Notes

Jaswinder kaur

http://172.16.201.107:8080/agent-dashboard/ob.php

http://182.75.250.82:85/Login_Comm1.aspx

https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse



issue: cx want to know about the order status
action: dd sms sent
communication: shared pdd, ddr// tracking details and courier partner name shared//cmn


issue: cx want to know about the order status
action: info shared
communication: shared pdd, ddr//once order will be shipped, you will get the tracking details//cmn


issue: Order stuck @one location
action: complaint raised
comm: apology done//shared the pdd, tracking details//tat shared 24-48 hours for update//cmn


issue: Order late beyond promised date
action: complaint raised
comm: apology done//shared the pdd, tracking details//tat shared 24-48 hours for update//cmn


issue: not connected
action: cmb sms sent
comm: na


issue: na
action: na
comm: no response from cx side// after giving 3 warnings, call drop from my end//cx drop the call//cmn


issue: Specific Request
action: specific date mentioned
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn


issue: order not verify//pending for verification
action: complaint raised
comm:apology done//tat shared 24 hours for update//cmn


issue: cx wants to cancel the order
action: request taken
comm: due to// shared order cancelled//ask to place a new order// shared cancellation in progress//tat shared 24-48 hours for update// cmn


issue: cx wants to cancel the order
action: request taken
comm: shared that order is in shipped state//ask to co-ordinate with courier boy and also guide for door step refusal//cmn


issue: cx want to know about the order status //UD marked
action: complaint raised //FNDR filled
communication: apology done// shared the ud reason with cx//rescheduled delivery//address verified //tat shared 24-48 hours for delivery re-attempt//cmn


issue: cx want to know about the order status //order marked undelivered as
action: complaint raised
comm: apology done//shared the UD reason with cx// unable to fill the FNDR// error: --//tat shared 24-48 hours for update//cmn


issue: cx want to know about the order status //UD marked
action: complaint raised
communication: apology done// shared the ud reason with cx//address verified//order is ofd //ask cx to wait till end of the day//courier partner name shared //cx agreed //cmn


issue: cx wants to change the delivery address
action: info shared
comm: shared order is in shipped state// can not change the address// ask cx to place a new order// also guide to co-ordinate with courier boy//cmn


issue: cx wants to change the delivery address
action: info shared
comm: shared address changed//cmn


issue: cx wants to know the complaint status(return case)
action: macro shared//RL filled
comm: apology done//shared the complaint status// tat shared 2-3 days for pickup// shared the courier partner name//also guide to pack the parcel in original packing//cmn


issue: cx wants to know the complaint status(return case)
action: info shared
comm: apology done//shared executive is already out for pick up//ask to wait till end of the day//shared the courier partner name//also guide to pack the parcel in original packing//cmn


issue: cx want to know about the delivery of the product//OFD
action: AWB sms sent
communication: order is ofd //ask cx to wait till end of the day// fe number shared //cx agreed //cmn


issue: cx want to know about the refund//refund initiated on--
action: req raised//rrn sms sent//macro shared
communication: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //tat shared 24-48 hrs for update//cmn


issue: cx want to return the product //as product is //cx want refund
action: return req raised
communication: apology done// rpu not initiated//tat shared 24-48 hrs for update //info shared//cmn


issue: customer reported refund fraud by app download
action: macro shared
communication: information shared to cx and ask not to share any confidential details // cx agreed//cmn


issue: lucky draw call received by customer
action: macro shared
communication: information shared to cx and ask not to share any confidential details // cx agreed//cmn


issue: payment deducted,order not confirmed
action: tat shared 72 hours
comm: apology done// tat shared 72 hours for auto reverse//cmn


issue: payment deducted,order not confirmed//tat breached
action: complaint raised//stage selected//escalated to refund team
comm: apology done// tat shared 24-48 hours for update//cmn


issue: cx wants to know why order cancelled
action: mail id mentioned for notification
comm: shared that product is out of stock// ask cx to place a new order when product will be in stock// cx agreed//cmn


issue: cx want to know about the delivery of the product
action: info shared
comm: marked RTO// shared the UD reason with cx// apology done//ask cx to place a new order//cmn


issue: language barrier
action: mail id shared
comm: ask to mail us//cmn


issue: cx wants to know the refund status
action: info shared
comm: shared puc done// will take 7-8 days to reach in warehouse then 24 hours for quality check//once cca, refund will be processed within 2 hours//cmn


issue: cx wants to know why order cancelled
action: info shared
comm: shared that due to Non Serviceability, order cancelled//apology done//cmn


issue: Status shows delivered but I didn’t receive it {PDWP}
action: complaint raised//mail id confirmed
comm: apology done//shared the delivery status// tat shared 6 days for POD//cmn


issue: Status shows delivered but I didn’t receive it {PDWP}
action : tat shared
comm: apology done//shared the complaint status//tat shared 48 hours for update//cmn


issue: cx wants to return the product
action: complaint raised
comm: due to--//apology done// tat shared 2-3 days for pickup// shared the courier partner name//also guide to pack the parcel in original packing//cmn


issue: cx want to know about the refund
action: macro shared
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details//tat shared 24-48 hours for update//cmn


issue: product already picked up but not updated(APUC case)
action: RL filled// APUC marked
comm: apology done// tat shared 72 hours for update//cx did not have courier receipt// pick up boy no.--//shared the refund/ replacement tat//cmn


issue: cx wants to return the product(manual case)
action: macro shared
comm: Ask cx to share the product within 5 days// ask cx to fill the return form, send NEFT details, share courier receipt//cmn


issue: cx got the empty parcel
action: macro shared
comm: apology done// tat shared 7 days for update//cmn


issue: cx got the empty parcel
action: macro shared
comm: apology done//ask cx to share the undertaking form// tat shared 7 days for update//cmn


issue: cx wants to return the product as product is---(CATP)
action: info shared
comm: apology done// shared product is non return-able// cmn


issue: cx wants to know about the product
action: na
comm: info shared// cx agreed//cmn


issue: how to use promocode
action: info shared
comm: info regarding terms and condition of voucher shared to cx// cx agreed//cmn