Notes

(NOTES )

issue-
action-
communication-
(CALL DROP FORM)
https://docs.google.com/forms/d/e/1FAIpQLSf5V1psw6mv0776jK7uGsn_XiA5iNjtn0zLYlpW7WOTXnJegQ/viewform
--------------------------------------------------------------------------------------------------------
(AGENT DASH BOARD )
http://172.16.201.107:8080/agent-dashboard/ob.php
--------------------------------------------------------------------------------------------------------
issue- query about product/price
action- information shared with cx
communication- cx asked about details of product and price
==========================================================================================================
(delivery)

ISSUE = CX WANT TO KNOW ABOUT PRODUCT DELIVERY
ACTION = INFO SHARED //TRACKING DETAIL SHARED
COMM = CX SAID ABOUT DELIVERY DETAIL //PROMISED DATE SHARED // ASK TO CX I WILL TRY OUR BEST TO DELIVERED THE PRODUCT ASAP //CX AGREE

ISSUE = CX WANT TO KNOW ABOUT PRODUCT DELIVERY
ACTION = INFO SHARED //DISPATCH DATE SHARED
COMM = CX SAID ABOUT DELIVERY DETAIL //PROMISED DATE SHARED // ASK TO CX I WILL TRY OUR BEST TO DELIVERED THE PRODUCT ASAP //CX AGREE
==========================================================================================================
issue = cx want to know about complain
complain = info shared // apologies done // ask to wait
comm = cx want to know about complain status // cx said she did not received the product //info shared ask to cx team already investigate // ask to wait //cx agree

issue- cx ask about refund
action- complaint taken// info shared
communication- cx said about refund not received //ask to cx refund already initiate from our side // Refund Tat shared to cx // cx agree
==========================================================================================================
issue- call not connect
action- sms send
communication- N/A

issue- cx not using English & Hindi
action- N/A
communication- ask cx to raise concern on help@snapldeal .com

issue- cx didn't required callback
action- N/A
communication- cx said req, send by mistake

issue- call drop by cx
action- N/A
communication- after opening call drop by cx

issue- call drop by cx and cx not responding on call
action- N/A
communication-

issue- cx called to update or delete the account details
action- info shared
communication- cx agree

issue-
action- N/A
communication- As there is no response from cx side hence after giving warning call disconnected from this end.

issue-
action-
communication- Cx is using the abusive language so after giving warning call disconnected.
==========================================================================================================
(UD CASE)

issue- cx want to know delivery details // ud mark
action-FNDR filled // tat shared 24-48 hrs //cx agree // address confirmed
communication- cx want to know About delivery status // info shared // ask to wait //delivery rescheduled//cx agree

issue- cx ask about delivery details
action- item stuck case // apology done // complaint taken
communication- tat shared 24-48 hrs // ask to wait // cx agree

issue- cx ask about delivery details //order late beyond promised date
action- apology done // complaint taken
communication- ASK TO CX I WILL TRY OUR BEST TO DELIVERED THE PRODUCT ASAP // ask to wait // cx agree

issue- cx ask about delivery details // UD mark Out of Delivery Area
action- complaint taken // info shared // address confirmed
communication- FNDR not filled // tat shared 24-48 hrs // ask cx to coordinate with courier partner for self pickup //cx agree

issue- cx ask about delivery details //undelivered on previously
action- apology done // info shared // address confirmed
communication- Same day OFD // ask to wait end of the day // cx agree


--------------------------------------------------------------------------------------------------------
(PICK UP)
issue- cx asking about order pickup
action- RL filled // tat shared 2-3 days // cx agree
communication- pickup rescheduled

issue- cx asking about order pickup
action- info shared
communication- as it was out for pickup // ask cx to wait// cx agree
--------------------------------------------------------------------------------------------------------
issue- cx wants to replace the order
action- complain taken // tat shared 24-48 hrs// cx agree
communication- cx received defected product // damaged product //apology done// info shared

issue- cx wants to return the order
action- complain taken // tat shared 24-48 hrs// cx agree
communication- apology done// info shared

issue- cx asked about replacement status
action- PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs
communication- ask to wait .// cx agree

issue- cx want to know about the return policy
action- information shared
communication- information shared to cx about terms and condition regarding 7 days return policy // cx agree.

issue- cx ask about the originality of the product
action- information shared
communication- told to cx that assured products will be deliver to cx from assured sellers // cx agree

==========================================================================================================
(empty)
issue- Empty parcel case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree

issue- item shipped together case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree


--------------------------------------------------------------------------------------------------------
(CANCEL)

issue- cx want to know why was my order cancel// Status RTO
action- given info // ask cx to place fresh order
communication- Ask apology done // cx agree

issue- cx want to cancel the order
action- complain taken //order cancelled // cx agree
communication-cx want to cancel the order because order placed by mistake // info shared // cx agree

issue- cx want to cancel his order
action- order shipped //order OFD // ask cx to refuse at door
communication- ask to cx refuse at door //refuse on call //info shared // cx agree
==========================================================================================================
(REFUND)
issue- cx asked about refund status
action- apology done // info shared
communication- tat shared 24-48 hrs // cx agree

issue- cx asked about refund status
action-INFO shared // apology done // info shared
communication-ask to cx refund is also initiate from our side //coordinate with bank // ask to cx shared bank statement on PDF form // tat shared wait 7 to 10 days // cx agree
==========================================================================================================issue- cx recieve fraud call
action- complaint taken // mail shared
communication- 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
==========================================================================================================
(payment )
issue- payment deducted but order not confirmed
action- apology done // complaint taken
communication- cx told payment deducted but order not confirmed // Refund Tat shared to cx // cx agree
==========================================================================================================