Notes

CSAT DASHBOARD-
a) http://172.16.201.107:8080/agent-dashboard/ob.php
b) http://172.16.201.116/ad

ISSUE- NA
ACTION-SMS SENT
COMM-CMB NOT CONNECTED
@sourav-11171

ISSUE-language barrier
ACTION-na
COMM-asked cx to share your concern at [email protected]
@sourav-11171

ISSUE-NA
ACTION-SHORT CALL //CALL DROP FROM CX END
COMM-NA
@sourav-11171

ISSUE-NA
ACTION-SHORT CALL //CALL DROP FROM THIS END AFTER WARNINGS
COMM-NA
@sourav-11171

ISSUE-no requirement of CMB
ACTION-na
COMM-cx told do not require the CMB
WITHIN SLA

ISSUE:- cx as about order status
COMM:-info shared that order is on time/DDR shared with cx/assurance given/cx agree
@sourav-11171

ISSUE:- cx as about order status
COMM:-info shared that order is on time/DDR shared with cx/sms send /assurance given/cx agree
@sourav-11171

ISSUE:-cx want urgent delivery
COMM:-info shared that order is on time/DDR shared with cx/assurance given/cx agree
@sourav-11171

ISSUE:- cx as about order status
COMM:-info shared that order is on time/DDR shared with cx/sms send /assurance given/cx agree
@sourav-11171

OUTSIDE SLA

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is late/DDR shared also ask cx to wait 24-48 hours for latest update regarding order/cx agreed
@sourav-11171

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is late/ask cx to wait 24-48 hours for latest update regarding order/cx agreed
@sourav-11171

ORDER STUCK AT ONE LOCATION

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is stuck at one location/DDR shared also ask cx to wait 24-48 hours for latest update regarding order/cx agreed
@sourav-11171

OUT FOR DELIVERY (OFD)

ISSUE:-cx ask about order status
ACTION:-SMS send with courier buy number
COMM:-info shared that today OFD/ask cx to wait till 6 PM
@sourav-11171

ISSUE:-cx ask about order status
ACTION:-na
COMM:-info shared that today OFD/ask cx to wait till 6 PM

UNDELIVERED ORDER(UD)

ISSUE:-cx ask about order status
ACTION:-complaint taken/FNDR filled//Address verified
COMM:-ask cx that order delivery is rescheduled/ask cx to wait 24-48 hours cx agreed
@sourav-11171

OUT FOR DELIVERY AFTER UNDELIVERED ORDER

ISSUE:-cx ask about order status
ACTION:-Address Verified
COMM:-info shared that today OFD/ask cx to wait till 6 PM
@sourav-11171

UNDELIVERED ORDER

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:-info shared that order is UD marked///ask cx to wait 24-48 hours for update regarding order
@sourav-11171

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:-info shared that order is ODA marked//request cx for self pickup
@sourav-11171

UNDELIVERED ORDER BUT AGAIN OFD

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- Info shared that today again OFD//ask cx to wait till eod 6 pm//assurance given
@sourav-11171

CANCELLATION

ISSUE:- cx want to cancel the order due to (reason)
ACTION:-request taken for the same
COMM:-info shared that order is cancelled
@sourav-11171

ISSUE:- cx want to cancel the order (reason)
ACTION:-request taken for the same
COMM:-info shared that request taken/ask cx to wait 24-48 hours for cancellation confirmation
@sourav-11171

ISSUE:- cx want to cancel the order (reason)
ACTION:-request taken for the same
COMM:- info shared that request taken but order is already shipped, so refuse to take delivery on door steps or on call
@sourav-11171

WHY WAS MY ORDER CANCELLED

ISSUE:-cx want to know about order status or cx want to know why was my order is cancelled
ACTION:-complaint taken
COMM:- info shared that order is cancelled due to (reason)//apology done//ask cx to place new and fresh order
@sourav-11171

FAILED TRANSACTION

ISSUE:- cx said that his payment deduced but order not confirmed
ACTION:-complaint taken
COMM:-ask cx to wait 72 hours for auto reverse of payment
@sourav-11171

ISSUE:- cx said that his payment deduced but order not confirmed
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours team with update regarding this
@sourav-11171

ADDRESS CHANGED

ISSUE:-cx want to changed delivery address
COMM:- Info shared that order is changed successfully
@sourav-11171

ISSUE:-cx want to changed delivery address
COMM:- Info shared that unable to change address due to order is (----)
@sourav-11171

RETURN ORDER (RTO)

ISSUE:-cx want to know about order status or cx want to know why was my order is cancelled
ACTION:-complaint taken
COMM:- info shared that order is return back to the seller due to (reason)//apology done//ask cx to place new and fresh order
@sourav-11171

FAKE OFFER RELATED

ISSUE:- cx ask about fake offer query
ACTION:- mail sent
COMM:- info shared regarding same/ask cx that please aware from such fraud//cx agreed
@sourav-11171

PRODUCT INFO

ISSUE:- cx ask about product info
COMM: info shared with cx as per PDP page
@sourav-11171

PRICE INFO

ISSUE:- cx ask about price and offer info
COMM: info shared as per price breakup
@sourav-11171

7 DAYS RETURN POLICY
ISSUE-cx asked about return policy
ACTION-na
COMM-info shared about 7 days easy return trust pay policy

PRODUCT DELIVERED TO WRONG PLACE (PDWP)

ISSUE:-cx want to complaint that order is showing delivered but cx didn't received it
ACTION:- complaint taken for the same
COMM:- ask cx to wait 6 days for sharing POD
@sourav-11171

ISSUE:-cx want to complaint status (order is showing delivered but cx didn't received it)
ACTION:- complaint already registered for the same
COMM:- ask cx to wait 7-10 working days for re-investigation//assurance given
@sourav-11171

ISSUE:-cx want to complaint that order is showing delivered but cx didn't received it
ACTION:- complaint taken for the same
COMM:-ask cx that feedback taken for the same//apology done///meanwhile ask cx to place new and fresh order
@sourav-11171

REFUND/REPLACEMENT FOLLOW UP

ISSUE:-cx ask about refund
ACTION:- complaint raised
COMM:- info shared that refund not initiate from our end/ask cx to wait 24-48 hours //assurance given
@sourav-11171

ISSUE:-cx ask about refund
COMM:- info shared that refund already initiate from our end/ask cx to wait 5 working days//assurance given
@sourav-11171

ISSUE:-cx ask about refund/he didn't received his refund
ACTION:- complaint raised//mail sent for the same
COMM:- info shared that refund already initiated/ask cx to share bank status in PDF for for investigation/then will update/assurance given
@sourav-11171

ISSUE:- cx ask about complaint status
ACTION:- complaint already registered
COMM:- ask cx to wait 24-48 hours for update
@sourav-11171

RETUN /REPLACEMENT

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken
COMM:-ask cx to wait 2-3 days for pickup/ told cx about original packaging/puc partner name shared/told about dsqc/cx agreed
@sourav-11171

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours for update
RPI NOT INITIATED ON CALL
@sourav-11171

ONE AND MORE ITEM SHIPPED TOGETHER

ISSUE:- cx want complaint that he paid for two orders but he received only one/shipped together case
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours for update
@sourav-11171

PICKUP SCENARIOES

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised/RL panel filled/Macro Sent
COMM:- ask cx that pickup rescheduled/ask cx to wait 2-3 days/ told cx about original packaging/puc partner name shared/told about dsqc/cx agreed
@sourav-11171

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised/RL already filled/Macro Sent
COMM:- ask cx that pickup rescheduled/ask cx to wait 2-3 days/told cx about original packaging/puc partner name shared/ cx agreed
@sourav-11171

ISSUE:- cx ask about pickup status
ACTION:-mail sent for the same
COMM:- info shared that cx have to sent product manually
@sourav-11171

AWAITING PICKUP SCENARIOES (APUC)

ISSUE:- cx said pickup is already done
ACTION:-complaint raised/pickup is already done this update in RL panel
COMM:- ask to wait 72 hours team will update regarding this
@sourav-11171

ISSUE:- cx ask about complaint status
ACTION:-complaint raised/pickup is already done this already update in RL panel
COMM:- ask to wait 24-48 hours for update
@sourav-11171

EMPTY PARCEL

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same
COMM:- ask cx to wait 7 days for investigation
@sourav-11171

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same/macro send
COMM:- ask cx to fill declaration form and send us after that team will update within 7 days (for investigation)
@sourav-11171

REFUND AFTER CCA

ISSUE:-cx ask about refund
ACTION:- mail sent
COMM:- info shared that neft not present//ask cx to share neft details//after that refund will initiate in 24-48 hours
@sourav-11171

ISSUE:-cx ask about refund
COMM:- info shared that complaint is accepted //refund will initiate from our end with 24-48 hours and after initiation it will reflect with ------ time in his account.
@sourav-11171

ISSUE:-cx ask about refund/he didn't received his refund
ACTION:- complaint raised//mail sent for the same/sms sent
COMM:- info shared that refund already initiated/ask cx to share bank status in PDF for for investigation/then will update/assurance given
@sourav-11171

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 // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //
@sourav-11171

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 // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //
@sourav-11171

Issue - Warranty Card SMS Received
Action - Satisfied customer that SMS was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //
@sourav-11171