Notes

(: (: Miss Sunshine :) :)


With in SLA
Issue:- cx wants to know delivery details
Action:- sms send
Comm:- ddr shared // courier details shared// cx agree
Imp:- delay dispatch

With in SLA (not shipped)
Issue:- cx wants to know delivery details
Action:- ddr shared
Comm:- info given // cx agree

Outside SLA
Issue:- cx wants to know delivery details
Action:- ddr shares // apology done // complaint taken
Comm:- tat shared 24 to 48 hours // cx agree

Outside SLA (lockdown issue)
Issue:- cx wants to know delivery details
Action:- ddr shares // apology done // complaint taken// lockdown issue explained
Comm:- tat shared 24 to 48 hours // cx agree

Specific delivery request
Issue:- cx want order before promise date
Action:- ddr shared // request taken
Comm:- assurance given// capture date // cx agree.

Item stuck
Issue:- cx wants to know delivery details as item stuck at one location
Action:- ddr shares // apology done // complaint taken
Comm:- tat shared 24 to 48 hours // cx agree

Call not connected
Issue:- call not connected
Action:- sms send
Comm:- NA

Call drop
Issue:- call dropped by cx
Action:- sms not send
Comm:- NA

Language issue
Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- guide them to reach [email protected]

Out for delivery
Issue:- cx wants to know delivery details
Action:- courier details shared // sms send
Comm:- tat shared tat shared till evening // cx agree
Imp:- awb sms send

Out for delivery(number not available)
Issue:- cx wants to know delivery details
Action:- courier details shared // sms not send as courier boy number not available
Comm:- tat shared till evening // cx agree

Undelivered
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // address verified // fndr filled
Comm:- tat shared 24 to 48 hours // cx agree

Undelivered (OFD)
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // address verified // fndr not filled as already out for delivery
Comm:- tat shared till evening // cx agree

Undelivered (oda/shipped delay/mislenous)
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // fndr filled not filled
Comm:- tat shared 24 to 48 hours // cx agree

Undelivered due to delivery partner
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // address verified // fndr filled // feedback taken for delivery executive
Comm:- tat shared 24 to 48 hours // cx agree

PRODUCT DETAILS -
Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared
Communication - Information given // customer satisfied //

Address change (not done)
Issue - Customer wants to change delivery address
Action- Denied to customer as it's not in editable stage
Communication - Information given // customer satisfied

Address change (done)
Issue - Customer wants to change delivery address
Action- change address as per cx voc
Communication - Information given // customer satisfied

Cancellation (cod)
Issue:- cx wants to cancel order
Action:- order cancel
Communication - Information given // customer satisfied

Cancellation(prepaid)
Issue:- cx wants to cancel order
Action:- order cancel// refund tat shared
Communication - Information given // customer satisfied

Cancellation (CIP with prepaid)
Issue:- cx wants to cancel order
Action:- order cancel // tat shared 24 to 48 hours for order cancel
Communication - refund tat shared //Information given // customer satisfied

Cancellation (shipped)
Issue:- cx wants to cancel order
Action:- order not cancel as already shipped // request taken
Communication - Information given // info cx for refuse order at door step// customer satisfied

why order cancel
issue:- cx wants to know why order cancel
action:- apology done // reason shared of cancellation
comm:- info given // cx agreed // ask Customer to place fresh order

why order cancel (reason not mentioned)
issue:- cx wants to know why order cancel
action:- apology done // reason not shared of cancellation as not mentioned
comm:- info given // cx agreed // ask Customer to place fresh order

RETURN/REPLACE (rpi generate)
Issue - Customer wants to return the order due to item damage
Action - complaint taken // tat shared 2 to 3 day // guide cx for original packaging
Communication - Information given // customer satisfied // courier details shared

Return replace (rpi not generate)
Issue - Customer wants to return the order due to item damage
Action - complaint taken // tat shared 24-48 hrs // guide cx for original packaging
Communication - Information given // customer satisfied // courier details not shared as rpi not generate

RTO
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order // apology done
Communication - Information given // customer satisfied

RTO (item not available)
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order for similar item as item not in stock // apology done
Communication - Information given // added cx email id in pdp for item available notification// customer satisfied

FRAUD CALL -
Issue - Customer received fraud call lucky draw/scam call
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

FRAUD CALL -
Issue - cx received courier for fraud related
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

FRAUD CALL -
Issue - cx received courier for refund related fraud call and sms
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

Return policy
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

REFUND
Issue - Customer didn't received refund yet
Action - complaint taken // tat shared 24-48 hrs
Communication - Information given // customer satisfied

Refund (neft details not available)
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

Refund not received
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

PICKUP -
Issue - Customer ask about Order pickup (Unsuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days // address verified
Communication - Information given //pickup details shared // customer agree

APUC
Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 72 hours //
Communication - Information given // customer satisfied

Out for pickup
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait // address verified
Communication - Information given // customer satisfied //

Refund replace denial
issue:- cx want to return replace product due to
action:- feedback taken
comm:- info given replacement and refund not possible as order not eligible for refund and replacement

PDWP
issue:- cx' didn't receive the product
action:- complaint taken tat shared 6 days
comm:- apology done// probing done // cx agree

PDWP(POD DENIAL)
issue:- cx' didn't receive the product
action:- complaint registered// tat shared 7 to 10 bs days
comm:- apology done// cx agree

one or more item ship together
issue:- cx order for two item but received only one
action:- complaint taken tat shared 24 to 48 hours
comm:- apology done // cx agree
imp:- click on suborder for item selection

information on product
issue:- cx wants information on product
action:- informed from pdp about product description
comm:- info given cx agreed

game coins
issue:- cx wants information about game coins
action:- informed game coins applied on specific products
comm:- informed about game coins as well how to use and can buy promo code threw game coins

don't return product
issue:- cx don't want to return product
action:- RL panel not showing in sf
comm:- informed same cx to informed pickup boy don't want to return order cx agreed

don't want to return product
issue:- cx don't want to return product
action:- RL panel filled as per cx voc
comm:- informed same cx to informed pickup boy don't want to return order cx agreed

Feedback taken for pickup executive