Notes

OTHERS..................................................................................

issue:-
action :-
communication:-

issue:-Call didn't connect to cx//
action :- cmb msg sent
communication:-N/A

issue:-N/A
action :-N/A
communication:-cx didn't required callback.

issue:-cx not using hindi/eng
action :-N/A
communication:-ask to cx pls share your concern on [email protected]

issue:-no response from cx// call disconnected after warnings//
action :-N/A
communication:-N/A

issue:-no response from cx// call disconnected by cx
action :-N/A
communication:-N/A

issue:-cx want to change delivery address
action :- address updated//
communication:-detail shared with cx//so do as per cx VOC //cx agree

issue:- "Lucky draw call received by customer"
action :- macro shared
communication:-cx informed about the fraud call and SMS and letter regarding fake lucky draw contest //
infomation shared to cx and ask not to share any confidential details // cx agree

issue:- "cx reported refund fraud by app download"
action :- macro shared
communication:-cx informed about the fraud call and SMS and letter regarding fake lucky draw contest //
infomation shared to cx and ask not to share any confidential details // cx agree

ORDER STATUS...............................................................................

issue:- cx asked about the order status /
action :- na
communication:- dispatched date & DDR shared // cx agree

issue:- cx asked about the order status /
action :- dispatch sms sent
communication:- dispatched date & DDR shared // cx agree

issue:-cx want delivery before promise date 11th march
action :- date capture
communication:- assured to cx for fast delivery // DDR shared //cx agree

issue:-pending for verification
action :-N/A
communication:-as to cx pls wait 24rs for ivr verification call// cx agree

issue:-order late beyond case
action :-N/A
communication:- today is last delivery date but status not out for delivery//tat shared 24-48 hrs for update //
apology done// ask cx to wait // cx agree //

issue:-order late beyond case
action :-ic changed
communication:- today is last delivery date and red flag shows//tat shared 24-48 hrs //
apology done// ask cx to wait // cx agree //

issue:-order late beyond case /dispatch date breached
action :-N/A
communication:- tat shared 24-48 hrs for update //apology done// ask cx to wait // cx agree //

UD .................................................................................

issue:- cx wants to know about delivery status
action :- UD AI// FNDR filled //address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree

issue:-cx wants to know about order status//RTO case
action :- N/A
communication:-detail shared rto marked// ask to cx pls place new order // apology done//cx agree//
wrong remarks mention by courier team//

issue:-cx wants to know about order status and refund//
action :-complaint taken
communication:-detail shared rto marked// ask to cx pls place new order // apology done//
cx wants to know about refund ask to cx pls wait 24-48hrs for update and amount will be reflect with in 5bd after initiate// cx agree

issue:-cx wants to know about order status
action :-N/A
communication:- detail shared that order stuck at one location /complaint taken//TAT shared 24-48hrs // apology done /cx agree

OFD............................................

issue:- cx asked about delivery status //
action :- courier team no.shared with cx//
communication:- Same day OFD //ask to cx pls wait till end of the day// cx agree

issue:- PDWP case
action :- complaint taken
communication:-ask to cx pls wait 6 days//apology done//cx agree

issue:- cx asked about delivery status //UD AI
action :- address confirmeD and updated//FNDR filled
communication:- TAT shared 24-48hrs//cx agree

issue:- PDWP case
action :-compliant taken
communication:-TAT shared 6 days /apology done/cx agree

CANCELATTION................................................................................

issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status shipped//ask to cx pls refuse if delivery attempt//cx agree

issue:-cx wants to cancel product due to cx not able to pickup the product
action :- complaint taken
communication:-ask to cx pls wait 24-48hrs for update about refund// detail shared that cancellation in progress//cx agree

issue:-cx wants to cancel product due to order placed by mistake
action :- complaint taken
communication:-ask to cx pls wait 24-48hrs for update //order cancelled//

issue:-cx wants to cancel product due to size
action :- N/A
communication: detail shared that product already cancelled// cx agree

issue:-cx want to know the reason of order cancellation
action :- tagging done
communication:- info shared to cx due to some technical error// request to cx to place a new order // cx agree

issue:-cx wants to cancel product due to cx late promise date and UD AI case
action :- complaint taken// FNDR filled
communication:-ask to cx pls refuse if delivery attempt//cx agree

issue:-cx call to cancel the order due to promise date too late//
action :-complaint taken
communication:-status show shipped//ask to cx pls refuse if delivery attempt
and also tat shared after refuse by cx and cancellation mark in 6bd and refund initiate in 24-48hrs// cx agree

issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status OFD//ask to cx pls refuse if delivery attempt//cx agree
REFUND....................................................................................


issue:- cx wants to know about refund//
action :- compaint taken//tat breached// macro shared
communication:- detail shared refund already initiated but cx didn't receive//
ask to cx pls coordinate with bank and share bank account statement//



ask to cx pls wait for 24-48hrs for update//cx agree

issue:-cx wants to knw about refund
action :-N/A
communication:-detail shared that refund already initiated and will be reflect with in bd //cx agree

issue:-cx wants to know about refund//
action :-macro sent//
communication:-ask to cx pls share bank details// macro sent//
and also detail shared after bank detail shared refund initiate in 24hrs and reflect in 2hrs//cx agree

issue:-cx ask for refund status
action :-
communication:-

issue:-payment deducted but order not confirmed//
action :- N/A
communication:-ask to cx pls wait 72 hrs for auto reverse// cx agree

issue:-cx wants to know about refund//
action :-N/A
communication:-detail shared about cip//ask to cx pls wait 24-48hrs for update//cx agree



RETURN/REPLACEMENT..............................................................................................

issue:-cx want to return against trust pay policy
action :-complaint taken
communication:- deny to cx due to cx does not have valid reason

issue:-cx want to return due to cx received different bed sheet color
action :-complaint taken
communication:- TAT shared 24-48hrs for pickup confirmation//cx agree

issue:-cx want to replace the order due to cx received different bed sheet color
action :-complaint taken
communication:- TAT shared 24-48hrs for pickup confirmation//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//
and also detail shared about that original packing is mandatory//cx agree

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about replacement// and detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs replacement will be process with in 4-7wd//
and also detail shared about that original packing is mandatory//cx agree




issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage selected
communication:- ask to cx pls wait 24-48hrs for update//cx agree

issue:-empty parcel case
action :- macro shared for UT form
communication:-detail shared with cx about UT form and tat shared 7 days after receiving UT form//cx agree

issue:-cx ask for refund status//puc done//
action :-rl panel filled//
communication:-ask to cx pls wait 24-48hrs for update//
and also detail shared that after initiate refund will be reflect with in 5 bd//cx agree

issue:-cx ask for refund status//puc done 8th march
action :-info shared
communication:-detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs refund will be process //cx agree

issue:-cx wants to know about puc
action :-N/A
communication:-detail shared today is out for pickup // ask to cx wait for today//
and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//



and also detail shared about that original packing is mandatory//cx agree

issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage already selected
communication:- ask to cx pls wait 24-48hrs for update//cx agree
cx didn't receive courier receipt
FE no. 9414919975
pickup boy name Deepak Goswami





product info.............................................................................


issue:-cx wants to know about how to connect watch with smartphone
action :-N/A
communication:-detail shared with cx that via bluetooth//cx agree

issue:-cx told he did not get benefit of 200rs promocode
action :-N/A
communication:-information regarding terms and condition of voucher shared to cx // cx agree

issue:-cx wants to know about other products//
action :- N/A
communication:-ask to cx pls visit on snapdeal app or web site//cx agree

issue:-cx asked about details of product and price
action :-N/A
communication:-information
shared with cx about price and payment mode //cx agree

Issue – Query about an product
Action Taken – N/A
Communication –how to use the product info not avail in prdct dscptn so i reqest to cx contact with doctor or to check product manual//
info shared//cx agree/

issue:-cx want to change payment mode
action :-N/A
communication:-deny to cx politely//ask to cx pls coordinate with courier partner// cx agree


http://172.16.201.107:8080/agent-dashboard/ob.php
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Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
------------------------------------------------------------------
issue: N/A
action: na
communication: (1) language barrier
(2) cx didn't required callback.
(3) no response from cx side - call drop by cx
(3) As there is no response from cx side hence after giving warning call disconnected from this end.
-------------------------------------------------------------------
Fraud call:

issue: cx informed about the fraud call and SMS regarding fake lucky draw contest
action: na
communication: infomation shared to cx and ask not to share any confidential details // cx agree
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Product info.

issue: cx asked about details of product and price
action: n/a
communication: information shared with cx

issue: cx want to know about the return policy
action: na
communication: information shared to cx about terms and condition regarding 7 days return policy

issue: cx ask about the originality of the product
action: na
communication: told to cx that assured products will be deliver to cx from assured sellers

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Offer details:-

issue: cx ask about the how to use promocode
action: na
communication :information regarding terms and condition of voucher shared to cx

issue: cx told he did not get benefit of promocode
action: na
communication : information regarding terms and condition of voucher shared to cx

issue: cx asked about offer details
action: na
communication :information share with cx


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(Order status / OFD / UD ) :-

issue: cx want to know about the order status
action: na
communication: delivery date shared //ddr shared

issue: cx want delivery before promise date
action: req raised
communication:assured to cx for fast delivery // DDR shared // infro shared

issue: cx want to know about the order status / order is ofd
action: req raised
communication: ask cx to wait till end of the day .. fe number shared

issue: cx want to know about the order status //order marked undelivered



action: complaint raised /FNDR filled//rescheduled delivery//address verified
communication: tat shared 24-48 hrs // ask cx to wait // cx agree

issue:order is late beyond promise date
action: req raised
communication : tat share 24-48 hs / ask cx to wait

issue:order stuck at one location
action: req raised
communication : apology done / tat share 24-48 hs / ask cx to wait

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Return request case:

issue: cx want to return the product //as product is
action: return req raised
communication: infro shared // tat shared 24-48 hrs // ask cx to wait


issue: cx want to return the product // PUC not done
action: return req raised / RL panel filled
communication: 2-3 d TAT share/ infro shared /ask cx to wait

issue: cx want to return the product
action: return req raised
communication: /cx asking about order pickup as it was out for pickup // ask cx to wait//cx agree

issue: cx want to return the product
action: return req raised
communication: cx said PUC already done but not yet updated // infro shared / ask cx to wait 24-48 hrs
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Refund Cases-

issue: cx told payment deducted but order not confirmed
action:complaint forwarded
communication : Refund Tat 72 hrs shared to cx// infro shared // ask cx to wait

issue: cx ask for refund status
action: complaint forwarded
communication :refund initiated // TAT shared

issue: cx ask for refund status / refund not initiated
action: complaint forwarded
communication :TAT shared // infro shared // ask cx to wait

issue: cx ask for refund status
action: complaint forwarded
communication :NEFT details not present / macro send and informed to cx to provide bank details / infro shared

issue: cx ask for refund status
action: complaint forwarded
communication : refund initiated but not yet reflected // told to cx to share bank statement as per mail send
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Cancellation Cases:

issue: cx want to cancel the order
action: req taken
communication: info shared //order is cancel

issue:cx want to cancel the order
action: req taken
communication: already cancel // infro shared

issue:cx want to cancel the order//status marked shipped
action: req taken
communication: cancellation request taken// ask to refuse at doorstep if delivery attempt // cx agree

issue:cx want to know the reason of order cancellation
action: req taken
communication: info shared to cx // request to cx to place a new order

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Address change:-

issue: cx wants to change the delivery address
action: req taken
communication:so do as per cx VOC // infro shared

issue: cx wants to change the delivery address
action: req taken
communication: deny to cx as it is not in editable state // infro shared // cx agree

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issue: PDWP case
action: req taken
communication: 6 D TAT shared /apology done / infro shared ask cx to wait

issue: Empty parcel case
action: req taken
communication: 7 D TAT shared /apology done / infro shared // ask cx to wait

issue: item shipped together case
action: req taken
communication: 24-48 hrs TAT share // ask cx to wait // infro share