Notes

Call Drop Form:
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse
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Attendance:
http://ess.competentsynergies.com:85/MyAttendancecalendar.aspx?FID=CQ8fb7AjN%20E=
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Agent Dashboard:
http://172.16.201.107:8080/agent-dashboard/ob.php
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SF ID:
[email protected]
snap@1234
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Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
Ekart : 18002081888
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cx didn't required callback.
CMN - 11445 parmjeet

cx wanted the courier boy number // cx received call from courier boy / nothing else assistance needed
CMN 11445 parmjeet
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cx not responding // call drop by cx
CMN - 11445 parmjeet
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Call didn't connect to cx
CMN - 11445 parmjeet
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language barrier
CMN - 11445 parmjeet
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cx want to return order but not confirming order number
cx not responding // call drop by cx
CMN - 11445 parmjeet
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As there is no response from cx side hence after giving warning call disconnected from this end.
CMN 11445 parmjeet
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no answer // number busy / number not connected // sms send
CMN 11445 parmjeet
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Cx is using the abusive language so after giving warning call disconnected
CMN 11445 parmjeet
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address change:
issue- cx want to change delivery address
action taken - request taken
comm., - cx address changed // so do as per cx VOC //cx agree
CMN - 11445 Parmjeet

issue- cx want to change delivery address
action taken - request taken
comm., - cx address unable to change // so deny to cx as it is not in editable state //cx agree
CMN - 11445 Parmjeet
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Fake case:
issue- call from fraud call
action taken - request taken
comm., - cx informed about the fraud call and SMS regarding fake lucky draw contest // information shared to cx and ask not to share any confidential details // cx agree
CMN - 11445 Parmjeet
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issue-
action taken -
comm., -
CMN - 11445 Parmjeet
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Order status:
issue- order status
action taken - info shared
comm., - cx asked about the order status // dispatched date & DDR shared // cx agree
CMN - 11445 Parmjeet

issue- order status // product & price
action taken - info shared
comm., - cx asked about the order status // dispatched date & DDR shared // cx agree
CMN - 11445 Parmjeet
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item IN_TRANSIT:
issue - order status
action taken - info shared
comm., - item IN_TRANSIT // sms send // ask cx to wait // cx agree
CMN - 11445 Parmjeet

item OFD :
issue - order status
action taken - info shared
comm., - item OFD // sms send // ask cx to wait // cx agree
CMN - 11445 Parmjeet
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Specific delivery:
issue- cx want delivery before promise date
action taken - preference delivery date - 8/3/2021
comm., - assured to cx for fast delivery // DDR shared //cx agree
CMN - 11445 Parmjeet
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issue - UD_ mark - cx delay
action taken - FNDR panel - Exception while fetching ndr questions
communication - today- 8 march OFD // ask cx to wait // apology done // Cx agree
CMN - 11445 Parmjeet

issue - UD_ mark - cx Delay
action taken - FNDR panel // address verify
communication - ask cx to wait for 24 - 48 hrs // apology done // Cx agree
CMN - 11445 Parmjeet
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Order Late & Beyond promises date:
issue- order late & beyond promise date
action taken - complaint taken
comm., - dispatch date breached / promised delivery date breached //ask cx to wait // apology done // cx agree
CMN - 11445 Parmjeet
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Product info:
issue- cx asked about details of product & price
action taken - na
comm., - information shared with cx //cx agree
CMN - 11445 Parmjeet

issue- cx ask about the originality of the product
action taken - na
comm., - told to cx that assured products will be deliver to cx from assured sellers // cx agree
CMN - 11445 Parmjeet

issue- cx want to know about the warranty of the product
action taken - na
comm., - information shared to cx as per PDP // cx agree
CMN - 11445 Parmjeet

issue- cx want to know about the return policy
action taken - na
comm., - information shared to cx about terms and condition regarding 7 days return policy // cx agree.
CMN - 11445 Parmjeet

issue- cx asked about availability of product
action taken - na
comm., - information shared with cx // link shared through sms // cx agree
CMN - 11445 Parmjeet

issue- product usage
action taken - info shared
comm., - details shared according to the description on site // cx agree
CMN - 11445 Parmjeet
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Promo code:
issue- how to use promo code
action taken - info shared
comm., - information regarding terms and condition of voucher shared to cx // cx agree
CMN - 11445 Parmjeet
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Return case:
issue - cx want to return order - size issue - size too small
action taken - complaint taken
communication - cx want to return product for refund // ask cx to wait for 24 - 48 hrs // apology done // cx agree
CMN - 11445 Parmjeet

RPI initiated
issue- cx want to return the product - Item defective or doesn't work
action taken - complaint already taken // RPI not Initiated yet
comm., - TAT share 24 - 48 hrs // cx agree
CMN - 11445 Parmjeet

issue- cx want replacement instead of refund
action taken - na
comm., - ask cx to wait for 24 - 48 hrs // cx agree
CMN - 11445 Parmjeet
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PUC Case:
issue- cx want to return the product - Color looks different from image (received red colour order)
action taken - RPI already Initiated // PUC not done // RL filled
comm., - courier boy not picked the product yet // apology done // TAT share // cx agree
CMN - 11445 Parmjeet

issue- cx want to return the product - Item defective or doesn't work
action taken - PUC not done // RL filled
comm., - courier boy not picked the product yet & updated fake remarks // apology done // TAT share // cx agree
CMN - 11445 Parmjeet

APUC case:
issue- cx want to return the product -Item defective or doesn't work
action taken - APUC marked // PUC done on 8 MARCH // RL filled
comm., - cx wants to know abt replacement of order // TAT share // cx agree
CMN - 11445 Parmjeet

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Cancellation Case:
issue - cx want to cancel the order - cx dont want order bcoz order not dispatched yet
action taken - cancellation request taken
comm., - re- order again - link send through sms // cx agree
CMN - 11445 Parmjeet

item stuck to cancel for prepaid:
issue - cx want to cancel the order - cx dont want order bcoz order is too large // cx want refund
action taken - cancellation request taken
comm., - order delivery date is breached & expected delivery dates have updated // cx already paid through UPI mode // ask to wait 24 - 48 hrs // cx agree
CMN - 11445 Parmjeet

issue - cx want to cancel the order - cx order is SHIPPED
action taken - cancellation request taken
comm., - ask cx to refuse at doorstep if delivery attempt // cx agree
CMN - 11445 Parmjeet

issue - why was order my cancelled
action taken - info shared
comm., - item SOLD OUT // ask cx to re - order again // link send through sms // cx agree
CMN - 11445 Parmjeet
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item stuck case:
issue- order stuck at one location
action taken - complaint taken
comm., - TAT shared // apology done /cx agree
CMN - 11445 Parmjeet
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RTO Cases:
issue - why was order my cancelled
action taken - info shared
comm., - item RTO // ask cx to re - order again // cx agree
CMN - 11445 Parmjeet
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Refund cases:
issue- cx wants to known refund status
action taken - complaint taken
comm., - refund already initiated 27/2/2021 7:10 pm // cx didn't receive the refund yet // TAT shared 24 - 48 hrs // cx agree
CMN - 11445 Parmjeet

issue- cx wants to known refund status
action taken - na
comm., - cx already shared bank details through mail - Today at 4:36 pm // ask cx to wait for 24 - 48 hrs for update // cx agree
CMN - 11445 Parmjeet

Issue - Refund related issue
Action Taken - request already taken
Communication - Ask to wait 24-48 hours // Escalated to Refunds Team // cx already shared his concern via mail // cx agree
CMN - 11445 parmjeet

Issue - Refund related issue
Action Taken - request already taken
Communication - cx payment deducted but order not confirmed // TAT shared // apology done // cx agree
CMN - 11445 parmjeet


issue- cx wants to known refund status
action taken - request taken
comm., - NEFT details already present // TAT shared 24 - 48 hrs // cx agree
CMN - 11445 Parmjeet
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PDWP case:
issue: cx want to know about the order status //order marked delivered but not deliver to the cx //cx had already coordinated with the family member and neighbor no one has taken the product
action: complaint raised //ask for POD
communication: tat shared 6 days // apology done // cx agree
CMN - 11445 parmjeet
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Empty parcel case:
issue - Empty parcel case
action - complaint taken
communication - cx received only cardboard & paper // cx want to the product or refund // 7 D TAT shared // cx want senior call
CMN - 11445 parmjeet
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shipped together case:
issue- item shipped together case
action taken- complaint taken
comm- TAT shared /apology done/cx agree
CMN 11445 parmjeet