Notes

call back 7665539953

[email protected]
snap@123

[email protected]
cspl@123

60277
Call Me Experiment //Call didn't connect to Customer SMS send //
CMN-ID_11492- Divya

Call me experiment // cx drop call //
CMN-ID_11492- Divya
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issue - cx asked about the order status //
action - dispatched date & DDR shared
communication - DDR shared // cx agree //
CMN-ID_11492- Divya

==========================================================
CMN-ID_11492- Divya
issue - cx want delivery before promise date //
action - request taken
communication - assured to cx for fast delivery // DDR shared //cx agree //
CMN-ID_11492- Divya
===================================

issue - cx asked about the order status //
action - SMS sent
communication - dispatched date & DDR shared // cx agree //
CMN-ID_11492- Divya

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Issue - Customer ask about delivery details (Same Day OFD)
Action - Same day OFD // ask to wait //
Communication - Information given // customer satisfied //
CMN-ID_11492- Divya
========================================================
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_11492- Divya

===============================================================

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_11492- Divya
==================================================
fresh case 24 to 48 hrs oth// 2 to 3 days

Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11492- Divya

Empty parcel 7 days

PUC not marked // 24 to 48 hrs

call me experiment// cx didn't responded after 3 warnings call disconnect //
CMN-ID_11492- Divya

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call me experiment // cx drop call //
CMN-ID_11492- Divya
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Issue - why was my order cancel
Action - given info // ask Customer to place fresh order //
Action - asked to place fresh order // apology done //
Communication - Information given // customer satisfied ////
=======================================================

issue - cx want pickup status //
action - PUC not done // RL panel filled // TAT share //
communication - info share // cx agree //

CMN-ID_11492- Divya
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Issue - Customer ask about Order pickup (Unsuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //

CMN-ID_11492- Divya
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Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //

CMN-ID_11492- Divya

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Issue - Customer asked about refund status order is CIP tat shared 24-48 hrs //
Action - Info given // alter complete the cancellation refund will be credited 7 to 10 working days
Communication - Information given // customer satisfied //

CMN-ID_11492- Divya

==========================================

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_11492- Divya

========================================================

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_11492- Divya
===========================================================

Call Me Experiment //Call didn't connect to Customer SMS send //
CMN-ID_11381_Bhawna

Call Me Experiment //Customer didn't required callback.//
CMN-ID_11381_Bhawna

call me experiment // cx request for call back by mistake
CMN-ID_11381_Bhawna

call me experiment // cx drop call //
CMN-ID_11492- Divya

call me experiment// cx didn't responded after 3 warnings call disconnect //
CMN-ID_11492- Divya

call me experiment //cx don't use Hindi /English //asked to drop e-mail for help //
CMN-ID_11492- Divya
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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_11492- Divya
_____________________________________________________________________________________

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_11492- Divya
_____________________________________________________________________________________

Issue - Customer wants to change delivery address //
Action- Did as per customer VOC // MFG not generated //
Communication - Information given // customer satisfied //
CMN-ID_11492- Divya
___________________________________________________________________________________________________________________________

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_11492- Divya
______________________________________________________________________________________________

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_11492- Divya
_________________________________________________________________________________________________________

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_11492- Divya
_________________________________________________________________________________________________________

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 //
_________________________________________________________________________________________________________

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 //



_________________________________________________________________________________________________________



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 //
_________________________________________________________________________________________________________




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 //
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
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 //
_________________________________________________________________________________________________________
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 //
__________________________________________________________________________________________________________________________________

PICKUP -
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
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 //
_________________________________________________________________________________________________________
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
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 //
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order (Shipped)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
__________________________________________________________________________________________________________________________________
RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer wants to Replace the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
Issue - empty parcel case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied /
_________________________________________________________________________________________________________
Issue - item shipped together case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied //
____________________________________________________________________________________________________________________________________

REFUND -
Issue - Customer asked about refund status
Action - INf given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
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 //
_________________________________________________________________________________________________________
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 //
_________________________________________________________________________________________________________
Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
_________________________________________________________________________________________________________
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 //
_______________________________________________________________________________________________________________________________

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 //
_________________________________________________________________________________________________________

No 1 .
Refund scenario
A Falcon mode (online mode) = 2 hours
B Offline mode = 6 days
C Neft on hold = 5 WD
D UPI = 5 WD
E Through card or net banking = 7 to 10 WD
F Wallet = 24 Hour
No. 2
Complaint scenario ( if cx don’t have original brand packing deny to cx product will not get return)
A .
Fresh complaint taken and check if RPU not generate give 24 to 48 hour time and if RPU generate give 2 to 3 days f
or pickup
B.
RL tat = 2 to 3 days ( status would be always pending while filling RL)
C.
APUC case = Pickup done not mark , Ask cx for pickup slip and FE no if cx have anything ask to share and Mark da
te of pickup and courier name in RL and select stage APUC and tat share of 72 Hour with cx.
D .
Manual pickup ( check in RPU )
In this case cx will courier product from there end within 5 days and ask to share courier receipt that amount will als
o refunded to cx
(BUT DUE TO LOCKDOWN IF CX IS UNABLE TO COURIER DUE TO LOCKDOWN WE ARE GIVING TI
ME OF 10 DAYS)
E.
CCA mark = Check when CCA mark and give time of 24 to 48 hour if CCA mark within 48 hour just log call and if
tat breach of CCA and refund not initiate, change IC to refund followup and tat share of 24 to 48 Hour case open.
In replacement simply gave tat of 24 to 48 Hour no need for changing IC
F .
POD case = Fresh complaint tat for sharing POD is 6 days and after POD denial tat is 7 to 10 WD ( case always ope
n)
G.
Empty parcel =
Amount below 500 tat is 7 days
Amount more than 500 ( share mail empty parcel updated and ask to take print out and fill undertaking form which i
s in the mail and share image of undertaking form with package image from outer and inner side with barcode visibl
e) when cx share these thing tat would be 7 days
H.
Courier charge extra amount = tat 24 to 48 hour
I.
Invoice tat = 24 to 48 hour and
IF cx want to download cx can download invoice from my order section click on the product who’s invoice cx want
to download and there is option of get invoice.
J.
Payment deducted order not confirm =
If payment get deducted just give tat of 72 hour for auto reverse and and if tat breach and cx still saying refund not r
eceive Change IC to refund follow up and give time of 24 to 48 hour case open
K .
LMV = In this case our service engineer visit cx within 24 hour
No. 3
Where is my order scenarios
A . Green flag and product in DDR but no movement from 72 hour complaint in stuck case open tat is 24 to 48 hou
r
B . Red flag and no UD then it would be in Order late and tat is 24 to 48 hour
C. UD mark
Scenario’s in which we will not fill FNDR
Shipper delay
Miscellaneous
Out of delivery Area
In all these scenarios no need for delivery commitment and ask cx to coordinate with courier partner also
Note.
If any tat breach give time of 24 to 48 hour case will be open