Notes

Notes ................................................................................................
Deshboard link-- 172.16.201.116/ad

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

Attendance link:
http://182.75.250.82:85/Default.aspx?fid=E9Hv42gR3KM=

ISSUE-CALL NOT CONNECTED//CALL DROPPED BY CX END
ACTION-N/A
COMM-N/A
Vansh

ISSUE-CX WANT TO KNOW ABUT PRODUCT DETAILS
ACTION-DESCRIPTION SHARED//TOLD CX ABOUT PRODUCT DETAILS
COMM-INFO SHARED//CX AGREE
Vansh

ISSUE--PDWP
ACTION--COMPLAINT RAISED // TAT SHARED 6 DAYS
COMM--CX SAID THAT STATUS SHOWED DELIVER BUT HE DID'NT RECEIVED // FELT SORRY //ASKED TO WAIT FOR POD //TAT SHARED 6 DAYS // CX AGREED

ISSUE:-- cx received an empty parcel
ACTION taken:-- apology done // complaint taken // tat shared 7 days
COMMUNICATION:-- Cx said that he received an empty parcel // informed that complained raised // asked to wait for 7 days for investigation // apology done // cx agreed

ISSUE-LATE BEYOND PROMISED DATE
ACTION-RAISED COMPLAINT// APOLOGY DONE // ASKED TO WAIT FOR 24-48 HJRS
COMM- CX ASKED ABOUT ORDER // ASSURED CX THAT WILL TRY OUR BEST TO DELIVER PRODUCT ASAP // CX AGREED

ISSUE-COURIER STUCK AT ONE PLACE
ACTION-COMPLAINT RAISED COURIER STUCK AT ONE PLACE
COMM-FELT SORRY TO CX//ASSURED CX WILL TRY OUR BEST TO DELIVER PRODUCT ASAP//CX SATISFIED

ISSUE-Want to know delivery details
ACTION-Told that product is OUT FOR DELIVERY // sms sent
COMM-cx want delivery update // asked that OFD // Please wait till 6 PM // cx satisfied

ISSUE--Cx asked about pickup
ACTION--apology done // told that out for pickup
Communication--cx want to know about pickup // OFP // asked to wait till end of the day // CX agreed


ISSUE-Refund not received
ACTION-Complaint raised // tat shared 24-48 hrs
COMM- cx asked about refund // info and tat shared // cx agreed

ISSUE : Cx want urgent delivery
ACTION : Request taken as specific delivery
COMMUNICATION : Cx want urgent delivery before promised dates // Request taken // Assured will try our best to deliver asap on cx preferred dates

ISSUE: Cx want to know delivery details//where is my order
ACTION : delivery date range shared // assurance given // sms sent
COMMUNICATION : Cx asked about delivery // assured to deliver within PDD //Tracking details shared // Customer satisfied

ISSUE :- Customer want to know about refund status
Action taken : Macro sent for NEFT details
Communication : Asked to share NEFT details // Macro shared // TAT given // Customer agreed


ISSUE : CX NEED ASSISTANCE TO PLACE ORDER
ACTION : INFO SHARED ASSISTANCE GIVEN
COMMUNICATION : CX NEED ASSISTANCE TO PLACE ORDER INFO SHARED ASSURED FOR TIMELY DELIVERY

** FRAUD**
Lucky draw call/ scam received by cx
ISSUE : CX SAID THAT SHE GOT A CALL RELATED TO FAKE OFFER
ACTION : DETAILS CAPTURED
COMMUNICATION : ASK TO NOT TO SHARE PERSONAL AND ACCOUNT DETAILS // CUSTOMER AGREED

Cx reported refund via App Download
Issue-- cx said that he got a call related to refund and frauds asked cx to download app and money deducted from cx account
action taken-- Macro shared /
communication-- cx shared fraud call info // asked to not to share any confidential details and do not download any app mentioned by them // macro shared /cx agreed


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


issue-- cx want to know about refund
action taken- requested to wait 24-48 hrs
communication-- cx want to know about refund // cx already shared bank details // info and tat shared // req. to wait // cx agreed


issue- cx want to know about return status
action taken-- courier receipt received // asked cx to wait for RPR
communication-- cx want info about refund // apology done // product sent manually // cx already shared courier receipt // asked cx to wait for RPR // tat shared // cx agreed


ISSUE :Refund not received
ACTION :Requested to wait for 7-10 b.days for refund reflection
Communication :Cx did not received refund // refund already initiated // so asked to wait // debit card reflection tat shared // cx agreed


ISSUE :Refund not received
ACTION :Asked to coordinate with bank // UTR shared
Communication :Cx did not received refund // refund already initiated // so asked to check with bank // req. to share bank statement in case refund not reflected in given time // cx agreed

ISSUE :- Cx want to know about product delivery
ACTION :-UD marked // FNDR filled // Address verified
Communication :- Cx order undelivered //Apology done // delivery rescheduled // Assured will try to deliver ASAP // tat shared 24-48 hrs // cx agreed

ISSUE :- Cx want to return the product
ACTION :- Complaint raised // tat shared 2-3 days
Communication : Cx want to return the product // apology done // relevant info and TAT shared // customer agreed

ISSUE :- Cx want to replace the product
ACTION :- Complaint raised // tat shared 2-3 days
Communication : Cx want to replace the product // apology done // relevant info and TAT shared // customer agreed

ISSUE :- Cx want to return the product
ACTION :- CATP // denial given
Communication : Cx want to return the product // apology done //CATP // deny to take complaint // relevant info shared // customer agreed

Issue : Cx want to know about pickup
ACTION :Pickup rescheduled // RL panel filled // TAT shared 2-3 days
Communication : Cx want to know about pickup // pickup not done yet // RL panel filled info shared// asked to wait // cx agreed


ISSUE :- Cx want to know about product delivery
ACTION :-UD marked // FNDR filled // address verified
Communication :- Cx want delivery details // Apology done // delivery rescheduled // Assured will try to deliver ASAP within 24-48 hrs // cx agreed

ISSUE : Cx want info about product and price
ACTION : Product related info shared // as per PDP
Communication : Cx called for product information and price // info shared as per PDP // cx agreed

ISSUE : Cx want info about product availability and serviceability
ACTION : info shared as per website
Communication : Cx want to know that product available or not // info shared as per website// cx agreed

ISSUE :-Customer want to cancel the order
ACTION :-Cancelled on customer request
Communication :- Cx want to cancel order // Cancelled from here // Cust satisfied

ISSUE : Cx want to cancel the order
ACTION :- I am not able to cancel // request taken
COMMUNICATION : Cx want to cancel the order // request taken // Informed to refuse at doorstep if delivery attempted

ISSUE :-Customer want to know reason of cancellation
ACTION :-Cancelled from snapdeal// Out of stoke
Communication :- Cx asked that why was order cancelled // cancelled from seller end // apology done // link shared for new order // Cust satisfied

ISSUE : CX HAS QUERY RELATED TO PRODUCT
ACTION : PRODUCT RELATED INFO SHARED
COMMUNICATION : CX CALLED FOR PRODUCT INFORMATION INFO SHARED CX 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 //CX AGREED

ISSUE : CX WANT TO KNOW ABOUT THE PROMO CODE
ACTION : INFO SHARED
COMMUNICATION : CX WANT TO KNOW ABOUT THE PROMO CODE // INFO SHARED THAT DEPEND ON PRODUCT VALUE // CX AGREED

ISSUE :- CX ORDER HAS BEEN PICKED UP BUT NO UPDATE YET
ACTION :- ORDER PICKED UP // RL PANEL UPDATED
COMMUNICATION :- CX WANT TO KNOW ABOUT PICKUP STATUS AND REFUND // PICKED UP FILLED // ASK TO WAIT FOR UPDATE // TAT SHARED// CX AGREED

issue- cx want to know about return/refund status
action taken-- APUC / asked cx to wait for RPR and QC // tat shared 24-48 hrs
communication-- cx want info about refund // apology done // pickup done // asked cx to wait for RPR // tat shared // cx agreed

ISSUE- REFUND NOT RECEIVED AS PAYMENT DEDUCTED
ACTION TAKEN--COMPLAINT TAKEN // ASKED TO WAIT FOR AUTO REVERSAL WITHIN 72 HRS
COMMUNICATION- CX WANT TO KNOW THE PAYMENT STATUS // ASK TO WAIT FOR AUTO REVERSAL // CX AGREED

ISSUE : CX CALL FOR PRODUCT INFORMATION
ACTION : NA
COMMUNICATION : INCOMPLETE QUERY CALL DROP LANGUAGE BARRIER

ISSUE : CX CALL FOR PRODUCT INFORMATION
ACTION : NA
COMMUNICATION : CX DO NOT HAVE THE PROPER ORDER DETAILS

ISSUE--CHANGE RETURN
ACTION--CHANGED FROM REPLACEMENT TO RETURN//ALSO SENT MACRO FOR NEFT
COMM-CX WANT TO CHANGE RETURN//CHANGED ALSO ASKED TO SHARE BANK DETAILS

Issue-- address change
Action taken-- address changed successfully
Communication-- cx want to change delivery address // changed successfully // info shared / cx agreed

Issue-- address change
Action taken-- info shared
Communication-- cx want to chnage delivery address // can't change address after MFG // suggested to cancel the order and place a new order on correct address // but cx don't want to cancel // info shared / cx agreed

ISSUE :-One product is missing- shipped together case
ACTION :-Complaint raised // tat shared 24-48 hrs
COMMUNICATION :cx received only one product // apology done // tat shared 24-48 hrs // cx agreed