Notes

**************Genesys installation Link :**********************

http
://172.16.211.113/WDE
/Publish
.htm

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


************************tat shared********************

https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit#gid=1154470807




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



ask cx shared the mail id //cx does not want shared the mail.id //cmn
ask cx shared the mail id //updated mail id- //cmn


cx got totally different product , brand different, design different
cx got used and old product
cx said not working properly and defective
cx said not same product as per the PDP
cx said not same quality as per the PDP and fabric poor
cx order 2 XL but cx facing size issue small


***SHORT CALLS****



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


issue na
action na
comm ringing not connected // call back done //call not connected //cmn



Issue: ringing not connected
Action: Na
comm: Na



Issue: no query
action: na
comm: cx said already call received //query already done //cmn


Issue: no query
action: na
comm: na


Issue: incomplete query
action: na
comm: cx drop the call



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 req
comm: ask cx to raise the call back req on his/her Language preference


*****ORDER STATUS*******

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//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
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: macro shared//Ask cx to share the product within 5 days via national courier
comm: ask cx to fill the return form// asked cx to share courier receipt// cmn



**********One or mere item is missing shipped together***********


Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised// Info shared//CRT investigation done// cx profile good
Comm: apology done//tat shared 24-48 hrs for update regarding the refund update //cmn



Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised// Info shared//CRT investigation SCM // cx profile not show
Comm: apology done//rpi not initiated//tat shared 48 hrs for update regarding the update //cmn

stage CRT Investigation SCM //status pending



*******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


#
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



****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//asked cx to share the pick up boy name

comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn
pick up boy no-

********************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: tat shared 48 hours for refund process // cx profile good
comm: apology done//shared the complaint status// ask cx to wait //cmn

stage-CRT investigation done //status-close

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24 hours for update//Cx Dispute Accepted// cx profile good
comm: apology done//shared the complaint status// ask cx to wait //cmn

stage-Cx Dispute Accepted //status-pending

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


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


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised// normal delivery
comm: apology done//shared the delivery status// tat shared 7 days for update regarding POD //cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: Info shared
comm: apology done// Denial given as the order is delivered after the OTP verification/// 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


*******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