Notes

Standard TAT for any complaint: 24-48 hrs
E-gift voucher delivery: 2 hours via email
Sell on snapdeal: 24-48 hrs
Payment deducted order not confirmed: Auto Reversal in 72 to 96 hours
Payment deducted & Received by SD, order not confirmed: 24-48 hrs
Trust pay policy: 7 days
AWB not traceable: 48 hours
Product stuck at courier (FNDR): 24-48 hrs
Delay dispatch (Shipping escalation): 24-48 hrs
PDWP (fresh case/ waiting for POD): 6 days
PDWP POD Denail Re-investigation TAT: 7-8 days
LMV: 24 hours
SD RPI-PUC: 2-3 days
Manual RPU: 5 days
PUC-RPR: 7-8 days
RPU Rescheduled (RL PAnel): 2-3 days
RPR TO QC: 24 hours
NEFT TAT through Falcon: 2 hours
NEFT TAT through EOD: 6 days
Prepaid refund for PVT Bank/ Government Bank: 7 to 10 working days
Empty Parcel TAT: 7 days
Invoice request: 24 hours
Replacement TAT: 4-7 working days
RTC: 7 to 8 days
UPI Refund TAT: 5 working days
NEFT On-Hold: 5 working days

--------------------------------------------------------------------------------------------------------

Refund TAT
a.Refund initiate: 6 working days
b.Prepaid refund reflection: 7 to 10 working days
c.UPI mode: 5 working days
d. Wallet: 24 hours for reflection
e. E-Gift: 24 hours
f: NEFT: Online(Falcon mode): 2 hours
offline (EOD) 6 days for reflection
g: Replacement : 4-7 working days

--------------------------------------------------------------------------------------------------------

Macros
a.Fake offer query
b.Manual explain
c.Providing NEFT Link
d.Asking NEFT Detail
e.Cx Against Trust Policy (CATP)
f.Pickup rescheduled
g.Empty Parcel received
h.Empty parcel updated

--------------------------------------------------------------------------------------------------------

VIP Subscription
a.Subscription Price-149/-for 3 months
b. COD charges waive off till 99/- rs
c. 100/- rs snap cash every month
d. 149 rs also reverse as a snap cash
e. more discounts and snap deal voucher will get after buy VIP subscription

--------------------------------------------------------------------------------------------------------

1. Pre Delivery

Order Verification:-
a.Automatic:-Cx will get notification
b.Manual(Return history is not good):-PVF (Pending for verification) you have to wait for 24-48 hrs within this timeline you will get the notification.

VOC:
LV1:
LV2:
STATUS:

--------------------------------------------------------------------------------------------------------

2.Courier within SLA (Service Level Agreement)

Mandate info:
a.Product name
b.Courier Name
c.Tracking detail
d. DDR (Delivery date)
e. SMS (Delivery Dispatch)
f. assurance

VOC: Where is my order
LV1: What is my order status
LV2: want to know delivery detail
STATUS: closed

--------------------------------------------------------------------------------------------------------

3.Specific delivery request

VOC: Where is my order
LV1: specific delivery request

--------------------------------------------------------------------------------------------------------

4.Courier Outside SLA

a. ask cx to wait till 24-48 hr our team will revert back to you.
b. check dispatch detail and delivery detail

VOC: where is my order
LV1: what is my order status
LV2: order is late/beyond promise date
STATUS:open

--------------------------------------------------------------------------------------------------------

5.product stuck at courier

(if product not moved from 1 place to another for 72 hrs)
Our team will check and revert back to you within 24-48 hrs.

VOC: where is my order
LV1: what is my order status
LV2: item stuck at one location
STATUS:open

--------------------------------------------------------------------------------------------------------

6.Order Cancellation

(if cx is calling for un-registered number than 3 security check required)
a.Order place but MFG (manifest) is not generated so we can cancel.
b.order placed and manifest generated than we cannot cancel,we can take the request for cancellation and ask the cx for refuse the delivery is courier boy try to deliver the product at door step.
c.if manifest not generated and after cancelling the order the status of the order is cancelling in process than we will ask the cx to wait till 24-48 hrs.

VOC: i want to cancel my order
LV1: i am not able to cancel the item
LV2:
STATUS:closed/open

--------------------------------------------------------------------------------------------------------

7.Address change

(security check is mandatory)if calling from unregistered number
a.if MFG (manifest) generated cannot change the address
b. if manifest not generated than we can change the address

VOC:others
LV1:want to change my delivery address
LV2:na
STATUS:closed

--------------------------------------------------------------------------------------------------------

8.order cancelled by snap deal

(Reason: Verification failed,bulk order, out of stock, technical glitch)
a.check the detail what is cancel reason

VOC: why was my order cancelled
LV1: others
LV2: na
STATUS:closed

--------------------------------------------------------------------------------------------------------

9.Payment related issue

a.Payment deducted order not confirmed (payment successful)
a:capture the payment detail and if payment is successful than need to raise a complaint

VOC:I have snap deal account related issue regarding payment
LV1: payment related issue
LV2: payment deducted order not confirmed
STATUS:open

--------------------------------------------------------------------------------------------------------

b. Payment deducted order not confirmed (payment not successful)
a:capture the payment detail and if payment is unsuccessful than ask cx to to wait till 72 to 96 hrs, your amount will be auto reversal back to source.

VOC:I have snap deal account related issue regarding payment
LV1: other payment related issue
LV2: na
STATUS:closed

--------------------------------------------------------------------------------------------------------

c. payment deducted multiple times
a:within 24-48 hrs ask cx to wait till 24-48 hrs.
VOC: I have payment/snap deal account related issue
LV1. payment related issue
LV2. payment deducted multiple times.
Status. Open

--------------------------------------------------------------------------------------------------------

10. RTO (Return to Origin)

if the product has been return after multiple attempts has been return to origin
VOC: where is my order
LV1. courier related issue
LV2. Rtoed order complaint
Status: closed

--------------------------------------------------------------------------------------------------------

11. Out for delivery

First Out of delivery
a. Ask cx to wait till 6 pm.
b.C.B (Courier boy) number have to shared (AWB SMS need to sent)

VOC: where is my order
LV1: Courier related issue
LV.2 Package is out for delivery, but i didn't received it.

--------------------------------------------------------------------------------------------------------

12. Undelivered status by cx than reschedule mandatory:

a: cx reason: Address issue, cx not available, cx refused if cash not accepted, cx delayed, cx want self pickup
need to fill the FNDR form, address confirmation mandatory
b:snap deal reason : shipper delay, ODA (Out of delivery area), Miscellanies (Reschedule not require) need to file complaint and 24-48 hrs.

VOC: where is my order
LV1: courier related issue
LV1: status shows undelivered but delivery not attempt
Status: open

--------------------------------------------------------------------------------------------------------

13. Product delivered at wrong place:

product status delivered but cx didn't received the product

a. ask cx to check with friends,family members and neighbor may received the product on your behalf.
b.if cod order than ask cx to place new order and if prepaid order than need to raise the complaint and tat 6 days have to share and during tat our team will share proof of delivery with cx. as per scenario (POD awaited) in a log a call.
within TAT: ask cx to wait till TAT
if not satisfied with proof of delivery: raise complaint and share TAT of 7-8 days and stages need to change to POD denied

COD ORDER
VOC:Where is my order
LV1:courier relater issue
LV2:product shows delivered, but i did not received it
STATUS:closed

PREPAID ORDER
VOC:Where is my order
LV1:courier relater issue
LV2:product shows delivered, but i didn't received it
STATUS:open

--------------------------------------------------------------------------------------------------------

14.Post Delivery
after delivery cx facing issue with the product than cx will complaint for return,replace,refund
ask cx to we have taken the complaint wait till 24-48 hours team will check and revert back to you within TAT time.

VOC:I want to return/replace my product
LV1:as per product need to choose
LV2:
STATUS:

--------------------------------------------------------------------------------------------------------

15. RPI (Reverse pickup initiated)

a.Reverse pickup initiates-
b.2-3 days for Pickup confirmed (PUC)-
c.7-10 days for reach the product to the ware house (Reveres pickup done- RPD)
d.when Reverse pickup received at ware house than 24 hours for quality check

i. if quality check pass cx complaint will be accepted and refund as per TAT and replace within 4-7 working days
ii. if quality check failed than cx complaint rejected than product will be return to cx within 7-8 days

VOC:
LV1:
LV2:
Status:

--------------------------------------------------------------------------------------------------------

16.Manual reverse pickup:

a. courier boy not available than cx have to send the product by himself and TAT will be 5 days (within 5 days cx have to send back the product)
b.Mandatory things:Courier detail,NEFT Detail,Return Form



--------------------------------------------------------------------------------------------------------

17. DSQC (Quality check during reverse pickup at door step):

a.Reverse pickup initiated
b.2-3 days for pickup confirmed
c.than Cx complaint accepted if quality check passed than refund will,initiated within 24-48 hrs and reflect as per refund TAT

VOC:
LV1:
LV2:
Status:

--------------------------------------------------------------------------------------------------------

18. RL Panel (reverse Logistics Panel)

a.used for reschedule the reverse pickup
b.if RVP not done within TAT than use for reschedule for the RVP.
c. RVP done but not update or showing in our sytem than from cx we take pickup date and courier partner name and have to fill APUC (Already picked up)
d.multiple time out for pickup but cx said no body come for pickup than we use RL panel
e. Manually sent by cx than we used RL panel
f. cx want to keep the product and just want to share feedback than we use RL panel

VOC:
LV1:
LV2:
Status:

--------------------------------------------------------------------------------------------------------

19. LMV: Last mile verification

a. service engineer will visit to cx home for troublshoot.
b. only available on some pincode.
c. if cx call within 24 hrs than ticket is closed and ask cx to wait.
d. if cx call after 24 hrs than ticket status is Open

VOC:
LV1:
Lv2:
Status:

-----------------------------------------------------------------------------------------------------

20.Empty Parcel

TAT:7 days
a.Less than 500/- rs raise complaint and ticket status is open and macro have to share (empty parcel received)
b.More than 500/- rs Raise Complaint and ticket status is open and macro (empty parcel updated) have to share and ask cx that declaration form have to fill and send back to us.TAT:7 days

VOC:I want to return/replace my product
LV1:I complete item missing (not just parts)
LV2:
Status:open

--------------------------------------------------------------------------------------------------------

Refund related
if cx didnot received the product and already cancelled the product or RTOed than we ask cx to wait till as refund TAT
VOC: Refund re[place follow up
LV1: I havenot received my refund
LV2: Refund post cancellation
Status:closed

If cx received the product and product have issue damage/defective/sizefit etc than ask cx to wait for refund TAT

VOC: Refund re[place follow up
LV1: I havenot received my refund
LV2: Refund post Return
Status: closed

cx refund TAT breache and cx asked for no refund received than as per above scenarion tagging but status will be open

VOC: Refund re[place follow up
LV1: I havenot received my refund
LV2: Refund post Return/Refund post cancellation
Status: open