Notes

CALLS NOT CONNECTED OR DROP OR LANGUAGE ISSUE

issue - call not connected
action- sms share
comm.- N/A.
Tagging:others//cmb-nc//sms shared
-----------------------------------------------------------------------------------issue - cx don't need help //
action- N/A
Comm.- N/A
-----------------------------------------------------------------------------------issue - cx request for call back by mistake
action- N/A
Comm.- N/A
-----------------------------------------------------------------------------------Issue - cx drop/short call
action- N/A
Comm.- N/A
Tagging:others//email/call related//short call//call drop
-----------------------------------------------------------------------------------Issue - cx don't response after 3 warning call disconnect
action- N/A
Comm.- N/A
Tagging:others//email/call related//incomplete query
-----------------------------------------------------------------------------------Issue -cx don't use Hindi /English
action- apology done
comm.- asked to drop an e-mail for help
[email protected]

PRODUCT DETAILS -(non order related issue )

Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared
Communication - Information given // customer satisfied _____________________________________________________________________________________
FRAUD
issue - cx received fake call
action- apology // complaint taken
comm.- asked to don't share any info with fake caller //cx agree
probing:address confirm//order info confirm/timing
macro shared(fake offer related)
customer reported refund fraud by app download

lucky draw call received by customer

OTHERS//email call related//fraud

status close
____________________________________________________________________________

PRE DELIVERY ISSUES:

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

tagging:product and offer info//query about product/price
status close
____________________________________________________________________________
verification order cancel bcoz cx do not pick the call

issue - cx want to why my order // COD order verification failed
action- apology done
comm.- asked to place a new order // cx agree
____________________________________________________________________________

verification call is not received by cx
issue - cx want to why my order // COD order verification pending
action- apology done/24 hours shared
comm.- asked cx to wait 24 hours for the call regarding order verification

tagging: cx want to why my order //what is my order status//want to get my order verify
status close

____________________________________________________________________________

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

_____________________________________________________________________________________

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

______________________________________________________________________

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

tagging:where is my order//what is my order status//want to know delivery details
SMS SHARED:DELAY DISPATCH
status close
---------------------------------------------------------------------------------
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 //

SMS SHARED:DELAY DISPATCH
status close

(MENTION THE DATE WHICH CX PREFERRED FOR THE DELIVERY)
-----------------------------------------------------------------------------------
Issue - Customer ask about delivery details (STUCK) after 72 hours
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //

TAGGING:where is my order//what is my order status//item struck at one location

status:open
-----------------------------------------------------------------------------------
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 //

tagging:where is my order//what is my order status//order is late/beyond promise date

status :open

---------------------------------------------------------------------------------
Issue - Customer ask about delivery details (delay delivery)
Action - Order delay // tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied /
---------------------------------------------------------------------------------
CANCELLATION

MFG NOT GENERATED SCENARIO:
Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //

ask reason for cancellation probing mandatory and refund info shared
(cancel from outside)
status:close
--------------------------------------------------------------------------------
(CIP)
Issue - Customer want to cancel his order
Action - complain taken //ASK CX TO WAIT 24 TO 48 HOURS //
Communication - Information given // customer satisfied //

ask reason for cancellation probing mandatory and refund info shared

--------------------------------------------------------------------------------CANCELLATION IS SHIPPED

Issue - Customer want to cancel his order
Action - complain taken //ask cx refused at doorstep
Communication - Information given // customer satisfied //

ask reason for cancellation probing mandatory and refund info shared

---------------------------------------------------------------------------------
CANCEL BY SDA

Issue - why was my order cancel
Action - asked to place fresh order // apology done //given info // refund info shared
Communication - Information given // customer satisfied //
tagging:why was my order cancel//others

--------------------------------------------------------------------------------
UNDELIVERED (UD)

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 //

PROBBING: ADDRESS VERIFIED

STATUS: OPEN

---------------------------------------------------------------------------------
Issue - Customer ask about delivery details (UD-ODA)
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_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 (FIRST TIME OFD)
Action - Same day OFD // ask to wait // awb number shared//
Communication - Information given // customer satisfied //
sms shared: awb number

-----------------------------------------------------------------------------------
RTO

Issue - why was my order cancel OR REASON
Action - asked to place fresh order // apology done //given info // refund info shared
Communication - Information given // customer satisfied //
-----------------------------------------------------------------------------------
PRODUCT DELIVERED WRONG PLACE

first time interaction

Issue - Customer ask about delivery details (PDWP PREPAID)
Action - Customer didn't received order but status shows delivered //apology done // ask to wait // tat shared 6 days // Probing done
Communication - Information given // customer satisfied //

TAT shared 6 days

probing:ask cx to confirm the family member//neighbor//security guard

-----------------------------------------------------------------------------------
re investigation for the PWDP

Issue - Customer ask about delivery details (PDWP PREPAID)
Action - Customer didn't received order but status shows delivered //apology done //pod shared but cx denail with that pod // ask to wait // tat shared 7-10 bds
Communication - Information given // customer satisfied //

stage -: pod denial
-----------------------------------------------------------------------------------Issue - Customer ask about delivery details (PDWP COD)
Action - Customer didn't received order but status shows delivered //apology done // REQUEST to PLACE FRESH ORDER // FEED BACK TOOK
Communication - Information given // customer satisfied //
-----------------------------------------------------------------------------------REFUND POST CANCELLATION

REFUND WITH IN A TIME PERIOD

issue - cx want to know refund status
action- REFLECTION TIME SHARED
comm. - REFUND IS ALREADY INITIATED// REFLECTION TIME SHARED

TAGGING: refund replacement follow up//i have not receive my refund// refund post cancellation

status: closed

-----------------------------------------------------------------------------------REFUND outside A TIME PERIOD

issue - cx want to know refund status
action- apology //refund initiated but not reflected//tat breached//macro shared
comm. - asked to wait 24 to 48 hours for update//asked to share Bank statement // cx agree

TAGGING: refund replacement follow up//i have not receive my refund// refund post cancellation

status -: open

macro : bank statement required

-----------------------------------------------------------------------------------FAILED TRANSACTION

first time interaction

Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment reverse
Communication - Information given // customer satisfied

TAGGING: i have payment related issue//payment related issue//payment deducted but order is not confirmed

status -: close

-----------------------------------------------------------------------------------
after 72 hrs breached

Issue - Payment deducted order not confirmed 72 hrs breached
Action- tat shared 24-48 hrs for the up date
Communication - Information given // customer satisfied

TAGGING: i have payment related issue//payment related issue//payment deducted but order is not confirmed

stage select -: escalate to refund team

status -: open

-----------------------------------------------------------------------------------
POST DELIVERY

RETURN & REPLACEMENT (RPI NOT INCITED)

issue - cx want to return the order // SIZE TOO LARGE/SMALL
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// TOO SMALL/TOO LARGE
-----------------------------------------------------------------------------------

issue - cx want to return the order // quality not expected
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// quality not expected

-----------------------------------------------------------------------------------
issue - cx want to return the order // damaged product
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT//item defective or doesn't work
-----------------------------------------------------------------------------------

issue - cx want to return the order // wrong order
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// i didn't get what i ordered// received differed item

-----------------------------------------------------------------------------------

issue - cx want to return the order // used or odd
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// didn't get what i ordered// item appear used and old item

-----------------------------------------------------------------------------------
issue - cx want to return the order // same product but color different received
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// same product inaccurate description

-----------------------------------------------------------------------------------
issue - cx want to return the order // accessories are missing
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// part and accessories are missing

-----------------------------------------------------------------------------------
issue - cx want to return the order // free item missing (freebies )
action- apology done // compliant taken//RPI not initiated
comm. -asked to wait 24 to 48 hours // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// freebies are missing

-----------------------------------------------------------------------------------
issue - cx want to return the order // SIZE TOO LARGE/SMALL
action- apology done // compliant taken//RPI initiated
comm. -asked to wait 2 to 3 days to pickup // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// TOO SMALL/TOO LARGE
-----------------------------------------------------------------------------------
issue - cx want to return the order // quality not expected
action- apology done // compliant taken//RPI INCITED
comm. -asked to wait 2-3 DAYS for pickup // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// quality not expected
-----------------------------------------------------------------------------------
issue - cx want to return the order // damaged product
action- apology done // compliant taken//RPI INCITED
comm. -asked to wait 2-3 DAYS for pickup // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// item defective or doesn't work
-----------------------------------------------------------------------------------

issue - cx want to return the order // wrong product
action- apology done // compliant taken//RPI INCITED
comm. -asked to wait 2-3 DAYS for pickup // cx agree

STATUS: OPEN

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// i didn't get what i ordered// received differed item

-----------------------------------------------------------------------------------

issue - cx want to return the order // used or odd
action- apology done // compliant taken//RPI initiated
comm. -asked to wait 2-3 days for pickup // cx agree

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// didn't get what i ordered// item appear used and old item

-----------------------------------------------------------------------------------
issue - cx want to return the order // same product but color different received
action- apology done // compliant taken//RPI initiated
comm. -asked to wait 2-3 days for pickup // cx agree
TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// same product inaccurate description
-----------------------------------------------------------------------------------
issue - cx want to return the order // accessories are missing
action- apology done // compliant taken//RPI initiated
comm. -asked to wait 2-3 days to pickup// cx agree
TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// part and accessories are missing

-----------------------------------------------------------------------------------
issue - cx want to return the order // free item missing (freebies )
action- apology done // compliant taken//RPI initiated
comm. -asked to wait 2-3 days to pickup // cx agree
TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// freebies are missing

-----------------------------------------------------------------------------------
ONE AMD MORE ITEM MISSING FROM PARCEL
issue - cx want to return the order // one item missing from packet
action- apology done // compliant taken//
comm. -asked to wait 24-48 HRS SHARED // cx agree

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// one and more item shipped together

-----------------------------------------------------------------------------------
EMPTY PARCEL

issue - cx want to return the order // full item missing//empty parcl (above 500 mrp) // macro shared first for form
Macro- empty parcel updated
action- apology done // compliant taken//
comm. -request to share image of form and after that with in wait 7days update shared // cx agree

TAGGING: I WANT TO RETURN/REPLACEMENT MY PRODUCT// complete item not just a part
-----------------------------------------------------------------------------------
REFUND POST RETURN WITH IN TAT
Issue - Customer asked about refund status
Action - INf given // REFUND INITIATE // REFLECTION TAT SHARED
Communication - Information given // customer satisfied //
-----------------------------------------------------------------------------------
REFUND POST RETURN OUTSIDE TAT
Issue - Customer asked about refund status
Action - INf given // REFUND INITIATE BUT CX NOT RECEIVED // COMPLAINT TAKEN//TAT SHARED 24-48HRS
Communication - Information given // customer satisfied //
-----------------------------------------------------------------------------------
PICKUP (NOT PICKUP)
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //

MACRO-PICKUP RESCHEDULE
_________________________________________________________________________________________________________
PICKUP (ALREADY PICKUP)

Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // STATUS NOT UPDATED//tat shared 72 HRS//
Communication - Information given // customer satisfied //

STAGE: APUC
_________________________________________________________________________________________________________
QC STATUS
Issue - Customer asked about refund status
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //

_________________________________________________________________________________________________________
TRUST PAY POLICY
issue - cx want to return the order
action: info shared according description//politely decline
comm: cx agree/ cx satisfied
_________________________________________________________________________________________________________
issue - cx want to KNOW ABOUT PICKUP
action: info shared according complaint//request for images//tat 24-48hrs after images
comm: cx agree/ cx satisfied
_________________________________________________________________________________________________________

REFUND TAT

UPI= 5BDS
CR./DR/ NETBANKING: 7-10BDS
ANY WALLET: 24HRS
_________________________________________________________________________________________________________
Address
Baba Express ECOM Pvt Ltd.
Pl 105/2 House 2,
Akash Villa Canal Road.
B/h Mulla Dying Mill
Nr Parle Biscuit Godown
Village Bhanodara
Sachin
Taluka Chorasi
Surat-394230
_________________________________________________________________________________________________________
http://172.16.201.107:8080/agent-dashboard/ob.php
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse
http://192.168.1.111/