Notes

issue- call not connect
action- sms send
communication- N/A

issue- cx didn't required callback
action- N/A
communication-

issue- cx want to know delivery details
action- info shared
communication- ask cx to wait for delivery

issue- cx want to know delivery details // ud mark
action-FNDR filled // tat shared 24-48 hrs //cx agree // address confirmed
communication- delivery rescheduled

issue- cx asking about order pickup
action- RL filled // tat shared 2-3 days // cx agree
communication- pickup reschuduled

issue- cx wants to replace the order
action- complain taken // tat shared 24-48 hrs// cx agree
communication- apology done// info shared

issue- cx wants to return the order
action- complain taken // tat shared 24-48 hrs// cx agree
communication- apology done// info shared

issue- cx want to know why was my order cancel
action- given info // ask cx to place fresh order
communication- apology done // cx agree

issue- cx want to cancel his order
action- complain taken //order cancelled // cx agree
communication- info shared // cx agree

issue- cx want to cancel his order
action- order shipped // ask cx to refuse at door
communication- info shared // cx agree

issue- cx asked about refund status
action- apology done // info shared
communication- tat shared 24-48 hrs // cx agree

issue- cx ask about delivery details
action- Same day OFD // ask to wait // courier boy number shared
communication- info shared // cx agree

issue- cx ask about delivery details
action- Order not dispatched // complaint taken
communication- apology done // tat shared 24-48 hrs // ask to wait // cx agree

issue- cx not using English & Hindi
action- N/A
communication- ask cx to raise concern on help@snapldeal .com

issue- call drop by cx
action- N/A
communication- N/A

issue- cx didn't recieved order but status shows delivered
action- apology done //pod not shared// complaint taken
communication- ask to wait // tat shared 24-48 hours ////cx agree

issue- cx ask about delivery details
action- item stuck case // apology done // complaint taken
communication- tat shared 24-48 hrs // ask to wait // cx agree
issue- cx ask about delivery details // UD mark Out of Delivery Area



action- complaint taken // info shared // address confirmed
communication- FNDR not filled // tat shared 24-48 hrs // ask cx to coordinate with courier partner for self pickup //cx agree


issue- cx ask about delivery details //undelivered on previously
action- apology done // info shared // address confirmed
communication- Same day OFD // ask to wait // cx agree

issue- call drop by cx and cx not responding on call
action- N/A
communication-

issue- cx asked about replacement status
action- PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs
communication- ask to wait .// cx agree

issue- cx called to update or delete the account details
action- info shared
communication- cx agree

issue- cx recieve fraud call
action- complaint taken // mail shared
communication- cx informed about the fraud call and SMS regarding fake lucky draw contest // infomation shared to cx and ask not to share any confidential details // cx agree


issue- cx asking about order pickup
action- info shared
communication- as it was out for pickup // ask cx to wait// cx agree

issue-
action- N/A
communication- As there is no response from cx side hence after giving warning call disconnected from this end.

issue-
action-
communication- Cx is using the abusive language so after giving warning call disconnected.

issue- payment deducted but order not confirmed
action- apology done // complaint taken
communication- cx told payment deducted but order not confirmed // Refund Tat shared to cx // cx agree

issue- query about product/price
action- information shared with cx
communication- cx asked about details of product and price

issue- cx want to know about the return policy
action- information shared
communication- information shared to cx about terms and condition regarding 7 days return policy // cx agree.

issue- cx ask about the originality of the product
action- information shared
communication- told to cx that assured products will be deliver to cx from assured sellers // cx agree


issue- Empty parcel case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree

issue- item shipped together case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree

issue-
action-
communication-

http://172.16.201.107:8080/agent-dashboard/ob.php

https://172.16.202.7:8444/cuic/Main.htmx

http://172.16.201.107:8080/agent-dashboard/ob.php
------------------------------------------------------------------
Xpressbees: 02049116100
Bluedart: 18602331234
Delhivery: 1246719500
Ecom : 8376888888
FedEx: 18004194343
Gati: 1860 123 4284
-----------------------------------------------------------------
Callme experiment //cx didn't required callback.
Callme experiment //Call didn't connect to cx
------------------------------------------------------------------
Snapdeal account related :
cx called to update or delete the account details // info shared to cx // cx agree
-----------------------------------------------------------------As there is no response from cx side hence after giving warning call disconnected from this end.



Cx is using the abusive language so after giving warning call disconnected.
------------------------------------------------------------------
Fraud call:
Callme experiment //cx informed about the fraud call and SMS regarding fake lucky draw contest // infomation shared to cx and ask not to share any confidential details // cx agree
------------------------------------------------------------------
UD Cases :
Callme experiment / UD_CR/ / FNDR filled / agree
Callme experiment / UD_CNA/ / FNDR filled / agree
Callme experiment / UD_CD/ / FNDR filled / agree
Callme experiment / UD_AI/ / FNDR filled / agree
Callme experiment / UD_ODA/ / FNDR filled / agree
Callme experiment / UD_SD/ / FNDR filled / agree
Callme experiment // UD_MISC //FNDR filled / agree
Callme experiment / /UD_CNR/ / FNDR filled / agree
Callme experiment / /UD_CSP/ / /FNDR filled // agree
Callme experiment // Same day OFD //FNDR Error//
------------------------------------------------------------------
Pickup Cases:
Callme experiment //PUC not done // RL panel filled // TAT share// cx agree
Callme experiment //cx asking about order pickup as it was out for pickup // ask cx to wait// cx agree




Callme experiment //PUC already done // RL panel filled // TAT share // cx agree

Callme experiment //PUC done // so ask to cx to wait // PUC to RPR and QC TAT shared // ask to wait // cx agree
------------------------------------------------------------------
Refund Cases-
Callme experiment //cx told payment deducted but order not confirmed // Refund Tat shared to cx // cx agree

Callme experiment //cx ask for refund status // refund initiated // TAT shared // cx agree

Callme experiment //cx ask for refund status // refund not initiated //complaint forwarded // TAT shared // cx agree




Callme experiment //cx ask for refund status // told to cx to share bank statement as per mail send // cx agree

Callme experiment //cx told that he has shared the bank details // informed to cx to wait //TAT shared //cx agree


Callme experiment //cx ask for refund status //NEFT details not present // macro send and informed to cx to provide bank details//cx agree

Callme experiment //cx ask for refund status // refund initiated but not yet reflected // compaint raised // TAT shared // cx agree





------------------------------------------------------------------
Return request case:
Callme experiment //cx wants to return the order /complaint taken / TAT shared//cx agree

------------------------------------------------------------------
Product info.
Callme experiment //cx asked about details of product and price // information
shared with cx //cx agree

Callme experiment //cx want to know about the return policy // information shared to cx about terms and condition regarding 7 days return policy // cx agree.

Callme experiment //cx ask about the originality of the product // told to cx that assured products will be deliver to cx from assured sellers // cx agree



Callme experiment //cx want to know about the warranty of the product // information shared to cx as per PDP // cx agree
-----------------------------------------------------------------
Offer details:
Callme experiment //cx asked about offer details //information share with cx

Callme experiment //cx asking about voucher// information shared with cx

Callme experiment //cx ask about the how to use promocode // information regarding terms and condition of voucher shared to cx // cx agree

Callme experiment //cx told he did not get benefit of promocode // information regarding terms and condition of voucher shared to cx // cx agree



-----------------------------------------------------------------
Order status:
Callme experiment //cx asked about the order status // dispatched date & DDR shared // cx agree
------------------------------------------------------------------
Specific delivery:
Callme experiment //cx want delivery before promise date // assured to cx for fast delivery // DDR shared //cx agree
------------------------------------------------------------------
Order Stuck case:
Callme experiment // cx asked about the order status // order stuck at one location /complaint taken//TAT shared // apology done /cx agree
-----------------------------------------------------------------
Order deliver to wrong place (PDWP):
Callme experiment //cx didn't recvd but status show delivered // as payment mode is COD // apology done // suggest cx to place the fresh order.

Callme experiment //PDWP case /complaint taken/TAT shared /apology done/cx agree
------------------------------------------------------------------
Callme experiment//Empty parcel case // complaint taken // TAT shared // cx agree
------------------------------------------------------------------
Callme experiment//item shipped together case// complaint taken//TAT share
------------------------------------------------------------------
Cancellation Cases:
Callme experiment //cx want to cancel the order// cancellation request taken // cx agree

cx call to cancel the order // status marked shipped // cancellation request taken// ask to refuse at doorstep if delivery attempt // cx agree

Callme experiment //cx want to know the reason of order cancellation // info shared to cx // request to cx to place a new order // cx agree

------------------------------------------------------------------
Address change:
Callme experiment//cx wants to change the delivery address //so do as per cx VOC //cx agree

Callme experiment//cx wants to change the delivery address //so deny to cx as it is not in editable state // cx agree
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