs.44399/- to your Credit Card on August 03, 2020 and this amount should have been credited by now.

Please check the previous statement/unbilled transaction of your credit card before reaching out to the bank.

If you do not receive the refund by the time mentioned, please let us know and we’ll help you out.

Please note that you can also track the refund status of your order by visiting 'My Orders' section of your Flipkart account by clicking here: http://fkrt.it/bqWLi~NN

instead of : We’d like to confirm that the seller has refunded Rs.44399/- to your original payment source on August 02, 2020 and this amount should have been credited by now.:


6. IN2008021418176683776 tpm.524443 : did not share :

We are sorry that it’s taken us longer than expected to respond to your email due to high contact volumes we’re experiencing at the moment.

7. IN2008020648444273502 tpm.502925 : correct info
8. IN2008021046115995174 tpm.502925 : correct info
9. IN2008022243395607375 tpmflex19.496514 : correct info
10. IN2008030003208124848 tpmflex19.496514 : wrong info shared with cx

agent failed to check proper dates and cx email its within contact agent should need to help cx

11. IN2008021811278769051 tpm.517990 : agent share wrong info with the cx as per rto should need to share :

We're sorry to let you know that your order was cancelled by the seller as they can only fulfill orders for a limited quantity of this item based on stock availability with them.



12. IN2008030950416104670 tpmflex19.496514 : correct info

13. IN2008021225439671731 tpm.502921 : agent failed to check on product page as product country of origin is china

but agent failed to use correct statement with cx for complaint

Country of Origin : China
Manufactured by:
Harman Consumer INC 8500 Balboa Blvd Northridge, CA 91329, USA

do not need to use this : You can be sure that we'll take definite steps to set this right. We've spoken to the courier service provider and they're looking into this and they'll take utmost care to ensure this does not happen again.

14. IN2008030840121411363 tpmflex19.496343 : agent failed to inform cx about the product poliy

15. IN2008030534478743319 igsmt18.423503 : correct info
16. IN2008030811249387036 tpm.476457 : correct info
17. IN2008031046203913555 tpmflex19.496514 : correct info
18. IN2008031822463767699 tpmflex19.496343 : correct info
19. IN2008031213488223331 tpm.517990 : agent wrong info shared with cx as product is in essential category so on the quality basis able to create a request


20. IN2008022250144134968 tpm.476457: correct info
21. IN2008031150084734160 tpmflex19.496343 :

need to share:

You may contact the UPI customer care with the refund reference number '' to know your refund status. If they are unable to help, you may raise a dispute with the bank's grievance department and they should help you out.


22. IN2008032200050416805 tpm.502925 : agent failed to share complete info as seller already mentioned :
The design of the delivered product or parts of it may vary slightly from what is shown in the image.
should need to share :

{If the return needs to be created for non-returnable category due to exceptions- qty missing, damage etc, Consult with Team Leads and use the template for replacement/refund accordingly}

Hi Ankita,

Thanks for contacting us.

We are sorry to hear that the {product_name} you've received is not as per your expectations and you want to return it. However, this product belongs to the 'No Returns' category and hence the seller will not be able to fulfil your return request.

{Use the below statements only if this information is clearly mentioned on the product page.- return request is due to color mismatch and seller has specified that colour may vary}

We'd also like to let you know that the seller has specified on the product page that {enter the reason mentioned on the website} (Eg: the colour and print may vary from what is shown in the image, as they are sourced in mixed batches/ the product colour may slightly vary due to photographic lighting sources or your monitor settings). In future, please remember to check all product details before placing an order for a seamless shopping experience.

For more details about the seller's return policy, please refer this link {Returns policy link}

We would like to thank you for your understanding.


23. IN2007222031237266911 igsmt18.424347 : correct info
24. IN2008031855079659907 tpmflex19.496514 : correct info