Notes

Definitely, I will help you regarding your concern.

Could you please help me with your order id so that I can assist you better.

I have escalated your case to our respective team and you will get your order at earliest.

*******Scripts to thank users for their patience******

I’m sorry I kept you waiting. Thank you for your patience. How can I assist you today?

Thank you for waiting. I really appreciate your patience. We’re unusually busy at this time of [year/day]. How may I help you?


Thanks for waiting, and apologies for the wait time. I’m now available to assist you.


*********Asking customers for more time*************

I’m going to have to double-check this with my supervisor. Can you please wait a moment while I do so?

May I please take a moment to find out?

Let me check this for you. It will take a minute or two. Please hold on.


****Apology Script******
Thank you for letting us know about the issue, [Customer name]. I am very sorry it’s happened to you. Please, give me a minute to make things right for you.


I’m sorry to hear that you’ve experienced this issue and apologize for the inconvenience it’s caused. Let me look into this and I’ll have the solution for you shortly. Thank you for your patience.


*****Letting the customer know you understand their feelings******
I hear you. I’m terribly sorry for the frustration and inconvenience this has caused. I’ll be sharing your feedback with [name of the department e.g., finance team, warehouse].

I understand why you feel upset. I appreciate you bringing this to our attention. So, you have problems with [product] and now you can’t [repeat what the customer said], is that correct?


******Asking an upset customer to describe their issue better***********
I know it’s frustrating when you receive a faulty product. Could you describe exactly what’s wrong?

I understand why you’re upset. Can you please tell me a little bit more about the problem?


***procurement ticket-----

ticket raised--> ticket id_-->kapture-->side conversation-->subject line stock confirmation.

***stock confirmation****

order id-->>sku id(check by clicking on medicine name.

when vendor code not available at in VMO sheet
NON VMO POC--- [email protected]


******ICICI orders********

1mg offer---- up to 21% off on allopathy medicine
not applicable on OTC product

Validity- no minimum order
no max discount value capping
shipping charges will become nil


Order Delivery----
whenever a complete order is processed, the following guidelines need to be followed.

Delivery cities--delhi NCR, hyd, chennai, banglore, kolkata-------order will be delivered on same day (before 2pm) (next day delivered if order placed after 2 pm.)

Mumbai, pune---next day delivery with physical copy rx validated.