Notes

call drops


------------------------------------------------------------------
Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
-----------------------------------------------------------------

issue: cx didn't required callbacK
action: na
com: na
id: 11135 Neeraj goyal

issue:Call didn't connect to cx
action: na
com: na
id: 11135 Neeraj goyal

issue: cx drop the call in between
action: na
com: na
id: 11135 Neeraj goyal


issue: cx want info abt order but cx drop the call in between
id: 11135 Neeraj goyal

issue: no response in between the call so call dropped after 3 warnings
action: na
com: na
id: 11135 Neeraj goyal


issue: language issue
action: na
com:email guided to cx
id: 11135 Neeraj goyal


issue:language issue
action: na
com: email guided to cx//after that cx drop the call
id: 11135 Neeraj goyal


issue: cx did not have order details
action: na
com: ask cx to check order details and then gave call back request //cx agreed
id: 11135 Neeraj goyal


issue: cx said he is busy/right person not available
action: na
com: so ask cx to gave call back request when he will free//cx agreed
id: 11135 Neeraj goyal


issue: cx want to know about the order confirmation//product details//product price///product quality
action: na
communication: details shared with cx
id: 11135 Neeraj goyal


issue: cx want to know about the coupons and promo code
communication: details shared with cx
id: 11135 Neeraj goyal


order status:
issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared//ask cx to delivery asap
delay dispatch msg sended to cx
id: 11135 Neeraj goyal

ofd case:
issue: cx want to know about the order status
action: na
communication: order is ofd //ask cx to wait till end of the day .. fe number shared.. cx agreed
cx want call back from courier agent and want order before 2pm today
cx address:
Alternate no:
id: 11135 Neeraj goyal


ud case:
issue: cx want to know about the order status //order marked undelivered
action: complaint raised /FNDR filled//rescheduled delivery//address verified with cx
communication: tat shared 24-48 hrs//cx agreed
Alternate no:
id: 11135 Neeraj goyal

return/replacement:
issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req raised
communication: tat shared 24-48 hrs //cx agreed(rpi not intiated)
id: 11135 Neeraj goyal

issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req raised
communication: tat shared 2-3 days for pick up //cx agreed(rpi intiated)
id: 11135 Neeraj goyal

issue: cx want to replace the product //as product mic cover is missing //cx want replacement
action: replacement req raised
communication: tat shared 24-48 hrs //cx agreed(rpi not intiated)
id: 11135 Neeraj goyal

issue: cx want to replace the product //as product mic cover is missing //cx want replacement
action: replacement req raised
communication: tat shared 2-3 days for pick up //cx agreed(rpi intiated)
id: 11135 Neeraj goyal

cancel :
issue: cx want to cancel the order as cx did not need it
action: req taken
communication: ask cx to refuse at the doorstep if delivery attempts as order is in shipped status
id: 11135 Neeraj goyal

issue: cx want to cancel the order as cx want other product
action: req taken
communication: info shared //order is cancel //cx get information through sms
id: 11135 Neeraj goyal

issue: cx want to know about the reason of the cancellation of his order
action: na
communication: cancelletion reason shared with cx ///req cx to place the order again //apology done///cx agreed
id: 11135 Neeraj goyal

issue: cx want to know about the reason of rto
action: na
communication:rto reason shared with cx /// req cx to place the order again //cx agreed
id: 11135 Neeraj goyal


late/stuck:
issue:order is late beyond promise date
action: complain taken
communication: tat shared 24-48hrs///cx agreed
id: 11135 Neeraj goyal

issue:order is stuck at one location
action: complain taken
communication: tat shared 24-48hrs///cx agreed
id: 11135 Neeraj goyal


issue: Callme experiment //cx asked about refund req status // puc already done//still not updated
action: rl filled /// apuc stage already selected
action: tat shared 72 hrs//cx agreed
id: 11135 Neeraj goyal




issue: Callme experiment //cx asked about refund req status // puc already done//still not updated
action: rl filled /// apuc stage already selected
action: tat shared 72 hrs//cx agreed
courier agent no: 8061915330
cx did not have courier receipt and courier agent name
id: 11135 Neeraj goyal


issue: cx ask for refund status///cx said refund not recieved
action: na
Com: info shared as per update from team///ask cx to share bank details // cx agreed
id: 11135 Neeraj goyal


issue: cx asking order failed but payment deducted
action: na
communication: tat shared 72 hrs for refund
id: 11135 Neeraj goyal


issue: cx asking order is showing delivered but not receieved
action: complaint already taken
Com: tat shared 6 days ///cx agreed
id: 11135 Neeraj goyal


issue: cx ask for refund status // refund already initiated
action: na
Com: TAT shared 7-10 working days // cx agreed
id: 11135 Neeraj goyal


issue: Callme experiment //cx want urgent delivery
action: urgent delivery req raised
Com: dispatched date & DDR shared //ask cx we will try to deliver earlier /// cx agreed
id: 11135 Neeraj goyal


issue: Callme experiment //cx asked about refund req status // puc already done
action: na
Com: complete refund process shared//ask cx to refund asap /// cx agreed
id: 11135 Neeraj goyal


issue: cx want to change the address
action: na
communication: address changed successfully as per cx voc
id: 11135 Neeraj goyal


issue : cx asking PUC not done
action:RL panel filled//puc resheduled
Com: TAT share 2-3 days // cx agreed
id: 11135 Neeraj goyal


issue : cx asking PUC not done
action:na
Com: product is out for pickup for today///ask cx to wait till end of the day // cx agreed
id: 11135 Neeraj goyal


issue: Callme experiment //cx ask for refund status // refund already initiated on 07/04/2021 /////cx said refund not

receieved
action: complain taken
Com:info shared as per mail/// ask cx to share bank statement /// tat shared 24-48hrs///cx agreed
id: 11135 Neeraj goyal


issue: cx asking he order for 3 products ///2 products are missing in order////cx requested for refund but refund is

recieved for only 1 product rs 2294 and remaining amount rs 4589 is still not recieved
action: complain taken
Com: tat shared 24-48hrs///cx agreed
id: 11135 Neeraj goyal


issue: cx asking courier agent taken rs 300 extra from customer
action: complain taken
Com: tat shared 24-48 hrs///cx agreed
id: 11135 Neeraj goyal

issue: Callme experiment //cx asking order is showing delivered but not received
action: complaint already taken
Com: tat shared 7-10 working days ///cx agreed

id-11135 Neeraj Goyal

issue : cx asking refund status//cx receieved empty parcel
action: complain already taken
com: info shared as per mail by team ///ask cx to fill under taking form and send within 7 days ///cx agreed
id-11135 Neeraj Goyal


issue: UD marked/ / order is showing out of delivery area
action: na
com: ask cx to pickup product from courier and coordinate with courier team /////cx agreed
id-11135 Neeraj Goyal





csat link: http://172.16.201.107:8080/agent-dashboard/ob.php

new csat link: http://172.16.201.116/ad/

new notes: https://notes.io/NGfk

attendence link:
http://182.75.250.82:85/Login_Comm1.aspx

call drop form link:

https://docs.google.com/forms/u/0/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formR

esponse


escalation tracker link: https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform?vc=0&c=0&w=1&flr=0



---------------------------------------------------------------------------------------------------------------------------------------------------------------------





----------------------------------------------------------

Callme experiment //cx didn't required callbacK
id-11135 Neeraj Goyal


Callme experiment //Call didn't connect to cx
id-11135 Neeraj Goyal

Callme experiment //cx drop the call in between
id-11135 Neeraj Goyal

Callme experiment //language issue///email guided to cx
id-11135 Neeraj Goyal


Callme experiment //no response in between the call so call dropped after 3 warnings
id-11135 Neeraj Goyal


Callme experiment //cx did not have order details //ask cx to check order details and then gave call back request //cx

agreed
id-11135 Neeraj Goyal


Callme experiment //cx said he is busy so ask cx to gave call back request when he will free//cx agreed


id-11135 Neeraj Goyal

Callme experiment //language issue///email guided//after that cx drop the call
id-11135 Neeraj Goyal


issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared//ask cx to delivery asap

delay dispatch msg sended to cx


issue: cx want to know about the order confirmation
action: na
communication: details shared with cx



issue: cx want to know about the product details
action: na
communication: details shared with cx



issue: cx want to know about the product price,quality and order confirmation
action: na
communication: details shared with cx


issue: cx want to know about the coupons and promo code
action: na
communication: details shared with cx



issue: cx want to cancel the order
action: req taken
cancel reason:did not need it
communication: info shared //order is cancel //cx get information through sms


issue: cx want to know about the order status //order marked undelivered






action: complaint raised /FNDR filled//rescheduled delivery//address verified with cx
communication: tat shared 24-48 hrs//cx agreed


issue: cx asking for return req status
action: complain already taken
communication: info shared as per mail///ask cx to send product images//tat shared 24-48 hrs ///cx agreed


issue: cx want to cancel the order
action:na
communication: order is already cancelled/// info shared //cx agreed

issue: cx want to return the product //as product is different //cx want refund
action: return req raised
communication: tat shared 24-48 hrs //cx agreed


issue: cx want to return the product and want refund
action: na
communication:catp case///complete product is already delivered///denied to cx for return

issue: cx want to change address
action: na
communication: address changed and informed to cx


issue: order is stuck at one loaction
action:complain taken
com:tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal

issue: Callme experiment //cx want urgent delivery
action: urgent delivery req raised
Com: dispatched date & DDR shared //ask cx we will try to deliver earlier /// cx agreed


issue: cx want to know about the order status
action: na
communication: order is ofd //ask cx to wait till end of the day .. fe number shared .. cx agreed
cx want call back from courier agent and want order before 10am today





Callme experiment //language issue///email guided//cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx did not have order details //ask cx to check order details and then gave call back request //cx

agreed
id-11135 Neeraj Goyal


Callme experiment //cx said he is busy so ask cx to gave call back request when he will free//cx agreed


id-11135 Neeraj Goyal

Callme experiment //language issue///email guided//after that cx drop the call
id-11135 Neeraj Goyal


Callme experiment //cx drop the call in between
id-11135 Neeraj Goyal


Callme experiment //cx want info abt order ///but cx drop the call in between
id-11135 Neeraj Goyal


Callme experiment //cx want to change delivery address//unable to change//info shared to cx ///cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx want info abt product price and warranty ///so details shared with cx
id-11135 Neeraj Goyal


Callme experiment //cx want info abt product promo code and coupons ///so details shared with cx
id-11135 Neeraj Goyal



Callme experiment //cx want info abt free photo frame///so complete process shared with cx///cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx asked about the order status //ask cx to wait for order verification competion /// cx agreed
id-11135 Neeraj Goyal

issue: Callme experiment //cx asked about the order status
action: na
Com: ask cx to wait for order verification completion///cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx asked about the order status // dispatched date & DDR shared //ask cx to delivery asap /// cx

agreed
id-11135 Neeraj Goyal


Callme experiment //cx asked about the order status // ask cx that order is out for delivery //ask cx to wait for courier

agent call /// cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx want urgent delivery // dispatched date & DDR shared //ask cx we will try to deliver earlier /// cx

agreed
id-11135 Neeraj Goyal


Callme experiment / UD marked/ / FNDR filled /complain taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


Callme experiment / order is late beyond promise date /complain taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


issue:order is late beyond promise date
action: complain taken
communication: tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal

issue: cx want to cancel the order
action: req taken
reason:money problem
communication: ask cx to refuse at the doorstep if delivery attempts as order is in shipped status

Callme experiment / UD marked/ / order is showing out of delivery area/ask cx to pickup product from courier and
coordinate with courier team ///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal



Callme experiment / cx asking replacement req. status//puc already done//complete replacement process shared///cx

agreed
id-11135 Neeraj Goyal


Callme experiment / cx asking refund stat
us//cx receieved empty parcel ///7 days tat over /complain already taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


Callme experiment / cx asking refund status//cx receieved empty parcel ///info shared as per mail by team ///ask cx to

fill under taking form and send within 7 days ///cx agreed
id-11135 Neeraj Goyal





Callme experiment //cx call to cancel the order // status marked shipped // cancellation request taken// ask to refuse at

doorstep if delivery// cx agreed
reason:already purchased

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status //cx said refund not provided //puc already done ///tat shared 24-48hrs //

cx agree

id-11135 Neeraj Goyal



Callme experiment //cx ask for refund status //refund tat over still refund not provided //////tat shared 24-48hrs ///// cx

agree

id-11135 Neeraj Goyal



Callme experiment //cx ask for refund status // refund already initiated // TAT shared 7-10 working days // cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status // refund already initiated // TAT shared 5 working days // cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status ////ask cx to share bank details // cx agree
id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status // puc already done//product not receieved at warehouse///ask cx to wait

and ask cx refund asap // cx agree
id-11135 Neeraj Goyal


Callme experiment //cx wants to return the order and want refund /complaint taken //tat shared 24-48hrs///cx agreed
Reason:pack of 3 product order placed but received only 2 product
id-11135 Neeraj Goyal


Callme experiment //cx asked about refund req status // puc already done//complete refund process shared//ask cx to

refund asap /// cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx asked about refund req status // puc already done//still not updated ///rl filled ///complete refund

process shared//cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx asked about refund req status // puc already done//still not updated ///rl filled /// info shared as

per mail///tat shared 24-48hrs//cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx wants to replace the order//complaint taken //tat shared 24-48hrs///cx agreed
reason:
id-11135 Neeraj Goyal


Callme experiment //cx wants to return the order and want refund//complaint taken //tat shared 24-48hrs///cx agreed
reason:receieved different product
id-11135 Neeraj Goyal


Callme experiment //cx asking order is showing delivered but not receieved /complaint taken //tat shared 6 days ///cx

agreed

id-11135 Neeraj Goyal


Callme experiment //cx asking order is showing delivered but not received /complaint already taken //6 days tat over///

tat shared 24-48hrs///cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx asking order is showing delivered but not received /complaint already taken //6 days tat over///

pod shared///cx denies pod///tat shared 7-8 working days ///cx agreed

id-11135 Neeraj Goyal





issue: cx want to know about the order status
action: na
communication: order is ofd //ask cx to wait till end of the day .. cx agreed


issue : cx asking PUC not done
action:RL panel filled//puc resheduled
Com: TAT share 2-3 days // cx agreed
id-11135 Neeraj Goyal

Callme experiment //cx asking PUC not done // RL panel filled // TAT share 2-3 days // cx agreed
id-11135 Neeraj Goyal



Callme experiment //cx informed about the fraud call and SMS regarding fake lucky draw contest // infomation shared

to cx and ask not to share any confidential details // cx agree
id-11135 Neeraj Goyal



Callme experiment //cx want to know the reason of rto // info shared to cx // request to cx to place a new order // cx

agree
id-11135 Neeraj Goyal


Callme experiment //cx want to know the reason of rto // info shared to cx // request to cx to place a new order //tat

shared 6 working days for refund initiate and 5 working days for refund cx agree
id-11135 Neeraj Goyal


Callme experiment //cx want to know the reason of cancellation // info shared to cx // request to cx to place a new order

// cx agree

id-11135 Neeraj Goyal


Callme experiment //cx want to cancel the order// cancellation request taken // cx agree
reason:size issue
id-11135 Neeraj Goyal

Callme experiment //cx call to cancel the order // status marked shipped // cancellation request taken// ask to refuse at

doorstep if delivery attempt // cx agree
reason:by mistake placed order
id-11135 Neeraj Goyal


issue: cx want to return the product //as product mic cover is missing //cx want refund
action: return req already raised
communication: tat shared 24-48 hrs //pup tat shared //qc and refund info shared

issue: cx want to replace the product //as product is damaged//cx want replacement
action: replacement req already raised
communication: tat shared 24-48 hrs //cx agreed

Callme experiment //cx call to cancel the order // order is already cancelled///informed to cx///cx agreed
id-11135 Neeraj Goyal

issue: Callme experiment //cx call to cancel the order
action: na
Com: order is already cancelled///informed to cx///cx agreed
id-11135 Neeraj Goyal


Callme experiment //cx asking he cancelled the product but refund not provided///tat shared 6 working days for refund

intiation and after 5 working days for refund///cx agreed
id-11135 Neeraj Goyal


issue: Callme experiment //cx asking he cancelled the product but refund not provided
action : na
Communication: tat shared 24-48 hrs for order cancellation and after 5 working days for refund after refund

intiation///cx agreed


Callme experiment //cx ask for replacement req status //complete replacement process shared///cx agreed

id-11135 Neeraj Goyal


Callme experiment //cx want to cancel return request///cx did not want to return his order

id-11135 Neeraj Goyal


Callme experiment //cx ask for refund status //refund is already intiated////cx said refund not provided //////tat shared 24

-48hrs // cx agree

id-11135 Neeraj Goyal

Refund complain//
Callme experiment //cx ask for refund status // refund already initiated on 21 aug //5 working days ovedr///cx said

refund not receieved ///complain taken///tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal

issue: Callme experiment //cx ask for refund status // refund already initiated on 19 mar 2021 /////cx said refund not

receieved
action: complain taken
Com: tat shared 24-48hrs///cx agreed
id-11135 Neeraj Goyal


---------------------------------------------------------------------------------------------------------------------------------------------------------------------

--

issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared

issue: cx want to know about the order status //order marked undelivered as
action: complaint raised /FNDR filled//rescheduled delivery//address verified
communication: tat shared 24-48 hrs

issue: cx want to know about the order status
action: na
communication: order is ofd //ask cx to wait till end of the day .. fe number shared .. cx agreed

issue: cx want to know about the refund
action: na
communication: refund initiated on //tat shared

issue: cx want to know about the refund//refund tat breach //refund initiated on
action: req raised
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

issue: cx want to return the product //as product is //cx want refund
action: return req raised
communication: tat shared 24-48 hrs //pup tat shared //qc and refund info shared

issue: cx want to cancel the order as cx do not
action: req taken
communication: ask cx to refuse at the doorstep if delivery attempts as order is in shipped status

issue: cx want to cancel the order as cx do not
action: req taken
communication: info shared //order is cancel //cx get information through sms

issue: cx want to cancel the order as cx do not
action: req taken
communication: cancellation in progress//tat shared 24-48 hrs //refund tat shared

issue: customer reported refund fraud by app download
action: na
communication: information shared to cx and ask not to share any confidential details // cx agree
id-11135 Neeraj Goyal


issue:lucky draw call recieved by customer
action: na
communication: information shared to cx and ask not to share any confidential details // cx agree
id-11135 Neeraj Goyal





issue: cx want to know about the reason of the cancellation of his order
action: na
communication: info shared that due to some technical issue ..order got cancel ask cx to place the order again

//apology done

issue: cx want to change the address
action: na
communication: address changed successfully as per cx voc

issue: cx want to change the address
action: na
communication: politely deny as address is not in editable stage
----------------------------------------------------------------------------------------------------------------------------------------------------------------