Notes

[email protected]

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

Pulse Link : http://172.16.211.116:9090/pulse/plugins/pulse/#/


Genesys ID : 50145
Issue : NA
Action : NA
Comm : Call drop cx side.

----- Call drop cx side while sharing info -----

[email protected] Hitu@123456

Empty Parcel Image, Snapdeal Brand Packaging, Invoice Copy, ID Proof

Genesys ID : 50145
Issue : Cx want to Return/Replace the order : ( Cx Received Different Item - )
Action : Sms sent.
Comm : Redirect to Self Serve. Ask to raise Complaint.

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.

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.

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.

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.

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.

Genesys ID : 50145
Issue : Refund not Received. ( CIP Case )
Action : Info shared and complaint taken.
Comm : TAT shared 24/48 hrs for updates.

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.

Issue : Cx want to know Refund status : ( CCA Marked )
Action : Info shared.
Comm : TAT shared 24 hours for update, Apology Done.

Issue : cx want to know Refund status : ( CCA Marked )
Action : Info shared, ( NEFT went on hold )
Comm : Apology Done, TAT shared 5 working Days for update, Ask cx to wait for Updates.

Genesys ID : 50145
Issue : Order Not verify : ( Pending for verification )
Action : Info shared.
Comm : Apology Done, TAT shared 24 hours for Verification call.

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.

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.

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

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.

Issue : Invoice related issue. ( )
Action : Asked Cx to share Email ID, Request taken.
Comm : Info shared, TAT shared 24 hours for updates.
Cx mail id :

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.

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.

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.

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.

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


Genesys ID : 50145
Issue : Cx got the Empty Parcel : ( Amount is less than Rs. 500/- )
Action : Complaint t aken. Macro shared.
Comm : Apology Done, Ask to share Required Documents. TAT shared 7 days for update.

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.

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.

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.

Genesys ID : 50145
Issue : Order not verify, Pending for verification.
Action : Info shared.
Comm :Apology done, TAT shared 24 hours for Verification call.

Genesys ID : 50145
Issue : Cx want to know the Product Details.
Action : Info shared.
Comm : Info shared as per Product Description.

Issue : Cx wants to Change the Delivery Address.
Action : Info shared, AsK Cx to share the New Address.
Comm : Shared Address Changed.

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.

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.

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.

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.

Genesys ID : 50145
Issue : Refund not Received.
Action : info shared as per complaint status. Macro shared.
Comm : Ask to share Bank details. TAT shared 24 hrs for updates.

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.

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.

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.

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.

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.

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.

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.

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 :

Issue : payment deducted but order not confirmed
Action : tat shared 72 hours
Comm : apology done//tat shared 72 hours for auto reverse.

Issue : Cx wants to Return the Product : ( Manual Case )
Action : Macro shared, Ask cx to share the Product within 5 days via National Courier.
Comm : Ask cx to fill the Return form, Share Courier Receipt.

Issue : Cx wants to Return the Product : ( Manual Case )
Action : RL filled, Asked cx to shared the Alternate Address.
Comm : Apology done, TAT shared 24-48 hours for update.