Notes

_rishi_ka_26
Rishika Chhetri



KAPTURE [email protected]
PASSWORD-Rishik@123
CC [email protected]
PASSWORD-IASPL25360@CO
OZONTAL-https://agent.cloudagent.ozonetel.com/home
KAPTURE-https://snapdeal.kapturecrm.com/
CCPANEL-cc.snapdeal.com
LISTING ERROR -https://docs.google.com/forms/d/e/1FAIpQLSddkkKm4ZuwvTv6alqpTs0bB946Svvw-Q5CM_SsFfeCpeHB1Q/viewform
FOLDER UPDATE-https://docs.google.com/spreadsheets/d/15zMYdUqBzvEiJHTQ3Wvy1NrTHaGOhIZkrmqdGo6tbU4/edit

************************************************************************************************************************

##EMPTY PARCEL##
Issue: cx got the empty parcel(Selling price is more than 100rs)
Action: macro shared (Empty parcel updated)
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-yes
pod-no
received-himself
tempered-no
received papers and newpaper


###VOC CHANGE###
action-cx is changing the voc from
info-denial shared//
comm-info shared//cx agreed//cx not agreed// call transfer to ed//

###VOC CHANGE###
action-cx is changing the voc from
info-denial shared//
comm-info shared//cx not agreed// call transfer to ed//

*****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


**** 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


***Rajasthan APUC ***

Issue: Product already picked up but not updated(APUC case)
Action: info shared
comm: apology done//Rajasthan cx //soft denial given//ask cx coordinate with courier boy // cmn


****Rajasthan asking UT ****

issue - cx want to know about complaint status // Rajasthan cx
action- info shared // macro shared
comm- ask to share UT Form and Aadhaar images //cx agreed //cmn

*****CCA Marked Bank details not available*******
Issue-cx wants to know about refund status//CCA marked
action-replied on call//macro sent(Providing NEFT link)
comm-info shared//ask cx to share bank details on mail//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 //

*****NO RESPONSE*****
Issue: no
Action: no
comm: no response from cx side// after giving 3 warnings, call transfer from my end//


*****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

***** 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 //


*****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


*****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 //


***** shippedtogether 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 //


Issue(Level 3 remarks)-
#
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(Level 3 remarks)-
#
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

*****Manual Case*****
Issue: cx wants to return the product(manual case)
Action: Info shared
comm: TAT shared 48 hrs for update regarding reverse pick up // CMN

*****Pick up Reschedule*****
Issue: cx wants to know the complaint status(return case)
Action: Info shared // Pick up address confirmed // cmn
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 the courier partner name//also guide to pack the parcel in original packing// cmn

*****APUC case (Order picked up on same day)*****
Issue: Product already picked up but not updated(APUC case)
Action: RL filled// info shared
comm: apology done//tat shared 24 hours for update//ask cx to wait // cmn

*****APUC case*****
Issue: product already picked up but not updated(APUC case)
Action: RL filled// 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 -

*****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: Pending with SD//cmn
cmn



**** 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

*****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-//OFD
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


*****DTSS return complaint(UD,RTO,canceled)

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

*****Outside SLA Before Dispatch (Delay in Dispatch)*****
Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//Marked case origin critical escalation
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
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
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
communication: ask cx to wait till 9 PM//Courier boy number shared through sms// Courier partner name shared //cx agreed// cmn

*****UD***** (Unable to fill the FNDR)

Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Marked severity flag as critical escalation
comm: apology done// unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile 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 severity as 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

*****RTO*****(Prepaid case)(give tat as per payment mode)
Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order//Dispostion-Pending with SD
comm: shared the UD reason with cx//apology done// TAT shared 24-48 hours for initiation// 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: 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

Issue: cx wants to cancel the order // Reason-
Action: request taken//Dispostion- Pending with SD
comm: ask to co-ordinate with courier boy and also guide for door step refusal//TAT shared 6 days for the refund initiation after refusing at door step//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//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


*****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
Did you receive the OTP from the delivery person at the time of delivery-

*****PDWP (RFV+COD)

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // Dispostion - Pending with SD
Comm- Apology done // TAT shared 24 hrs for update// cmn

*****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

Issue- cx want to know his refund status
Action- Info shared (CIP marked ) (Escalated to Tech team )
Comm- apology done //TAT shared 8 days 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

Issue - Cx want to know his refund status
Action: req already raised//macro already shared// Status- Pending with SD and stages marked Esc to PG team
communication: Bank statement received //tat shared 24-48 hrs for update //cmn