Notes

(: (: Miss Sunshine :) :)

call drop form
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform
ESC form
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform
attendance
http://182.75.250.82:85/

feedback taken for delivery executive as they didn't contact cx
Feedback taken for pickup executive as they didn't contact cx
cx not using professional language call dropped after three warnings
feedback taken for delivery executive
Feedback taken for pickup executive
macro not shared as cx don't have mail id

With in SLA
Issue:- cx wants to know delivery details
Action:- sms send
Comm:- ddr shared // courier details shared// cx agree
Imp:- delay dispatch

With in SLA (not shipped)
Issue:- cx wants to know delivery details
Action:- ddr shared // get a tracking notification once order dispatched
Comm:- info given // cx agree

With in SLA (not dispatched)
Issue:- cx wants to know delivery details
Action:- ddr shared // order packed
Comm:- info given // cx agree // courier details shared

Outside SLA
Issue:- cx wants to know delivery details
Action:- ddr shares // apology done // complaint taken
Comm:- tat shared asap // cx agree

Outside SLA (not dispatched)
Issue:- cx wants to know delivery details
Action:- ddr shares // apology done // complaint taken get a tracking notification once order dispatched
Comm:- tat shared 24 to 48 hours // cx agree

Specific delivery request
Issue:- cx want order before promise date
Action:- ddr shared // request taken
Comm:- assurance given// capture date // cx agree.

Item stuck
Issue:- cx wants to know delivery details as item stuck at one location
Action:- ddr shares // apology done // complaint taken
Comm:- tat shared 24 to 48 hours // cx agree
sms:- delay dispatch

pending for verification
issue:- cx wants to know delivery details
action:- informed cx about order is pending for verification// tat shared 24 hours
comm:- info given // cx agree

pending for verification
issue:- cx wants to know delivery details
action:- informed cx about order is pending for verification// tat shared 24 to 48 hours as tat breached
comm:- info given // cx agree

Call not connected
Issue:- call not connected
Action:- sms send
Comm:- NA

Call not connected
Issue:- voice not coming
Action:- sms not send
Comm:- call dropped by cx while giving warning

Call not connected
Issue:- voice not coming
Action:- sms not send
Comm:- call dropped after giving three warnings

Call not connected
Issue:- cx not responding
Action:- sms not send
Comm:- call dropped after giving three warnings

Call drop
Issue:- call dropped by cx
Action:- sms not send
Comm:- NA

Language issue
Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- guide them to reach [email protected]

Language issue
Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- call dropped by cx side

No info Required
issue:- cx don't need any info related to snapdeal
action:- NA
comm:- NA

Out for delivery
Issue:- cx wants to know delivery details
Action:- courier details shared // sms send
Comm:- tat shared tat shared till 6 PM // cx agree
Imp:- awb sms send

Out for delivery(number not available)
Issue:- cx wants to know delivery details
Action:- courier details shared // sms not send as courier boy number not available
Comm:- tat shared till 6 PM // cx agree

Undelivered
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // address verified // fndr filled
Comm:- tat shared 24 to 48 hours // cx agree

Undelivered (OFD)
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // address verified // fndr not filled as already out for delivery
Comm:- tat shared till 6 PM // cx agree

Undelivered (oda/shipped delay/misc)
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // fndr filled not filled
Comm:- tat shared 24 to 48 hours // cx agree

Undelivered due to delivery partner
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // address verified // fndr filled // feedback taken for delivery executive // fake remarks mentioned by FE
Comm:- tat shared 24 to 48 hours // cx agree

Address change (not done)
Issue - Customer wants to change delivery address
Action- Denied to customer as it's not in editable stage
Communication - Information given // customer satisfied

Address change (done)
Issue - Customer wants to change delivery address
Action- change address as per cx voc
Communication - Information given // customer satisfied

Cancellation (cod)
Issue:- cx wants to cancel order due to
Action:- order cancel as per cx voc
Communication - Information given // customer satisfied

Cancellation(prepaid)
Issue:- cx wants to cancel order
Action:- order cancel// refund tat shared
Communication - Information given // customer satisfied

Cancellation (CIP with prepaid)
Issue:- cx wants to cancel order due to
Action:- order cancel // tat shared 24 to 48 hours for order cancel
Communication - refund tat shared //Information given // customer satisfied

Cancellation (shipped)
Issue:- cx wants to cancel order due to
Action:- order not cancel as already shipped // request taken
Communication - Information given // info cx for refuse order at door step// customer satisfied

why order cancel
issue:- cx wants to know why order cancel
action:- apology done // reason shared of cancellation
comm:- info given // cx agreed // ask Customer to place fresh order

why order cancel (reason not mentioned)
issue:- cx wants to know why order cancel
action:- apology done // reason not shared of cancellation as not mentioned
comm:- info given // cx agreed // ask Customer to place fresh order

RETURN/REPLACE (rpi generate)
Issue - Customer wants to return the order due to item damage
Action - complaint taken // tat shared 2 to 3 day // guide cx for original packaging
Communication - Information given // customer satisfied // courier details shared

Return replace (rpi not generate)
Issue - Customer wants to return the order due to item damage
Action - complaint taken // tat shared 24-48 hrs // guide cx for original packaging
Communication - Information given // customer satisfied // courier details not shared as rpi not generate

Return replace (rpi not generate)
Issue - Customer wants to return the order due to item damage
Action - complaint taken // tat shared 24-48 hrs // guide cx for original packaging // status show out for delivery but order deliver to cx // status show RTO but order deliver to cx
Communication - Information given // customer satisfied // courier details not shared as rpi not generate

return (wear house qc)
issue:- cx wants to know refund details
action:- order already picked up // guide about refund process // tat shared 7 to 8 days from the day order picked up from cx location
comm:- request cx to wait till order reached ware house // refund details given // cx agree

return (wear house qc)
issue:- cx wants to know refund details
action:- order already picked up // guide about refund process // tat shared 24 to 48 hours as the PUC to RPR tat breached
comm:- request cx to wait till order reached ware house // refund details given // cx agree

return (wear house qc)
issue:- cx wants to know refund details
action:- order already picked up // guide about refund process // tat shared 24 hours as the PUC to RPR already done but CCA or CCR not mentioned so guide to wait
comm:- product already reached ware house // refund details given // cx agree

return (wear house qc)
issue:- cx wants to know refund details
action:- order already picked up // guide about refund process // tat shared 24 to 48 hours as the PUC to RPR already done but CCA or CCR not mentioned so guide to wait // QC tat breached
comm:- product already reached ware house // refund details given // cx agree

RTO
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order // apology done
Communication - Information given // customer satisfied

RTO (item not available)
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order for similar item as item not in stock // apology done
Communication - Information given // added cx email id in pdp for item available notification// customer satisfied

FRAUD CALL -
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 // asked to file a complaint against them in nearest crime branch // macro shared
Communication - Information given // customer satisfied

FRAUD CALL -
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 // asked to file a complaint against them in nearest crime branch // macro shared
Communication - Information given // customer satisfied

FRAUD CALL -
Issue - cx received sms/courier related to fraud
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch // macro shared
Communication - Information given // customer satisfied

FRAUD CALL -
issue:- cx reported refund fraud issue via any desk/remote
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch // macro shared
Communication - Information given // customer satisfied

Return policy
Issues - customer wanted to know about the return policy
Action- info shared to customer about terms and conditions regarding 7 days return policy
Communication - info given for rating reviews and return policy // Information given // customer satisfied

Refund
issue:- cx's payment deducted but order not confirmed
action:- tat shared 72 hours for failed amount
comm:- Info given // cx agree

refund
issue:- cx's payment deducted but order not confirmed
action:- tat shared 24 to 48 hours
comm:- 72 hours tat already breached // info given // cx agree
stage:- escalated to refund team

REFUND
Issue - Customer didn't received refund yet refund initiate already
Action - complaint taken // tat shared 24-48 hrs
Communication - Information given // customer satisfied

Refund not initiate
Issue - Customer didn't received refund yet refund not initiate
Action - complaint taken // tat shared 24-48 hrs // complaint marked cca already
Communication - Information given // customer satisfied

Refund (NEFT details not available)
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

Refund (NEFT details not correct)
Issue - Customer asked about refund status
Action - NEFT details not present // asked to share new NEFT details as mentioned by team cx's bank details not accurate // Mail shared // inf given
Communication - Information given // customer satisfied

Refund not received
Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected //Asked to share bank account statements // Mail shared
Communication - Information given // customer satisfied

Refund not received
Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected //request cx to wait for 5 bs days// 7 to 10 bs days //24 hours // 2 hours // 6 days from the day refund initiate
Communication - Information given // customer satisfied

CCA and CIP
issue:- cx wants to know refund status
action:- complaint already cca but refund still not initiated // status show cancellation in progress
comm:- tat shared 24 to 48 hours // cx agree

PICKUP -
Issue - Customer ask about Order pickup (Unsuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days // address verified
Communication - Information given //pickup details shared // customer agree

Manual pick up
issue:- cx wants to know pick up details
action:- info cx about manual pick up // macro shared // apology done
comm:- details given to cx about manually send courier charges // cx agree

pick up not required
issue:- cx don't want to return order
action:- updated RL filled
comm:- info given // cx agreed

APUC
Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 72 hours
Communication - Information given // customer satisfied

Out for pickup
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait // address verified
Communication - tat shared till evening // customer satisfied

Out for pickup
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup but had convo with cx not going to pick order so RL filled// address verified // macro shared
Communication - tat shared 2 to 3 days // customer satisfied

Out for pickup
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup as per SF but already visited and deny to pick order order so RL filled// address verified // macro shared
Communication - tat shared 2 to 3 days // customer satisfied

Refund replace denial
issue:- cx want to return replace product due to
action:- feedback taken for same
comm:- info given replacement and refund not possible as order not eligible for refund and replacement

PDWP
issue:- cx didn't receive the product (order deliver at wrong place)
action:- complaint taken tat shared 24 to 48 hours for pod
comm:- apology done// probing done // cx agree

PDWP (COD)
issue:- cx didn't receive the product // cod order
action:- feedback taken // request cx to place fresh order
comm:- apology done// probing done // cx agree

PDWP (COD)
issue:- cx didn't receive the product // cod order
action:- feedback taken // request cx to place fresh order for similar item as item not available in stock
comm:- apology done// probing done // cx agree

PDWP (POD DENIAL)
issue:- cx' didn't receive the product
action:- complaint registered// tat shared 7 to 10 bs days
comm:- apology done// cx agree
stage:- POD denial

one or more item ship together
issue:- cx order for two item but received only one
action:- complaint taken tat shared 24 to 48 hours
comm:- apology done // cx agree
imp:- click on suborder for item selection

Information on product
issue:- cx wants information on product
action:- informed from pdp about product description
comm:- info given // cx agreed

Return policy
issue:- cx asked about product return policy
action:- details provided about rating// reviews and product
comm:- assurance given // info given for return policy

game coins
issue:- cx wants information about game coins
action:- info given game coins converted in snapcash and validity
comm:- info provided how to use snapcash

don't return product
issue:- cx don't want to return product
action:- RL panel not showing in sf
comm:- informed same cx to coordinate with pickup boy don't want to return order cx agreed

feedback share
issue:- cx have issue with product
action:- feedback taken // apology done
comm:- cx just want to share feedback and don't want to register complaint

empty parcel
issue:- cx didn't get order empty parcel received
action:- complaint taken // undertaking form share // apology done
comm:- guide them to share form asap // 7 day tat shared after sharing undertaking form info given // cx agree

undertaking form shared
issue:- cx wants to know refund details
action:- cx get empty parcel but still didn't get refund // apology done
comm:- tat shared 7 days // cx agree

empty parcel (500 less)
issue:- cx didn't get order empty parcel received
action:- complaint taken // macro shared // apology done
comm:- guide them to share form asap // 7 day tat shared // cx agree

Refund replace denial
issue:- cx wants to know about complaint and refund details
action:- complaint already marked closed as RPI denied
comm:- info given cx as mentioned by team account fail in internal checks

courier misbehaved
issue:- cx complaint courier boy misbehaved while deliver of product
action:- complaint taken
comm:- info shared // cx sagree

courier boy charge extra
issue:- cx complaint FE charge them extra
action:- complaint taken // tat shared 24 to 48 hours
comm:- info given // cx agree