Notes

warehouse address .................................................................

baba express ECOM pvt ltd. PI 105?2 House 2 akash villa canal road, B/h mulla dying mill Nr parle biscuit godown village bhanodara ,
sachin
taluk chorasi
surat - 394230


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:- FRAUD call
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 :- 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 //

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


UD CASES...............................................

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



7208316645
39088209129