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***********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
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