Notes

***********Pending For Verification**************
In Pending for verification we have two scenario :
<1> Within TAT(If cx came on the same date of placing the order)
In this we have to share a TAT of 24 hrs for call back regarding the order verification (In this OVS team used to call the cx for the order verification)
VOC- Where is my order
L1- What is my order status
L2- Want to get my order verified
Status- Close

<2> Outside TAT(If cx does not came on the same date of placing the order)
In this we have to share the TAT of 24-48 hrs for update regarding order status.(In this the backend team used to update the cx regarding the order status)
VOC- Where is my order
L1- What is my order status
L2- Want to get my order verified
Status- Open

**********Within SLA**********
In Within SLA we have two scenario :
<1> Before Dispatch/Before Shipped:
In this we have to share:
a) Promised dispatch dates both
b) Promised delivery date last one
VOC- Where is my order
L1- What is my order status
L2- Want to know my delivery details
Status- Close

<2> After Dispatch/After Shipped:
In this we have to share the 5 things to cx that are :
a) Actual dispatch date
b) Promised delivery date last one
c) Courier partner's name
d) Live location of an order (From Tracking URL)
e) We have to share the sms name AWB number so that cx can easily track his/her order from his/her end.
VOC- Where is my order
L1- What is my order status
L2- Want to know my delivery details
Status- Close

********Specific Delivery Request ******
Specific delivery request can only raise when the order is within SLA. in this we also have 2 scenario:

<1> Before Dispatch/Before Shipped:
In this we have to share:
a) Promised dispatch dates both
b) Promised delivery date last one
c) At last we have to tell cx that we have raised the specific delivery request regarding the delivery of the order and we will try our level best to deliver his/her product as per his/her preferred delivery date.

VOC- Where is my order
L1-Specific delivery request
Status - Close

<2> After Dispatch/After Shipped:
In this we have to share the 5 things to cx that are :
a) Actual dispatch date
b) Promised delivery date last one
c) Courier partner's name
d) Live location of an order (From Tracking URL)
e) We have to share the sms name AWB number so that cx can easily track his/her order from his/her end.
f) At last we have to tell cx that we have raised the specific delivery request regarding the delivery of the order and we will try our level best to deliver his/her product as per his/her preferred delivery date.

VOC- Where is my order
L1-Specific delivery request
Status - Close

**********Item Stuck At One location************************
It is only applicable when the order of the cx is within SLA after dispatch(After Shipped) and order is stuck at the same location from last 72 hrs
In this we have to share:
a) Actual Dispatch date
b) TAT 24-48 hrs regarding order status (Backend team will update regarding the order status )
c) Promised delivery date last one
d) Courier name
VOC- Where is my order
L1- What is my order status
L2-Item Stuck at one location
Status-Open

*******Outside TAT ***********

In outside SLA we have 3 scenarios:
<1> Before Dispatch(Delay in dispatch/shipped)
In this we have to share the :
a) TAT of the 24-48 hrs for update regarding order status (Backend team will update)
b) Promised delivery date last one
VOC-Where is my order
L1-What is my order status
L2-Order is late/beyond promised date
Status - Open

<2> After Dispatch(Delay in delivery)
In this we have to share the :
a) Actual dispatch date
b) We have to register a complaint and have to share the TAT of ASAP regarding the delivery of the order.
c) Courier partner's name
VOC- Where is my order
L1- What is my order status
L2-Order is late/beyond promised date
Status - Open

<3> Delay in dispatch and delivery both:
In this we have to register a complaint and have to share the TAT of ASAP regarding the delivery of the order.
VOC- Where is my order
L1- What is my order status
L2-Order is late/beyond promised date
Status - Open

******First time out for delivery ********
Out for delivery is only visible on the Dispatch history and Tracking URL
Shipment outscan is also known as out for delivery
In this we have to share :
a) Actual dispatch date
b) We have to tell cx that order will get delivered to you before 9 PM
c) Courier partner's name
d) Sms we have to share and also we have to mention the courier boy number on the same sms from the suborder code
VOC-Where is my order
L1-Courier related issue
L2-Package is "out for delivery" but I didn't received it
Status-Close