Notes

Pre Order
PDP:- Product description page
SUPC:- Specific unique product code.
DTSS:- Direct to self serve
snapdealsx.force.com
Trust pay policy :- yeh 7 days ki easy return policy hai jis pe apna order return kar sakte hai. agar apke order per koi issue aata hai. ( not apply on inner wears and electronics). ham 30 days ki return policy par bhi customer request le sakte hai but customer ko yeh policy share ni kar sakte.
E- gift vouchers:- E gift vouchers buys on snapdeal for brand buy. It will not deliver on address it is virtual card which receive via email on customer's email address. It is just like an ATM with 16 digit number and pin. It belongs to brand only. It is on cancellable. Each and every e gift voucher have different validity. can not use with COD orders. With use of this customer get discount on specific order.
Snapcash:- Snap cash is kind a currency can use with cash on delivery as well. It will reflect in preview order page so customer can easily redeem while placing order on some specific order. Snapcash earned by sign-up, referring app referring product and playing games.
For spin calls:- As per product price hamein 8% ja 10% off milega instant discount jo ki totally customer purchasing product price per depend karega.
VIP Subscription:- yeh sabhi customers ke liy nahi hai yeh jo hamare regular users ja specific customers ko diye jate hai jin valuable customer mein se aap bhi hai so btana chahugi jaise ki apko cod charges rehte hai un mein se 99 rs waive off ho jayege filhaal to hamare koi bhi cod charges nahi lag rahe hai. But in future koi b changes hote hai or apke yeh vip subscription rehta hai to apke 99rs off ho jayenge. Iske features mein apko kuch specific orders per discount milega. Hamare pass 2 vip subscription available hai ek 149 mein 3 month and second 599 for 12 month. or jo amount app pay krenge subscription ke liye woh snapcash ke form mein apko return ho jayega first month 100 second month 49 agar ap 149 ka pack lete hai. Ap yeh cod or prepaid dono trh se order place krne per buy kar sakte hai but jo prepaid order karte hai us mein apka pehle pay ho jayga ammount add hoke but in case ap kisi bhi various reason se order cancel karwate hai vip subscription amount refund nhi hoga or COD per buy krte hai to order deliver hone ke baad apka subscription start hoga. Or agar ap 599 ka subscription lete hai to company se apko ek gift bhi milega jo totally company side se hoga.
Game Zone:- Btana chahugi game zone snapdeal ki taraf se ek feature diya gaya hai jis mein ap daily login ja games
play karke coin earn kar sakte hai jinko use karke ap app mein diye gaye kuch promo codes bhi buy karte sakte hai jo ki game zone mein hi show honge. Or btana chahugi jo coins apke account mein jis din add hote a usi din se unki 6 month validity start ho jayegi or yeh bhi btana chahugi inko kuch specific orders per direct redeem bhi kar skte hai or jo promo code ap buy karenge woh sabhi orders ke liye available rahega. Agar placed order per apka coins ja khreeda hua promo code use hota a or in case order cancel hota a to coins or even promo code apke account mein wapis aa jayega.
Sell on snapdeal:- For sailor:- sir agar ap sailor banna chahte hai to apko btana chahugi ki apke pass GST number hona mandatory hai or agar apke pass GST number hai or usko use krke apko Email id register mobile number account details ke sath register karna hoga or uske baad within 24 to 48 hours mein sailing team apko contact karegi. Agar in case koi bhi issue aata hai to Sell on snapdeal mein login krke chat mein jake aap apna concern share kar sakte hai.

If customer have issue related to product then capture SUPC code other wise tag in others.

PRE- Delivery
1. customer place the (cod/prepaid) order
2.receive confirmation through sms/email(estimated delivery date range shared)
3. order get verified (automatic and manual) in manual customer get call from team to get order verify.
4.seller gets notification (seller panel)
5. MFG (menifest generates) packaging start by seller
6. handed over to courier (shipping info sent to customer with DDR)
7. Order delivered


If order shipped (on time) with in SLA (service level agreement
mandatory info- 1 DDR- delivery date range
2. order status
3. Courier name
4. current location
5. SMS( delay dispatch)
6. Case manager :- yeh apki maximum order delivery date hai per as a case manager puri tarah kosish karugi ki apka order jald se jald deliver ho jaye other wise ham kosish karte hai ki hamare 95% order time se pehle deliver ho jaye.

If order outside (not on time) outside SLA:- if customer delivery time is breach then we apologies and give assurance to deliver as soon as possible.

address changes:- ham customer ka address kuch specific time period tak e change kar sakte hai jab order ki invoice print ho jati hai ham uske baad customer ka address change nahi kar skte if still customer not able to take order then we have to cancel order and advice to place new order.
VOC:- Others
L1:- I want to change my deliver address
Status - Closed

Cancellation For COD:- 3 ways to accept customer's request for order cancellation:-
1. before MFG:- instant cancellation agar customer order sath e sath cancel karwade place karne ke baad.
2. After MFG but not shipped:- (CIP) cancellation in progress agar customer call karta a order cancel karne ko or uska order shipped ho jata hai to ham order cancel krenge or customer ko 24 se 48 hours denge order cancellation process ke.
3. Order is in shipped status (refuse at doorstep):- sir main samajh pa ri hoon ap order cancel karwana chahte hain but jaise ki check kar pa rahi hoon apka order shippd ho chuka hai to abhi main isko hamari taraf se cancel ni kar paugi ap please jab apko courier boy ki call ayegi ap courier boy ko refuse karde order lene se so jab order return jayega automatically cancel ho jayega.

cancellation for prepaid:- 1:- initiation TAT:- the amount add by snapdeal is initiation tat
2. Reflection TAT :- Amount wapis jane ka time (upi - 5 business day)
credit/ debit/net banking:- 7-10 business day
3. wallet( paytm/egift/snapcash):- 24 hours
Before MFG:- sir apka order cancel ho gya hai apka amount (reflection tat) ke according time denge.
2. After MFG but not shipped:- sir apke order ki cancellation in process mein hai jaise hi apka order cancel ho jayega order cancelling ka time 24 se 48 hours ka hai cancel hote e automatically apka refund initiate ho jayega or as per payment method reflection tat denge.
3. Order is in shipped status (refuse at doorstep):- Sir apko btana chahugi ki aap apna order door step par cancel krenge to apka order wapis jayega courier boy ke dwara update kiya jayega order cancellation ke liye then jaise hi apka order cancel ho jayega apka pass notificaton bhi aa jayega via mail ja via msg or uske turant baad apka refund initiate ho jayega. or as per payment method reflection tat denge.

Out for delivery:
1. Tracking URL
2. In case tracking URL is not access-able then share from dispatch history
3. and which part from tracking URL and dispatch history have latest update share details accordingly.

First attempt by Courier boy:-
Laap is snapdeal's internal courier he supply only snapdeal couriers not for any other wendors. If out for delivery no need see which flag is reflecting. Assure customer and say courier boy will call you before delivery and also share delivery partner number.
Agar courier boy LAAP category se hai to hamein yeh show karega systematically ek pin or courier boy ka number customer se share karna hai or btana hai IVR ke threw apse pin pucha jayega apko enter krna hai tabhi apki call connect hogi agar pin nahi hai to courier boy ka number denge.

Mandatory :- SMS:- AWB Number

If order cancelled by snapdeal :- If order cancel by customer and snapdeal its show technical issue for both we have to judge it from reason of cancellation.
It shows in get refund/cancellaton/rejection history

1 Bylk:- bulk order
2. OTS:- out of stock
3. OPI:- Operation issue
4. Duplication order

In case of duplicate order we have to check threw system that duplicate order placed by team or not if placed then we have to inform customer apka order due to tech issue cancel ho gya hai but bilkul worry mat kijiye team ne already same order place kar diya hai. If not then simply deny to customer and suggest to place new order .

If preaid :- Then 24 to 48 hours mein refund initiate hoga.


Tagging

Refund replacement follow up:- If refund and CIP tats breaches.
VOC:- Refund replacement follow up
L1:- I haven't received my refund
L2:- Refund post cancellation
Status :- Open

Specific Delivery Request:- If customer wants order on specific date and before delivery date then we have to capture date in remarks and details
VOC:- Where is my order
L1:- specific delivery request
Status - closed

Verification:- agar customer ki call atti hai ki given time mein verification call nahi ayyi to complaint register hogi or 24 hour ka time diya jayega
VOC:- Where is my order
L1:- What is my order status
L2:- Wants to get my order verify

Any query related to product:- First add SUPC
VOC:- (product and offers information)
L1- Query about product price
Status:- closed

Fraud:- If customer claim that he get a call from snapdeal
VOC:- Others
L1:- Email/call related
L2:- Fraud
3 mandatory question
share macro with customer Name:-(Fake offer query)

Refund not received beyond tat:
VOC:- Refund replacement followup
L1:- I haven't received my refund
L2:- Refund post cancellation
Status - Open
Send Macro ( bank statement required)

Order Late:-
VOC:- Where is my order
L1:- What is my order status
L2:- Order is late beyond promise date (24 to 48 hour)
Status - Open

Order stuck at one location
VOC:- where is my order
L1:- what is my order status
L2:- item is stuck at one location
Status - open 24 se 48 hours

out for delivery (first attempt)
VOC:- Where is my order
L1:- Courier related issue
L2:- Order is out for delivery but didn't receive it

Order is shipped status refuse at doorstep
VOC:- I want to cancel my order
L1:- I am not able to cancel my order