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********SHEETS************

Kapture:
https://snapdeal.kapturecrm.com/nui/tickets/all_pending/2/-1/0/detail/1080855712/779348497264

Ozonetel Link:
https://agent.cloudagent.ozonetel.com/login

Brand list sheet:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit?gid=1799035267#gid=1799035267

Tat sheet:
https://docs.google.com/spreadsheets/d/1ZeOMnRAzOXNa0cVm265hP6fdwAshlEo14u-dD-ciAdw/edit?pli=1&gid=0#gid=0

CC PANEL:
https://cc.snapdeal.com/home#/placeOrder/SALES_PANEL

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***SHORT CALLS****

Issue: Voice issue
action: na
comm: System issue //call back not done //cmn

Issue: no query
action: na
comm: Cx has no query regarding Snapdeal


Issue: incomplete query
action: NA
comm: cx drop the call// Call back done cx not answer the call

Issue: na
Action: na
comm: cx drop the call//cmn

Issue: no responce
Action: Call back
comm: no response from cx side// after giving 3 warnings, call transfer from my end//Call back done cx not answer the call//cmn

Issue: language barrier
Action: Guide cx to only hindi // english // tamil and telgue is available
comm: ask cx to raise the call back req on his/her Language preference

**** language barrier call transfer *****

Issue: language barrier
Action: call transfer cx preference Language
comm:- call transfer cx preference Language

*****PRODUCT INFO*****
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed// cmn

*****FRAUD CALL*****
Issue: Customer reported refund fraud by app download
Action: Feedback taken
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn

*****Account Delete*****
Issue: cx want to delete snapdeal account
Action: info shared
comm:- guide cx steps how to delete snapdeal account


***** product info // cx got voucher ****

Issue - cx got voucher from snapdeal // from seller end
Action - ask to codinate with given number showing in voucher
comm- guide not to share bank or any confidental details


**** cod blocked // product info ****

Issue - cx said i am not able to place order through cod or sd credit
Action - info shared // apolgy done // ask to place order through prepaid mode


*****ADDRESS CHANGE*****
Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order
comm: shared can not change the address//also guide to co-ordinate with courier boy//cmn


**** Address change **** // before shipped

Issue: cx wants to change the delivery address//shipped state
Action: info shared// guide cx to change through app //

*********Pending for Verification ***********

Pending For Verification (Within TAT) // ovs call

Issue: order not verify//pending for verification
Action: info shared
comm: apology done//order verified//cmn

****Within SLA Before Dispatch*****

Issue: cx want to know about the order status
Action: info shared to cx regarding order status // address confirm with pincode //
communication: Shared promised dispatch dates and promised delivery date last one //once order will be shipped, you will get the tracking details// cmn

*****Within SLA After Dispatch*****

Issue: cx want to know about the order status
Action: Info shared regarding order status // AWB SMS shared // address confirm with pincode //
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

*****Specific Delivery Request*****

Issue: Specific Delivery Request
Action: specific date mentioned// Info shared // address confirm with pincode //
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn


*****Item Stuck at one location*****

Issue: Order stuck at one location
Action: complaint raised//Info shared regarding order status // address confirm with pincode //
comm: apology done//tat shared asap for update//shared the promised delivery date last one //Courier partner name shared on call //cmn

*****Outside SLA Before Dispatch (Delay in Dispatch)*****
Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//Marked case origin critical escalation // address confirm with pincode //
comm: apology done//tat shared asap for update//shared order delivery details //cmn


*****Outside SLA After Dispatch (Delay in Delivery)*****

Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//Marked case origin critical escalation // address confirm with pincode //
comm: apology done//shared the order delivery details // asked cx to wait for the order delivery// will try to deliver the cx order asap// cmn


*****Outside SLA (Delay in both Dispatch and Delivery)*****

Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised//Marked case origin critical escalation // address confirm with pincode //
comm: apology done//ask cx to wait for the delivery of the order //cmn


*****First Time OFD*****
Issue: cx want to know about the delivery of the product//Status- OFD
Action: AWB number sms sent // address confirm with pincode //
communication: ask cx to wait till 9 PM//Courier boy number shared through sms// Courier partner name shared //cx agreed// cmn

*****UD*****
Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified// Marked case origin critical escalation
communication: apology done//rescheduled delivery// address confirm with pincode // tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Alternate Landmark-


*****OFD After UD*****
Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//address verified// AWB number SMS shared//Marked case origin critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///cmn

*****RTO*****
Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared
comm: shared the UD reason with cx//apology done//ask cx to place a new order// cmn

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order
comm: shared the UD reason with cx//apology done//


*****Cancellation*****

Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared order cancelled//cmn


Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update regarding the cancellation // cmn

Issue: cx wants to cancel the order // Reason-
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn

*****Why was my order cancelled*****

Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason// ask cx to place a new order//cmn


*****PDWP*****
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken
comm: apology done//shared the delivery status//ask cx to place a new order// cmn

***RFV+COD*****
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // Status marked Pending
Comm- Apology done // TAT shared 24-48 hrs for refund // cmn

*****PREPAID********
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised// normal delivery // probabing done // cx got otp and share otp // cx email id is -
comm: apology done//shared the delivery status// tat shared 7 days for update regarding POD //cmn

**** pdwp denial *****

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: Info shared
comm: apology done// Denial given after 7 days of validation //


*****Refund*****
Cancellation in Progress:

Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- apology done //TAT shared 48 hours for update// ask cx to wait //cmn


*****Failed Transactions*****

Issue: payment deducted but order not confirmed
Action: Info shared
comm: apology done//tat shared 72 hours for auto reverse//cmn


Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised// Macro shared //
comm: apology done//asked cx to share the bank statement in pdf from //tat shared 24-48 hrs for update after receiving the bank statement // cmn

*****DTSS return complaint*****
Issue- Cx want to retrun his order //customer return reason-
Action- Asked cx to raise the return request from his end
Comm- Guide cx how he can raise the return request //DTSS followed cmn

*****DTSS return complaint(order is OFD or Shipped)
Issue- Cx want to retrun his order //customer return reason-
Action- replied on call//product is in shipped condition
Comm- info shared//apology done//as cx to wait 24 hrs for marking delivered//DTSS followed cmn

*****CATP*****
Issue: cx wants to return the product // Issue-
Action: info shared// denial given
comm: apology done//Denial given as per cx concern

*****non - returnable product *****

issue - cx want to return the product // issue -
Action Taken- return req raised//Info shared//apology done//macro shared // ask to share product images //also guide to pack the parcel in original packing// cmn

Issue: cx wants to return the product // Issue-
Action: info shared// denial given
comm: apology done//Denial given as per cx concern

Issue: cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared
comm: info shared//denial given for return//CMN


*****(UD,RTO,cancelled)*******

Issue- Cx want to retrun his order //customer return reason-
Action- replied on call//macro sent(image requested general)//product is UD marked
Comm- info shared//apology done//ask cx to share product image, brand packaging, invoice copy//cmn
*******************************RETURN***********************************************************

**** RPU initiated on the same time ****

# issue - Issue: cx wants to know return the product // reason -
Action Taken- apology done// shared the courier partner name//RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing// cmn

**** RPU not initiated on the same time ****

# issue - Issue: cx wants to know return the product // reason -
Action Taken-return req raised//Info shared//apology done//tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing// cmn

**** 24 Hrs Breached as till DSPD not marked ****

Issue - Issue: cx wants to know return the product // reason -
Action Taken- apology done//NPR filled
Comm-apology done//shared the courier partner name//RPI initiated//tat shared 24 hours for update// also guide to pack the parcel in original packing// cmn

**** manual history check ****

Issue - cx want to return the product // reason -
Action - info shared // in return flow na showing // ask to wait for 24-48 hrs //

*****Pick up Reschedule*****
Issue: cx wants to know the complaint status(return case)
Action: Info shared // NPR filled Pick up address confirmed
comm: apology done // pickup reschedule // NPR form fill // tat shared 2-3 days for pickup//shared the courier partner name // also guide to pack the parcel in original packing// cmn

*****Out for pick up first time*****
Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 PM
comm: apology done//shared the courier partner name//also guide to pack the parcel in original packing// cmn

*****Out for pick up 2nd time*****
Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 PM // NPR form fill //
comm: apology done//shared the courier partner name//also guide to pack the parcel in original packing// cmn

*****APUC case for other state*****
Issue: product already picked up but not updated(APUC case)
Action: NPR form fill // APUC marked//asked cx to share the pick up boy name and pick up boy no
comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn
date -
time -

*****APUC case // 72 hrs breach *****
Issue: Product already picked up but not updated(APUC case)
Action: NPR FORM FILL // info shared // check other ticket of same others // check in notes
comm: apology done//tat shared 24-48 hours for update//ask cx to wait // cmn

*****APUC case for Rajasthan state*****
Issue: product already picked up but not updated(APUC case)
Action: NPR form fill(product retain)//ask cx to coordinate with courier boy
comm: apology done//cmn

*****Pick up retain // cancellation*****
Issue- Cx want to cancel the pick up request
Action- // Return request closed // Asked cx to share the reason
Comm- Informed cx that return request is closed //Status will be: closed //cmn


***** Denial given(Pick up retain)*****

Issue- Cx want to return the product
Action- // Return request closed // cx change his voc // d showing in kapture // denial given // pickup not attempted //
comm -feedback taken // Status will be: closed //cmn


**** QCF SENARIO // RETAIN // ****
Issue: cx wants to know the complaint status(return case)
Action: Info shared // cx change voc // this complain closed // create new ticket // work on this ticket -


**** pickup denial ******

Issue: cx wants to know the complaint status(return case)
Action: Info shared // cx change his voc // green ic to red ic // denial given
comm - feedback taken // apology done // cx not agree call transfer to ed desk



*****One or more item is missing shipped together*****

Issue: One or more item is missing shipped together case//got only 1 item
Action: info shared // Macro shared // ask cx to share the undertaking form //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail //
Comm: apology done //


***** shipped together details received *****

Issue: One or more item is missing shipped together case//got only 1 item
Action: info shared // validation done // stage marked approved for refund
comm - share tat of 24-48 hrs //cmn


*****RPI Denial*****
Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared // apology done// denial given // D showing in return flow in kapture



*****Item Defective (Service centre)*****

Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Macro shared
Comm- Refer cx to service centre as the order is on brand warranty// cx agree // cmn


Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Transfer call to senior as the brand is not available on brand list
Comm- Apology done // asked cx to co-ordinate with the senior regarding the complaint// CMN

********************************REFUND************************************************************
*****SD credit ******

Issue - Cx want to know his refund status
Action - Info shared // initiate date -
Comm- apology done// asked cx to check on his end refund is already initiated on Snapdeal credit// Benefits shared //cmn


*****SD credit ******

Issue - Cx want to know his refund status
Action - Info shared // cx not agree // call transfer to ed desk

*****SD Reversal EOD*****
Issue- Cx want to know his refund status // SD Reversal case
Action- Info shared // Macro shared // EOD filled
Comm- Apology done // TAT shared of 8 working days for reflection //cx agreed // cmn

****UPI *****

Issue - Cx want to know his refund status
Action - Info shared // initiate date -
Comm- apology done// asked cx to check on his end refund is already initiated on UPI Account //cmn

****Bank ******

Issue - Cx want to know his refund status
Action - Info shared // initiate date -
Comm- apology done// asked cx to check on his end refund is already initiated on UPI Account //cmn

*** upi ****
Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 3-4 days (UPI offline refund ) utr is not genrated
comm: apology done//ask cx to wait//cx agree// cmn


*** upi ****
Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 24-48 hrs (UPI offline refund ) utr is not genrated
comm: apology done//ask cx to wait//cx agree// cmn


**** PUC Marked ****

Issue- cx want to know his refund status
Action- Info shared // notes check // puc marked
Comm- TAT shared 24-48 hours for approval // apology done

*****CCA Marked *****
Issue- cx want to know his refund status
Action- Info shared // CCA marked // guide cx to update details on app // macro shared providing neft
Comm- TAT shared 24 hours for update // apology done

*****CCA EOD*****

Issue- Cx want to know his refund status// CCA Marked
Action - Info shared // EOD filled // Macro shared
Comm- TAT shared of 6 days for reflection// cx agreed // cmn
******************************************************************************************************************************************
*****Invoice*****
Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed// cmn


Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update// cmn
cx mail id -


***********************************empty parcel***********************************

Issue: cx got the empty parcel
Action: macro shared(Undertaking)
comm: apology done//ask cx to share the undertaking form //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail //tat shared 72 hrs for update after receiving the required details // cmn
weight -
condition -
pod remarks -
video -
inside the parcel cx got -

******Details Received**************

cx got the empty parcel //
Action: info shared // details received
comm: apology done// disposition - awaiting refund confirmation // stage - approved for
refund


**** rajasthan cx empty parcel ****

Issue: cx got the empty parcel // rajasthan cx //
Action - info shared // denial share // apology done // feedback taken
comm - cx not agree call transfer to ed desk

****courier boy charges extra amount ***

issue - Courier boy charges extra amount of the product
action- info shared // PROBABING DONE // ASK FOR PROFF // macro shared // ask to share proff
comm- tat shared 24 to 48 hours for update //


****courier boy charges extra amount ***

issue - Courier boy charges extra amount of the product
action- info shared // PROBABING DONE //
comm- tat shared 24 to 48 hours for update //


******Multiple Sub orders***********

Issue: Product already picked up but pick up not updated(Multiple Sub orders
Action: RL filled// info shared//pick up with this sub id -
comm: apology done//tat shared 24-48 hours for update//ask cx to wait // cmn
sub order id -
awb no. -
pickup type -


***** sexual wellness product *****

issue - cx has issue in sexual wellness product
Action - info shared // macro shared // ask cx to share the undertaking form //asked cx to share the photos of the invoice, Snapdeal inner and outer packaging on the same mail //
comm - apology done //

Notes
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issue-cx wants to know about the pdwp
action- info shared
comm- tat shared of 7 days for investigation.