Notes

NPR Script.

Script for Validation of RLCW cases

Sir/Ma’m, this is confirmation call from Snapdeal for pickup of your shipment ( ).
1. NPR_Retain/ Customer Does not want to return the product – As per courier’s update, you have denied for retuning the shipment, is it correct?
Customer says Yes- Ok, Sir/M’am, we are cancelling your pickup request at our end.
Customer says No- Ok, Sir/ M’am, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.

2. NPR_RESCHEDULE/ Customer asked for Delay Pickup – As per the courier person you had asked for delayed pick up. So when do you want pick up to be arranged?
 If customer says I haven’t delayed pickup – Sorry for the inconvenience, we are arranging pickup within 2 and please keep the product ready with the original brand packaging and MRP tag in tact
-> If Customer says Yes, I have delayed the pickup
a. If Customer wants to rescheduled the pickup within 2 days – we are arranging pickup within 2 and please keep the product ready with the original brand packaging and MRP tag in tact
b. If Customer wants pickup after 2 days – Sorry we can’t delay the pickup for long time, we request you to register the complaint again once you’ll be available, till that time we are closing this pickup request.
3. NPR_NOT_DEL/Shipment is not Delivered to customer- As per the courier’s update, you haven’t received the delivery of your product. Is it correct?
 If Customer says I have the shipment with me / I want to return – we are arranging pickup within 2 day and please keep the product ready with the original brand packaging and MRP tag in tact
 If Customer says I haven’t received the shipment yet - We are cancelling the pickup request.

4. NPR_NON_CONTACT/Customer is not contactable – As per courier’s update, they tried calling you however you were not contactable.
-> If Customer says I haven’t received any call from the courier guy- Ok Sir/ M’am, we are arranging pickup within 2 days and please keep the product ready with the original brand packaging and MRP tag in tact
-> If Customer says I have received a call from the courier guy – Ok Sir/Madam, we are arranging pickup within 2 days and please keep the product ready with the original brand packaging and MRP tag in tact

5. NPR_NOT_AVAILABLE/ Customer is not Available :- As per the courier’s update, they had tried to arrange pickup however you were not available at your registered address. Is it correct?
a. Customer is not available / Customer is not available at given address-
 If Customer says Yes- we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact
 If Customer asked to schedule the pickup after 2 days- We are cancelling your pickup request. Please register a request again once you’ll be available.
 If Customer says No- Ok we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact
b. No Such person at given address – Confirm the address .
 If Customer confirms the same address- Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact
 If Customer needs to change the address- Update new address . Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.

c. Customer is out of Station- As per courier update, You are out of town so when you’ll be available at your address.
 If Customer asks to schedule pickup within 2 days- Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.
 If Customer asks to schedule pickup after 2 days- We are cancelling your pickup request. Please register a request again once you’ll be available.

d. Customer is out of station for long/extended duration- As per courier update, You are out of town so when you’ll be available at your address.
 If Customer ask to schedule pickup within 2 days- Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact
 If Customer ask to schedule pickup after 2 days- We are cancelling your pickup request. Please register a request again once you’ll be available.

6. NPR_NOT_READY/Shipment is not ready – As per the courier update , your shipment was not packed . Is It correct?
 If Customer says Yes -Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact
 If Customer says No- Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.

7. NPR_AI / Customer asked for pickup from another place/Address issues – As per the courier update you want to change the pickup address so please confirm us your new address.
 If Customer says yes- Confirm and update the new address . Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.
 If Customer says No- Ok, Confirm the existing address and update. Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.

8. NPR_MISC/Customer wants hand to hand replacement/refund- As per the courier update, you want H2H replacement /refund for your product. Is it correct?
 If Customer says Yes- Inform the customer that as per the returns policy, he has to return the shipment first then we’ll process replacement/refund as per the requirement. we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact
 If Customer says No- Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact

9. NPR_NSZ/Non serviceable location- As per the courier update our pickup facility is not available at your address , we request you to send the shipment through some local courier and we’ll reimburse the courier charges. Fill out the return form that we have sent you . Enclose the form along with the product in original packaging . Once we receive the original item, we will do quality checks within 2 days and initiate refund/replacement.
-> If Customer agrees – Update the same .
-> If Customer does not agree- Sorry sir/madam, we do not have pickup facility in your location. Still we are informing our team and they will get back to you.

10. NPR_QCF/QCF (Quality Check Fail) –
a. MRP tag / Brand Box or both not available- As per the courier update, you are not having MRP tag/Brand box. Is it correct?
 If customer says yes- Sorry Sir/Madam we can’t arrange pickup without MRP tag/Brand box. Please arrange for the same first and then we will arrange pick up
 If Customer says No - confirm if customer has MRP tag AND brand box , If yes, say - Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.
 If Customer says I haven’t received the same at delivery time - Ok, we are informing our team and they will get back to you.

b. Product mismatch / Issue category not matching- confirm the product name and what product does the customer want to return.
c. If issue category is wrong product delivered / I didn’t get what I ordered / I received a different item - we’ll arrange pickup. Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.
d. If issue category is other than the mentioned above - Sorry , we can’t arrange pickup for this product as the reason for your complaint is not matching with the product which you are trying to return.
11. NPR_PICKED_UP/PICKUP ALREADY DONE THROUGH OTHER COURIER:- As per courier’s update, you have already sent you shipment back to Snapdeal. Is it correct?

 If Customer says Yes I have sent the shipment - Confirm the courier name and AWB number and also ask the customer if he has shared the pickup slip with Snapdeal, if not inform the procedure to customer for sharing the pickup slip.
 If Customer says I haven’t send the shipment yet- Ok , Ok, we are arranging pickup within 2 days through Snapdeal couriers , and please keep the product ready with the original brand packaging and MRP tag in tact.