Notes

Call Dropped

Issue: not connected
Action: na
comm: na



issue- incomplete query //
action- na
comm- incomplete info shared //



Issue: no query
action: na
comm: na




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




Issue: na
Action: na
comm: cx drop the call//cmn




Issue: no ringing
Action: na
comm: no response from cx side// after giving 3 warnings, call drop from my end//cmn




Issue: no ringing
Action: na
comm: no response from cx side// cx drop the call//cmn




Issue: language barrier
Action: guide for call back in prefer language
comm: ask to mail us//cmn



*****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(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR not filled//address verified
communication: apology done//tat shared 24 hours for update//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//
comm: apology done //also guide to pack the parcel in original packing//cmn



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
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 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)
Action: RL filled// tat shared 2-3 days for pickup // mail marked
comm: different item // mail dropped //




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//
comm: tat shared 72 hours for update//cx did not have pickup receipt// shared the refund/ replacement tat//cmn
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//
comm: ask cx to fill the return form, send NEFT details, share courier receipt//cmn


Issue: cx wants to return the product(manual case)
Action: 48 hour tat shared
comm: cx told she cant send parcel manually want pickup from our side // denial given // cx insist want pickup from our side


Issue :- manual return case
Action:- mail send
Comm:- cx send product manually // ask cx to send courier receipt //



Genesys - 50258
Issue: cx got the empty parcel(amount is less than 500rs.)
Action: info shared
comm: apology done//tat shared 7 days for update//

Genesys - 50258
Issue: cx got the empty parcel(amount is B/W 500-1000 rs.)
Action: macro and sms shared
comm: apology done//tat shared 7 days for update//



Genesys - 50258
Issue: cx got the empty parcel(amount is more than 1000rs)
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


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

Issue: cx want to know about the delivery of the product//OFD
Action: sms sent
communication: ask cx to wait till 9PM//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 9 PM //cx agreed //


*************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 9 PM //cx agreed //



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


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



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


Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent
communication: UTR number shared // if didn't receive try to contact us // and send statement on [email protected]



Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent
communication: UTR number shared // if didn't receive try to contact us



Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7 working days(UPI)
comm: apology done//ask cx to wait//cx agreed//cmn


Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days(credit card or debit card)
comm: apology done//ask cx to wait//cx agreed//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//cmn


issue; cx wants the order again
action: sales sms sent
comm: ask cx to place a new order again//cmn



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 want to know complaint status //
action- soft denial // mail marked for images //
comm- info shared// cx insist want refund or replacement of product //




issue- cx want to know complaint status (RPI denial )
action- denial given //
comm- info shared // cx told she different // cx insist that she received different item //



service center
https://docs.google.com/forms/d/1QWD69bb9FTqecp1b7mdOiLppRJ4AuQcqjw5ptevOFxc/viewform?edit_requested=true#settings

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

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


issue- voice is not coming
action- na
comm- na

Issue: cx want to know about the refund//
Action: info shared
comm: info shared about refund mode // cx ask for bank refund // cx didn't want refund in RVF //

Issue: na
Action: na
comm: no voice coming from cx side// after giving warnings, call drop from my end//cmn




issue- na
action- na
comm- call disconnect

Issue :- manual return case
Action:- mail send
Comm:- cx send product manually // ask cx to send courier receipt // 😊









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