Notes

Process Tagging.
##### order verification ###
VOC: Where is My Order?
L1: What is my order status?
L2: Want to get my order verified

Status: Closed

#### Within SLA ####
VOC: Where is My Order?
L1: What is my order status?
L2: Want to know delivery details
Status: Closed

##### Urgent delivery/ Specific Delivery #####
VOC: Where is My Order?
L1: Specific Delivery Request
L2: NA
Status: Closed

####### Order is Late Beyond #####
VOC: Where is My Order?
L1: What is my order status?
L2: Order is late/beyond promised date
Status: Open

###### RTO Case #######
VOC: Where is My Order?
L1: Courier related issue
L2: RTOed order complaint
Status: Closed

######### Item Stuck At one Location ####
VOC: Where is My Order?
L1: What is my order status?
L2: Item Stuck at one location.
Status: Open

######## Undelivered case (UD) ######
VOC: Where is My Order?
L1: Courier related issue
L2: Status shows undelivered but delivery not attempted
Status: Open

##### Product Delivered to wrong place (COD) #######
VOC: Where is My Order?
L1: Courier related issue
L2: Status shows delivered but I didn’t receive it
Status: Closed

##### Product Delivered to wrong place (Prepaid) #######
VOC: Where is My Order?
L1: Courier related issue
L2: Status shows delivered but I didn’t receive it
Status: Open

###### Out for Delivery (Tagging would be done only once if order was marked OFD) #####
VOC: Where is My Order?
L1: Courier related issue
L2: Package is "out for delivery" but I didn't receive it
Status: Closed

####### Order Cancellation #######
VOC: I want to Cancel my Order
L1: I am not able to cancel the item
L2: NA
Status: Closed

##### Why my order cancelled ######
VOC: Why was my order cancelled
L1: Others
L2: NA
Status: Closed

######### Courier Boy Misbehaved ######
VOC: Where is My Order?
L1: Courier related issue
L2: Courier Boy Misbehaved
Status: Open

######## Updation/Deletion of Account ######
VOC: I have payment/ Snapdeal account related issue
L1: I need help with my Snapdeal Account
L2: Updation/Deletion of the Account
Status: Closed

####### Failed transaction (Within 72hr) #######
VOC: I have payment/ Snapdeal account related issue
L1: Payment related Issues
L2: Payment deducted, order not confirmed
Status: Closed

####### Failed transaction (After 72hr) #######
VOC: I have payment/ Snapdeal account related issue
L1: Payment related Issues
L2: Payment deducted, order not confirmed
Status: Open

######### Product and offer #######
VOC: Product and offer information
L1: Query about Product/Price
L2: NA
Status: Closed

####### Incomplete Query #####
VOC: Others
L1: Email/Call related
L2: Incomplete Query
Status: Closed

######### Item damaged #########
VOC: I want to Return/Replace my Product
L1: Item damaged
L2: NA
Status: Open

######## Shipped together #######
VOC: I want to Return/Replace my Product
L1: One or more items is missing - Shipped together
L2: NA
Status: Open

###### Defective Item ######
VOC: I want to Return/Replace my Product
L1: Item defective or doesn't work
L2: NA
Status: Open

######### Different Item ########
VOC: I want to Return/Replace my Product
L1: Didn't get what I ordered
L2: Received a different item
Status: Open

####### Used and Old #######
VOC: I want to Return/Replace my Product
L1: Didn't get what I ordered
L2: Item apears used/old
Status: Open

####### Size issue #######
VOC: I want to Return/Replace my Product
L1: It did not fit me
L2: Size too Large/Small
Status: Open

######### Did not like Design issue #####
VOC: I want to Return/Replace my Product
L1: I did not like the product
L2: Design did not look good
Status: Open

######### Did not like Colore issue #####
VOC: I want to Return/Replace my Product
L1: I did not like the product
L2: Color did not look good
Status: Open

####### Parts/accessories ######
VOC: I want to Return/Replace my Product
L1: Item(s) missing
L2: Parts/accessories missing
Status: Open.

######## Empty Parcel #####
VOC: I want to Return/Replace my Product
L1: Item(s) missing
L2: Parts/accessories missing
Status: Open.

######## Quality issue #####
VOC: I want to Return/Replace my Product
L1: Quality not as expected
L2: Product fabric is of poor quality
Status: Open


######## Same product inaccurate description #####
VOC: I want to Return/Replace my Product
L1: Same product but inaccurate description
L2: NA
Status: Open.

######## Design looks different from Image #####
VOC: I want to Return/Replace my Product
L1: Same product but inaccurate description
L2: Design looks different from Image
Status: Open

######## Product not as displayed on website #####
VOC: I want to Return/Replace my Product
L1: Same product but inaccurate description
L2: Product not as displayed on website
Status: Open.

######## Too small/ Too large #####
VOC: I want to Return/Replace my Product
L1: Too small/ Too large
L2: NA
Status: Open.

######## CATP #####
VOC: I want to Return/Replace my Product
L1: Complaint against TrustPay Policy
L2: Policy denial under Trustpay
Status: Open.

######## Refund follow up Post return ( Within SLA ) #####
VOC: Refund/replacement follow up
L1: I haven't received my refund
L2: Refund post return
Status: Closed


######## Refund follow up Post return (Outside SLA) #####
VOC: Refund/replacement follow up
L1: I haven't received my refund
L2: Refund post return
Status: Open

######## Refund follow up Post Cancellation (Within SLA) #####
VOC: Refund/replacement follow up
L1: I haven't received my refund
L2: Refund post cancellation
Status: Closed

######## Refund follow up Post Cancellation (Outside SLA) #####
VOC: Refund/replacement follow up
L1: I haven't received my refund
L2: Refund post cancellation
Status: Open