Notes

New notes-

Issue - Call didn't connect to Customer SMS send //
Action - N/A
Communication - N/A

Issue - Customer didn't required callback //
Action - N/A
Communication - shared information like this only can raise call back in case of any query to be asked in future //

Issue - customer drop call //
Action - N/A
Communication - in between resoltion call dropped by customer end //

Issue - customer didn't responded on call //
Action - N/A
Communication - warnings given 3 times // call disconnected //

Issue - customer not using Hindi /English //
Action - N/A
Communication - asked to drop e-mail for help // apology done //

----------------------------------------------------------------------------------

PRODUCT DETAILS -
Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared



Communication - Information given // customer satisfied //
_____________________________________________________________________________________

Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //



Communication - Information given // customer satisfied //
_____________________________________________________________________________________

Issue - Customer wants to change delivery address //
Action- Did as per customer VOC // MFG not generated //
Communication - Information given // customer satisfied //
___________________________________________________________________________________________________________________________

DELIVERY DETAILS-
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //






______________________________________________________________________________________________

Issue - Customer ask about delivery details
Action - Customer wants delivery before Promise date // assured to customer for fast delivery // ddr shared // Specific Delivery Request raised //
Communication - Information given // customer satisfied //






_________________________________________________________________________________________________________

Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //



_________________________________________________________________________________________________________

Issue - Customer ask about delivery details (UD)
Action - UD mark // FNDR filled // apology done // address verified // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //



_________________________________________________________________________________________________________




Issue - Customer ask about delivery details (UD_Same Day OFD)
Action - undelivered on previously // Same day OFD // apology done // FNDR not FILLED // // ask to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________



Issue - Customer ask about delivery details (UD_OFDA)



Action - UD mark Out of Delivery Area // FNDR not filled // tat shared 24-48 hrs // ask Customer to coordinate with courier partner for self pickup //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________

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 //
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (OFD)
Action - Courier partner number shared // Tat shared till end of day // courier partner shared //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (delay dispatch)
Action - Order not dispatched // tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
__________________________________________________________________________________________________________________________________

PICKUP -
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 2-3 days //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
replacement status
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //
___________________________________________________________________________________________________________________________________
CANCELLATIONS -
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order //
Action - asked to place fresh order // apology done //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order (Shipped)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
__________________________________________________________________________________________________________________________________
RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer wants to Replace the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - empty parcel case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied /
_________________________________________________________________________________________________________
Issue - item shipped together case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied //
____________________________________________________________________________________________________________________________________

REFUND -
Issue - Customer asked about refund status
Action - INf given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
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 - Customer asked about refund status
Action- refund initiated from our end but not reflected // tat shared 5 /7-10 BS days // Asked to share bank account statements // Mail shared //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issues - customer wanted to know about the return policy
Action- inf shared to customer about terms and conditions regarding 7 days return policy //
Communication - Information given // customer satisfied //
_______________________________________________________________________________________________________________________________

FRAUD 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 // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //
__________________________________________________________________________________________________________
Issue - (Customer reported refund fraud issue via anydesk/remote)
Fraudsters Details - (XYZ)
Amount debited from customer's account -
{
If debited -
_______________________________________________________________________________________________________________

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 //
_________________________________________________________________________________________________________
































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