Tagging
Sheet link - https://docs.google.com/spreadsheets/d/1SmiaPyWNya3gPCpU1EpxXBSdjKYv86dKIae6E2dyd54/
| Order ID (for product business) | |||
| Reason of complaint | 1.1 Money- mg issue | Mg Payout Not Received | MG subscription related any query |
| Mg Calcualtion Issue | MG plan refund clarification | ||
| Mg - Pause/Resume | MG plan Pause/Resume | ||
| General Query-MG | Mg plan clarification about targets and refund | ||
| 1.2 Money- payout issue | Payout deduction - auto rep kit | ||
| Payout deduction - product purchase | automated kit deduction | ||
| Payout deduction - convenience fee | Payout deduction for convenience fee charged by cx | ||
| Payout deduction - tax | |||
| Payout deduction - fleecing penalty | |||
| Payout deduction - recharge | recahrge related/ failed or payout recharge | ||
| Payout deduction - UC Plus Discount | payout deduction for UC plus | ||
| Payout deduction - Delayed Payout | Payout not received/delay payout/ payout deduction clarification | ||
| Payout deduction - customer denied to pay | cx not paying | ||
| Reimbursement | Refund not received | ||
| Salary Slip | salary slip | ||
| TDS Certificate | TDS query or certificate | ||
| Cancellation Fees | cx cancellation | ||
| 1.3 Money - revisit issue | SME Revisit - payout issue | ||
| NON SME Revisit - payout issue | |||
| Revisit Work Related info | |||
| 1.4 Money- refunds and penalty related | Refund Post Archival | RPA (Refund or profile permanently block) | |
| Incorrect Lead Value Charged | leads value charged more | ||
| 1.5 Money - Loan Related | Fresh Loan inquiry | wants to apply new loan/ not getting option to apply loan | |
| Kit Loan Status Inquiry | Kit loan deduction or amount query | ||
| Other Loan Related Application and deduction | Applied Loan related any query | ||
| 2.1 Profile - Demand Lead Issues | Not Getting Any Lead | not getting leads | |
| Getting Less Leads | getting leads but less | ||
| Gettinng Leads Outside The Hub | out side hub leads | ||
| Re-Booking Customer Not Able To Book | rebook cx unable to book/ rebook booking related query | ||
| Exclusive Lead Related Issue | exclusive leads getting outside hub/ any issue realted to exclusive leads | ||
| 2.2 Profile- Profile Related Escalation | Unarchive Request- Raiting Below Threshold | rating block | |
| Unarchive Request- PAF Block | Paf block/ PAF cancellation remove | ||
| Unarchive Request- Subscription Block | mg subscription not done block showing on profile | ||
| Unarchive Request- Other Block | any other block on profile | ||
| Hub-Add/Delete/Change | hub related | ||
| Filter-Add/Delete/Change | filters related | ||
| Category change/Upgrade | category changed or wants to move in some other category | ||
| Change Number/Email ID/Name/Profile Pic | any changes in profile | ||
| Leave Request | wants to apply leave | ||
| Raiting Related Information | rating realted issues | ||
| Vaccination Related Info | For Vaccination Query | ||
| APP Education | app realted query or any other general query realted to UC or if we don't have relaevant tagging | ||
| UC PLUS | UC plus opt in/opt out | ||
| Skill India Certificate/other Certificate | certificate related | ||
| Training Related Details | training marked in calendar | ||
| Delay In profile Approval | profile not getting approved | ||
| Update PAN/GST/ESHRAM | PAN card/ GST related query | ||
| Update Bank Details | bank details update | ||
| 2.3 Profile- tech related escalation | Lead Notificaition/ Visibility issue | not getting leads notification sound getting late notification/ leads not visible in app but notify/ leads not visible in app |
|
| Unable to Start/ End Job | start/end job issue | ||
| APP Function/ Feature Issue | unable to operate app | ||
| GPS Issue | GPS location issue | ||
| Selfie Issue | unable to uplaod selfie while starting job | ||
| Unable to Update Status | unable to updatew status while doing job | ||
| Unable to Create invoice | invoice realted issue | ||
| 3.1 PB - Pre-Order Placement Issue | Manual Deducation Related Information | Credit deducation for prodct auto order from system | |
| Product Related Feedback- Quality | Not happy with the product quality | ||
| Product Related Feedback- Price | Price difference from UC and local market | ||
| Product Stockout Feedback | Product not availble with UC | ||
| AMT Deducted Order ID Not Generated | Order ID confirmation not received but amount deducted | ||
| Unable To Place Order/Shopify Credential Issue | |||
| PPE New Order Placement | PPE kit related concern | ||
| 3.2 PB- Post Delivery Issues | Damaged/Defective product | Damaged producted received | |
| Incorrect Product | Worng product received | ||
| Missing Product | Product or Kit Missing | ||
| Already Had Product - Why delivered Now ? | |||
| 3.3 PB Pre-Delivery Issues | Delivery Status | Pre delivery Concern | |
| Modifiy Order Details/Address | Want to add/ remove product from the placed order | ||
| Undelivered Showing As delivered | Didnt receive the prodcut but marked as delivered | ||
| Pre- Paid Marked Cancel OR RTO | Pro want to cancel the order | ||
| Need To Cancel An Order | - | ||
| 4.1 On JOB - Lead Info & Invoicing | - | - | |
| Package Related Info | package related issues or query | ||
| Payment Confirmation/Clarification | cx payment not received | ||
| Lcoation or Address Not Clear | cx address wrong or unable to find cx location | ||
| Start JOB OTP | unable to start the job | ||
| Regenerate Invoice | cx wants to pay online but job end in cash so pro wants to regenerate invoice | ||
| 4.2 On JOB - partner Led Cancellation | Out of Scope Work | not having products unable yto deliver the job | |
| Stuck On previous Job | stuckon previous job unable to deliver the job | ||
| Customer behaviour issue | cx rude on call or behaviour issue | ||
| Wrong Sku selected by Customer | cx make wrong package | ||
| Unreasonable customer expectation | - | ||
| Accident/Vehicle Issue | met with an accident while going on job and off job/ vehicle issue | ||
| Medical Reasons | if pro is having medical issue (fever, cough & cold, body pain) | ||
| Distand Lead | booking is far away from location | ||
| Weather Or Out Of Control Reason | weather issue | ||
| Asked Pro to Udpate The Status | if we guide pro to cancel or reschedule the booking from his/her app | ||
| Received Request From Male Customer | if cx asking for cross gender service | ||
| 4.3 On Job - Customer Led Cancellation | Unhappy With Quotation Prices | cx having proce related issue | |
| Customer Placed Request By Mistake | cx told pro that he didn't place any booking | ||
| last Minute Cancellation Due to SKU Change | cx cxaneclled or reschedule the booking after pro reached at location or package issue after starting of job | ||
| Customer Asked Pro To reschedule | cx asked pro to reschedule the booking | ||
| Preferred Professional Required | cx asked pro to cancel or reschedule as cx wants his/her preferred pro | ||
| Customer Unavailable at Job Time | cx not available at location | ||
| Customer Not Reachable | cx not reachable pro trying to coordinate for booking confirmation or after reaching loaction | ||
| Partner contactable | Contactable | pro respond on call | |
| Non-Contactable | pro didn't respond on call | ||
| Resolution offered | Resolved | issue resolved | |
| Waiting On Category Manager | if any concern raised to CM form | ||
| Waiting On Internal Team | if concern raised to some other team | ||
| Waiting On Provider | if pro ask for call back or follow up or DNP | ||
| Comments | - | ||
| State | Park | - | |
| Waiting On Category Manager | if any concern raised to CM form | ||
| Waiting On Finance | - | ||
| Waiting On Internal Team | if concern raised to some other team | ||
| Waiting on Provider | if pro ask for call back or follow up or DNP | ||
| Waiting on WareHouse | - | ||
| Resolve | issue resolved |