CS_PKT_1st_Fortnight_April 25

Raman came on chat & said that his parcel is yet not delivered, agent Sahil checked the details & found that Raman had sent the parcel via Link service. What all steps Sahil has to follow to resolve the issue.

• Sahil should Immediately call the captain to locate the parcel

  
  

• Sahil should inform Raman that he has used a wrong service to send parcel & use Rapido Local going forward, while offering to assist with the current issue

  
  

• Sahil to collect the Parcel details & escalate to Supervisor

  
  

• Sahil calls Raman & shares the captain’s number.

  
  

Sneha booked a Bike Taxi to get a Mobile phone delivered, While checking with the captain he denied collecting any parcel from Sneha.Select the correct process.

• Immediately suspend the captain & reimburse the customer.

  
  

• Revalidate the order status, cross-question the captain, share the final status with the customer, and warn the captain against such behavior to avoid suspension

  
  

• Auto Sharec) Inform the customer the parcel is lost and close the case

  
  

• Share the captain’s number without further investigation

  
  

Kajal has booked a parcel ride to get her item delivered.During the ride, she tried to call the captain just to check how much time it is going to take for him to deliver the item.However, the captain did not respond to her calls. What is the priority action after raising a service ticket?

• Anil should wait for the customer to follow up.

  
  

• Anil should arrange a follow-up call with the available supervisor immediately.

  
  

• Anil should close the ticket and inform the customer later

  
  

• Anil should share the captain’s number to the customer without supervisor involvement.

  
  

Nisha reached out to us via chat saying that she booked a ride for her friend to deliver medicines.However, the captain did not deliver it. She asked for a refund of INR 1000 and does not have any supporting invoice to claim for refund. What process should be followed?

• Arjun should negotiate to Rs. 500; if not agreed, offer a max of Rs. 550 (half the value + 10%)

  
  

• Arjun should Refund Rs. 1,000 immediately

  
  

• Arjun should ask the customer to provide an invoice

  
  

• Arjun should close the ticket without refund.

  
  

Sunil has reached out on Social Media to raise an issue for an undelivered parcel and stated that the item value is Rs. 6,000 with an invoice. What should be done?

• Arun should Initiate the refund immediately without informing supervisor or any support staff.

  
  

• Arun should update item details, invoice, and negotiated amount, then email the ticket to “Internal team for resolution within 72 hours

  
  

• Arun should negotiate to Rs. 3,000.

  
  

• Arun should move to the CSD bucket.

  
  

Sanjay reached out to Customer Support stating that he booked a C2C ride to make her laptop delivered. Upon checking, the ride is marked as dropped. What should be the process?

• Anish should negotiate with the customer and refund.

  
  

• Anish should update item details, invoice, and negotiated amount, then email the ticket to “Internal team for resolution within 72 hours

  
  

• Anish should inform the customer about the ride status and two OTP Verification and resolve the concern.

  
  

•   None of the above.

  
  

Pooja booked to deliver the item and in transit, the item got damaged by the captain and she shared the required snaps. What should be the next step?

• Akash should  immediately refund the amount.

  
  

• Akash should ask the customer for the invoice of the damaged item and call the captain to collect his VOC and refund the amount after validation.

  
  

• Akash should share the captain’s number with the customer

  
  

• Akash should close the ticket.

  
  

Siddhant utilized our Link Service to make the item delivered to his office. Upon the captain's reaching at the destination, it was found that the item was damaged. Siddhant came on chat asking for refund of his damaged item costing RS 6000. What should be done?

• Ahmad should initiate the refund immediately

  
  

• Ahmad should move the ticket to the CSD bucket with updated item details, invoice (if available), and negotiated amount; the CSD team will handle the refund, penalty, and reply

  
  

• Ahmad should negotiate to Rs. 1,500

  
  

• Ahmad should inform Siddhant that he has used a wrong service to send parcel & use Rapido Local going forward, and deny the compensation request.

  
  

Pankaj came on chat claiming that his valuable item got damaged and now wants to get compensation for his valuable item. After the floor supervisor approval, Pankaj received RS 1,200 as compensation.What sub-reason should be updated?

• Non Live_C2C_Item not damaged_Information provided

  
  

• C2C_Below Rs.2000_Compensation Done

  
  

• Non Live_C2C_Item damaged_Escalated to CSD

  
  

• C2C_Expensive item send Above Rs.5000

  
  

Deepak came on chat informing that his item got damaged by the captain. After reviewing the pictures,it is determined the parcel item/s are not damaged. What should be the next step?

• Anshika should initiate a refund

  
  

• Anshika should inform the customer, deny the claim, and resolve the chat with the sub-reason “Non Live_C2C_Item not damaged_Information provided”

  
  

• Anshika should escalate to the CSD team

  
  

• Anshika should call the captain for confirmation.