Notes

📃📃😊*********** SAHIL SAINI*************😊📃📃
(NOTES )
issue-
action-
communication-

===========================================================================================

ESCLATION LINK
-------------
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform

CALL DROP FORM
-------------
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform

ATTENDENCE LINK
----------------
192.168.1.111

URGENT TRACKER LINK
--------------------
https://docs.google.com/forms/d/e/1FAIpQLSfwnYnRNRxZm0Wrr1_thU_8OT7YOWnO87ThNfokzzLabwXTng/viewform

===========================================================================================
PRODUCT AND OFFER INFO
--------------------

issue- cx want to know product availability and serviceability
action- SMS send
communication- info shared to cx about product size // product PDP shared // product availability and serviceability shared // cx agree

issue- query about product price
action- information shared with cx
communication- info shared to cx about product price // product PDP // cx agree

issue- cx asked about Snapcash
action-info shared
communication- guide to cx how to used Snapcash // info shared // cx agree

issue- cx want to know about the return policy
action- information shared
communication- information shared to cx about terms and condition regarding 7 days return and replacement policy // cx agree.

issue- cx ask about the originality of the product
action- information shared
communication- told to cx delivered to you same product if you face any issue then you have easy 7 days return replacement policy // cx agree

===========================================================================================
ORDER DELIVERY
---------------

ISSUE = cx ask about delivery details
ACTION = info shared // SMS send
COMM = promised and expected date shared // tracking shared on call // DDR shared //dispatched date shared //courier partner name shared // cx agree


ISSUE = cx ask about delivery details
ACTION = info shared // SMS send
COMM = promised and expected date shared// DDR shared //dispatched date shared //courier partner name shared // cx agree

issue- cx ask about delivery details // order late beyond promised date
action- apology done // complaint taken /// tracking detail shared // courier partner name shared
communication- ASK TO CX we WILL TRY OUR BEST TO DELIVERED THE PRODUCT ASAP // ask to wait // cx agree

issue- cx ask about delivery details // order not dispatched
action- apology done // complaint taken // TAT shared 24 to 48 hour update // courier partner name shared
communication- ASK TO CX we WILL TRY OUR BEST TO DELIVERED THE PRODUCT ASAP // ask to wait // cx agree

issue- cx ask about delivery details
action- item stuck case // apology done // complaint taken
communication- tat shared 24-48 hrs // ask to wait // cx agree

ISSUE = CX WANT URGENT DELIVERY ON
ACTION = INFO SHARED // DISPATCH DATE SHARED // DDR SHARED // REQ TAKEN
COMM = CX SAID ABOUT DELIVERY DETAIL // PROMISED DATE SHARED // EXPECTED DATE SHARED // CX AGREE
===========================================================================================
(UD CASE )
----------
issue- cx ask about delivery details // Same day OFD
action- apology done // info shared // courier partner name shared // courier boy name and no shared with cx
communication- Same day OFD // ask to wait end of the day 6pm // cx agree

issue- cx want to know delivery details // ud mark
action-FNDR filled // tat shared 24-48 hrs //cx agree // address confirmed
communication- cx want to know About delivery status // info shared // ask to wait //delivery rescheduled//cx agree

issue- cx ask about delivery details // undelivered on previously
action- apology done // info shared // address confirmed
communication- Same day OFD // ask to wait end of the day 6pm // cx agree

issue- cx ask about delivery details // UD mark Out of Delivery Area // shipper delay // miscellaneous
action- complaint taken // info shared // address confirmed
communication- FNDR not filled // tat shared 24-48 hrs // ask cx to coordinate with courier partner for self pickup //cx agree

===========================================================================================
(CANCEL)

issue- cx want to know why was my order cancel // Status RTO //
action- given info // ask cx to place fresh order
communication- Ask to cx place new order // payment mode COD // apology done // cx agree

issue- cx want to cancel the order
action- complain taken // order cancelled
communication-cx want to cancel the order because order placed by mistake //cx don't want this product //price issue // info shared // cx agree

issue- cx want to cancel the order
action- complain taken // cancellation in progress // tat shared 24 to 48 hours cancellation
communication-cx want to cancel the order because order placed by mistake //cx don't want this product //price issue // info shared // cx agree

issue- cx want to cancel the order
action- na
communication= cx want to cancel the order // info shared to cx that order is already cancelled // cx agree

issue- cx want to cancel his order (cx not available at location // financial issue )
action- order shipped //order OFD // ask cx to refuse at door
communication- ask to cx refuse at door //refuse on call //info shared // cx agree

===========================================================================================
(COMPLAINS )

issue- cx wants to return / replace the order
action- complain taken // tat shared 24 hours // RPI not initiated on call
communication-// apology done // info shared // ask to cx pack the product in same original brand packaging // cx agree

issue- cx wants to replace the order
action- complain taken // tat shared 24-48 hours // cx agree
communication- cx received defected product // damaged product //apology done // info shared // ask to cx pack the product in same original brand packaging // pickup partner name shared with cx ./// cx agree

issue- cx wants to return / replace the order
action- complain taken // tat shared 24-48 hrs// cx agree
communication-cx has quality issue // cx has size issue // apology done // info shared // ask to cx pack the product in same original brand packaging // pickup partner name shared with cx ./// cx agree

===========================================================================================
(PDWP)
Issue - Customer ask about delivery details (PDWP)
Action - apology done // tat shared 24-48 hours update
Communication - Customer didn't received order but status shows delivered // Information given // customer satisfied //

Issue - Customer ask about delivery details (PDWP)
Action - apology done
Communication - Customer didn't received order but status shows delivered // payment mode COD ask to cx placed new order // Information given // customer satisfied


(WRONG PRODUCT)
-----------------
issue- cx received wrong product
action- SMS send
communication- cx order but received // apologies done // ask to cx shared product image through like // and raised complain FROM your side // cx agree

(CATP CASE)
----------
Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - cx do not have valid resin to return or replace the product // Information given // customer satisfied //

Issue - Customer wants to Return/Replace the order (Issue -Non returnable product)
Action - complaint taken in CATP //
Communication - cx do not have valid resin to return or replace the product //same product delivered to cx // Information given // customer satisfied //

===========================================================================================
(SHIPPED TOGETHER CASE)
issue- item shipped together case
action- complaint taken // TAT shared 24-48 hrs
communication- Cx said he did not received the product // apologies done // cx agree

===========================================================================================
(PICK UP)
issue- cx asking about order pickup
action- RL filled // tat shared 2-3 days // cx agree
communication- pickup rescheduled // ask to cx pack the product in same original brand packaging // pickup partner name shared with cx ./// cx agree

issue- cx asking about order pickup
action- info shared about pickup
communication- as it was out for pickup // ask cx to wait //ask to cx pack the product in same original brand packaging // pickup partner name shared with cx ./// cx agree

issue- pickup already done (APUC CASE )
action-RL filled // STAGE select // TAT shared 72 hours update
communication- pickup already done but not updated on system // apologies done // ask to cx for wait // cx agree
pickup by =
pickup done =
pickup boy name =
pickup bou number =
pickup receipt or sms =

issue- pickup already done (APUC CASE )
action-RL already filled // STAGE already select // TAT breached 72 hours // TAT shared for update 24 to 48 hours
communication- pickup already done but not updated on system // apologies done // ask to cx for wait // cx agree

ISSUE :- cx asked order pickup ..
ACTION :- mail shared .//
COMM :- ask cx to pickup the product manually ...// info shared // cx agree //

issue- cx asked about replacement status
action- PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs
communication- ask to wait .// cx agree



===========================================================================================
(REFUND)

issue- cx asked about refund status
action- apology done // info shared
communication-CCA Marked // refund not initiated from our side // tat shared 24-48 hrs // cx agree

Issue - Customer asked about refund status
Action - NEFT details not present // asked to share neft details // Mail shared // inf given //
Communication - Information given // customer satisfied //

issue- cx asked about refund status
action-INFO shared // apology done // info shared
communication-ask to cx refund is also initiate from our side // ask to cx shared bank statement on PDF form // cx agree

issue- cx asked about refund status
action-INFO shared // apology done // UTR no shared
communication-ask to cx refund is also initiate from our side //coordinate with bank // cx agree

issue- cx ask about refund
action- complaint taken// info shared
communication- cx said about refund not received //ask to cx refund already initiate from our side // Refund Tat shared to cx // cx agree

REFUND TAT
----------
debit/credit card = 7 to 10 working days
UPI = 5 working days
hold tat = 5 working days
wallet = 24 hours
online refund = 2 hours
offline = 6 days

===========================================================================================
(EMPTY BOX CASE)
----------------
issue- Empty parcel case
action- complaint taken // mail shared
communication-cx received empty box //ask to cx shared UT form // apologies done // TAT shared 7 days // cx agree

issue- Empty parcel case
action- complaint taken // tat shared for update 24 to 48 hours
communication- cx received empty box // cx already shared UT form // apologies done // TAT shared 7 days / cx agree

===========================================================================================
(RPI DENIED)
----------
issue - cx wants to return the order
action- info shared // RPI denied
communication- ask to cx we reviewed your account and found some transactions that do not pass our internal checks. // we will be unable to complete your return request.// apologies done // cx agree

===========================================================================================
FRAUD CALL -
App download case -
Issue -"𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙧𝙚𝙥𝙤𝙧𝙩𝙚𝙙 𝙍𝙚𝙛𝙪𝙣𝙙 𝙁𝙧𝙖𝙪𝙙 𝙗𝙮 𝘼𝙥𝙥 𝙙𝙤𝙬𝙣𝙡𝙤𝙖𝙙 "
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered //
Communication - Information given // customer satisfied //
===========================================================================================
Issue - (Customer reported refund fraud issue via anydesk/remote)
Fraudsters Details - (XYZ)
Amount debited from customer's account -
{
If debited -
===========================================================================================
Simple case - Lucky draw case -
Issue - "𝙇𝙪𝙘𝙠𝙮 𝙙𝙧𝙖𝙬 𝙘𝙖𝙡𝙡 𝙧𝙚𝙘𝙚𝙞𝙫𝙚𝙙 𝙗𝙮 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧"
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered //

Communication - Information given // customer satisfied //

===========================================================================================
(PAYMENT DEDUCTED)
issue- payment deducted but order not confirmed
action- apology done // complaint taken
communication- cx told payment deducted but order not confirmed // Refund Tat shared 72 HOURS to cx // cx agree

issue- payment deducted multiple time
action- apology done // complaint taken
communication- cx told payment deducted multiple time // Refund Tat shared 72 HOURS to cx // cx agree

===========================================================================================
(ADDRESS CHANGED )
Issue - Customer wants to change delivery address //
Action- Did as per customer VOC // MFG not generated // ADDRESS CHANGED
Communication - Information given // customer satisfied //

Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //MFG generate unable to changed address
Communication - Information given // customer satisfied //

Issue - cx want to changed register mobile number
Action- info shared
Communication - ask to cx we are not able to changed register mobile number // if you want to changed register mobile number then create new snapdeal account // cx agree

============================================================================================