Notes

Call Drop Form Link:-
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform

issue- call not connect
action- sms send
communication- N/A
CMN-ID_11553_Namita

issue- cx didn't required callback
action- N/A
communication-
CMN-ID_11553_Namita

issue- cx want to know delivery details//
action- info shared//
communication- ask cx to wait for delivery// cx agree
CMN-ID_11553_Namita

issue- cx want to know delivery details// order is late beyond promise date
action- info shared// order breached
communication- ask cx to wait for 24-48 hrs// cx agree
CMN-ID_11553_Namita

issue- cx want to know delivery details // ud mark
action-FNDR filled // tat shared 24-48 hrs // address confirmed
communication- delivery rescheduled//cx agree
CMN-ID_11553_Namita

issue- cx asking about order pickup
action- RL filled // tat shared 2-3 days //
communication- pickup rescheduled//cx agree
CMN-ID_11553_Namita

issue- cx wants to replace the order
action- complain taken //
communication- apology done// info shared // tat shared 24-48 hrs// cx agree
CMN-ID_11553_Namita

issue- cx wants to return the order
action- complain taken //RPI not initiate on call
communication- apology done// info shared// tat shared 24-48 hrs// cx agree
CMN-ID_11553_Namita

issue- cx want to know why was my order cancel
action- given info // ask cx to place fresh order
communication- apology done // cx agree
CMN-ID_11553_Namita

issue- cx want to cancel his order
action- complain taken //order cancelled //
communication- info shared // cx agree
CMN-ID_11553_Namita

issue- cx want to cancel his order
action- order shipped // ask cx to refuse at door
communication- info shared // cx agree
CMN-ID_11553_Namita

issue- cx asked about refund status
action- apology done // info shared
communication- tat shared 24-48 hrs // cx agree
CMN-ID_11553_Namita

issue- cx ask about delivery details
action- Same day OFD // ask to wait // courier boy number shared
communication- info shared // cx agree
CMN-ID_11553_Namita

issue- cx ask about delivery details
action- Order not dispatched // complaint taken
communication- apology done // tat shared 24-48 hrs // ask to wait // cx agree
CMN-ID_11553_Namita

issue- cx not using English & Hindi
action- N/A
communication- ask cx to raise concern on help@snapdeal .com
CMN-ID_11553_Namita

issue- call drop by cx
action- N/A
communication- N/A
CMN-ID_11553_Namita

issue- cx didn't received order but status shows delivered
action- apology done //pod not shared// complaint taken



communication- ask to wait // tat shared 24-48 hours ////cx agree
CMN-ID_11553_Namita

issue- cx ask about delivery details
action- item stuck case // apology done // complaint taken
communication- tat shared 24-48 hrs // ask to wait // cx agree
CMN-ID_11553_Namita

issue- cx ask about delivery details // UD mark Out of Delivery Area
action- complaint taken // info shared // address confirmed



communication- FNDR not filled // tat shared 24-48 hrs // ask cx to coordinate with courier partner for self pickup //cx agree
CMN-ID_11553_Namita

issue- cx ask about delivery details //undelivered on previously
action- apology done // info shared // address confirmed
communication- Same day OFD // ask to wait // cx agree
CMN-ID_11553_Namita

issue- call drop by cx and cx not responding on call
action- N/A
communication-
CMN-ID_11553_Namita

issue- cx asked about replacement status
action- PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs
communication- ask to wait .// cx agree
CMN-ID_11553_Namita

issue- cx called to update or delete the account details
action- info shared
communication- cx agree
CMN-ID_11553_Namita

issue- cx receive fraud call
action- complaint taken // mail shared
communication- cx informed about the fraud call and SMS regarding fake lucky draw contest // information shared to cx and ask not to share any confidential details // cx agree
CMN-ID_11553_Namita

issue- cx asking about order pickup
action- info shared
communication- as it was out for pickup // ask cx to wait// cx agree
CMN-ID_11553_Namita

issue-
action- N/A
communication- As there is no response from cx side hence after giving warning call disconnected from this end.
CMN-ID_11553_Namita

issue-
action-
communication- Cx is using the abusive language so after giving warning call disconnected.
CMN-ID_11553_Namita

issue- payment deducted but order not confirmed
action- apology done // complaint taken
communication- cx told payment deducted but order not confirmed // Refund Tat shared to cx // cx agree
CMN-ID_11553_Namita

issue- query about product/price
action- information shared with cx
communication- cx asked about details of product and price
CMN-ID_11553_Namita

issue- cx want to know about the return policy
action- information shared
communication- information shared to cx about terms and condition regarding 7 days return policy // cx agree.
CMN-ID_11553_Namita

issue- cx ask about the originality of the product
action- information shared
communication- told to cx that assured products will be deliver to cx from assured sellers // cx agree
CMN-ID_11553_Namita

issue- Empty parcel case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree
CMN-ID_11553_Namita

issue- item shipped together case
action- complaint taken
communication- TAT shared 24-48 hrs // cx agree
CMN-ID_11553_Namita

issue-
action-
communication-
CMN-ID_11553_Namita

issue - cx asked about the order status //
action - dispatched date & DDR shared
communication - DDR shared // cx agree //
CMN-ID_11553_Namita

issue - cx want delivery before promise date //
action - request taken
communication - assured to cx for fast delivery // DDR shared //cx agree //
CMN-ID_11553_Namita

issue - cx asked about the order status //
action - SMS sent
communication - dispatched date & DDR shared // cx agree //
CMN-ID_11553_Namita

Issue - Customer ask about delivery details (Same Day OFD)
Action - Same day OFD // ask to wait //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita

Issue - Customer ask about delivery details (UD)
Action - UD mark // FNDR filled // apology done // address verified // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita

Issue - Customer ask about delivery details (UD_OFDA)
Action - UD mark Out of Delivery Area // FNDR not filled // tat shared 24-48 hrs // ask Customer to coordinate with courier partner for self pickup //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita

Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita

Empty parcel 7 days
PUC not marked // 24 to 48 hrs

call me experiment// cx didn't responded after 3 warnings call disconnect //
CMN-ID_11553_Namita

=========================================================

call me experiment // cx drop call //
CMN-ID_11553_Namita
==============================================
Issue - why was my order cancel
Action - given info // ask Customer to place fresh order //
Action - asked to place fresh order // apology done //
Communication - Information given // customer satisfied ////
=======================================================
issue - cx want pickup status //
action - PUC not done // RL panel filled // TAT share //
communication - info share // cx agree //
CMN-ID_11553_Namita
================================================================
Issue - Customer ask about Order pickup (Unsuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
=====================================================================
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
=============================================================
Issue - Customer asked about refund status order is CIP tat shared 24-48 hrs //
Action - Info given // alter complete the cancellation refund will be credited 7 to 10 working days
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
==========================================
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order //
Action - asked to place fresh order // apology done //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
========================================================
Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
===========================================================
Call Me Experiment //Call didn't connect to Customer SMS send //
CMN-ID_11553_Namita

Call Me Experiment //Customer didn't required callback.//
CMN-ID_11553_Namita

call me experiment // cx request for call back by mistake
CMN-ID_11553_Namita

call me experiment // cx drop call //
CMN-ID_11553_Namita

call me experiment// cx didn't responded after 3 warnings call disconnect //
CMN-ID_11553_Namita

call me experiment //cx don't use Hindi /English //asked to drop e-mail for help //
CMN-ID_11553_Namita
----------------------------------------------------------------------------------
PRODUCT DETAILS -
Issue - Customer ask about Product / Offers details
Action- Ratings, price, details, offers, recommendations shared
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_____________________________________________________________________________________

Issue - Customer wants to change delivery address //
Action- Denied to customer as it's not in editable stage //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_____________________________________________________________________________________
Issue - Customer wants to change delivery address //
Action- Did as per customer VOC // MFG not generated //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
___________________________________________________________________________________________________________________________

DELIVERY DETAILS-
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, Delay Dispatch SMS shared
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
______________________________________________________________________________________________

Issue - Customer ask about delivery details
Action - Customer wants delivery before Promise date // assured to customer for fast delivery // ddr shared // Specific Delivery Request raised //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________

Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // tat shared 24 to 48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________

Issue - Customer ask about delivery details (UD)
Action - UD mark // FNDR filled // apology done // address verified // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
_CMN-ID_11553_Namita
________________________________________________________________________________________________________
Issue - Customer ask about delivery details (UD_Same Day OFD)
Action - undelivered on previously // Same day OFD // apology done // FNDR not FILLED // // ask to wait //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
________________________________________________________________________________________________________
Issue - Customer ask about delivery details (UD_OFDA)
Action - UD mark Out of Delivery Area // FNDR not filled // tat shared 24-48 hrs // ask Customer to coordinate with courier partner for self pickup //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
___________________________________________________________________________________________________
Issue - Customer ask about delivery details (UD_PDWP)
Action - Customer didn't received order but status shows delivered //apology done //pod not shared// ask to wait // tat shared 24-48 hours //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (STUCK)
Action - item stuck case// tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (OFD)
Action - Courier partner number shared // Tat shared till end of day // courier partner shared //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer ask about delivery details (delay dispatch)
Action - Order not dispatched // tat shared 24-48 hrs // ask to wait //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
__________________________________________________________________________________________________________________________________
PICKUP -
Issue - Customer ask about Order pickup (UnSuccessful)
Action - RL filled // Macro shared // tat shared 2-3 days //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer ask about Order pickup (APUC)
Action - Updated RL filled // Pickup is already done // tat shared 2-3 days //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer ask about Order pickup (Out for pickup)
Action - Executive is out for pickup // asked to wait //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
replacement status
Action - PUC to RPR tat shared 7-8 days // QC tat shared 24 hrs // ask to wait .//
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
___________________________________________________________________________________________________________________________________
CANCELLATIONS -
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order //
Action - asked to place fresh order // apology done //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order
Action - complain taken //order cancelled //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer want to cancel his order (Shipped)
Action - complain Raised //order cancelled // ask Customer to refuse at door //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
__________________________________________________________________________________________________________________________________
RETURN/REPLACE -
Issue - Customer wants to return the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer wants to Replace the order (Issue - )
Action - complaint taken // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer wants to Return/Replace the order (Issue -CATP CASE )
Action - complaint taken in CATP //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - empty parcel case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied /
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - item shipped together case
Action- complaint taken // tat shared //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
____________________________________________________________________________________________________________________________________
REFUND -
Issue - Customer asked about refund status
Action - INf given // tat shared 24-48 hrs //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer asked about refund status
Action - NEFT details not present // asked to share neft details // Mail shared // inf given //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Customer asked about refund status
Action- refund initiated from our end but not reflected // tat shared 5 /7-10 BS days // Asked to share bank account statements // Mail shared //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issue - Payment deducted order not confirmed
Action- Tat shared 72 hrs for payment refund //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
Issues - customer wanted to know about the return policy
Action- inf shared to customer about terms and conditions regarding 7 days return policy //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_______________________________________________________________________________________________________________________________
FRAUD CALL -
Issue - Customer asking about a fraud call / SMS / Courier
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch //
Communication - Information given // customer satisfied //
CMN-ID_11553_Namita
_________________________________________________________________________________________________________
No 1 .
Refund scenario
A Falcon mode (online mode) = 2 hours
B Offline mode = 6 days
C Neft on hold = 5 WD
D UPI = 5 WD
E Through card or net banking = 7 to 10 WD
F Wallet = 24 Hour
No. 2
Complaint scenario ( if cx don’t have original brand packing deny to cx product will not get return)
A .
Fresh complaint taken and check if RPU not generate give 24 to 48 hour time and if RPU generate give 2 to 3 days f
or pickup
B.
RL tat = 2 to 3 days ( status would be always pending while filling RL)
C.
APUC case = Pickup done not mark , Ask cx for pickup slip and FE no if cx have anything ask to share and Mark da
te of pickup and courier name in RL and select stage APUC and tat share of 72 Hour with cx.
D .
Manual pickup ( check in RPU )
In this case cx will courier product from there end within 5 days and ask to share courier receipt that amount will als
o refunded to cx
(BUT DUE TO LOCKDOWN IF CX IS UNABLE TO COURIER DUE TO LOCKDOWN WE ARE GIVING TI
ME OF 10 DAYS)
E.
CCA mark = Check when CCA mark and give time of 24 to 48 hour if CCA mark within 48 hour just log call and if
tat breach of CCA and refund not initiate, change IC to refund followup and tat share of 24 to 48 Hour case open.
In replacement simply gave tat of 24 to 48 Hour no need for changing IC
F .
POD case = Fresh complaint tat for sharing POD is 6 days and after POD denial tat is 7 to 10 WD ( case always ope
n)
G.
Empty parcel =
Amount below 500 tat is 7 days
Amount more than 500 ( share mail empty parcel updated and ask to take print out and fill undertaking form which i
s in the mail and share image of undertaking form with package image from outer and inner side with barcode visibl
e) when cx share these thing tat would be 7 days
H.
Courier charge extra amount = tat 24 to 48 hour
I.
Invoice tat = 24 to 48 hour and
IF cx want to download cx can download invoice from my order section click on the product who’s invoice cx want
to download and there is option of get invoice.
J.
Payment deducted order not confirm =
If payment get deducted just give tat of 72 hour for auto reverse and and if tat breach and cx still saying refund not r
eceive Change IC to refund follow up and give time of 24 to 48 hour case open
K .
LMV = In this case our service engineer visit cx within 24 hour
No. 3
Where is my order scenarios
A . Green flag and product in DDR but no movement from 72 hour complaint in stuck case open tat is 24 to 48 hou
r
B . Red flag and no UD then it would be in Order late and tat is 24 to 48 hour
C. UD mark
Scenario’s in which we will not fill FNDR
Shipper delay
Miscellaneous
Out of delivery Area
In all these scenarios no need for delivery commitment and ask cx to coordinate with courier partner also
Note.
If any tat breach give time of 24 to 48 hour case will be open
AGENT DASHBOARD:-
http://172.16.201.107:8080/agent-dashboard/ob.php