Notes

English templates

Opening
Hi, Good Morning! I am Bisma, How can I help you today?
Hi, Good Morning! I am Bisma, Please give me a moment, I will check it for you.
Hi, Good Morning! I am Bisma, Please share your Order / Suborder / Registered Contact Number, So that I can assist you better!

How are you?
I am fine, thank you for asking. I trust you and your family doing well!

Asking Details
Please share your Order / Suborder / Registered Contact Number, So that I can assist you better!

I am unable to fetch any account from the given details. Please provide the correct details. So I can assist you better.



From you this registered number I can able to check your last order of "Date".

Thanks for details
Thank you for sharing detail with us! Please allow me some time to check the information for you.

Hold
Please give me a moment, I will check it for you.

Hold 2nd
I apologize for the delay, I am still working on your concern! Please allow me some more time!

Un hold
We appreciate your patience!

Unable to download the images
Sir, We are really sorry due to technical limitation, We are unable to fetch the shared screenshot. Therefore, please help us by typing your order details to help you out.

Assistance
How may I assist you?
kindly elaborate your concern so I assist you better!
If you have any concern/query related to Snapdeal please share so that I could assist you.
May I know your exact concern please?

Further Assistance
Is there anything else I may assist you with?

Issue escalate closing
I am sorry for the inconvenience caused. Rest assured, this will be taken care of. Thank you for contacting us! Have a good day!

Glad closing
I am glad, I was able to provide the information. Thank you for chatting with us. Stay safe and have a good day!

No response closing
We are closing this conversation because of no response from your side. You may contact us again. Stay safe and have a good day!

Cx have no issue that time closing
Thank you for chatting with us. You may contact us again for Snapdeal related queries, feel free to reply to us, we assure that we will assist you better. Stay safe, and have a good day!

Cx want call
Sir, I would be able to respond to you over the chat only, Would request, If you can share your concern via chat, I will be happy to help you here.

Apology
Sir, Sorry, that you are facing such an issue. I have registered your complaint. I will personally work on this to resolve at the earliest.

Complaint taken
Sorry, that you are facing such an issue. I have registered your complaint. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve at the earliest.

Complaint highlighted
Sorry, that you are facing such an issue. Your complaint is already registered and our team is working on it but don't worry I have again highlighted your issue to my team. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve at the earliest.

Personal details asking
I really apologies but we are not authorized to share any personal information .

Visit website//application
I request you to please visit our website their all product is available with price and full description.

Promocodes
"A promo code is a coupon code that you can use on our website/app. You will get great discounts on the items the promo code is applicable on.
To avail a promo code, select the eligible item. You can enter your promo code on the 'Review Order' page on the website or the 'Payment' page on our app. You will see the discount applied immediately. "

200 rupees offer
Sir/Mam it is 200 rupees offer which means up to 200 rupees discount. In this offer, you will get an instant discount of 8-10% which is dependent upon the product price on which you are applying this offer and also in this offer you will get a maximum discount of up to 200 rupees only.

Order verification
Your order is one step away from confirmation and needs to be verified. our team will call you in next 24 hours, I request you to please answer the call to get your order verified.

Address Verification
"If MFG is not created yet -
Sir/ma'am, I can surely help you with this, Can you please share your new address & phone number

Once shared
Just allow me a moment so that I can make the required changes

IF changed
I have successfully updated you address or number.

If MFG created but not shipped -
Sir/ma'am, I am really sorry, your item is already packed & ready to be shipped. No changes can be made now.
If your new address is nearby to your existing, you can coordinate with the courier boy to get your item delivered as per your preference.

If MFG created & shipped -
Sir/ma'am, I am really sorry, your item is already shipped & it is with the courier. No changes can be made now.
If your new address is nearby to your existing, you can coordinate with the courier boy to get your item delivered as per your preference.


"We are unable to change the name and address details for your order as it has already shipped.

Where is my order

Product not shipped (with in PDD)
Sir, Your product will be shipped soon and you will get an update via Email & SMS.
Also, I am your case Manager now who will ensure timely delivery of your product. I will work hard to ensure it reaches you on or before "Delivery Date" as promised.

Product shipped (within pdd)
Sir, I am your case manager assigned on the particular order and I will ensure the timely delivery of your product. As of now, Your order is in Transit and will reach on or before "Delivery Date" as promised.

You can also track your order by clicking here . https://m.snapdeal.com/myorders

Urgent delivery
Sir, I am your case Manager now who will try our level best to deliver your product as per your requirement. However, promised delivery date of your product is "Delivery Date"

You can also track your order by clicking here https://m.snapdeal.com/myorders

Order late-delay in dispatch (within pdd)
Sir, Your product is slightly delayed in shipping but no need to worry, As I am your case Manager now who and will ensure timely delivery of your product. I will work hard to ensure it reaches you on or before "Delivery Date" as promised.
Also I am taking your complaint regarding this, our team will update you within next 24-48 hours regarding your complaint and order status.

Order late-stuck at courier (outside pdd)
Sir, I can see that delivery of your order has been delayed. We apologies for inconvenience caused here. We are working round the clock to deliver the same at the earliest.
Also I am taking your complaint regarding this, our team will update you within next 24-48 hours regarding your complaint and order status.



You can also track your order by clicking here https://m.snapdeal.com/myorders

Exact date
Sir Mam, I can't commit the exact date of product delivery but our team is working hard to deliver your product at the earliest!
We will share a timely update to you over the email/SMS!

OFD (out for delivery)
Sir, I can see your product is "Out for Delivery" now and you will shortly receive a call from the courier team. You will get delivery on and before 6 pm.
Also, I am your case Manager now who will take care delivery of your product. Please be rest assured.

Below mentioned is courier boy number:-
-------------

UD (undelivered orders)
(Reason any delivery attempts confirmation)
Sir, I can see here that delivery could not be completed due to <UD reason>.
Please confirm, did you receive any call for delivery on <UD Date>.

(Delivery Rescheduled)
We apologize for the inconvenience caused. We will deliver your order at the earliest. I am rescheduling your order delivery and with the next 24-48 hours same will be attempted.

You can also track your order by clicking here https://m.snapdeal.com/myorders

UD(Other Issue)( Miss/shipper delay)
Sir, The package was undelivered due to some unknown courier issues and we apologize for the inconvenience caused. We will deliver your order at the earliest for same our team will update you within next 24-48 hours.

You can also track your order by clicking here https://m.snapdeal.com/myorders

UD ODA (out of delivery area)

I apologize, but we are unable to deliver your order, as your order is out of the delivery area, which means your order is in your city but, our courier partner is unable to deliver your item to your specific address so, I request you to please co-operate with us this time and do self-pickup your product from your nearest "courier center name"

Below mentioned are courier details:-
Courier Name :
AWB Number :
Courier Contact Number :
Courier Website :

RTO (return to origin)(COD)
Sir, We apologize as we were not able to deliver your order even after multiple attempts.
OR
Sir, We apologize as we were not able to deliver your order due to some technical issue.

RTO (return to origin)(Prepaid)
Sir, We apologize as we were not able to deliver your order even after multiple attempts.
Refund of Rs."xx" has been initiated and it will be credited to you bank account by "estimated refund date"
OR
Sir, We apologize as we were not able to deliver your order due to some technical issue.
Refund of Rs."xx" has been initiated and it will be credited to you bank account by "estimated refund date"



RTO (return to origin)(Prepaid refund not initiated)
Sir, We apologize as we were not able to deliver your order even after multiple attempts.
We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
OR
Sir, We apologize as we were not able to deliver your order due to some technical issue.
We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.

Cancellation:-

Want to Cancel - Asking Reason
Sorry to hear that, you want to cancel this order.
May, I know the reason for cancellation, as this is one of our best selling item & I am sure you will like it.

Want to Cancel - Within Cancellation Period
I will cancel this order for you. Please give me a moment .

Want to Cancel - Cancelled by Us
Sir, As requested by you, Your order has been cancelled. Would like you to see you again shopping with us!

Want to Cancel - Cancelled by Us prepaid
Sir, As requested by you, Your order has been canceled. We have initiated a refund of Rs. XX to your card/account. It will be credited within 7-10 business days.
Would like to see you again shopping with us!
OR
Sir, As requested by you, Your order has been canceled. We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
Would like to see you again shopping with us!

Cancellable Stage but Unable to Cancel COD
Sir, We have taken your request for cancellation and we will notify you via SMS/email within the next 24 to 48 hours with the latest update on this request.

Cancellable Stage but Unable to Cancel Prepaid
Sir, We have taken your request for cancellation and we will notify you via SMS/email within the next 24 to 48 hours regarding cancellation confirmation and refund initiation. once the amount will initiate it will be credited within 7-10 business days.

Want to Cancel - Not Cancellable Stage COD
Sir/Madam, Your product has already been dispatched, however, I am taking the cancellation request. In case, the courier team tries to deliver the product, please refuse the delivery.

Want to Cancel - Not Cancellable Stage Prepaid
Sir/Madam, Your product has already been dispatched, however, I am taking the cancellation request. In case, the courier team tries to deliver the product, please refuse the delivery.

Once you refuse, we might take up to 6 business days to initiate your refund. The amount will be credited to your card/account within 7-10 business days after initiation.

Want to cancel due to delay in delivery
Sir, We have 100% Track records to deliver the item before promised delivery date! Would request you to allow us some more time to deliver your product.

Why was my order cancelled (COD)
Sir, As checked your order got canceled due to <cancellation reason>
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.

Why was my order cancelled (Prepaid)
Sir, As checked your order got canceled due to <cancellation reason>. We have initiated a refund of Rs. XX to your card/account. It will be credited within 7-10 business days.
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.
OR
Sir, As checked your order got canceled due to <cancellation reason>. We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.



If cx want some order again and order is available.
As I have checked that the product is available on our website and application, you can place an order for yourself.

If cx want some order again and order is sold out or out of stock.
Sir, as I can check order is sold out/out of stock, but I have mentioned your mail Id here so once the product will be live on the order website, you will get notification on a priority basis.

Refund replacement follow for cancellation.
Sir, I can see your order has been cancelled and refund has also been initiated on DD-MM-YY which usually take maximum 7 to 10 days to credit in your account post initiation.

Failed transaction(Fresh case)
Sir, As I can see your payment for placing the order were unsuccessful. In case amount debited from your account then it will be credited back within 72 hours.
Please rest assured.

Failed transaction(Escalated case)
Sorry, that you are facing such an issue. Your complaint is already registered and our team is working on it but don't worry I have again highlighted your issue to my team. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve at the earliest.

Note:- Select stage (Escalated to refund team)

PDWP(product delivered to wrong place)

First conversation
Sir, I can see your order is showing delivered on DD-MM-YY. Would request you to check once with your family/neighbors/office mail room as they may have accepted the package in your absence/on your behalf.

Complaint taken(Prepaid)
We apologies for inconvenience caused to you. I have registered your Complaint. Our team will share the proof of delivery with you once we get it from our courier partner within a maximum of 6 days. In case you are still not able to locate your package, just let us know. We will look into the matter again and find a resolution for you.

Complaint taken(COD)
We apologies for inconvenience caused to you. I have registered your request. our team will team will look into the matter. Meanwhile you can place another order.

PDWP (Re-Investigation)
Sir, our team is doing a re-investigation on your case, We will update you regarding this within 7-10 working days, meanwhile, I assure you that your refund is secure under the trust pay policy.
We apologies for the inconvenience caused to you. Rest I will personally take care of it so that you will get a resolution as soon as possible.

Return/replacement
Will you please tell me what problem you are facing regarding the product so that I will register your complaint.
I will register your complaint regarding this will you please tell me you want replacement or refund of this item?




Sorry but replacement is not available for this product.
I have taken your return/replacement complaint regarding this order, and your order will be picked up in the next 2-3 days from the "courier name" partner. I apologies that you have faced this issue.
I have taken your return/replacement complaint regarding this order, team will update you regarding this complaint within 24-48 hours. I apologies that you have faced this issue.

Pickup scenarios

Confirmation of pickup
Will you please tell me the pickup of your item is done or not?

Pickup failure
Sir, As I can see here, it is updated as pickup could not be completed due to <Pickup failure reason>, so could you please confirm for me, did you receive any call for pickup on <RLCW date>.

Pickup failure 2
Thank you for confirming. Please allow me a moment, so that I will update your concern and try to get your item picked up as soon as possible.
I have updated your concern and be assured the pickup will be reattempted within 2-3 days. I am really sorry about the inconvenience caused and I ensure this will not happen again.

Pickup SCHD
Sir, As I can see here, the pickup of your item has been schedule and it will be picked up within a maximum of 2-3 days .

Pickup OFP
Sir, As I can see here, our courier partner is out for pickup and your item will be picked up today. Rest assured our pickup boy will call you once reach at your destination.

Pickup APUC
Sir, I understand that your item is already picked, could you please confirm me the pickup date and if you have any pickup receipt and SMS. Also I request you to please share pickup boy number.

APUC(Complaint taken)
I have updated your concern, our team will update you regarding this within next 72 hours.

PUC/QC Process
Sir, I can see your product is picked and it usually takes 7-8 days post pickup to delivered at our Warehouse for Quality checks after successful quality check your refund/replacement will initiate from our end within 24-48 hours.

PUC/QC Process door step
Once your order will be picked that, on door steps quality check will take place after successful quality check your refund/replacement will initiate from our end within 24-48 hours.

Refund

(If within TAT)
I have checked the details and your refund was initiated on <date> by us and banks usually take around (Refund TAT) to reflect the amount in your account.
Don't worry sir/ma'am, your refund will reflect in your account soon.

(If outside TAT )
I have checked the details and your refund was initiated on <date> by us. I am really sorry that you did not get the refund till now. I would request you to please get in touch with your Bank and share this reference number <Ref #>.
And I request you to please share your bank statement in PDF form, for the same I am sending you a mail I request you to please share the bank statement on that mail.

NEFT not present

As I can check that your refund is not initiated from our end because your account details are not present here, So I request you to please share your bank details with us, for that I am sending you mail, please reply on that mail with the account details.

Empty Parcel
Below 500
Sir, We need your cooperation in thoroughly investigating this matter. Therefore, we request you to allow us a maximum of 7 days for a detailed investigation.
Please accept our apology for the inconvenience.

Above 500
Sir, We need your cooperation in thoroughly investigating this matter. Request you to duly fill and sign the undertaking form which is sent to you over your Registered Email ID and send back to us. After that we will update after investigation within the next 7 days

We are sorry for the inconvenience and will get back to you asap!

Trust pay policy
Sir, We are pleased to inform you that returning your Snapdeal purchase is simpler than ever with our Easy Returns Policy. You can raise a return or replacement request within 7 days after the item is delivered."

Snapdeal guaranty
"Snapdeal is a marketplace, where buyers like you purchase items listed by our sellers on our platform. We diligently approve and encourage only those sellers who can be trusted to sell you high-quality items at unbeatable prices.
We have covered most of the products under standard manufacturer's warranties for hardware or software issues, wherever applicable. In case you are not satisfied with any of our returnable products, we have a 7-day easy return policy to ensure your payments are protected.

We'd be glad to help you.

CATP(Complaint against trust pay policy)
Sir, I apologize we cannot accept return request of "Product Name" since the item was delivered on DD-MM-YY and the 7 day window to return the item has expired.

Snapcash

What is Snapcash?
Snapcash is your shopping currency at Snapdeal. You can use Snapcash for buying your favorite products through Snapdeal.
How can I earn Snapcash?
You can earn Snapcash by signing up, referring new users, playing games on Snapdeal, placing orders on Snapdeal and lot more.
How can I use my Snapcash?
You can use your Snapcash to buy products through Snapdeal only.
Will the promotional Snapcash points be refunded on order cancellation?
Yes, the promotional Snapcash points once redeemed for an Order can be refunded back for a fixed validity if the Order is returned or cancelled.
Can I use other offers along with Snapcash?
Yes, you can use a promo code along with Snapcash as a payment mode.
Can I use Snapcash on COD orders?
Yes, Snapcash can be applied on COD orders as well.
Can my Snapcash be gifted to other users?
No, you can’t gift your Snapcash to any other user.
Where can I check my Snapcash balance?
Where can I check my Snapcash balance?

Invoice Related
(Direct from app and website)
(i)For website: Great sir/ma'am, just go to Account at the top right corner and click on Orders. Select your item and click on Get invoice. You will immediately get an option to download the invoice.

(ii)For the app- Please click on the SD option at the top left corner. Select your item and click on Get invoice. You will shortly receive a copy of your item's invoice at your registered email ID.

(when we will registered complaint)
Sir/ma'am, I'm immediately registering a request on your behalf. We will send you a copy of your invoice within 48 hours to your registered email address. "

Cx want to change E-mail ID
We are unable to change/delete the email address associated with your Snapdeal Account. We value our customer's security and privacy. Keeping this in mind, we do not allow any change/delete in the email address associated with an account.

Extra assurance
I’m sorry to hear you are having these problems. We will get this resolved as quickly as possible.

I will make sure that this should be your first and last bad experience with us and you won't face such a problem in the future. I really apologize that you are experiencing this problem.

Your concern is justified and, I understand how you are feeling right now. But be assured I will definitely help you regarding this. Your chat landed on me so, now is my responsibility to help you.

I can understand that you are waiting for a long for the resolution, I appreciate your patience, please allow me the requested time we will get back to you with a resolution as soon as possible.

I know that there has been a delay but please be assured that we are working hard to get your item to you at the earliest.

I know that there has been a delay but please be assured that we are working hard to pick up your order at the earliest.

Do not worry your refund will reflect in your account on and before the given time.

I will make certain that this gets resolved quickly for you.

Your feedback is enormously valuable to us so, we greatly appreciate you taking the time to let us know.

Thank you for your understanding, We are doing everything we can, for resolving your problem quickly.

We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our higher authority. I am going to take care of this for you.