Notes

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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

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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

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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:

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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)

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

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3.Specific delivery request
VOC: Where is my order
LV1: specific delivery request

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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

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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

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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

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7.Address change
(security check is mandatory)
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

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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

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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

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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

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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

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

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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)

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

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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.
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:
LV1:
LV2:
STATUS:closed

PREPAID ORDER
VOC:
LV1:
LV2:
STATUS:open

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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:
LV1:
LV2:
STATUS:

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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:

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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

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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