Notes

💖NOTES CREATED BY KAJOL SHARMA (CMN)💖

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

CALL DROP LINK FOR WORK FROM HOME:
https://docs.google.com/forms/d/e/1FAIpQLSeCGPlguhxKJRLnlUs5RfFbVYGUq6z0texDZd4uxOcjYSSMsw/viewform

CALL NOT CONNECTED:
Callme experiment //Call didn't connect to cx //SMS send // CMN

ABUSIVE LANGUAGE:
cx using abusive language call disconnected after three warning

LANGUAGE BARRIER:
Callme experiment // cx not using English & Hindi//ask cx to drop query on mail // CMN

INCOMPLETE QUERY:
cx wants no info

SHORT CALL// CALL DROP:
call dropped by cx without any concern and saying anything

INCOMPLETE QUERY:
while sharing info call dropped//call drop form filled

SHORT CALL// CALL DROP:
As there is no response from cx side hence after giving warning call disconnected from this end.

FEEDBACK:courier boy did not call cx//mentioning fake remarks

FEEDBACK:puc boy did not call cx //mentioning fake remarks

ISSUE: cx asked about product info
ACTION: info shared
COMM: info shared to cx as per pdp//cx agree

ISSUE: cx wants order confirmation
ACTION: info shared
COMM:order confirmed//info shared//cx agree

ISSUE: cx wants order cancellation confirmation
ACTION: info shared
COMM:order cancelled//info shared//cx agree

ISSUE: cx wants order info (quantity of order)
ACTION:info shared
COMM:quantity placed//info shared//cx agree

ISSUE:cx asked about availability
ACTION:info shared
COMM:asked cx to visit site we have many product available with different qualities//price as per their qualities//cx agree

ISSUE:cx asked about return policy
ACTION:info shared
COMM:TRUST PAY POLICY EXPLAINED//cx can return the product with any valid isssue// 7 days easy return policy//cx agree

ISSUE:cx wants to cancel the order
ACTION:request taken
COMM:order cancelled//cx will receive a confirmation message within some time//cx agree

ISSUE:cancellation in progress//cx asked about refund
ACTION:info shared
COMM:cx will receive order cancellation update in 24 to 48 hrs//once the refund is initiated by our side//as the cx has paid through upi mode //tat shared 5 working days for reflection//cx agree

ISSUE:cancellation in progress//cx asked about refund
ACTION:info shared
COMM:cx will receive order cancellation update in 24 to 48 hrs//once the refund is initiated by our side//as the cx has paid through debit card /debiot card/net banking mode //tat shared 7-10 working days for reflection//cx agree

ISSUE: cx asked about delivery details
ACTION:info shared
COMM: dispacth dates told//promise delivery dates told//ask cx to wait//i will try best to deliver the order asap//within the given time//cx agree

ISSUE: cx asked about delivery details
ACTION:info shared//tracking sms shared to cx
COMM: dispacth date told//courier name shared//tracking details shared//promise delivery dates told//ask cx to wait//i will try best to deliver the order asap//within the given time//cx agree

ISSUE:order is late//delay in dispacth
ACTION:complaint taken
COMM:tat shared 24 to 48 hrs//apology done//ask cx to wait//cx agree

ISSUE:order is late
ACTION:complaint taken
COMM:tat shared 24 to 48 hrs//apology done//ask cx to wait//last tracking update shared//courier name shared//cx agree

ISSUE:order is stuck
ACTION:complaint taken
COMM:tat shared 24 to 48 hrs//last tracking update shared//courier name shared//we wil try to deliver your order asap//apology done//cx agree

ISSUE:cx wants urgent delivery//cx wants delivery on
ACTION:request taken
COMM:dispacth date shared//promised date shared//i will try my best to deliver your order on your given time//cx agree

ISSUE:cx wants urgent delivery//cx wants delivery on
ACTION:request taken
COMM:dispacth date shared//promised date shared//i will try my best to deliver your order on your specific date//cx agree

ISSUE: cx wants to know about delivery
ACTION:complaint taken
COMM:as ofd today first time//address confirmed//courier boy no. shared//courier partner no. name told//ask cx to wait till evening//cx agree

ISSUE: cx wants to know about delivery//already ud mark
ACTION:complaint taken
COMM:as ofd today //address confirmed//courier partner no. name told//ask cx to wait till evening//cx agree

ISSUE:ud mark// cx wants delivery again
ACTION: complaint taken//fndr filled
COMM:ask cx to wait 24 to 48 hrs//address confirmed in fndr//cx agree

ISSUE:cx asked about delivery
ACTION:complaint taken//i m not able to fill fndr//error:Exception while fetching ndr questions
COMM:ask cx to wait 24 to 48 hrs//address confirmed//cx agree

ISSUE :ud mark//miscelleneous//shipper delay//oda marked// cx wants delivery again
ACTION: complaint taken
COMM:ask cx to wait 24 to 48 hrs//address confirmed //cx agree

ISSUE:product received is damaged
ACTION:complaint taken
COMM:apology done//complaint taken//tat shared 2 to 3 days//rpu initiated//ask cx to wait//cx agree

ISSUE:product received is defective//not working
ACTION:complaint taken
COMM:apology done//complaint taken//tat shared 2 to 3 days//rpu initiated//ask cx to wait//cx agree

ISSUE:parts and accessories are missing
ACTION:complaint taken
COMM:apology done//complaint taken//tat shared 2 to 3 days//rpu initiated//ask cx to wait//cx agree

ISSUE:complete product is missing//empty parcel received
ACTION:complaint taken//undertaking form shared
COMM:apology done//complaint taken//tat shared 7 days//ask cx to wait and share ut asap//cx agree

ISSUE:complete product is missing//empty parcel received
ACTION:complaint taken
COMM:apology done//complaint taken//tat shared 7 days//ask cx to wait//cx agree

ISSUE:why was my order cancel ?
ACTION:info shared
COMMUNICATION:info shared// ask cx to place fresh order //apology done// cx agree

ISSUE: cx didn't received order but status shows delivered
ACTION: complaint taken
COMMUNICATION: apology done //pod not shared// ask to wait // tat shared- 6 days for POD // ask reward back of mail // //cx agree

ISSUE- cx didn't received order but status shows delivered//6 days tat breached//pod denial
ACTION- complaint taken
COMMUNICATION- apology done //cx denied for pod// ask to wait // tat shared 7-8 days for re-investigation// ask cx to wait //cx agree

ISSUE- cx didn't received order but status shows delivered//pod not shared//but pod stage selected
ACTION- complaint taken
COMMUNICATION- apology done //pod not shared// ask to wait // tat shared- 24 to 48 hrs for POD // ask cx to wait//cx agree

ISSUE:cx want to cancel his order
ACTION: request taken for cancellation
COMMUNICATION:order shipped // ask cx to refuse at door// cx agISSUE

ISSUE:cx wants to return the product without any genuine concern
ACTION:info shared
COMM:as the product is delivered in good condition as the cx has ordered//so refused as per policy//apology done//cx agree

ISSUE:cx wants to return the product without any genuine concern
ACTION:info shared
COMM:as the product is delivered in good condition as the cx has ordered//the product is not eligible for return and replacement policy//so refused as per trust pay policy//apology done//cx agree

ISSUE: cx wants to return product//rpi denied
ACTION:info shared
COMM: info shared as per mail//we have reviewed your account and found some transactions that do not pass our internal checks//apology done///cx agree

ISSUE:puc done but not marked//puc done on
ACTION:info captured//apuc stage selected//rl panel puc marked
COMM:cx shared fe no.//courier receipt is shared//tat shared 24 to 48 hrs//apology done//cx agree

ISSUE :cx asked about refund//neft details not present
ACTION : mail shared
COMM: ask cx to share neft details as per mail //tat shared 24 to 48 hrs//cx agree

ISSUE :cx asked about refund//neft refund went on hold//refund initiated
ACTION : info shared
COMM: ask cx to wait //tat shared 5 working days//cx agree

ISSUE :cx asked about refund//refund initiated but not reflected
ACTION :complaint taken
COMM: ask cx to wait//tat shared 24 to 48 hrs//apology done//cx agree

ISSUE :cx asked about refund//neft details are invalid
ACTION mail shared
COMM: ask cx to share neft details again as per mail //tat shared 24 to 48 hrs//cx agree

ISSUE :cx asked about refund//refund initiated but not reflected
ACTION :complaint taken//mail shared
COMM: ask cx to share bank statement in pdf form//tat shared 24 to 48 hrs//apology done//cx agree

ISSUE : cx wants to know about product delivery
ACTION : info shared// status shared rto marked
COMM: info shared// product has been returned to seller//ask cx to place new order//apology done//cx agree

ISSUE : order not confirmed payment deducted
ACTION : complaint taken
COMM: info shared// tat shared 72 hrs from bank auto reverse//apology done//cx agree

ISSUE : order not confirmed payment deducted//72 hrs tat breached
ACTION : complaint taken//escalated to refund team stage selected
COMM: info shared// tat shared 24 to 48//apology done//cx agree

ISSUE: cx asking about order pickup
ACTION:request taken//RL panel filled//mail shared
COMM:tat shared 2-3 days // courier name shared//cx agree

ISSUE: cx asking about order pickup
ACTION:info shared//mail shared manual explained
COMM:cx has to send product manually through national courier service//mail shared//tat shared 5 days//apology done//cx agree

ISSUE: cx asking about order pickup
ACTION:info shared
COMM:as puc today//ask cx to wait till evening // courier name shared//cx agree