Notes

*****Pending for Verification*****

Within TAT :

Issue- Cx want to know his order status
Action - Info shared
Comm- TAT shared 24 hrs for call back regarding the order verification

Outside TAT :

Issue- Cx want to know his order status
Action- Complaint raised // Infor shared
Comm- TAT shared 24-48 hrs for update regarding the order status


*********Within SLA*******

Before Dispatch :

Issue- Cx want to know the delivery details
Action- Info shared
Comm- Promised dispatch date share both and promised delivery date last one.

After Dispatch :

Issue- Cx want to know the delivery details
Action- Info shared // SMS shared - AWB number
Comm - Actual dispatch date shared // promised delivery date last one.// Courier partner name // Live location of the order

***Specific Delivery request **


Issue- Cx wants specific delivery request
Action - Specific date mention // Req raised
Comm- Delivery details shared// Ask cx to wait .


****Item Stuck at one Location ****

Issue- Order stuck at one location
Action- Complaint raised
Comm- TAT shared 24-48 hrs for updated // Courier partner name shared // Delivery details shared


***Outside SLA ****

Delay in Dispatch :

Issue - Cx order is delay in dispatch
Action - Complaint Raised
Comm- TAT shared 24-48 hrs for update // Delivery details shared


Delay in Delivery :

Issue - Cx order is delay in delivery
Action - Complaint Raised
Comm- TAT shared ASAP for the delivery of the order // Courier partner name shared


****First time OFD ********

Issue- Cx want to know his order status
Action - SMS shared - AWB number // Info shared
Comm- Ask cx to wait till 9 PM // Courier Partner name shared // Courier boy number shared through SMS


*****UD******

Issue- Cx want to know his order status (UD Marked)
Action- Complaint raised // FNDR Filled
Comm- Apology done //Ask cx to share the Alt mobile number , Alt Landmark and Confirm delivery address // TAT share 24 hrs for the delivery re-attempt // Courier partner name shared// Mark case origin - Critical Escalation.
Alt Mobile Number -
Alt Landmark-


*****ODA********

Issue- Cx want to know his order status (ODA Marked)
Action- Complaint raised // FNDR not Filled
Comm- TAT shared 24-48 hrs for update regarding order status//Mark case origin - Critical Escalation.


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

Issue- Cx want to know his order status// OFD after UD
Action - SMS shared - AWB number // Info shared
Comm- Ask cx to wait till 9 PM // Courier Partner name shared // Courier boy number shared through SMS //Mark case origin - Critical Escalation.


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

Prepaid :

Issue - Cx want to know his order status // RTO marked
Action- Info shared
Comm- Shared info that order is return to seller and ask cx to share place a new order // TAT shared 24-48 hrs for the refund initiation

COD:
Issue - Cx want to know his order status // RTO marked
Action- Info shared
Comm- Shared info that order is return to seller and ask cx to share place a new order


*******Cancellation *******

Issue- Cx want to cancel the order // Reason-
Action - Order cancelled
Comm- Info shared that order is cancelled.


Issue- Cx want to cancel the order // Reason-
Action - Cancellation req raised
Comm- Info shared that cancellation req raised // TAT shared 24-48 hrs for the cancellation of the order


Issue- Cx want to cancel the order // Reason-
Action - Info shared
Comm- Asked cx to refuse the delivery of the order on the door step // TAT shared 6 days for refund initiation after refusing on door step


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

Issue- Cx want to know why was order cancelled
Action- Info shared
Comm- Shared the cancellation reason to cx // ask cx to place a new order // TAT shared 24-48 hours of refund initiation

*****PDWP*****

Prepaid:

Issue- Cx order is delivered to wrong place
Action - Comp raised // Ask cx to share the mail id
Comm- TAT share of 7 days for update regarding the complaint via mail // ask cx to wait
Email Id-

RFV + COD

Profile - Good
Issue- Cx order is delivered to wrong place
Action - Complaint raised// Cx profile - Good
Comm - TAT shared 48 hrs for refund initiation // Ask cx to wait

Profile - Not visible
Issue - Cx order is delivered to wrong place
Action - Complaint raised// Cx profile - Not visible// Stages - Cx dispute accepeted
Comm - TAT shared 24 hrs for Update // Ask cx to wait


****Address Change ****

Issue- Cx want to change the delivery address
Action - Asked cx to share the new address
Comm- Info shared to cx that address is changed from our end


Issue- Cx want to change the delivery address
Action - Info shared
Comm- Denial given ad shared info to cx hat unable to change the delivery address as per current status


****Failed Transaction *****

If Cx came on same day

Issue - Cx want to know the payment status // Payment - Failed
Action - Info shared
Comm- TAT shared 72 hrs for auto reverse // ask cx to wait

If Cx does not came on same day

Issue - Cx want to know the payment status // Payment - Failed
Action - Info shared // Comp Raised // Macro shared - Bank Statement required
Comm- ask cx to shared the bank statement over the mail // TAT shared 24-48 hrs for update after receiving the bank statement

******Fresh return Request ***************

#
Action Taken - TAT shared 24 hrs for update regarding reverse pick up // RPU not initiated


#
Action Taken - TAT shared 48 hrs for pick up // RPU initiated // Courier partner name // Ask cx to pack the order on original brand packaging


*****Manual*****
Issue - Manual Assign
Action - Info shared
Comm - TAT shared 48 hrs for update regarding reverse pick up // Ask cx to wait


***Pick up reschedule ***

Issue- Cx want to know his return request status
Action - RL filled // info shared
Comm - TAT shared 2-3 days for pick up reattempt // Courier partner name // Ask cx to pack the order on original brand packaging
Alt Mobile no -
Alt Landmark -

***APUC***

Order Pick up on same day

Issue- Cx want to know his return request status
Action - RL filled // info shared
Comm- TAT shared 24 hrs for update// Ask cx to wait

Order does not Pick up on same day

Issue- Cx want to know his return request status
Action - RL filled // info shared
Comm- TAT shared 72 hrs for update// Ask cx to wait
Pick boy number -
Pick up boy name -

*****Pick up Cancellation *****

Issue - Cx want to cancel the return req // Reason -
Action - RL Filled
Comm- Info shared to cx that return req is closed


*******One or more item is missing shipped together ****
If the both condition met -
Issue - One or more item is missing shipped together
Action- Comp raised // Stage - CRT investigation Done// Macro shared - NEFT refund initiated
Action - TAT shared (6 days/7 - 10 working days /24 hrs/5-7 working days ) for the refund // ask cx to wait

If any condition are not met -

Issue - One or more item is missing shipped together
Action- Comp raised // Stage - CRT investigation SCM
Comm- TAT shared 48 hrs for updated // Ask cx to wait


******Complete Item missing *****

Profile - Good (Email Id registered )

#Cx received the complete item missing // Issue- (Selling price is less than 400 INR)
Action - Comp Raised // Stages - CRT Investigation Done
Comm - Apology done// TAT shared 48 hrs for refund initiation // ask cx to wait

Profile - Good (Email Id not registered )

#Cx received the complete item missing // Issue- (Selling price is less than 400 INR)
Action - Comp Raised // Stages - CRT Investigation Done // Macro shared - Asking for NEFT Details
Comm - Apology done// ask cx to share the details over mail .

Profile - Not visible

#Cx received the complete item missing // Issue- (Selling price is less than 400 INR)
Action - Info shared // Case move to CRT Investigation SCM
Comm - TAT shared 72 hrs for update // Apology done


#Cx received the complete item missing // Issue- (Selling price is between 400 INR to 1000 INR)
Action- Macro shared - Empty Parcel digital form
Comm- Apology done // Ask cx to fill and submit the google form // TAT shared 72 hrs after submitting the google form.


#Cx received the complete item missing // Issue- (Selling price is above 1000 INR)
Action- Macro shared - Empty Parcel Updated
Comm- Apology done // Ask cx to share the UT form with Invoice and Id proof // TAT shared 72 hrs after receiving the details.


******DTSS*******

Issue- Cx want to return the order // received the Different product
Action- Ask cx to raise the complaint
Comm- Apology done // Guide cx to raise the return request


*******Item Defective ******

#Cx want to return the order received the defective product // Issue -
Action - Macro shared
Comm- Refer cx to service centre


****Sd credit