Notes

Xpressbees: 02049116100
Blue dart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
CALL DROP LINK
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform
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SENIOR CALL LINK
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform?vc=0&c=0&w=1&flr=0
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DASHBOARD LINK:- http://172.16.201.116/ad/
_________________________________________________________
ATTENDANCE LINK :- http://182.75.250.82:85/
_____________________________________________________________
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SHORT CALLS
ISSUE :- Call not connected //
ACTION :- SMS sent //
COMM :- NA //

ISSUE :- cx not required call back //
ACTION:- ticket raised
COMM :- NA

ISSUE :-no response from cx side..
ACTION:- ticket raised
COMM :- call drop//

ISSUE :- cx not shared the query//
ACTION :- ticket raised
COMM :-call drop by cx//

ISSUE :- As there is no response from cx side
ACTION :- ticket raised //
COMM:-after giving warning call ended.//

ISSUE :-Unable to understand cx concern due to language barrier ..
ACTION :- ticket raised ..language selected //
COMM:-ask cx to share concern on [email protected] //

(Call connected without ringing)

While providing info call drop by cx//

courier boy/team contact SMS shared as per cx request //

cx didn't want to return the order ..feedback mentioned // apology done // info shared //

******************************************
ISSUE :-
ACTION :-
COMM :-

ISSUE :- cx call to change mail ID
ACTION :- ticket raised..//
COMM :- ask cx to create new account info shared ..//

ISSUE :- cx call to change the address
ACTION :- address changed..//
COMM :- info shared to cx//cx agree ..//

ISSUE :- cx call to know info on order
ACTION :- ticket raised..//
COMM:- details shared to cx ..//

ISSUE :-cx want to know order status // order pending for verification//
ACTION :-complain raised//
COMM:-TAT 24 hrs shared for get order verified//info shared//

ISSUE :- cx call to know about fraud call Lucky draw call / Scam received ..// cx reported refund fraud issue via anydesk/remote// fraudster details - (XXX) // amt debited from cx acc - yes/no (XXX)
ACTION:- information captured ..// macro sent ..//
COMM :-informed cx that its fraud call//ask cx to not share any of personal details .. cx agree //

ISSUE :- Cx call to know status .. Order shipped together ..//
ACTION :- complain taken//
COMM :-ask cx to wait 24-48 hrs for refund //info shared cx agree //

ISSUE:-cx call to know delivery details//previously UD//same day OFD
ACTION :- address confirmed..//
COMM:-ask cx to wait till EOD//info shared//cx agree//

ISSUE :- cx receive empty parcel
ACTION:- complain raised ..// macro sent
COMM :-ask cx to share UT form//TAT shared 7 days//info shared//

ISSUE :-cx call to know delivery details ..// Its UD (ODA)
ACTION :-ticket raised
COMM :-ask cx to coordinated with courier partner // guide for self pickup//apology done //info shared//cx agree .//

ISSUE :- cx want to know delivery details //
ACTION:- delay dispatch SMS sent ..//
COMM :- DDR shared //info shared //cx agree..//

ISSUE :- cx call to know delivery details // Order Stuck .. //
ACTION :- complain raised..// Delay dispatch SMS sent .//
COMM :- Ask cx to wait 24-48 hrs ..// DDR shared ..//

ISSUE :- cx call to know delivery details PDWP ..//
ACTION :- complain raised..//
COMM :- ask cx to wait for 6 days ..// info shared ..//
As order was COD // apology done // ask cx to reorder product//

ISSUE :- cx call to know delivery details PDWP (POD Denial) ..//
ACTION :- complain raised..//
COMM :- ask cx to wait for 7-10 W days ..// info shared ..//

ISSUE :- Cx call to know delivery details ..//
ACTION :- Courier boy contact SMS sent ..
COMM :-Its OFD ..// ask cx to wait Till end of the day ..//

ISSUE :- cx want to know delivery details//cx want faster delivery//
ACTION :-delay dispatch SMS sent//specific request taken//
COMM :- DDR shared//info shared//cx agree..//

ISSUE :- cx call to know delivery details ..// Its UD
ACTION :- delivery rescheduled//FNDR filled//address confirmed//
COMM :- ask cx to wait 24-48 hrs //info shared//cx agree .//

ISSUE :- cx call to know about product details ..//
ACTION :- complain raised..//
COMM :- price details//product details//info shared//cx agree//

ISSUE :-cx told payment deducted but order not confirmed//
ACTION :- complain raised .//
COMM :- TAT shared 72 hrs ..// Info shared .. cx agree ..//

ISSUE :- cx call to know delivery details ..// order late beyond ..//
ACTION :- complain raised..//
COMM :-ask cx to wait//assured ASAP delivery//cx agree.//

ISSUE :- Price difference in order //
ACTION :- ticket raised ..//
COMM :- ask cx to share snapshot of both prices on [email protected]..// TAT shared 24-48 hrs for update //


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PICKUP

ISSUE :-cx want pickup info PUC done ..//
ACTION :- complain raised ..//
COMM :-TAT shared for PUC-RPR-QC.// info shared..//

ISSUE :-cx want pickup info PUC done (APUC) ..//
ACTION :- complain raised ..// RL filled
COMM :-TAT shared 72 hrs // info shared..//

ISSUE :- cx call to know pickup details .. PUC not done ..//
ACTION :- RL filled .. Macro sent pickup rescheduled..//
COMM :- ask cx to wait 2-3 days..// info shared ..//

ISSUE :- cx call to know Pickup details ..//
ACTION :- complain taken ..//
COMM :-ask cx to wait till end of the day//Out for pickup //info shared.//

ISSUE :- cx returned order manually ..// courier receipt recvd
ACTION :- EOD filled ..//
COMM :- ask cx to wait 24-48 hrs for update.// info shared// cx agree //
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REFUND
ISSUE :- refund related issue ..//
ACTION :-complaint raised .//
COMM :-NEFT on hold //TAT 5 W Days shared ..//

ISSUE :- cx call to know about refund details ..//
ACTION :- complain raised..//
COMM:-refund initiated but not reflected TAT shared //

ISSUE :- cx call to know about refund details ..//
ACTION:- complain raised..//
COMM :-refund initiated not reflected TAT breached //ask cx to share bank statement ..//

ISSUE :- cx call to refund for the order // refund not initiated //
ACTION :- complain taken ..// MACRO sent ..//
COMM :-ask cx to share NEFT details//TAT 24-48 hrs share// info shared to cx//
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CANCELLATION
ISSUE :- cx call to cancel the order//REASON :-
ACTION :- complain raised ..//
COMM :- order cancelled.. info shared ..//

ISSUE :- Cx call to cancel the order // REASON :-
ACTION :- complain raised ..//
COMM:- ask cx to refuse at door step as order shipped..//

ISSUE :- cx call to cancel the order ..//
ACTION :- complain raised..//
COMM :- Order already cancelled ..// info shared ..//

ISSUE :- Cx call to know cancellation reason ..//
ACTION :- complain raised..//
COMM :- ask cx to reorder ..// info shared ..//

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RETURN
ISSUE :- cx call to return the order ..//
ACTION :- complain raised // macro shared
COMM :- ask cx to return order manually // info shared //

ISSUE :- cx call to return the order//
ACTION :- complain raised //
COMM :- RPI denied // denial given // info shared //

ISSUE :- Cx call to return the order//REASON :-
ACTION :- complain raised..// RPI initiated ..//
COMM :- TAT 2-3 days shared for Pickup//info shared//cx agree//

ISSUE :- Cx call to return the order //REASON :-
ACTION :- complain raised..// RPI not initiated ..//
COMM :-TAT 24-48 hrs for Pickup//info shared// cx agree //

ISSUE :- Cx call to return the order
ACTION :-complain raised //
COMM :-CATP // denial given ..//

ISSUE :- cx call to return the order //
ACTION :- complain taken ..// MACRO sent ..//
COMM:-ask cx to share images //TAT 24-48 hrs shared //

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