Notes

returns

refund/replacement/exchange

lifestyle 30 days replacement/refund/exchange
large category 7 days replacement
all other returnable 10 days replacement
non returnable

if status is shipped - ask the cx to wait fr 24 hrs (tagging - wrong update provided)

if status of return is requested - either FRM or troubleshoot is pending

if status of return is cancelled - tns rvp fraud (system downtime, self serve given)

if status of return is service requested - tech visit (when tech visit will happen) if date breached, tagg under (tech visit appointment date) and share tat, if after tech visit agent updated as problm solved cx happy, then tagg (under tech visit fake update) and provide tat

taggings

STATUS CHECK:

Cx asked about status of order, status is shipped, informed cx that logistics will try to deliver the product on or before………... self serve given.

Cx was asking about the status of order, delivery date is today,  product is showing shipped/OFD, so informed the customer that logistics will try to deliver the product on or before 7 pm today………... self serve given.


REATTEMPT AND PRIORITY:

Cx was asking about product status, there was undelivered attempt, so told cx about it, also told cx about promise date: on or before:
And logistics will try to deliver the product on or before the promised date.
self serve given.

cx want priority delivery, she want product ASAP, so told logistic will always try their best to deliver your product ASAP, so told cx that logistics will try to deliver on or before……...
self serve given.

UNRESOLVED:

cx came with the same concern that was already forwarded related to the return of the product, so updated here and shared TAT(on or before …………..)
Team will try to resolve the concern on or before……...

DID:

Customer was asking about product status, whose promise date is breached, and that was delayed in delivery, so escalating this case for this, and shared TAT(on or before…………….)
And logistics will try to deliver it on or before………..
self serve given.

Cx came with same concern that was already escalated related to delay in delivery, so updated here and shared TAT(on or before)
self serve given.

RETURN:


Issue: 
Packaging confirmed: sealed/tempered.
Resolution: So ,Cx wanted to return the product, so forwarding the return request, shared TAT and packaging manner, pickup address and primary number confirmed.


REFUND:

cx was asking about refund of the product, so told that amount of rs:  was completed form seller side on ………………... and has been credited into your account within …………... but cx did not receive that amount, so told cx to contact to bank customer care with reference number,
sms send.

cx was asking about refund of the product, so told that amount of rs:   was completed form seller side on 8th Jan,2020 and will be credited back to source on or before 9th jan,20.
sms send

SERVICE CENTER:
Cx said the product is not working, having -------- days replacement policy, that is over now, but having 1 year warranty,, so told cx that you need to contact to brand to claim warranty, details shared through SMS. Also told always visit SC along with invoice of the product,, link on Yoda is not working. so mentioned here.

CANCELLATION:
Cx did not mention proper reason in the request, so forwarding the cancellation request. So told it will cancel within 48 hours, after that the return option will be highlighted, and you can raise a return request with the correct reason and told if found any issue call us back.

Wish-master denied pickup of the product, because cx did not mention correct/proper reason in the request, so forwarding cancellation request. So told it will cancel within 48 hours, after that the return option will be highlighted, and you can raise the return request with the correct reason and told if you find any issue call us back.

COD OPTION:
Cx said he is on able to place order on COD, option is not available, so told cx that this depends on seller to seller, pin-code to pin-code, or product to product etc all related information about it.
Cx agreed.

and told Gift -card amount is non-transferable, validity is 1 year and used for shopping in Flip kart.

also told if not delivered, they will try to deliver it on the next business day.

PINCODE:
Cx said his area pin-code is showing non- serviceable, so told it depends on seller to seller, pin-code to pin-code or product to product etc. all related information. cx agreed..

WRONG DELIVERY UPDATE:
Cx got a delivery confirmation message, but said the product was not delivered to him, he also confirmed it from family members, friends, etc from neighbours also, but still not received, so escalating this case and shared TAT.
Alternate number:

AMOUNT DEBITED ORDER NOT CONFIRMED:
Cx was trying to place an order, order was not confirmed but amount was debited, so told cx about:(this transaction is pending etc), so told cx to wait for 24 hours, within 24 hours either your order will be confirmed or you will get a refund notification for that. cx agreed.

Cx was trying to place an order, order was not confirmed but amount was debited, As I seen payment is showing failed, so told cx that if amount was debited, it will be credited back to source within 8 business days(as per banking process).

UNREGISTERED CALLER:
Cx was not able to confirm his pin-code/city name id, so told cx to call from a registered mobile number. cx agreed.

INSTALLATION:
Cx was asking about installation of the product, so told cx that installation will be done on or before:
address confirmed also.(use try word)