Notes

call drops


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Callme experiment //cx didn't required callbacK
id-11135 Neeraj Goyal


Callme experiment //Call didn't connect to cx
id-11135 Neeraj Goyal


Callme experiment //language issue///email guided to cx
id-11135 Neeraj Goyal


Callme experiment //no response in between the call so call dropped after 3 warnings
id-11135 Neeraj Goyal


Callme experiment //cx did not have order details //ask cx to check order details and then gave call back request //cx

agreed
id-11135 Neeraj Goyal


Callme experiment //cx said he is busy so ask cx to gave call back request when he will free//cx agreed


id-11135 Neeraj Goyal

Callme experiment //language issue///email guided//after that cx drop the call
id-11135 Neeraj Goyal


issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared//ask cx to delivery asap

delay dispatch msg sended to cx


issue: cx want to know about the order confirmation
action: na
communication: details shared with cx



issue: cx want to know about the product details
action: na
communication: details shared with cx



issue: cx want to know about the product price,quality and order confirmation
action: na
communication: details shared with cx


issue: cx want to know about the coupons and promo code
action: na
communication: details shared with cx



issue: cx want to cancel the order
action: req taken
cancel reason:did not need it
communication: info shared //order is cancel //cx get information through sms


issue: cx want to know about the order status //order marked undelivered
action: complaint raised /FNDR filled//rescheduled delivery//address verified with cx
communication: tat shared 24-48 hrs//cx agreed



issue: cx asking for return req status
action: complain already taken
communication: info shared as per mail///ask cx to send product images//tat shared 24-48 hrs ///cx agreed


issue: cx want to cancel the order
action:na
communication: order is already cancelled/// info shared //cx agreed

issue: cx want to return the product //as product is different //cx want refund
action: return req raised
communication: tat shared 24-48 hrs //cx agreed


issue: cx want to return the product and want refund
action: na
communication:catp case///complete product is already delivered///denied to cx for return

issue: cx want to change address
action: na
communication: address changed and informed to cx


issue: order is stuck at one loaction
action:complain taken
com:tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal

issue: Callme experiment //cx want urgent delivery
action: urgent delivery req raised
Com: dispatched date & DDR shared //ask cx we will try to deliver earlier /// cx agreed


Callme experiment //language issue///email guided//cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx did not have order details //ask cx to check order details and then gave call back request //cx

agreed
id-11135 Neeraj Goyal


Callme experiment //cx said he is busy so ask cx to gave call back request when he will free//cx agreed


id-11135 Neeraj Goyal

Callme experiment //language issue///email guided//after that cx drop the call
id-11135 Neeraj Goyal


Callme experiment //cx drop the call in between
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Callme experiment //cx want info abt order ///but cx drop the call in between
id-11135 Neeraj Goyal


Callme experiment //cx want to change delivery address//unable to change//info shared to cx ///cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx want info abt product price and warranty ///so details shared with cx
id-11135 Neeraj Goyal


Callme experiment //cx want info abt product promo code and coupons ///so details shared with cx
id-11135 Neeraj Goyal



Callme experiment //cx want info abt free photo frame///so complete process shared with cx///cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx asked about the order status //ask cx to wait for order verification competion /// cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx asked about the order status // dispatched date & DDR shared //ask cx to delivery asap /// cx

agreed
id-11135 Neeraj Goyal


Callme experiment //cx asked about the order status // ask cx that order is out for delivery //ask cx to wait for courier

agent call /// cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx want urgent delivery // dispatched date & DDR shared //ask cx we will try to deliver earlier /// cx agreed
id-11135 Neeraj Goyal


Callme experiment / UD marked/ / FNDR filled /complain taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


Callme experiment / order is late beyond promise date /complain taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


issue:order is late beyond promise date
action: complain taken
communication: tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal

issue: cx want to cancel the order
action: req taken
reason:money problem
communication: ask cx to refuse at the doorstep if delivery attempts as order is in shipped status

Callme experiment / UD marked/ / order is showing out of delivery area/ask cx to pickup product from courier and

coordinate with courier team ///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal



Callme experiment / cx asking replacement req. status//puc already done//complete replacement process shared///cx

agreed
id-11135 Neeraj Goyal


Callme experiment / cx asking refund stat
us//cx receieved empty parcel ///7 days tat over /complain already taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


Callme experiment / cx asking refund status//cx receieved empty parcel ///info shared as per mail by team ///ask cx to

fill under taking form and send within 7 days ///cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx call to cancel the order // status marked shipped // cancellation request taken// ask to refuse at

doorstep if delivery// cx agreed
reason:already purchased

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status //cx said refund not provided //puc already done ///tat shared 24-48hrs //

cx agree

id-11135 Neeraj Goyal



Callme experiment //cx ask for refund status //refund tat over still refund not provided //////tat shared 24-48hrs ///// cx

agree

id-11135 Neeraj Goyal



Callme experiment //cx ask for refund status // refund already initiated // TAT shared 7-10 working days // cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status // refund already initiated // TAT shared 5 working days // cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status ////ask cx to share bank details // cx agree
id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status // puc already done//product not receieved at warehouse///ask cx to wait

and ask cx refund asap // cx agree
id-11135 Neeraj Goyal


Callme experiment //cx wants to return the order and want refund /complaint taken //tat shared 24-48hrs///cx agreed
Reason:pack of 3 product order placed but received only 2 product
id-11135 Neeraj Goyal


Callme experiment //cx asked about refund req status // puc already done//complete refund process shared//ask cx to

refund asap /// cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx asked about refund req status // puc already done//still not updated ///rl filled ///complete refund

process shared//cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx asked about refund req status // puc already done//still not updated ///rl filled /// info shared as

per mail///tat shared 24-48hrs//cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx wants to replace the order//complaint taken //tat shared 24-48hrs///cx agreed
reason:
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Callme experiment //cx wants to return the order and want refund//complaint taken //tat shared 24-48hrs///cx agreed
reason:receieved different product
id-11135 Neeraj Goyal


Callme experiment //cx asking order is showing delivered but not receieved /complaint taken //tat shared 6 days ///cx

agreed

id-11135 Neeraj Goyal


Callme experiment //cx asking order is showing delivered but not received /complaint already taken //6 days tat over///

tat shared 24-48hrs///cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx asking order is showing delivered but not received /complaint already taken //6 days tat over///

pod shared///cx denies pod///tat shared 7-8 working days ///cx agreed

id-11135 Neeraj Goyal


issue: cx want to know about the order status
action: na
communication: order is ofd //ask cx to wait till end of the day .. cx agreed


issue : cx asking PUC not done
action:RL panel filled//puc resheduled
Com: TAT share 2-3 days // cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx asking PUC not done // RL panel filled // TAT share 2-3 days // cx agreed
id-11135 Neeraj Goyal



Callme experiment //cx informed about the fraud call and SMS regarding fake lucky draw contest // infomation shared

to cx and ask not to share any confidential details // cx agree
id-11135 Neeraj Goyal


Callme experiment //cx want to know the reason of rto // info shared to cx // request to cx to place a new order // cx

agree
id-11135 Neeraj Goyal


Callme experiment //cx want to know the reason of rto // info shared to cx // request to cx to place a new order //tat

shared 6 working days for refund initiate and 5 working days for refund cx agree
id-11135 Neeraj Goyal


Callme experiment //cx want to know the reason of cancellation // info shared to cx // request to cx to place a new order

// cx agree

id-11135 Neeraj Goyal


Callme experiment //cx want to cancel the order// cancellation request taken // cx agree
reason:size issue
id-11135 Neeraj Goyal

Callme experiment //cx call to cancel the order // status marked shipped // cancellation request taken// ask to refuse at

doorstep if delivery attempt // cx agree
reason:by mistake placed order
id-11135 Neeraj Goyal


issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req already raised
communication: tat shared 24-48 hrs //pup tat shared //qc and refund info shared

Callme experiment //cx call to cancel the order // order is already cancelled///informed to cx///cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx asking he cancelled the product but refund not provided///tat shared 6 working days for refund

intiation and after 5 working days for refund///cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx ask for replacement req status //complete replacement process shared///cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx want to cancel return request///cx did not want to return his order

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status //refund is already intiated////cx said refund not provided //////tat shared 24

-48hrs // cx agree

id-11135 Neeraj Goyal

Refund complain//
Callme experiment //cx ask for refund status // refund already initiated on 21 aug //5 working days ovedr///cx said

refund not receieved ///complain taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


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

new notes: https://notes.io/NGfk

call drop link:https://docs.google.com/forms/d/1a9jG1v_DjUmTaf1y07g_r5k-497Dom2uJ0vGM5x3D9k/viewform?

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