Notes

http://172.16.201.107:8080/agent-dashboard/ob.php
Xpressbees: 02049116100
bluedart: 18602331234
Delhivery: 1246719500
Ecom Express: 8376888888
FedEx: 1800 419 4343


(NON-CONNECT)
ISSUE - call not connected
COMM - Ticket raised
ACTION - sms could not sent
(BYMISTAKE)
ISSUE - call connected
COMM - call did not required call back
ACTION - N/A
(CALLDROPPED)
ISSUE - call connected but cx was not responding
COMM - N/A
ACTION - ticket raised

ISSUE - call connected
COMM - cx drooped the call from his end
ACTION - ticket raised
(PRODUCTDETAILS)
ISSUE - cx asked about product info
COMM - info shared // cx agreed
ACTION - req taken
(NOQUERYRELATEDSNAPDEAL)
Issue :-no query related to snapdeal
COMM - asked for further assistance // cx agreed
Action :- req taken
(CALLDROPFORM)
Issue :-call dropped while giving the resolution
communication :- N/A
Action :- call drop form filled
(LANGUAGEBARRIER)
ISSUE- Language barrier
COMM- asked cx to raise the concern on [email protected] // do whatsapp chat
ACTION- ticket raised
(WITHINSLA)
ISSUE - cx asked about delivery status
COMM - DDR shared // sms sent // info shared // cx agreed
ACTION - req taken
(SPECIFICDELIVERYREQUEST)
ISSUE - cx wants product before the DDR
COMM - DDR shared // raised urgent delivery req // date mentioned // sms sent // info shared // cx agreed
ACTION - req taken
(WITHOUTSLA)
ISSUE - cx asked about delivery status
COMM - DDR shared // order is late beyond promised date // apology done // tat shared // asked cx to wait // cx agreed
ACTION - complaint taken

ISSUE - cx asked about delivery status
COMM - Order not dispatched // apology done // tat shared 24-48 hrs // asked to wait // info shared // cx agreed
ACTION - complaint taken
(ITEMSTUCK)
ISSUE - cx asked about delivery status
COMM - DDR shared // item stuck at one location // apology done // tat shared // cx agreed
ACTION - complaint taken
(UNDELIVERED)
ISSUE - cx asked about delivery status
COMM - DDR shared // UD marked // apology done // FNDR filled // address verified // tat shared // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx asked about delivery status
COMM - DDR shared // undelivered previously but order is OFD // address verified // apology done // asked cx to wait till 6 pm // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx ask about delivery details
COMM - UD mark Out of Delivery Area // FNDR not filled // asked cx to coordinate with courier partner for self pickup // apology done // sms sent // info shared // cx agreed
ACTION - complaint taken
(OFD)
ISSUE - cx asked about delivery status
COMM - DDR shared // product is OFD // sms sent // asked cx to wait till 6 pm // info shared // cx agreed
ACTION - req taken
(PICKUP)
ISSUE -cx asked about pickup status
COMM - RL filled // tat shared 2-3 days // macro sent // address and alternate no. added in RL panel // apology done // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx asked about req status
COMM - puc done but not marked by courier partners // RL filled // APUC // apology done // tat shared // info shared // cx agreed
ACTION - complaint taken

courier boy name -
courier boy no.-
pickup receipt -
(RETURN/REPLACEMENT)
ISSUE - cx wants to return the order
COMM - apology done // tat shared 24-48 hrs for the pickup confirmation // RPI not generated // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx wants to return the order
COMM - apology done // tat shared 2-3 days // RPI generated // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx wants to replace the order
COMM - apology done // tat shared 24-48 hrs for the pickup confirmation // RPI not generated // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx wants to replace the order
COMM - apology done // tat shared 2-3 days // RPI generated // info shared // cx agreed
ACTION - complaint taken
(CANCELLATION)
ISSUE - cx wants to cancel the order as
COMM - order already shipped // asked cx to refuse if courier boy calls // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx asked why was my order cancelled
COMM - info shared // (cancellation reason) // asked cx to place a fresh order // apology done // cx agreed
ACTION - complaint taken

ISSUE - cx wants to cancel the order as
COMM - order cancelled // info shared // cx agreed
ACTION - complaint taken
(REFUND)
ISSUE - cx asked about refund status
COMM - refund initiated // tat shared // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx asked about refund status
COMM - apology done // refund initiated but not reflected // bank statement required // macro sent // tat shared // info shared // cx agreed
ACTION - complaint taken
(FRUAD)
ISSUE - (Customer reported refund fraud issue via anydesk/remote)
fraudsters details- (XYZ)
Amount debited from customer's account (Please mention if debited)- Yes
COMM - told cx not to share any kind of personal details with him // moreover complaint taken // asked cx details about the frauders // macro sent // gave assurance // cx agreed
ACTION - complaint taken
(DELIVERED)
ISSUE - cx didn't received order but status shows delivered
COMM - apology done // pod not shared // ask to wait // tat shared 6 days // info shared // cx agreed
ACTION - complaint taken

ISSUE - cx didn't received order but status shows delivered
COMM - apology done // pod denial // tat shared 7-10 Working days // info shared // asked cx to wait // cx agreed
ACTION - complaint taken

(RTO)
ISSUE - cx asked about delivery status
COMM - DDR shared // product RTOed // apology done // asked cx to place a fresh order // info shared // cx agreed
ACTION - complaint taken

MANUAL PICKUP

Baba Express ECOM Pvt Ltd.
Pl 105/2 House 2,
Akash Villa Canal Road.
B/h Mulla Dying Mill
Nr Parle Biscuit Godown
Village Bhanodara,
Sachin
Taluka Chorasi
Surat - 394230