Notes

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

( Pickup )

issue-pickup pending// Want to know about pickup
action- info shared on call//Address verified
communication-tat shared 2-3 days// courier name shared // requested to keep with original packaging//

issue-pickup pending// Want to know about pickup
action- info shared on call//
communication-tat shared 24-48 hours // courier name shared // requested to keep with original packaging

issue-out for pickup
action- info shared on call//
communication- requested to keep with original packaging

issue-out for pickup
action- info shared on call//address verified
communication- requested to keep with original packaging//IC Changed as per Cx VOC

issue-pickup pending// Want to know about pickup
action- info shared on call//Address verified
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- info shared on call//
comm- cx drop the call// call back done// call not connected

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

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

(Retain )

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

(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



(APUC)

issue- APUC case
action- info shared on call
communication- tat shared on call 72 hours // courier executive no- , courier name- , Pickup date-

issue- APUC case
action- info shared on call
communication- Remaining tat shared 24 to 48 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

(Multiple suborder//shipped together)

issue- pickup pending//Multiple suborder 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

Rajasthan asking Ut mcro 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