Notes

WANT TO DELETE THE SNAPDEAL ACCOUNT

VOC - Want to delete the snapdeal account
Action - Unable to delete
Communication - Mail shared to the customer

ADDRESS CHANGE

VOC - Want to change address
Action - Unable to change as shipped
Communication - Mail shared to the customer

OUT OF STOCK

VOC - Want to place the order again
Action - info shared to the customer item out of stock
Communication - Mail shared to the customer

WANT TO RETURN THE ITEM

VOC - Want to return the item
Action - IC changed as per VOC and asked to wait 24-48 hours
Communication - Mail shared to the customer

DENIAL/RETURN

VOC - Want to return the item
Action - Denial given as not eligible
Communication - Mail shared to the customer

WANT TO CANCEL THE ORDER/ SHIPPED

VOC - Want to cancel the order
Action - Unable to cancel as shipped
Communication - Mail shared to the customer

VOC - Want to cancel the order
Action - already cancelled
Communication - Mail shared to the customer


VOC - Want to cancel the order // cancellation in progress
Action - cancellation in progress // refund TAT shared
Communication - Mail shared to the customer

WANT THE SPECIFIC/URGENT DELIVERY

VOC - Want the specific delivery
Action - IC changed as per VOC
Communication - Mail shared to the customer

VOC - Want the urgent delivery
Action - IC changed as per VOC
Communication - Mail shared to the customer

VOC - Want the delivery status
Action - info shared as per order status
Communication - Mail shared to the customer

VOC - Query not clear
Action - Unable to share the mail due to mail id not available
Communication - NA

RTO MARKED

VOC - Want the order
Action - unable to reschedule as marked RTO
Communication - Mail shared to the customer

REFUND STATUS

VOC - Want to know the refund status
Action - Information shared with the customer // TAT shared
Communication - Mail shared to the customer

QUERY NOT CLEAR

VOC - Query not clear
Action - details not found
Communication - mail marked


UNDELIVERED

VOC - Order not delivered
Action - Delivery rescheduled as UD marked and FNDR filled // Unable to call the customer due to non-calling hours
Communication - Mail shared to the customer

BANK STATEMENT

VOC - Refund not received
Action - Information shared with the customer // asked for bank statement
Communication - Mail shared to the customer

RETURN/REPLACEMENT

VOC - Order not picked up
Action - Pickup rescheduled // RL filled
Communication - Mail shared to the customer

EMPTY PARCEL RECEIVED BELOW 500 // ABOVE 500

VOC - Empty parcel received
Action - Asked to wait and shared the TAT
Communication - Mail shared to the customer

VOC - Empty parcel received
Action - Asked to fill and share the undertaking form
Communication - Mail shared to the customer

ASKED FOR NEFT DETAILS

VOC - Refund not received
Action - Asked to share the NEFT details
Communication - Mail shared to the customer

WANT TO RETURN THE ORDER

VOC - Customer want to return the order
Action - Asked to wait for 24-48 hours
Communication - Mail shared to the customer

VOC - Customer want to return the order
Action - Asked to wait for 2-3 days
Communication - Mail shared to the customer

DISCREET PACKAGING

VOC - Customer want the private packaging
Action - info shared with the customer
Communication - Mail shared to the customer

PDWP

Issue: Order not delivered
Action Taken: under investigation/mail sent
Communication: Asked cx to wait for revert
pdwp within tat case

Payment deduced order not confirmed

Issue: cx payment deducted order not confirmed
Action: tat shared
Communication: info given via macro

FAKE OFFER QUERY

Issue:- cx informed about the fraud call and SMS regarding fake lucky draw contest
Action Taken:- Mail Marked to Customer
Communication:- information shared to cx and ask not to share any confidential details // shared info.

WHY WAS MY ORDER CANCELLED

Issue- why my order cancel
Action Taken-email sent
Communication- info shared

MOBILE NO CHANGE

Issue= change contact no.
Action= mail sent// apology done
Communication= unable to change due to some security issue