Notes

http://172.16.201.107:8080/agent-dashboard/ob.php
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issue: N/A
action: na
communication: language barrier
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issue: N/A
action: na
communication: cx didn't required callback.
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issue: N/A
action: na
communication: no response from cx side - call drop by cx
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issue: N/A
action: na
communication: As there is no response from cx side hence after giving warning call disconnected from this end.
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FRAUD CALL:-
issue: cx informed about the fraud call and SMS regarding fake lucky draw contest
action: na
communication: infomation shared to cx and ask not to share any confidential details // cx agree

issue: furad through app downloaded
action: na
communication: infomation shared to cx and ask not to share any confidential details // cx agree
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PRODUCT RELATED:-
issue: cx asked about details of product and price
action: n/a
communication: information shared with cx

issue: cx want to know about the return policy
action: na
communication: information shared to cx about terms and condition regarding 7 days return policy

issue: cx ask about the originality of the product
action: na
communication: told to cx that assured products will be deliver to cx from assured sellers
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OFFER RELATED :-
issue: cx ask about the how to use promocode
action: na
communication :information regarding terms and condition of voucher shared to cx

issue: cx told he did not get benefit of promocode
action: na
communication : information regarding terms and condition of voucher shared to cx

issue: cx asked about offer details
action: na
communication :i0nformation share with cx
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(Order status / OFD / UD ) :-

issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared

issue: cx want delivery before promise date
action: req raised
communication:assured to cx for fast delivery / apology done / DDR shared // infro shared

issue: cx want to know about the order status / order is ofd
action: req raised
communication: ask cx to wait till end of the day .. fe number shared

issue: cx want to know about the order status //order marked undelivered
action: complaint raised /FNDR filled//rescheduled delivery//address verified
communication: tat shared 24-48 hrs // ask cx to wait // cx agree

issue: cx want to know about the order status //order marked undelivered (SD/MISC/ODA)
action: complaint raised //address verified
communication: tat shared 24-48 hrs // ask cx to wait // cx agree

issue:order is late beyond promise date
action: req raised
communication : tat share 24-48 hs / ask cx to wait

issue:order stuck at one location
action: req raised
communication : apology done / tat share 24-48 hs / ask cx to wait
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Return request case:-

issue: cx want to return the product
action: complaint raised
communication: infro shared // tat shared 24-48 hrs // ask cx to wait

issue: cx want to return the product // PUC not done
action: complaint raised / RL panel filled
communication: 2-3 d TAT share/ infro shared /ask cx to wait

issue: cx want to return the product
action: return req raised
communication: /cx asking about order pickup as it was out for pickup // ask cx to wait//cx agree

issue: cx want to return the product
action: complaint raised
communication: cx said PUC already done but CCA not yet updated // infro shared /PUC to RPR d TAT share /ask cx to wait

issue: cx want to return the product /APUC case
action: complaint raised
communication: cx said PUC already done but not yet updated / apology done / TAT shared / ask cx to wait
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REFUND RELATED:-
issue: cx told payment deducted but order not confirmed
action:complaint forwarded
communication : Refund Tat 72 hrs shared to cx// infro shared // ask cx to wait

issue: cx ask for refund status
action: complaint forwarded
communication :refund initiated // TAT shared

issue: cx ask for refund status / refund not initiated
action: complaint forwarded
communication :TAT shared // infro shared // ask cx to wait

issue: cx ask for refund status
action: complaint forwarded
communication :NEFT details not present / macro send and informed to cx to provide bank details / infro shared

issue: cx ask for refund status
action: complaint forwarded
communication : refund initiated but not yet reflected // told to cx to share bank statement as per mail send
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Cancellation Cases:-

issue: cx want to cancel the order
action: req taken
communication: info shared //order is cancel

issue:cx want to cancel the order
action: req taken
communication: already cancel // infro shared

issue:cx want to cancel the order//status marked shipped
action: req taken
communication: cancellation request taken// ask to refuse at doorstep if delivery attempt // cx agree

issue:cx want to know the reason of order cancellation
action: req taken
communication: info shared to cx // request to cx to place a new order
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Address change:-

issue: cx wants to change the delivery address
action: req taken
communication:so do as per cx VOC // infro shared

issue: cx wants to change the delivery address
action: req taken
communication: deny to cx as it is not in editable state // infro shared // cx agree
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issue: PDWP case
action: req taken
communication: 6 D TAT shared /apology done / infro shared ask cx to wait

issue: Empty parcel case
action: req taken
communication: 7 D TAT shared /apology done / infro shared // ask cx to wait

issue: item shipped together case
action: req taken
communication: 24-48 hrs TAT share // ask cx to wait // infro share
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Gati: 1860 123 4284
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