Notes

Khushi rawat
id- 50014

********************critical sheet*************

https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=1307354153

*********************All updates link form:-*************************

https
://
docs.
google.
com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/
edit#gid=54590927

issue na
action na
comm cx drop the call // call back done //call not connected //cmn

Issue: NA
Action: NA
Communication: cx drop the call // call drop selected in Disposition // CMN


issue na
action na
comm na // call back done //cmn

Issue: no query
action: na
comm: na

Issue: incomplete query
action: na
comm: cx drop the call// call back done no response // cmn

Issue: na
Action: na
comm: cx drop the call//cmn

Issue: no response from cx side
Action: na
comm: no response from cx side// after giving 3 warnings, call transfer from my end//cmn

Issue: language barrier
Action: Guide cx to raise the call back request
Communication: ask cx to raise the call back request on his/her Language preference // CMN

Issue: language barrier
Action: Call transferred to customer's preferred language
Communication: customer's preferred language asked // CMN


Issue: cx want to know about the product availability
Action: Sales mess. Shared // ask cx to visit the product's link
Communication: info shared // cx agreed // CMN

Within SLA Before Dispatch


Issue: cx want to know about the order status
Action: info shared to cx regarding order status
communication: shared pdd, ddr//once order will be shipped, you will get the tracking details//cmn


Within SLA After Dispatch


Issue: cx want to know about the order status
Action: Info shared regarding order status // AWBSMSshared
communication: shared pdd, ddr// courier partner name shared//cmn


Within SLA After Dispatch


Issue: cx want to know about the order status
Action: Info shared regarding order status // AWBSMSshared
communication: shared pdd, ddr//Shared Order live location and courier partner name shared//cmn


Within SLA After Dispatch


Issue: cx want to know about the order status
Action: Info shared regarding order status // AWBSMSshared
communication: shared pdd, ddr//Shared Order live location and courier partner name shared//cmn

Item Stuck at one location


Issue: Order stuck at one location
Action: complaint raised//Info shared regarding order status
comm: apology done//tat shared 24-48 hours for update//shared the pdd, ddr //cmn


Outside SLA Before Dispatch (Delay in Dispatch)


Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised
comm: apology done//tat shared 24-48 hours for update//shared the pdd, ddr//cmn


Outside SLA After Dispatch (Delay in Delivery)


Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: apology done//shared the pdd, ddr//ask to wait


Outside SLA (Delay in both Dispatch and Delivery)


Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised
comm: apology done//ask to wait//cmn


Specific Delivery Request


Issue: Specific Request
Action: specific date mentioned// Info shared
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn


Pending For Verification (Within TAT)


Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24 hours for call//cmn


Pending For Verification (Outside TAT)


Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24-48 hours for update //cmn


*******Cancellation Request*******


Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared order cancelled//cmn



Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update regarding the cancellation // cmn



Issue: cx wants to cancel the order // Reason-
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn


Issue: cx wants to cancel the order // Reason-
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//TAT shared 6 working days for the refund initiation after refusing at door step//cmn


********UD CASE*********



Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified//Critical Escalation
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Alternate Landmark-



Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR filled//address verified//Critical Escalation
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Alternate Landmark-



Issue: cx want to know about the order status//UD marked//out of delivery area
Action: Complaint raised // Info shared///Critical Escalation
communication: apology done// TAT shared 24-48 hrs update // Courier partner name shared // CMN


Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Critical Escalation
comm: apology done// unable to fill the FNDR// error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile number -
Alternate Landmark-


*********OFD After UD********


Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//address verified// AWB number SMS shared
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///cmn


************ADDRESS CHANGE************



Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order
comm: shared can not change the address//also guide to co-ordinate with courier boy//cmn


Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order
comm: shared can not change the address//cmn



Issue: cx wants to change the delivery address
Action: info shared// asked cx to share the new address
comm: shared address changed//cmn



Issue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn


**************RETURN REQUEST**************


RPU initiated on the same time


#
Action: return req raised//Info shared// apology done// shared the courier partner name//RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing// cmn


RPU not initiated on the same time



#
Action: return req raised//Info shared// apology done//tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing// cmn





**********Manual Case***************


Issue: cx wants to return the product(manual case)
Action: info shared// tat shared 48 hrs for update
comm: apology done // cmn



--One or mere item is missing shipped together (<1000+Good profile)--

Issue: One or more item is missing shipped together case // got only 1 item
action: Return Request raised // Info shared // CRT Investigation done // Status Marked closed // macro shared
Communication: apology done // tat shared 24 hours for refund initiation // cx agre



--One or mere item is missing shipped together (>1200+Not Showing/Bad profile)--

Issue: One or more item is missing shipped together case // got only 1 item
action: Return Request raised // Info shared // CRT Investigation SCM // Status Marked Pending // macro shared
Communication: apology done // tat shared 48 for update regarding return complaint // CMN


Issue: cx want to return his product (Different Product)
Action: info shared // DTSS Followed
Communication: apology done // Guide cx to raise a return complaint from customer's end // CMN





*******Pick up Reschedule****


#
Action: RL filled// Pick up address confirmed// asked cx to share the alternate phone number//Critical Escalation// apology done//shared the complaint status// tat shared 2-3 days for pickup// also guide to pack the parcel in original packing// cmn
Alternate Phone number-
Address -

#
Action: RL filled// Pick up address confirmed// asked cx to share the alternate phone number// apology done//shared the complaint status// tat shared 2-3 days for pickup// also guide to pack the parcel in original packing// cmn
Alternate Phone number-
address-


****Out for pick up***


Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 PM
comm: apology done//shared the courier partner name//also guide to pack the parcel in original packing// cmn


*******?APUC case (Order picked up on same day)******


Issue: Product already picked up but not updated(APUC case)
Action: RL filled// info shared
comm: apology done//tat shared 24 hours for update//ask cx to wait // cmn

*******APUC case******

Issue: product already picked up but not updated (APUC case)
Action: RL filled // APUC marked // status marked Pending with Snapdeal
Communication: apology done // tat shared 72 hours for update // ask cx to wait // CMN
Pickup boy no:
Pickup Partner Name:


Issue: Product already picked up but not updated(APUC case)
Action: info shared
comm: apology done //soft denial given//ask cx coordinate with courier boy // cmn

Issue: Product already picked up but not updated(APUC case)
Action: info shared// rajasthan cx
comm: apology done //soft denial given//ask cx coordinate with courier boy // cmn

Issue: Product already picked up but not updated(APUC case)
Action: info shared
comm: apology done //soft denial given//ask cx coordinate with courier boy // cmn
cx did not have Fe partner name





********************Multiple Sub orders***********

Issue: Product already picked up but not updated(Multiple Sub orders)
Action: RL filled// info shared//pick with this sub id -
comm: apology done//tat shared 24-48 hours for update//ask cx to wait // cmn

status- open //stage -Multiple Sub orders



******Item Missing********



# cx got the empty parcel(amount is less than 400rs.)
Action: info shared//CRT investigation done// cx profile good
comm: apology done//tat shared 72 hrs for refund // ask cx to wait//cmn

stage- CRT investigation Done //status- close

# cx got the empty parcel(amount is less than 400rs.)
Action: info shared//CRT investigation SCM // cx profile not show
comm: apology done//tat shared 72 hrs for update // ask cx to wait//cmn

stage- CRT investigation SCM //status- pending
************************************************************

# cx got the empty parcel(amount is more than 401rs and less that 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done//ask cx to fill the Digital form and submit it from his end with inner and outer brand packaging ,invoice and id prof also send //tat shared 72 hrs for update after submitting the digital form and images // cmn



# cx got the empty parcel(amount is more than 1001rs)
Action: macro shared(Empty parcel updated )
comm: apology done//ask cx to share the undertaking form with inner and outer brand packaging ,invoice and id prof //tat shared 72 hrs for update after receiving the UT form and image's // cmn

status- close


**********OFD*************

First Time OFD

Issue: cx want to know about the delivery of the product//OFD
Action: AWB number sms sent
communication: ask cx to wait till 9 PM//Courier boy number shared through sms// Courier partner name shared //cx agreed// cmn


************REFUND*************


Issue: cx want to know about the refund//refund initiated on-
Action: req raised//rrn sms sent//macro shared
communication: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //tat shared 24-48 hrs for update after receiving the bank statement // cmn



Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund ) ,6 days (bank offline refund ) ,02 hrs (bank online) ,24 hrs(UPI Online),24 hrs (Wallet),Action: 7-10 working days(credit card or debit card), 24 hrs (Snapcash)
comm: apology done//ask cx to wait//cx agree// cmn


Issue: cx want to know about the refund//refund initiated on-
Action: remaining 7 working days (UPI)
comm: apology done//ask cx to wait//cx agree// cmn



Issue: cx want to know about the refund
Action: macro shared (ask for NEFT details )//tat shared 24-48 hours for update after receiving the Bank details
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details



Issue: cx want to know about the refund//refund initiated on-
Action: req all already raised
communication: info shared //ask cx wait remaining for refund update //cx agree//cmn



**********FRAUD CALL**************


Issue: Customer reported refund fraud by app download
Action: Feedback taken
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn


************Failed Transactions************

Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised//stage selected (escalated to refund team)
comm: apology done//tat shared 24-48 hours for update//cmn



Issue: payment deducted but order not confirmed
Action: Info shared
comm: apology done//tat shared 72 hours for auto reverse//cmn


********** Why was my order cancelled*************


Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification
comm: shared that product is out of stock//ask cx to place a new order when product will be in stock// cx agreed//cmn


Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason// ask cx to place a new order//cmn

***********RTO**************


Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order
comm: shared the UD reason with cx//apology done// cmn


Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order
comm: shared the UD reason with cx//apology done// TAT shared 24-48 hours for refund update // TAT shared (7-10 working days , 24 hours ) for reflection after initiation //cmn


************PDWP**********

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken
Communication: apology done // shared the delivery status // ask cx to place a new order // CMN

--PDWP (RVF+COD and Good profile)--

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised // normal delivery
Communication: apology done // shared the delivery status // tat shared 48 hours for refund initiation // CMN

--PDWP (Payment mode different or Bad profile)--

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised // normal delivery // Stage cx Dispute Accepted Marked
Communication: apology done // shared the delivery status // tat shared 24 hours for update // // CMN

--PDWP (Prepaid mode)--

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised // customer's mail ID confirmed // status marked pending with SD
Communication: apology done // shared the delivery status // tat shared 7 days for update via Mail // CMN


*************************************************




Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (OTP verification delivery )
comm: apology done//shared the complaint status// ask cx to wait //cmn



Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (Re-investigation)// POD denial marked
comm: apology done//shared the complaint status// ask cx to wait //cmn


***************CATP************


Issue: cx wants to return the product // Issue-
Action: info shared// denial given
comm: apology done//Denial given as per cx concern



Issue: cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared
comm: info shared//denial given for return//CMN


************* INFO PRODUCT**************


Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality,how to use // cx agreed// cmn


*******Promocode********


Issue: How to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed// cmn

Issue: cx wants to know about the product
Action: info shared
Communication: info shared regarding price, quality // cx agreed // CMN


*******Invoice related issue********


Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed// cmn



Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update// cmn
cx mail id -


******Snapdeal initiated*******


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//cx agree //cmn



Issue - Cx want bank refund
Action- info shared // initiate date -
Comm-apology done//asked cx to check on his end refund is already initiated on Snapdeal credit// Benefits shared //cx not agree //cx want refund in bank //after received the bank details // refund will be process in 8 working days // cmn




****** Snapcash *************

issue cx want know about Snapcash
action info shared
comm info shared about Snapcash //cmn




*****RPI Denial *****


Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared // apology done// denial given as per RA remarks /// cmn



Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- apology done //TAT shared 48 hours for update// ask cx to wait //cmn



Issue- cx want to know his refund status
Action- Info shared (CIP marked ) (Escalated to Tech team)
Comm- apology done //TAT shared 8 days for update// ask cx to wait //cmn



Issue- cx want to know his refund status
Action- Info shared // NEFT went on hold // CCA marked
Comm- apology done //TAT shared 5 days for update// ask cx to wait //cmn



Issue- cx want to know his refund status
Action- Info shared // CCA marked
Comm- TAT shared 24 hours for update // apology done



Issue- Cx want to retain the order// Reason-
Action- RL filled // Info shared
Comm- Info shared to cx that return req is closed



Issue- Cx want to know his return request status (15 days breached after RPI)
Action- Denial given
Comm- Apology done // Denial given to cx regarding the pick up as cx response after 15 days // cmn


*****RMT*****


issue; cx want to know his refund//pickup request
Action; info shared
Comm; deny given as per RMT remark//cmn

****PDP***


Issue- cx want know about his replacement
Action- info shared
Comm- deny given as per PDP//cmn

*****service center ****


Issue - cx want know about his replacement/ refund request
Action- info shared //macro shared
Comm- guide to service center//SC number shared//cmn


******EOD******


issue-SD credit reversal case
Action- info shared //macro shared //EOD filled
Comm- ask cx wait 8 working days for bank refunds //cmn

issue- cx want to know his refund status
Action- Info shared // CCA marked
comm- ask cx to share bank details