Notes

PRODUCT QUERY-
Whatsapp Chat ID –
Cust Concern – cx has product related query//
Action Taken – replied on whatsapp
communication- info share// /replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)
PRODUCT PRICE-
Whatsapp Chat ID –
Cust Concern – cx has product 's price related query//
Action Taken – replied on whatsapp
communication- info share// /replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

PRODUCT DETAILS-
Whatsapp Chat ID –
Cust Concern – cx want to know about his delivery ////
Action Taken – replied on whatsapp
communication- info share about that order is in Transit and will reach on or before "Delivery Date" as promised. // replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

ADDRESS CHANGE-
Whatsapp Chat ID –
Cust Concern – cx want to change address//
Action Taken – replied on whatsapp
communication- info share// /replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

Address change: Not able to change
Whatsapp Chat ID-
Cust Concern – cx want to change the product address
Action Taken – replied on whatsapp
Communication –cx wants to change the delivery address //deny to chng dlvry address due to mfg is already generated//so do as per cx VOC //cx agree irtiza whatsapp(chat)


CANCEL ORDER-
Whatsapp Chat ID –
Cust Concern – cx want to cancel his order //
Action Taken – replied on whatsapp
communication- info share about that cancellation request raised// get update within 24 to 48 hour for the same//replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

SPECIFIC DELIVERY REQUEST-
Whatsapp Chat ID –
Cust Concern – cx want urgent delivery //// preferred date not upadated
Action Taken – replied on whatsapp
communication- info share about that order is in Transit and will try to deliver product as soon as possible// Date mentioned // replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

Wait EOD-
Whatsapp Chat ID –
Cust Concern – cx want to know about his delivery ////
Action Taken – replied on whatsapp
communication- OFD// ask to wait till end of day// info share// // replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

REFUSE DOORSTEP-
Whatsapp Chat ID –
Cust Concern – cx want to cancel his order //
Action Taken – replied on whatsapp
communication- shipped// told to refuse on door step // replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

LATE/BEYOND
Whatsapp Chat ID –
Cust Concern – cx want to know about his delivery //
Action Taken – replied on whatsapp
communication- info share about that please wait 24 to 48 hour we will update you for same// replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

Whatsapp Chat ID –
Cust Concern – cx want to know about his delivery // ud mark//
Action Taken – replied on whatsapp
communication- ud mark// FNDR fill// ask to wait 24 to 48 hrs // info share//replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

ORDER RTO
Whatsapp Chat ID -
Cust Concern – cx want to know why his order cancel// RTO marked // technical issue
Action Taken – replied on whatsapp
communication- info shared told to replace order//replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

ORDER RETURN-
Whatsapp Chat ID –
Cust Concern – cx want return product// cx said
Action Taken – replied on whatsapp
communication- ask to wait 24 hours to 48 for update// info share// replied on whatsapp
Agent Name-Irtiza- (CSPL-WHATSAPP)


Stuck case:
Whatsapp Chat ID-
Cust Concern – delivery status
Action Taken – replied on whatsapp
Communication – stuck at one location//ask to wait 24-48 hours//info shared// cx agreee
Irtiza whatsapp(chat).

pdwp case :
Whatsapp Chat ID-
Cust Concern – delivery status
Action Taken – replied on whatsapp
Communication –PDWP case//status shows delivered// cx said i don't recieve// ask for confirm with family members and neighbours// 6 days tat share //ask for wait // complaint taken ///
Irtiza whatsapp(chat).

pod deniel case:
Whatsapp Chat ID-
Cust Concern – pdwp case status
Action Taken – replied on whatsapp
Communication –PDWP case//// status shows delivered //cx dont recieve delivery// proof of delivery shared and cx deny it// apology done// 7-8 bs days tat shared// ask for wait// cx agree// Irtiza whatsapp(chat).

rrc case: PICK UP NOT DONE [ PICK UP FAILED]
Whatsapp Chat ID-
Cust Concern – cx want to return the prdct.
Action Taken – replied on whatsapp
Communication –cx wants to replace the product// PUC not done//status shows return req closed// RL filled//ask cx for wait//complaint taken// info shared//irtiza whatsapp(chat)

(tpp)trust pay policy against case :
Whatsapp Chat ID-
Cust Concern – cx want to return the prdct.
Action Taken – replied on whatsapp
Communication – complaint against trust pay policy// cx request deny// apology done// info shared// Irtiza whatsapp(chat)

pickup case:
Whatsapp Chat ID –
Cust Concern – cx want to know pick status//pick is
Action Taken – replied on whatsapp
Communication – PUC not done // RL filed // TAT share 2-3 days//ask cx for wait// cx agree // irtiza whatsapp(chat)

manual:
cx want to retrun this product//manual pickup //info shared//cx agree//raveena whatsapp(chat)
puc done:
PUC done // so ask to cx to wait // PUC to RPR and QC TAT shared // ask to wait // cx agree 11320 -irtiza whatsapp(chat)

Empty parcel:
Whatsapp Chat ID –
Cust Concern – Empty Parcel Case
Action Taken – replied on whatsapp
Communication –Empty Parcel Case//7 Days TAT Shared With Customer//info shared// cx agree //irtiza whatsapp(chat)

FRAUD CALL -
Whatsapp Chat ID –
Cust Concern – cx get fraud /fake caLL//
Action Taken – replied on whatsapp
communication- info share// ask to avoid//replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

ORDER VERIFIED
Whatsapp Chat ID –
Cust Concern – ORDER VEIFICATION // Cx want to know product verification
Action Taken – replied on whatsapp
communication- info share// cx aggree //replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)

refund share bank details
Whatsapp Chat ID –
Cust Concern – cx want to refund this order
Action Taken – replied on whatsapp
Communication – amount is already initiated in 1/3/202 request to shared bank statement in [email protected] to the 1/3/2021 to 6/3/2021 in pdf form//info shared// ask for wait // Irtiza whatsapp(chat)

ORDER Refund-
Whatsapp Chat ID –
Cust Concern – cx want to know about refund//
Action Taken – replied on whatsapp
communication- initiate/// UTR shared// ask to wait// info share// replied on whatsapp
Agent Name- Irtiza- (CSPL-WHATSAPP)