Notes

:) **Mani Romi Thind** :)

********************************************************************************************************************************
( Calls not response )

issue - call not connected
action- sms share
comm.- N/A.

cx drop/short call
issue- N/A
action- N/A
Comm.- N/A

cx dropped the call while share info so call drop form Filled
issue- N/A
action- N/A
Comm.- N/A

don't use Hindi /English
issue-N/A
action- apology done
comm.- asked to drop an e-mail for help
[email protected]

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

cx don't response after 3 warning call disconnect
action- N/A
Comm.- N/A
-------------------------------------------------------------------------------------------------
( Delivery Details )

Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied /

Issue:- cx wants to know delivery details
Action:- ddr shared
Comm:- info given // cx agree

Issue - Customer ask about delivery details (Specific Delivery)
Action - Customer wants delivery before Promise date // assured to customer for fast delivery // ddr shared // Specific Delivery Request raised //Date captured
Communication - Information given // customer satisfied //

Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //

Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //

Issue - Customer ask about delivery details (OFD)
Action - Courier boy's number shared // Tat shared till end of day // courier partner's name shared //
Communication - Information given // customer satisfied //

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 //

Issue - Customer ask about delivery details (UD)
Action - UD mark // FNDR filled // apology done // address verified // tat shared 24-48 hrs //courier partner's name shared
Communication - Information given // customer satisfied //

Undelivered (oda/shipped delay/mislenous)
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // fndr filled not filled
Comm:- tat shared 24 to 48 hours // cx agree

(Undelivered due to delivery partner)
Issue:- cx wants to know delivery details
Action:- courier details shared // apology done // address verified // fndr filled // feedback taken for delivery executive
Comm:- tat shared 24 to 48 hours // cx agree

Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done //pod not shared// ask to wait // tat shared 24-48 hours /
Communication - Information given // customer satisfied //
-------------------------------------------------------------------------------------------------
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 //


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

RTO
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order // apology done
Communication - Information given // customer satisfied

RTO (item not available)
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order for similar item as item not in stock // apology done
Communication - Information given // added cx email id in pdp for item available notification// customer satisfied




-------------------------------------------------------------------------------------------------
( Pickup )
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //courier partner's name shared
Communication - Information given // customer satisfied //

Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 72 Hours //
Communication - Information given // customer satisfied //
Courier Boy Name - Courier Boy No.-

(Out for pickup)
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait // address verified/
Communication - Information given // customer satisfied //

(manual pick up)
issue:- cx wants to know pick up details
action:- info cx about manual pick up // macro shared // apology done
comm:- details given to cx about manually send courier charges // cx agree
-------------------------------------------------------------------------------------------------
PDWP
issue:- cx didn't receive the product
action:- complaint taken tat shared 6 days
comm:- apology done// probing done // cx agree

PDWP(POD DENIAL)
issue:- cx' didn't receive the product
action:- complaint registered// tat shared 7 to 10 bs days
comm:- apology done// cx agree
-------------------------------------------------------------------------------------------------
one or more item ship together
issue:- cx order for two item but received only one
action:- complaint taken tat shared 24 to 48 hours
comm:- apology done // cx agree

-------------------------------------------------------------------------------------------------
( Cancel )
Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //

why order cancel (reason not mentioned)
issue:- cx wants to know why order cancel
action:- apology done // reason not shared of cancellation as not mentioned
comm:- info given // cx agreed // ask Customer to place fresh order




Issue - Customer want to cancel his order (Shipped)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
-------------------------------------------------------------------------------------------------
( Return / Replace )
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //

RETURN/REPLACE (rpi generate on call )
Issue - Customer wants to return the order due to item damage
Action - complaint taken // tat shared 2 to 3 day //Courier partner's name shared// guide cx for original packaging // rpu initiated on call//
Communication - Information given // customer satisfied // courier details shared

Return replace (rpi not generate)
Issue - Customer wants to return the order due to item damage
Action - complaint taken // tat shared 24-48 hrs // guide cx for original packaging//Apology done//
Communication - Information given // customer satisfied // courier details not shared as rpi not generate

Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - Information given // customer satisfied //

Issue - empty parcel case
Action- complaint taken // tat shared //Apology done//
Communication - Information given // customer satisfied /

Issue - item shipped together case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied //

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

CCA and CIP
issue:- cx wants to know refund status
action:- complaint already cca but refund still not initiated // status show cancellation in progress
comm:- tat shared 24 to 48 hours // cx agree

return (warehouse qc)
issue:- cx wants to know refund details
action:- order already picked up // guide about refund process
comm:- request cx to wait till order reached ware house // refund details given // cx agree
-------------------------------------------------------------------------------------------------
(Refund Status)
Issue - Customer asked about refund status
Action - INf given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //

Issue - Customer asked about refund status
Action - NEFT details not present // asked to share neft details // Mail shared // inf given //
Communication - Information given // customer satisfied //

Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected // tat shared - // Asked to share bank account statements // Mail shared //
Communication - Information given // customer satisfied //

Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //

Issues - customer wanted to know about the return policy
Action- inf shared to customer about terms and conditions regarding 7 days return policy //
Communication - Information given // customer satisfied //

-------------------------------------------------------------------------------------------------
(Change Address)
Address change (not done)
Issue - Customer wants to change delivery address
Action- Denied to customer as it's not in editable stage
Communication - Information given // customer satisfied

Address change (done)
Issue - Customer wants to change delivery address
Action- change address as per cx voc
Communication - Information given // customer satisfied
-------------------------------------------------------------------------------------------------
FRAUD CALL -
Issue - lucky draw call received by customer
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch
Communication - Information given // customer satisfied

FRAUD CALL -
Issue - cx received sms/courier related to fraud
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch
Communication - Information given // customer satisfied

FRAUD CALL -
issue:- cx reported refund fraud issue via any desk/remote
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch
-------------------------------------------------------------------------------------------------