Notes

+919353325001 sfx
1800 103 6354 delhivery
+91 (020) 4911 6100 xpressbees
1860 233 1234 bluedart
+91 800 208 1888 ekart
+91 837 688 8888 ecom

issue -
action taken -
communication -

issue - call drop
action taken - NA
communication - call dropped by cx

issue - incomplete query
action taken - NA
communication - cx was not responding/ call dropped by cx

issue - empty parcel case
action taken - apology done
communication - cx got empty parcel / ask to share undertaking form/ TAT shared 7 days

issue - RPI not done
action taken - info shared
communication - cx want to know abt his complaint/ RPI not done/ TAT shared 24-48 hours

issue - CATP case
action taken - info shared
communication - cx want to return product bcoz of issue / denial given as per policy

issue - shipped together case
action taken - info shared
communication - cx got only one product instead of 2/ apology done/ TAT shared 24-48 hrs

issue - RPI denial case
action taken - info shared
communication - cx want to know abt complaint/ info shared that his complaint is closed bcoz it do not pass our internal checks

issue - Pickup pending
action taken - info shared
communication - cx want to know abt Pickup / ask to wait till end of day as executive is out for Pickup

issue - Pickup related
action taken - RL panel filled/ macro shared
communication - cx want to know abt Pickup / Pickup not done so Pickup rescheduled/ TAT shared 2-3 days

issue - Pickup related
action taken - RL panel filled/ macro shared
communication - cx want to know abt Pickup / status shows OFP but cx came after 6 PM nd Pickup not done so Pickup rescheduled/ TAT shared 2-3 days

issue - fake call/msg for winning prize
fraudster's details - mobile no.
communication - cx got call/msg for winning prize/ told that don't share prsnl info
amount debited - No

issue - account deletion related
action taken - info shared
communication - cx want to delete his account/ info shared for the same

issue - product related
action taken - info shared
communication - cx want to know abt product/ info shared

issue - refund related
action taken - info shared
communication - cx want to know abt refund/ warehouse QC/ QC pending/ TAT shared

issue - Product UD
action taken - info shared/ unable to fill FNDR
communication - cx want to know abt delivery of product/ address verified/ told that we will try to deliver product ASAP/ status is OFD but cx came after 6 PM so TAT shared 24-48 hours

issue - Product UD
action taken - info shared/ FNDR filled
communication - cx want to know abt delivery of product/ address verified/ told that we will try to deliver product ASAP/ TAT shared 24-48 hours

issue - Product UD
action taken - info shared
communication - cx want to know abt delivery of product/ address verified/ product is OFD so ask to wait till end of day

issue - item stuck
action taken - apology done
communication - cx want to know abt delivery details/ no update after / ask to wait for 24-48 hours

issue- PDWD case
action taken- apology done/ info shared
communication- cx want to know abt product which shows delivered/ PDWD case/ TAT shared 6 days for POD

issue - specific delivery request
action taken - request taken
communication - cx want delivery of product today/ told that we will try to deliver product as per ur preference

issue - order outside SLA
action taken - info shared
communication - cx want to know abt status of product/ product is not dispatched yet / product is reached at destination/ TAT shared 24-48 hours

issue- POD denial case
action taken- apology done/ info shared
communication- cx want to know abt product which shows delivered/ POD denial case/ TAT shared 7-10 working days

issue - RTOed order complaint
action taken - info shared
communication - cx want delivery of product/ RTO marked/ ask to place new order

issue - specific delivery request
action taken - request taken
communication - cx want product on or before / told that we will try our best to deliver product as per ur preference

issue - refund related
action taken - info shared
communication - cx want to know abt refund/ cx refused to receive product from doorstep/ TAT shared 6 working days for RTO/ refund process explained

issue - Manual RPU case
action taken - info shared
communication - cx want to know abt return request/ manual explained/ TAT shared 5 days for sending product nd sharing courier receipt

issue - payment deducted, order not confirmed
action taken - info shared
communication - cx want to know abt payment deducted from his account/ auto reversal TAT breached/ TAT shared 24-48 hours

issue - APUC case
action taken - RL panel updated
communication - cx want to know abt refund/ PUC done but not updated/ TAT shared 72 hours
FE no.

issue - multiple suborder case
action taken - RL panel updated
communication - cx want to know abt refund/ PUC done with suborder: / TAT shared 24-48 hours

issue - refund related
action taken - info shared
communication - cx want to know abt refund/ refund initiated/ cx not received refund/ ask to share bank statement/ TAT shared 24-48 hours

issue - delivery details
action taken - SMS sent
communication - cx want to know abt delivery details/ DDR shared along with location

issue - refund/replacement related
action taken - info shared/ RL panel updated as cx told
communication - cx want to know abt refund/replacement/ cx told PUC done just now/ TAT shared

issue - order cancellation
action taken - request taken
communication - cx want to cancel the order bcoz / ask to refuse at doorstep

issue - want to change mobile no
action taken - info shared
communication - cx want to change mobile no./ told that same no. is already updated which he want to update

issue - delivery details
action taken - SMS sent
communication - cx want to know abt delivery details/ product is OFD so ask to wait till end of day

issue - refund pending
action taken - macro shared for NEFT details
communication - cx want to know abt refund/ refund pending due to NEFT details/ ask to share NEFT details/ TAT shared 24-48 hours

issue - return/replacement
action taken - apology done/ complaint raised
communication - cx want to return product bcoz / TAT shared

issue - change delivery address
action taken - address changed
communication - cx want to change the address so address changed

issue - order outside SLA
action taken - apology done
communication - cx want to know abt delivery details/ no update after / ask to wait for 24-48 hrs

issue - refund related
action taken - info shared
communication - cx want to know abt refund/ cancellation in progress/ TAT shared 24-48 hours for cancellation nd 24-48 hours for refund initiation post cancellation

issue - refund related
action taken - info shared
communication - cx want to know abt refund/ refund initiated/ cx has not check in account so ask to check in account/ UTR no. shared

issue - payment deducted, order not confirmed
action taken - info shared
communication - cx want to know abt payment deducted from his account/ TAT shared 72 hours for auto reversal