Notes

Issue : cx want to know about order status
Action : complaint taken//stuck at one location for long time
Communication : ddr,dispatch dates and , location shared/ order is late/beyond promise date //ask to wait as soon as possible for update //assured for delivery as soon as possible/edd breached / cx agree



issue : cx want to know abt pick up
action : rl panel filled ,macro sent ,stages selected escalated to scm reverse logistics
communication : apology done ,told to cx within 2 to 3 days product will pick up //told email sent //and also informed after picked and qc done gets updates within 24 to 48 hrs //refund tat shared 2 hrs post initiate / also informed kindly keep your product in original brand package.//cx agree


//ud //
issue : cx want to know about order status
action : UD marked // FNDR filled and address captured in it and address has been verified by cx
communication : 24 to 48 hr TAT shared/asuured to cx for delivery as soon as/EDD/ddr/told reason of UD/address has been verified by cx //cx did not get call and fake remarked by courier boy //cx agree

qc not marked //
issue : cx want to know abt replacement
action : complaint forwarded //picked up marked on 22/06/2021 and rpr marked on 01/07/2021
communication: puc and rpr marked on the system but still cca not marked due to this refund not initated // /apology done //ask to wait 24 to 48 hrs /replacement tat shared 4 to 7 working days /cx agree


/neft hold //
issue : cx want to know abt refund status
action : macro sent ,NEFT details are wrong
communication : informed to cx to provide correct bank details///told to cx now Neft Refund has went to hold //therefore ask to wait 5 working days for refund initiate /refund tat shared 2 hrs post initiate /cx agree


//OFD marked ud not marked //
issue : cx want to know abt order status
Action : address has been verified by cx end //fndr could not fill because of error "Exception while fetching ndr questions"
Communication : dispatch date ,EDD/ddr shared // UD not marked but OFD marked from 18 jun// FNDR not filled because OFD marked till 18 jun //24 to 48 hr TAT shared/asuured to cx for delivery as soon as in between 24 to 48 hrs / /cx agree


//cancellation due to delayed //
issue : cx want to cancel the order because it has delayed //edd breached
action : cancellation request taken
Communication :edd ,ddr ,location ,courier name shared with cx /apology done/told i take
complain but cx denied to take order then told to cx cx // cancellation request taken//

only for app
//fraud//
Issue- (Customer reported refund fraud issue via call and sms /remote)
fraudsters details- (8972879216)
Amount debited from customer's account (Please mention if debited)- NO


//puc not marked dsqc not mentioned //
issue : cx told his product is already picked up when amt will be refunded
Action : /number filled in fe option /rl panel filled //apuc already selected



Communication :72 hrs TAT share for updation/ 2 hrs refund tat shared post initiated /also told DSQC not marked so qc check should not be done on doorstep post picked up it will reach wherehouse within 7 to 8 days //qc tat shared 24 hrs //cx agree


rpu not initiaed 24 to 48 tat breached //
Issue : Cx want to know abt the return status
Action : request already raised
Communication : told 24 to 48 hrs tat breached so ask to wait 24 to 48 hrs /PUC tat 2 to 3 days/7 to 8 days tat shared for RPR// //qc check tat shared 24 hrs post received in whorehouse// //told if doorstep qc check will be marked then qc check will do at doorstep //and post qc check and pick up both gets updated within 24 to 48 hrs /apology done /refund tat shared 2 hrs post initiate /cx agree



frua call
Issue - "𝙇𝙪𝙘𝙠𝙮 𝙙𝙧𝙖𝙬 𝙘𝙖𝙡𝙡 𝙧𝙚𝙘𝙚𝙞𝙫𝙚𝙙 𝙗𝙮 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧"
Action - all mandate field after asked with
Communication - :informed to cx that it is a fraud call regarding fake lucky draw contest // also ask not to share any confidential details//also told you are valuable cx of snapdeal//do not wary WE ARE WORKING ON IT /macro sent /cx agree



//////refund initiated not refelected //
Issue : cx want to know abt refund status //refund initiated but not yet reflected
Action : complaint raised //macro sent for sharing account statement



Communication: // 2 hrs refund tat breached //ask to share account statement //told date from when share account statement /told after received bank statement team will update within 24 48 hrs /cx agree


Issue : cx wanted to complain abt empty parcel
Action :macro sent //complaint already taken
Communication : apology done to cx// 7 days tat shared for update /told after resolved refund will be initiated /refund tat shared 2 hrs from online and if offline 6 days post initiate / cx agree


//qc check not marked //
issue : cx want to know abt refund
action : complaint already forwarded //picked up marked on 23/06/2021 and rpr marked on 01/07/2021
communication: puc marked in the system and rpr also marked but still qc check not marked due to this refund not initated // /apology done //ask to wait 24 to 48 hrs /refund tat shared 2 hrs post initiate /cx agree




//apytm offer //
issue:cx want to know abt paytm offer
Action :N/A
Communication :informed to cx abt offer dates and also told that cash back from 30 rs to 150 rs min transt 500 and cash back will be given in paytm app after 30 days //xcx agree



//cod //
issue : cx want to know how he can pay his amount through prepaid mode to courier boy while come to deliver
Action :N/A
Communication : information shared with the cx that if courier boy will have option to accept through paytm or other then you can pay other wise you have to pay in cash //cx agree


https://www.shadowfax.in/

//puc not marked //
issue-cx want to know abt refund/he told //puc already done on 05 july
action taken: fe number filled in rl /rl filled /Customer Dispute accepted//do not have receipt/name dharmender



communication: 24 to 48 TAT share for updation/ 5 working days refund tat shared post initiated /also told DSQC marked so qc check should be done on doorstep post pick up and qc check will be marked then refund will get initiated /cx irritated call/apology done /cx agree