Notes

case moved to critical escalation
IC Changed as per Cx VOC
cx want to share details later//mail sent
CX RECEIVED THE PRODUCT WITHOUT BRAND NAME
CX HAVING SIZE ISSUES WITH THE PRODUCT
CX RECEIVED DEFECTIVE PRODUCT

https://agent.cloudagent.ozonetel.com/home (OZENTEL LINK)
https://qcx.ozonetel.com/QATool/evaluation-cdr/2 (QA tool )
https://snapdealcx.my.site.com/SnapdealSearch
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit?gid=380668280#gid=380668280 (WHAT's new link)



issue- cx want to know about complaint status(return case)
action-na
comm- cx drop the call


issue-CX RECIVED DEFECTIVE PRODUCT//CX Want to know about pickup
action- info shared on call//Address verified//apology done
communication-tat shared 2-3 days// courier name shared // requested to keep with original packaging//


issue-CX HAVING QUALITY ISSUES WITH THE PRODUCT//CX Want to know about pickup
action- info shared on call//Address verified//apology done
communication-tat shared 24-48 hours // courier name shared // requested to keep with original packaging/



issue-CX HAVING QUALITY ISSUES WITH THE PRODUCT //CX Want to know about pickup
action- info shared on call//apology done
communication- requested to keep with original packaging//ASK TO WAIT TILL 6 PM //AWB Number shared

issue-PRODUCT IS ALREADY PCIKED UP //CX WANT TO KNOW ABOUT COMPLAINT STATUS
action- info shared on call//
communication- product is CCA marked//ask to wait for 24 to 48 hours for update // CX agreed

(DROP AND BUSY )

issue-pickup pending// Want to know about pickup
action- na
communication- cx is busy // cx want call back


issue-pickup pending// Want to know about pickup
action- na
communication- cx is not available//call back required


issue- call connected//cx didn't responded// call disconnected by my side
action- na
comm-na


(Retain )

issue---cx want to retain the product
action--info shared on call //
comm- pickup not required //Reason-


issue---cx don't have Brand packaging //
action--info shared on call //
comm- pickup not required //Denial Given


(Refund)

Issue- cx want to know about Refund
action- Info shared on call
comm-- Refund is already initiated in Snapdeal credits( ) // Ask cx to check the amount

Issue- cx want to know about Refund
action- Info shared on call
comm-- Refund is already initiated in UPI Account( ) // Ask cx to check the amount

Issue- cx want to know about Refund
action- Info shared on call
comm-- Refund is already initiated in Bank Account( ) // Ask cx to check the amount


(Replacement )

issue- cx want to know about the Replacement
action- call connected
comm-Pickup completed//Replacement order initiated//Info shared on call

issue- cx want to know about the Replacement
action- call connected
comm- cx is not available// call back required

(APUC )


issue- APUC case// cx said that product is already picked up
action- info shared on call
communication- tat shared on call 72 hours //
Courier executive no- , Courier name- , Pickup date-

(Language Barrier )

Issue- customer not using Hindi/ English
action- call transferred
comm- cx is comfortable in Malyalam Language // Call transferred in Malayalam language

Issue- customer not using Hindi/ English
action- call transferred
comm- cx is comfortable in Telugu Language // Call transferred in Telegu language


(Multiple suborder//shipped together)

issue- PRODUCT IS ALREADY PICKED UP //MULTIPLE SUBORDERS CASE
action- apology done//info shared on call
comm- order is picked up with this suborder // tat shared 24 to 48 hours for update


issue- One or more item shipped together case//
action- apology done//info shared on call
comm- tat shared 24 to 48 hours for update // Stage selected CRT Investigation done //Status - Closed// Cx profile is ( )

agr profile bad hai to status pending // CRT investigation SCM


(Complete missing )

Issue- Complete item missing(400- 1000)
action- apology done// info shared on call
comm- ask to share the document // mail already shared


Issue- Complete item missing
action- apology done// info shared on call
comm- tat shared 72 hours for update// Stage selected CRT Investigation done //Status - Closed// Cx profile is ( )

agr profile bad hai to status pending // CRT investigation SCM


Rajasthan asking UT macro shared (after 3 attempts of pickup)


Denial -- Rajasthan Final closure (after 6 attempts)

(Rajasthan )

issue-pickup pending// Want to know about pickup
action- info shared on call//
communication-ask to share UT form //Aadhaar Images // Mail shared

issue-pickup pending// Want to know about pickup
action- info shared on call// Denial Given as per Rajasthan CX
communication-- cx said pickup is already done//ask to coordinate with courier boy//

(UD )

issue-out for delivery
action- info shared on call//
communication- ask to wait till 9 PM for product's delivery // cx agreed

Issue: cx want to know about the delivery of the product//marked RTO
Action: call not required
comm: na


Issue- cx want to know about the product
action- info shared// FNDR filled// Address verified
comm-- Apology done// Delivery rescheduled //tat shared 24 hours for delivery re- attempt// cx agreed


https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=0--- what's new

https://notes.io/wzvFx ( ODA mail )