Please enable JavaScript.

Coggle requires JavaScript to display documents.

Not attempted - Deadline issue / No tutor / Proactive ;;; Not delivered -…

- - - - TAT is over
        
        Check Payment status :question:
        
        Full paid / Partial paid
        
        This request has been raised but will first be seen by Central audit team followed by Director(s).
        
        Transferred Wallet Full / Transferred Wallet Partial / Partial Refunded / Full refunded
        
        Since the status is marked as refunded that means Central Audit team (1st Level refund team) has sent the request from their end and now the request is situated with Director(s). PLEASE BE AWARE THAT REFUNDS ARE DONE BY DIRECTORS ON EVERY IST_TUESDAY & IST_SATURDAYS (not to be disclosed to customers). Hence check the nearest out of the two and tell the customer to wait. If its Tuesday then tell end of the Wednesday to the customer OR if it is Saturday then inform end of Monday. Send the email under DELAYED REFUND EMAIL THREAD.
      - Within TAT
        
        Convince the customer to wait or speak to your Sr.
  - - - STEPS OF HOW TO RAISE REFUND
- - - - Inform the customer that there was an expert for your assignment but we are unable to establish a connection with him recently. So we don't want to take any risk as your deadline is close / your deadline has reached.
    - - STEPS
    - - Check with the customer the max. extension that can be allowed and raise a sticky notification towards the admin informing that these hrs. are allowed, please check and let us know if any other expert can be aligned. Inform the customer to wait for the update as the sticky shall be responded within 3hrs. IF THE EXTENSION ALLOWED IS LESS THAN 3hrs. then we can ping the team to check and update the customer there and then. :silhouettes:
        
        Update given chat closed
        
        Customer unhappy with the update
        
        Inform the customer that we have been keeping a track of your assignment all the time and we were about to contact you to inform you that we cannot do it but you've contacted us so we are informing you that this cannot be done so that whatever time you have you can make the best use of it.
        
        Customer convinced
        
        Apologize once again personally and move towards closing the chat
        
        Customer not convinced
        
        Answer the customer's questions / Use rebuttals or else take help from your Sr.
        
        Customer has another query
- - - - Inform that a refund is raised and it shall be done to wallet / bank. Quote TAT.
        
        Customer is disappointed stating that we should have informed him earlier for the same
        
        Inform the customer that there was an expert for your assignment but we are unable to establish a connection with him recently. So we don't want to take any risk as your deadline is close / your deadline has reached.
        
        If a wallet refund request is already raised and the customer wants to change from wallet to bank refund
        
        STEPS
        
        Customer is simply convinced
        
        REFUND / COMPENSATION RELATED Customer unhappy that we are refunding and wants the solution and not the refund
        
        Check with the customer the max. extension that can be allowed and raise a sticky notification towards the admin informing that these hrs. are allowed, please check and let us know if any other expert can be aligned. Inform the customer to wait for the update as the sticky shall be responded within 3hrs. (Ideal time for sticky closure is within 2hrs. but take an hour extra to prevent unforeseen delays). IF THE EXTENSION ALLOWED IS LESS THAN 3hrs. then we can ping the team to check and update the customer there and then. :silhouettes:
        
        Update given chat closed
        
        Customer unhappy with this update
        
        Inform the customer that we have been keeping a track of your assignment all the time and we were about to contact you to inform you that we cannot do it but you've contacted us so we are informing you that this cannot be done so that whatever time you have you can make the best use of it.
        
        Customer convinced
        
        1 more item...
        
        Customer not convinced
        
        1 more item...
    - - Inform the customer that there was an expert for your assignment but we are unable to establish a connection with him recently. So we don't want to take any risk as your deadline is close / your deadline has reached.
- - - - Within TAT
        
        Convince the customer to wait or speak to your Sr.
      - TAT is over
        
        Check Payment status :question:
        
        Transferred Wallet Full / Transferred Wallet Partial / Partial Refunded / Full refunded
        
        Since the status is marked as refunded that means Central Audit team (1st Level refund team) has sent the request from their end and now the request is situated with Director(s). PLEASE BE AWARE THAT REFUNDS ARE DONE BY DIRECTORS ON EVERY TUESDAY & SATURDAYS (not to be disclosed to customers). Hence promise the nearest out of the two and tell the customer to wait. Send the email under DELAYED REFUND EMAIL THREAD.
        
        Full paid / Partial paid
        
        Check if a request has been raised for refund ever
- - - - Inform the customer that there was an expert for your assignment but we are unable to establish a connection with him recently. So we don't want to take any risk as your deadline is close / your deadline has reached.
    - - STEPS
    - - Check with the customer the max. extension that can be allowed and raise a sticky notification towards the admin informing that these hrs. are allowed, please check and let us know if any other expert can be aligned. Inform the customer to wait for the update as the sticky shall be responded within 3hrs. IF THE EXTENSION ALLOWED IS LESS THAN 3hrs. then we can ping the team to check and update the customer there and then. :silhouettes:
        
        Update given chat closed
        
        Customer unhappy with the update
        
        Inform the customer that we have been keeping a track of your assignment all the time and we were about to contact you to inform you that we cannot do it but you've contacted us so we are informing you that this cannot be done so that whatever time you have you can make the best use of it.
        
        Customer convinced
        
        Apologize once again personally and move towards closing the chat
        
        Customer not convinced
        
        Answer the customer's questions / Use rebuttals or else take help from your Sr.
        
        Customer has another query
- - - - Within TAT
        
        Convince the customer to wait or speak to your Sr.
      - TAT is over
        
        Check Payment status :question:
        
        Transferred Wallet Full / Transferred Wallet Partial / Partial Refunded / Full refunded
        
        Since the status is marked as refunded that means Central Audit team (1st Level refund team) has sent the request from their end and now the request is situated with Director(s). PLEASE BE AWARE THAT REFUNDS ARE DONE BY DIRECTORS ON EVERY TUESDAY & SATURDAYS (not to be disclosed to customers). Hence promise the nearest out of the two and tell the customer to wait. Send the email under DELAYED REFUND EMAIL THREAD.
        
        Full paid / Partial paid
        
        Check if a request has been raised for refund ever
- - - - Inform the customer that we have been keeping a track of your assignment all the time and we were about to contact you to inform you that we cannot do it but you've contacted us so we are informing you that this cannot be done so that whatever time you have you can make the best use of it.
        
        Customer convinced
        
        Apologize once again personally and move towards closing the chat
        
        Customer not convinced
        
        Answer the customer's questions / Use rebuttals or else take help from your Sr.
- - - - Tell the customer to open all the possible email IDs and search right order number. There shall be email/s from us.
        
        Customer searched all possible email IDs but didn't get the one containing emails for the right order number.
        
        Send the email ID / Password reset link from :check: the portal. Inform the customer that this link is only active for 15mins. so it shall be instantly used. Let's understand what all is visible from this link. :check:
        
        Customer found the right order number which means the right email ID
        
        Tell the customer to try with the possible password(s)
        
        Tried but not working or customer has no idea of a possible password and doesn't want to make incorrect attempts.
        
        Send the email ID / Password reset link from :check: the portal. Inform the customer that this link is only active for 15mins. so it shall be instantly used. Let's see what all is visible from this link. :check:
        
        It worked. Appreciate the customer for the efforts that he made
        
        CLOSING
    - - Ask the customer to open the inbox of the email ID and search if the right order number is mentioned or not
        
        The Order number is not mentioned
        
        It means the customer has either deleted all the emails from us / OR they are hidden in another folder for which the customer shall search the right order number in every folder and not just INBOX.
        
        Customer found the order number which means s/he found the right email ID
        
        Tell the customer to try with the possible password(s)
        
        Tried but not working or customer has no idea of a possible password and doesn't want to make incorrect attempts.
        
        1 more item...
        
        It worked. Appreciate the customer for the efforts that he made
        
        1 more item...
        
        Customer still unable to find it.
        
        The order number is mentioned
        
        Tell the customer to try with the possible password(s)
        
        Tried but not working or customer has no idea of a possible password and doesn't want to make incorrect attempts.
        
        Send the email ID / Password reset link from :check: the portal. Inform the customer that this link is only active for 15mins. so it shall be instantly used. Let's understand what all is visible from this link. :check:
        
        It worked. Appreciate the customer for the efforts that he made
        
        CLOSING
- - - - If the matter can be closed with a 5-10 dollar discount, then we can close it however if the customer wants a discount more than that, please check with your available supervisor (CS SME or above) however for this, we don't need to disturb any Ops team.
    - - We should check if an explanation is there for additional requirements from the expert end. IF yes - we shall take permission and reiterate the same.
        
        Customer agreed now. Offer a payment link for the same. Customer shall be making this payment right now or at least half of the additional amount shall be paid.
        
        Customer still disagrees
        
        Inform the customer that this quote-revision is a proposal and not a verdict. Ask the customer to reply to the quote revision proposal explaining why the quote-revision is not logical. Inform the customer to make the statements that are self-explanatory, give examples to prove your point if possible.
        
        Customer agrees to the additional requirements but thinks that the price quoted is too high
        
        If the matter can be closed with a 5-10 dollar discount, then we can close it however if the customer wants a discount more than that, please check with your available supervisor (CS SME or above) however for this, we don't need to disturb any Ops team.
- - - - Apologize the customer to disturb him/her and proceed towards the end
- - - - Customer not interested
        
        Customer can be informed that plagi report will be available soon and if it is available then send the same to the customer
      - Customer interested
        
        Transfer to sales