Notes

https://docs.google.com/forms/d/1JfwK_IiCMfajuwE7TM0v7SgcC7TORBpZelUo3iImDd8/edit


https://snapdealcx.force.com/apex/snapdealSearch?callSessionID=NA&type=orderCode&keyword=45865722643&ctype=outbound&enode=13


[email protected]
Sd@123456
Faizan123
IASPL2260
50004

Issue: cx wants to change delivery address
Action: Request taken
comm: Address updated successfully // cx agreed

Issue - cx want to get order verified
Action - info given // request taken
Communication- ask cx to wait // 24 hour tat shared // cx agreed

ISSUE-cx ask about product info
action-na
COMM-info shared with cx as per PDP page

Issue - cx want delivery detail
Action - info given // sms send
Communication- pdd shared // ddr shared // tracking details and courier partner name shared // cx agreed

Issue - cx want delivery detail
Action - info given //
Communication- pdd shared//ddr shared// tracking details available when product shipped // cx agreed

Issue - cx want delivery detail
Action - info given //sms send
Communication- pdd breached // product is late beyond PDD //try to delivery asap // cx agreed

Issue - cx want delivery detail
Action - info given //courier boy no. shared
Communication- product is out for delivery // product will deliver today only before 6//cx agreed

Issue - cx want delivery detail // UD case
Action - info given // Address confirmed
Communication- product is out for delivery //product will deliver today only before 6 // cx agreed


Issue - One or more items is missing – Shipped together case // cx received one item // ordered two
Action - info given //apology done
Communication- tat shared 24-48 hour //asked cx to wait //cx agreed

Issue - cx want delivery detail
Action - info given //sms send
Communication- pdd will breached // product is late beyond PDD// try to deliver asap// apology done //cx agreed

Issue - cx want Snapcash details
Action - info given //
Communication- info shared that by sharing SD cx get Snapcash//cx can use upto 20% Snapcash as discount//cx agreed

Issue: cx wants to know the complaint status(return case)
Action: 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 want pick up detail
Action - info given //RL filled//2-3 days for pickup//address confirmed
Communication- apology done//24 hour to initiate refund//2 hour to reflect//shared the courier partner name//guide cx regarding packing//cx agreed

Issue - cx want delivery detail
Action - info given //product RTOed//apology done
Communication- asked to place new order//cx agreed


cnc//sms send/

cx issue resolved // call drop from cx end

call connected//call disconnected from cx end //cx not able to hear my voice//call drop

cnc//sms send//silent call//no ringing//call disconnected after giving 3 warnings

cx raised CMB by mistake // no query

Issue: cx wants to know delivery detail// UD case
Action: FNDR filled//address confirm and updated in FNDR
comm: apology done//try to deliver asap//tat shared 24-48 hour//cx agreed

Issue - cx want to return product as cx received a different item
Action - info given //RPI initiated//2 days for pickup
Communication- apology done//24 hour to initiate refund//2 hour to reflect refund//shared the courier partner name//guide cx regarding packing//cx agreed

Issue - cx want to return product as // cx received a different item // cx received black saree
Action - info given //RPI not initiated //1 days for pickup update //2 days for pickup
Communication- apology done//24 hour to initiate refund//2 hour to reflect refund//guide cx regarding packing//shared the courier partner name//cx agreed

Communication- apology done//24 hour to initiate replacement//replacement tat shared 4-7 WD//shared the courier partner name//guide cx regarding packing//
cx agreed


Issue - cx want delivery early
Action - info given //sms send
Communication- pdd shared//ddr shared //tracking details shared // try to deliver product early//cx agreed


Issue - cx want refund detail
Action - info given//macro shared asking bank detail
Communication- apology done//24 hour to initiate refund//2 hour to reflect//cx agreed


Issue - cx want refund detail
Action - info given// UTR shared
Communication- apology done // Refund initiated on 22/4/2022 // asked cx to coordinate with bank // cx agreed


Issue - cx want to cancel order as cx ordered wrong size product
Action - info given //Request taken
Communication- // Order cancelled // deny at doorstep if delivery attempted//cx agreed


Issue - cx want to know why order cancelled
Action - info given // apology done
Communication- order cancel due to technical error // asked to place new order // cx agreed


issue : empty parcel case
action : call connected
comm: info. shared to cx // already tat shared 24-48 Hour /// cx not agreed on tat shared cx told me cx received tat when cx call us every time//cx angry


Issue - cx paid twice UPI and cash also
Action - info given //apology done//complain taken
Communication- UPI payment first pending after delivery boy left payment got successful/asked cx to coordinate with delivery boy//no. shared///cx agreed


ISSUE:-- cx received an empty parcel///cx received cloth and thermocol
ACTION taken:-- apology done // complaint taken // tat shared 7 days//macro shared UT form
COMMUNICATION:-- Cx said that he received an empty parcel // informed that complained raised // asked to wait for 7 days for investigation after providing UT form // apology done // cx agreed

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised // address confirmed
comm: apology done//shared the delivery status//asked cx we will share POD with cx//tat shared 48 hours for update//cx agreed


ISSUE :- Cx want to know about product delivery
ACTION :-UD marked // FNDR not filled due to ODA // Address verified
Communication :- asked cx to coordinate with FE and asked cx to visit hub if possible // Apology done //cx agreed


issue- cx wants refund asap // APUC case // cx has no receipt
action- RL filled // courier boy no. 9414716013
comm- tat shared 72 hours// product picked up by XB on 22 feb // apology done // cx agreed


ISSUE :- Cx received used and old product // manual case
ACTION :- macro shared // Manual Explained
Communication :- Asked cx to send product manual // apology done // guided cx how to send product manually // cx agreed


Issue - cx want to return product as cx have size issue with product
Action - info given //
Communication- Deny Cx // found some transactions that do not pass our internal checks // cx not agreed // apology done // cx agreed


Issue - cx ask about refund (empty parcel case)
Action- info shared kindly provide product image via mail and cx already shared UT form and 7 days also breached // info shared wait 24 to 48 hours for update // macro shared asking ID proof
Communication - Information given // customer satisfied /


Issue - cx want refund // cx received a used and old item
Action - info given // RPI not initiated // 1 days for pickup update // 2 days for pickup
Communication- apology done // 24 hour to initiate refund // guide cx regarding packing//
cx agreed


Issue: cx want to know about the refund//refund initiated on-- 10/5/2022
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 return product as // cx received a pirate book
Action - info given // RPI not initiated //1 days for pickup update // macro shared
Communication- asked cx to send product images // apology done // 24 hour to initiate refund // guide cx regarding packing // cx agreed


45732163438 CX WANT TO RETURN PRODUCT RTO ORDER-
44811236949 APUC Case 1 march



tracker filled case 18 MAY

45632812922 pickup required book case // Raindrops 1 ₹628.00

45576433108 apuc case pickup done // manually assign case // Campus DRAGON Navy Running Shoes₹1,349.00

45489284477 watch case deny leter service center // Portronics Kronos X3 Smart Fitness Band ₹949.00 /// not ///

45625523644 male masturbator case // manually assign case // Male Masturbation ₹2,200.00

45565867894 APUC case // tshirt // ₹599.00


tracker filled case 19 MAY

45831386825 roop mantra soap ₹249.00

81390694 senior call RPI denaid

tracker filled case 21 MAY
45740267506 empty parcel case 7 day tat breached
45815049427 pickup pending pant size issue
80926473 ccr upi refund

45953548115 invoice issue


45995818416 sf not working

46041934588 urgent delivery


81516988 ud case escalation