Notes

********************Important Points*************************

1. WITHIN SLA:

* shared ddr, pdd, tracking details and courier partner name with cx.// delay dispatch sms sent



2. OUTSIDE SLA:

* shared ddr, pdd with cx.// shared tat 24-48 hours with cx for update(non-shipped case)
* shared ddr, pdd, tracking details and courier partner name with cx.// ask to wait//asap update//(Shipped case)



3. ORDER STUCK @ ONE LOCATION SINCE LAST 72 HOURS:

* shared ddr, pdd, tracking details and courier partner name with cx.//shared tat 24-48 hours with cx for update


4. CX WANTS THE ORDER BEFORE THE PDD:

* shared ddr, pdd, tracking details and courier partner name with cx.// mentioned the specific date// dd sms sent// shared will try to deliver the order asap


5. ORDER SHOWING PENDING FOR VERIFICATION:

* Shared order showing pending for verification// shared will get a call from our team within 24 hours for order verification//

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*************************CANCEL REQUEST***********************************

6. CX WANTS TO CANCEL THE ORDER: (order not shipped)(Payment mode COD)

* ask the cancellation reason to cx// try to retain // if cx not agree then forward the request for cancellation from 1st page// shared order has been cancelled


7. CX WANTS TO CANCEL THE ORDER: (order not shipped) (Payment mode: Online)

* ask the cancellation reason to cx// try to retain // if cx not agree then forward the request for cancellation from 1st page// shared cancellation in progress//tat shared 24-48 hours for update//refund tat shared


8. CX WANTS TO CANCEL THE ORDER: (order shipped)

* ask the cancellation reason to cx// try to retain // if cx not agree then forward the request for cancellation // ask cx to co-ordinate with courier boy and also guide for door step refusal//

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**************************UD CASE*********************************

9. UD CASE ( UD reasons except SHIPPER DELAY, MISCELLANEOUS OR OUT OF DELIVERY AREA):
* Shared the Ud reason with cx// reschedule the delivery// confirm the address, landmark and alternate no from cx// shared the courier partner name// tat shared 24-48 hours for delivery attempt//fill the FNDR


10. UD CASE ( UD reasons SHIPPER DELAY, MISCELLANEOUS):
* Shared the Ud reason with cx that due to some operational issue, unable to deliver the order//shared the courier partner name// confirm the address and raise a complaint// tat shared 24-48 hours for update//do not fill the FNDR

11. UD CASE(UD reasons OUT OF DELIVERY AREA) and courier partner not from snapdeal:
* Shared the Ud reason with cx// ask cx for self pick up// shared the courier partner name//guide to co-ordinate with courier partner// do not fill the FNDR


12. UD CASE(UD reasons OUT OF DELIVERY AREA) and courier partner from snapdeal:
* Shared the Ud reason with cx// raise a complaint// shared the courier partner name//tat shared 24-48 hours for update//do not fill the FNDR


13. UD CASE( if unable to fill the FNDR)
* shared the Ud reason with cx//confirm the address from cx//shared the courier partner name// raise a complaint// tat shared 24-48 hours for update//mentioned the error in notes if unable to fill the FNDR


14. UD marked// after UD Order is OFD:
* shared the Ud reason with cx//confirm the address from cx//shared the courier partner name//shared order is ofd today//ask to wait till end of the day(6 O` clock)//


15. ORDER IS 1ST TIME OFD:
* shared order is ofd today//ask to wait till end of the day(6 O` clock)//shared the courier partner name// Shared the AWB sms sent//