Notes

***SHORT CALLS****

Issue: not connected
Action: cmb sms sent
comm: na




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: mail id shared
comm: ask to mail us//cmn



*****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 pdd, ddr, 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: 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



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


Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24-48 hours for update //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



********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//address verified
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
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 6 PM//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// asked cx to share the new address
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


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


Issue: cx want to return the product //Issue-
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: One or more item is missing 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: macro shared //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// info shared
comm: apology done//tat shared 24 hours for update//ask cx to wait // cmn


Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//pick up boy no-
comm: apology done//tat shared 72 hours for update//cx did not have pickup receipt//ask cx to wait // 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 wants to return the product(manual case)
Action: Asked cx to shared the alternate address//RL filled /// info shared
comm: TAT shared 24-48 hours for update // Apology done // assurance given// cmn




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

Issue: cx got the empty parcel(amount is more than 500rs and less that 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done//ask cx to fill the Digital form and submit it from his end //tat shared 7 days for update after submitting the digital form // cmn

Issue: cx got the empty parcel(amount is <=1000rs)
Action: macro shared(Empty parcel updated )
comm: apology done//ask cx to share the undertaking form//tat shared 7 days for update after receiving the UT form // 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

*************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//rrn sms sent//macro shared
communication: 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 after receiving the bank statement // cmn




Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 6 days (bank offline refund ), 7-10 working days(credit card or debit card), 7 working days (UPI)
comm: apology done//ask cx to wait//cx agree// cmn


Issue: cx want to know about the refund
Action: macro shared (ask for NEFT details )//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

**********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 but order not confirmed
Action: tat shared 72 hours
comm: apology done//tat shared 72 hours for auto reverse//cmn




Issue: payment deducted but 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*************

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: apology done//shared the cancellation reason// ask cx to place a new order//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


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// TAT shared 24-48 hours for initiation// TAT shared (7-10 working days , 24 hours ) for reflection after initiation //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// normal delivery
comm: apology done//shared the delivery status// tat shared 7 days for update and for POD //cmn




Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: Info shared
comm: apology done// Denial given as the order is delivered after the OTP verification/// cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (OTP verification delivery )
comm: apology done//shared the complaint status// ask cx to wait //cmn

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (Re-investigation)
comm: apology done//shared the complaint status// ask cx to wait //cmn

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

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




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

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

Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update// cmn
cx mail id -

Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared // apology done// denial given as per RA remarks /// cmn


Issue - Cx want to know his refund status
Action - Info shared // initiate date -
Comm- apology done// asked cx to check on his end refund is already initiated on Snapdeal credit //cmn


Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- apology done //TAT shared 48 hours for update// ask cx to wait //cmn

Issue- cx want to know his refund status
Action- Info shared (CIP marked ) (Escalated to Tech team )
Comm- apology done //TAT shared 8 days for update// ask cx to wait //cmn

Issue- cx want to know his refund status
Action- Info shared // NEFT went on hold // CCA marked
Comm- apology done //TAT shared 5 working days for update// ask cx to wait //cmn


Issue- cx want to know his refund status
Action- Info shared // CCA marked
Comm- TAT shared 24 hours for update // apology done