Notes
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*email id is mandate*
*account related on yoda:- iknowguideline41
if cx have not email id or number....then assign or said the cx to email at [email protected] with the id proof
*flipkart is not currently accepted international number for login into flipkart account
*instant discount:- pay after discount
*deferred cashback:- some conditions
*transfer the call
*offers
*emi
*flash sale
*specifications
*buyback with exchange
*gift card/wallet:- enquiry about gift card disturbal
*flipkart plus
*supercoins
*rewards
*2gud
*extended gurantee/CMP
Payment methods
cod to pod
cancellation:- mp cancellation tagging changed from not aware to fraud verification
dropship
order status
not serviceable:- pitch to cancel the order
KPI
external
Csat 85
Rr 82
quality 75
internal
8hrs login
shift adherence
rnr/busy:- only disposition
only opening disconnected:- suggested issues... non order ..call drop tagging
if cx told the issue and disconnected:- order related.... relevantly tagging
status check / priority delivery / delay in delivery / delay in shipping
15jan order date ...20 promise ....call 18 ...ready to ship ....shipping date 17
reattempt
ekart:- next business day reattempt 3
3pl:- next 2 business day reattempt 2
issue with cod to pod... when cx said payment deducted but in payzippy status was failed...
not aware of cancellation:- suggested issue....order related
return
1. only pickup
solved: suggested issue .... return status enquiry
2. pickup delayed
unresolved: return tab .... rvp not done
packaging manner confirmed / rvp address confirmed / tat shared
mobile:
*t/b steps are necessary
Prexo:
unresolved.....prexo valid denial
solved...prexo invalid denial
unregistered caller....cx talk about other account...nd failed to verify
blacklisting.....unresolved.....create incident....order related
account blacklisted.....solved.....suggested issue....no order
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