Notes

issue ; cx drop the call // call redial failed
action ; na
comm ; na

issue ; cx want to return the order
action; info sahred// dtss followed but cx can't able to raise the complain
comm; info shared// macro shared // cmn


issue ; cx want to know about return info
action ; info shared
comm; info shared// cx agreed// cmn


Issue: cx want to know about the delivery of the product//Status- OFD
Action: info shared
communication: ask cx to wait till 9 PM// Courier partner name shared //cx agreed// cmn

issue ; cx received the different product but he didn't order the product
action; info shared
comm ; apology done// info shared// ask cx to co ordinate with courier boy// 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// Benefits shared //cmn


Issue: cx wants to cancel the order// Reason- cx don't want this product anymore
Action: request taken
comm: shared order cancelled//cmn

# order is in shipped state
#cx can't able to raise complain


issue ; cx want to know about the snapdeal credit info
action; info shared
comm ; apology done// info shared// ask cx to wait for 24hrs for query resolve/ cmn

issue ; cx don't know hindi / english
action ; na
comm ; na

issue ; dtss followed
action ; info shared
comm ; info shared// cx agreed //cmn

# can;t able to change discription


issue ;cx want to return the product
action; info shared// dtss followed
comm; info shared// cx agreed//cmn

Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raisedMarked case origin critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared//cx agreed///cmn

issue ; cx want to know about voucher details
action; info shared
comm; info shared// cx agreed // cmn

issue; cx want to return his product
action; info shared
comm; info shared// ask cx to co ordinate with service center// cx agreed//cmn

Issue: cx want to know about different account details
Action: info shared
comm: info shared // cx agreed// cmn


# order is in shipped stage
issue ; cx want to return the product
action; info shared
comm// guide cx for dtss // ask cx to wait 24 hrs to raise return request //cx agreed// cmn

issue ; cx want to return the product
action; info shared
comm// guide cx for dtss // cx agreed // cmn

Issue: product already picked up but not updated// cx can't able to tell any details about pick up
Action: info shared//asked cx to share the pick up boy name and pick up boy no
comm: apology done//ask cx to wait for update // cmn