Notes

Ozonetel Link:

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

ovs pannel
http://ovs.snapdeal.com/

kapture link
https://snapdeal.kapturecrm.com/nui/login

Brand list sheet:

https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=997653441

What's new sheet:

https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280

Brand list sheet:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=997653441

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

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

***SHORT CALLS****

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


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


Issue: language barrier
Action: info shared
comm: cx want Telegu call transferred

Issue: language barrier
Action: info shared
comm: cx want Tamil// call transferred

Issue: language barrier
action: info shared
comm:cx is comfortable in kannada guided ask cx to call again when someone is available who know hindi or english
*********Pending for Verification ***********

Pending For Verification (Within TAT)

Issue: order not verify//pending for verification
Action: info shared
comm: apology done//tat shared 24 hours for call//cmn


****Within SLA Before Dispatch*****
Issue: cx want to know about the order status
Action: info shared to cx regarding order status//address confirm
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
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
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn


*****Outside SLA After Dispatch (Delay in Delivery)*****
Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
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
comm: apology done//ask cx to wait for the delivery of the order tat shared asap/cmn

*****First Time OFD*****
Issue: cx want to know about the delivery of the product//Status- OFD
Action: AWB number sms sent
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//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// 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


*****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: 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

*****ADDRESS CHANGE*****

Issue: cx wants to change the delivery address/
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




*****PDWP*****(COD)
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

*****PDWP*****(Prepaid)
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised//Case Marked Pending With SD
comm: apology done//shared the delivery status// tat shared 7 days for update regarding POD //cmn


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


Cancellation in Progress:

Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- apology done //TAT shared 24 to 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


*****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 return 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

pickup with in tat rpu
issue: return related
Action Taken- apology done// shared the courier partner name//
comm: RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing// shared the courier partner name//cmn

pickup tat breached rpu
Action Taken- apology done// shared the courier partner name//
RPI initiated//tat shared 24 hours for pickup update npr filled
// also guide to pack the parcel in original packing// cmn

*****Pick up Reschedule*****

Issue: cx wants to know the complaint status(return case)
Action: Info shared // npr filled //
comm: apology done//shared the complaint status// 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*****
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 courier partner and number//also guide to pack the parcel in original packing// cmn



*****APUC case(Rajasthan customer)

Issue- product already picked up but not updated(APUC case)
action-replied on call//denial given
comm-info shared//apology done//ask cx to coordinate with courier boy//cmn

*****APUC case*****

Issue: product already picked up but not updated(APUC case)
Action: APUC stage marked//asked cx to share the pick up Partner and pick up boy no
comm: apology done//tat shared 72 hours for update// npr filled
date:
time:

*****Pick up retain/cancellation*****

Issue- Cx want to cancel the pick up request
Action- Return request closed // Asked cx to share the reason// npr filled
Comm- Informed cx that return request is closed // cmn


*****One or more item is missing shipped together*****
#cx order 2 but cx received only 1
Action: macro shared undertaking form
comm: apology done//ask cx to fill the form and submit it from his end //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail//cmn


EMPTY PARCEL
#cx got the empty parcel
Action: macro shared undertaking form
comm: apology done//ask cx to fill the form and submit it from his end //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail // cmn


*****RPI Denial*****
Issue- cx want to know his return request status
Action- Info shared
Comm- info shared // apology done// denial given as per status shows D // cmn

Issue- cx want to know his return request status
Action- Info shared
Comm- info shared // apology done// denial given as per status shows D ///CX NOT AGREED CX WANT SENIOR CALL // CALL TRANSFERED TO SENIOR // cmn


*****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

*****CCA Marked *****
Issue- cx want to know his refund status
Action- Info shared // CCA marked//
Comm- TAT shared 24 hours for update // apology done // cmn


******PUC marked*********
Issue-cx wants to know about his refund status(PUC marked)
Action-info shared
comm-info shared//ask cx to wait 24 hrs for refund update

*****Invoice*****
Issue: invoice related issue
Action: email id confirmed//invoice shared// mail sent
comm: info shared//cx agreed// cmn


COD BLOCKED
Issue: cx wants to know about the why cod is blocked
Action: info shared
comm: ask cx to place the order from prepaid mode //cx agreed// cmn

COD BLOCKED
Issue: cx wants to know about the why cod is blocked
Action: info shared
comm: ask cx to create a new Snapdeal account //cx agreed// cmn


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




EMPTY PARCEL (RAJASTHAN CX )
ISSUE: CX GOT THE EMPTY PARCEL
ACTION: INFO SHARED
COMM: SOFT DENIAL SHARED TO CX // CX NOT AGREED // CALL TRANSFERED TO ED // CMN


CALL RELREASED AFTER 3 WARNINIG
NA
NA
3 warning given no response call released // cmn


NA
NA
3 warning given no response call released //CX PUT THE CALL ON HOLD // cmn

REFUND AFTER CCA

issue cx want to know about refund
action: info shared /mail sent
comm :ask cx to fill the details for refund on mail in link // cmn

REFUND RELATED
ISSUE: cx want to know refund STATUS
ACTION: info shared
COMM : cx received the refund

after initiation
ISSUE :CX WANT TO KNOW REFUND STATUS
ACTION : INFO SHARED
COMM : ASK CX TO WAIT 3-4 DAYS FOR REFLECTION // UPI TO UPI TAT /// CMN


ISSUE: CX WANT TO KNOW REFUND STATUS
ACTION : INFO SHARED
COMM : ASK CX TO WAIT 24 TO 48 HOURS FOR INITATION UPDATE // CMN

UTR
ISSUE: CX WANT TO KNOW REFUND STATUS
ACTION : INFO SHARED
COMM : ASK CX TO WAIT 24 TO 48 HOURS FOR UTR INITAITON // CMN

cx use unprofessional language call released 3 warming after 3 warning



issue :cx got the empty parcel
Action : info shared// macro shared
Comm : apology done//cx fill the form // ask cx to share Snapdeal packing ,invoice ,id proof//cmn

weight-no
packaging -not good
video photo-no



ISSUE:CX GOT EMPTY PARCEL
ACTION : INFO SHARED
COMM : AGENT PROBE TO CX ABOUT WEIGHT AND CX SAID CX DID NOT FEEL ANY WEIGHT WHILE TAKING THE DELIVERY AGENT GAVE SOFT DENIAL AFTER PROBING /// CX WANT SENIOR CALL // CALL TRANSFERED TO SENIOR // CMN




return related
issue: return related
action: info shared // mail sent
comm: ask cx to share 2-3 clear product images sd packaging images invoice images //cmn

non returnable
issue: return related
action: info shared
comm: denial shared as per non returnable policy // cmn

non returnable (images awaited)
issue: return related
action: info shared // mail sent
comm: order is non returnable // ask cx to share 2-3 clear product images sd packaging images invoice images //cmn


utr
issue: refund related
action: info shared
comm: guided cx to check the utr number in the application and check through bank statement or coordinate with bank // cmn