Notes

📃📃😊*********** SAHIL SAINI*************😊📃📃

(NOTES )
issue-
action-
communication-
(CALL DROP FORM)
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform
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escalation form
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform
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(AGENT DASH BOARD )
http://172.16.201.107:8080/agent-dashboard/ob.php
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attendance link
http://ess.competentsynergies.com:85/
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issue- query about product /price
action- information shared with cx
communication- cx asked about details of product and price
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(delivery)

ISSUE = CX WANT TO KNOW ABOUT PRODUCT DELIVERY
ACTION = INFO SHARED //TRACKING DETAIL SHARED ON CALL // DDR SHARED //DISPATCH DATE SHARED
COMM = CX SAID ABOUT DELIVERY DETAIL //PROMISED DELIVERY AND DISPATCHED DATE SHARED // EXPECTED DELIVERY AND DISPATCHED DATE SHARED //CX AGREE

ISSUE = CX WANT TO KNOW ABOUT PRODUCT DELIVERY
ACTION = INFO SHARED // DISPATCH DATE SHARED // DDR SHARED //
COMM = CX SAID ABOUT DELIVERY DETAIL // PROMISED DATE SHARED // EXPECTED DATE SHARED // CX AGREE




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issue- call not connect
action- sms send
communication- N/A

issue- cx not using English & Hindi
action- N/A
communication- ask cx to raise concern on help@snapdeal .com

issue- cx didn't required callback
action- N/A
communication- cx said req, send by mistake

issue- call drop by cx
action- N/A
communication- after opening call drop by cx

issue- call drop by cx and cx not responding on call
action- N/A
communication-

issue- cx called to update or delete the account details
action- info shared
communication- cx agree

issue-
action- N/A
communication- As there is no response from cx side hence after giving warning call disconnected from this end.

issue-
action-
communication- Cx is using the abusive language so after giving warning call disconnected.
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(UD CASE)
issue- cx want to know delivery details // ud mark
action-FNDR filled // tat shared 24-48 hrs //cx agree // address confirmed
communication- cx want to know About delivery status // info shared // ask to wait //delivery rescheduled//cx agree

issue- cx ask about delivery details
action- item stuck case // apology done // complaint taken
communication- tat shared 24-48 hrs // ask to wait // cx agree




issue- cx ask about delivery details //order late beyond promised date
action- apology done // complaint taken // tat shared 24 to 48 hours for update // ddr shared // trcaking detail shared // courier partner name shared
communication- ASK TO CX we WILL TRY OUR BEST TO DELIVERED THE PRODUCT ASAP // ask to wait // cx agree

issue- cx ask about delivery details // UD mark Out of Delivery Area // shipper delay // miscellaneous
action- complaint taken // info shared // address confirmed
communication- FNDR not filled // tat shared 24-48 hrs // ask cx to coordinate with courier partner for self pickup //cx agree




issue- cx ask about delivery details //undelivered on previously
action- apology done // info shared // address confirmed
communication- Same day OFD // ask to wait end of the day // cx agree

issue- cx ask about delivery details // Same day OFD
action- apology done // info shared // courier partner name shared // courier boy name and no shared with cx



communication- Same day OFD // ask to wait end of the day // cx agree

Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done //pod not shared// ask to wait // tat shared 24-48 hours //
Communication - Information given // customer satisfied //
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(PICK UP)
issue- cx asking about order pickup
action- RL filled // tat shared 2-3 days // cx agree
communication- pickup rescheduled // ask to cx pack the product in same original brand packaging // pickup partner name shared with cx ./// cx agree

issue- cx asking about order pickup
action- info shared about pickup
communication- as it was out for pickup // ask cx to wait //ask to cx pack the product in same original brand packaging // pickup partner name shared with cx ./// cx agree
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issue- cx wants to replace the order
action- complain taken // tat shared 24-48 hrs// cx agree
communication- cx received defected product // damaged product //apology done // info shared

issue- cx wants to return the order
action- complain taken // tat shared 24-48 hrs// cx agree
communication-cx has quality issue // cx has size issue // apology done // info shared




Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - cx do not have valid resin to return or replace the product // Information given // customer satisfied //

issue- cx asked about replacement status
action- PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs
communication- ask to wait .// cx agree

issue- cx want to know about the return policy
action- information shared
communication- information shared to cx about terms and condition regarding 7 days return policy // cx agree.

issue- cx ask about the originality of the product
action- information shared
communication- told to cx delivered to you same product if you face any issue then you have easy 7 days return replacement policy // cx agree

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(empty)
issue- Empty parcel case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree

(SHIPPED CASE )
issue- item shipped together case
action- complaint taken // TAT shared 24-48 hrs
communication- Cx said he did not received the product // apologies done // cx agree

issue = cx want to know about complain
complain = info shared // apologies done // ask to wait
comm = cx want to know about complain status // cx said she did not received the product //info shared ask to cx team already investigate // ask to wait //cx agree



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(CANCEL)
issue- cx want to know why was my order cancel // Status RTO
action- given info // ask cx to place fresh order
communication- Ask to cx place new order // payment mode COD // apology done // cx agree

issue- cx want to cancel the order
action- complain taken //order cancelled // cx agree
communication-cx want to cancel the order because order placed by mistake //cx don't want this product // info shared // cx agree

issue- cx want to cancel the order
action- na
comm = cx want to cancel the order // info shared to cx that order is already cancelled // cx gree

issue- cx want to cancel his order
action- order shipped //order OFD // ask cx to refuse at door
communication- ask to cx refuse at door //refuse on call //info shared // cx agree
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(REFUND)
issue- cx asked about refund status
action- apology done // info shared
communication- tat shared 24-48 hrs // cx agree

Issue - Customer asked about refund status
Action - NEFT details not present // asked to share neft details // Mail shared // inf given //
Communication - Information given // customer satisfied //

issue- cx asked about refund status
action-INFO shared // apology done // info shared
communication-ask to cx refund is also initiate from our side //coordinate with bank // ask to cx shared bank statement on PDF form // tat shared wait 7 to 10 days // cx agree

issue- cx ask about refund
action- complaint taken// info shared
communication- cx said about refund not received //ask to cx refund already initiate from our side // Refund Tat shared to cx // cx agree
================================================================================================iFRAUD CALL -
App download case -
Issue -"𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙧𝙚𝙥𝙤𝙧𝙩𝙚𝙙 𝙍𝙚𝙛𝙪𝙣𝙙 𝙁𝙧𝙖𝙪𝙙 𝙗𝙮 𝘼𝙥𝙥 𝙙𝙤𝙬𝙣𝙡𝙤𝙖𝙙 "
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered //
Communication - Information given // customer satisfied //
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Issue - (Customer reported refund fraud issue via anydesk/remote)
Fraudsters Details - (XYZ)
Amount debited from customer's account -
{
If debited -
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Simple case - Lucky draw case -
Issue - "𝙇𝙪𝙘𝙠𝙮 𝙙𝙧𝙖𝙬 𝙘𝙖𝙡𝙡 𝙧𝙚𝙘𝙚𝙞𝙫𝙚𝙙 𝙗𝙮 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧"
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered //

Communication - Information given // customer satisfied //
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(payment )
issue- payment deducted but order not confirmed
action- apology done // complaint taken
communication- cx told payment deducted but order not confirmed // Refund Tat shared to cx // cx agree
================================================================================================Issue - Customer wants to change delivery address //
Action- Did as per customer VOC // MFG not generated // ADDRESS CHANGED
Communication - Information given // customer satisfied //

Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //MFG generate unable to changed address
Communication - Information given // customer satisfied //

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