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In this we have to Probing with the cx and in probing we have to reconfirm the cx complaint (Issue cx facing regarding the order) and then the pick up fail reason and pick up fail date
Then there will be 2 response from the cx end
If cx says yes then we have to ask cx to share the conversation held between the cx and the courier boy
If cx says no then we have to take a feedback regarding the courier boy and assured cx that he/she will not face the same issue again.
Then we have to ask cx to share the
a) Alternate Mobile number
b) Alternate Landmark
c) Confirm the pick up address from the rpu details
This three things we have to fill in the RL Panel
Then we have to share the TAT of 2-3 days for the pick up reattempt
Courier partner name we have to shared
Tell cx to pack the order in Snapdeal brand packaging
Note- Tagging will be mention on the Log a call (Remarks we have to add)
Status - Pending
2) APUC (Awaiting for the Pick up confirmation)
It means that the VOC of the cx is that order is already picked up but in RPU PUC is not marked.
In this we have to ask cx the pick up date
In this we have two scenario :
a) Within TAT (If cx came on the same day)
We have to mention the pick up date on RL panel
Then we have to share the TAT of 24 hrs for update regarding the complaint status
Note- Tagging will be mention on the Log a call (Remarks we have to add)
Status - Open
a) Within TAT (If cx came on the same day)
We have to ask cx to share the :
a) Courier boy name
b) Courier boy number
We have to mention the courier boy name and number along with the pick up date on the RL panel
Then we have to share the TAT of 72 hrs for update regarding the complaint status
Note- Tagging will be mention on the Log a call (Remarks we have to add)
Status - Open
Stages- APUC
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