Notes

write your own communication.

***SHORT CALLS****

Call Dropped // call back done


Issue: not connected

Issue: no query



Issue: incomplete query
action: na



Issue: na
Action: na



Issue: no ringing
Action: na




Issue: no ringing
Action: na



Issue: language barrier
Action: guide for call back in prefer language




*****ORDER STATUS*******

Issue: cx want to know about the order status
Action: dd sms sent





Issue: cx want to know about the order status
Action: info shared



Issue: cx want to know about the order status
Action: info shared






Issue: Order stuck @one location
Action: complaint raised//tat shared 24-48 hours for update






Issue: Order late beyond promised date(Shipped case)
Action: complaint raised





Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//tat shared 24-48 hours for update








Issue: Specific Request
Action: specific date mentioned//dd sms sent






Issue: order not verify//pending for verification
Action: info shared





*******CANCEL REQUEST*******
1

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product// money issue// due to late delivery// due to bad experience with previous product
Action: request taken



2

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken


3

Issue: cx wants to cancel the order //high price// cx not available// placed order by mistake// do not need the product//shipped state
Action: request taken



********UD CASE*********

Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified





Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR not filled//address verified





Issue: cx want to know about the order status//UD marked//out of delivery area
Action: ask cx for self pick up



Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified




Issue: cx want to know about the order status //UD marked//order is ofd
Action: complaint raised//address verified//


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

Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order




Issue: cx wants to change the delivery address
Action: info shared




Issue: cx wants to change the delivery address//bill generated
Action: info shared//ask cx to place a new order





issue: cx wants to change the number
action: denial given//alternate no. mentioned:



**************RETURN REQUEST**************

Issue: cx want to return the product//
Action: return req raised//




Issue: cx want to return the product//
Action: self serve // sms Send
comm



Issue: cx want to return the product//
Action: return req raised//tat shared 2-3 days for pickup





Issue: cx want to return the product //
Action: return req raised//tat shared 24 hrs for update




Issue: shipped together case//got only 1 item
action: Return Request raised





Issue: cx wants to know the complaint status(return case)
Action: RL filled// tat shared 2-3 days for pickup





Issue: cx wants to know the complaint status(return case)
Action: RL not filled// tat shared 2-3 days for pickup // mail marked





Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till end of the day





Issue: product already picked up but not updated(multiple suborder)
Action: suborder filled in RL//
suborder picked up-




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

Pickup Team -
Pickup FE no.-
Pickup Date-


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

Pickup Team -
Pickup FE no.-
Pickup Date-




Issue: cx wants to return the product(manual case)
Action: macro shared//Ask cx to share the product within 5 days via national courier//



Issue: cx wants to return the product(manual case)
Action: address filled in Address



Issue: cx wants to return the product(manual case)
Action: 48 hour tat shared






Issue: cx got the empty parcel(amount is less than 500rs.)
Action: info shared


Issue: cx got the empty parcel(amount is B/W 500-1000 rs.)
Action: macro and sms shared




Issue: cx got the empty parcel(amount is more than 1000rs)
Action: macro shared


**********OFD*************

Issue: cx want to know about the delivery of the product//OFD
Action: sms sent


Issue: cx want to know about the delivery of the product//OFD
Action: info shared


Issue: cx want to know about the delivery of the product//OFD
Action: info shared



*************OFD after UD*************


Issue: cx want to know about the delivery of the product//OFD
Action: info shared///address verified

************REFUND*************


Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent//macro shared



cx want to know about the refund// ask cx to check RVF


issue- refund pending
action- 24-48 hours



Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent



Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent


Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7 working days(UPI)


Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days(credit card )



Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days( debit card)




Issue: cx want to know about the refund
Action: macro shared//tat shared 24-48 hours for update


**********FRAUD CALL**************

Issue: Customer reported refund fraud by app download
Action: macro shared//mail id confirmed



Issue: lucky draw call received by customer
Action: macro shared//mail id confirmed

************PAYMENT ISSUE************

Issue: payment deducted,order not confirmed
Action: tat shared 72 hours





Issue: payment deducted,order not confirmed//tat breached
Action: complaint raised//stage selected (escalated to refund team)



**********CANCELLED ORDER*************

Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification




Issue: cx wants to know why order cancelled
Action: info shared


Issue: cx wants to know why order cancelled
Action: info shared

***********RTO**************

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order



************PDWP**********

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken



Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised // 48 hours




Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised




Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 7-10 days for update



***************CATP************

Issue: cx wants to return the product as product is---(CATP)
Action: info shared




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


*************PRODUCT INFO**************

Issue: cx wants to know about the product
Action: info shared






Issue: how to use promocode
Action: info shared



ISSUE: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared





Issue: invoice related issue
Action: email id confirmed//mail shared



issue; cx wants the order again
action: sales sms sent




issue- cx want to know refund status
action- CIP (stuck) (48 hour)


issue- cx want to know refund status
action- CIP (stuck)



issue- cx want to know complaint status //
action- soft denial // mail marked for images //




issue- cx want to know complaint status (RPI denial )
action- denial given //



issue- cx want to know about cashback related
action- info shared


ileads access
http://172.31.32.242

workspace
http://172.16.211.113/WDE/publish.htm

high ageing case / senior call / critical
https://docs.google.com/spreadsheets/d/1FAF0pfGsK8Ebpyh_GX3HtGFkSJEHdod6B4ZwVvdesXU/edit#gid=862857355

PDWP
https://docs.google.com/forms/d/e/1FAIpQLSch62PhRYyHCb0D24UDzWSwBse_0-x8hWi5e12N90aU9YFWeQ/viewform?usp=sf_link

Service Center form : https://docs.google.com/forms/d/1QWD69bb9FTqecp1b7mdOiLppRJ4AuQcqjw5ptevOFxc/viewform?edit_requested=true#settings




issue- voice is not coming


Issue: cx want to know about the refund//
Action: info shared

Issue: na
Action: na


issue- na
action- na


Issue :- manual return case
Action:- mail send







Under taking form

1)To whom was the shipment delivered?SelfFamily MemberNeighbourSecurity GuardAny Other __________________________________
2)Condition of Outer package (Polybag/Carton) at the time of delivery?(a)Was the Outer packaging (Polybag/Carton) intact at the time of delivery?YesNo(b)If No, then please let us know the issues in packaging?Outer/ safety packaging having snapdeal mark/ logo were missing.Cut mark on the packing.Any other type of tape (apart from Snapdeal) was found on the packaging.Packaging was already opened.Packaging was damaged.Any other __________________________________________3)Was the inner (Brand Box) packet intact before opening the box?YesNo(a)If No, then please select to let us know the issues in Inner (Brand box) packaging?Brand Box was damaged.Cut mark on Brand Box.Cut mark on the seal.Seal was tampered.4)Any other Remarks/Feedback?



Name- / s/o // order name // date // place // order id // signature