Notes

https://docs.google.com/forms/d/1a9jG1v_DjUmTaf1y07g_r5k-497Dom2uJ0vGM5x3D9k/viewform?edit_requested=true#responses
http://172.16.201.107:8080/agent-dashboard/ob.php
Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
Callme experiment //cx didn't required callback.
Callme experiment //Call didn't connect to cx /sms sent
Callme experiment//cx called and shared the problem but cx call dropped
Callme experiment//As there is no response from cx side hence after giving warning call disconnected
Callme experiment//As there is no response from cx side hence while giving warning call disconnected from cx end.
Callme experiment//cx called and shared the problem but cx call dropped
Callme experiment//call connected but without response call got automatically disconnected//

//return policy //
issue : cx want to know abt return policy
Action : request closed because he do not want to return ''
Communication : information shared to cx about terms and condition regarding 7 days return policy // cx agree.

//PDWP//
Issue : /cx wanted to give complain that product shows delivered but i did not receive it
Action //complaint forwarded
Communication : apology done//ask to wait POD// we will share the proof of delivery once we get it from our courier partner within a maximum of 6 days //cx agree

//lang
Issue : language barrier
Action : N/A
Communication : cx was not using english and hindi//i requested to speak in hindi and english but he could not speak then no reponse and dropped his call

///LAAP NOT OFFERED FOR SELF PICK UP//
issue : cx want to know abt order status //
Action : address has been verified to cx 'FNDR not filled due to out of delivery area
Communication :/dispatch date,ddr ,edd shared //reason told to cx for ud marked / // told we will not able to deliver and NOT offered for self pick up ///// cx agree

//200 coupon not applied //
issue : cx asked how to get discount of rs 200 coupon which he has won
Action : N/A
Communication : told to cx how to apply and still you did not applied on the same product //again it can not be applied on same product //and also informed after applied 8 % can be discounted on product's selling price //maximum UPTO 200 //cx agree

//POD denail //
Issue : cx want to know abt his PDWP case complaint
Action : complaint already raised
Communication :apology done/pod denial already selected //ask to wait 7 to 8 days tat shared /macro sent /cx agree

//empty parcel//
Issue : cx wanted to know abt empty parcel complaint
Action :macro sent //complaint already taken taken
Communication : apology done to cx// 7 days TAT SHARED AFTER send undertaking form /told to sent undertaking form //refund tat shared 5 working days post initiate / cx agree


//rpi denied //
issue : cx ask for return request
action :n/a
communication :told to cx while processing your request, we reviewed your account and found some transactions that do not pass our internal checks.// and We are sorry that we will be unable to complete your return request.//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 agree

//puc not marked //
issue : cx told that he has already given his product to courier team //shipped together case /for not received product refund already initiated but which is received refund not initiated //product already picked up
action : rl panel filled //apuc selected in stages //PUC already done on
communication : 24 to 48 TAT share for updation/2 hrs refund tat shared from falcon mode /told DSQC marked so qc check should be done on doorstep post pick up and qc check will be marked refund will get initiated /cx irritated call//cx agree

//ofd first://
issue : cx want to know about order status
action : n/a
communication : EDD,DDR,courier partner name shared / and told today it is OFD so ask to wait till 6 pm //assured to provide product as soon as till the time /courier boy number sent to through sms /told courier boy will also be call after reached at your location for delivery // cx agree


//shipped cancel paid prepaid mode//
issue : cx want to cancel the order because he do not need to have it
action : cancellation request raised //
communication : told to cx it is already shipped //so it can not be cancelled on immediate //ask to refuse at doorstep if delivery attempt // and also told to cx post refused the order it will take 6 working days to send in whorehouse //post received into whorehouse//within 24 to 48 refund will be initiated//refund tat also shared 2 hrs post initiate//cx agree


//reschedule cx irritated//
issue : cx told courier boy denying to pick up his product because they are telling that damaged reason not mentioned on request
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 //replacement tat shared 4 to 7 working days //cx agree

//ofp //
issue : cx told courier boy is not coming to pick up his product and daily sms receives that today will be picked up
action : N/A
communication : told to cx as it is out for pickup //so ask to wait till end of the day /told to cx dsqc mentioned //therefore post picked up of item its updates within 24 to 48 quality check and pick will be marked as done on system //refund tat shared 2 hrs from folcon post initiate //cx agree

//fresh order
issue : cx want to know abt order status
action : N/A
communication : dispatched date & DDR shared //told courier partner not assigned //location shared //told after shipped you will be notified via email or sms / cx agree

//fresh return request//
issue : cx want to return his product because design looks different from image
action : return request forwarded
communication : information shared with cx that within 24 to 48 you will be confirmed for pick up of your product via email and sms /and will pick up tat shared 2 to 3 days /post picked up refund will be initiate //refund tat shared 2 hrs from online post initiate //cx also asked how to refund his given amt //informed to cx you will receive email //kindly share your account details through that email //cx agree

//fast delivery courier partner assigned //
issue : cx want delivery before promise date
action : request taken and selected preferred date in system as per cx
communication : dispatched date & DDR shared //courier partner name told to cx //location share /tracking id sent to cx /// cx agree


//fast delivery //
issue : cx want delivery before promise date
action : preferred date selected in our system as per cx
communication : dispatched date & DDR shared //told courier partner not assigned //location shared //told after shipped you will be notified via email or sms /assured for fast delivery / cx agree

//tat not gone //
issue : cx ask for refund status
action : N/A
communication: told to cx that refund already initiated // 7 to 10 working days refund TAT shared / /told Saturday and Sunday and national holiday does not consider /i counted days and told to wait / cx agree

//required image share //
issue : cx told why his product still not picked up
action : macro sent to share product image share
communication : informed to cx kindly share Product Image as per sent email //ask to wait 24 to 48 hrs post image shared //puc tat shared 2 to 3 days //7 to 8 days rpr tat and 24 hrs qc tat shared //told if dsqc will be marked then qc check will will be done at dooestep//then it gets updated within 24 to 48 hrs post done //refund tat shared 2 hrs post initiate //cx agree


//fake //
issue : cx told he received one call for offer related abt car
action : all mandate field after asked with
communication : informed to cx that it is a fraud call and SMS regarding fake lucky draw contest // information shared to cx and ask not to share any confidential details//also told you are valuable cx of snapdeal//do not wary WE ARE WORKING ON IT /macro not sent because email id was not available /cx agree



//sla//
issue : cx want to know abt order status
action : case manager used on call //courier partner no. and tracking id shared through sms
communication : dispatched date & DDR , location details shared /courier name shared with cx / /assured for delivery as soon as possible till promised date / cx agree


//shipped cancel//
issue : cx want to cancel the order because he do not need to have it
action : tried to retain to cx that this is our best product //product rating is also good cx denied
communication : told to cx that you can place order for another product // // status marked shipped // cancellation request taken// ask to refuse at doorstep if delivery attempt // cx agree


puc not marked //
issue : cx want to know abt refund process ,cx also asked whether full amt will refund or not
action : rl filled , apuc selected
communication : told in the same bank amt will be credited by which deducted //and also 24 to 48 TAT share for updation/ 5 working days refund tat shared post initiated /told DSQC marked so qc check should be done on doorstep post pick up and qc check will be marked refund will get initiated /cx irritated call//cx agree



rpr tat breached
issue : cx want to know abt replacement
action : complaint already forwarded //picked up marked on 26/02/2021
communication: puc marked in the system but 7 to 8 days whorehouse receiving tat has over //still RPR is not marked and cca also 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

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

issue: Not informed
Action : As there is no response from cx side hence after giving warning call disconnected
Communication : N/A

//order cancelled due to tecnical/
Issue :cx want to know abt order status
Action Taken : N/A
Communication : info shared to cx that order cancelled due to technical reason /told the mentioned reason // request to cx to place a new order /cx was irritated //apology done / cx agree


//returned to wherehouse//
Issue : cx want to know abt order status
Action : N/A
Communication : apology done / info shared to cx that it is returned /told the mentioned reason // request to cx to place a new order /cx was irritated /cx did not get call / cx agree

//item stuck and late both //
Issue : cx want to know why still product did not receive to him
Action : complaint taken /i checked status and found that item stuck at one location for 3 days//
Communication :told to cx it has stuck and 24 to 48 hrs tat shared //corier team number and tracking id shared /DDR ,EDD ,courier partner name shared/told location/EED also breached/assured for deliver as soon as /apology doen//cx agree

/there are no reason for return //
issue : cx want to return his product because as per cx he received different color //asked color told same as mentioned on system
action : macro sent
communication ://informed to cx for return some reason should be then we can take return request //told all reason as per system //but there were no reason as per given system reason//that's why denied to take request //cx agree


//cancellation by mistake //
Issue : cx want to cancel the order because he placed the order by mistake
Action : tried to retain to cx that this is our best product //rating and review also told to cx but denied so cancellation request taken
Communication : told you can place order for another product // cancellation request taken /told cancellation done / cx agree

//24 to 48 tat breached return
issue : cx want to know abt return request
Action : request opened
Communication : told to cx 24 to 48 notification tat breached //apology done //puc tat shared 2 to 3 days //told post picked up it will be sent to wherehouse for qc check //24 hrs qc check tat shared //refund tat shared 2 hrs post initiate //ask to wait 24 to 48 hrs //cx agree

//address not changed //
issue : cx wants to change the delivery address
Action : N/A
Communication : told to cx as it is not in editable state ///told kindly place new order with new address then that can be delivered on change address while placing order //cx agree

//did not dispatch //
issue : cx want to know abt order status
Action : complaint forwarded //beyond promised //order is late dispatch date still did not dispatch /tracking id and sms sent
Communication :DDR,dispatch date ,EDD ,location shared// / / /24 to 48 hrs tat shared/ / cx agree

//shipper delay //
Issue : cx want to know about order status
Action : request taken //ud marked due to shipper delay //FNDR not filled due to shipper delay
Communication : dispatch date,ddr ,edd shared / /reason told to cx for ud marked //24 to 48 TAT shared for update/ ////address has been verified / cx agree

//Miscellaneous issue//
Issue : cx want to know about order status
Action : request already taken //ud marked due to shipper delay //FNDR not filled due to Miscellaneous issue
Communication : dispatch date,ddr ,edd shared / /reason told to cx for ud marked //24 to 48 TAT shared for update/ ////address has been verified /cx agree

//stuck at one location //
Issue : cx want to know why still product did not receive to him
Action : complaint taken /i checked status and found that item stuck at one location for 3 days ///tracking id and no sent to cx
Communication : apology done // DDR,EDD,dispatch date ,location shared / order stuck at one location /cx agree

//cca within tat refund not initiated //
Issue : cx want to know abt refund status
Action : cca marked but still refund not initiated
Communication : 24 to 48 hrs TAT shared ///bank details he had already updated here/ /refund tat shard 2 hrs post refund initiate cx agree


//related to product info //
Issue : cx want to know abt product quantity and color
Action : N/A
Communication : told to cx abt quantity 3 pack and also informed multi color //rating and review also shared with cx /cx agree


//cca marked NEFT details not present //
Issue : cx want to know abt refund status
Action : cca marked but still refund not initiated //NEFT details not present //macro sent //
Communication : informed to cx to provide bank details via email /ask to wait 24 to 48 hrs post shared account details for refund initiate //offline refund tat shared 6 days //online 2 hrs // post initiate /cx agree


//cancellation is in progress refund told/
Issue : cx want to know abt refund status
Action : N/A
Communication : informed to cx cancellation is in progress //ask to wait 24 to 48 hrs //refund tat shared 5 working days post initiate //cx agree

//address chnage//
issue : cx wants to change the delivery address//cx also asked whether they will call or not
Action : so do as per cx VOC
Communication : told to cx address has been changed now it will be delivered at given address //told he will call when reach

//pod denial 7 to 8 days tat breached //
Issue : cx want to know abt his PDWP case complaint
Action : complaint already raised
Communication : apology done/pod denial already selected //7 to 8 working days tat breached //ask to wait 24 to 48 hrs for update //cx agree

//rder already cancelled //
Issue : cx want to know abt cancelled status
Action: N/A
Communication : told order has already been cancelled //it will not be delivered to you //cx agree

// Pending for Verification//
Issue : cx want to know abt order status
Action : N/A
Communication //told verification is pending so You will receive an automated call //ask to wait 24 hrs for varification //after verified we will have delivery dates and then you will also be notified via sms or email

//order cancelled in replacement //
Issue : cx want to know abt replacement product
Action : macro sent for sharing account details
Communication : told to cx replacement order has already been cancelled due to technical reason so it can not be delivered /ask to share account details / informed to cx to provide bank details via email /ask to wait 24 to 48 hrs post shared account details for refund initiate //offline refund tat shared 6 days //online 2 hrs // post initiate /cx agree

// No Return product //
Issue : cx want to know abt return request status
Action : N/A
Communication : told to cx as per sent email We are unable to service your return request of your product. This item is not eligible for return as per our policy & we won't be able to proceed with your return request.//and also To know if return is applicable on an item, all you need is to go to its page and refer to the 'Item Details' section or read our Easy Returns Policy.//cx agree

//reapet return rpu not initiated //
Issue : Cx want to know abt the return status
Action : request already raised
Communication : told within 24 to 48 hrs you will be confirmed for pick of your product via email or sms //7 to 8 days tat shared for RPR//PUC tat 2 to 3 days //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



//cancl due to address not available .//
Issue : cx want to cancel the order because he will not be available at given address
Action :cancellation request taken
//informed you can place order with new address //told order has cancelled //cx agree


////today last date //comnplained //
Issue //cx want to know abt order status
Action :complain taken
Communication : dispatched date & DDR shared /EDD/location and courier name shared /no. tracking id sent /but today is last date for delivery but still it is not OFD so complained raised /24 to 48 tat shared /assured to deliver as soon as / 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: // /7 to 10 working days refund tat breached //ask to share account statement //told date from when share account statement //cx agree

////OFD marked ud not marked //
issue : cx want to know abt order status
Action : N/A
Communication : dispatch date ,EDD/ddr shared // UD not marked but OFD marked from 28 feb // FNDR not filled because OFD marked till 28 feb //24 to 48 hr TAT shared/asuured to cx for delivery as soon as in between 24 to 48 hrs /courier team number sent to cx /cx agree


//refund initiated within tat //
Issue : cx want to know abt refund status
Action : N/A
Communication : told to cx refund already initiated // 7 to 10 working days TAT shared // cx agree


//out of stock //
Issue : cx want to place the order
Action : N/A
Communication : info shared to cx that it is out of stock / // request to cx to place a new order when it will in stock /also told You will be notified when this product will be in stock//cx was very irriated //apology done and suggested kindly place new order for available product //


////repeat call for return dsqc marked///
Issue : cx want to know abt return request
Action : complaint already raised
Communication : informed to cx that wait 24 to 48 hrs you will be notified for pick of your product via sms or email /2 to 3 days puc tat shared /told dsqc marked so quality check will be done at doorstep //it gets updated in our system in between 24 to 48 post picked up and dsqc //replacement tat shared 4 to 7 working days //cx agree


//one order wants to cancel becuase placed two //
Issue : cx want to cancel the one order because he placed the order by mistake two order
Action : cancellation request taken
Communication : // cancellation request taken /told cancellation done /only one order will be delivered to you/ cx agree
.

//200/rs //
Issue : cx want to know why he did not get full discount of rs 200 coupon
Action : N/A
Communication : information share to cx that 8% discount is possible on product selling price and also told discounted amt /and if amt will be more than the it can be discounted upto 200 /cx agree


//number chgange //
Issue : cx wanted to change the mobile number
Action : N/A
Communication : told to cx number can not be changed because mfog already generated //cx agree

////offer self pick //
issue : /cx want to know about order status .
Action : number sent of courier boy //UD marked due to out of delivery area //FNDR not filled due to out of delivery area //address confirmed with cx
Communication : dispatch date,ddr ,edd shared / /reason told to cx for ud marked / // told we will not able to deliver and offered for self pick up // /// cx agree


//ofp dsqc not amrked/
issue : cx want to know abt pick up status
action : N/A
communication : as it is out for pickup //so ask to wait till end of the day /told dsqc not marked//therefore post picked up of your item its will be sent to wherehouse fro qc check //rpr tat shared 7 to 8 days /qc check within 24 hrs after come in whwrehouse /replacement tat shared 4 to 7 working days //cx agree


//returned in tracking details //
Issue : cx want to know abt delivery status
Action : N/A
Communication : ddr ,dispatch date ,edd,courier partner name shared with cx //i checked tracking details and found order has been returned to seller // but under dispatch history shows ud //apology done //cx was irritated // refund tat shared 5 working days post initiate //ask to wait 24 to 48 hrs for refund initiate //cx agree


//puc amrked //rpr within tat //
Issue : cx want to know abt refund status
Action : N/A
Communication : told to cx pick up already marked on 03-03-21 ///ask to wait 7 to 8 days for reach this product in whorehouse //24 tat shared for qc check post reached in whorehouse //refund tat shared 2 hrs from online mode //post initiated //cx agree

//tat over for PDWp/
Issue : cx want to know abt PDWP complaint / status / 6 days TAT breached //still he did not get POD
Action : complaint already taken //
Communication : / //apology done/ask to wait 24 to 48 hrs /told when you will get POD kindly reply to use whether signature of your or not /cx agree