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Genesys-50818
https://notes.io/qVKXa

https://notes.io/qVNQY
1.old case--

https://docs.google.com/spreadsheets/d/1FAF0pfGsK8Ebpyh_GX3HtGFkSJEHdod6B4ZwVvdesXU/edit#gid=862857355
2. pdwp google sheet-

https://docs.google.com/forms/d/e/1FAIpQLSch62PhRYyHCb0D24UDzWSwBse_0-x8hWi5e12N90aU9YFWeQ/viewform

***SHORT CALLS****

Issue: not connected
Action: na
comm: na

Issue: no response from cx
action: na
comm: call drop by cx


Issue: no query
action: na
comm: na




Issue: incomplete query
action: na
comm: cx drop the call




Issue: na
Action: na
comm: cx drop the call//cmn




Issue: no ringing
Action: na
comm: no response from cx side// after giving 3 warnings, call drop from my end//cmn




Issue: no ringing
Action: na
comm: no response from cx side// cx drop the call//cmn




Issue: language barrier
Action: na
comm: na


*****ORDER STATUS*******
Issue: cx want to know about the order status
Action: dd sms sent
communication: shared pdd, ddr// tracking details and courier partner name shared//cmn




Issue: cx want to know about the order status
Action: info shared
communication: shared pdd, ddr//once order will be shipped, you will get the tracking details//cmn





Issue: Order stuck @one location
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr, tracking details//cmn





Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: apology done//shared the courier partner name, tracking details//ask to wait//cmn





Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr//ask to wait//cmn



Issue: urgent delivery request
Action: info shared//dd sms sent
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn


Issue: Specific Request
Action: specific date mentioned//dd sms sent
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn





Issue: order not verify//pending for verification
Action: info shared
comm: apology done//tat shared 24 hours for call//cmn

*****************refund******************
issue-cx want to know about refund
action-info shared
comm-info shared//cmn


*******CANCEL REQUEST*******

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product// money issue// due to late delivery// due to bad experience with previous product
Action: request taken
comm: shared order cancelled//cmn





Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn




Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken//refund tat shared
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn




Issue: cx wants to cancel the order //high price// cx not available// placed order by mistake// do not need the product//shipped state
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn

Issue: cx wants to cancel the order //high price// cx not available// placed order by mistake// do not need the product//shipped state
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//refund initiation tat shared 6 days after order cancel//reflection tat shared,,,,,,,//cmn



********UD CASE*********

Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//cmn






Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR not filled
communication: apology done//tat shared 24 hours for update//cmn



Issue: cx want to know about the order status//UD marked//out of delivery area
Action: ask cx for self pick up
communication: apology done//guide to co-ordinate with courier partner//cmn




Issue: cx want to know about the order status//UD marked(out of delivery area)
Action: complaint raised //FNDR not filled
communication: apology done//tat shared 24-48 hours for update//cmn




Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified
comm: apology done// unable to fill the FNDR// error: --//tat shared 24-48 hours for update//cmn




Issue: cx want to know about the order status //UD marked//order is ofd
Action: complaint raised//address verified//
communication: apology done//ask cx to wait till end of the day//courier partner name shared //cx agreed//cmn

************ADDRESS CHANGE************

Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order
comm: shared can not change the address//also guide to co-ordinate with courier boy//cmn



Issue: cx wants to change the delivery address
Action: info shared
comm: shared address changed//cmn




Issue: cx wants to change the delivery address//bill generated
Action: info shared//ask cx to place a new order
comm: shared can not change the address//also guide to co-ordinate with courier boy//cmn




ssue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn


**************RETURN REQUEST**************
Issue: cx want to return the product//
Action: return req raised//macro shared
comm: apology done//ask to share images via mail//cmn

Issue: cx want to return the product//
Action: return req raised//tat shared 48 hours for pickup
comm: apology done// shared the courier partner name//also guide to pack the parcel in original packing//cmn




Issue: cx want to return the product //
Action: return req raised//tat shared 24 hrs for update
communication: apology done//rpi not initiated//also guide to pack the parcel in original packing//cmn




Issue: shipped together case//got only 1 item
action: Return Request raised
Comm: apology done//rpi not initiated//tat shared 24-48 hrs for update//cmn





Issue: cx wants to know the complaint status(return case)
Action: RL filled// tat shared 2-3 days for pickup
comm: apology done//shared the complaint status//shared the courier partner name//also guide to pack the parcel in original packing//cmn





Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till end of the day
comm: apology done//shared the courier partner name//also guide to pack the parcel in original packing//cmn





Issue: product already picked up but not updated(APUC case)
Action: RL filled//pick up boy no.--
comm: apology done//tat shared 24 hours for update//cx did not have pickup receipt//shared the refund/ replacement tat//cmn





Issue: product already picked up but not updated(APUC case)
Action: RL filled// Customer dispute accepted stage marked//pick up boy no.--
comm: apology done//tat shared 72 hours for update//cx did not have pickup receipt//shared the refund/ replacement tat//cmn





Issue: cx wants to return the product(manual case)
Action: macro shared//Ask cx to share the product within 5 days via national courier//
comm: ask cx to fill the return form, send NEFT details, share courier receipt//cmn





Issue: cx got the empty parcel(amount is less than 500rs.)
Action: info shared
comm: apology done//tat shared 7 days for update//cmn


Issue: cx got the empty parcel(amount is <500, >1000rs.)
Action: info shared//macro shared
comm: apology done//ask to fill undertaking digital from//tat shared 7 days for update//cmn



Issue: cx got the empty parcel(amount is <1000)
Action: macro shared
comm: apology done//ask cx to share the undertaking form and ask to share images//tat shared 7 days for update//cmn


**********OFD*************

Issue: cx want to know about the delivery of the product//OFD
Action: sms sent
communication: ask cx to wait till 6PM//fe number shared//cx agreed //cmn

Issue: cx want to know about the delivery of the product//OFD
Action: info shared
communication: ask cx to wait till 6 PM //cx agreed //cmn

**************************day end******************************




Issue: cx want to know about the delivery of the product//OFD
Action: info shared
communication: ask cx to wait till day end //cx agreed //cmn


*************OFD after UD*************

Issue: cx want to know about the delivery of the product//OFD
Action: info shared///address verified
communication: ask cx to wait till 6 PM //cx agreed //cmn



************REFUND*************

Issue: cx want to know about the refund//refund initiated on--
Action: req raised//macro shared
communication: ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //tat shared 24-48 hrs for update//cmn




Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 5 working days
comm: apology done//ask cx to wait//cx agreed//cmn




Issue: cx wants to know the refund status
Action: PUC done// puc- rpr tat shared
comm: qc tat shared//refund tat and info shared//ask to wait//cmn




Issue: cx wants to know the refund status
Action: PUC done// puc- rpr tat breached
comm: qc tat shared//refund tat and info shared//tat shared 24-48 hrs for update//ask to wait//cmn






Issue: cx want to know about the refund
Action: macro shared//tat shared 24-48 hours for update
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details//cmn


**********FRAUD CALL**************

Issue: Customer reported refund fraud by app download
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn



Issue: lucky draw call received by customer
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn

************PAYMENT ISSUE************

Issue: payment deducted, order not confirmed
Action: tat shared 72 hours
comm: apology done//tat shared 72 hours for auto reverse//cmn




Issue: payment deducted, order not confirmed//tat breached

Action: complaint raised//stage selected (escalated to refund team/pending with snapdeal)
comm: apology done//tat shared 24-48 hours for update//cmn

**********CANCELLED ORDER*************

Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification
comm: shared that product is out of stock//ask cx to place a new order when product will be in stock// cx agreed//cmn




Issue: cx wants to know why order cancelled
Action: info shared
comm: shared that due to Non Serviceability, order cancelled//apology done//cmn




Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason// ask cx to place a new order//cmn

*************************CIP**********************************************
issue-cx want to know about refund//cip case
action-info shared
comm-apology done//tat shared 24-48 hours for update/cmn

***********RTO**************

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order
comm: shared the UD reason with cx//apology done//cmn

************PDWP**********

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken
comm: apology done//shared the delivery status//ask cx to place a new order//cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised
comm: apology done//shared the delivery status// tat shared 24-48 hours for update//cmn




Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 7 days for update
comm: apology done//shared the complaint status//cmn


***************CATP************

Issue: cx wants to return the product as product is---(CATP)
Action: info shared
comm: apology done//shared product is non return-able// cmn




Issue: cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared//denial given for return
comm: info shared//cmn

*************PRODUCT INFO**************

Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed//cmn





Issue: how to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed//cmn

*******************extra amount charged*****************************


ISSUE: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared
comm: info shared//tat shared 24 hours for update// cmn





Issue: invoice related issue
Action: email id confirmed
comm: info shared//tat shared 24 hours for invoice//cx agreed//cmn
cx email-



issue; cx wants the order again
action: sales sms sent
comm: ask cx to place a new order again//cmn

**************denail******************
Issue - cx want to know his return request status
Action - Denial given as per mail
Comm- Denial given as per mail // RPI denial

*******************tat***********************
issue-cx want to know refund status//cca marked
action-info shared//tat shared 24-48 hours for update
comm-info shared//tat shared 24-48 hours for update//cmn

************************self serve*********************************
issue-cx want to return the product
action-info shared//sms sent
comm- apology done//directed to self serve//order name is wrong as per cx concern//suborder name confirmed by cx//cmn


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