Notes

//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

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