Notes

English Template

Openings
Hi, Good Evening! I am Akhil, How can I help you today?

How are you?
I am fine, thank you for asking. I trust you and your family doing well!

Asking Details
Please share your Order / Suborder / Registered Contact Number, So that I can assist you better!
I am unable to fetch any account from the given details. Please provide the correct details. So I can assist you better.
I am really sorry but without details I am not able to help you So I request you to Please share your Order/Suborder/Registered Contact Number, So that I can assist you better!

Thanks for details Acknowledgement
Thank you for sharing detail with us! Please allow me some time to check the information for you.

Order Confirmation
Are you referring to this order?

Order Confirmation Acknowledgement
Thank you for the order confirmation! Please allow me some time to check the information for you.

Hold
Please give me a moment, I will check it for you.

Hold 2nd
I apologize for the delay, I am still working on your concern! Please allow me some more time!

Un hold
We appreciate your patience!

Unable to download the images
Sir, We are really sorry due to technical limitation, We are unable to fetch the shared screenshot. Therefore, please help us by typing your order details to help you out.

Assistance
How may I assist you?
kindly elaborate your concern so I assist you better!
If you have any concern/query related to Snapdeal please share so that I could assist you better.
May I know your exact concern please?

Reminders
Just a reminder for you to answer.

Further Assistance
Is there anything else I may assist you with?

Information Shared Closing
I am glad, I was able to provide the information. Thank you for chatting with us. Stay safe and have a good time!

No response closing
We are closing this conversation because of no response from your side. You may contact us again. Stay safe and have a good time!

Glad closing
I am glad, I was able to provide the information. Thank you for chatting with us. Stay safe and have a good time!

Cx have no issue that time closing
For Snapdeal related queries, feel free to reply us, we assure that we will assist you better. Thank you for contacting us! Have a good time!

Cx want call
I would be able to respond you over chat only, I would like to request if you can share your concern via chat. I will be happy to help here.

If you want you can also contact our support team on 9212692126 for any query related to Snapdeal and our team will be definitely provide you with the best possible resolution. You can also choose call me now option in my order section

Apology
Sir, Sorry, that you are facing such an issue. I have registered your complaint. I will personally work on this to resolve at the earliest.

Complaint taken
Sorry, that you are facing such an issue. I have registered your complaint. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve at the earliest.

Complaint highlighted
Sorry, that you are facing such an issue. Your complaint is already registered and our team is working on it but don't worry I have again highlighted your issue to my team. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve at the earliest.

Personal details asking
I really apologies but we are not authorized to share any personal information .

Visit website//application
I request you to please visit our website their all product is available with price and full description.

Pending For verification
Your order is one step away from confirmation and needs to be verified. our team will call you in next 24 hours (between 9 AM and 9 PM) to confirm your purchase. We may also auto verify your order and send you an order confirmation email.

Address Verification
If MFG is not created yet -
I can surely help you with this, Can you please share your new address & phone number

IF changed
I have successfully updated your address or number.

If MFG created but not shipped -
I am really sorry, your item is already packed & ready to be shipped. No changes can be made now.
If your new address is nearby to your existing, you can coordinate with the courier boy to get your item delivered as per your preference.

If MFG created & shipped -
I am really sorry, your item is already shipped & it is with the courier. No changes can be made now.
If your new address is nearby to your existing, you can coordinate with the courier boy to get your item delivered as per your preference.

Where is my order?

Product not shipped (with in PDD)
Your product will be shipped soon and you order dispatch date is "Dispatch dates" and once order will get dispatch you will get an update via Email & SMS.
I will work hard to ensure it reaches you on or before "Delivery Date" as promised.

Product shipped (within pdd)
Your order is already shipped on "actual dispatch date" and it is in Transit and will reach on or before "Delivery Date" as promised. Also, I will work with courier to get this delivered quickly.

You can also track your order by clicking here. https://m.snapdeal.com/myorders

Urgent delivery (Before shipping)
Your product will be shipped soon and you order dispatch date is "dispatch dates" and once order will get dispatch you will get an update via Email & SMS.
I will work hard to ensure it reaches you on or before "Delivery Date" as promised. I will work with courier team and try to get your product deliver as per your requirement.

Urgent delivery (after shipping)
Your order is already shipped on "Actual dispatch date" and it is in Transit and will reach on or before "Delivery Date" as promised. Also, I will work with courier team and try to get your product deliver as per your requirement.

You can also track your order by clicking here. https://m.snapdeal.com/myorders

Order late-delay in dispatch (within pdd)
We apologies for inconvenience caused. Your product is slightly delayed in shipping but no need to worry because I will work with my team to ensure it get deliver to you on or before "Delivery Date" as promised. Also I am taking complaint regarding same our team will update you for the same within 24-48 hours.

Order late-stuck at courier (outside pdd)
I can see that delivery of your order has been delayed. We apologies for inconvenience caused here. I am taking complaint for the same team will update you regarding this. We are working round the clock to deliver the same at the earliest.

You can also track your order by clicking here https://m.snapdeal.com/myorders

Exact date
I can't commit the exact date of product delivery but our team is working hard to deliver your product at the earliest!
We will share a timely update to you over the email/SMS!

OFD (out for delivery)
Sir, I can see your product is "Out for Delivery" now and you will shortly receive a call from the courier team. You will get delivery on and before 6 pm.
Also, I am your case Manager now who will take care delivery of your product. Please be rest assured.

Below mentioned is courier boy number:-
-------------

UD (undelivered orders)
(Reason any delivery attempts confirmation)
Sir, I can see here that delivery could not be completed due to <UD reason>.
Please confirm, did you receive any call for delivery on <UD Date>.

(Address, alt no. and land mark confirmation)
We apologize for the inconvenience caused. We will deliver your order at the earliest. I am rescheduling your order delivery for that will you please share your alternated no. and landmark so that it will easy for courier partner to deliver your order. Also please confirm me that the below mentioned address is correct for order delivery.
" Given address"

(Delivery Rescheduled)
I have rescheduled your order delivery same will we re-attempted within next 24-48 hours and we apologize for the inconvenience caused.

You can also track your order by clicking here https://m.snapdeal.com/myorders

UD(Other Issue)( Miss/shipper delay)
Sir, The package was undelivered due to some unknown courier issues and we apologize for the inconvenience caused. We will try to deliver your order at the earliest for same our team will update you within next 24-48 hours.

You can also track your order by clicking here https://m.snapdeal.com/myorders

UD ODA (out of delivery area)

I apologize, but we are unable to deliver your order, as your order is out of the delivery area, which means your order is in your city but, our courier partner is unable to deliver your item to your specific address so, I request you to please co-operate with us this time and do self-pickup your product from your nearest "courier center name"

Below mentioned are courier details:-
Courier Name :
AWB Number :
Courier Contact Number :
Courier Website :

RTO (return to origin)(COD)
We apologize as we were not able to deliver your order even after multiple attempts. I request you to please place new order.
OR
We apologize as we were not able to deliver your order due to some courier issues. I request you to please place new order.

RTO (return to origin)(Prepaid)
We apologize as we were not able to deliver your order even after multiple attempts. I request you to please place new order.
Refund of Rs."xx" has been initiated and it will be credited to you bank account by "estimated refund date"
OR
We apologize as we were not able to deliver your order due to some courier issues. I request you to please place new order.
Refund of Rs."xx" has been initiated and it will be credited to you bank account by "estimated refund date"




RTO (return to origin)(Prepaid refund not initiated)
We apologize as we were not able to deliver your order even after multiple attempts. I request you to please place new order.
We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
OR
We apologize as we were not able to deliver your order due to some courier issues. I request you to please place new order.
We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.

CANCEL SCENARIOS

Asking Reason
Sorry to hear that, you want to cancel this order.
May, I know the reason for cancellation, as this is one of our best selling item & I am sure you will like it.

Cancelled by Us(COD)
As requested by you, Your order has been cancelled. Would like you to see you again shopping with us!

Cancelled by Us (Prepaid)
As requested by you, Your order has been canceled. We have initiated a refund of Rs. XX to your card/account. It will be credited within 7-10 business days.
Would like to see you again shopping with us!

Cancellation In progress
As I can check your order cancellation is in process. So I request you to please wait for 24-48hrs. Once we will initiate a refund of Rs. XX to your card/accounts. It will be credited within 7-10 business days.
Would like to see you again shopping with us!

Cancellable Stage but Unable to Cancel COD
We have taken your request for cancellation and we will notify you via SMS/email within the next 24 to 48 hours with the latest update on this request.

Non Cancellable Stage COD
Your product has already been dispatched, however, I am taking the cancellation request. In case, the courier team tries to deliver the product, please refuse the delivery.

Non Cancellable Stage Prepaid
Your product has already been dispatched, however, I am taking the cancellation request. In case, the courier team tries to deliver the product, please refuse the delivery.
Once you refuse, we might take up to 6 days to initiate your refund. The amount will be credited to your card/account within 7-10 business days after initiation.

Want to cancel due to delay in delivery
We have 100% Track records to deliver the item before promised delivery date! Would request you to allow us some more time to deliver your product.

Why was my order cancelled (COD)
As checked your order got canceled due to <cancellation reason>
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.

Why was my order cancelled (Prepaid)
As checked your order got canceled due to <cancellation reason>. We have initiated a refund of Rs. XX to your card/account. It will be credited within 7-10 business days.
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.
OR
As checked your order got canceled due to <cancellation reason>. We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.

If cx want same order again and order is available.
As I have checked that the product is available on our website and application, you can place an order for yourself.

If cx want same order again and order is sold out or out of stock.
Sir, as I can check order is sold out/out of stock, but I have mentioned your mail Id here so once the product will be live on the order website, you will get notification on a priority basis.

Failed transaction(Fresh case)
As I can see your payment for placing the order were unsuccessful. In case amount debited from your account then it will be credited back within 72 hours.
Please rest assured.

Failed transaction(Escalated case)
Sorry, that you are facing such an issue. Your complaint is already registered and our team is working on it but don't worry I have again highlighted your issue to my team. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve at the earliest.

Note:- Select stage (Escalated to refund team)

PDWP(product delivered to wrong place)

First conversation
I can see your order is showing delivered on "DD-MM-YY". Would request you to check once with your family/neighbors/office mail room as they may have accepted the package in your absence/on your behalf.

Complaint taken(COD)
We apologies for inconvenience caused to you. I have registered your request. our team will look into the matter. Meanwhile you can place another order.

Complaint taken(Prepaid)
We apologies for inconvenience caused to you. I have registered your Complaint. Our team will share the proof of delivery with you once we get it from our courier partner within 24-48 hours. In case you are still not able to locate your package, just let us know. We will look into the matter again and find a resolution for you.

PDWP (Re-Investigation)
Sir, our team is doing a re-investigation on your case, We will update you regarding this within 7-10 days, meanwhile, I assure you that your refund is secure under the trust pay policy.
We apologies for the inconvenience caused to you. Rest I will personally take care of it so that you will get a resolution as soon as possible.

Return

May I know the exact issue which you are facing with the product So that I can I will register your complaint here.

I will register your complaint regarding this will you please tell me you want replacement or refund of this item?

(Return complaint If RPU genrated)
I have taken your return complaint regarding this order, and your order will be picked up in the next 2-3 days from the "courier name" partner. I apologies that you have faced this issue.

(Return complaint If RPU not genrated)
I have taken your return complaint regarding this order, team will update you regarding this complaint within 24-48 hours. I apologies that you have faced this issue.

Pickup scenarios

Confirmation of pickup
Will you please tell me the pickup of your item is done or not?

Pickup failure
As I can see here, it is updated as pickup could not be completed due to <Pickup failure reason>, so could you please confirm me, did you receive any call for pickup on <RLCW date>.

Pickup re-scheduled
We apologize for the inconvenience caused. But no need to worry I am rescheduling your order pickup and same will we re-attempted within next 2-3 days from the "courier name" partner.

Pickup Already Scheduled
Sir, As I can see here, the pickup of your item has been schedule and it will be picked up within a maximum of 2-3 days from the "courier name" partner.

(Out for Pickup)
Sir, As I can see here, our courier partner is out for pickup and your item will be picked up today. Rest assured our pickup boy will call you once reach at your destination.

Pickup APUC
I understand that your item is already picked, could you please confirm me the pickup date and courier name and if you have any pickup receipt and SMS. Also I request you to please share pickup boy number.

APUC(Complaint taken)
I have updated your concern, our team will update you regarding this within next 72 hours. We apologize for the inconvenience caused.

(PUC to RPR)
I can see your product is picked and it usually takes 7-8 days post pickup to delivered at our Warehouse for Quality checks.
Would request you to wait. We will keep updating you via SMS & Email.

PUC/QC Process door step
Once your order will be Picked up we will do a quality check and Update you regarding your Refund/replacement.


(REFUND WITHIN TAT)
I have checked the details and your refund was initiated on <Date> by us and banks usually take around (Refund TAT) to reflect the amount in your account.
Don't worry, your refund will reflect in your account soon.

(REFUND OUTSIDE TAT)
I have checked the details and your refund was initiated on <date> by us. I am really sorry that you did not get the refund till now. I would request you to please get in touch with your Bank and share this reference number <Ref #>.
And I request you to kindly share a copy of your bank account from <Refund initiation date> to the current date in PDF Format. I will look into the status of your refund as soon as I receive your account statement and assure you of a quick resolution.

(ASKING NEFT DETAILS)
As I can check that your refund is not initiated from our end because your account details are not present here, So I request you to please share your bank details with us, for that I am sending you mail, please reply on that mail with the account details.

(EMPTY PARCEL Below 500)
We need your cooperation in thoroughly investigating this matter. Therefore, we request you to allow us a maximum of 7 days for a detailed investigation.
Please accept our apology for the inconvenience.

(EMPTY PARCEL Above 500)
We need your cooperation in thoroughly investigating this matter. Request you to duly fill and sign the undertaking form which is sent to you over your Registered Email ID and send back to us. After that we will update after investigation within the next 7 days

We are sorry for the inconvenience and will get back to you asap!

(TRUST PAY POLICY)
Sir, We are pleased to inform you that returning your Snapdeal purchase is simpler than ever with our Easy Returns Policy. You can raise a return or replacement request within 7 days after the item is delivered."

(SNAPDEAL GUARANTEE)
"Snapdeal is a marketplace, where buyers like you purchase items listed by our sellers on our platform. We diligently approve and encourage only those sellers who can be trusted to sell you high-quality items at unbeatable prices.
We have covered most of the products under standard manufacturer's warranties for hardware or software issues, wherever applicable. In case you are not satisfied with any of our returnable products, we have a 7-day easy return policy to ensure your payments are protected.

We'd be glad to help you.

CATP(Complaint against trust pay policy)
Sir, I apologize we cannot accept return request of "Product Name" since the item was delivered on DD-MM-YY and the 7 day window to return the item has expired.

>What is Snapcash?
Snapcash is your shopping currency at Snapdeal. You can use Snapcash for buying your favorite products through Snapdeal.

>How can I earn Snapcash?
You can earn Snapcash by signing up, referring new users, playing games on Snapdeal, placing orders on Snapdeal and lot more.

>How can I use my Snapcash?
You can use your Snapcash to buy products through Snapdeal only.

(WANT INVOICE)
Just go to Account at the top right corner and click on Orders. Select your item and click on Get invoice. You will immediately get an option to download the invoice through snapdeal website.
And For the app Please click on the SD option at the top left corner. Select your item and click on Get invoice. You will shortly receive a copy of your item's invoice at your registered email ID.

(when we will registered complaint)
I'm immediately registering a request on your behalf. We will send you a copy of your invoice within 48 hours to your registered email address.

(WANTS TO CHANGE EMAIL)
We are unable to change/delete the email address associated with your Snapdeal Account. We value our customer's security and privacy. Keeping this in mind, we do not allow any change/delete in the email address associated with an account.

Extra assurance
I’m sorry to hear you are having these problems. We will get this resolved as quickly as possible.

I will make sure that this should be your first and last bad experience with us and you won't face such a problem in the future. I really apologize that you are experiencing this problem.

Your concern is justified and, I understand how you are feeling right now. But be assured I will definitely help you regarding this. Your chat landed on me so, now is my responsibility to help you

I can understand that you are waiting for a long for the resolution, I appreciate your patience, please allow me the requested time we will get back to you with a resolution as soon as possible.

I know that there has been a delay but please be assured that we are working hard to get your item to you at the earliest.

I know that there has been a delay but please be assured that we are working hard to pick up your order at the earliest.

Do not worry your refund will reflect in your account on and before the given time.

I will make certain that this gets resolved quickly for you.

Your feedback is enormously valuable to us so, we greatly appreciate you taking the time to let us know.

Thank you for your understanding, We are doing everything we can, for resolving your problem quickly.

We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our higher authority. I am going to take care of this for you.

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