Return & Refund Policy Mis-communication CRITICAL
Channel Chat Ticket Voice (Inbound) Policy Returns & Refunds Compliance
Affected 2,130
Agents promised "return anytime" or "full refund" conflicting with policy terms.
Root Cause Agent response macros are outdated and not aligned with current policy. No system to enforce policy-locked replies.
Corrective Action Update all agent macros immediately and add mandatory refund-eligibility verification before processing.
PII / Sensitive Data Exposure CRITICAL
Channel Chat Email Social Media Policy Data Privacy (DPDP/IT Act)
Affected 540
PII or payment data shared in plain chat/email without secure handling.
Root Cause No automatic PII detection system in communication channels. Agents lack adequate training on data sensitivity protocols.
Corrective Action Immediately redact PII from all conversation logs and retrain agents on data protection protocols.
Misleading Product Claims CRITICAL
Channel Email Social Media Chat Ticket Policy Consumer Protection & Listings
Affected 870
Product descriptions inaccurate — wrong specs, missing MRP, exaggerated claims.
Root Cause Seller listing oversight is weak with limited verification. No feedback loop between customer complaints and listing review team.
Corrective Action Suspend affected listings immediately and notify sellers to correct product information within 48 hours.
CRITICAL
Policy Return Fraud / Abuse Risk
Affected 610
Repeat customers filing vague complaints suggesting serial policy abuse.
Root Cause No automated language pattern detection for abuse signals. Return approval relies entirely on manual QC review without flagging.
Corrective Action Escalate flagged requests to fraud review team and require photo proof with delivery verification.
Call Without Valid Consent (TRAI / DPDP Risk) CRITICAL
Policy Consent & UCC Compliance (TRAI/DPDP)
Affected 890
Agents called customers without verifying opt-in status or outside permitted hours, violating TRAI/DPDP guidelines.
Root Cause Outbound dialer lacks real-time consent verification API. Agents rely on outdated callback lists without checking opt-in status.
Corrective Action Enable consent-check API before dialing and implement automated opt-in verification.
Fraud Verification – Sensitive Data Mishandling CRITICAL
Policy Data Privacy & Security (DPDP/PCI)
Affected 180
Agents asked customers to verbally confirm full card numbers or OTPs during outbound fraud verification, violating PCI/DPDP protocols.
Root Cause Agents lack structured outbound fraud-handling scripts. No standardized verification workflow prevents over-sharing sensitive details.
Corrective Action Implement standardized fraud verification workflow with auto-masked prompts and prohibit verbal card/OTP confirmation.
Call – Improper Pressure to Withdraw Complaint (CPA Risk) CRITICAL
Policy Consumer Protection Act (CPA) Compliance
Affected 95
Agents pressured customers to withdraw complaints or accept non-policy compensation during outbound calls, violating CPA standards.
Root Cause Outbound complaint scripts encourage agents to close complaints quickly without proper resolution. No compliance guardrails prevent pressure tactics.
Corrective Action Revise complaint scripts to prohibit pressure tactics and implement compliance monitoring for complaint calls.
Consent & Data Retention Violation HIGH
Policy Data Consent (DPDP)
Affected 420
Data retained without consent; deletion requests not honored.
Root Cause Consent capture flow not enforced during data collection. Retention policy lacks audits and deletion requests are backlogged.
Corrective Action Purge all unconsented data records and process pending deletion requests within 48 hours.
Dark-Pattern UI Complaints HIGH
Policy Consumer Protection
Affected 250
Users report hidden fees, pre-checked boxes, misleading pricing.
Root Cause No UX compliance review process for checkout flows. Missing feedback loop from customer complaints to design team.
Corrective Action Conduct immediate UX audit and remove all pre-checked consent boxes and hidden fee elements.
Data Breach Complaint Spike HIGH
Channel Social Media Email Ticket Policy Data Security & Privacy
Affected 180
Users receiving suspicious marketing — possible unauthorized data sharing.
Root Cause Data access controls are weak without proper role-based restrictions. No audit trail for tracking sensitive data access.
Corrective Action Suspend all external data-sharing immediately and launch comprehensive internal security audit.
HIGH
Channel Voice (Inbound) Chat Policy Delivery SLA
Affected 870
Agents claim "delivered" without verifying GPS/hub logs.
Root Cause No mandatory verification protocol before confirming delivery status. Agents bypass GPS scan and hub log checks.
Corrective Action Mandate GPS scan and hub log verification before any delivery status confirmation to customers.
HIGH
Policy Invoice / GST Mandate
Affected 430
Agents incorrectly stating invoices cannot be re-issued.
Root Cause New agents lack GST compliance training. Invoice re-issue workflow documentation missing from agent knowledge base.
Corrective Action Conduct immediate GST workflow training for all agents and update invoice-related scripts.
Promotional Call – Misleading Benefit Claims HIGH
Policy Unfair Trade Practice (Consumer Protection)
Affected 450
Agents exaggerated promotional offers during outbound calls (e.g., "Guaranteed cashback for everyone") violating fair-practice standards.
Root Cause Outbound sales scripts contain unverified promotional claims. No real-time offer validation system checks eligibility before promises.
Corrective Action Update outbound promotional scripts with verified terms and add mandatory eligibility verification.
Refund Clarification – Inaccurate Policy Communication HIGH
Policy Refund & Return Compliance
Affected 320
Agents over-promised faster refund processing than policy allows during outbound calls, creating compliance drift.
Root Cause Outbound refund scripts not synchronized with actual processing timelines. Agents lack access to real-time refund status dashboard.
Corrective Action Sync outbound refund scripts with policy timelines and provide real-time status visibility before commitments.
MEDIUM
Channel Voice (Inbound) Chat Policy Warranty Compliance
Affected 210
Agents wrongly claiming Flipkart handles warranty instead of brand.
Root Cause Brand partnership rules unclear in agent documentation. Warranty handling scripts outdated and don't reflect current agreements.
Corrective Action Update warranty response templates in CRM and add brand-specific warranty routing information.
Seller Misconduct Not Escalated MEDIUM
Channel Chat Ticket Voice (Inbound) Policy Seller Compliance
Affected 156
Seller complaints (delays, counterfeits) not escalated to Trust team.
Root Cause Escalation protocol for seller violations unclear to agents. No seller-risk classification system to identify severity levels.
Corrective Action Define clear escalation pathways and train all agents on seller violation categories and severity.
Promo Terms Miscommunication MEDIUM
Channel Chat Voice (Inbound) Social Media Policy Promotional Compliance
Affected 340
Agents gave wrong promo info — discounts, minimum order requirements.
Root Cause Promotional terms not synced to agent knowledge base in real-time. Rapid campaign changes not communicated to support teams.
Corrective Action Implement real-time promo sync to agent desktop and add verification step before quoting offers.
Delivery Verification – Incorrect SLA Commitment MEDIUM
Policy Delivery SLA Compliance
Affected 240
Agents made incorrect delivery promises during outbound calls for address confirmation, violating SLA commitments.
Root Cause Outbound delivery scripts not integrated with real-time logistics SLA data. Agents make informal reassurances without checking timelines.
Corrective Action Integrate delivery scripts with real-time SLA dashboard and mandate verification before commitments.
Service Call – Incorrect Warranty Obligation Explanation MEDIUM
Policy Warranty & Service Compliance
Affected 195
Agents provided incorrect warranty periods, hidden fees, or failed to mention exclusions during outbound warranty/service calls.
Root Cause Outbound warranty scripts contain outdated warranty terms. No brand-specific warranty routing information available to agents during calls.
Corrective Action Update warranty scripts with current brand-specific terms and add mandatory eligibility verification.
LOW
Policy Payment Dispute SLA
Affected 89
Payment disputes (failed refunds, double charges) exceeding SLA.
Root Cause Manual dispute queue overloaded with backlog tickets. No priority routing system to fast-track payment-related issues.
Corrective Action Implement priority routing for all payment disputes and add dedicated payment resolution queue.
Cross-Sell Without Consent LOW
Channel Voice (Inbound) Chat Policy Consent-Based Marketing
Affected 112
Agents promoting products without customer consent.
Root Cause Aggressive cross-sell targets pressure agents to push promotions. Sales scripts lack mandatory consent-check step.
Corrective Action Add mandatory consent verification before any promotional pitch and revise cross-sell KPIs.
