Notes

Divya (IB notes.)

critical link--https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=0

what new link
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=54590927

Genesis installation Link : http://172.16.211.113/WDE/publish.htm

Snapdeal Mail [email protected]


*********************Short call***********************

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-req raised
comm-apology done//call me back in your prefer language//cmn




*****ORDER STATUS*******


Issue: cx want to know about the order status
Action: info shared
communication: shared pdd, // tracking details and courier partner name shared//cmn



Issue: cx want to know about the order status
Action: info shared
communication: shared pdd, //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, //tat shared 24-48 hours for update//cx agreed




Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//asap //info shared
comm: apology done//shared the pdd, dispatch details shared//try to will asap delivery //ask to wait//cmn




Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised
comm: apology done//shared the pdd, //tat shared 24-48 hours for update//cx agreed



Issue: Specific Request
Action: specific date mentioned//specific date-
communication: shared pdd, // 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 update //status closed with tat//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: apology done//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: apology done//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 24-48 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 24-48 hours for update//cmn



ISSUE-status//UD marked//out of delivery area(Ask cx for self pick up)
Action: ask cx for self pick up//FNDR FILLED
communication: apology done//tat shared 24 hours for team update regarding delivery//cmn



Issue: cx want to know about the order status//UD marked(out of delivery area)
Action: complaint raised //FNDR not filled//address verified
communication: apology done//tat shared 24-48 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 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 end of the day//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
comm: apology done//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**************




cx want to return the product//
Action: return req raised//tat shared 2-3 days for pickup//RL filled
comm: apology done// shared the courier partner name//also guide to pack the parcel in original packing//cmn



# cx want to return the product //
Action: return req raised//tat shared 24-48 hrs for update
communication: apology done//rpi not initiated//also guide to pack the parcel in original packing//cmn



Issue: shipped together case//got only 1 item
action: complaint raised //mail marked refund initiation
Comm: apology done//tat shared 48 hours (profile GOOD)// hrs for update//stage selected CRT investigation done//STATUS-closed //cx agreed


Issue: shipped together case//got only 1 item
action: complaint raised
Comm: apology done//tat shared 24-48 hours FOR team update(profile bad or not showing profile)// hrs for update//stage selected CRT investigation SCM //STATUS-pending//cx agreed




Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 pm 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// 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//cmn






Issue: cx got the empty parcel(amount is less than 400rs .)
Action: info shared
comm: apology done//tat shared 72 hours for update//status pending //cmn




Issue: cx got the empty parcel(amount is between 401-1000rs )
Action: info shared//macro shared
comm: apology done//ask cx to share the digital form//shared Empty parcel digital form //tat shared 72 hours for update//status closed//cmn



Issue: cx got the empty parcel(amount is more than=1000rs )
Action: info shared//macro shared
comm: apology done//ask cx to share the undertaking form //shared Empty parcel undertaking form//tat shared 72 hours for update//status closed//cmn



**********OFD*************


Issue: cx want to know about the delivery of the product//OFD
action-info shared// AWB SMS sent
communication: apology done//ask cx to wait till 9 PM end of the day //courier partner name shared //cx agreed//cmn



GENESYSE ID-50850
Issue: cx want to know about the delivery of the product//OFD
Action: info shared
communication: apology done//ask cx to wait till 9 PM end of the day //courier partner name shared //cx agreed//cmn


*************OFD after UD*************



Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//info shared//AWB SMS sent
communication: apology done//ask cx to wait till end of the day//courier partner name shared //cx agreed



************REFUND*************


Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent//macro shared
communication: apology done//UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from



Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7 working days for refund reflection (upi)//tat shared 7-10 working days for refund reflection in (credit/debit card)
comm: apology done//ask cx to wait//cx agreed//cmn



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//cmn



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//cmn





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//cmn


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



Issue: payment deducted, order not confirmed//tat breached
Action: complaint raised//info shared
comm: apology done//tat shared 24-48 hours for update//stage selected (escalated to refund team)//cmn

**********CANCELLED ORDER*************


Issue: cx wants to know why order cancelled
Action: req raised
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: shared that due to Non Serviceability, order cancelled//apology done//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: apology done//shared the UD reason with cx//apology done//cmn


************PDWP**********


Issue: Status shows delivered but I didn’t receive it {PDWP in COD payment }
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 in any online payment }
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 in any online payment }
Action: tat shared 7 days for update
comm: apology done//shared the complaint status//cmn



Issue: Status shows delivered but I didn’t receive it {PDWP IN RVF and COD }
Action: complaint raised
comm: apology done//tat shared 48 hours for refund initiand (profile good)//status pending //cmn


Issue: Status shows delivered but I didn’t receive it {PDWP IN RVF and COD }
Action: complaint raised
comm: apology done//tat shared 24 hours for refund initiand (profile bad or not showing )//stage selected (customer disputed accepted)//status pending //cmn




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


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



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//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: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared
comm: info shared//tat shared 24-48 hours for update// cmn




Issue: invoice related issue
Action: req raised
comm: info shared//tat shared 24-48 hours for team update//cx agreed



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

**************** Snapcash details ******************
issue-cx want to know about Snapcash
action-info shared
comm-info shared//comm-apology done//ask info shared Snapcash uses while placing on order 10-15% on particular product //cmn



***********************niro lone regarding ******************
issue-cx ask the niro loan
action-share the info
comm-shared the helpline number on call--8095206500 (NIRO CAll)
//cmn


*****************RPI Denial****************
Issue: Deny Refund
Action: info shared
Comm: apology done //Denial given as per RA remark





****************************SD reversal case*******************************
issue-SD reversal case
action-info shared//EOD filled //confirm bank details on call
comm-apology done//Shared SD credit Benefits on call //tat shared 8 Working days for refund reflection //cx agreed




*****************Service Center *************
issue-item defective does not Working
action-macro shared//info shared//refer to service center
comm-apology done//ask cx to coordinate With service Center//cx ae