Notes

[email protected]
pass@12345

***SHORT CALLS****

Issue: not connected
Action: cmb sms sent
comm: na


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


Issue: no ringing
Action: na
comm: no response from cx side// cx drop the call//cmn



Issue: language barrier
Action: mail id shared
comm: ask to mail us//cmn


issue- cx wants to know about Niro loan
action- info shared
comm- ask cx to coordinate with Niro loan // cmn

Niro helpline number -8095206500


issue- cx wants to know about product information
action- NA
comm- cx said that he purchase the order from Snapdeal // ask cx to provide the number or suborder id // cx did not have the register number or the suborder id // cx drop the call // cmn


issue- cx wants to know about product information
action- info shared // sales sms sent
comm- info shared about product // cx agree // cmn



*****ORDER STATUS*******
Issue: cx want to know about the order status
Action: dd sms sent
communication: shared pdd, ddr// tracking details and courier partner name shared//cmn



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



Issue: Order stuck @one location
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr, tracking details//cmn



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


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



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


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


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


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


*******CANCEL REQUEST*******

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product// money issue// due to late delivery// due to bad experience with previous product
Action: request taken
comm: shared order cancelled//cmn


Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn



Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken//refund tat shared
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn



Issue: cx wants to cancel the order //high price// cx not available// placed order by mistake// do not need the product//shipped state
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn



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

Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//cmn
H.no/ street no./ lane no./ Ward no. -
Area/ Colony name-
PO/Teh/Thana-
Landmark 1-
Dist/ City-
Pin Code-


Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR not filled//address verified
communication: apology done//tat shared 24 hours for for delivery re-attempt//cmn



Issue: cx want to know about the order status//UD marked//out of delivery area
Action: ask cx for self pick up
communication: apology done//guide to co-ordinate with courier partner//cmn


Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified
comm: apology done// unable to fill the FNDR// error: --//tat shared 24-48 hours for update//cmn


Issue: cx want to know about the order status //UD marked//order is ofd
Action: complaint raised//address verified
communication: apology done//ask cx to wait till 6 PM//courier partner name shared //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 delivery address//bill generated
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 number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn


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

Issue: cx want to return the product//L3 form filled// issue:-
Action: return req raised//tat shared 48 for pickup
comm:apology done// shared the courier partner name//also guide to pack the parcel in original packing//cmn


Issue: cx want to return the product //L3 form filled// issue:-
Action: return req raised//tat shared 24 hrs//
communication: apology done//rpi not initiated//also guide to pack the parcel in original packing//cmn



Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised
Comm: apology done//rpi not initiated//tat shared 24-48 hrs for update//cmn


Issue: cx wants to know the complaint status(return case)
Action: macro shared //RL filled// tat shared 2-3 days for pickup
comm: apology done//shared the complaint status//shared the courier partner name // also guide to pack the parcel in original packing// cmn


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



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



Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//pick up boy no-
comm: apology done//tat shared 72 hours for update//cx did not have pickup receipt//ask cx to wait // cmn


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, send NEFT details, share courier receipt// cmn


Issue: cx wants to return the product(manual case)
Action: info shared
comm: TAT shared 48 hours for update // Apology done // assurance given// cmn



Issue: cx got the empty parcel(amount is less than 500rs.)
Action: info shared
comm: apology done//tat shared 7 days for update// ask cx to wait//cmn


Issue: cx got the empty parcel(amount is more than 500rs 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 //tat shared 7 days for update after submitting the digital form // cmn


Issue: cx got the empty parcel(amount is <=1000rs)
Action: macro shared(Empty parcel updated )
comm: apology done//ask cx to share the undertaking form//tat shared 7 days for update after receiving the UT form // cmn


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

Issue: cx want to know about the delivery of the product//OFD
Action: info shared // AWB sms sent
communication: ask cx to wait till 9 PM//fe number shared//cx agreed //cmn


Issue: cx want to know about the delivery of the product//OFD
Action: info shared
communication: ask cx to wait till 9 PM//fe number not available //cx agreed //cmn


*************OFD after UD*************

Issue: cx want to know about the delivery of the product//OFD
Action: info shared///address verified
communication: ask cx to wait till 9 PM //cx agreed //cmn



************REFUND*************
Issue: cx want to know about refund status// compensation pending (manual case)
action: info shared//
com: TAT shared 24-48 hours for update// courier receipt images received// apology done// cmn//


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//cmn



Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7 working days(UPI)// 7-10 working days(credit card or debit card)// 6 days for bank//
comm: apology done//ask cx to wait//cx agreed//cmn


issue: cx want to know about the refund status//
aciton: info shared // initiated on:
com: told cx to already credited in SD credits //


Issue: cx wants to know the refund status
Action: PUC marked // TAT shared 24 hours for update
comm: qc tat shared//refund tat and info shared//ask to wait//cmn



Issue: cx wants to know the refund status
Action: PUC done// puc tat breached
comm: qc tat shared//refund tat and info shared//tat shared 24-48 hrs for update//ask to wait//cmn



Issue: cx want to know about the refund
Action: macro shared//
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details//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 know about the refund // sd reversal case
action: eod filled // macro shared
comm- apology done // ask to wait for 8 working days // cx agree // cmn


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

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


Issue: lucky draw call received by customer
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn

************PAYMENT ISSUE************

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



Issue: payment deducted, 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

**********CANCELLED ORDER*************

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: shared that due to Non Serviceability, order cancelled//apology done//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


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

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
comm: apology done//shared the delivery status// tat shared 7 days for update//cmn



Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update
comm: apology done//shared the complaint status//cmn


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

Issue: cx wants to return the product as product is---(CATP)
Action: info shared
comm: apology done//shared product is non return-able// cmn


issue: cx want to return the product// CATP//
action: denial given//
com: cx already used the product//


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

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

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



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


Issue: cx want invoice copy//
action: email ID confirmed :
comm: TAT shared 24-48 hours for update// cx agreed// cmn//


ISSUE: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared
comm: info shared//tat shared 24-48 hours for update// cmn




issue; cx wants the order again
action: sales sms sent
comm: ask cx to place a new order again//cmn


issue: cx want to return//
action: denial given//
com: denial given as per RA remarks//



issue: cx want to know about the loan/
action: info shared//
com: refer cx to niro app//


issue: cx want to return the product//
action: info shared//
com; told cx to visit service center// cmn

*************************** THANK YOU *****************************
All Links:

Pulse Link : http://172.16.211.116:9090/pulse/plugins/pulse/#/

Genesys installation Link : http://172.16.211.113/WDE/publish.htm

INbound Csat sheet:
https://docs.google.com/spreadsheets/d/1Om5n-FD2seOMDizFLT-YegUa3Yt3S2bMM5EgyGGAKlM/edit#gid=0

************Level 3 Issue Category**********
https://docs.google.com/forms/d/e/1FAIpQLSdnWxUFjJrq2AHSQoel99-GABtZJi6muDDn1fpbJnwS_FrU2w/viewform

Genesys installation Link : http://172.16.211.113/WDE/publish.htm

****************ONDC*******************
https://docs.google.com/spreadsheets/d/1DYKawSfUSByyOSXNztyYvGYfB3wIsCJ46L22xTbaRtk/edit#gid=0

***************Critical Sheet Ileads ***********
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=0


*************PAYTM ONDC CASE (DATA GIVEN)*************

********************************************************************************************************************************
Dear Customer,

We tried calling you regarding (product name) but couldn't reach you.
Please reply with the number on which you want call, or you can revert back on the same mail.

Thank you,
Team Snapdeal