Notes

CALLDROPFORM:
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform

http://172.16.201.107:8080/agent-dashboard/ob.php

Callme experiment //Call didn't connect to cx SMS send // CMN

short call/call drop:call dropped by cx without any concern and saying anything

short call/call drop:As there is no response from cx side hence after giving warning call disconnected from this end.

incomplete query: cx query not clear//call dropped by cx

incomplete query :cx wants no info

language barrier:language barrier//ask cx to drop query on mail//cx agreee

issue: cx asking about refund
action:complaint taken
communication:as payment done through debit card so asked to wait 7-10 working days//cx agree


issue: cx asking about refund
action:complaint taken
communication:as payment done through upi so asked to wait 5 working days//cx agree


issue: cx asked about refund
action:complaint added to log a call
communication:tat shared 24 to 48 hrs//cx agree

issue: cx wants to know about delivery
action:complaint taken
communication:as ofd today first time//address confirmed//courier boy no. shared//courier partner no. name told//ask cx to wait till evening//cx agree

issue: cx wants to know about delivery//already ud mark
action:complaint taken
communication:as ofd today //address confirmed///courier partner no. name told//ask cx to wait till evening//cx agree

issue:cx wants to cancel order
action:request taken
communication:request taken cx will receive a confirmation message in few seconds//cx agree

issue:cx wants to cancel order
action:request taken
communication:request taken cx will receive a confirmation message in few seconds//cx agree


issue: cx wants to return product
action: complaint taken
communication:ask cx to wait 24 to 48 for rewart back//cx agree

issue: cx wants to return product
action:complaint added to log a call
communication: we reviewed your account and found some transactions that do not pass our internal checks//apology done///cx agree

issue: order is late
action: complaint taken
communication: ask cx to wait 24 to 48 hrs//apology done//cx agree

issue : cx wants to return the product
action: complaint added to log a call
communication: as puc today//so asked cx to wait till evening//cx agree

issue :ud mark// cx wants delivery again
action: complaint taken//fndr filled
communication:ask cx to wait 24 to 48 hrs//address confirmed in fndr//cx agree

issue:cx asked about refund
action:complaint taken
communication: ask cx to wait 24 to 48 hrs//cx agree

issue:cx asked about delivery
action:complaint taken//i m not able to fill fndr//error:Exception while fetching ndr questions
communication:ask cx to wait 24 to 48 hrs//address confirmed//cx agree

issue:cx wants to return the product
action:complaint added to log a call//rl panel filled
communication:tat shared 2 to 3 days//cx agree

issue :cx wants to return
action: complaint taken
communication: ask cx to wait 24 to 48 hrs//apology done//cx agree

issue: cx asked to return the product//manual puc
action:mail shared for manual puc//complaint added to log a call
communication:ask cx to send courier on the given address //cx agree

ISSUE- cx didn't received order but status shows delivered
ACTION- complaint taken
COMMUNICATION- apology done //pod not shared// ask to wait // tat shared- 6 days for POD // ask reward back of mail // //cx agree // CMN

issue: product is delivered at wrong place// 6 days tat over
action:complaint added to log a call //mail shared post pod tat
communication:ask cx to wait 7-8 working days//apology done//cx agree

ISSUE- cx ask , why was my order cancel ?
ACTION- share information
COMMUNICATION- given info // ask cx to place fresh order // cx agree //CMN

ISSUE- cx ask about delivery details
ACTION- share information
COMMUNICATION- item stuck case// tat shared 24-48 hrs // ask to wait // cx agree // CMN

issue: cx wants to return the product as different product is delivered
action: complaint taken
communication :tat shared 24 to 48 hrs//apology done//cx agree

issue: product is not delivered to cx
action:complaint taken
communication: ask cx to go for a fresh order as product available on site//the product is delivered at wrong place they have paid cash on delivery for product//apology done//cx agree

ISSUE :- CUSTOMER WANT TO KNOW ABOUT REFUND STATUS
ACTION : MACRO SENT
COMMUNICATION : ASK TO SHARE NEFT DETAILS TAT SHARED CUSTOMER AGREED

ISSUE : CX WANT URGENT DELIVERY
ACTION : REQUEST TAKEN ON SPECIFIC DELIVERY
COMMUNICATION : CX WANT URGENT DELIVERY REQUEST TAKEN ASSURED WILL TRY OUR BEST TO DELIVERED ON SPECIFIED DATE

issue:cx wants product info
action: complaint taken
communication:info conveyed as per pdp//cx agree

ISSUE : CUSTOMER WANT TO KNOW ABOUT PRODUCT DELIVERY STATUS
ACTION : STATUS IS RTO
COMMUNICATION : INFO GIVEN THAT PRODUCT IS RETURNED TO SELLER ASK TO PLACE NEW ORDER CUSTOMER AGREED

ISSUE : CX WANT TO KNOW THE PRICE BREAKUP OF THE PRODUCT
ACTION : INFO SHARED ABOUT THE PRODUCT PRICE
COMMUNICATION : CX WANT TO KNOW THE PRICE OF THE PRODUCT INFO SHARED ASK TO PLACE PREPAID ORDERS IN ORDER TO AVOID DISPATCH CHARGES CX AGREED

issue:cx wants to change address
action:address changed
comm:address changed//cx agree

issue: cx asked about product availability of the product
action:complaint taken
communication: cx mail id registered on site//for notification//cx agree

issue:puc done//but not marked
action:info captured//apuc stage selected//rl panel puc marked
comm:cx shared fe no.//courier is shared//tat shared 24 to 48 hrs//apology done//cx agree

ISSUE : CUSTOMER RECEIVED A FRAUD CALL
ACTION : DETAILS CAPTURED
COMMUNICATION : ASK TO NOT TO SHARE PERSONAL AND ACCOUNT DETAILS CUSTOMER AGREED

ISSUE: CUSTOMER WANT TO KNOW ABOUT COMPLAINT STATUS
ACTION : TAT SHARED
COMMUNICATION :- TAT SHARED ASK TO WAIT CUSTOMER AGREED

ISSUE : CX WANT TO CANCEL THE ORDER
ACTION :- I AM NOT ABLE TO CANCEL
COMMUNICATION : CX WANT TO CANCEL THE ORDER ASK TO REFUSE IF DELIVERY ATTEMPTED CX AGREED

issue:cx wants to return the product//catp case
action:info shared
comm:This item is not eligible for return/replacement as per our return policy//product is delivered same and in good condition//so refused as per policy//apology done//cx agree