I’m really sorry for the wrong item in your order. I understand how frustrating this can be. Please don’t worry—I’m looking into it for you.
Check with the delivery agent/store team to confirm the issue.
Update Notes in CRM:
Go to CRM > Communication > Add Comment
Mention whom you coordinated with and the assured delivery time.
Example: Contacted Sakthi (Ashok Nagar) – Wrong item picked by rider.
Arrange for a replacement and ensure delivery within TAT assured to customer.
Also, I have taken your complaint regarding the wrong product and have escalated it to the delivery team. We will ensure this does not happen again.
Ticketing Process (Mandatory)
Tagging: Delivery > Wrong Product (Wron)
Raise a Ticket in CRM (Add New Ticket)
Action Taken > Disposition: Select "Delivery__Wrong Product" from the dropdown.
DTCODE: DT00011