Notes

RONIT NEGI // [email protected] // snapdeal carrer .com //

ISSUE \ cx says that his product has been picked up today // cca not marked yet
action // asked cx to wait for 24 hours for pickup confirmation from pickup executive side // rl filled
comm // apologies done // cx agreed

issue // cca marked refund not initiated by our end
action // tat shared of 24 to 48 hours for refund initiation
comm // apologies done // cx agreed

issue // cx wants to know about his refund // initiated on //
action // info shared amount on sd credits
comm // cx agreed

issue // cx wants his order to be refunded
action // guided him to self serve // sms send
comm // cx agreed

issue // cx wants to know about his complain status // rpi denied
action // denial given
comm // apologies done

issue- cx want to know refund status
action- CIP (stuck) 1 tat shared (48 hour)
comm- ask cx to wait 48 hour // cx agreed //

issue // cx wants to know about his refund // initiated on /////// upi
action// reflextion tat shared of 7 working days for refund
comm // apologies done // cx agreed

issue // cx wants to retain his product
action// rqst taken // rl panel filled
comm // cx agreed

issue // cx wants a senior call
action // senior call arranged // tat shared of 30 min for senior call // cx phone no
comm // cx agreed // apologies done

issue // multiple suborder //
action // tat shared of 24 TO 48 hours for update // rl filled
comm // cx told product is already picked up with below suborder
suborder id //
/////////////MT//////
Issue: cx got the empty parcel(amount is <=1000)
Action: macro shared
comm: apology done//ask cx to share the undertaking form//tat shared 7 days for update//
also Id Proof // Snapdeal Packaging // invoice

Issue: cx got the empty parcel(amount is less than 500 rs.)
Action: info shared
comm: apology done//tat shared 7 days for update//

Issue: cx got the empty parcel(amount is more than 500 rs and less than 1000
Action: asked cx to fill empty parcel digital form macro shared with cx
comm: apology done//tat shared 7 days for update//


Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken//refund tat shared
comm: shared cancellation in progress//tat shared 24-48 hours for update


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
comm: ask to co-ordinate with courier boy and also guide for door step refusal

issue // cx wants to know about his refund status // neft refund has gone on hold
action // tat shared of 5 days for refund
comm // apologies done // cx agreed

***SHORT CALLS****

Issue: not connected
Action: cmb sms sent
comm: na



Issue: incomplete query
action: na
comm: cx drop the call


Issue: language barrier
Action: mail id shared
comm: ask to mail us//cmn

issue // na
action // na
comm // cx drop the call

*****ORDER STATUS*******
Issue: cx want to know about the order status
Action: dd sms sent
communication: shared pdd, ddr// tracking details and courier partner name shared//cmn


Issue: cx want to know about the order status
Action: info shared
communication: shared pdd, ddr//once order will be shipped, you will get the tracking details//cmn


Issue: Order stuck @one location
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr, tracking details//cmn





Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: apology done//shared the pdd, ddr, tracking details//ask to wait//cmn


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//cmn


Issue: Specific Request
Action: specific date mentioned//dd sms sent
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn

Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24 hours for call//cmn

*******CANCEL REQUEST*******

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
comm: shared order cancelled//cmn

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken//refund tat shared
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn

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
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn

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

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




communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//cmn


Issue: cx want to know about the order status//UD marked//out of delivery area
Action: ask cx for self pick up
communication: apology done//guide to co-ordinate with courier partner//cmn


Issue: cx want to know about the order status//UD marked(out of delivery area)
Action: complaint raised //FNDR not filled
communication: apology done//tat shared 24-48 hours for update//cmn


Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified
comm: apology done// unable to fill the FNDR// error: --//tat shared 24-48 hours for update//cmn

Issue: cx want to know about the order status //UD marked//order is ofd
Action: complaint raised//address verified//
communication: apology done//ask cx to wait till end of the day//courier partner name shared //cx agreed//cmn

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

Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order
comm: shared can not change the address//also guide to co-ordinate with courier boy//cmn



Issue: cx wants to change the delivery address
Action: info shared
comm: shared address changed//cmn




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//also guide to co-ordinate with courier boy//cmn




ssue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn


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

Issue: cx want to return the product//
Action: return req raised//tat shared 2-3 days for pickup
comm:apology done// shared the courier partner name//also guide to pack the parcel in original packing//cmn




Issue: cx want to return the product //
Action: return req raised//tat shared 24-48 hrs for update
communication: apology done//rpi not initiated//also guide to pack the parcel in original packing//cmn




Issue: shipped together case//got only 1 item
action: Return Request raised
Comm: apology done//rpi not initiated//tat shared 24-48 hrs for update//cmn





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




comm: apology done//shared the complaint status//shared the courier partner name//also guide to pack the parcel in original packing//cmn


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
comm: apology done//shared the courier partner name//also guide to pack the parcel in original packing//cmn

Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//pick up boy no.--
comm: apology done//tat shared 72 hours for update//cx did not have pickup receipt//shared the refund/ replacement tat//cmn

Issue: product already picked up but not updated(APUC case)


Action: RL filled// Customer dispute accepted stage marked//pick up boy no.-
comm: apology done//tat shared 72 hours for update//cx did not have pickup receipt//shared the refund/ replacement tat//cmn


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, send NEFT details, share courier receipt//cmn


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

Issue: cx want to know about the delivery of the product//OFD
Action: sms sent
communication: ask cx to wait till 6PM//fe number shared//cx agreed //cmn

Issue: cx want to know about the delivery of the product//OFD
Action: info shared
communication: ask cx to wait till 6 PM //cx agreed //cmn


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

Issue: cx want to know about the delivery of the product//OFD
Action: info shared///address verified
communication: ask cx to wait till 6 PM //cx agreed //cmn

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

Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent//macro shared
communication: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //tat shared 24-48 hrs for update//cmn




Issue: cx want to know about the refund//refund initiated on--




Action: tat shared of 7 working days(UPI), 7-10 working days(credit card or debit card)
comm: apology done//ask cx to wait//cx agreed//cmn


Issue: cx wants to know the refund status
Action: PUC done// puc-rpr tat shared
comm: qc tat shared//refund tat and info shared//ask to wait//cmn




Issue: cx wants to know the refund status
Action: PUC done// puc-rpr tat breached
comm: qc tat shared//refund tat and info shared//tat shared 24-48 hrs for update//ask to wait//cmn


Issue: cx want to know about the refund
Action: macro shared//tat shared 24-48 hours for update
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details//cmn


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

Issue: Customer reported refund fraud by app download
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn



Issue: lucky draw call received by customer
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn

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

Issue: payment deducted,order not confirmed
Action: tat shared 72 hours
comm: apology done//tat shared 72 hours for auto reverse//cmn

Issue: payment deducted,order not confirmed//tat breached




Action: complaint raised//stage selected (escalated to refund team)
comm: apology done//tat shared 24-48 hours for update//cmn

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

Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification
comm: shared that product is out of stock//ask cx to place a new order when product will be in stock// cx agreed//cmn

Issue: cx wants to know why order cancelled
Action: info shared
comm: shared that due to Non Serviceability, order cancelled//apology done//cmn


Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason// ask cx to place a new order//cmn

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

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared//ask cx to place a new order
comm: shared the UD reason with cx//apology done//cmn


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

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken
comm: apology done//shared the delivery status//ask cx to place a new order//cmn

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised
comm: apology done//shared the delivery status// tat shared 24-48 hours for update//cmn

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 7-10 days for update
comm: apology done//shared the complaint status//cmn


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

Issue: cx wants to return the product as product is---(CATP)
Action: info shared
comm: apology done//shared product is non return-able// cmn

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

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

Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed//cmn

Issue: how to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed//cmn


ISSUE: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared
comm: info shared//tat shared 24-48 hours for update// cmn


Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed//


pulse 50041 sa
http://172.16.211.116:9090/pulse/plugins/pulse/#/

resolution required sheet
https://docs.google.com/spreadsheets/d/1FAF0pfGsK8Ebpyh_GX3HtGFkSJEHdod6B4ZwVvdesXU/edit#gid=862857355

PDWP LINK
https://docs.google.com/forms/d/e/1FAIpQLSch62PhRYyHCb0D24UDzWSwBse_0-x8hWi5e12N90aU9YFWeQ/viewform