Notes

http://172.16.201.107:8080/agent-dashboard/ob.php
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Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
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issue: N/A
action: na
communication:
(1) language barrier
(2) cx didn't required callback.
(3) no response from cx side - call drop by cx
(3) As there is no response from cx side hence after giving warning call disconnected from this end.
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Fraud call:

issue: cx informed about the fraud call and SMS regarding fake lucky draw contest
action: na
communication: infomation shared to cx and ask not to share any confidential details // cx agree
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Product info.

issue: cx asked about details of product and price
action: n/a
communication: information shared with cx

issue: cx want to know about the return policy
action: na
communication: information shared to cx about terms and condition regarding 7 days return policy

issue: cx ask about the originality of the product
action: na
communication: told to cx that assured products will be deliver to cx from assured sellers

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Offer details:-

issue: cx ask about the how to use promocode / coupon
action: na
communication :information regarding terms and condition of voucher and coupon shared to cx

issue: cx said he did not get the benefit of promocode
action: na
communication : information regarding terms and condition of voucher shared to cx

issue: cx asked about offer details
action: na
communication :information share with cx

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(Order status / OFD / UD ) :-

issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared

issue: cx want fast delivery and delivery before promise date
action: req raised
communication:assured to cx for fast delivery // DDR shared // infro shared

issue: cx want to know about the order status / order is ofd
action: req raised
communication: ask cx to wait till end of the day .. fe number shared

issue: cx want to know about the order status //order marked undelivered
action: complaint raised /FNDR filled//rescheduled delivery//address verified
communication: tat shared 24-48 hrs // ask cx to wait // cx agree

issue:order is late beyond promise date
action: req raised
communication : tat share 24-48 hs / ask cx to wait

issue:order stuck at one location
action: req raised
communication : apology done / tat share 24-48 hs / ask cx to wait

issue - RTO marked
action- request taken
communication - apology done // req to place a new order // cx agreed

issue - UD marked // status show Out of delivery area
action- complain // FNDR Not filled
communication - apology done // req to wait 24-48 // courier team NO. shared /// ask to co-ordinate // cx agreed

issue - UD marked // status show self pickup
action- complain taken / FNDR filled
communication - apology done // req to wait 24-48 // info shared // cx agreed //

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Return request case:

issue: cx want to return the product //as product is
action: return req raised
communication: infro shared // tat shared 24-48 hrs // ask cx to wait

issue: cx want to return the product // PUC not done
action: return req raised / RL panel filled
communication: 2-3 d TAT share/ infro shared /ask cx to wait

issue: cx want to return the product
action: return req raised
communication: /cx asking about order pickup as it was out for pickup // ask cx to wait//cx agree

issue: cx want to return the product
action: return req raised
communication: cx said PUC already done but not yet updated // info shared / /ask cx to wait 24-48 hrs // courier boy No.-
ask to share courier receipt if got
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Refund Cases-

issue: cx told payment deducted but order not confirmed
action: complaint forwarded
communication : Refund Tat 72 hrs shared to cx// infro shared // ask cx to wait

issue: cx ask for refund status
action: complaint forwarded
communication :refund initiated // TAT shared //

issue: cx ask for refund status / refund not initiated
action: complaint forwarded
communication :TAT shared // infro shared // ask cx to wait

issue: cx ask for refund status
action: complaint forwarded
communication :NEFT details not present / macro send and informed to cx to provide bank details / infro shared /cx agreed

issue: cx ask for refund status
action: complaint forwarded
communication : refund initiated but not yet reflected // told to cx to share bank statement as per mail send

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Cancellation Cases:

issue: cx want to cancel the order
action: req taken
communication: info shared //order is cancel

issue:cx want to cancel the order
action: req taken
communication: already cancel // infro shared

issue:cx want to cancel the order//status marked shipped
action: req taken
communication: cancellation request taken// ask to refuse at doorstep if delivery attempt // cx agree

issue:cx want to know why order order got canceled
action: req taken
communication: info shared to cx // request to cx to place a new order // apology //cx agreed

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Address change:-

issue: cx wants to change the delivery address
action: req taken
communication:so do as per cx VOC // infro shared

issue: cx wants to change the delivery address
action: req taken
communication: deny to cx as it is not in editable state // infro shared // cx agree

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issue: PDWP case
action: req taken
communication: 6 D TAT shared /apology done / infro shared ask cx to wait

issue: Empty parcel case
action: req taken
communication: 7 D TAT shared /apology done / infro shared // ask cx to wait

issue: item shipped together case
action: req taken
communication: 24-48 hrs TAT share // ask cx to wait // infro share
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issue - cx came to knew his case status
action- Log complain
communication - info shared //// TAT shared //cx agreed

issue - complain against trust play policy
action -request raised
communication - cx recievd same product same as on PDF page // no issue with product like damage/defective or different // denial given //cx agreed

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