Notes

DASHBOARD:
http://172.16.201.107:8080/agent-dashboard/ob.php
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CALL DROP LINK: https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform
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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 //
CMN-ID_11553_NAMITA
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Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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DELIVERY DETAILS-
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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Issue - Customer ask about delivery details (UD_Same Day OFD)
Action - undelivered on previously // Same day OFD // apology done // FNDR not FILLED // // ask to wait //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issue - Customer ask about delivery details (UD_OFDA)
Action - UD mark Out of Delivery Area // FNDR not filled // tat shared 24-48 hrs // ask Customer to coordinate with courier partner for self pickup //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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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 24-48 hours //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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PICKUP -
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 2-3 days //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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replacement status
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issue - Customer want to cancel his order (Shipped)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issue - Customer wants to Replace the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issue - empty parcel case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied /
CMN-ID_11553_NAMITA
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Issue - item shipped together case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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REFUND -
Issue - Customer asked about refund status
Action - INf given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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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 //
CMN-ID_11553_NAMITA
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Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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Issues - customer wanted to know about the return policy
Action- inf shared to customer about terms and conditions regarding 7 days return policy //
Communication - Information given // customer satisfied //
CMN-ID_11553_NAMITA
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FRAUD CALL -
Issue - Customer asking about a fraud call / SMS / Courier
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 //
CMN-ID_11553_NAMITA
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issue- call not connect
action- sms send
communication- N/A
CMN-ID_11553_NAMITA
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issue- cx didn't required callback
action- N/A
communication-
CMN-ID_11553_NAMITA
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issue- cx want to know delivery details//
action- info shared//
communication- ask cx to wait for delivery// cx agree
CMN-ID_11553_NAMITA
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issue- cx want to know delivery details// order is late beyond promise date
action- info shared// order breached
communication- ask cx to wait for 24-48 hrs// cx agree
CMN-ID_11553_NAMITA
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issue- cx want to know delivery details // ud mark
action-FNDR filled // tat shared 24-48 hrs // address confirmed
communication- delivery rescheduled//cx agree
CMN-ID_11553_NAMITA
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issue- cx asking about order pickup
action- RL filled // tat shared 2-3 days //
communication- pickup rescheduled//cx agree
CMN-ID_11553_NAMITA
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issue- cx wants to replace the order
action- complain taken //
communication- apology done// info shared // tat shared 24-48 hrs// cx agree
CMN-ID_11553_NAMITA
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issue- cx wants to return the order
action- complain taken //RPI not initiate on call
communication- apology done// info shared// tat shared 24-48 hrs// cx agree
CMN-ID_11553_NAMITA
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issue- cx want to know why was my order cancel
action- given info // ask cx to place fresh order
communication- apology done // cx agree
CMN-ID_11553_NAMITA
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issue- cx want to cancel his order
action- complain taken //order cancelled //
communication- info shared // cx agree
CMN-ID_11553_NAMITA
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issue- cx want to cancel his order
action- order shipped // ask cx to refuse at door
communication- info shared // cx agree
CMN-ID_11553_NAMITA
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issue- cx asked about refund status
action- apology done // info shared
communication- tat shared 24-48 hrs // cx agree
CMN-ID_11553_NAMITA
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issue- cx ask about delivery details
action- Same day OFD // ask to wait // courier boy number shared
communication- info shared // cx agree
CMN-ID_11553_NAMITA
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issue- cx ask about delivery details
action- Order not dispatched // complaint taken
communication- apology done // tat shared 24-48 hrs // ask to wait // cx agree
CMN-ID_11553_NAMITA
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issue- cx not using English & Hindi
action- N/A
communication- ask cx to raise concern on help@snapdeal .com
CMN-ID_11553_NAMITA
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issue- call drop by cx
action- N/A
communication- N/A
CMN-ID_11553_NAMITA
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issue- cx didn't received order but status shows delivered
action- apology done //pod not shared// complaint taken
communication- ask to wait // tat shared 24-48 hours //cx agree
CMN-ID_11553_NAMITA
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issue- cx ask about delivery details
action- item stuck case // apology done // complaint taken
communication- tat shared 24-48 hrs // ask to wait // cx agree
CMN-ID_11553_NAMITA
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issue- cx ask about delivery details // UD mark Out of Delivery Area
action- complaint taken // info shared // address confirmed
communication- FNDR not filled // tat shared 24-48 hrs // ask cx to coordinate with courier partner for self pickup //cx agree
CMN-ID_11553_NAMITA
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issue- cx ask about delivery details //undelivered on previously
action- apology done // info shared // address confirmed
communication- Same day OFD // ask to wait // cx agree
CMN-ID_11553_NAMITA
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issue- call drop by cx and cx not responding on call
action- N/A
communication-
CMN-ID_11553_NAMITA
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issue- cx asked about replacement status
action- PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs
communication- ask to wait .// cx agree
CMN-ID_11553_NAMITA
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issue- cx called to update or delete the account details
action- info shared
communication- cx agree
CMN-ID_11553_NAMITA
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issue- cx receive fraud call
action- complaint taken // mail shared
communication- cx informed about the fraud call and SMS regarding fake lucky draw contest // information shared to cx and ask not to share any confidential details // cx agree
CMN-ID_11553_NAMITA
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issue- cx asking about order pickup
action- info shared
communication- as it was out for pickup // ask cx to wait// cx agree
CMN-ID_11553_NAMITA
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issue-
action- N/A
communication- As there is no response from cx side hence after giving warning call disconnected from this end.
CMN-ID_11553_NAMITA
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issue-
action-
communication- Cx is using the abusive language so after giving warning call disconnected.
CMN-ID_11553_NAMITA
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issue- payment deducted but order not confirmed
action- apology done // complaint taken
communication- cx told payment deducted but order not confirmed // Refund Tat shared to cx // cx agree
CMN-ID_11553_NAMITA
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issue- query about product/price
action- information shared with cx
communication- cx asked about details of product and price
CMN-ID_11553_NAMITA
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issue- cx want to know about the return policy
action- information shared
communication- information shared to cx about terms and condition regarding 7 days return policy // cx agree.
CMN-ID_11553_NAMITA
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issue- cx ask about the originality of the product
action- information shared
communication- told to cx that assured products will be deliver to cx from assured sellers // cx agree
CMN-ID_11553_NAMITA
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issue- Empty parcel case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree
CMN-ID_11553_NAMITA
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issue- item shipped together case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree
CMN-ID_11553_NAMITA
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issue-
action-
communication-
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