Notes

Ajay Rana
[email protected]
ajay@123
my no.- 7505093432

***SHORT CALLS****

Genesys - 50258
Call Dropped // call back done

Genesys - 50258
Issue: not connected

Genesys - 50258
Issue: no query

Genesys - 50258
Issue: incomplete query
action: na
comm: cx drop the call

Genesys - 50258
Issue: na
Action: na
comm: cx drop the call//cmn

Genesys - 50258
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



Genesys - 50258
Issue: language barrier
Action: guide for call back in prefer language
comm: ask to mail us//cmn



*****ORDER STATUS*******
Genesys - 50258
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



Genesys - 50258
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


Genesys - 50258
Issue: cx want to know about the order status
Action: info shared
communication: shared pdd, ddr//




Genesys - 50258
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




50258
Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: apology done//shared the pdd, ddr, tracking details//ask to wait//cmn




Genesys - 50258
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




Genesys - 50258
Issue: Specific Request
Action: specific date mentioned//dd sms sent
communication: shared pdd, ddr,




Genesys - 50258
Issue: order not verify//pending for verification
Action: info shared
comm: apology done//tat shared 24 hours for call//cmn




*******CANCEL REQUEST*******
1
Genesys - 50258
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


2
Genesys - 50258
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


3
Genesys - 50258
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



********UD CASE*********
Genesys - 50258
Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified
commtat shared 24 hours

Genesys - 50258
Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR not filled//address verified




communication: apology done//tat shared 24 hours for update//cmn


Genesys - 50258
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


Genesys - 50258
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 hours for update//cmn



Genesys - 50258
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************
Genesys - 50258
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


Genesys - 50258
Issue: cx wants to change the delivery address
Action: info shared
comm: shared address changed//cmn



Genesys - 50258
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



Genesys - 50258
issue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn


**************RETURN REQUEST**************
Genesys - 50258
Issue: cx want to return the product//
Action: return req raised//
comm: apology done //also guide to pack the parcel in original packing//cmn


Genesys - 50258
Issue: cx want to return the product//
Action: self serve // sms Send
comm:


Genesys - 50258
Issue: cx want to return the product//
Action: return req raised//tat shared 2-3 days for pickup
comm: apology done// shared the courier partner name//also guide to pack the parcel in original packing//cmn



Genesys - 50258
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



Genesys - 50258
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




Genesys - 50258
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



Genesys - 50258
Issue: cx wants to know the complaint status(return case)
Action: RL not filled// tat shared 2-3 days for pickup // mail marked
comm: different item // mail dropped //



Genesys - 50258
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

Genesys - 50258
Issue: product already picked up but not updated(multiple suborder)
Action: suborder filled in RL//
comm: tat shared 48 hours for update//
suborder picked up-


Genesys - 50258
Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//
comm: tat shared 72 hours for update//
Pickup Team -
Pickup FE no.-
Pickup Date-

Genesys - 50258
Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//
comm: tat shared 24 hours for update//
Pickup Team -
Pickup FE no.-
Pickup Date-



Genesys - 50258
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


Genesys - 50258
Issue: cx wants to return the product(manual case)
Action: address filled in Address
comm- 48 hour tat shared


Genesys - 50258
Issue: cx wants to return the product(manual case)
Action: 48 hour tat shared
comm: cx told she cant send parcel manually want pickup from our side // cx insist want pickup from our side





Genesys - 50258
Issue: cx got the empty parcel(amount is less than 500rs.)
Action: info shared
comm: apology done//tat shared 7 days for update//

Genesys - 50258
Issue: cx got the empty parcel(amount is B/W 500-1000 rs.)
Action: macro and sms shared
comm: apology done//tat shared 7 days for update//



Genesys - 50258
Issue: cx got the empty parcel(amount is more than 1000rs)
Action: macro shared
comm: apology done//ask cx to share the undertaking form//tat shared 7 days for update//
also Id Proof // Snapdeal Packaging // invoice


**********OFD*************
Genesys - 50258
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

Genesys - 50258
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 //

Genesys - 50258
Issue: cx want to know about the delivery of the product//OFD
Action: info shared
communication: ask cx to wait till end of the day




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

Genesys - 50258
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 //



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

Genesys - 50258
Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent//macro shared
comm: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //tat shared 24-48 hrs for update//cmn



Genesys - 50258
cx want to know about the refund// ask cx to check RVF

Genesys - 50258
issue- refund pending
action- 24-48 hours
comm- ask cx to wait

Genesys - 50258
Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent
communication: UTR number shared // if didn't receive try to contact us // and send statement on [email protected]


Genesys - 50258
Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent
communication: UTR number shared // if didn't receive try to contact us


Genesys - 50258
Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7 working days(UPI)
comm: apology done//ask cx to wait//cx agreed//cmn


Genesys - 50258
Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days(credit card )
comm: apology done//ask cx to wait//cx agreed//cmn

Genesys - 50258
Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days( debit card)
comm: apology done//ask cx to wait//cx agreed//cmn



Genesys - 50258
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************
Genesys - 50258
Issue: payment deducted,order not confirmed
Action: tat shared 72 hours
comm: apology done//tat shared 72 hours for auto reverse//cmn



Genesys - 50258
Issue: payment deducted,order not confirmed//tat breached
Action: complaint raised//stage selected (escalated to refund team)




comm: apology done//tat shared 24-48 hours for update//cmn

**********CANCELLED ORDER*************
Genesys - 50258
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



Genesys - 50258
Issue: cx wants to know why order cancelled
Action: info shared
comm: shared that due to Non Serviceability, order cancelled//apology done//cmn



4
Genesys - 50258
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

***********RTO**************
Genesys - 50258
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**********
Genesys - 50258
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

Genesys - 50258
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised // 48 hours
comm: apology done//shared the delivery status//


Genesys - 50258
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised
comm: apology done//shared the delivery status// tat shared 7 days for update//cmn



Genesys - 50258
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 7-10 days for update
comm: apology done//shared the complaint status//cmn


***************CATP************
Genesys - 50258
Issue: cx wants to return the product as product is---(CATP)
Action: info shared
comm: apology done//shared product is non return-able// cmn



Genesys - 50258
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**************
Genesys - 50258
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed//cmn




Genesys - 50258
Issue: how to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed//cmn



Genesys - 50258
ISSUE: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared
comm: info shared//tat shared 24-48 hours for update// cmn




Genesys - 50258
Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed//cmn

Genesys - 50258
issue; cx wants the order again
action: sales sms sent
comm: ask cx to place a new order again//cmn


Genesys - 50258
issue- cx want to know refund status
action- CIP (stuck) (48 hour)
comm- ask cx to wait 48 hour // cx agreed //

Genesys - 50258
issue- cx want to know refund status
action- CIP (stuck)
comm- remaining days tat shared // cx agreed //

Genesys - 50258
issue- cx want to know complaint status //
action- soft denial // mail marked for images //
comm- info shared// cx insist want refund or replacement of product //



Genesys - 50258
issue- cx want to know complaint status (RPI denial )
action- denial given //
comm- info shared //




pulse 50041 sa
http://172.16.211.116:9090/pulse/plugins/pulse/#/


Service Center form :
https://docs.google.com/forms/d/1QWD69bb9FTqecp1b7mdOiLppRJ4AuQcqjw5ptevOFxc/viewform?edit_requested=true#settings


username- [email protected]
pass- W!ndo$7953#



ileads access
http://172.31.32.242

workspace
http://172.16.211.113/WDE/publish.htm

service centre

https://docs.google.com/forms/d/1QWD69bb9FTqecp1b7mdOiLppRJ4AuQcqjw5ptevOFxc/viewform?edit_requested=true#settings


high ageing case
https://docs.google.com/spreadsheets/d/1wH6LmJXDEbuTSeATryaFX7KC84_bUHNsm6T0etd4X_A/edit#gid=993047666


PDWP
https://docs.google.com/forms/d/e/1FAIpQLSch62PhRYyHCb0D24UDzWSwBse_0-x8hWi5e12N90aU9YFWeQ/viewform?usp=sf_link

PDWP
https://docs.google.com/forms/d/e/1FAIpQLSch62PhRYyHCb0D24UDzWSwBse_0-x8hWi5e12N90aU9YFWeQ/viewform?usp=sf_link



issue- voice is not coming

Genesys - 50258
Issue: cx want to know about the refund//
Action: info shared
comm: info shared about refund mode // cx ask for bank refund // cx didn't want refund in RVF //


Issue: na
Action: na
comm: no voice coming from cx side// after giving warnings, call drop from my end//cmn



issue- na
action- na
comm- call disconnect

Issue :- manual return case
Action:- mail send
Comm:- cx send product manually // ask cx to send courier receipt // 😊







Under taking form

1)To whom was the shipment delivered?SelfFamily MemberNeighbourSecurity GuardAny Other __________________________________
2)Condition of Outer package (Polybag/Carton) at the time of delivery?(a)Was the Outer packaging (Polybag/Carton) intact at the time of delivery?YesNo(b)If No, then please let us know the issues in packaging?Outer/ safety packaging having snapdeal mark/ logo were missing.Cut mark on the packing.Any other type of tape (apart from Snapdeal) was found on the packaging.Packaging was already opened.Packaging was damaged.Any other __________________________________________3)Was the inner (Brand Box) packet intact before opening the box?YesNo(a)If No, then please select to let us know the issues in Inner (Brand box) packaging?Brand Box was damaged.Cut mark on Brand Box.Cut mark on the seal.Seal was tampered.4)Any other Remarks/Feedback?

Name- / s/o // order name // date // place // order id // signature