Notes

TDR - 1814//10859
ABHINAV PAINULY

IVR - [email protected] // pass - ABhinav@#123
CRM - [email protected] // pass - ABhinav@#123asdf
MODDLE - [email protected] // pass - FCtraining@123
ICE WRAP -ufb1Rmrcd@tsasdf

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Cx called regarding the FC xxx // ORDER xxx
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## PINCODE SERVICE UNAVAILABILITY

Cx called regarding the pincode service unavailablity // cx said she is not able to place order in her pincode // apology done // info shared that it depends on the service // currently it is not available // assurity not given // feedback taken // summary shared regarding pincode service

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## BANK STATEMENT // UPI

Cx called regarding the FC ID xxx // ORDER xxx // cx wants to know about her refund // cx said refund not credited yet // apology done // refund initiation date - xxx // ask cx to share bank statement from the date of purchase till today in PDF format on CC // cx agreed

## BANK STATEMENT // COD

Cx called regarding the ORDER xxx // cx wants to know about his refund // cx said refund not credited yet // apology done // refund initiation date - xxx // ask cx to share bank statement from xxxx till today in PDF format on CCID // cx agreed

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## SR REVERT

Cx called regarding the FC ID xxx // ORDER xxx // CX SAID SHE CHANGED PICKUP ADDRESS BUT ADDRESS NOT CHANGED // CX WANTS TO CHANGE HER PICKUP ADDRESS // APOLOGY DONE // ASK CX TO WAIT FOR 72 HOURS FOR PICKUP CANCELLATION // AS SOON AS PICKUP GOT CANCELLED CALL US BACK WE WILL BE MARKING NEW REQ // UNTIL KEEP THE PRODUCT UNUSED WITH BRAND TAG // CX AGREED

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## NOP // SYSTEM CANCELLATION

Cx called regarding the ORDER xxx // CX SAID PARTAIL AMOUNT REFUNDED // INFORM CX THAT DUE TO SYSYTEM DRIVEN ACTIVITY AMOUNT DEDUCTED // CX SAID CORRECT PRODUCT WAS RETURNED // APOLOGY DONE // ASK CX TO WAIT FOR 3-4 WH for REFUND IN WALLET // CX AGREED

TAGGING :: CANCELLATION // SYSTEM CANCELLATION // CANCELLATION BY FRUAD TEAM

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## SELF RETURN CONFIRMATION

Cx called regarding the amount, RS xxx // FC ID xxxx // ORDER xxxx // cx said amount not refunded yet // apology done // ask cx to wait for ASAP // will provide update ASAP // team will validate the received product to our warehouse in resalable condition // then update will be provided // cx agreed

TAGGING :: Inquiry //// OSR Returns Query //// Self Return Confirmation (Received at Origin)

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## IMAGES ASKED

Cx called regarding the FC ID xxx // ORDER xxx // cx said he received English language book instead of English commutative book // different book said cx // apology done // ask cx to share images of 1.INVOICE COPY, 2.AWB PASTED ON CARTON, 3.PRODUCT IMAGE ON CC.// cx agreed // until keep the product unused with brand tag //

TAGGING :: INQ // OSR //I MAGES ASKED

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## EMAIL ID CHANGE

Cx called regarding the change of mail ID from xxx to xxx // cx confirm OTP // ask cx that we have changed mail ID // wait for 10-15 min // inform cx that logout from FC app and then relogin // cx agreed

TAGGING : MODIFY // EMAIL ADDRESS // NEW-EXISTING
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## CANCELLATION

Cx called regarding the address change, but product shipped // ORDER xxx // cx said she mentioned wrong pin code // apology done // informed cx that products are shipped, so address can not be changed // cx ask for cancellation // guided steps for cancellation // ask cx to wait for 72 hours for update // refund tat shared // cx agreed

TAGGING :: INQUIRY // OCR // NEW/EXIS

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## BEFORE DISPATCH

Cx called regarding the FC ID xxx // ORDER xxx // cx said he wants delivery asap // ask cx to wait for dispatch // time shared // as soon as it gets dispatch // will be notified // cx agreed

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BOT RELATED QUERY // CC PROBLEM

ISSUE : cx said she is facing problem while connecting with us // apology done // feedback mention // ask cx that issue is already highlighted // will provide resolution ASAP

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## NEW REQ // GUIDED TO CX

Issue : cx wants to exchange his product with 0-3 year // FC ID xxx // ORDER xx // cx got the same size, but size not fit // apology done // guided steps to raise a req // ask cx to wait 4-5 WD for pickup // once pickup done exchanged will be dispatched and will be notified // until keep the product unused and with proper brand tag // cx agreed

TAGGING :: INQUIRY // OSR // NEW REQ

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## NPR // PICKUP STATUS

cx wants to know about his pickup status // RVP xxx // FC ID xxx // ORDER xxx // apology done // ask cx to wait for 4-5 working days for pickup // until keep the product unused and with proper brand tag // after pickup done refund will be initiated

## NPR // PICKUP STATUS

cx wants to know about his pickup status // FC ID xxx ORDER xxx // RVP xxx // apology done // ask cx to wait for 72 hours for pickup update // until keep the product unused and with proper brand tag // after pickup done refund will be initiated //

## Issue : cx called regarding the FC ID xxx // ORDER xxx // CX SAID PICKUP NOT DONE YET // VEHICLE ISSUE // apology done // ask cx to wait for 72 hours for update // issue already highlighted // once pickup done, refund will be initiated in FC wallet // cx drop the call later



## Cx called regarding the FC ID xxx // ORDER xxx // cx wants to know about her pickup status // apology done // ask cx to wait for 4-5 WD for pickup// once pickup done, refund will be initiated on FC WALLET // until keep the product unused with brand tag // cx agreed



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## EDD NOT CROSSED

Cx called regarding the // AWB xxx // ORDER xxx // EDD NOT CROSSED // feedback taken // apology done // ask cx to wait till EDD // once your shipment gets in OFD, delivery boy number will be shared in your shipping mobile number // will try to deliver asap // cx agreed

## EDD CROSSED

Cx called regarding the // AWB xxx // ORDER xxx // EDD CROSSED // feedback taken // apology done // current location shared // ask cx to wait for 72 hours // will try to deliver ASAP // once your shipment gets in OFD, delivery boy number will be shared in your shipping mobile number // will try to deliver on priority basis

TAGGING: logistic // crossed edd // shipment not deleverd, follow up, act no



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## REFUND // WALLET

Issue : cx wants to know about his/her refund // FC ID XXX // ORDER XXX // apology done // refund initiation date - xxx ask cx to wait for 5-7 WD for refund reflection // cx agreed

Issue : cx wants to know about his/her refund // FC ID XXX // ORDER XXX // apology done // ask cx to check on his FC WALLET // cx agreed

TAGGING :: INQUIRY // REFUND INFO // XXXXX

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## LIVE ESCALATION

Cx called regarding the pickup of the FCID xxx // pickup not done // cx was adamant // call was landed cx ask to transfer the call to seniors // apology done // so live call transferred to jivika mam

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## AMOUNT DEDUCTION // SYSTEM DRIVEN ACTIVITY

issue : cx wants to know about his refund // amount deduction from wallet // FC id xxx
apology done // ask cx to wait for 3-5 days for update // informed cx amt deducted due to system driven activity // refund details also shared // also shared reflection tat to cx



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## NON-RETURNABLE PRODUCT

issue : cx wants to return the product // cx wants to return the order due to price difference // he visit store // store price is less than in online site // cx said while placing order the order was returnable but after the delivery it changed to non-returnable // apology done //soft denial shared with cx // informed cx that it is a non-returnable product so it can not be returned // ask cx to check while placing orders for future purpose

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## NOT YET DISPATCH

issue : cx wants to know about his order // not yet dispatch // xxx
// xxx // apology done //ask cx to wait for 24-48 hours for update // once dispatch we notify



TAGGING - LOGISTIC // Not Dispatched Within TAT (FCID Level) // Not Dispatched Within TAT

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## SELF RETURN

issue : cx wants to know about her self return // FC ID xxx // ORDER xxx
apology done // cx said she receives a call by pickup boy and pickup boy said that there is no such address // so ask cx to wait for 3-5 days for update // warehouse address verified // feedback taken // cx agreed // SHIPMENT - xxx // ANJANI COURIER



TAGGING : INQUIRY // OSR RETURN // SELF RETURN CONFIRMATION // FOLLOW UP NO

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## OUT OF STOCK // NF ISSUE BY OUR END

ISSUE : cx called regarding the FC ID xxx // ORDER xxx // product got out of stock // issue by our end // apology done // ask cx to wait for 24 48WH for update // informed cx that we will be sharing replica code and can use with the same category and same MRP that is 499 // cx agreed

TAGGING :: Coupons / Club Cash //// Additional Code Info (GC / Coupon) /// Marketing Offer Codes- B2C /// CLOSE NO

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## REFUND // WALLET

Issue : cx wants to know about his/her refund // FC ID XXX // ORDER XXX // apology done // ask cx to wait for 5-7 WD for refund reflection // cx agreed 9502015624

TAGGING :: INQUIRY // REFUND INFO // XXXXX

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## CANCELLATION

Cx called regarding the address change, but product shipped // ORDER xxx // cx said she mentioned wrong pin code // apology done // informed cx that products are shipped, so address can not be changed // cx ask for cancellation // guided steps for cancellation // ask cx to wait for 72 hours for update // refund tat shared // cx agreed

TAGGING :: INQUIRY // OCR // NEW-EXISTING

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ABHINAV PAINULY

## CLUB MEMBERSHIP

Dear Adeeta,

Greetings from Firstcry.com!
Hope you are safe and in good health.
This is in reference to your email wherein, your concern is regarding the purchase of the club membership.

We apologize for the inconvenience caused to you.
As per your email, we understand your concern that you wish to know how to purchase the club membership and the benefits of the same.
The steps for the same are:
>Login to your Firstcry account
>Go to my account
>Visit any product page
>Click on the same
All the details are clearly mentioned there.
You can simply visit your cart and add the membership to the cart to purchase the same.
The benefits of 3 month Club Membership are as follows:
1- Exclusive Discount pricing.
2- Special Offers and Deals.
3- Special events and Early Access for various Sales.
4- Club Cash benefits
5-Additional Discount on Intellikit subscriptions.
6- Shipping cost-benefit (for orders above Rs.499 (Excluding Convenience charges, COD charges, Shipping charges, Taxes, or value reduced after application of coupons or any other offer) ).
7- Exclusive Store coupons.
8- Free Firstcry Playbees App subscription.
The benefits of 6 month Club Membership are as follows:
1- Exclusive Discount pricing.
2- Special Offers and Deals.
3- Special events and Early Access for various Sales.
4- Club Cash benefits 5-Additional Discount on Intellikit subscriptions.




6- Shipping cost-benefit.(shipping is completely free above Min. Order Value of 249, subjected to FirstCry’s T&C)
7- Exclusive Store coupons.
8- Free Firstcry Playbees App subscription.
BRAND OFFERS & PREMIUM SUBSCRIPTION

The benefits of 12 month Club Membership are as follows:


>Available only for 12 Month Online and Store Club members
>Not applicable for 3-Month Club Members
>Club Members will get one Flat Discount Code of Rs 100 by email 10 days prior to the birthday of the child updated on their profile >Point to remember - This discount voucher will not work for the club member.
>The Club member can share this discount code( Birthday GV) with friends as a return gift and they will be able to apply this code.
>The code will be visible in My account for the club member and can be shared from there with friends
>Club Member can share this code with up to 20 friends to shop from the Firstcry website/app or Firstcry stores
>Validity and conditions will be mentioned with the respective code
>Discount code will be sent only for one child whose birthday comes first after becoming a member of the club
>These discount codes are transferable.

For more details on club membership policy, click on the link: https://www.firstcry.com/club/terms-and-conditions

For any further assistance please feel free to contact us at 0135-3501300 / 0135-6617000(From 9 AM to 6 PM India Time) or please visit Support.

Thanks & Regards,
Devangi
Firstcry.com!

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## EDD CROSSED

Dear xxxxxxxxxxxxxxx,
Greetings from FirstCry.com!
We hope you are safe and in good health.

This is in reference to your email regarding your order no. xxxxxxxxxxxxxxxwherein your concern is that shipment xxxxxxxxxxxxxxxis not yet delivered to you.
Sorry for the inconvenience caused to you.
As per your mail, we understand your concern that your order is not delivered to you yet as checked it was shipped via Xpressbees with AWB no. xxxxxxxxxxxxxxx, and the Estimated Delivery Date was xxxxxxxxxxxxxxx, which is already crossed. We would like to inform you that the issue is already escalated to the concerned team on xxxxxxxxxxxxxxx, and the team is actively working on this issue. The team will get back to you with an update within 72 hours. So we request you to kindly wait till the given time frame.
Once your shipment will be out for delivery you will be notified via shipping number.
You can also track your shipments by following the steps below:
1-Login into your Firstcry account
2- Go to 'My Account'
3- Check Order History
4- Click on View Details
5- Click on the Track.

For any further assistance please feel free to contact us at 0135-3501300 / 0135-6617000 (From 9 AM to 6 PM India Time) or please visit Support.
Thanks and regards,
Arzoo
Firstcry.com

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## SELF RETURN

Dear xxxxxxxxxxxxxxx,
Greetings from FirstCry.com!
We hope you are safe and in good health.

This is in reference to your email regarding your order no. xxxxxxxxxxxxxxxwherein your concern is that

We are apologise to inform you that the reverse pickup service is currently unavailable for your Pincode. As a result, we are unable to collect the product from your end. Therefore, we kindly request you to self-return (via courier) the product to the warehouse address mentioned in the invoice.



Kindly self-return the products to the address: " XXXXXXX "

Please update the AWB detail by following the below steps:
Log into Firstcry account>Go to my account> Manage return section.
Kindly share the Air Way Bill (AWB) number and the name of the courier company.


You can share the image of the receipt on our mail Id i.e. [email protected].
So that we will save the details and will track them periodically within 7 days, however, otherwise, the return request will be canceled.
After the warehouse receives the products, your refund will be reflected in your original source of payment within 5-7 working days. And, as per our policy, we will compensate you for the self-return charges, which will be 10% of the MRP or Rs.100 (whichever is less). The compensation will be provided to your Firstcry wallet, and you can use it for future purchases.
To check a refund follow the below steps:
Log in to your Firstcry account
>Go to my account
>Cash in my account
>Cash refund

Till then keep the product unused with tags and invoice.

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