Notes

SNEHA 2110


HELPLINE

Xpressbees: 02049116100
Blue dart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
SHADOOFAX:-+918068172518




id [email protected]







***DASHBOARD LINK****

http://172.16.201.116/ad



****ATTENDANCE LINK****
http://182.75.250.82:85/Login_Comm1.aspx


****CALL DROP FORM****
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse



****ESCALATION CALL****
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform?vc=0&c=0&w=1&flr=0



****URGENT FORM LINK *****

https://docs.google.com/forms/d/e/1FAIpQLSfwnYnRNRxZm0Wrr1_thU_8OT7YOWnO87ThNfokzzLabwXTng/viewform


FUSION LINK
https://fems.fusionbposervices.com/fems/


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***SHORT CALLS****


Issue: not connected
Action: cnb sms sent
comm: na


Issue: no query
action: na
comm: na


Issue: na
Action: na
comm: cx drop the call//cmn


Issue: na
Action: na
comm: no response from cx side// after giving 3 warnings, call drop from my end//




Issue: na
Action: na
comm: eco voice on call


Issue: na
Action: na
comm: no response from cx side// after giving 3 warnings, call drop from cx drop the call//cmn



ISSUE :-Unable to understand cx concern due to language barrier//
ACTION :- language selected //
COMM:-ask cx to share concern on [email protected] //


issue: na
action: na
comm: call pick by cx. was busy so guild for raise request again

issue: na
action: na
comm: call pick cx. relative so guild for raise request again



issue: want to know product info
action: na
comm: cx. don't have order id so guild to cx. for take order id then raise call me request again

issue: na
action:call drop by my side after 3 warring// because cx. put call on hold//
comm: na


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*****ORDER STATUS*******

Issue: cx want to know about the order status
Action: dd sms sent
communication: shared pdd, ddr// tracking details and courier partner name shared//cmn


Issue: cx want to know about the order status
Action: info share
communication: shared pdd, ddr//cmn



Issue: cx want to know about the order status
Action: info shared// dd sms sand //
communication: shared pdd, ddr//once order will be shipped, you will get the tracking details//cmn


Issue: Order stuck at one location
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr, tracking details//cmn


Issue: Order late beyond promised date
Action: complaint raised//ASAP
comm: apology done//shared the pdd, ddr, tracking details//ask to wait//cmn


Issue: Order late beyond promised date
Action: TAT share 24 to 48 hrs dispatch late
comm: apology done//shared the pdd, ddr, //ask to wait//cmn



Issue: Specific Request
Action: specific date mentioned//dd sms sent
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn


Issue: Specific Request
Action: specific date mentioned//dd sms sent
communication: shared pdd, ddr // shared will try to deliver the order asap//cmn




Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24 hours for call//cmn


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*******CANCEL REQUEST*******
Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken
comm: shared order cancelled//


Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn


Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken//refund tat shared
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn


Issue: cx wants to cancel the order //high price// cx not available// placed order by mistake// do not need the product//shipped state
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn


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********UD CASE*********
Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified
communication: apology done//rescheduled delivery//tat shared 24-48 hours for delivery re-attempt//cmn
Landmark:-
alt no:-


Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified
comm: apology done// unable to fill the FNDR// error: --//tat shared 24-48 hours for update//cmn
Landmark:-
alt no:-



**********************************************************************


************ADDRESS CHANGE************
Issue: cx wants to change the delivery address//shipped state
Action: info shared
comm: shared can not change the address//ask cx to place a new order//also guide to co-ordinate with courier boy//cmn


Issue: cx wants to change the delivery address
Action: info shared
comm: shared address changed//cmn


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**************RETURN REQUEST**************

Issue: cx want to return the product//reason:-
Action: return req raised
comm:apology done//tat shared 2-3 days for pickup// shared the courier partner name//also guide to pack the parcel in original packing//cmn


ISSUE :- Cx call to return the order//REASON :-
ACTION :- complain raised..// RPI initiated ..//
COMM :- TAT 2-3 days shared for Pickup//info shared//cx agree//
also guide to pack the parcel in original packing//cmn


Issue:Cx call to return the order
reason:-
action: Return Request raised
Comm: apology done//rpi not initiated//tat shared 24-48 hrs for update// also guide to pack the parcel in original packing//cmn


Issue: cx wants to know the complaint status(return case)
reason:-
Action: macro shared//RL filled// tat shared 2-3 days for pickup
comm: apology done//shared the complaint status//shared the courier partner name//also guide to pack the parcel in original packing//cmn


Issue: cx wants to know the complaint status(return case)//out for pickup //
reason:-

Action: info shared
comm: apology done//ask to wait till 6 pm of the day//shared the courier partner name//also guide to pack the parcel in original packing//cmn

Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//pick up boy no.:-
pick up boy name:-
comm: apology done//tat shared 72 hours for update//cx did not have pickup receipt///cmn


Issue: cx wants to return the product(manual case)
Action: macro shared
comm: Ask cx to share the product within 5 days// ask cx to fill the return form, send NEFT details, share courier receipt//cmn


Issue: cx got the empty parcel
Action: info share
comm: apology done//tat shared 7 days for update//cmn


Issue: cx got the empty parcel
Action: macro shared
comm: apology done//ask cx to share the undertaking form//tat shared 7 days for update//cmn


ISSUE: WANT PICK UP
ACTION:TAT SHARE 6 PM TODAY IS OUT FOR PICKUP
COMM: shared the courier partner name//also guide to pack the parcel in original packing//cmn

ISSUE :- Cx call to know status .. Order shipped together ..//
ACTION :- complain taken//
COMM :-ask cx to wait 24-48 hrs for refund //info shared cx agree //



ISSUE: WANT TO RETURN THE PRODUCT
ACTION: HERE STATUS SHOW AS R BUT CX. SAID PRODUCT WAS DELIVERED ON _/ _/_//
COMM: TAT SHARE 24 TO 48 HRS FOR UPDATE//INFO SHARE// CX. AGREE






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**********OFD*************

Issue: cx want to know about the delivery of the product//OFD
Action: AWB sms sent
communication: ask cx to wait till 6 pm of the day//cx agreed //cmn


Issue: cx want to know about the delivery of the product//OFD
Action: info share
communication: ask cx to wait till 6 pm of the day////cx agreed //cmn


Issue: cx want to know about the order status //UD marked//order is ofd
Action: complaint raised//address verified//
communication: apology done//ask cx to wait till 6 pm of the day//courier partner name shared //cx agreed//cmn

ISSUE :-cx call to know delivery details ..// Its UD (ODA)
ACTION :-COMPLAIN RAISE // TAT SHAE 24 TO 48 HRS//
COMM :-ask cx to coordinated with courier partner // guide for self pickup//apology done //info shared//cx agree .//



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************REFUND*************
Issue: cx want to know about the refund//refund initiated
Action: req raised//rrn sms sent//macro shared
communication: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //tat shared 24-48 hrs for update//cmn


Issue: cx want to know about the refund//refund initiated
Action: req raised//rrn sms sent/
communication: unique transaction number number shared/




Issue: cx wants to know the refund status
Action: PUC done// puc-rpr tat breached
comm: qc tat shared//refund tat and info shared//tat shared 24-48 hrs for update//ask to wait//cmn


Issue: cx wants to know the refund status
Action: PUC done// puc-rpr tat shared
comm: qc tat shared//refund tat and info shared//ask to wait//cmn


Issue: cx want to know about the refund
Action: macro shared//tat shared 24-48 hours for update
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details//cmn


**********************************************************************


**********FRAUD CALL**************

Issue: Customer reported refund fraud by app download
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn


Issue: lucky draw call received by customer
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn


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************PAYMENT ISSUE************
Issue: payment deducted,order not confirmed
Action: tat shared 72 hours
comm: apology done//tat shared 72 hours for auto reverse//cmn


Issue: payment deducted,order not confirmed//tat breached
Action: complaint raised//stage selected//escalated to refund team
comm: apology done//tat shared 24-48 hours for update//cmn

**********CANCELLED ORDER*************
Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification
comm: shared that product is out of stock//ask cx to place a new order when product will be in stock// cx agreed//cmn


Issue: cx wants to know why order cancelled
Action: info shared
comm: shared that due to Non Serviceability, order cancelled//apology done//cmn


Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason// ask cx to place a new order//cmn


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***********RTO**************
Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared
comm: shared the UD reason with cx//apology done//ask cx to place a new order//cmn


************PDWP**********
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complain taken
comm: apology done//shared the delivery status//ask to place new order // cash on delivery case


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised//mail id confirmed
comm: apology done//shared the delivery status// tat shared 24 to 48 for update// prepaid cx.//




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***************CATP************

Issue: cx wants to return the product as product is---(CATP)
Action: info shared
comm: apology done//shared product is non return-able// cmn


Issue: cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared//denial given for return
comm: info shared//cmn


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*************PRODUCT INFO**************

Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed//cmn


Issue: how to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed//cmn


ISSUE: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared
comm: info shared//tat shared 24-48 hours for update// cmn


Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed//cmn




issue; cx wants the order again
action: sales sms sent
comm: ask cx to place a new order again//cmn



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Sneha..............




























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