Notes

cx called up cx want to know status of the product
as checked SA and told cx that product will be deliver on or before the promise date ie 10 Nov 2021.
shared the promise with cx
tracking id checked
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calling no-
issue-cx asked about delivery status.
Informed customer that the courier service providers will do their best to get the order delivered as per the promised timeline, however, In the unlikely event of the order getting delayed, the courier service providers will be intimated about this and they will attempt the delivery within the next business day.

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DELAY IN DELIVERY
calling no-
cx called up cx want to know status of the product
as checked SA and product was suppose to be deliver on or before the promise date i.e
but not deliver as promise date breached
informed cx team is working on this so please wait till resolution deadline.
tat shared
cx agreed
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REATTEMPT
cx called from
cx called and told that he want to know about the order status
as undelivered so asked to wait for next business day
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DELAY IN SHIPPING
Customer called and wants to know about the status of his order as per the system check the order is delayed for shipping
so apologize and inform him i will forward the complaint to the team they will check and contact you with the resolution.
tat given
cx agreed
cx calling number: -
Alt no.-
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RE-PROMISE
Cx wants to know the reason of re-promise
informed the cx that date has been changed from logistics due to some unforeseen reason, wait for the re promise date
ccn-
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UPDATE CASE
Cx called to know about the complaint status apologized
and informed the cx the issue is already highlighted please wait till tat.
cx calling number: -

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Customer not aware of cancellation
Customer not aware of cancellation and wants to know reason for it
informed the cx that order cancelled by logistics due to unforeseen issues
ccn-
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REFUND
calling no-
cx called to know about the refund of the product
told cx initiate and refund completion date
and also shared promise date and date is
ARN / RRN number shared
sms sent
selfserve pitched
cx agreed
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REFUND DELAY:
cx called from
cx called to know about the refund of the product
told cx initiate and refund completion date
and also shared promise date and date is breached IE
alt number:
tat shared
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Return
CX Calling No: -
Issue: cx called and told that cx received the product but have issue:
packaging manner: confirmed.
Inner packing: - sealed
Outer packing: - sealed
Seal tempered: - no
Troubleshooting: - n / a
Packing Manners: - price tag, Brand Box, unused.
Invoice (With all accessories which cx received with product provided at
the time of pick up return to Fe as same it is) - (Mandatory things.)
RVP address same delivery address.
SELF-SERVE guided to cx
tat shared
cx agreed
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Return on hold because delivery status is not updated post 24 hours:
as cx called and wants to know the status of the return so inform him that the delivery status is not updated yet as post 24 hours so apologize and taken complaint and shared tat.
cx calling number: -
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Return on hold because delivery status is not updated within 24 hours:
cx called from
as cx called and wants to know the status of the return so inform him that the delivery status is not updated yet from the logistic
so it will take 24 hours after u will be notified.
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WM DENIED FOR PICKUP:
cx called and complaints that the pickup is denied by the WM due to the reason
apologize and taken the complaint and shared the tat
ccn-
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RVP DELAYED
cx called from
as cx called and wants to know the return status as per the system check the RVP date is breached so inform him that the request being forwarded
tat shared
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RVP ADDRESS CHANGE AFTER RETURN CREATION
ccn-
customer requests for a change in pickup address after return creation.
Inform customers that the pickup address cannot be changed after return creation.
however he can cancel the return after he can place new request with the new address.
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AMOUNT DEBITED ORDER NOT CONFIRMED
cx called from
cx called and told that amount has been debited order not confirmed
told cx to wait till 24 hours (either the order will be confirmed if not then cx will get refund notification)
cx agreed
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UNREGISTERED NUMBER
cx called from
cx called up from unregistered no and cx fails to confirm registered email id
so told cx that check the email id from account setting
so request cx that call from a registered Mobile No
self serve
cx agreed.
************************************************************************.
CANCELLATION AND RETURN POLICY
cx called from
cx called and told that he have an issue in the product
checked SA and told the return policy of the product ..
apologize to the cx and denied the request of cx for return
cx agreed
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Return policy:
as customer called and wants to know about the return policy
so inform him the policy as per the order that the policy is for 10 days if got defective or damaged or mis -shipment order
cx calling number: -
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WRONG RETURN REQUEST
cx called from
cx called and told that he have multiple issue in the product as checked SA the request raised was incorrect so told to cancel the request and raise new request after 48 hours as option for return will be highlighted
selfserve pitched
cx agreed
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INSTALLATION
cx called and told that he want to know about the installation of the product
as checked the SA the product is status not updated to delivered so inform him that installation will be done within 48-72 hrs after the delivery
wait till 24 hrs for the status update of installation
self serve pitched
cx agreed
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AFTER DELIVERED
as cx called and wants to know about the installation date
so information given him that he installation will be done on or before
CCN-
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INSTALLATION RELATED INFO
cx asking about installation
This product doesn't require installation
ccn-
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INSTALLATION DELAY
Cx called and told that he want to know about the installation of the product
installation was supposed to be done on IE
promise date breached
service id:
ccn:
Address:
tat shared
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INSTALLATION ADDRESS CHANGE
as cx called and wants to change the address for the installation
so inform him i will forward the request to the team with new address
address:
landmark:
pin:
tat shared:
cx calling number:
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WHEN TECH VISIT HAPPEN
Cx called and wants to know the return status of his product
so inform him that first the tech visit will be happen on or before
CCN-
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Tech-visit appointment date breached
CX called and said that technician visit still not happened
date breached
communication received-
tat shared
ccn-
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RETURN CANCELLATION
Wants to cancel the Request cx raising a wrong requested and after that WM denied to pick the product.
so want to cancel the request cancellation policy shared with cx
request for new request try after 48 hours
self serve guide
cx agree
cx calling number: =
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SERVICE CENTER DETAILS
cx called and said they want to go to service center as the product having the issue with the product.
and want to claim the warranty with the product.
so request cx to contact the brand
so provide cx the details of the service center.
cx calling number: =
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PAYMENT AWAITING
cx wants to know product status as payment is pending.
inform the customer that the payment is awaiting, and please wait till 24 hrs.
In case the order is not place the amount is refunded to the bank account.
if the order is placed then you get the notification regarding your order.
cx calling number: -
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PAYMENT FAILED
inform the customer that the payment is failed
In case the amount is debited from the bank account,
Request customers to get in touch with the bank's customer care
(number can be found behind the debit / credit card)
cx calling number: -
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BLACKLISTED ISSUE
cx called from
cx called and told that he is not able to login his account
as checked account blacklisted
told that he will receive a mail in which he have reply
tat shared
cx agreed
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BLACKLISTED (2nd contact)
as cx called for the same issue that he is unable to login his account so inform him that plz reply on the email that he received
cx calling number: -
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CX NOT RECEIVED THE PRODUCT BUT GOT DELIVERY CONFIRMATION SMS/EMAIL
cx call and said he not get her product but the delivered shown in system.
so ask cx to confirm from the family and neighbors.
cx said they confirm from everyone but no one can take the product.
so cx want his product as he paid the amount
tat shared
cx calling number: =
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EMI ISSUE
cx called to know about the EMI and its terms and condition
checked SA and told step by step the emi features
self-serve pitched
cx agreed
cx called from
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Customer wants to know if EMI works on Debit card:
cx called from
told cx that cx have to check the eligibility of debit card emi
send a text msg of DCEMI on 57575
cx agreed
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UNABLE LOGIN THE ACCOUNT
cx called not able to login the account
told cx to reset the password following steps from desktop website
as cx gets OTP for reset cx will able to login the account
self serve pitched
cx agreed
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WISH-MASTER DENIED TO PICK UP (PREXO)
cx called from
cx called and told that wish-master denied for pickup as there was scratch on product body
Yoda the denial was invalid so issue forwarded
tat shared
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CALL DROP
cx called and disconnected and unable to provide any info
cx calling number: -
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LANGUAGE CALL BACK
cx called and wants the call back in Telugu language
so inform select the language while calling
cx drop the call
cx calling number: -
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WARRANTY GUARANTEE RELATED
cx called and wants to know about the warranty of the product form the brand
so inform him that the brand warranty is for
cx agreed
cx calling number:
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OUT OF STOCK ENQUIRY
cx wants to purchase product but showing out of stock
informed the cx that it is not available from seller end for his pincode
Enable Notify me
ccn-
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SYSTEM DOWNTIME
ccn -
cx wants to know return status // return is cancelled due to TNS RVP Fraud
informed the cx to raise the return from his end, as unable to raise due to technical error
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RETURN CANCEL STATE POST 48 HOURS
Return in cancel_requested state post 48 hours , cx unable to raise new return
tat shared
ccn-
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RETURN CANCEL STATE
Return in cancel_requested state , 48 hours not completed , cx unable to raise new return
asked to wait for 48 hours for the status to get completed
ccn-
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Customer has shipped the product, but not received at warehouse
ccn-
alt no.-
cx wants to know the pickup date
it is showing that cx has to return the product himself
Customer will return - true
so raised the issue and tat shared