Notes

ISSUE-CMB NOT CONNECTED
ACTION-SMS SENT
COMM-NA

ISSUE-NA
ACTION-SHORT CALL //CALL DROP FROM CX END
COMM-NA

WITHIN SLA

ISSUE:- cx as about order status
COMM:-info shared that order is on time/DDR shared with cx/assurance given/cx agree

ISSUE:- cx as about order status
COMM:-info shared that order is on time/DDR shared with cx/sms send /assurance given/cx agree

ISSUE:-cx want urgent delivery
COMM:-info shared that order is on time/DDR shared with cx/assurance given/cx agree

ISSUE:- cx as about order status
COMM:-info shared that order is on time/DDR shared with cx/sms send /assurance given/cx agree

OUTSIDE SLA

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is late/DDR shared also ask cx to wait 24-48 hours for latest update regarding order/cx agreed

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is late/ask cx to wait 24-48 hours for latest update regarding order/cx agreed

ORDER STUCK AT ONE LOCATION

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is stuck at one location/DDR shared also ask cx to wait 24-48 hours for latest update regarding order/cx agreed

OUT FOR DELIVERY (OFD)

ISSUE:-cx ask about order status
ACTION:-SMS send with courier buy number
COMM:-info shared that today OFD/ask cx to wait till 6 PM

UNDELIVERED ORDER (UD)

ISSUE:-cx ask about order status
ACTION:-complaint taken/FNDR filled//Address verified
COMM:-ask cx that order delivery is rescheduled/ask cx to wait 24-48 hours cx agreed

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:-info shared that order is UD marked///ask cx to wait 24-48 hours for update regarding order

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:-info shared that order is ODA marked//request cx for self pickup

UNDELIVERED ORDER BUT AGAIN OFD

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- Info shared that today again OFD//ask cx to wait till eod 6 pm//assurance given

CANCELLATION

ISSUE:- cx want to cancel the order due to (reason)
ACTION:-request taken for the same
COMM:-info shared that order is cancelled

ISSUE:- cx want to cancel the order (reason)
ACTION:-request taken for the same
COMM:-info shared that request taken/ask cx to wait 24-48 hours for cancellation confirmation

ISSUE:- cx want to cancel the order (reason)
ACTION:-request taken for the same
COMM:- info shared that request taken but order is already shipped, so refuse to take delivery on door steps or on call

WHY WAS MY ORDER CANCELLED

ISSUE:-cx want to know about order status or cx want to know why was my order is cancelled
ACTION:-complaint taken
COMM:- info shared that order is cancelled due to (reason)//apology done//ask cx to place new and fresh order

FAILED TRANSACTION

ISSUE:- cx said that his payment deduced but order not confirmed
ACTION:-complaint taken
COMM:-ask cx to wait 72 hours for auto reverse of payment

ISSUE:- cx said that his payment deduced but order not confirmed
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours team with update regarding this

ASSRESS CHANGED

ISSUE:-cx want to changed delivery address
COMM:- Info shared that order is changed successfully

ISSUE:-cx want to changed delivery address
COMM:- Info shared that unable to change address due to order is (----)

RETURN ORDER (RTO)

ISSUE:-cx want to know about order status or cx want to know why was my order is cancelled
ACTION:-complaint taken
COMM:- info shared that order is return back to the seller due to (reason)//apology done//ask cx to place new and fresh order

FAKE OFFER RELATED

ISSUE:- cx ask about fake offer query
ACTION:- mail sent
COMM:- info shared regarding same/ask cx that please aware from such fraud//cx agreed

PRODUCT INFO

ISSUE:- cx ask about product info
COMM: info shared with cx as per PDP page

PRICE INFO

ISSUE:- cx ask about price and offer info
COMM: info shared as per price breakup

PRODUCT DELIVERED TO WRONG PLACE (PDWP)

ISSUE:-cx want to complaint that order is showing delivered but cx didn't received it
ACTION:- complaint taken for the same
COMM:- ask cx to wait 6 days for sharing POD

ISSUE:-cx want to complaint status (order is showing delivered but cx didn't received it)
ACTION:- complaint already registered for the same
COMM:- ask cx to wait 7-10 working days for re-investigation//assurance given

ISSUE:-cx want to complaint that order is showing delivered but cx didn't received it
ACTION:- complaint taken for the same
COMM:-ask cx that feedback taken for the same//apology done///meanwhile ask cx to place new and fresh order

REFUND/REPLACEMENT FOLLOW UP

ISSUE:-cx ask about refund
ACTION:- complaint raised
COMM:- info shared that refund not initiate from our end/ask cx to wait 24-48 hours //assurance given

ISSUE:-cx ask about refund
COMM:- info shared that refund already initiate from our end/ask cx to wait 5 working days//assurance given

ISSUE:-cx ask about refund/he didn't received his refund
ACTION:- complaint raised//mail sent for the same
COMM:- info shared that refund already initiated/ask cx to share bank status in PDF for for investigation/then will update/assurance given

ISSUE:- cx ask about complaint status
ACTION:- complaint already registered
COMM:- ask cx to wait 24-48 hours for update

RETUN /REPLACEMENT

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken
COMM:-ask cx to wait 2-3 days for pickup

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours for update
RPI NOT INITIATED ON CALL

ONE AND MORE ITEM SHIPPED TOGETHER

ISSUE:- cx want complaint that he paid for two orders but he received only one/shipped together case
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours for update

PICKUP SCENARIOES

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised/RL panel filled
COMM:- ask cx that pickup rescheduled/ask cx to wait 2-3 days/told cx about original packaging of product/puc partner name shared/told about dsqc/ cx agreed

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised/RL already filled
COMM:- ask cx that pickup rescheduled/ask cx to wait 2-3 days/ cx agreed

ISSUE:- cx ask about pickup status
ACTION:-mail sent for the same
COMM:- info shared that cx have to sent product manually

AWAITING PICKUP SCENARIOES (APUC)

ISSUE:- cx said pickup is already done
ACTION:-complaint raised/pickup is already done this update in RL panel
COMM:- ask to wait 72 hours team will update regarding this

ISSUE:- cx ask about complaint status
ACTION:-complaint raised/pickup is already done this already update in RL panel
COMM:- ask to wait 24-48 hours for update

EMPTY PARCEL

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same
COMM:- ask cx to wait 7 days for investigation

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same/macro send
COMM:- ask cx to fill declaration form and send us after that team will update within 7 days (for investigation)

REFUND AFTER CCA

ISSUE:-cx ask about refund
ACTION:- mail sent
COMM:- info shared that neft not present//ask cx to share neft details//after that refund will initiate in 24-48 hours

ISSUE:-cx ask about refund
COMM:- info shared that complaint is accepted //refund will initiate from our end with 24-48 hours and after initiation it will reflect with ------ time in his account.

FRAUD CALL

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
cx reported refund fraud via app download
lucky draw call/scam received by cx