Notes

issue-cx want call
action- info shared on chat
communication- call arranged

Issue: cx didn't confirm the order
Action: na
comm: then chat dropped

issue-query not clear
action- info shared
communication- chat drop

issue- product ud// want to know order status//
action- FNDR not filled// info shared on chat//
communication- chat drop

issue-pickup pending// want to know about pickup
action- info shared on chat//
communication- chat drop by cx

issue-cx want refund
action- info shared on chat
communication- chat drop by cx

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***SHORT CALLS****

Chat Id-

Issue: cx didn't responded after opening
Action: na
comm: na

Issue: cx didn't confirm the order
Action: na
comm: then chat dropped

Issue: cx do not have any query
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

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

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



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

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


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

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


*******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


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

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


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



********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

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

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

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 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 2 hours for update

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

************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

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

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

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


**************RETURN REQUEST**************

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


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


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


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//


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


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//shared the refund/ replacement tat/


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/


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


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


Issue: cx got the empty parcel(amount is <=500rs)
Action: macro shared
comm: apology done//ask cx to share the undertaking form//tat shared 7 days for updat


**********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

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


*************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



************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




Issue: cx want to know about the refund//refund initiated on--


Action: tat shared 5 working days(UPI), 7-10 working days(credit card or debit card)
comm: apology done//ask cx to wait//cx agree




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




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





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


**********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



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

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

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



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

**********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



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




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

***********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


************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





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 7-10 days for update
comm: apology done//shared the complaint status


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

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




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

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

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





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




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




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




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

*************************** THANK YOU *****************************




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