Notes

OPENING;
Hi, Good Morning! I am Ajay I will be happy to help you with the concern that you have. How may I assist you ?
Hi, Good Afternoon! I am Ajay I will be happy to help you with the concern that you have. How may I assist you ?
Hi, Good Evening! I am Ajay I will be happy to help you with the concern that you have. How may I assist you ?
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ESSENTIAL PRODUCTS;
In light of recent government notification, we are servicing only essentials orders. Dispatching existing non-essential orders may take longer than normal. We thank you for your continued patience and understanding during these difficult times. Stay Safe!
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STANDARD TAT;
Sir, I am immediately escalating your concern to my team as per priority basis and they will investigate the issue and will definitely revert back to you within 24-48 hours and will provide you with the best possible resolution.

I am sorry, that I could not provide you the required information. Don't worry, our team will get in touch with you maximum of 48 hours with the required details.
--------------------------------------------------------------------------------------------------------CONCERN;
May I know your concern in detail, so that I can help you in a better way?

I regret to hear that. please share the exact issue which you are facing with your product, so that I can help you in a better way.

May I know your exact concern please?
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DETAILS;
Please share your Order/Suborder/Registered Contact Number, So that I can assist you!

I request you kindly share your registered contact number or email id, So that I can assist you.

May i know the order name which you are asking about?

I am unable to fetch the details. Please provide the correct details.
--------------------------------------------------------------------------------------------------------HOLD;
Thank you for Sharing Detail with us. To get better information may I put this conversation on hold for 1-2 minutes?

Thank you for the confirmation of the order. Please give me a moment, I will check it for you.

If you are comfortable holding for a moment, I will review your information and have an answer for you in 1-2 minutes.
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HOLD REFRESH;
Sir, I am currently working on your query. Please bear with me for a few more minutes.

I apologize for the delay, I am still working on your concern! Please allow me few more time.
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UNHOLD/THANKS/WELCOME;
Thank you very much for holding, we appreciate your patience!
Thank you very much for holding, and sorry to keep you waiting. May I know that, are you talking about this order XXXXXX?
Thanks for being online.
Thanks for the confirmation.
Thanks for your cooperation.
(SUP Call)Sir, It is taking some more time as I am coordinating with my team, so please be online.

You are most welcome.
--------------------------------------------------------------------------------------------------------ASSURANCE;
I completely understand your concern, don't worry about your query, I will definitely help you with this.

I totally understand how one can feel when such incidents happen and now without making any excuses, Let me provide you with the best support and resolution. Please allow me 2-3 minutes to look closely into this matter.

As I don't want to loose an opportunity to help you, therefore I will do my best to resolve your concern. and I will be the case manager for your concern.

I completely understand your concern. I will definitely help you on this.

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.

It's my pleasure to help an esteemed customer like you, I assure you that I will provide you the best possible resolution.

It's really a pleasure to help valued and loyal customers like you. We care about making sure that you are happy with the service.

You deserve only the best service, especially when you are an esteemed and regular customer of Snapdeal.

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.

I promise you that it will never happen in future. Please give us a chance to prove our services.
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ASSURANCE WITH ESCALATE;
I will surely help you in this regard please provide the above mentioned details.

Sorry, that you are facing such an issue. I have registered your complaint. I will personally work on this to resolve at the earliest.
it's the maximum time I have shared with you, I will personally coordinate with my team so that we resolve the issue.

Sir, due to unavoidable issue order is delay. I really apologies for this. But don't worry, now I am directly escalating your concern to the higher authority and make sure you will get your order as soon as possible.

We would like to inform you that we have already escalated this matter with concern authorities and our team is working on the same.
I will personally co-ordinate with courier partner so that your order can delivered at the earliest.
We will try our best to get this order delivered as soon as possible.

I am escalating this case to the concern department. So that you will get the resolution as soon as possible.
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URGENT DELIVERY;
I will personally co-ordinate with courier partner so that your order can delivered at the earliest.
Please be rest assure our courier partner will co ordinate with you.
We have 100% track record that we deliver best quality products to our customers before the delivery date.
We will try our best to get this order delivered as soon as possible.

I understand that you are eagerly waiting for your product and that you need it urgently.

I have checked the details, your order is in-transit and will reach you by 04,May 2020. I noticed that there would be delay in delivering your order. Though Snapdeal has an excellent track of delivering orders before expected delivery dates, however, this time our courier is unable to complete deliveries as strict movement restrictions have been imposed all across India due to the Corona lock-down. I request your patience and cooperation this regard as we work round the clock to resolve the issue. I am personally working with the {!Case.Courier_Name__c} team to try to get your order delivered as soon as the situation improves.

Please keep tracking our Email and SMS communications in this regard. I am positive that despite all issues you will receive your order delivery as shared above.

For easy tracking, I am sharing the shipping details as follows:
Courier Name: {!Case.Courier_Name__c}
AWB Number: {!Case.Suborder_Shipment_No__c}
Courier Contact Number: (update the number here)
Courier Website: {!Case.Suborder_Tracking_URL__c}

You can also track your order from the 'My order' section of our Snapdeal app.
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APOLOGIES;
Heartfelt apologies for this inconvenience.
I am really sorry for the inconvenience caused.
Please accept our sincere apology for the inconvenience caused.

I am so sorry to hear that you had a bad experience with us. I will make sure that this should be your first and last bad experience with us and you won't face such problem in future.

I completely understand how annoying that must be. If I was in your position, I would also feel the same just as you do.

I assure you that next time you won't come across such kind of inconvenience.

Sir, I understand how you are feeling, If I was in your position, I would also feel the same just as you do.

Sir, I can understand your pain. I would feel same if I was at your place.

Sir, I understand your disappointment. If I was in your position, I would also feel the same just as you do.
I am sorry for the inconvenience caused. Rest assured, this will be taken care of. Thank you for contacting us! Have a good day!

Please accept our sincere apology for the inconvenience caused. Kindly treat this as a rare incident and give us another chance to serve you.

Our aim is just to make customer's shopping experience delightful.

Sir, I can understand that this is very annoying but I assure you that we will take care of this in future as you are precious to us.

Sir, you are very valuable customer of us, also your understanding is very kind.

Sir , you are a very valuable customer of Snapdeal and we can't afford to loose a customer like you.

We work really hard to make your experience better, but sometimes due to unavoidable circumstances, we fall back. I can understand your frustration and it is totally justified. Please accept our sincere apology for the inconvenience caused. 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.

You are totally right and I agree with your point.

I am disheartened to know that we were not able to make up to your expectation. But please give us another chance to serve you the way you deserve.

It's really a pleasure to help valued and loyal customers like you. We care about making sure that you are happy with the service.

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.

I really apologize that you are experiencing this problem. I understand how frustrating it must be but I personally assure you that you won't come across such kind of inconveniences as we will work hard to improve our services and to provide you the best services that you deserve.

I truly understand that nothing is more embarrassing than what happened today. I kept myself in your place for a moment and then I came to understand how much painful was that.
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CANCELLATION REQUEST;
May I know the reason why you want to cancel the order?

A sure you want to cancel this order?

I apologize cancellation is not possible now as the item has already shipped. I am raising the cancellation request. and if in case courier partner attempt the delivery than you have to refuse it so that the order will got cancel and after that your refund will be initiate by our team.

As per your request I have cancelled the order. You will get the notification about cancellation of order in next 24 hours via SMS or email on your registered phone number or email id.
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UNDER SHIPMENT;
I have checked your order status, it's under processing. It will be shipped soon and very shortly, you will get an update via Email & SMS.
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VERIFICATION PENDING;
I have checked your order status, it's under processing and verification is pending. I am raising for you so that verification of the order will be done as soon as possible. If you will get any verification call from the end of Snapdeal I request you kindly answer the call and verify it.
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IN TRANSIT;
I have checked your order status, it is on the way to be delivered to you on or before <revised PDD> by <courier name>.

I have checked your order status, it is in transit and it will be delivered on or before xxxx to xxxx by (courier name).

I have checked your order status, it is in transit. Your order will be delivered between DATExxx by (courier name).
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STUCK;
I have checked your order status, I am really sorry for the delay in order delivery, this is a rare instance. I am directly escalating your concern to the higher authority and make sure that your order will get delivered at the earliest.

As per information on our courier website your order has reached (Location) and will be delivered as soon as possible. I am really sorry for the delay in order delivery, this is a rare instance. I am directly escalating your concern to the higher authority and make sure that your order will get delivered at the earliest.
--------------------------------------------------------------------------------------------------------UNDELIVERED (UD);
As I can see here, it is updated as delivery could not be completed due to <UD reason>, so could you please confirm me, did you receive any call for delivery on <UD Date>.

I am really sorry about the inconvenience caused and this will not happen again. Please allow me a moment, so that I will update your concern and try to get your order delivered as soon as possible. I have updated your concern and rest assured the delivery will be reattempted as soon as possible.
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OUT FOR DELIVERY(OFD);
I have checked the courier tracking and the delivery of your item is assigned to {!Case.Courier_Name__c}.

As per information on our courier website your order has reached (Location) and will be delivered today as it is out for delivery.
I would like to inform you that your order is out for delivery.
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PRODUCT QUALITY OR ANY OTHER ISSUE;
I wish I would be able to compensate you regarding this.

I understand if we pay for something and we didn't receive what we really wanted, I would have also felt the same if I put myself at your situation and trust me this won't get unnoticed.

Sir, I know that nothing is more annoying than receiving incomplete order/damaged product and I can understand your disappointment at this moment, but don't worry I am here to help you.
--------------------------------------------------------------------------------------------------------PRODUCT and OFFER INFO;
Thank you for showing your interest. Our team is working to provide all essential items through our platform. We are taking your request for this product, we will notify you once the product is live.
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FAKE OFFERS;
I understand your concern regarding the reward / lucky draw offers you have received recently.

I wish to inform you that the offer mentioned by you in your communication is not from Snapdeal, and appears to be a scam.

Please do not respond to any such phone call / email / SMS claiming to offer rewards / lucky draw prizes on behalf of Snapdeal.

We, at Snapdeal, never request our customers for unsolicited financial information or advance payments in exchange of rewards. Moreover, all our offers are published and available only through our website and mobile apps.
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LANGUAGE BARRIER;
We are sorry to inform you that only Hindi/ English languages are available.
I request you kindly share your concern in Hindi or English so I can assist you better.
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PICK UP INFO;
I would like to inform you that your complaint has already been registered.

Pickup of your item has been initiated. Our courier person willpickup the item within 2-3 days.

Our courier person is out for pickup.

After pickup it will take a maximum of 7-8 days to reach our warehouse. After that we'll process it through our quality check and initiate refund/replacement as per your preference.

Sorry to inform you that replacement is not available, refund can be done only.
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PUC;
Your item has been picked up successfully on 20-Mar-2020.

it will take a maximum of 7-8 days to reach our warehouse.

After that we'll process it through our quality check and initiate refund/replacement as per your preference.
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PROMO CODE;
You need to apply promo code at the time of placing the order.

I have registered your complaint here and pickup confirmation of your item will be shared with you via SMS/Email.

I am really sorry for the inconvenience caused and I have escalated this concern to our seller to ensure this will not happen again.
We would like to inform you that As per terms&condition of promo code you can get discount minimum of 10% and maximum of Rs.xxxx while using this promo code-xxxxxx.
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ADDRESS/NUMBER/Email CHANGE;
Please accept our sincere apology for the inconvenience caused. We are unable to change the address, as your order is already shipped.
Currently your order is in processing, we are unable to make the changes.
We would like to inform you that address can not be changed.

As per your request I have updated the address. Now, the order will be delivered on the same address you just shared now.
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SHIPPING/DELIVERY CHARGES;
Most items purchased on Snapdeal don't have a delivery charge. In case a delivery charge is applicable on an item, it is mentioned on its information page. The charges vary depending on the item and delivery location.

If the free delivery is available on this order and you want to get the offer of free delivery charges than you have to pay the amount by using online payment method. On cash on delivery (COD) free delivery is not available.

I would like to inform you that you won't have to pay delivery charges if you place the order through prepaid mode of payment.
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COURIER BOY MISBEHAVED;
I personally apologies on the behalf of courier boy. Moreover, I am personally sharing your concern with our team so that we can take the strict action against the courier boy and will provide you the best services in the future.
--------------------------------------------------------------------------------------------------------CALL DENIALS;
In view of the health and safety of our employees, and due to the growing health concerns around Corona, we have temporarily disabled our customer care call center service. We encourage you to please use Whatsapp channel for assistance/complaint/feedback.
--------------------------------------------------------------------------------------------------------PICK UP DELAY;
Trust that you and your family are taking advised precautions to keep yourselves safe. We noticed that the delivery of your order is delayed. Movements of our courier partners have slowed down as many states have sealed their borders and imposed Section 144 within the state which has severely restricted the movement of vehicles.

I sincerely regret that you wish to return your purchase. As much as I would like to help you with the return, our courier is unable to complete pick-ups due to movement restrictions imposed across India due to the Corona lock-down.

I request your patience and cooperation in this regard as we work round the clock to resolve the issue. We will update you as and when situation improves allowing us to pick up your order.

CATP/DENIALS;
I would like to inform you that it is a non returnable item. So, we would not be able to return the item.

I am sorry to inform you that we are unable to take your return request because it’s not under trustpay return policy. So refund or replacement is not possible in this order.

We would not be able to return the item. Because it’s not under trustpay return policy.

I wish I would be able to compensate you regarding this, but unfortunately I am unable to do so due to system restriction. I hope you understand!

I wish I could do that from my end but system does not allow us to do so.

I would be more than happy If I could do this for you , but unfortunately I am not authorized to do this.

I would really want to help you but the circumstances won't allow me to go further.

Sir, It is really hard to say no to precious customers like you but unfortunately I am unable to take your request regarding this issue as we are bounded by our guidelines.I hope you can understand and cooperate with us.

Sir, its very unfortunate for me that currently I am unable to fulfill your requirements as being an employee I have to follow some protocol and company limitations, I hope you can understand.

Sir, there are certain guidelines and protocols that we have to follow. I hope you will understand that as well as much as we understand your concern.

Sir, I would have loved to process your refund/replacement/voucher request however at this moment I am unable to process it due to system limitations.

Sir, its very unfortunate for me that currently I am unable to process your refund/voucher request due to system limitations.

Sir, I would have loved to process your refund/voucher request however at this moment I am unable to process it due to system limitations.
We are bounded by our guidelines and are unable to compensate you on such issues. I hope you will understand the same and cooperate with us.
I wish I would be able to compensate you regarding this.

Sir, as I have informed you earlier that I am unable to compensate or provide you with the refund, If you have any other queries then please let me know else I have to disconnect this chat.

Sir, as I have informed you earlier that I am unable to compensate or provide you with the refund, Moreover this call is not heading anywhere so I have to forcefully disconnect this call.
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PAYMENT ISSUE;
May I know that from which bank you have paid the amount?

Sir, as I have checked that your order has been cancelled because we did not received the payment for this order as there was some technical failure in the payment gateway, if your money was deducted then don't worry, your money will be reversed back to you within 72 hours for sure.

We are escalating this case to the concern department. I would like to inform you that you will get you refund back in the same account in maximum..... business days.
It's the maximum time I have shared with you, I will try my level best to refund the amount as soon as possible.

We have already taken your feedback and we would like to inform you that you money will be secure with us.

As I have checked the amount is refunded back in the same account on 22/3/2020 from our end. I request you kindly check your bank account statements from 22/3/2020. In case, If you not received the refund I request you kindly share the bank statement in PDF file format with us at [email protected].
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IMAGES REQUIRED;
Sir , I request you to share the images of the same, so that I would be able to check and assist you in a better way!

Sir, images are required to assist you in a better way. Hope you understand!!

Sir, to assist you images are required or else I will not be able to help you and I truly want to help you, so I once again request you to share the images.
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FURTHER ASSISTANCE;
Let me know if you have any more questions, comments or concerns - I will be happy to assist you in any way possible.

Is there anything else I can help you with?

Sir, if you still have any doubt related to your concern/problem/issue/query, please feel free to ask me again I will be more happy to help you further.

No need of thanks Sir. It is my duty to serve you and your satisfaction is enough for me

Thank you for remaining so positive.

I don't want to leave you as an unhappy customer as you are very precious to us.

Sir, I know that my apologies are nothing in front of your time and patience and I am just asking for another chance from you so that we can improve our services and can take care of you in future as you are very precious to us.
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NO RESPONSE;
Are we connected ?

Are you still connected with me ?

Just a reminder for you to answer.

As there is no response from your side we have to close the conversation. It was nice talking to you. Thanks for contacting Snapdeal. Have a great time.
As the conversation is going nowhere so we have close the conversation. It was nice talking to you. Thanks for contacting Snapdeal. Have a great time.
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ABUSIVE LANGUAGE;
I request you please don't use abusive language. Otherwise I have to close this conversation.
Just because you are using abusive language I have to close the conversation. Thanks for contacting Snapdeal. Have a great time.
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CALL/CHAT CLOSING;
I hope you are satisfied with the resolution provided by me and the way we had our conversation. Thank you for contacting Snapdeal. Have a great time!
I am glad, I was able to provide the information. Thank you for chatting with us. Stay safe and have a good day!

Sir, It was a really pleasure to have a conversation with you and thank you so much for your kind understanding and cooperation with us, looking forward to serve loyal customers like you!
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COURIER DETAILS-

BLUE DART; 1860 233 1234
ECOM; 08376 888888
DELHIVERY; 0124 671 9500
Xpressbees; 020-49116100
Fedex; 1800 419 4343
WOW Expresss;+91 8080122000.
Gati; 1860 123 4284
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Whatsapp Chat ID –12174435
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Cust Concern –want to order status
Action Taken – replied on whatsapp
Communication –info shared .. ask to wait


Whatsapp Chat ID –12172983
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Cust Concern – want to know about product availability
Action Taken – replied on whatsapp
Communication – info shared

Whatsapp Chat ID –
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Cust Concern –
Action Taken – replied on whatsapp
Communication –


Whatsapp Chat ID –
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Cust Concern –
Action Taken – replied on whatsapp
Communication –

Want to cancel---- 41107267954 // 41106518540 //