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 //

tagging:product and offer info//cx needs assistance to place the order
tagging:product and offer info//query about product/price
tagging:product and offer info//app referral and earn
tagging:product and offer info//cash back related offer
tagging:product and offer info//offer details term and conditions
tagging:product and offer info//product availability and serviceability
tagging:product and offer info//return and trust pay policy

all status close
_____________________________________________________________________________________
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)
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

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

____________________________________________________________________________

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 //

tagging:others//want to change my delivery address
status close
_____________________________________________________________________________________

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

tagging:others//want to change my delivery address
status close
_____________________________________________________________________________________

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 //
TAG:where is my order//specific delivery request
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 //

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

status :open

---------------------------------------------------------------------------------
CANCELLATION

MFG NOT GENERATED SCANERIO:
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
--------------------------------------------------------------------------------
CANCELLATION IN PROGRESS(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

(cancel from outside)

status:close

--------------------------------------------------------------------------------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
tagging:i want to cancel my order//i am not able to cancel the item

status:close

---------------------------------------------------------------------------------
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 //

TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE// STATUS SHOWS UNDELIVERED BUT DELIVERY NOT ATTEMPTED

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 //


TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE// STATUS SHOWS UNDELIVERED BUT DELIVERY NOT ATTEMPTED

STATUS: OPEN

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

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 //

TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE// STATUS SHOWS UNDELIVERED BUT DELIVERY NOT ATTEMPTED

STATUS: OPEN

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

TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE//package is out for delivery but i did not receive it

STATUS: close

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 //


TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE//rtoed order complaint

status:close

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

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 //pod not shared// 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

TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE//STATUS SHOWED DELIVERED BUT I DID NOT RECEIVE IT

SRTUS -:OPEN

-----------------------------------------------------------------------------------------
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 7-8 days
Communication - Information given // customer satisfied //

stage -: pod denial

TAT shared 7-8 days

TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE//STATUS SHOWED DELIVERED BUT I DID NOT RECEIVE IT

SRTUS -:OPEN

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

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 //

TAGGING: WHERE IS MY ORDER// COURIER RELATED ISSUE//STATUS SHOWED DELIVERED BUT I DID NOT RECEIVE IT

STATUS -:CLOSE

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

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

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 initiated
comm. -asked to wait 2-3 days for pickup // 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 initiated
comm. -asked to wait 2-3 days to pickup// 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 initiated
comm. -asked to wait 2-3 days to pickup // cx agree

STATUS: OPEN

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

STATUS: OPEN

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

STATUS: OPEN

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 //

TAGGING; REFUND/REPLACEMENT FOLLOW UP// I HAVEN'T REC. REFUND// REFUND POST RETURN

STATUS: CLOSED

-----------------------------------------------------------------------------------------
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 //

TAGGING; REFUND/REPLACEMENT FOLLOW UP// I HAVEN'T REC. REFUND// REFUND POST RETURN

STATUS: OPEN
-----------------------------------------------------------------------------------------

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 24-48 HRS//
Communication - Information given // customer satisfied //

STAGE: APUC

_________________________________________________________________________________________________________
QC STATUS

Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //


ALREADY TAGGING DONE IN THAT CASE


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 //

tagging:product and offer info//cx needs assistance to place the order
tagging:product and offer info//query about product/price
tagging:product and offer info//app referral and earn
tagging:product and offer info//cash back related offer
tagging:product and offer info//offer details term and conditions
tagging:product and offer info//product availability and serviceability
tagging:product and offer info//return and trust pay policy

all status close
_____________________________________________________________________________________
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)
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

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

____________________________________________________________________________

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 //

tagging:others//want to change my delivery address
status close
_____________________________________________________________________________________

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

tagging:others//want to change my delivery address
status close

_____________________________________________________________________________________

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 //
TAG:where is my order//specific delivery request
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 //

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

status :open

-----------------------------------------------------------------------------------------
CANCELLATION

MFG NOT GENERATED SCANERIO:
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
-----------------------------------------------------------------------------------------