all taggings

Delivery Related :- Order status related / status check :- Cx ask about delivery status. Info provided that product status is --- and will deliver on or before 7pm today. Self serve provided. Cx agree Priority delivery /Customer requested different date, time, slot:- Cx say that i want to product on . . . . as i told to cx that take request as priority but i’m not assure you bcoz you received product on or before promised date cx agree Customer wants order to ship together :- Customer calls in and request to send all the items together. Decline the customer request politely and inform we are unable to honor the request Shipped later /Customer requested different date, time, slot :- cx say that he want to product shipped later as info to cx that take request but not i’m not assure you bcoz you received product on or before . . .. date cx agree RE-attempt delivery (EKL) :- cx call say that still product not delivered to me as check product its show ( unsuccessful delivery attempt ) so told to cx that request taking for the re attempt delivery next attempt with in 1 business day , and also told to cx that we will do 3 attempt before returning the order . cx agreed call closed. RE-attempt delivery (3-PL) :- cx call say that still product not delivered to me as check product its show ( unsuccessful delivery attempt ) so told to cx that request taking for the re attempt delivery next attempt within 2 business day , and also told to cx that we will do 3 attempt before returning the order . cx agreed call closed. Delay in Delivery :- cx call say that still product not delivered to me as check promise date has been breached and product showing . . . . . . so told to cx that your take request for Delay in Delivery informed to cx that your issue . . .. . . cx agree call dropped Out for delivery / status check :- cx call say that today he received massage but still product not delivered to me as check product it's SA it's showing the order is out for delivery so request to cx that you can wait for 7/9 pm of today and you’ll get the order on or before 7/9 PM cx agree call dropped . Unable to track:- cx say that he was unable to track the product as check out . . . info to cx that take request for the same and your issue we’ll . . . . . . Payment and refund :- Amount Debited but order not conforme :- cx say that his amount was debited but order not conforme ask same detail product name … total amount .. any txn id. . . bank name card name . . info to cx that taking request for the same issue and your issue . . . . Unauthorized card :- cx say that same one use my card without my confirmation and he was received notification that amount is debited with Flipkart as info to cx that provided same detail1) First two and last four digits of the card (Debit/Credit, EX: 12XX XXXX XXXX 3456) 2) Date of transaction 3) Exact amount debited against Flipkart 4) Contact number Refund delay post instead :- cx call say that still refund amount is not reflecting in account as check out refund delay info to cx that take request for that refund you issue . . . . .cx agree call dropped Update NEFT (NEFT failed ) :- cx say that refund was not reflecting as check out its showing NEFT Failed so info to cx that request for updated NEFT info to cx that The amount will be credited to your account within 5 business days from the date of initiation as per standard banking processes . Cash Back Related :- cx say that still cash back amount was not reflecting in account as check out TAT was breech so taking request info to cx that issue we’ll be .. . . .. . .cx agree call dropped Refund Status not changed to completed :- cx complain that refund is not received as check out that Refund Status stuck in ‘Initiated’ ‘Processing’ and ‘Failed’ so taking request for the same Account number : Bank name : Beneficiary name : Branch : City : Ifsc code : issue info to cx that your issue we’ll resolved . . . . . . .. . . . . Customer Return Wait and refund (norma l) :-cx got the order of . . . . and he is telling that he is Refund due to . . . . . .as per the cx VOC take request for refund and informed to cx that Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc.share Oathkeeper TAT for reverse pickup and Refund Do remember to collect the acknowledgment receipt once you hand over the product to the delivery executive also Replace and Expect (normal):-cx got the order of (product name ). . . . and he is telling that he want to Return Due to . . . . so he want to replace as per the cx VOC take request for that and hence told to cx that the order will going to replace and Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc. the old product give to FE hence cx agreed and going to tell the next order’s delivery date . hence call closed. wait and Replace (normal):-cx got the order of (product name ). . . . and he is telling that he want to Return Due to . . . . so he want to replace as per the cx VOC take request y for that and hence told to cx that the order will going to replace and Please ensure that the item/s is read with original product box, along with all the contents including accessories, price tags, labels, invoice, etc. while giving the old order to FE share TAT reverse pickup , Do remember to collect the acknowledgment receipt once you hand over the product to the delivery executive and after we have a confirmation that product pickup we approved you next and going to tell the next order’s delivery date . hence call closed. Exchange and Expect (normal):- cx got the order of . . . . . but size of product not expected so he want to exchange the product with size . . (fsn) . .as check size available so , take request for Exchange and hence told to cx that the order will going to Exchange and told to cx Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc. while giving the old order to FE hence cx agreed and going to tell the next order’s delivery date . hence call closed Wait and exchange (normal) :-cx got the order of . . . . . but size of product not expected so he want to exchange the product with size . . .(FSN) .as he check size available so take request for that hence told to cx that the order will going to exchange and told Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc. while giving to FE share Oathkeeper TAT reverse pickup will be done Do remember to collect the acknowledgment receipt once you hand over the product to the delivery executive and after we have a confirmation that product pickup we approved you next and going to tell the next order’s delivery date . hence call closed. Mobile Return :- Troubleshooting (update) :- cx call say that he have issue with product . . . . info to cx that first time you need to follow same troubleshooting step Settings>>>Select About Phone>>>>>Select System Updates>>>Your device will check for updates>>>If no updates are available, you will see a>>>message stating that your phone is up-to-date>>>If an update is available, follow the on-screen instructions to download and install the update>>>After the update is complete, reboot the device and check if the issue is resolved Troubleshooting (Factory data Restart ) :- cx call say that he have issue with product . . . . info to cx that first time you need to follow same troubleshooting step Settings>>>;Backup and reset>>>Factory data Reset >>>Reset Device >>>>After the complete FDR you can check issue we’ll be resolved if issue not resolved then call back we’ll help you , SMART CHECK link :- cx say that he want to return mobile phone due to . . . . issue as check troubleshooting already done so send smrt check link Prerequisite to run SmartCheck Application mention below:- 1.Internet: Data / Wifi Connection. 2.Preferable 3G or Wifi Connection. However SmartChk will work on 2G connection also 3.Alternate number for diagnosis 4.Battery to be charged up to 15% or above 5.Smart Check is a 3rd party application hence the you will need to go to security settings of the handset and check the option "Unknown sources". 6.You should have downloaded the App from the link sent by email or SMS 7.Keep the accessories handy which came along with the handset only if there is any issue with accessories wait and refund ( mobile smart check done issue found ) :- cx call say that he was facing issue . . . . so he want to refund as check his phone by smart check as per the tnx . id . . . Issue found so approved request for Refund informe to cx that Please pack the product along with its accessories, original product box , price tags, labels, invoice, Do remember to collect the acknowledgment receipt once you hand over the product to the delivery executive. after we have a confirmation that product reach our warehouse. ..we inste refund also share with cx RVP and Refund TAT Replace and Expect ( mobile smart check done issue found ) :- cx call say that he is facing . . . . so he want to replace as check his phone by smart check as per the tnx . id. . . .issue found so approved request for replace hence told to cx that the order will going to replace Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc.While giving to FE hence cx agreed and going to tell the next order’s delivery date . hence call closed wait and Replace ( mobile smart check done issue found ) :-cx call say that he was facing . . . . so he want to replace as check his phone by smart check as per the tnx id. . . .issue found so he want to replace as per the cx VOC take request for that and hence told to cx that the order will going to replace and Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc. while giving the old order to FE share TAT reverse pickup , Do remember to collect the acknowledgment receipt once you hand over the product to the delivery executive and after we have a confirmation that product pickup we approved you next and going to tell the next order’s delivery date . hence call closed. Tech visit to be done for return approval :- Customer issue regard the order that . . . . . so forwarded request tech visit for return approval our technician came to your doorstep for check out your mobile phone after that we approved request for return inform to cx that with in 24 hour you received further notification Post Delivery issues RVP NOT Done :- cx say that still product was pickup as check out that pickup still not done due to info to cx that taking request for delay in pickup issue we’ll be resolved . . . . . Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc. while giving the old order to FE Cancel Return :- cx say that he want to cancel this return due to . . . as per the cx VOC taking request for cancellation info to cx that you w’ll got notification for cancellation also info to cx that in case system is not updated then inform the customer to wait for 48 hours for the completion of cancellation process Create Case :- Return Reverse Pickup Related Address Change request :- Customer calls and requests to change the pick up address after return process. Decline the customer request politely and inform we are unable to change the pick up address Return status :- Customer calling and enquiring about RVP inform to cx that about the RVP also info Please ensure that the item/s is ready with original product box, along with all the contents including accessories, price tags, labels, invoice, etc Wrong Item picked/Partially Picked :- Customer saying that FE took wrong Item picked /partially picked Inform the customer that since product is already picked up we are unable to return, However, refund will be processed completely. FE Denied Pickup : - Inform the customer that if product is not matching the return reason then FE will not pick up (IMEI mismatch, product not matching from what customer received, damaged etc) Customer returned incorrect item and wants it back :- cx say that today your FE came for pickup but by Mistake he returned incorrect item so he want to Return it back as info to cx that try to contact without FE if its not possible Decline the customer request politely and inform the customer we are unable to return back the product. Customer has shipped the product, but not received at warehouse :- cx say that he was sent product to our warehouse address on the date of . / ./ . but still he was not received any confirmation that product received at warehouse or not info to cx that send courier slip at our mail id cs@flipkart.com Tech-visit Related When Tech visit will happen :- Customer enquiring about that when tech visit done inform to cx that tech visit done on or before . . . . . . Tech Visit did not happen on time :- Customer complains that he has raised tech visit and it has been delayed inform to cx that taking complain for same issue and your issue we’ll be resolved . . . . . . . . Technician did not carry the required item/tools/accessories : - Customer complains that he has raised tech visit but your technician did not carry the required item inform to cx that taking complains issue we’ll be resolved . . . . . Uninstallation Related :- When Uninstallation will happen :- Customer complains that he has raised uninstallation and it has been delayed inform to cx that taking complain for same issue and your issue we’ll be resolved . . . . . . . . Uninstallation did not happen on time :- Customer complains that still uninstallation did not happen on time and it has been delayed inform to cx that taking complain for same issue and your issue we’ll be resolved . . . . . . . . Person did not carry the required item/tools/accessories :- Customer complains that he has raised tech visit but your technician did not carry the required item inform to cx that taking complains issue we’ll be resolved . . . . . Service Centres Related :- Service centre denied service / Charged / Delayed resolution :- CX say that he was facing issue . . he visited service center but service center denied for service info to cx that taking complain please provide detail service center address :- denied reason :- contact number info to cx that issue we’ll be resolved . . . . Service Centre Closed / No Service Center in Vicinity :- cx say that he was facing issue with the product. . .so want to service center address as check Service center details not available on yonyx, customer location no such service center etc then assign to back end info to cx that issue we’ll be resolved Service denied due to E-commerce : -CX say that he was facing issue . .he visited service center but service center denied due to E-commerce info to cx that taking complain about the same please provide detail service center address :- contact number info to cx that issue we’ll be resolved . . . . Service center details : - Cx call say that he have issue with Product . . . so he want to return as check know flipkart warranty have been expired product is out for policy so denied to take request info to cx that Near visit nearest service center address :-. .cx agree call drooped Warranty Related :- Warranty Card Missing :- cx say that he was received product . . . but warranty card missing Inform the customer that invoice acts as a warranty card and there should not be any problem for claiming warranty. If customer still complains then escalate to back-end (Service Returns, Dispute Resolution and Large) Warranty expired :- Customer complaining about warranty related issues like warranty expired much earlier than promise - Laptops, computer electronics, Wrong warranty date showing on brand website etc escalate to back-end. Service Denial :- Brand box not available :- Customer calling and informing that brand-box, manufacturing box is not available. Inform the customer that product can be picked up only if the brand box is available Customer not ready to visit the service center :- Customer issue regard the order the he denied to visit service center Self Explanatory Details required : - Warehouse details required :- cx say that he want to Return the product but as check out pickup service not available so inform to cx that you can send product to our warehouse address share warehouse detail Order processing Related :- Issues during Checkout : - Out of stock during checkout :- Customer complains about Product went OOS while checkout. Inform to cx that As conveyed earlier, the product is currently unavailable with the seller -. As there is no clear date when the Seller will have it back in stock Item not added to the cart :- Customer complains about Product the item not added to the card inform to cx that about it . Online Payment Issues : - OTP Not received :- Customer complains about he is not receiving OTP from bank while making the payment. Inform the customers to check with bank since bank OTP will be sent by bank. Unable to place COD Order :- Customers calls in and complains about issues while placing COD order. Inform to cx after check category for which customer is trying to place order, order value if exceeding 50k etc EGV not Getting Applied :- Customer complains about EGV not getting applied while making the payment. Ask customer about what error he is getting and help accordingly. If still customer faces same problem then assign to OMT team . Discount not applied :- Customer complaining about discount not applied like , extra discount, category discount etc Check the payment details and if there is no discount applied then escalate the issue to WSR OMT COD Verification Denied :- Customer calls in from non registered no and asks for COD verification. Decline the customer request and ask to call from registered contact number Change Your Account Settings :- Customer calls and requests about account changes - Profile settings, email subscriptions, personal information, email preferences etc Enquiry about Flipkart First Subscription :- customer want to info about the Any queries about Flipkart subscription, benefits, how to purchase, Etc Flipkart First Subscription Renewal Issues :- Queries about Renewal, how to renew etc Installation/uninstallation related info :- Customer enquires about Installation related info, charges, installation TAT, how installation/ Un-installation works Drop Shipments :- Queries related to dropship model, how dropship works, courier related, cancellation etc Wanted to list/sell a product :- Customer calls and asks about business related queries like how to sell, list there products on our website. Inform to cx that Consultants can provide the following details: General queries :- https://seller.flipkart.com ​Seller Support No. : 0124 - 4319362 Seller Support Mail Id: ss@flipkart.com Specifications related issues :- cx call say that he want to info about the product . . as i check infomed to cx About Specifications . . .cx agree call drooped Price related issues :- cx say that want to info about the Price of product name . . . info to cx price . . cx agree call drooped Image related issues :- cx issue regard the image of the product name . . .info to cx that Warranty, guarantee related info :- cx call say that he want to info about Warranty, guarantee related info of product name . . . as check told to cx that regard the product from the brand said you have . . . . also informed to cx that you Flipkart policy .. . . .cx agree call dropped Offers and Promotions :- cx want to info about offers (exchange ) of the product name . . . . as check out info to cx that about the offers Details about accessories included with product :- Cx call say that earphone is not received with the product . . . as check told to cx that in the box you received . . . cx garee call drooped Seller/Product Reviews Issues :- Customer Queries on how to post review, what all customers can write as review, Seller, product rating is poor etc Payment methods available :- Customer calls in and enquiries about Payment methods available on FK. Queries like can I use debit card, credit card, multiple payments options for single transaction, Payment through EGV, wallet and other payment related queries. shipping Charges and Promise related :- Customer inquiries about shipping charges charged by seller, item wise shipping charges, Delivery timings related queries etc.info to cx that shipping charges info to cx that shipping charges depend upon the seller so you need to pay according to seller NDD, SDD info :- cx say that he want to product faster delivery about product as check his area pin code . . . . about the product name . . . Info on delivery timings,, NDD/SDD charges etc How to use/redeem EGV :- Customer calling and enquiring about usage of EGV and related queries info to cx that on the payment page you can put you EGV number and PIN code after that pay throw youR EGV Cancellation and Return Policy info :- Customer enquiries about cancellation policies, Replacement/exchange policies, refund policies etc.. as i told to that regard the product you have . . . . . .If you have received a damaged or defective product or it is not as described, you can get a replacement within 30/10 days of delivery at no extra cost. cx agree call dropped Service Availability for pincodes ( not available ) :- cx call say that he want to info about product available or not on my area pin code product name . . . . and my area pin code is . . . so informe to cx that service not available (if your want to place this order you can check your colleague, friends with pin code if available then place order cx agree call droop . Service Availability for pincodess ( available) :- cx call say that he want to info about product available or not on my area pin code product name . . . . and my area pin code is . . . as check out . . .so inform to product is available on your area pin code you can place order cx agree call dropped Out of stock Enquiry :- Customer enquiries about OOS product, when will product be in stock product name inform the customers to drop the email id on Notify me tab and they will receive notification once the product is back in-stock. Pre Order - Release date Enquiry :- cx call say that he want to info about product Launch as i told to Coming Soon! (not Available ) . . . . . . cx agree call dropped Gift Wrap related Enquiries :- customer want to info about the Gift Wrap related inform to cx that about it how to apply wrap related FK Cancelled Order Customer not aware of cancellation :- Customer calls in and complains that he is not aware of cancellation. Check the cancellation reason and inform accordingly. request the customer to place a fresh order Fraud - Fake order :- Customer calls in and asks about order status and its cancelled Out of stock :- Customer calls in and asks about order status and its cancelled for given reason. Out of delivery area :- Customer calls in and asks about order status and its cancelled for given reason. as per the updated from courier side product show out of delivery area so info to cx that it's not possible to deliver to you please place fresh order with other address call dropped Incorrect address :- cx say that still product was not delivered me as check out product was not delivered to cx due to incomplete address\ area pin code mismatch so info to cx that its not possible to deliver again place fresh order with correct address call dropped Damaged shipment :- cx say that product not deliver to me as check out during the transit product got a damaged shipment so infoto cx about it. so info to cx that its not possible to deliver again place fresh order with correct address call dropped Accidental cancellation : - Customer calls in and reports that order cancelled by mistake. Request the customer to place a fresh order Customer wants to reinstate cancelled order :-Customer calls in and request to reinstate the cancelled order due to various reasons. . Inform the customer that we are unable to reinstate and request to place a fresh order Reconfirm after online cancellation :-Customer calls in to confirm the cancellation after online cancellation. Info to cx that cancellation done Address change denied :- Customer calls in and requests for address change. As check out address change DT not highlighted inform the customer accordingly and politely deny the request.still if you want to change address you can cancel this order place order again with your favorite address cx agree call drooped Request for different time slot for installation/demo :- Customer calls in and requests for change in timings for installation and demo for large category product escalate to back-end. Large Service Desk EMI Foreclosed :- Customers complains that there EMI got closed much earlier than emi tenure. Check if there any partial refunds in the order or other order id with same transaction. If yes then that is the reason EMI gets foreclosed. Inform the same to customer Still issue not resolved escalate to back-end. Payment Management EMI not converted :- Customer complains that there transaction is not converted into EMI. Check if customer has opted for EMI. (If no then inform the customer that they have not received EMI request while making the payment and request customer to contact bank.) If payment status shows as EMI and still customer has not received EMI confirmation from bank then assign to back-end Payment Management Saved card related issues :- Customer complains about he is unable to delete saved card, saved card not reflecting, enquiry about saved card etc. Provide the information and close it under CS voice. If issue not resolved than assign to back-end WSR OMT Enquiry about usage of wallet :- Enquiries on how to use wallet, wallet payment along other payment options, expiry of wallet, wallet usage for seller specific etc.info to cx that how to used and activated In case, you want this amount in your bank account, you can do so using the ‘WITHDRAW’ option under Flipkart Money and follow the prompts. You can choose the desired account from your saved cards or choose to Transfer to another account. Hope this helps, Amount not reflecting After Refund :- Customer complains that wallet amount is not reflecting. Check out information about the refund Assign a case to WSR OMT Issues with Offers & Promotions Terms and conditions not clear :- Customer complains about that given offer, promotions, exchange, cashback are not clear. check the details on website info to cx that about the Deferred Incorrect cashback amount :- Customer complains about he received incorrect deferred cash back amount. Check the details on offer tab and promised cash back amount and inform accordingly. If the wrong amount was processed then assign to back-end. Payment Management Freebie not added/shipped :-Customer complains about Freebie not added\shipped Check the terms and conditions, eligibility for freebie, if freebie is inside the box etc offers and inform accordingly. Exchange discount not applied :- Customer complains that he has opted for exchange offer like old mobile exchange, old laptop exchange, etc and offer is not applied. Check the payment details and if there is no discount applied then escalate the issue to WSR OMT Discount not applied :- Customer complaining about discount not applied like , extra discount, category discount etc Check the payment details and if there is no discount applied then escalate the issue to WSR OMT Target Discount not applied - Santa :- Customers complains about target discount i.e they received an email of discount on specific category and it's not applied Refer and Earn after placing order. Capture the details and assign to back-end escalate the issue to WSR OMT FE/Delivery Boy/Person details required :- Cx ask about fe contact number. Number provided and told him that you can coordinate with him. Pick up center details required :- Customer asking about Alternative pick up center details EMI details, Terms and Conditions :- Customer calls in and enquires about how to place an order using EMI, EMI tenuity, EMI interest, EMI foreclosure request etc inform to cx that EMI available selected bank Credit Card only Final EMI is calculated on the total value of your order at the time of payment. The Bank charges annual interest rates according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the outstanding balance. The minimum order value to avail the EMI payment option is Rs 4,000. Will EMI work on Netbanking/Debit card :- Customer want to conformation that will EMI work on Netbanking/Debit card inform to cx that inform to cx that EMI available selected bank Credit Card only . Delay Procurement Delay , Packed but not shipped , Ready to Shipped , Dispatched but Not Shipped :- cx call say that he order product name . . on dated .. but still its ( approved Ready to Shipped )check out SLA is Breached . cx want to info that when he received this product as told to cx that take request for same issue and forwarding request to our cancan team your issue . . .. . .cx agree call drooped Non - WSR OMT AND WSR OMT Customer not received the product, but got delivery confirmation message/email :- Customer saying that he not received product but got delivery confirmation message/ email inform to cx that taking complain for the same issue resolution time . . . . . . .. . . . FE gave wrong promise to consumer :- Customer saying that Fe gave wrong Promise regard the delivery inform to cx that (Incorrect delivery timings, date etc) FE has not delivered the product :- Customer complain that fe has not delivered the order Use this sub issue to tag the calls where product has not delivered due to any FE issues Consumer is not able to contact FE/WM :-Customer call and say that not able to contact with FE Inform the customer to reach out FE on call bridging details available on OFD SMS. If customer says they are unable to reach then provide the FE details available on SA. FE rescheduled without consumer consent :-customer complains about FE has wrongly rescheduled the delivery and customer is not aware of this. Installation/demo related Installation/Demo not done :- Customer complaining about installation/Demo is not done as check out that TAT is breached Assign a case to back-end inform to cx that issue we'll be resolved on or before . . . . . . . Brand charged amount for Installing :- Customer claims that brand charged for installation or charged extra for paid installation 1. While declining the Customer request post validating the details on FK product Page 2. While asking Customer to revert with the Invoice Copy to process the PA Brand denied for Installation :- Customer calls in and complains about brand is denying for installation. Consultants should check the installation details mentioned on Website. Few categories comes as no installation required. Also, check if the category is drop ship. Then assign it back end accordingly Undelivered-Incomplete address :- Customer saying that product is not delivered as check out that Undelivered-Incomplete address taking proper address updated address . . .. . . . . inform to cx that issue we’ll be resolved on or before . . . . . . Exchange Item partially available :- Customer calls in informs about Exchange product is not available completely (charger earphone, USB etc are not available) Check the terms and conditions and not required then inform the customer accordingly and close the call . Wrong IMEI entered :- Customer calls in and informs that they entered wrong IMEI/Serial no while placing the order for exchanged order. Inform the customer that we are unable to change now and ( decline the request) exceptional case assign to back-end escalate the issue to WSR OMT Exchange product not working :- Customers calls in and states that old product is not working. (screen is cracked , looks a little damaged ,touch demised ) info to cx that as per the Offer Terms & Conditions your phone is working condition with intact display which may be verified at the time of handover by the concerned authorized delivery person representing Flipkart Exchange Product not listed :- Customer calls in checks that they have a product and its not listed under exchange offer. Inform the customer that currently exchange offer is available only for models listed on website. FE/Delivery Boy/Person details required :- Customer calling in and enquiring about FE contact details. Check out the FE contact number Pick up center details required :- Customer asking about Alternative pick up center details Customer requested for POS/Card swipe machine :- Customer want to info that Fe we’ll came with swipe machine or not Inform the customer currently this depends on courier partner and pincode. Request the customer to pay through cash. FE did not bring the POS/card swipe machine :- Customer complain that FE did not bring the card swipe machine Inform the customer currently this depends on courier partner and pincode. Request the customer to pay through cash. Wrong amount debited through POS/Card swipe machine :- Customer complain that wrong amount debited through swipe machine inform to cx that taking complain and share resolution time . . . . . . Multiple amount debit through POS/Card Swipe machine : - Customer complain that Multiple amount debited through swipe machine inform to cx that taking complain and share resolution time . . . . . . Price has been decreased after purchase :- Customer want to return the product due to that price has been decreased after purchased infor ot cx that its depend upon the product every price has been increased/decreased so Its not possible to cx return Wrong IMEI Printed in invoice :- Customer complains about wrong IMEI/Serial number mentioned on Invoice asking to cx that Right IMEI/Serial number and inform to cx that taking complain about the issue it we'll be resolved time . . . . Wants to change the billing address :-Customer want to change billing address/ name / Inform the customer that we are unable to modify the billing address and politely deny the customer request Refund Status Enquiry :- Customer inquiring about refund/cashback status within SLA inform to cx that refund it we’ll be reflect within . . . .. . as per the standard banking procedure . Refund status not changed to completed :- customer complain that refund is not received as check out that Refund Status stuck in ‘Initiated’/Refund Status stuck in ‘Processing’/Refund Status shows ‘Failed’ so inform to cx that taking complain issue we'll be on or before . . . . . . . Requested to call back with bank details :- Customer was asked to call back with NEFT details to process the return Drop Ship customer is anxious about the exact status :- Customer want to know about the order status infom to cx that product will be delivered to you on before promised date . . . Order cancel :- Customer want to cancel this order due to . . . . so verified address and taking request for cancellation you we’ll get notification about the cancel order . . Prepaid order -if order shipped by EKL so RTO 1 B.d then refund TAT If order shipped by 3PL so RTO 4 B.d then refund TAT