Notes

CSAT
1. Value your cx
2. Take responsibility
3. Apologize
4. Assure cx

Delivery charges
# The delivery charges are applied by our delivery partner to ensure the safety and convenient delivery of your product. A delivery charge is the cost of transporting or delivering goods.
# Sorry sir/ma'am they are non negotiable . It is applied on each and every product because each product have their own weight and volume thus required some charges.

fraud call
I would like to inform you that the offer mentioned by you in communication is not genuine. Please DO NOT respond to any Phone call/Email/SMS claiming to offer rewards/lucky draw prizes on behalf of Snapdeal. We NEVER request our customers for unsolicited financial information or advance payments in exchange of rewards. All our offers are available ONLY on our website and app.
We assure you that we have already escalated this matter with concern authorities and our team is working on the same. Please accept our apologies for the inconvenience you have experienced.

HOLD

# If you are comfortable holding for a moment, I will review your information and have an answer to your query in a moment.
#Please be assured, I will provide you the best possible resolution, its really my pleasure to help a valueable customer like you.
#Please accept my sincerest apology I am very sorry to know about your experience with us . I know it seems appalling when you don't receive the order the way in which it should have been. We want our customers to enjoy shopping using Snapdeal, so your disturbing experience is a very serious concern for us.

sympathy / empathy

Your concern is justified and i understand how you are feeling right now
but be assured i will definitely help you regarding this . your call landed on me so now is my responsibility to help you.

No need to worry sir , i apologized you faced this issue but i assure you i will rectify this situation. i am raising the complaint against my delivery partner and i assure you, this will not going to happen again to you.

faster delivery

Snapdeal is known for its faster delivery . in fact 95% of the time our product reaches before the given timeline. so be assured you will get your order on or before delivery date. As i can check your is on track and on time. Our proactive team is tracking our order time to time and soon you will receive call from our delivery partner .

sympathy / empathy

# I understand how you are feeling right now if i were on your place i would have felt the same way . Your anger is obvious and your irritation is understandable but i am going to make sure to sort this issue as soon as possible.

# I know my apologies are nothing in front of the time and patience you lost but I personally apologize you and request you to give us chance so that we could take a feedback for this order and try our best next time.