Notes

Crossed EDD - New escalation
Cx called for the delivery status of the AWB **********. As the EDD is crossed informed that the issue will be escalated and shared a TAT of 72 hours for an update. Revised EDD is *** April. Informed that SMS will be sent on shipping mob. no. after the shipment is Out for delivery. Courier partner name shared. Apology done for the delay. Cx agreed.

 Crossed EDD - Existing escalation
Customer called for the delivery status of the AWB ***********. As the EDD is crossed informed that the issue has been escalated and request cx to please wait for remaining time out of 72 hrs for update. Revised EDD is **********. Informed that SMS will be sent on shipping mob. no after the shipment is Out for delivery. Delivery partner name shared. Apology done for the delay. Ask cx to wait. Cx agreed.

EDD not crossed
Cx called for the delivery status of the AWB 111411839264. Info shared regarding delivery status and dispatch date. Current location shared. . EDD is 12th April. Informed that SMS will be sent on shipping mob. no. after the shipment is Out for delivery. Courier partner name shared. Ask cx to wait. Cx agreed.


Reverse Pick-up for report concern (RVP New Ticket)

Cx want to return the product, product was damaged. Assist customer about how to report concern from my account. Told cx that you will receive an update with 24-48 working hrs after submitting the request. Until then keep the product unused and in its original packaging along with the invoice. Info shared regarding the refund of the product.


Reverse Pick-up for Return request (Within TAT)

Cx wants to know about the reverse pickup-related query. Info shared regarding reverse pickup. Told cx that product pickup will be done within 4-5 working days until then keep the product unused and safe along with the invoice in the original packaging. Info shared regarding the refund of the product. Ask cx to wait. Cx agreed.



Return request (For Non-FC issues)

Cx wants to return the order because of the Non-FC issue. Assist cx about how to raise a return request from my account. Told cx that once your request gets approved pickup will be done within 4-5 working days. Told cx, till then keep the product unused along with the invoice in original packaging. Once pickup will be done refund will be initiated in the preferred source of refund.


Non-returnable products (Food & other items)

Cx want to return the product because he did not like the taste of the product. But the product comes under the non-returnable category hence, gave a denial as per return policy. Apology done.

Non-returnable products (Damage & duplicte items - time lapse)

Cx wants to return the product because she received a duplicate product but the product return policy has ended. The product comes under non-returnable items. Gave denial as per return policy and told cx to please contact with brand for help. Provide brand Customer care no.


Refund - Gateway issues (Post TAT)

Cx want to know about the refund status of the product which was canceled due to gateway issues. Escalate the issue with concerned team and told cx to please wait for 24-48 working hours the amount will be auto-reversed within the given time. If the amount will not auto-reversed you can raise the query from support section.


Pickup done Refund Pending


Refund reflection TAT is breached but refund not received

Cx wants to know about the refund status. Refund was already initiated on XX/XX/202X. Refund reflection TAT is breached but cx hasn't received the refund yet. Told cx to please provide us your Bank statement from the order date to till date. Once we got the statement our team will revert you back.



Minimum order price or shipping charges regarding query

Cx has a query regarding shipping charges when the cx is a club member. Info shared regarding minimum order value i.e., ₹249. and club membership.


Pickup vehicle issue
Cx has a query regarding the reverse pickup. Cx is facing a pick-up vehicle issue. Feedback taken. Info shared we are escalating the issue to the logistic team. TAT shared 72 hrs for the update. Until then keep the product unused and in its original packaging along with the invoice. Info shared regarding the refund of the product. Info shared regarding the replacement product. Apology done for the pickup issue. Cx agreed.




#Senior call arrnge
Cx want to speak to the senior supervisor regarding Ticket - *******. Cross EDD case. Senior call arranged. Call transferred to *************.
Cx want to speak to the supervisor regarding Ticket - ********. Cross EDD case. Senior call arranged. Call transferred to Adarsh Sir.


#Replica not working
Cx has a query regarding the Replica code. The replica code is not working while she is placing the order. Info shared regarding replica code and educate cx about T&C. Cx has selected the product. Product ID- *********. Told cx to we are escalate the request regarding this issue within 24-48 working hrs our team will revert you back. Apology done for inconvenience. Cx agreed.

#IDS (Incorrect delivery status Existing case)
Cx is facing an Incorrect delivery status problem. Product 8678970 which was not delivered. Cx did not got the product. As the issue has been escalated and shared a TAT of 5-7 Days for an update from the team. Our team will revert you back. Feedback taken. Info shared. Ask cx to wait. Cx agreed.

#Replacement product
Cx wants to replace the product because of a defect issue. She sat on the Kids Swing Car with her baby but the Kids Swing Car got damaged because of her weight. Cx weight is 65.5 kg whereas is Carrying capacity is 125 kg. Feedback taken. Info shared regarding replacement query. Assist cx with how can she raise the request for a replacement. Guided steps. TAT shared 24-48 working hours for updates after submitting the request. Ask cx to wait. Apology done. Cx agreed.



#Order cancelation
Cx wants to cancel the order because cx waited a long for the order delivery and still it is not getting delivered. Cx wants us to cancel the order. Info shared we are canceling the order. TAT shared 72 for an update regarding cancel. Once the order will canceled the amount will be initiated in the same source and TAT shared 5-7 working days for reflection. Ask cx to wait. Apology done. Cx agreed.


#Email ID change
Cx wants to change the email ID from [email protected] to [email protected]. Info shared cx about email Id changemnet. Educate cx about FC account and Email ID. Cx agreed.

#Pickup not done
Cx want to know about the status of her request. Pickup not done. Feedback taken. Info shared we are escalating the issue to logistic team. TAT shared 72 hrs. for update. Until then keep the product unused and in its original packaging along with the invoice. Info shared regarding the refund of the product. Ask cx to wait. Apology dpone. Cx agreed.

#Approving return request

Cx want to know about the return request. Feedback taken. Info shared as per the updates, we are approving your return request. Told cx that you will receive an update ASAP. Until then keep the product unused and in its original packaging along with the invoice. Info shared regarding the refund of the product. Apology done. Ask cx to wait. Cx agreed.


#Pickdone not marked
Cx has called for a reverse pickup related query. The product was picked up but pick done not marked. Pickup was done on date 15th of April by Xpreebess. Pickup boy no.- 8450020831 and 621773161. Feedback taken. Info shared, TAT shared 72 hrs for the update. Ask cx to wait. Apology done. Cx agreed.

#Ask images on mail
Cx want to know about her return request. Cx want to return the product because she received different model or wrong model of product. Feedback taken. Info shared, ask cx to send images of Invoice and outer packaging on email ID [email protected]. Told cx that you will receive an update with 24-48 working hrs after sending the details. Until then keep the product unused and in its original packaging along with the invoice. Info shared regarding the refund of the product. Aplogy done. Ask cx to wait. Cx agreed.



#Product delivered but status showing shipped
Cx want to return the order. But the product is not showing delivered yet. Told cx with 24-48 hrs it will showing delivered. TAT shared 24-48 hrs for the update. Apology done. Ask cx to wait. Cx agreed.