Instagram/Twitter/LinkedIn

Order Status-  Customer comments on Instagram post without providing order details. 

• If a customer comments on an Instagram post without providing order details, probe for their order information.

• Check the CS Panel (ERP) for order status and Estimated Delivery Time (ETD).

• Before the ETD, inform the customer about the estimated delivery time on the platform.

• If approaching or exceeded ETD, assure the customer that the team is working on their delivery and request a 2-3 day extension.

• Create an L3 ticket on Freshdesk for further action and inform the customer that the team will connect on call within 24-48 hours.

 NOTE- Once the L3 closes the case on FD  ensure the customer is reverted on the same post where the dissatisfaction was raised.

Refer to the below responses to be shared on comment/ DM:
1.Hello! Your order no. XYZ has been prepared and is ready to be shipped. It's estimated arrival is approximately around these dates  2023-05-24--2023-05-28. Thank you for kindly waiting.     

2. Hello!, we apologize for the delay. Please note that your order no. XYZ has been prepared and is ready to be shipped. Its estimated arrival is approximately within 3 to 5 working days. Please get in touch if you need further assistance.  

Order Cancellation- 

1. • If customer requests cancellation before shipment, proceed with cancellation from CS Panel.

   • Probe customer on DM regarding order status and cancellation request.

   • Inform customer that order will be shipped soon, suggest reconsideration if they can change their mind.

   • If customer agrees to wait: Share estimated timeline for order handover.

   • If customer insists on cancellation:

     • Proceed with cancellation request.

     • Pitch customer to allow time before cancelling, especially if part of the order can still be shipped.

     • Ensure conversation regarding cancellation takes place on DM and not on public platform (stories, comments, posts, etc.).

Refer to the below responses to be shared on comment/ DM:

1. Hello! we regret to inform you that one of the items you purchased is out of stock. Since we are not sure when we will have it back in stock, we have removed it from your order. 

2. The remainder of your order will be shipped, and you will not be charged for the cancelled item. 

We have processed your refund to your [ENTER THE DETAILS OF REFUND].  

3. We regret to inform you that your products were not delivered as they ran "Out of Stock". Sometimes, products high in demand get sold out without the system recording them in time.  

Delayed Deliver -
1. Analyse & Respond:

1. • Ensure prompt response to the customer's comment.

   • Probe for order details or relevant information to address the issue effectively.

2. Communication on Instagram Comment:

   • Inform the customer on the comment thread that their concern has been addressed via Direct Message (DM).

3. Case Handling on Locobuzz:

   • Ensure the case is logged and well-addressed on Locobuzz for proper tracking and resolution.

4. Tagging for Issue Level:

   • Complete tagging for issue level I and Level II to categorize and prioritize the case accordingly.

5.  Freshdesk Ticket Creation:  If TAT is exceeded or customer has urgent need:

• • Create a ticket with all details.

  • L3 Team arranges call assistance, where the cusotmer on platform is updated on the same.

  • Ensure proper follow-up afterward, if the customer repeats on platform or via FD ticket of L3 

Refer to the below responses to be shared on comment:
1. Hello! Your concerns are important to us. Please share more details about your issue to assist you better. 

2. Hello, thank you for reaching out. Could you kindly provide your order ID via DM for us to assist you effectively?
3. Hello, count on us to fix this. DM your order ID, and we'll promptly investigate and take necessary action.   

4. Hello, we regret to hear about your dissatisfaction. Kindly provide order details so we can look into it further.  

5. Hello, your satisfaction is paramount to us. To better understand and address the issue, kindly share the details along with your order ID in the DM. We are committed to resolving this promptly. 

• Empathize with the customer's situation and express understanding of their concerns.

• Request order details from the customer via Direct Message (DM) for further assistance.

• Obtain order ID, AWB (Airway Bill), email ID, or other relevant details from the customer.

• Use the provided information to check status on CS Panel (Customer Service Panel).

• If the below status reflects:
  
  1. AWB Generated- If in the return & refund tab there is AWB generated copy it and search it to the client portal &  below are the reflected remarks
  
              Remark: Out for Pick Up

• Update them with the same on DM 

• Notify them that it is out for pick up or shall be attempted 

• Escalate it to L3 via freshdesk ticket creation, incase the cusotmer's return is closed more than once  

Remark: Other than out for Pick up
A)  Customer not available-  

• • Please check the remarks from the client portal & if the remarks claims that customer unavailable 

  • Inform the customer on DM that the team did tried for the pick up but was failing to connect over the call 

  • If required when was the same initated do tell the customer over DM

  • Make sure the L3 ticket creation is done to ensure that the further pick up is not delayed

  • Ask them if the remarks are genuine:

  •  Remarks correct- ask customer to update us with their availability & re-create a new return 

  • Remark Discrepancy- assure customer that we shall get this picked ASAP<< Further escalate it to LM via child ticket creation

B) Wrong address-  

• Please check the remarks from the client portal reflecting the Wrong address/ pincode mismatch

• Call customer & cross check it with her if the remark was correct 

• Remarks correct- Re-initiate a new return with the updated new address further & do create a L3 case on FD for the team to follow up on the concern

• Remark Discrepancy- Please create a child ticket for LM team share the details & VOC of the customer (Text / Call recording ) Mention the team to ensure the pick up re-attempted successfully   

C) Pickup Rescheduled by Customer-

• Verify if the customer remarks match the claims provided on DM 

• Remark Correct- Create a L3 team's ticket & update LM to ensure the pick up is completed ASAP as per the customer pick up date request

D) Pickup Rescheduled by Customer-

• Verify if the customer remarks match the claims provided.

• Remark Correct- Create a L3 ticket team & update LM to ensure the pick up is completed ASAP as per the customer pick up date request

• Remark Discrepancy- Create a L3 ticket team share the details & VOC of the customer (Text / Call recording ) Mention the team to ensure the pick up is re-attempted successfully.
  
  Refer to the below snippets: 

Engagement Prompt: Prompt the customer to share their interest in the product on any platform.

Direct Message Inquiry: Request the customer to share the Goods ID or Product Code via Direct Message (DM) for detailed information.
Reference to the specific snippet for further assistance