SNO CALL QUERY TYPE'S SUPPORT TEAM COMMENTS/REMARKS

Call Customer - CONNECTED Rider raised the ticket stating that the Customer was unreachable, however rider agreed to wait for
another few minutes
1 CUSTOMER NOT ANSWERING THE CALL

Call Customer - NOT CONNECTED Customer was unreachable hence marked RTO

User asked to keep at with Security DP raised the ticket stating that the Customer is not at home however, customer asked DP to keep
with security
2 CUSTOMER NOT AT HOME

Denies to take The customer refused the order because he wasn't home, therefore it was marked RTO.

Confirm with customer AGREES Customer agreed to collect the order post convincing

3 CUSTOMER REJECTED DUE TO COUPON ISSUE

Confirm with customer DISAGREES Customer rejected the order due to the coupon issue, hence it was marked RTO.

DP raised the ticket stating that the Customer wanted to reject the order, but the Customer agreed
Confirm with customer AGREES
to collect the order
4 CUSTOMER REJECTED DUE TO DELAY IN DELIVERY

Confirm with customer DISAGREES Customer rejected order due to delay in delivery, hence marked RTO

DP raised the ticket stating that the Customer wanted to reject the order, but the Customer agreed
Call Customer - AGREES
to collect the order
5 CUSTOMER REJECTED THE ORDER DUE TO MISING
ITEM OR WRONG ITEM
Call Customer - DISAGREES Customer rejected order due to missing item hence marked RTO

DP raised the ticket stating that the Customer wanted to reject the order, but the Customer agreed
Call Customer - AGREES
to collect the order
6 CUSTOMER REJECTED THE ORDER DUE TO
QUALITY OR ITEM DAMAGE
Call Customer - DISAGREES Customer rejected order due to quality or item damaged, hence marked RTO

Confirm with customer AGREES Customer agreed to collect the order post convincing

7 DUPLICATE ORDER

Confirm with customer DISAGREES Customer rejected the order due to duplicate order, hence it was marked RTO.

Disconnected Rider disconnected the call in the middle of conversation

8 RIDER NOT RESPONDING
8 RIDER NOT RESPONDING

On hold Rider placed the call on hold in the middle of conversation

Confirm with customer AGREES Customer agreed to collect the order post convincing

9 CUSTOMER REJECTED DUE TO WALLET NOT

APPLIED
Confirm with customer DISAGREES Customer rejected the order due to the wallet, hence it was marked RTO.

Confirm with customer AGREES Customer agreed to collect the order post convincing

10 CUSTOMER REJECTED BECAUSE THEY FORGOT TO

ADD MORE ITEMS
Confirm with customer DISAGREES Customer refused the order since he wanted to add more items, hence it was marked RTO.

Within Geofence - DE AGREES DP raised the ticket stating that the Customer's address is incorrect however, rider agreed to deliver
the order in correct location hence it was successfully delivered.

Within Geofence - DE DISAGREES DP rejected order due to Incorrect Location hence marked RTO

11 CUSTOMER ADDRESS IS INCORRECT

Outside Geofence - DE AGREES DP raised the ticket stating that the Customer's address is incorrect however, rider agreed to deliver
the order in correct location hence it was successfully delivered.

Outside Geofence - DE DISAGREES DP rejected order due to Incorrect Location hence marked RTO

12 MARKED RTO DUE TO ITEM NOT AVAILABLE Inform sceneario to customer Customer rejected the order due to item not available at store, hence it was marked RTO.

13 UNABLE TO MARK DELIVERED Marked delivered for rider Dp raised the ticket stating that he is unable to mark delivered.

14 UNABLE TO MARK ARRIVED Marked Arrived for rider Dp raised the ticket stating that he is unable to mark Arrived.

16 RIDER WANTED TO KEEP THE ORDER WITH HIM - Rider wanted to keep the order with him hence informed him to connect witjh the RSI Team

Confirm with customer DISAGREES Rider raised the ticket stating customer cash problem, hence marked RTO
18 CUSTOMER CASH PROBLEM
Rider raised the ticket stating customer cash problem, however customer agrees to make the
Confirm with customer AGREES
payment in online mode

19 RIDER DENIED TO DELIVER Confirm the reason why he wants to cancle the order Rider denied to deliver the order due to blackzone/accident/bike issue, so informed rider to connect
with RSI team.

20 CUSTOMER PLACED ORDER BY MISTAKE Confirm with customer Rider raised the ticket stating that customer placed order by mistake, hence marked RTO
21 CUSTOMER PAID THE PAYMENT BUT UNABLE FIND Confirm with RSI Team and Mark Delivered Rider raised the ticket stating that customer paid the payment but unable to find, informed rider to
take payment done screenshot and send to RSI team, after taking confirmation mark Delivered.

22 BULK ORDER Confirm with RSI Team Rider raised the ticket stating that i have received Bulk Order I'm unbale to dilevered the order, I
requested Rider to connect with RSI team and tell them to unasign the Rider
Rider raised the ticket stating that unable to mark RTO, later called customer to take the confiming
23 CUSTOMER PLACED THE BUY ONE GET ONE apologized the customer and say them to return the order
but customer stated that i was order Buy one get one item but i have not received one more item, i
ORDER, ONE ITEM IS MISSED
Aphorized customer and requested to retund the order,