Notes

Calls Not Connected -

Call Me Experiment //Call didn't connect to Customer SMS send //
CMN-ID_11423_akanksha

Call Me Experiment //Customer didn't required callback.//
CMN-ID_11423_akanksha

call me experiment // cx request for call back by mistake
CMN-ID_11423_akanksha

call me experiment // cx drop call //
CMN-ID_11423_akanksha

call me experiment// cx didn't responded after 3 warnings call disconnect //
CMN-ID_11423_akanksha

call me experiment //cx don't use Hindi /English //asked to drop e-mail for help //
CMN-ID_11423_akanksha

call me experiment//connection issues//hearing own voice//call disconnected after three warnings
akanksha@11423

call me experiment//cx disconnected call without answering//after opening//
akanksha@11423
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PRODUCT DETAILS -
Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared
Communication - Information given // customer satisfied //
akanksha@11423



_____________________________________________________________________________________

Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //
Communication - Information given // customer satisfied //
akanksha@11423
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Issue - Customer wants to change delivery address //
Action- Did as per customer VOC // MFG not generated //
Communication - Information given // customer satisfied //
akanksha@11423
___________________________________________________________________________________________________________________________

DELIVERY DETAILS-
Issue - Customer ask about delivery details(ddr)
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //
akanksha@11423
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Issue - Customer ask about delivery details
Action - Customer wants delivery before Promise date // assured to customer for fast delivery // ddr shared // Specific Delivery Request raised //
Communication - Information given // customer satisfied //
akanksha@11423



_________________________________________________________________________________________________________

Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________

Issue - Customer ask about delivery details (UD)
Action - UD mark // FNDR filled // apology done // address verified // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________

Issue - Customer ask about delivery details (UD_Same Day OFD)
Action - undelivered on previously // Same day OFD // apology done // address verified // // ask to wait //
Communication - Information given // customer satisfied //
akanksha@11423



_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (UD_OFDA)
Action - UD mark Out of Delivery Area // FNDR not filled // // ask Customer to coordinate with courier partner for self pickup //
Communication - Information given // customer satisfied //
akanskha@11423
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Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done //pod not shared// ask to wait // tat shared 6 days //
Communication - Information given // customer satisfied //
akanskha@11423
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Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
akanksha@11423
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Issue - Customer ask about delivery details (OFD)
Action - Courier partner number shared // Tat shared till end of day // courier partner shared //
Communication - Information given // customer satisfied //
akanksha@11423



_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (delay dispatch)
Action - Order not dispatched // tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
akanksha@11423
__________________________________________________________________________________________________________________________________

PICKUP -
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 72 hours //
Communication - Information given // customer satisfied //
akanksha@11423


issue-cx want to know pickup status//manual pickup
action-macro shared//manual explained
communication-info shared//cx agreed
akanksha@11423


_________________________________________________________________________________________________________
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
replacement status
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //
___________________________________________________________________________________________________________________________________
CANCELLATIONS -
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order //
Action - asked to place fresh order // apology done //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order (Shipped)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
akanksha@11423
__________________________________________________________________________________________________________________________________
RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //rpi not initiated
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________

_________________________________________________________________________________________________________
Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issue - empty parcel case
Action- complaint taken // tat shared 7 days //macro shared
Communication - Information given // customer satisfied /
akanksha@11423

Issue - empty parcel case
Action- complaint taken // told to share the undertaking form //macro shared
Communication - Information given // customer satisfied /
akanksha@11423



_________________________________________________________________________________________________________
Issue -one more item shipped together case
Action- complaint taken // tat shared 24-48 hours //
Communication - Information given // customer satisfied //
akanksha@11423
____________________________________________________________________________________________________________________________________

REFUND -
Issue - Customer asked about refund status//refund not initiated yet
Action - INf given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issue - Customer asked about refund status
Action - NEFT details not present // asked to share neft details // Mail shared // inf given //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected // tat shared 5 /7-10 BS days // Asked to share bank account statements // Mail shared //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
akanksha@11423
_________________________________________________________________________________________________________
Issues - customer wanted to know about trust pay policy
Action- inf shared to customer about terms and conditions regarding 7 days return policy //
Communication - Information given // customer satisfied //
akanksha@11423
_______________________________________________________________________________________________________________________________

FRAUD CALL -
Issue - "𝙇𝙪𝙘𝙠𝙮 𝙙𝙧𝙖𝙬 𝙘𝙖𝙡𝙡 𝙧𝙚𝙘𝙚𝙞𝙫𝙚𝙙 𝙗𝙮 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧"
Action - Satisfied customer that call was not from our side //macro shared// asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //
akanksha@11423


FRAUD CALL -
App download case -
Issue -"𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙧𝙚𝙥𝙤𝙧𝙩𝙚𝙙 𝙍𝙚𝙛𝙪𝙣𝙙 𝙁𝙧𝙖𝙪𝙙 𝙗𝙮 𝘼𝙥𝙥 𝙙𝙤𝙬𝙣𝙡𝙤𝙖𝙙 "
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //
akanksha@11423

issue-cx wanted info about the promocode and offers
action-info shared
communication-info shared//cx agreed
akanksha@11423


issue-cx wanted to get the order verified
action-info shared
communication-24 hours tat shared//cx agreed
11423@akanksha