Notes
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--- Call Not Connected --- Tried 3 Times ---
www.niro.money.com
My old Notes : Old Notes : https://notes.io/Ykmj
PDWP Form :
https://docs.google.com/forms/d/e/1FAIpQLSch62PhRYyHCb0D24UDzWSwBse_0-x8hWi5e12N90aU9YFWeQ/viewform?usp=sf_link
OVS Login : https://ovs.snapdeal.com/
All In One : Senior Calls / Pick up Address Change
https://docs.google.com/spreadsheets/d/1FAF0pfGsK8Ebpyh_GX3HtGFkSJEHdod6B4ZwVvdesXU/edit#gid=1010207416
Service Center form : https://docs.google.com/forms/d/1QWD69bb9FTqecp1b7mdOiLppRJ4AuQcqjw5ptevOFxc/viewform?edit_requested=true#settings
Genesys installation Link :
http://172.16.211.113/WDE/publish.htm
Pulse Link :
http://172.16.211.116:9090/pulse/plugins/pulse/#/
[email protected]
Empty Parcel Image, Snapdeal Brand Packaging, Invoice Copy, ID Proof
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the order status. ( PDD )
Action : DD sms sent.
Comm : Shared pdd, ddr, Tracking Details and Courier Partner Name Shared.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the order status. ( PDD )
Action : Info shared.
Comm : Shared pdd, ddr, Tracking Details sent on Registered mail ID, and Courier Partner Name Shared.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the Order Status. ( PDD - Non Shipped )
Action : Info shared.
Comm : Shared pdd, ddr, Once order will be Shipped, you will get the Tracking Details.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the Delivery of the product, ( OFD )
Action : SMS sent.
comm : Ask Cx to wait till 9pm, FE number shared.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the order status. ( UD marked - Order is OFD )
Action : Complaint already Raised, Address verified.
Comm : Apology Done, Ask Cx to wait till end of the day, Courier Partner Name also shared.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the Order status, UD marked : ( Miscellaneous and Shipper delay Case )
Action : Complaint Raised, FNDR not filled, Address verified.
Comm : Apology Done, TAT shared 24 hours for Updates.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know About the order status, UD marked : ( Out of Delivery Area )
Action : Complaint Raised, FNDR not filled.
Comm : Apology Done, TAT shared 24-48 hours for update.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Specific Request, Cx want Urgent Delivery.
Action : Specific Date Mentioned, dd sms sent. ( )
Comm : Shared pdd, ddr, Tracking Details. Shared will Try to Deliver the Order Asap.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Refund not Received. ( CIP Case )
Action : Info shared and complaint taken.
Comm : TAT shared 24/48 hrs for updates.
---- Senior Call Done ---- Genesys ID : 50145
Issue- Cx want to know the Refund Status : (CIP marked )
Action- Info shared : (Escalated to Tech Team )
Comm- Apology done, TAT shared 8 days for update, ask cx to wait.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know Refund status : ( CCA Marked )
Action : Info shared as per Complaint status.
Comm : TAT shared 24 hours for update, Apology Done.
---- Senior Call Done ---- Genesys ID : 50145
Issue : cx want to know Refund status : ( CCA Marked )
Action : Info shared, ( NEFT went on hold )
Comm : Apology Done, TAT shared 5 Days for update, Ask cx to wait.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Order Not verify : ( Pending for Verification )
Action : Info shared.
Comm : Apology Done, TAT shared 24 hours for Verification call.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to Cancel the Order. ( )
Action : Info shared, Request taken.
Comm : Ask to Co-Ordinate with Courier Boy and Also guide for Door step Refusal.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Order late Beyond Promised Date ( Shipped Case )
Action : Complaint Raised.
Comm : Apology Done, Shared the pdd, ddr, Tracking Details, Ask to wait.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Order late Beyond Promised date : ( Non-Shipped Case )
Action : Complaint Raised, TAT shared 24-48 hours for Update.
Comm : Apology Done, Shared the pdd, ddr, Ask to wait
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know the Complaint status. ( RPI Denied )
Action : Info shared as per status.
Comm : RPI Denied, Proper Denial given.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Invoice related issue. ( )
Action : Asked Cx to share Email ID, Request taken.
Comm : Info shared, TAT shared 24/48 hours for updates.
Cx mail id :
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to Return the Product without Any issue - Same product : ( Non - Returnable Item )
Action : Info shared as per Returnable Policy.
Comm : Non - Returnable Item, Proper Denial Given for Return.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the Delivery of the Product. ( RTO Marked )
Action : Info shared, Ask Cx to Place a New Order.
Comm : Shared the UD Reason with Cx, Apology Done.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the Delivery of the Product - RTO Marked : ( Prepaid )
Action : Info shared, Ask Cx to Place a New Order.
Comm : Shared the UD Reason with Cx, Apology Done. TAT shared 24-48 hours for Refund updates. Ask to wait.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Status Shows Delivered but Cx Didn’t Receive the Product : ( PDWP )
Action : Complaint Raised. ( OTP Verified Delivery )
Comm : Apology Done, shared the delivery status, TAT shared 24-48 hours for update.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Status shows Delivered but Cx Didn’t Receive the Product : ( PDWP )
Action : Complaint Raised, ( Normal Delivery )
Comm : Apology done, Shared the Delivery Status, TAT shared 7 days for update and for POD
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx got the Empty Parcel : ( Amount is less than Rs. 500/- )
Action : Complaint taken. Macro shared.
Comm : Apology Done, Ask to share Required Documents. TAT shared 7 days for update.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to Return the Product. ( )
Action : Return Request Raised, TAT shared 24/48 hrs for updates.
Comm : Apology Done, RPI Not initiated, Also guide to pack the parcel in original Packing.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to Replace the Product. ( )
Action : Replacement Request Raised, TAT shared 24/48 hrs for Pick up updates.
Comm : Apology Done, RPI not Initiated, Also guide to pack the Parcel in original packing.
TAT shared 4/7 days for Replacement.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to Know the complaint status.
Action : Return Request already Raised, TAT shared 24/48 hrs for Pick up.
Comm : Apology Done, Also guide to pack the parcel in original packing.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Order not verify, Pending for verification.
Action : Info shared.
Comm : Apology done, TAT shared 24 hours for Verification call.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know the Product Details.
Action : Info shared.
Comm : Info shared as per Product Description.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to Change the Delivery Address.
Action : Info shared, AsK Cx to share the New Address.
Comm : Shared Address Changed.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to Change the Delivery Address : ( Shipped Condition )
Action : Info shared, Ask cx to place a New Order.
Comm : Shared can not change the Address, Also guide to co-ordinate with courier Executive.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to Change the Delivery Address : ( Bill Generated )
Action : Info shared, Ask Cx to place a new Order.
Comm : Shared can not change the address.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Refund not Received. ( Snapdeal Credits Refunded )
Action : Info shared as per complaint status. initiate Date :
Comm : Refund already Initiated in Snapdeal Credits, Ask to check.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Refund Initiated in Snapdeal Credits : ( Why In Snapdeal Credits ) - Cx Want Refund In Bank Account.
Action : Info shared as per Refund status.
Comm : Apology Done, Refund already Initiated In Snapdeal Credits, Denial Given For Bank Refund. Ask to use.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Refund not Received. ( UPI Refunded )
Action : Info shared as per complaint status.
Comm : Refund already Initiated in UPI, tat shared 7 working days.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Refund Not Received. ( CCA Marked )
Action : Info shared as per complaint status. Macro shared.
Comm : CCA Marked, Ask to share Bank details. TAT shared 24 hrs for updates.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Shipped Together Case. ( Refund Not Received )
Action : Info shared as per Status. Complaint Taken.
Comm : Info shared, TAT shared 24-48 hrs for updates. Ask to wait.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to know why order Cancelled : ( Prepaid )
Action : Complaint Taken.
Comm : Apology Done, Shared the Cancellation Reason, TAT shared 24/48 hrs for Refund updates.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know about the order Status. ( UD marked )
Action : Complaint Raised, FNDR filled, Address verified.
Comm : Apology Done, Rescheduled Delivery, TAT shared 24 hours for Delivery Re-attempt.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to Return the Product. ( Pick up Issue )
Action : Return Complaint Raised, TAT shared 2-3 days for Pick Up. Macro shared.
Comm : Apology Done, Shared the Courier Partner Name, Ask to share Product Images,
Also guide to pack the parcel in original packing.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to know the Complaint status : ( Out for Pick up )
Action : Info shared as per Complaint Status, Ask to wait till end of the Day.
Comm : Apology Done, Shared the Courier Partner Name, Also guide to Pack the Parcel in Original Packing.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx want to know the Complaint status. ( Pick up Not Initiated )
Action : Info shared as per Complaint status. Macro shared.
Comm : Ask to share Product Images, TAT shared 24 hrs for Team updates. Also guide to pack the parcel in original packing.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to know the Complaint Status : ( Complaint status )
Action : Return Request already Raised, TAT shared 24/48 hrs for Pick Up.
Comm : Apology Done, Shared the Complaint Status, Shared the Courier Partner Name, Also guide to pack the parcel in Original Packing.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Status shows Delivered but I Didn’t Receive it : ( PDWP )
Action : Complaint already Raised.
Comm : Apology Done, Shared the Delivery Status, TAT Shared 24/48 hrs - 7 Day for Update.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Product Already Picked up but Not updated : ( APUC Case )
Action : RL filled, APUC marked.
Comm : Apology Done, TAT Shared 72 hours for update.
Pick up Executive Number :
Pick up Courier Partner :
Pick up Date :
---- Senior Call Done ---- Genesys ID : 50145
Issue : Payment Deducted but Order Not confirmed.
Action : TAT shared 72 hours.
Comm : Apology Done, TAT shared 72 hours for Amount Auto-Reverse.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Cx wants to Return the Product : ( Manual Case )
Action : Macro shared, Ask Cx to share the Product via National Courier.
Comm : Share Courier Receipt, Ask to send Product Manually.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Manual Pick up Done : ( Manual Case ) - ( Refund Not Received )
Action : Info shared as per Complaint status.
Comm : Ask to share Courier POD, Product Shows Delivered at Location -
Courier Receipt :
---- Senior Call Done ---- Genesys ID : 50145
Issue : Received Defective Product : Pick up not Done : ( Connectivity Issue, Charging Issue, Voice Issue, One side Earbud Not Working )
Action : Info shared as per Complaint Status.
Comm : Refer to Service Center, Ask to Co-ordinate with Cx Care Number.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Failed in Progress : Refund Not Received.
Action : Info shared.
Comm : Failed Transaction, TAT shared 72 hrs for Reverse the amount.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Failed in Progress : Refund Not Received.
Action : Complaint Taken, TAT shared 24/48 hrs.
Comm : Failed Transaction, Escalate to Refund Team, Ask to wait for Team updates.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Failed in Progress : Refund Not Received.
Action : Complaint already Taken, Macro shared.
Comm : Failed Transaction, Ask to share Bank Statement and Ask to wait for updates.
---- Senior Call Done ---- Genesys ID : 50145
Issue : Refund Not Received - ( Refunded )
Action : Info shared as per Refund Status.
Comm : Refund already Initiated, Reflection TAT breach, Ask to share Bank Statement. Ask to wait for Updates.
---- Senior Call Done ---- Genesys ID : 50145
Issue : ( PUC Marked Date - 31/08/2023 ) - Refund Not Received.
Action : Info shared as per complaint status.
Comm : PUC Marked @ 31/08/2023, TAT shared 48 hrs for updates, Ask to wait. Cx agreed.
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