.....TAGGING.....

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BLANK CALLS:-

cx call is in busy tone.

cx call not reachable.
cx call ringing but no response.
while on call cx disconnected the call.
cx already spoke to our TEAM.
while pitching survey cx disconnected the call.
cx came with same issue hence informed the TAT. informed survey as well.

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LANGUAGE CALL BACK:-

cx want to talk in TAMIL language . hence arranged the call back in TAMIL language and informed the
TAT.

cx want to talk in TELUGU language . hence arranged the call back in TELUGU language and informed
the TAT.

cx want to talk in MALYALAM language . hence arranged the call back in MALYALAM language and
informed the TAT.

cx want to talk in KANNADA language . hence arranged the call back in KANNADA language and
informed the TAT.

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PAYMENT PREPAID:-

PAYMENT FAILED:-cx saying that while placing the order the amount has been debited from bank
and the order did not has been placed. so informed cx that the payment is failed if amount is debited
from his account requested to cx to contact to bank for further details. hence cx agreed.

PAYMENT AWAITING:-cx saying that while placing the order the amount has been debited from
bank and the order did not has been placed. so informed cx to wait till 8 hours . hence cx agreed.

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ORDER STATUS RELATED:-

BEFORE PROMISE DATE:-

cx order the product () cx want to know the promise date of the product. hence informed as per SA. but
cx want to delivery the product before delivery promise date informed cx that we are not sure about
that but we can take your request.informed survey as well.

ORDER STATUS:-
cx order the product () hence cx want to know the promise date of the product. hence informed the cx
as per SA the product will be delivered on or before the promise date . hence informed survey as well.

ORDER STATUS ON PROMISE DATE:-

The Delivery Delay Option Is Disable So Tagged Under Order Status....
cx order the product () hence cx want to know the status of the order hence informed cx that the order
was out for delivery today hence informed cx to wait till 7:00 PM the product will be delivered . hence
cx agreed informed survey as well.

RE-ATTEMPT:-
cx order the product () but the actual promise date was on cx did not got the product till today. hence
as per WM update () .so request as been taken re-attempt delivery and informed the cx that wait till 2
business days the product will be delivered . informed survey as well.

DELAY IN DELIVERY:-
cx order the product () the actual promise date was on . hence cx did not got the product till today .so
hence request has been taken and raised for delay in delivery and informed the TAT.

SAME CITY MISROUTED:-

cx order the product cx want to know the order status. informed cx that the order as been same city
misrouted so inform the cx that the order will be delivered with in 2 business days . hence cx agreed.
informed survey as well.

DELAY IN SHIPPING:-
cx order the product but the product was in approved status till today .
hence the estimated shipping promise date was on (). so request has been taken for delay in shipping
and informed the TAT. informed survey as well.

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RETURN STATUS RELATED:-

RETURN ON HOLD ORDER STATUS IS NOT UPDATED TO DELIVERED:-

cx order the prodcut but cx has issue with the product hence cx raised the request for return so cx want
to know the status of the return . hence informed cx that the return status is in hold because of the
delivery status not updated so inform cx that wait till 24 hours for the approvel and receive the
conformation SMS. hence cx agreed informed survey as well.

REPLACEMENT STATUS:-
cx ordered the product () hence cx want to know the replacement promise date.
informed cx that the replacement promise date as per SA.informed survey as well.

REPLACE REQUEST:-
cx order the product but cx has issue with product hence cx want to replace the product . so request
has been taken for replacement informed the TAT and packing manner.

EXCHANGE REQUEST:-
cx order the product but cx has size issue hence cx want to exchange the product with () size .hence
request has been taken for exchange and informed the TAT and packing manner.

REFUND REQUEST:-
cx order the product but cx has issue with the product . hence cx want to refund the amount so request
has been taken for refund . informed the TAT and packing manner.
SERVICE CENTER DETAILS:-
cx order the product () but cx has issue with the product hence the product was in out of policy .hence
provided service center details to cx.

PICK UP CENTER DETAILS:-

cx want to know the pickup center details hence as per tracking the product was
Received at pickup center - Ready for pickup. hence provided Pick up center details to cx . hence cx
agreed informed survey as well.

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REFUND STATUS RELATED:-

REFUND STATUS PRE PROMISE DATE:-

cx want to know the refund amount promise date.informed cx that the refund amount promise date
SLA as per SA.informed survey as well.

REFUND STATUS POST PROMISE DATE:-

cx want to know the refund status. informed cx that the refund has been already completed on
.informed as per SA. informed survey as well.

REFUND STATUS NOT CHANGED TO COMPLETED:-

cx want to know the refund status hence informed cx that the refund has been failed so re taken the
NEFT details.

Beneficiary Name:
Account Number:
IFSC Code:
Bank Name:
Branch:
City:

Informed the TAT . informed survey as well.

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ACCOUNT RELATED ISSUES:-

CUSTOMER IS UNABLE TO LOGIN:-

cx saying that he unable to login the account. so info given to cx accordingly.

EMAIL ID CHANGE:-
cx saying that he want to change the EMAIL ID . info given to cx that to do by self serve that.
Go to My Account
Under Settings, go to Update Email
Enter your new email ID
Enter the verification code sent to new email id/phone number
Click on Save Changes.

hence cx agreed. informed survey as well.

CONTACT NUMBER CHANGE:-

cx saying that he want to change the CONTACT NUMBER. info given to cx that to do by self serve that.
Go to My Account
Under Settings, go to Update Mobile
Enter your new Phone number
Enter the verification code sent to email id/phone number
Click on Save Changes.

hence cx agreed. informed survey as well.

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INSTALLATION RELATED ISSUES:-

INSTALLATION & UNINSTALLTION RELATED INFO:-

cx saying that he want to know the installation promise date. hence informed cx that the installation
will done on or before installation promise date as per SA. hence cx agreed. inforemd survey as well.

INSTALLATION NOT DONE:-

cx saying that the product installation is not done till today. hence the installation promise date was
breached . so apologize cx and request has beent taken and informed the TAT.

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PRODUCT PURCHASE QUERIES:-

SPECIFICATIONS RELATED ISSUES:-

cx want to know the product () specifications . hence info given to cx as per WEBSITE. informed
survey as well.

PRICE RELATED ISSUES:-

cx want to know the price of the product . hence info given to cx as per WEBSITE. informed survey as
well.

WARRANTY RELATED ISSUES:-

cx want to know the warranty of the product . hence info given to cx accordingly. informed survey as
well.

OFFERS AND PROMOTIONS:-

cx want to know the offer of () . hence provided information to cx accordingly. informed survey as well.

PAYMENT METHODS AVAILABLE:-

cx placed the order though COD but cx know want to pay now though online hence info given to cx
accordingly. informed survey as well.

RETURN POLICY:-
cx want to know the policy period and policy details. hence info given to cx accordingly. informed
survey as well.

SERVICE AVAILABILITY FOR PINCODES:-

Customer wants to know service availability for his area pincode. hence informed cx and checked the
service availability for particular pin code on website and provided
information to customer. hence cx agreed informed survey as well.

OUT OF STOCK ENQUIRY:-

Customer wants to know when the product will be in stock . informed customer to drop their email id
on notify me tab, once the product is back in stock will receive a notification. hence cx agreed informed
survey as well.

PRE-ORDER RELEASE DATE:-

cx want to know the pre-promise release date of the product so hence info given to cx accordingly. cx
agreed informed survey as well.

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ORDER MODIFICATION:-
FK CANCELLATION:-
cx order the product () hence cx want to know the reason of cancel.
informed cx that the order has been cancel from seller. hence informed cx that place a fresh order .
informed survey as well.

REINSTATE THE CANCEL ORDER:-

cx order the product () cx cancelled the order.
hence cx want to reinstate the order. informed the cx that once the product has been cancel cannot be
reinstated . informed cx to place a fresh order. informed survey as well.

NON SERVICEABLE PINCODE:-

cx order the product cx want to know the order status hence informed the cx that the product was Out
of delivery area (pincode-address mismatch). informed cx that the order will be cancelled because of
NON_SERVICEABLE_PINCODE . hence informed cx that place a fresh order . informed survey as
well.

DAMAGED SHIPMENT:-
Customer want to know the reason for cancellation. informed customer that the shipment has been
damaged during transit and requested cx to place a fresh order. hence cx agreed informed survey as
well.

ACCIDENTAL CANCELLATION:-
Customer contacts and report that order cancelled by mistake. informed customer that we are unable
to reinitiate order once the order has been cancelled its cannot be reinstate so informed cx to place a
fresh order. hence cx agreed informed survey as well.

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TAGGING:-
1) Misroute – Same city:-
PRE promise date=Order delivery >> Order status related >> Status check.
POST promise date=Delivery Related DT >> Delivery Delay.

2) Undelivered due to incomplete address:-If an order is undelivered due to incomplete

address, the NDR DT will be enabled to capture the customer's address. In such cases, update the
complete address using NDR DT.
If the NDR DT is not enabled: Pre-SLA : Inform the customer that the delivery will be re-
attempted and close the incident using the following tagging Tagging on SA DT - Delivery related
>>> Reattempt delivery.
Post-SLA: Follow 'Delay in delivery' DT.

3) Pre SLA cases:-delivery fails at the 1st re-attempt. Delivery Related >>> Reattempt
Delivery.
Post SLA cases:-Delivery Related DT >> Delivery Delay.

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TOA TAGGING:-

cx order the product () but the () was missing or defective hence provided TOA of RS. and informed cx
that

1.it will be transferred within 24 hours

2.it has validity of 12 months
3.it will come in the form of egv and cannot be transferred to bank account.
4.it does not require pin
5.it can be used to purchase any product FA and NON FA from FK.

hence cx agreed informed survey as well.

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FLIPKART PAY LATER:-

'Flipkart Pay later' is a credit-based payment mode.

cx can place the order without paying at the time of purchase and later pay the total amount at once
amount is generated on the 1st of the subsequent month and is payable by 10th.

CX WANT TO KNOW THE BILL GENERATE DETAILS:-

cx want to know the pay later bill generation details hence informed cx that the total amount at once
amount is generated on the 1st of the subsequent month and is payable by 10th. hence cx agreed .
hence info given to accordingly.

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NON RETURNABLE:-

Returns (replacement or refund) should not be accepted for the following products:
Lingerie (bottom-wear)
Inner-wear
Socks
Clothing Freebies
Home Care
Music
Movies
Baby Care Supply
Beauty and Grooming
Gift Cards
Food and Nutrition
Computer Software
CD/DVD
Pen Drives
Memory Cards
Gaming VR
Cars
Two Wheelers
Lubricant
Oil
Cleaning solutions
Grease
Glue
Wax
Perfumes
Deodorants
Inks
Gels
Polish
Liquids
Personal Hygiene
Pet Hygiene/Grooming and Other Consumables
Screen guards
Graphics cards
Motherboards
Internal Hard drives
RAM
Precious jewellery
Diapers
Inner wear and lingerie
Sexual wellness
Socks
Return requests for color mismatch when a product is specified as assorted on the website (especially
for inner wear)

Exceptions: We will accept return (replacement or refund) for the above mentioned categories only in
the below scenarios:

Damaged/Defective
Mis-shipped
Product/Quantity missing
Expired product

Avaya No :
Registered No :
Product :
Issue :
Resolution :
IN1801251104374728359 refund
OD111364801941274000 payment failed
IN1801251152147476616 tip
IN1801251235323636591 WM denied
OD111328492003136000 missing
9253447000

OD110490143069568000 egv
OD111358173135210000 message/email