Notes

Order status

Issue- cx want to know the status of the order
Action-info shared
Communication- cx want to know the status of the order // dispatched date & DDR shared // cx agree.



Delivery details

Issue- WANT TO KNOW DELIVERY DETAILS
Action-info shared
Communication-INFO GIVEN WE WILL TRY OUR BEST TO DELIVER THE ORDER/ASK TO CX WAIT/ CUSTOMER AGREED



UD marked

Issue- UD MARKED
Action-Info shared
Communication-APOLOGY DONE ASK TO WAIT ASSURED WILL TRY OUR BEST TO DELIVER PRODUCT



OFD

Issue- Cx ask about order status
Action-info given
Communication-informed to cx that today order is OFD/ask cx to wait till end of the day cx agreed



want refund

Issue- REFUND NOT RECEIVED AS PAYMENT DEDUCTED
Action-info given
Communication-X WANT TO KNOW THE PAYMENT STATUS ASK TO WAIT FOR AUTO REVERSAL CX AGREED



Refund not reflected

ISSUE:-refund
ACTION:- complaint raised
COMM:- info shared that refund already initiated/ask cx to cx share transaction statement/ cx agree



Refund initiated

Issue- cx ask about refund/he didn't received his refund
Action-
Communication-info shared that refund already initiated/ask cx to wait 24-48 hours regarding complaint status



RTO

Issue- CUSTOMER WANT TO KNOW ABOUT PRODUCT DELIVERY STATUS
Action-info shared
Communication-INFO GIVEN THAT PRODUCT IS RETURNED TO SELLER ASK TO PLACE NEW ORDER CUSTOMER AGREED



RTO amount paid

Issue- CUSTOMER WANT TO KNOW ABOUT PRODUCT DELIVERY STATUS
Action-info shared
Communication-INFO GIVEN THAT PRODUCT IS RETURNED TO SELLER/ CX SAID THAT ORDER WAS ON PREPAID MODE/ CX ASK ABOUT REFUND/INF GIVEN CUSTOMER AGREED



Not Connected

Issue- Call not connected
Action-no info shared
Communication-no communication


Order is late

Issue- cx want to know the status of the order/ order is late
Action-info shared
Communication-cx want to know the status of the order //informed to cx order is late/info given/ ask to cx wait/ cx agree.



OFP

Issue- cx ask about pickup of the product
Action-info shared
Communication-Informed to cx today is OfP/ ask to cx wait till 6 pm / info given/ cx agree



ODA

ISSUE:-cx ask about order status
ACTION:-complaint taken
COMM:- info shared that order is ODA/request cx for self pickup



size issue/refund

Issue- cx want to return the order because of size issue
Action-info given
Communication-cx said that product size is inaccurate/cx want to return the order/cx want refund/info shared/ cx agree



size issue/replacement

Issue- cx want to return the order because of size issue
Action-info given
Communication-cx said that product size is inaccurate/cx want to return the order/cx want replacement/info shared/ cx agree



pickup rescheduled

Issue-cx ask about pickup of the product
Action-info shared
Communication-cx asked when his product will picked up/ info shared / ask to cx wait 24-48 hrs/ tat shared/ cx agreed



language issue

Issue- cx is not using hindi or hindi
Action-info shared
Communication-cx not using hindi or English /requested cx shared concern over help@snapdeal/info shared/ cx agreed


Neft details

Issue- CUSTOMER WANT TO KNOW ABOUT REFUND STATUS
Action-Macro sent
Communication- ASK TO SHARE NEFT DETAILS TAT SHARED CUSTOMER AGREED



cancel order

Issue- CX WANT TO CANCEL THE ORDER
Action-info shared
Communication-CX WANT TO CANCEL THE ORDER CANCELLED FROM HERE ON CX REQUEST/INFO SHARED/CX AGREED


cancel shipped

Issue- CX WANT TO CANCEL THE ORDER
Action-info shared
Communication-CX WANT TO CANCEL THE ORDER CANCELLED FROM HERE ASKED TO CX REFUSE IF DELIVERY ATTEMPTED/ INFO GIVEN/ CX AGREED



FRAUD CALL

ISSUE : CUSTOMER RECEIVED A FRAUD CALL
ACTION : DETAILS CAPTURED
COMMUNICATION : ASK TO NOT TO SHARE PERSONAL AND ACCOUNT DETAILS//GUIDED CX THAT ONLY OFFERS GIVEN ON WEBSITE AND APPLICATION ARE VALID// CUSTOMER AGREED



EMPTY PARCEL

ISSUE:-cx received empty parcel
ACTION:-complaint taken
COMM:- Informed to cx complaint is raised/requested to cx after investigation resolution will be given/ ask cx to wait 7 days for investigation



empty parcel

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same/macro send
COMM:- ask cx to wait 7 days for investigation/ ask cx to fill declaration form



promo code

issue-cx asked about promo code
action- info given
communication-cx want to know how to use promo codes //info share //cx agree /


address change

issue- cx want to change the address
action- inf shared
communication-cx want to change delivery address //not able to change address // apology //cx agree



PDWP

issue- product delivered over wrong place
Action- info shared
Communication-//cx order marked delivered but cx don't received//apology //asked to wait 6 days for investigation/info shared/ cx agreed