Notes

OTHERS..................................................................................

issue:-
action :-
communication:-

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

issue:-N/A
action :-N/A
communication:-cx didn't required callback.

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

issue:-no response from cx// call disconnected after warnings//
action :-N/A
communication:-N/A

issue:- no response from cx side//call disconnected by cx
action :-N/A
communication:-N/A

issue:-cx want to change delivery address
action :- address updated//
communication:-detail shared with cx//so do as per cx VOC //cx agree

issue:- FRAUD call
action :- macro shared
communication:-cx informed about the fraud call and SMS and letter regarding fake lucky draw contest //
infomation shared to cx and ask not to share any confidential details // cx agree

cx reported refund fraud via app download

lucky draw call/scam received by cx


ORDER STATUS...............................................................................

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

issue:-cx want delivery before promise date 11th march
action :- date capture
communication:- assured to cx for fast delivery // DDR shared //cx agree

issue:-pending for verification
action :-N/A
communication:-as to cx pls wait 24rs for ivr verification call// cx agree

issue:-order late beyond case
action :-N/A
communication:- today is last delivery date but status not out for delivery//tat shared 24-48 hrs for update //
apology done// ask cx to wait // cx agree //

issue:-order late beyond case
action :-ic changed
communication:- today is last delivery date and red flag shows//tat shared 24-48 hrs //
apology done// ask cx to wait // cx agree //

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

issue:-product late dispatched //
action :-N/A
communication:- expected and delivery promise date shared with cx//tat shared 24-48 hrs for update //apology done// ask cx to wait // cx agree

issue:- cx wants to know about delivery status
action :- UD AI// FNDR filled //address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree

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

issue:-cx wants to know about order status and refund//
action :-complaint taken
communication:-detail shared rto marked// ask to cx pls place new order // apology done//
cx wants to know about refund ask to cx pls wait 24-48hrs for update and amount will be reflect with in 5bd after initiate// cx agree

issue:-cx wants to know about order status
action :-N/A
communication:- detail shared that order stuck at one location /complaint taken//TAT shared 24-48hrs // apology done /cx agree


UD CASES...............................................

issue:- cx asked about delivery status //
action :- courier boy no.shared with cx//
communication:- Same day OFD //ask to cx pls wait till 6 pm// cx agree

issue:- PDWP case
action :- complaint taken
communication:-ask to cx pls wait 24-48 hours//apology done//cx agree

issue:- cx asked about delivery status //UD AI
action :- address confirmeD and updated//FNDR filled
communication:- TAT shared 24-48hrs//cx agree

as per dispatch history //reason was not available in web site

issue:- PDWP case
action :-compliant taken
communication:-TAT shared 6 days /apology done/cx agree


CANCELATTION................................................................................






issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status shipped//ask to cx pls refuse if delivery attempt//cx agree

issue:-cx wants to cancel product due to order placed by mistake
action :- N/A
communication:- detail shared that order already cancelled//cx agree

issue:-cx wants to cancel product due to cx not able to pickup the product
action :- complaint taken
communication:-ask to cx pls wait 24-48hrs for update about refund// detail shared that cancellation in progress//cx agree

issue:-cx wants to cancel product due to order placed by mistake
action :- complaint taken
communication:-detail shared order is cancelled// cx agree

issue:-cx wants to cancel product due to order placed by mistake
action :- complaint taken
communication:-detail shared with cx about CIP// and also detail shared about refund pls wait 24-48hrs for update//
and after successfully cancelled refund will be initiated and will be reflect with in 5 wd//cx agree

issue:-cx wants to cancel product due to size
action :- N/A
communication: detail shared that product already cancelled// cx agree

issue:-cx want to know the reason of order cancellation
action :- tagging done
communication:- info shared to cx due to some technical error// request to cx to place a new order // cx agree

issue:-cx wants to cancel product due to cx late promise date and UD AI case
action :- complaint taken// FNDR filled
communication:-ask to cx pls refuse if delivery attempt//cx agree

issue:-cx call to cancel the order due to promise date too late//
action :-complaint taken
communication:-status show shipped//ask to cx pls refuse if delivery attempt
and also tat shared after refuse by cx and cancellation mark in 6bd and refund initiate in 24-48hrs// cx agree





issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status OFD//ask to cx pls refuse if delivery attempt//cx agree


REFUND....................................................................................

issue:- cx wants to know about refund//
action :- compaint taken//tat breached// macro shared
communication:- detail shared refund already initiated but cx didn't receive//



ask to cx pls coordinate with bank and share bank account statement//



ask to cx pls wait for 24-48hrs for update after receiving bank statement//cx agree

issue:-cx wants to knw about refund
action :-N/A
communication:-detail shared that refund already initiated and will be reflect with in bd //cx agree

issue:-cx wants to know about refund//
action :-macro sent//
communication:-ask to cx pls share bank details// macro sent//
and also detail shared after bank detail shared refund initiate in 24-48hrs and reflect in 2hrs//cx agree

issue:-cx ask for refund status
action :-
communication:-

issue:-payment deducted but order not confirmed//
action :- N/A
communication:-ask to cx pls wait 72 hrs for auto reverse// cx agree

issue:-cx wants to know about refund//
action :-N/A
communication:-detail shared about cip//ask to cx pls wait 24-48hrs for update//cx agree


RETURN/REPLACEMENT..............................................................................................

issue:-cx want to return against trust pay policy
action :-complaint taken
communication:- deny to cx due to cx does not have valid reason

issue:-different product received
action :-RPI denied
communication:-detail shared with cx as per check last mail that we reviewed your account and found some transactions that do not pass our internal checks.
We are sorry that we will be unable to complete your return request





issue:-cx want to return due to cx received different bed sheet color
action :-complaint taken
communication:- TAT shared 24-48hrs for pickup confirmation//cx agree

issue:-cx want to replace the order due to cx received different bed sheet color
action :-complaint taken
communication:- TAT shared 24-48hrs for pickup confirmation//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//
and also detail shared about that original packing is mandatory//cx agree




tat shared 2-3days//and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be process//with in 4-7wd
and also detail shared about that original packing is mandatory//cx agree

and also detail shared once pick up done replacement will be initiate and will be process with in 4-7wd// cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund // and detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs refund will be process
and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about replacement// 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//
and also detail shared about that original packing is mandatory//cx agree




issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage selected



communication:- ask to cx pls wait 24-48hrs for update//cx agree

issue:-empty parcel case
action :- macro shared for UT form
communication:-detail shared with cx about UT form and tat shared 7 days after receiving UT form//cx agree

issue:-cx ask for refund status//puc done//
action :-rl panel filled//
communication:-ask to cx pls wait 24-48hrs for update//
and also detail shared that after initiate refund will be reflect with in 5 bd//cx agree

issue:-cx does not want pickup anymore
action :-rl panel filled//
communication:-ask to cx pls refuse pickup if attempt//cx agree


issue:-cx ask for refund status//puc done 8th march
action :-info shared
communication:-detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs refund will be process //cx agree

issue:-cx wants to know about puc
action :-N/A
communication:-detail shared today is out for pickup // ask to cx wait for today//
and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//






and also detail shared about that original packing is mandatory//cx agree

issue:-cx wants to know about puc
action :-N/A
communication:-detail shared today is out for pickup // ask to cx wait for today//and also detail shared about replacement// detail shared after puc done and after QC successfully replacement will be process// with in 4-7 wd
and also detail shared about that original packing is mandatory//cx agree

issue:-cx wants to know about request status// puc done



action :-rl panel already filled// APUC stage already selected
communication:- ask to cx pls wait 24-48hrs for update//cx agree
cx didn't receive courier receipt
FE no. 9414919975
pickup boy name Deepak Goswami


product info.............................................................................


issue:-cx wants to know about how to connect watch with smartphone
action :-N/A
communication:-detail shared with cx that via bluetooth//cx agree

issue:-cx told he did not get benefit of 200rs promocode
action :-N/A
communication:-information regarding terms and condition of voucher shared to cx // cx agree

issue:-cx wants to know about other products//
action :- N/A
communication:-ask to cx pls visit on snapdeal app or web site//cx agree

issue:-cx asked about details of product and price
action :-N/A
communication:-information
shared with cx about price and payment mode //cx agree

Issue – Query about an product
Action Taken – N/A
Communication –how to use the product info not avail in prdct dscptn so i reqest to cx contact with doctor or to check product manual//
info shared//cx agree/

issue:-cx want to change payment mode
action :-N/A
communication:-deny to cx politely//ask to cx pls coordinate with courier partner// cx agree


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