Notes

GURI

```````````````````````````````
𝐗𝐩𝐫𝐞𝐬𝐬𝐛𝐞𝐞𝐬: 𝟎𝟐𝟎𝟒𝟗𝟏𝟏𝟔𝟏𝟎𝟎
𝐁𝐥𝐮𝐞 𝐝𝐚𝐫𝐭: 𝟏𝟖𝟔𝟎𝟐𝟑𝟑𝟏𝟐𝟑𝟒
𝐃𝐞𝐥𝐡𝐢𝐯𝐞𝐫𝐲: 𝟏𝟐𝟒𝟔𝟕𝟏𝟗𝟓𝟎𝟎
𝐄𝐜𝐨𝐦 : 𝟖𝟑𝟕𝟔𝟖𝟖𝟖𝟖𝟖𝟖
𝐅𝐞𝐝𝐄𝐱: 𝟏𝟖𝟎𝟎𝟒𝟏𝟗𝟒𝟑𝟒𝟑
𝐆𝐚𝐭𝐢: 𝟏𝟖𝟔𝟎 𝟏𝟐𝟑 𝟒𝟐𝟖𝟒
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
CALL DROP LINK
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform
----------------------------------------------------------------------
SENIOR CALL LINK
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform?vc=0&c=0&w=1&flr=0

ESCALATION FORM
https://docs.google.com/forms/d/e/1FAIpQLSfwnYnRNRxZm0Wrr1_thU_8OT7YOWnO87ThNfokzzLabwXTng/viewform
___________________________________________________________

ATTENDANCE LINK :- http://182.75.250.82:85/

https://mindwork.place/fusion/homecha
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
˜”*°•.˜”*°• SHORT CALLS

ɪꜱꜱᴜᴇ :- ᴄᴀʟʟ ɴᴏᴛ ᴄᴏɴɴᴇᴄᴛᴇᴅ //
ᴀᴄᴛɪᴏɴ :- ꜱᴍꜱ ꜱᴇɴᴛ //
ᴄᴏᴍᴍ :- ɴᴀ //

ɪꜱꜱᴜᴇ :- ᴄx ɴᴏᴛ ʀᴇQᴜɪʀᴇᴅ ᴄᴀʟʟ ʙᴀᴄᴋ //
ᴀᴄᴛɪᴏɴ:- ᴛɪᴄᴋᴇᴛ ʀᴀɪꜱᴇᴅ
ᴄᴏᴍᴍ :- ɴᴀ

ɪꜱꜱᴜᴇ :-ɴᴏ ʀᴇꜱᴘᴏɴꜱᴇ ꜰʀᴏᴍ ᴄx ꜱɪᴅᴇ..
ᴀᴄᴛɪᴏɴ:- ᴛɪᴄᴋᴇᴛ ʀᴀɪꜱᴇᴅ
ᴄᴏᴍᴍ :- ᴄᴀʟʟ ᴅʀᴏᴘ//

ɪꜱꜱᴜᴇ :- ᴄx ɴᴏᴛ ꜱʜᴀʀᴇᴅ ᴛʜᴇ Qᴜᴇʀʏ//
ᴀᴄᴛɪᴏɴ :- ᴛɪᴄᴋᴇᴛ ʀᴀɪꜱᴇᴅ
ᴄᴏᴍᴍ :-ᴄᴀʟʟ ᴅʀᴏᴘ ʙʏ ᴄx//

ɪꜱꜱᴜᴇ :- ᴀꜱ ᴛʜᴇʀᴇ ɪꜱ ɴᴏ ʀᴇꜱᴘᴏɴꜱᴇ ꜰʀᴏᴍ ᴄx ꜱɪᴅᴇ
ᴀᴄᴛɪᴏɴ :- ᴛɪᴄᴋᴇᴛ ʀᴀɪꜱᴇᴅ //
ᴄᴏᴍᴍ:-ᴀꜰᴛᴇʀ ɢɪᴠɪɴɢ ᴡᴀʀɴɪɴɢ ᴄᴀʟʟ ᴇɴᴅᴇᴅ.//

ɪꜱꜱᴜᴇ :-ᴜɴᴀʙʟᴇ ᴛᴏ ᴜɴᴅᴇʀꜱᴛᴀɴᴅ ᴄx ᴄᴏɴᴄᴇʀɴ ᴅᴜᴇ ᴛᴏ ʟᴀɴɢᴜᴀɢᴇ ʙᴀʀʀɪᴇʀ ..
ᴀᴄᴛɪᴏɴ :- ᴛɪᴄᴋᴇᴛ ʀᴀɪꜱᴇᴅ ..ʟᴀɴɢᴜᴀɢᴇ ꜱᴇʟᴇᴄᴛᴇᴅ //
ᴄᴏᴍᴍ:-ᴀꜱᴋ ᴄx ᴛᴏ ꜱʜᴀʀᴇ ᴄᴏɴᴄᴇʀɴ ᴏɴ ʜᴇʟᴘ@ꜱɴᴀᴘᴅᴇᴀʟ.ᴄᴏᴍ //

(ᴄᴀʟʟ ᴄᴏɴɴᴇᴄᴛᴇᴅ ᴡɪᴛʜᴏᴜᴛ ʀɪɴɢɪɴɢ)

ᴡʜɪʟᴇ ᴘʀᴏᴠɪᴅɪɴɢ ɪɴꜰᴏ ᴄᴀʟʟ ᴅʀᴏᴘ ʙʏ ᴄx//

ᴄᴏᴜʀɪᴇʀ ʙᴏʏ/ᴛᴇᴀᴍ ᴄᴏɴᴛᴀᴄᴛ ꜱᴍꜱ ꜱʜᴀʀᴇᴅ ᴀꜱ ᴘᴇʀ ᴄx ʀᴇQᴜᴇꜱᴛ //

ᴄx ᴅɪᴅɴ'ᴛ ᴡᴀɴᴛ ᴛᴏ ʀᴇᴛᴜʀɴ ᴛʜᴇ ᴏʀᴅᴇʀ ..ꜰᴇᴇᴅʙᴀᴄᴋ ᴍᴇɴᴛɪᴏɴᴇᴅ // ᴀᴘᴏʟᴏɢʏ ᴅᴏɴᴇ // ɪɴꜰᴏ ꜱʜᴀʀᴇᴅ //

call drop by cx while on hold //

CX WANT SENIOR CALL BACK || FORM FILLED ||


•°*”˜.•°*”˜
******************************************
ISSUE :-
ACTION :-
COMM :-

ISSUE :- cx call to change mail ID
ACTION :- ticket raised..//
COMM :- ask cx to create new account info shared ..//

ISSUE :- cx call to change the address
ACTION :- address changed..//
COMM :- info shared to cx//cx agree ..//

ISSUE :- cx call to know info on order
ACTION :- ticket raised..//
COMM:- details shared to cx ..//

ISSUE :-cx want to know order status // order pending for verification//
ACTION :-complain raised//
COMM:-TAT 24 hrs shared for get order verified//info shared//

ISSUE :- cx call to know about fraud call Lucky draw call / Scam received ..// cx reported refund fraud issue via anydesk/remote// fraudster details - (XXX) // amt debited from cx acc - yes/no (XXX)
ACTION:- information captured ..// macro sent ..//
COMM :-informed cx that its fraud call//ask cx to not share any of personal details .. cx agree //

ISSUE :- Cx call to know status .. Order shipped together ..//
ACTION :- complain taken//
COMM :-ask cx to wait 24-48 hrs for refund //info shared cx agree //

ISSUE:-cx call to know delivery details//previously UD//same day OFD
ACTION :- address confirmed..//
COMM:-ask cx to wait till EOD//info shared//cx agree//

ISSUE :- cx receive empty parcel
ACTION:- complain raised ..// macro sent
COMM :-ask cx to share UT form//TAT shared 7 days//info shared//

ISSUE :-cx call to know delivery details ..// Its UD (ODA)
ACTION :-ticket raised
COMM :-ask to coordinated with courier partner//guide for self pickup//apology done//info shared//cx agree .//

ISSUE :- cx want to know delivery details //
ACTION:- delay dispatch SMS sent ..//
COMM :- DDR shared //info shared //cx agree..//

ISSUE :- cx call to know delivery details // Order Stuck .. //
ACTION :- complain raised..// Delay dispatch SMS sent .//
COMM :- Ask cx to wait 24-48 hrs ..// DDR shared ..//

ISSUE :- cx call to know delivery details PDWP ||
ACTION :- complain raised ||
COMM :- ask cx to wait for 24-48 hrs ||info shared ||
As order was COD // apology done // ask cx to reorder product//

ISSUE :- cx call to know delivery details PDWP (POD Denial) ..//
ACTION :- complain raised..//
COMM :- ask cx to wait for 7-10 W days ..// info shared ..//

ISSUE :- Cx call to know delivery details ..//
ACTION :- Courier boy contact SMS sent ..
COMM :-Its OFD ..// ask cx to wait Till end of the day ..//

ISSUE :- cx want to know delivery details//cx want faster delivery//
ACTION :-delay dispatch SMS sent//specific request taken//
COMM :- DDR shared//info shared//cx agree..//

ISSUE :- cx call to know delivery details ..// Its UD
ACTION :- delivery rescheduled//FNDR filled//address confirmed//
COMM :- ask cx to wait 24-48 hrs //info shared//cx agree .//

ISSUE :- cx call to know about product details ..//
ACTION :- complain raised..//
COMM :- price details//product details//info shared//cx agree//

ISSUE :-cx told payment deducted but order not confirmed//
ACTION :- complain raised .//
COMM :- TAT shared 72 hrs ..// Info shared .. cx agree ..//

ISSUE :- cx call to know delivery details ..// order late beyond ..//
ACTION :- complain raised..//
COMM :-ask cx to wait//assured ASAP delivery//cx agree.//
order not dispatched yet //ask cx to wait 24-48 hrs for update //

ISSUE :- Price difference in order //
ACTION :- ticket raised ..//
COMM :- ask cx to share snapshot of both prices on [email protected]..// TAT shared 24-48 hrs for update //

ISSUE :- Cx wants pay online , Place the order by COD //
ACTION :- Complaint taken //
COMM :- Info given // Cx Agree // Guide to cx Coordinate with Dp if he accepted online payment otherwise pay cash only //

ISSUE :- Cx have an issue in Price //
ACTION :- Complaint Raise //
COMM :- Guide to cx please accept the order after that team will return extra amount in snap-deal case after delivery //


ISSUE:-cx call to know delivery details// same day OFD after 6 pm.
ACTION :- address confirmed..// Courier boy contact SMS sent ..
COMM:-ask cx to wait till EOD//info shared//cx agree// otherwise wait 24-48 hrs Next update //


---------------------------------------
PICKUP

ISSUE :-cx want pickup info PUC done ..//
ACTION :- complain raised ..//
COMM :-TAT shared for PUC-RPR-QC.// info shared..//

---------------------------------------------------------

ISSUE :-cx want pickup info PUC done (APUC) ..//
ACTION :- complain raised ..// RL filled
COMM :-TAT shared 72 hrs // info shared..//
=============================================
PICKUP DATE -
FE NO -
PICKUP BY -
PICKUP RECEIPT -
-------------------------------------------------------

ISSUE :- cx call to know pickup details .. PUC not done ..//
ACTION :- RL filled .. Macro sent pickup rescheduled..//
COMM :- ask cx to wait 2-3 days..// info shared ..//

ISSUE :- cx call to know Pickup details ..//
ACTION :- complain taken ..//
COMM :-ask cx to wait till end of the day//Out for pickup //info shared.//

ISSUE :- cx returned order manually ..// courier receipt recvd
ACTION :- EOD filled ..//
COMM :- ask cx to wait 24-48 hrs for update.// info shared// cx agree //


ISSUE :- cx call to know pickup details .. PUC not done ..// cx didn't wants pick up
ACTION :- RL filled for pick up not required ..
COMM :- ask cx to denial if pick up partner will come for pick up .// info shared ..// cx agree //

----------------------------------
REFUND
ISSUE :- refund related issue ..//
ACTION :-complaint raised .//
COMM :-NEFT on hold //TAT 5 W Days shared ..//

ISSUE :- cx call to know about refund details ..//
ACTION :- complain raised..//
COMM:-refund initiated but not reflected TAT shared //

ISSUE :- cx call to know about refund details ..//
ACTION:- complain raised..//
COMM :-refund initiated not reflected TAT breached //ask cx to share bank statement ..//

ISSUE :- cx call to refund for the order // refund not initiated //
ACTION :- complain taken ..// MACRO sent ..//
COMM :-ask cx to share NEFT details//TAT 24-48 hrs share// info shared to cx//
----------------------------------------
CANCELLATION
ISSUE :- cx call to cancel the order//REASON :-
ACTION :- complain raised ..//
COMM :- order cancelled.. info shared ..//

ISSUE :- Cx call to cancel the order // REASON :-
ACTION :- complain raised ..//
COMM:- ask cx to refuse at door step as order shipped..//

ISSUE :- cx call to cancel the order ..//
ACTION :- complain raised..//
COMM :- Order already cancelled ..// info shared ..//

ISSUE :- Cx call to know cancellation reason ..//
ACTION :- complain raised..//
COMM :- ask cx to reorder ..// info shared ..//

--------------------------------------------
RETURN
ISSUE :- cx call to return the order ..//
ACTION :- complain raised // macro shared
COMM :- ask cx to return order manually // info shared //

ISSUE :- cx call to return the order//
ACTION :- complain raised //
COMM :- RPI denied // denial given // info shared //

ISSUE :- Cx call to return the order//REASON :-
ACTION :- complain raised..// RPI initiated ..//
COMM :- TAT 48 hrs shared for Pickup//info shared//cx agree//

ISSUE :- Cx call to return the order //REASON :-
ACTION :- complain raised..// RPI not initiated ..//
COMM :-TAT 24 hrs for Pickup//info shared// cx agree //

ISSUE :- Cx call to return the order
ACTION :-complain raised //
COMM :-CATP // denial given ..//

ISSUE :- cx call to return the order //
ACTION :- complain taken ..// MACRO sent ..//
COMM:-ask cx to share images //TAT 24-48 hrs shared //

ISSUE :-WRONG PRODUCT DELIVERED ..//
ACTION :- COMPLAIN RAISED //SMS SHARED //
COMM :-GUIDE FOR SELF SERVE//APOLOGY DONE//INFO SHARED//CX AGREE//

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