Notes

CHANPREET

Call not connected
ISSUE- call not connected
ACTION- SMS send
COMM- N/A

Call not connected
Issue:- voice not coming
Action:- call disconnected after three warnings
Comm:- N/A

Call drop
Issue:- call dropped by cx
Action:- sms not send
Comm:- NA

issue- cx place request by mistake
action- n/a
comm- n/a

issue- cx don't required call back
action- n/a
comm- n/a

Language issue
Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- guide them to reach [email protected]


PRODUCT DETAILS -
Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared
Communication - Information given // customer satisfied //
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ADDRESS NOT CHANGE
Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //
Communication - Information given // customer satisfied //
ADDRESS CHANGE
Issue - Customer wants to change delivery address //
Action- Address change successfully // info shared
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- Cx want to know delivery details
action- DDR Shared// vendor info shared
comm- info shared// cx agree
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Specific Delivery Request
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 //

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LATE
Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //
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Undelivered (UD)
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 //
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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 //
_________________________________________________________________________________________________________
Out Of Delivery Area

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 //
_________________________________________________________________________________________________________
Wrong place
Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done // ask to wait // tat shared 6 DAYS //
Communication - Information given // customer satisfied //

POD Deniel

Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done // POD Deniel// ask cx to wait 7-10 business days
Communication - Information given // customer satisfied //

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Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
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Issue - Customer ask about delivery details (OFD)
Action - Courier boy number shared // Tat shared till end of day // courier partner shared //
Communication - Information given // customer satisfied //

Out for delivery(number not available)
Issue:- cx wants to know delivery details
Action:- courier details shared // sms not send as courier boy number not available
Comm:- tat shared till evening // cx agree
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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 // keep in original packing// pickup partner shared
Communication - Information given // customer satisfied //
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Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 72 hrs // FE no./ name/ receipt - / name not provided// receipt not provided
Communication - Information given // customer satisfied //
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Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait // keep in original packing // pickup partner shared
Communication - Information given // customer satisfied //
___________________________________________________________________________________________________________________________________
CANCELLATIONS -

RTO
( IN STOCK)
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order // apology done //
Communication - Information given // customer satisfied //
(OUT OF STOCK)
Issue - why was my order cancel or Reason For RTO
Action - given info // not ask Customer to place fresh order as order is out of stock // cx mail id put in the notify me section // apology done
Communication - Information given // customer satisfied //
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Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //
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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 as RPI not initiated//
Communication - Information given // customer satisfied //

Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 2-3 days// keep in original packing// pickup partner shared
Communication - Information given // customer satisfied //

CX PLACE RETURN REQUEST

ISSUE- cx already return request// cx ask about pickup
ACTION- info shared// tat shared 2-3 days// keep in original packing// pickup partner shared
comm- info shared// cx agree

MANUALLY RETURN

ISSUE- cx ask about pickup// assigned manually
action - mail shared // original packing//
comm- info shared
_________________________________________________________________________________________________________
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 replace the order (Issue - )
Action - complaint taken // tat shared 2-3 days// keep in original packing// pickup partner shared
Communication - Information given // customer satisfied //
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Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP // softly denied to cx
Communication - Information given // customer satisfied //
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Issue - empty parcel case
Action- complaint taken // tat shared 7 days//
Communication - Information given // customer satisfied /
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Issue - item shipped together case
Action- complaint taken // tat shared 24-48 hrs //
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 //
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NEFT
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 //
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Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected // tat shared 5 /7-10 BS days //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
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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 //

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 //

issue- cx reported refund fraud via anydesk/remote
fraudster details-
amount debited- yes or no
if debited - amount