Notes

Nimanshu Wadhwa

ISSUE:- cx as about order status
action - na
COMM:-info shared that order is on time/ddr shared with cx/ cx agreed

ISSUE:- cx as about order status
action - sms link sent
COMM:-info shared that order is on time/ddr shared with cx/ cx agreed

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is late/ask cx to wait asap for latest update regarding order/cx agreed

ISSUE:-cx ask about order status
ACTION:-complaint taken//courier boy no. shared
COMM:-info shared that today OFD/ask cx to wait till 6 pm //cx agreed

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

ISSUE :Refund not received
ACTION :Asked to coordinate with bank // UTR shared
Communication :Cx did not received refund // refund already initiated // so asked to check with bank // req. to share bank statement in case refund not reflected in given time // cx agreed

ISSUE:- cx want to return the order
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours for update

ISSUE:- cx want to return the order
ACTION:-complaint taken//ask the cx to give parcel to courier boy in original packaging //courier partner name shared
COMM:-ask cx to wait 2-3 days for pickup//cx agreed

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

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised//ask the cx to give parcel to courier boy in original packaging //courier partner name shared
COMM:- info shared today OFP/ask cx to wait till EOD/ cx agreed

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised/RL panel filled//ask the cx to give parcel to courier boy in original packaging //courier partner name shared //after pickup refund will initiate within 24-48 hours and will reflect within 2 hours
COMM:- ask cx that pickup rescheduled/ask cx to wait 2-3 days/ cx agreed

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised/RL panel filled//ask the cx to give parcel to courier boy in original packaging //courier partner name shared //after pickup replacement will get within 4-7 working days
COMM:- ask cx that pickup rescheduled/ask cx to wait 2-3 days/ cx agreed

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 24-48 hours for sharing POD

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

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same/macro send
COMM:- ask cx to wait 7 days for investigation/ ask cx to fill declaration form

ISSUE:- cx want to cancel the order
ACTION:-complaint 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

ISSUE:- cx want to cancel the order
ACTION:-complaint taken for the same
COMM:-info shared that order is cancelled

ISSUE:-cx ask about refund
ACTION:- complaint raised
COMM:- info shared that refund already initiate from our end/ask cx to wait 5 working days

ISSUE:-cx ask about refund
ACTION:- complaint raised
COMM:- info shared that refund already initiate from our end/ask cx to wait 7-10 working days

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

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

ISSUE : CX WANT URGENT DELIVERY
ACTION : REQUEST TAKEN ON SPECIFIC DELIVERY
COMMUNICATION : CX WANT URGENT DELIVERY REQUEST TAKEN ASSURED WILL TRY OUR BEST TO DELIVERED ON SPECIFIED DATE

ISSUE :- CX WANT TO KNOW ABOUT THE PRODUCT DELIVERY
ACTION :-UD MARKED FNDR FILLED
COMMUNICATION :- APOLOGY DONE ASK TO WAIT ASSURED WILL TRY OUR BEST TO DELIVER PRODUCT ACCORDING TO YOUR PREFERRED DATE AND TIME

ISSUE :- CUSTOMER WANT TO KNOW ABOUT REFUND STATUS
ACTION : MACRO SENT
COMMUNICATION : ASK TO SHARE NEFT DETAILS TAT SHARED CUSTOMER AGREED

ISSUE : CX NEED ASSISTANCE TO PLACE ORDER
ACTION : INFO SHARED ASSISTANCE GIVEN
COMMUNICATION : CX NEED ASSISTANCE TO PLACE ORDER INFO SHARED ASSURED FOR TIMELY DELIVERY

ISSUE : CUSTOMER RECEIVED A FRAUD CALL
ACTION : DETAILS CAPTURED
COMMUNICATION : ASK TO NOT TO SHARE PERSONAL AND ACCOUNT DETAILS CUSTOMER AGREED

ISSUE : CUSTOMER WANT TO KNOW ABOUT PRODUCT DELIVERY STATUS
ACTION : STATUS IS RTO
COMMUNICATION : INFO GIVEN THAT PRODUCT IS RETURNED TO SELLER ASK TO PLACE NEW ORDER CUSTOMER AGREED

ISSUE :- CX ORDER HAS BEEN PICKED UP BUT NO UPDATE YET
ACTION :- ORDER PICKED UP NOT MARKED NOW MARKED RL PANEL UPDATED
COMM :- TAT SHARED 72 HOURS FOR UPDATE//CX AGREED

ISSUE- REFUND NOT RECEIVED AS PAYMENT DEDUCTED
ACTION TAKEN-COMPLAINT TAKEN ASKED TO WAIT FOR AUTO REVERSAL 72 HOURS
COMMUNICATION- CX WANT TO KNOW THE PAYMENT STATUS ASK TO WAIT FOR AUTO REVERSAL CX AGREED