Notes

cx voc - cx received incomplete product cx did not received handle and received only back support
Inner packing=ok outer packing=ok invoice=received price tag=received


Blancco app

Cx did not answer the call

cx voc - cx received completely missing product
cx voc - cx have size issue with product
Inner packing=ok outer packing=ok invoice=received price tag=received


cx voc - cx received damaged product
Inner packing=ok outer packing=ok invoice=received price tag=received

cx voc - cx received different brand product
Inner packing=ok outer packing=ok invoice=received price tag=received

I want to return this product dt is not available

Versa - @MAYYjdc15653@
SA password - MY4515HOUse@
Avaya - 37030
Kapture password - Flipkart@187

cx voc - cx asked that cx received used, old and damaged product and brand name is also not mentioned
cx voc - cx received completely missing product
cx voc - cx have size issue with product
Inner packing=ok outer packing=ok invoice=received price tag=received
cx voc - cx received used and old and different color, design and brand tshirt
Inner packing=ok outer packing=ok invoice=received price tag=received

call got drop due to due to system issue / system got shut down while on call and also unable to select the disposition

Res - return request raised / TAT shared / apology done

Res - return request already raised / nearest troubleshooting done / replacement product delivery and pickup will be done same day / TAT shared / apology done

RES - apology done and told cx that complain is raised and request cx to wait and backend team will try to provide a resolution on and before 09 Feb 24 / cx agreed


Cx voc - cx want to return the product because of size issue and everytime return request is getting canceled and WM is not contacting cx for product pickup and because product pickup is not done yet cx was refund first

cx voc - cx received completely missing product
Cx voc - cx want to return the product because cx received defective product and it is not working / everytime return request is getting canceled and WM is not contacting cx for product pickup


cx voc - cx received completely missing product
Res - told cx that concern is already raised and request cx to wait till 10 Nov 23 for call back from backend team / cx agreed


Refund related
Cx voc - cx asked that cx did not get refund yet
res - Provide the payment reference number and request customer to check in the respective UPI app though which he/she made the payment / CX AGREED
Res - last refund was failed / Inform Customer that SMS has been sent on registered phone number and Request customer to fill the details to get refund processed but customer has not received or the link is not working so apology done and told cx that complain is already raised and request cx to wait and backend team will try to provide a resolution on and before 02 Sep 23 / cx agreed


blank call and there was no response from cx end and cx drop the call
Cx voice was breaking a lot and i was unable to hear and there was no response from cx end and cx drop the call

Cx voc - cx asked about order status

Cx voc - cx asked that product pickup is not done yet and till now no contacted cx for the same / cx want product pickup to be done asap cx can not wait anymore
RES - apology done and request cx to wait and product pickup will be done on and before 06 Jan 24 and product pickup will be done asap / cx agreed

Delay in pickup
Cx voc - cx asked that product pickup is not done yet and till now no contacted cx for the same / cx want product pickup to be done asap cx can not wait anymore
RES - apology done and told cx that complain is raised and request cx to wait and backend team will try to provide a resolution on and before 25 Dec 23 and product pickup will be done asap / cx agreed

Cx voc - cx asked that product pickup is not done yet and till now no contacted cx for the same and updated false remark that pickup attempted / cx want product pickup to be done asap cx can not wait
RES - apology done and told cx that product pickup will be done on and before 10 Nov 23 and logistics team try to pickup the product asap / cx agreed

Cx voc - cx asked that product pickup is not done yet and till now no contacted cx for the same / cx want product pickup to be done asap cx can not wait anymore

Res - apology done for delay / as checked order status is is already breached told cx that team will try to do the product pickup next business day / cx agreed


nearest tagging done , write relevant tagging not found / return request status dt not showing
Cx voc - cx asked that pickup completed today only but status not updated Res - TAT shared 24 hour / return request status is showing OFP / cx agreed

Cx voc - cx asked that product pickup done by WM on but return request got canceled and cx want refund asap
RES - apology done and told cx that complain is already raised and request cx to wait and backend team will try to provide a resolution on and before 02 Nov 23 / cx agreed


Cx voc - cx asked that product pickup done by WM today but return request status not updated yet
Res - TAT shared 24-48 hour as status is showing out for pickup / cx agreed

Cx voc - cx asked that WM pickup the product on 31th Aug 23 but return request got canceled and after sometime WM told cx that he will return the product but now he is not returning the product to cx and told cx to raise a return request on m missing product

RES - apology done and told cx that complain is already raised and request cx to wait and backend team will try to provide a resolution on and before 06 Oct 23 / cx agreed


cx voc - cx asked that cx received both product in same Orange color and it is also large in size and WM deny for product pickup and now at cx end return option is not showing
Res - TAT shared 24-72 hour / cx will get an option cx agreed


Cx voc - cx asked that Wishmaster denied for product pickup
RES - apology done and told cx that complain is raised and request cx to wait and backend team will try to provide a resolution on and before 07 Feb 24 and product pickup will be done asap / cx agreed


cx voc - cx received completely missing product
Cx voc - cx asked about return request status and cx received wrong product
RES - apology done and told cx that return request is already raised and request cx to wait and backend team will try to provide a resolution on and before 07 Feb 24 via mail / cx agreed


nearest tagging done
cx voc - cx asked that cx want to cancel the order
res - unable to cancel the order due to below error
request cx to coordinate with WM at the time of delivery
cx agreed


CANCEL_REQUESTED
cx voc - cx asked that option to forward return request is not coming
res - TAT shared 24 hour as return is in cancel request state so request cx to wait option to forward return request will come / cx agreed


cx voc - cx received different product and WM deny to pickup the product / OBD was not done and cx was not there

res - cancel the existing return request / TAT shared 24 hour as return is in cancel request state so request cx to wait option to forward return request will come / cx agreed

res - i try to escalate this issue but it is not getting escalated and direct option showing to do the tagging waiting mark / TAT shared 24-48 hour as return is in cancel request state so request cx to wait option to forward return request will come / cx agreed



cx voc - cx have quality issue with product and cx want to return the product and cx want refund
res - told cx that only replacement is available as per policy from seller end and refund option is not available from seller end / apology done / cx agreed


blank call and there was no response from cx end and cx drop the call /my voice repeating itself / so i disconnected the call after pitching disclaimer / while pitching disclaimer cx drop the call

cx voc - cx asked that WM is not willing to pickup the product and till now he did not contacted cx for the same and updating false remark cx can not wait anymore cx want product pickup to be done asap
RES - apology done and told cx that complain is raised and request cx to wait and backend team will try to provide a resolution on and before 07 Feb 24 and product pickup will be done asap / cx agreed


Cx voc - cx asked that product is not working and cx is facing issue and cx want to claim warranty / cx want to return/replace the product
Res - told cx that only replacement is available as per policy from seller end and refund option is not available from seller end / refer cx to brand for better resolution / For any warranty related issues, please call the Noise Customer Support -
Cx agreed


while talking to cx station id got override by other agent


Cx voc - cx asked that tech visit is not done yet and no one contacted cx for the same and cx want tech visit to be done asap
Res - apology done for delay and request cx to wait and teach visit will be done on and before 04 Sep 23 / cx agreed


Installation/demo not done
Cx voc - cx asked that product installation/demo not done yet and no one contacted cx for the same and cx want product installation to be done asap
Res - apology done for delay and request cx to wait and complain is already raised and product installation will be done on before 31 Jan 24 / cx agreed

Cx voc - cx asked about order status and cx want order to be delivered asap
Res - request cx to wait and order will get delivered to cx on before 06 Jan 24 and logistics team will try to deliver the product asap / cx agreed

Cx voc - priority delivery option not available

Cx voc - when cx try to call WM his number is not connecting and it is busy

Delay in delivery
Cx voc - cx asked that cx did not received order deliver and no one contacted cx for the same and cx want order to be delivered asap
Res - apology done for delay and request cx to wait and complain is already raised and order will get delivered to cx on before 06 Jan 24 and logistics team will try to deliver the product asap / cx agreed

Cx voc - cx asked that cx did not received order deliver and cx want order to be delivered asap

res - Inform customer that the courier service providers will do their best to get the order delivered today on and before 7PM however, In the unlikely event of the order getting delayed, the courier service providers will be intimated about this and they will attempt the delivery within the next business day.
cx agreed

Cx voc - cx asked that cx did not received order deliver and cx want order to be delivered asap
Res - apology done for delay / as checked order status PDD is already breached told cx that logistic team will try to deliver the product in next business day / cx agreed

Cx voc - cx asked about order status and cx want order to be delivered asap
Res - request cx to wait and order will get delivered to cx on before 07 PM and logistics team will try to deliver the product asap / cx agreed

Cx voc - cx asked about order status and cx want order to be delivered asap
Res - request cx to wait and order will get delivered to cx on before 07 PM and logistics team will try to deliver the product asap / if in case it get breached told cx that logistic team will try to deliver the product in next business day / cx agreed

LANGUAGE CALL BACK
Customer service: 044 4561 4700




Call drop
cx asked that WM did not pickup the product and while on call versa issue happen and versa got disconnect on its own and avaya also showing offline so i try to reconnect versa but its not working so than i reset versa password and than connected it again but call got disconnected in the process


Cx voc - cx asked that product pickup is not done yet and till now no contacted cx for the same / cx want product pickup to be done asap

RES - apology done and told cx to wait and logistic team will try to pickup the on and before 11 Sep 23 / cx agreed


cx voc - cx have quality issue with product and cx want to return the product and cx want refund
Res - when i try to forward a return request but cx want refund in bank account but cx do not have bank details with her so self serve pitched and also guided cx / cx agreed


Nearest tagging done
Cx voc - cx want to talk to senior only and did not share concern with me
Res - i try to transfer the call but senior not available so i was unable to transfer the call /cx agreed


Cx voc - cx asked that Wishmaster denied for product pickup and cx want to talk to senior and while on call versa issue happen and versa was keep showing connecting but it was not working


Cx voc - cx asked that Wishmaster denied for product pickup and cx want to talk to senior only i transfer the call but after confirming tid kne did not respond so i disconnect the call after disclaimer and after that when i try to unhold the call ayava was not working and i was unable to unhold the call so at last i close the avaya and unable to select disposition


cx voc - cx received used and old and different color, design and brand tshirt
Inner packing=ok outer packing=ok invoice=received price tag=received



Cx voc - Customer contacts and says that the amount is debited but did not get an order confirmation
Res- Ask the customer to wait for 24 hours. The order will either be confirmed or cx will get a refund / apology done / cx agreed


cx voc - cx received different color product and WM did not open the product in front of cx
Res - when i try to forward a return request but cx did not get OTP so unable to add bank details so request cx to contact later / cx agreed


unable to select disposition
Page Not Found: http://afd.fkipl.flipkart.com:9080/fk-avaya-disposition/?ucid=10002235691697082780&callingNumber=*852&stationId=37232&agentId=480305&uui=696cde8a-2919-4077-9df5-ccf6d81b

Pay later
Cx voc - Customer claims that he/she is unable to place an order. Flipkart Pay Later/EMI Payment Option Not Available.




Res - Flipkart Pay Later EMI facility is enabled based on dynamic transaction rules determined by Flipkart in partnership with our lending partner.Inform the customer that the Flipkart Pay Later account services have been temporarily disabled due to security reasons.
Cx agreed


Cx voc - Customer claims that pay later is blocked and cx want to activate it
Res - Inform the customer that the Flipkart Pay Later account services have been blocked due to non-adherence to terms and conditions of the lending partner IDFC First Bank. cx agreed


Cx voc - Customer claims that pay later is blocked and cx want to activate it
Res - Inform the customer that your Flipkart Pay Later account services have been permanently deactivated since we observed a delay in the bill payment for the month of {month_name}. Please note that your Pay Later account cannot be activated again in the future. Further, refer to Pay Later Dashboard On Late Payment Fees applied And Inform The Customers Accordingly.
res - If BNPL Cockpit Status Shows - Risk Blocked (Lender) (Permanent block - identified as high risk customers by IDFC Lender/Bank)
Inform the customer that the Flipkart Pay Later account services have been disabled due to non-adherence to terms and conditions of the lending partner IDFC First Bank. You can reach out to the lending partner for further details.
Contact details of IDFC:
Phone: 1800 10 888
E-mail: [email protected]


Customer not aware of cancellation
cx voc - cx asked that why order got canceled and cx want this order
res - told cx that order got canceled because logistic team confirmed shipment cannot be delivered due to damaged/lost/vnf and told cx to fresh order and this order can not be reinstated / apology done / cx agreed
Cx voc - cx asked that cx did not received order deliver and why it got canceled and cx want to reinstate this order or else cx want this order at same price
res - We are sorry to let you know that your order has been canceled as the seller’s partnered courier service provider could not find anyone at the delivery address to collect the package despite several attempts. If you’d still like to buy the product, you can place a new order for it anytime. Please make sure that either you, a friend, or a family member is available at the address to collect the package when it is out for delivery.cx agreed
Cx voc - cx asked that cx is not able to place order and it is showing currently out of stock for 201301
Res - told cx that current due to some unavoidable issue from logistic team and seller product delivery is not possible / cx agreed


cx voc - cx asked that why order got canceled and cx want this order
res - told cx that order got canceled because logistic team confirmed shipment cannot be delivered due to damaged/lost/vnf and told cx to fresh order and this order can not be reinstated / apology done / cx agreed
Inner packing=ok outer packing=ok invoice=received price tag=received




cx voc - cx have size issue with product and cx want 9 size
Res - exchanger option is not available only refund option is available cx asked that cx will wait / apology done / cx agreed


Cx voc - cx asked that cx did not received order deliver and and no one contacted for the same and why it got canceled and cx want to reinstate this order or else cx want this order at same price
res - We are sorry to let you know that your order has been canceled as the seller’s partnered courier service provider could not find anyone at the delivery address to collect the package despite several attempts. If you’d still like to buy the product, you can place a new order for it anytime. Please make sure that either you, a friend, or a family member is available at the address to collect the package when it is out



Cx voc - cx asked that cx is not able to place order and it is showing currently out of stock for 201301
Res - told cx that current due to some unavoidable issue from logistic team and seller product delivery is not possible / cx agreed


COD
cx voc - cx asked that COD option is not coming and cx want to unlock the option
res - cx canceled the last order that is why COD option is not coming but it will get unlocked if cx place orders on prepaid / cx agreed

cx voc - cx asked that COD option is not coming and cx want to unlock the option
res - asked that COD option depend upon address,pincode,seller,product category that is why COD option is not coming but it will get unlocked if cx place orders on prepaid / cx agreed



nearest tagging done , write relevant tagging not found

nearest tagging done as relevant tagging not working / return dt showing null and other policy dt is showing error


nearest tagging done as relevant tagging not working / return dt showing null and other policy dt is showing error

Cx voc - cx asked that cx want to return the product

RES - apology done and i try raise return request but error showing so escalate the issue and share the TAT / cx agreed


res - due to SA issue unable to forward return request / self serve pitched or else told cx to contact later



cx voc - cx want to cancel the order

res - i try to cancel the order but due to below error order can not be cancel so told cx to contact later / self serve pitched / or else cx deny doorstep delivery / cx agreed

ACTION_SERVER_NODE_ERROR (10-66-154-117T-01-04-17-19-38-559T-978) X Please contact the tech team with the screenshot and the above error message.



Cx voc - Customer contacts and says that the amount is debited but recharge is not done yet

Res- Ask the customer to wait for 24 hours as its status is showing recharge in progress / apology done / cx agreed


Cx voc - Customer claims that pay later is blocked and cx want to activate it


Res - Inform the customer that his/her Flipkart Pay Later account services have been permanently deactivated since we observed a delay in the bill payment for the month of {month_name}.



Number and mail change

Cx voc - cx asked that cx want to update mobile number as previous number is not working
Res - i try forward the request to change mobile number but error shoeing than i try to forward the return to change mail id but still error is showing so escalate the issue here is nearest and share the TAT / cx agreed