Notes

******Ankit Pandey******


ozonetel link - https://in-ccaas.ozonetel.com/
Ankit id - 50009
Ankit no.- 100506
Ankit pass- 100



Issue: not connected
Action: Na
comm: Na

Issue: no query
action: na// call back not connected
comm: na

Issue: no query
action: na// call back done
comm: na

Issue: incomplete query
action: na// call back done
comm: cx drop the call

Issue: na
Action: na
comm: cx drop the call while sharing info //cmn

Issue: no ringing
Action: na
comm: no response from cx side// after giving 3 warnings, call transfer from my end//cmn

Issue: language barrier
Action: Guide cx to raise the call back req
comm: ask cx to raise the call back req on his/her Language preference


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

Issue: cx want to know about the order status
Action: Info shared
communication: shared pdd // Order location 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


Item Stuck at one location

Issue: Order stuck at one location
Action: complaint raised//Info shared
comm: apology done//tat shared 24-48 hours for update//shared the pdd //cmn



Outside SLA After Dispatch (Delay in Delivery)

Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: apology done//shared the pdd tracking details//ask to wait// cmn



Outside SLA Before Dispatch (Delay in Dispatch)

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



Specific Delivery Request

Issue: Specific Request
Action: specific date mentioned// Info shared //
communication: shared pdd tracking details // shared will try to deliver the order asap//cmn


Pending For Verification (Within TAT)

Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24 hours for call//cmn



Pending For Verification (Outside TAT)

Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24-48 hours for update //cmn


*******Cancellation Request*******

Issue: cx wants to cancel the order
Action: request taken
comm: shared order cancelled//cmn

Issue: cx wants to cancel the order
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update regarding refund // cmn

Issue: cx wants to cancel the order
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn

Issue: cx wants to cancel the order // Reason-
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//TAT shared 24-48 hrs for update //cmn

********UD CASE*********

Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
CX NO.-
ADDRESS-

Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR ERROR//address verified
communication: apology done// UD reason shared//tat shared 24 hours for update//Courier partner name shared //cmn
CX NO.-
ADDRESS-


OFD After UD

Issue: cx want to know about the order status //UD marked//order is ofd
Action: complaint raised//address verified// AWB number sms shared
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS//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// asked cx to share the new address
comm: shared address changed//cmn

Issue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn

**************RETURN REQUEST**************
# cx received
Action: return req raised//Info shared
comm: apology done// shared the courier partner name//RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing// cmn


#cx received
Action: return req raised//Info shared
communication: apology done//tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing// cmn



Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised// Info shared
Comm: apology done//tat shared 48 hrs for INITIATION //cmn


Issue: cx wants to know the complaint status(return case)
Action: RL filled// Pick up address confirmed
comm: apology done//shared the complaint status// tat shared 2-3 days for pickup//shared the courier partner name //also guide to pack the parcel in original packing// cmn
cx no.-
address-


Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 9 PM
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// info shared
comm: apology done//tat shared 24 hours for update//ask cx to wait // cmn

Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//asked cx to share the pick up boy name
comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn
PICKUP NO.-
NAME-

******Item Missing******

Issue: cx got the empty parcel(amount is less than 400rs.)
Action: info shared
comm: apology done//tat shared 48 hrs for initiation// ask cx to wait//cmn


Issue: cx got the empty parcel(amount is more than 401 rs and less that 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done//ask cx to fill the Digital form and submit it from his end //tat shared 72 hrs for update after submitting the digital form // cmn

Issue: cx got the empty parcel(amount is more than 1000rs)
Action: macro shared(Empty parcel updated )
comm: apology done//ask cx to share the undertaking form//tat shared 72 hrs for update after receiving the UT form//cmn

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

Issue: cx want to know about the delivery of the product//OFD
Action: AWB number sms sent
comm: ask cx to wait till 9 PM//Courier boy number shared through sms// Courier partner name shared//cmn

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

issue- cx want to know about refund
action-info shared // tat shared 7 working for reflection
comm- apology done// cmn

issue- cx want to change refund mode
action- macro shared
comm- ask to cx share bank details//cmn

issue- cx want to know about refund
action- info shared//EOD FILLED
comm- tat shared 8 working days for reflection//cmn

Issue - Cx want to know his refund status
Action - Info shared // initiate date -
Comm- apology done// asked cx to check on his end refund is already initiated on Snapdeal credit //cmn

************Failed Transactions************

Issue: payment deducted but order not confirmed
Action: Info shared
comm: apology done//tat shared 72 hours for auto reverse//cmn

Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised
comm: apology done//tat shared 24-48 hours for update//cmn

********** Why was my order cancelled***********

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


Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification
comm: shared that product is out of stock//ask cx to place a new order when product will be in stock//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: shared the UD reason with cx//apology done//cmn

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order
comm: shared the UD reason with cx//apology done// TAT shared 24-48 hours for update//cmn


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

Issue: Status shows delivered but I didn’t receive it {PDWP}
action- info shared
comm-apology done//tat shared 48 hrs for initiation // cmn

Issue: Status shows delivered but I didn’t receive it {PDWP}
action- info shared//tat shared 24 hrs for update
comm- apology done//cmn


***************CATP************
Issue: cx wants to return the product
Action: info shared// denial given
comm: apology done//Denial given as per cx concern // cmn

Issue: cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared
comm: info shared//denial given for return//CMN

*************PRODUCT INFO**************
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed// cmn

*******Promocode********
issue- cx want to know about cashback
action- ask to cx share screenshot on help@
comm- info shared // cmn


Issue: How to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed// cmn

Action- cx want to know about order info
action- info shared
comm- cx agreed // cmn

*******Invoice related issue********

Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed// cmn


Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update// cmn


*****RPI Denial *****

Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared // apology done// denial given as per RA remarks /// cmn


*********CIP*********

Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- apology done //TAT shared 48 hours for update// ask cx to wait //cmn

Issue- cx want to know his refund status
Action- Info shared (CIP marked)
Comm- apology done //TAT shared 8 days for update// ask cx to wait //cmn

Issue- cx want to know his refund status
Action- Info shared // NEFT went on hold // CCA marked
Comm- apology done //TAT shared 5 days for update// ask cx to wait //cmn

Issue- cx want to know his refund status
Action- Info shared // CCA marked
Comm- TAT shared 24 hours for update // apology done // cmn




Critical Sheet
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=1590187003

SOP
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=1012564698