Notes

1. IN2007131311293898386 tpmflex19.496514 : correct info

2. IN2007120014159423309 tpmflex19.496514: agent failed to understand cx voc as cx mentioned he want to re order

need to mention: 'We understand that you'd like to re order the product'

instead of : 'We would like to let you know that we are unable to understand your issue.'

agent failed to check the incident and order history only one product is there which was cx want to place again


3. IN2006281619311328789 tpmflex19.496514 : correct info

4. IN2007131347298608480 tpmflex19.496514 : agent failed to share info with cx as per current status

We would like to let you know that in our efforts to ensure a safe, no-contact delivery for our customers, only prepaid orders are currently being accepted.

5. IN2007022248567675665 tpmflex19.496343: correct info

6. IN2006191642563148899 tpm.528461 : agent should need to be shared otherwise information correct


Successful pick-up of the product is subject to the following conditions being met:

- Correct and complete product (with the original brand, article number, undetached MRP tag, product's original packaging, freebies and accessories)
- The product should be in unused, undamaged and original condition without any stains, scratches, tears or holes


7. IN2007092334171471169 tpm.528461: agent failed to understand

need to mentioned : We understand that you've recevied a damaged order.

instead of 'We understand that the product you received is defective.'

failed to edit the tamplate:

''You’ll receive an email and SMS with the refund details, after which the money will be credited to your Bank account/wallet within 2 business days and 6 business days, as per standard banking procedures.''

need to mention: 'You’ll receive an email and SMS with the refund details, after which the money will be credited to your Gift card section of your Flipkart wallet within 01 business day''

8. IN2006241359225132120 tpm.528461 : agent failed to share correct and proper info as cx did not have the incomplete product with him not package.

so agent should be share info according cx voc and share the policy as well.

As the seller is able to provide you refund / replacement after the complete pickup of your delivered incomplete product.

To know more about the returns policy click here: https://www.flipkart.com/pages/returnpolicy

Successful pick-up of the product is subject to the following conditions being met:

- Correct and complete product (with the original brand, article number, undetached MRP tag, product's original packaging, freebies and accessories)
- The product should be in unused, undamaged and original condition without any stains, scratches, tears or holes

9. IN2006280924476724944 tpm.518192: agent failed to take correct action

as cx voc before order delivery agent reply post delivery

agent should need to share delivery confirmation and apology to cx and share cod to prepaid conversion for in future

10. IN2007121850494611192 tpm.517990 : correct info

11. IN2007121306205971917 tpm.517990 : correct info
12. IN2006252306597138374 tpm.502921 : agnet share incorrect info as cx facing an issue with the replaced order agent should need to raise the request or ask to cx if any info required for return

13. IN2007131207336335622 tpm.502921 : wrong info shared by cx as already updated on tracking id 'Shipment not picked (ProductMismatch)' of the return and cx also mentioned w/m deny for pickup as he got different brand

agent should kept the incident wfcu for the return cancellation so we can create new one with the correct issue


14. IN2006272051016504587 tpm.502921: correct info

15. IN20071519582698073272 tpm.502921 : this one incident created by agent to tag this one 'IN2007131207336335622' where agent failed to take correct action

16. IN2006232107541378503 tpm.476457 : correct info

17. IN2006251230247663627 igsmt18.424347: correct info
18. IN2007112245075006862 igsmt18.423503 : correct info
19. IN2006241236439490996 igsmt18.423503 : correct info
20. IN2006201228054940445 tpmflex19.496514 : not able to check no details found blank incident issue
21. IN2007131723527308980 tpmflex19.496343 : correct info
22. IN2007141351349325794 tpm.528461 : agent failed to understand exact cx voc

need to : we understand that you've received a different color of your order.

instead of : 'We understand that you are facing issues with the product 'Joven Printed Men Boxer' and you want a return or replacement for the same.'

also need to deny : We'd like to let you know that the seller is unable to provide you exchange or refund of your order as your product belongs to the non-returnable category.

23. IN2007141003473471627 tpm.528461 : agent share correct info and failed to pitch survey lines as email available
24. IN2007101220356345264 tpm.528461 : agent failed to select the correct template

should need to share the template from SA : Payment successful order not confirmed/created- Refunded
also need to share from this template as per cx voc : Remove/Cancel Pending Orders : We want to assure you that the payment for this order did not go through. Since the order was not successfully placed, there isn't a need for a cancellation.

need to modify as cx voc

25. IN2007131240230084465 tpm.528452 : agent failed to tag under correct issue type

should need to tag : will emi work on debit card

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.

also need to share : We request you to firstly you can check eligibility for your Debit Card EMI.

We'd like to let you know that once you login in to Flipkart website/App/mobile site app you can see this offer on your homepage.

If you can not seeing the offer then you need to contact bank to get the Pre-approved EMI for debit cards and you can send an SMS 'DCEMI' to 57575 to check eligibility and they will receive an SMS immediately with an update.

If you are eligible you will receive the following SMS: Congratulations, you are eligible to avail EMI on your Debit Card for shopping on Flipkart.

If you are not eligible you will receive the following SMS: You can contact to your respective Bank so they can help you out.


26. IN2007140746571020283 tpm.528452 : agent also need to share contact number change info as cx shared different number to reactivate

27. IN2007131953334593715 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.

28. IN2007021540306156796 tpm.518192 : correct info

29. IN2007051630467203197 tpm.518192: wrong action taken by agent as cx already mentioned after single use product damaged as product damaged by cx end agent should need to share policy and deny to cx about the return or replace


30. IN2007132229386876882 tpm.517990 : agent should need to tag under out of stock its a normal pre purcahse voc


31. IN2007131526403187206 tpm.502925 : correct info
32. IN2007051241283147341 igsmt18.424347 : correct info
33. IN2007101658148731239 igsmt18.424347 : correct info
34. IN2007141213278226157 igsmt18.424347 : agent failed to share correct tamplate as per cx voc and as per product page as cx voc about the sale and there is sale for 'POCO M2 Pro' which is coming soon

agent should need to share : flash sale template

35. IN2007101658148731239 igsmt18.423503 : correct info