Notes

issue:-Call didn't connect to cx//
action :- cmb msg sent
communication:-N/A


issue:-cx not using hindi/eng
action :-N/A
communication:-ask to cx pls share your concern on [email protected]

issue:- cx asked about the order status /
action :- dispatched date & DDR shared
communication:- dispatched date & DDR shared // cx agree

issue:-cx want delivery before promise date
action :- date capture //tracking , sms send , couier boy name shared
communication:- assured to cx for fast delivery // DDR shared //cx agree

issue:-order late beyond case
action :-complaint taken // tat shared asap
communication:- today is last delivery date but status not out for delivery/apology done// ask cx to wait // cx agree //

issue:-order late beyond case /dispatch date breached
action :- complaint taken // tat shared 24-48hr
communication:- tat shared 24-48 hrs for update //apology done// ask cx to wait // cx agree //

issue:-product late dispatched //
action :- complaint taken // tat shared 24*48hr
communication:- expected updated and delivery promise date shared with cx //apology done// ask cx to wait // cx agree

issue:-cx wants to know about order status//RTO case
action :- RTO marked
communication:-detail shared rto marked// ask to cx pls place new order // apology done//cx agree//
wrong remarks mention by courier team//

issue:- cx asked about delivery status //
action :- courier boy no.shared with cx//
communication:- Same day OFD //ask to cx pls wait till end of the day// cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//couirier name shared and also detail shared about that original packing is mandatory//cx agree

and detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs replacement will be process with in 4-7wd//


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 /

Issue - Customer ask about delivery details (UD_Same Day OFD)
Action - undelivered on previously // Same day OFD // apology done // Address confirmed // // ask to wait
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details (UD_OFDA)
Action - UD mark Out of Delivery Area // tat shared 24-48 hrs // ask Customer to coordinate with courier partner for self pickup //
Communication - Information given // customer satisfied

Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done// told cx to wait for 24 to 48 hrs
Communication - Information given // customer satisfied

Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //on call denial
Communication - Information given // customer satisfied /