Notes

ISSUE--PDWP
ACTION--COMPLAINT RAISED // TAT SHARED 6 DAYS
COMM--CX SAID THAT STATUS SHOWED DELIVER BUT HE DID'NT RECEIVED // FELT SORRY //ASKED TO WAIT FOR POD //TAT SHARED 6 DAYS // CX AGREED

ISSUE-LATE BEYOND PROMISED DATE
ACTION-RAISED COMPLAINT/
COMM-FELT SORRY//ASSURED CX THAT WILL TRY OUR BEST TO DELIVER PRODUCT ASAP

ISSUE-COURIER STUCK AT ONE PLACE
ACTION-COMPLAINT RAISED COURIER STUCK AT ONE PLACE
COMM-FELT SORRY TO CX//ASSURED CX WILL TRY OUR BEST TO DELIVER PRODUCT ASAP//CX SATISFIED

ISSUE-Want to know delivery details
ACTION-Told that product is OUT FOR DELIVERY
COMM-cx want delivery update // asked that OFD // Please wait till 6 PM // cx satisfied

ISSUE--Cx asked about pickup
ACTION--apology done // told that out for pickup
Communication--cx want to know about pickup // OFP // asked to wait till end of the day // CX agreed


ISSUE-REFUND NOT RECEIVED
ACTION-RAISED COMPLAINT
COMM-ASKED TO WAIT FOR 24/48 HRS//CX SATISFIED


ISSUE : Cx want urgent delivery
ACTION : Request taken as specific delivery
COMMUNICATION : Cx want urgent delivery before promised dates // Request taken // Assured will try our best to deliver asap on specific dates


ISSUE: Cx want to know delivery details
ACTION : delivery date range shared // assurity given
COMMUNICATION : Cx asked about delivery // Informed that we will try to deliver the order ASAP within PDD //Tracking details shared// Customer satisfied


ISSUE :- Customer want to know about refund status
Action taken : Macro sent for NEFT details
Communication : Asked to share NEFT details // Macro shared // TAT given // Customer agreed


ISSUE : CX NEED ASSISTANCE TO PLACE ORDER
ACTION : INFO SHARED ASSISTANCE GIVEN
COMMUNICATION : CX NEED ASSISTANCE TO PLACE ORDER INFO SHARED ASSURED FOR TIMELY DELIVERY


ISSUE : CUSTOMER RECEIVED A FRAUD CALL
ACTION : DETAILS CAPTURED
COMMUNICATION : ASK TO NOT TO SHARE PERSONAL AND ACCOUNT DETAILS // CUSTOMER AGREED


ISSUE : CUSTOMER WANT TO KNOW ABOUT PRODUCT DELIVERY STATUS
ACTION : STATUS IS RTO
COMMUNICATION : INFO GIVEN THAT PRODUCT IS RETURNED TO SELLER ASK TO PLACE NEW ORDER CUSTOMER AGREED


ISSUE: CUSTOMER WANT TO KNOW ABOUT COMPLAINT STATUS
ACTION : TAT SHARED
COMMUNICATION :- TAT SHARED ASK TO WAIT CUSTOMER AGREED


ISSUE :Refund not received
ACTION :Asked to coordinate with bank // UTR shared
Communication :Cx did not received refund // refund already initiated // so asked to check with bank // req. to share bank statement in case refund not reflected in given time // cx agreed

ISSUE :- Cx want to return the product
ACTION :- Complaint raised // tat shared 2-3 days
Communication : Cx want to return the product // apology done // relevant info and TAT shared // customer agreed

ISSUE :- Cx want to return the product
ACTION :- CATP // denial given
Communication : Cx want to return the product // apology done //CATP // deny to take complaint // relevant info shared // customer agreed

Issue : Cx want to know about pickup
ACTION :Pickup rescheduled // RL panel filled // TAT shared 2-3 days
Communication : Cx want to know about pickup // pickup not done yet // RL panel filled info shared// asked to wait // cx agreed

ISSUE :- Cx want to know about product delivery
ACTION :-UD marked // FNDR filled
Communication :- Cx want delivery details // Apology done // delivery rescheduled // Assured will try to deliver ASAP // cx agreed

ISSUE : Cx want info about product and price
ACTION : Product related info shared // as per PDP
Communication : Cx called for product information and price // info shared as per PDP // cx agreed

ISSUE :-Customer want to cancel the order
ACTION :-Cancelled on customer request
Communication :- Cx want to cancel order // Cancelled from here // Cust satisfied

ISSUE : Cx want to cancel the order
ACTION :- I am not able to cancel // request taken
COMMUNICATION : Cx want to cancel the order // request taken // Informed to refuse at doorstep if delivery attempted

ISSUE : CX HAS QUERY RELATED TO PRODUCT
ACTION : PRODUCT RELATED INFO SHARED
COMMUNICATION : CX CALLED FOR PRODUCT INFORMATION INFO SHARED CX AGREED

ISSUE : CX WANT TO KNOW THE PRICE BREAKUP OF THE PRODUCT
ACTION : INFO SHARED ABOUT THE PRODUCT PRICE
COMMUNICATION : CX WANT TO KNOW THE PRICE OF THE PRODUCT INFO SHARED ASK TO PLACE PREPAID ORDERS IN ORDER TO AVOID DISPATCH CHARGES CX AGREED

ISSUE : CX WANT TO KNOW ABOUT THE PROMO CODE
ACTION : INFO SHARED
COMMUNICATION : CX WANT TO KNOW ABOUT THE PROMO CODE INFO SHARED THAT DEPEND ON PRODUCT VALUE CX AGREED

ISSUE :- CX ORDER HAS BEEN PICKED UP BUT NO UPDATE YET
ACTION :- ORDER PICKED UP // RL PANEL UPDATED
COMMUNICATION :- CX WANT TO KNOW ABOUT PICKUP STATUS AND REFUND // PICKED UP FILLED // ASK TO WAIT // TAT SHARED // CX AGREED


ISSUE- REFUND NOT RECEIVED AS PAYMENT DEDUCTED
ACTION TAKEN-COMPLAINT TAKEN // ASKED TO WAIT FOR AUTO REVERSAL 72 TO 96 HOURS
COMMUNICATION- CX WANT TO KNOW THE PAYMENT STATUS // ASK TO WAIT FOR AUTO REVERSAL CX AGREED

ISSUE : CX CALL FOR PRODUCT INFORMATION
ACTION : NA
COMMUNICATION : INCOMPLETE QUERY CALL DROP LANGUAGE BARRIER

ISSUE : CX CALL FOR PRODUCT INFORMATION
ACTION : NA
COMMUNICATION : CX DO NOT HAVE THE PROPER ORDER DETAILS

ISSUE-CHANGE RETURN
ACTION-CHANGED FROM REPLACEMENT TO RETURN//ALSO SENT MACRO FOR NEFT
COMM-CX WANT TO CHANGE RETURN//CHANGED ALSO ASKED TO SHARE BANK DETAILS

Issue-- address change
Action taken-- info shared
Communication-- cx want to chnage delivery address // can't change address after MFG // suggested to cancel the order and place a new order on correct address // but cx don't want to cancel // info shared / cx agreed

ISSUE :-One product is missing- shipped together case
ACTION :-Complaint raised // tat shared 24-48 hrs
COMMUNICATION :cx received only one product // apology done // tat shared 24-48 hrs // cx agreed