Notes
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Customer calls with in SLA
issue:- cx wants to know delivery details
action:- ddr shared//order location details shared//delay dispatch sms send
comm:- courier details shared// info shared // customer agree
customer calls out side SLA
issue:- cx wants to know delivery details
action:- complaint taken//apology done// tat shared 24 to 48 hours// delivery date shared
comm:- info shared // customer agrees
customer calls out side SLA in lockdown
issue:- cx wants to know delivery details
action:- complaint taken// tat shared 24 to 48 hours// lockdown update shared
comm:- info shared // customer agrees
customer's item stuck at one location
issue:- order delay due to stuck at one location
action:- request taken // 24 to 48 hours tat shared
comm:- info shared//customer agrees
customer call not connected
issue:- call drop
action:- sms send
comm:- NA
customer voice not coming
issue:- voice not clear/coming
action:- NA
comm:- call disconnected after three warnings
Language barrier
issue:- customer not able to talk in hindi/english
action:- NA
comm:- told him to email on snapdeal site otherwise chat
Refund tat breached
issue:- customer have query related refund
action:- macro send// tat shared 24 to 48 hours
comm:- info shared customer agrees
customer wants to cancel order
issue:- customer wants to cancel order
action:- order cancel
comm:- info shared related to payment // customer agrees
customer wants to cancel order but order shipped
issue:- customer wants to cancel order
action:- tat shared of cancellation
comm:- info customer request taken// refuse order at door step//informed about payment// customer agree
customer wants to cancel order but MFG generated
issue:- customer wants to cancel order
action:- order cancel
comm:- tat shared of 24 to 48 hours for CIP//and informed payment details
out for delivery (first attempt)
issue:- customer wants to know delivery details
action:- tat shared about delivery// sms send
comm:- informed customer order out for delivery and asked to wait customer agrees
mandatory:- SMS- AWB Number
Undelivered order
issue:- customer wants to know delivery details
action:- complaint taken//FNDR filled
comm:- tat shared 24 to 48 hours
RTO
issue:- customer wants to know delivery status
action:- informed about payment detials
comm:- info customer order is returned
product delivery at wrong place (cod)
issue:- order deliver at wrong address
action:- request taken
comm:- info customer feedback taken and request to place new order
product delivery at wrong place (prepaid)
issue:- order deliver at wrong address
action:- complaint taken
comm:- info customer complaint taken and share tat of 6 days
product delivery at wrong place (prepaid) (pod denial stage)
issue:- order deliver at wrong address
action:- complaint taken
comm:- info customer complaint taken and share tat of 7 to 8 days
mandatory :- select stage of POD denial
product delivery at wrong place (prepaid) (pod denial stage mistakenly)
issue:- cx asked about complaint
action:-
comm:- info shared cx to wait for 24 to 48 hours and pod denial stage selected without reason no comments mention please clarify
how can i request for call me back
issue:- cx wants to know the process of request of call back
action:-
comm:- info shared about it// customer agrees
how can i become snapdeal sailor
issue:- customer wants to become snapdeal sailor
action:- tat shared 24 to 48 hours
comm:- details shared about mandatory things for becoming sailor
invoice related
issue:- customer wants invoice on different email id
action:- email id updated
comm:- info shared// cx agrees
invoice related (deliver order)
issue:- customer wants invoice on different email id
action:- NA
comm:- informed cs order delivered not able to send invoice on different email id
pick up reschedule request (refuse by customer)
issue:- customer wants to reshedule their pick up
action:- RL panel filled
comm:- probing done//info customer about 2 to 3 days tat//customer agree
pick up reschedule request (mistake by courier)
issue:- customer wants to reschedule their pick up
action:- RL panel filled//feedback taken for delivery executive
comm:- probing done//apology done// info cx about 2 to 3 days tat// cx agrees
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