Notes

snapdeal -- Shweta
IASPL
Agent Id-50420
Phone Number- 100840
[email protected]
pass@1234
********LINKS**********
*What's New Link* https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280

****ozental*****
https://in-ccaas.ozonetel.com/
****Ozontel New Link***
https://agent.cloudagent.ozonetel.com/login
***SF***
https://snapdealcx.my.site.com/SnapdealSearch
****What's New Link****
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280

Google Sheet Link -
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit?pli=1&gid=1590187003#gid=1590187003

***SHORT CALLS****
Issue: Voice issue
action: na
comm: System issue ||call back not done ||cmn

Issue: no query
action: na
comm: Cx has no query regarding Snapdeal

Issue: incomplete query
action: Call back done
comm: cx drop the call || Call back done cx not answer the call
(comm- cx call drop while sharing the inform )

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

Issue: cx no response
Action: after giving 3 warnings, call transfer from my end
comm: no response from cx side

Issue: cx no response
action: Call back done
comm: cx drop the call

*****language barrier*****
Issue: language barrier
Action: Guide cx to raise the call back req
comm: ask cx to raise the call back req on his|her Language preference

Issue: language barrier
Action: Call transfer to the vernac advisors
comm: Inform cx that arranging call back on his preferred language

*****UNREGISTERED*****
issue- cx contacted unregistered number
action: inform shared
comm -apology done || ask to contact with registered number

*********Pending for Verification ***********
Pending For Verification (Within TAT)

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

Pending For Verification (Outside TAT)

Issue: order not verify||pending for verification
Action: info shared
comm: apology done||tat shared 24-48 hours for update ||cmn


*****CCA Marked *****
Issue- cx want to know his refund status
Action- Info shared || CCA marked
Comm-apology done || TAT shared 24 hours for update || cx agreed

*****CCA*****
Issue - Cx want to know his refund status
Action - Info shared // CCA marked // macro shared
Comm- ask to share bank details // cmn // cx agreed

*****CCA EOD*****
Issue- Cx want to know his refund status|| CCA Marked
Action - Info shared|| EOD filled || Macro shared - NEFT Refund Initiated
Comm- TAT shared of 6 days for reflection|| cx agreed || cmn

*****PUC*****
PUC marked on the same day :-
issue - Cx want to know his refund/Replacement status
Action - Info shared|| PUC marked
comm -apology done|| TAT shared 24 hrs for update regarding Replacement or Refund

*****NEFT went on hold *****
Issue- cx want to know his refund status
Action- Info shared ||NEFT went on hold // CCA marked
Comm- apology done ||TAT shared 5 days for update|| ask cx to wait //cmn

*****Failed Transactions*****

Issue: payment deducted but order not confirmed
Action: Info shared
comm: apology done||tat shared 72 hours for auto reverse||cmn

Issue: payment deducted but order not confirmed||tat breached
Action: complaint raised|| Macro shared
comm: apology done||asked cx to share the bank statement in pdf from ||tat shared 24-48 hrs for update after receiving the bank statement || cmn

Issue - Cx want to know his refund status
Action: req alreday raised||macro already shared|| Status- Pending with Snapdeal and stages marked Esc to PG team
communication: Bank statement received ||tat shared 24-48 hrs for update ||cmn

*****Invoice*****
Issue: invoice related issue
Action: email id confirmed||mail shared
comm: info shared||cx agreed|| cmn

Issue: invoice related issue
Action: asked cx to share the email id ||request taken
comm: info shared||tat shared 24 hours for update|| cmn
Email id -

***Pick up reschedule*****

Issue- Cx want to know his return/Replacement request status
Action - info shared || RL filled
Comm - apology done||TAT shared 2-3 days for pick up reattempt || Courier partner name || Ask cx to pack the order on original brand packaging
Alt Mobile no -
Alt Landmark -

*****Pick up Cancellation *****

Issue - Cx want to cancel the return req // Reason -
Action - RL Filled
Comm- Info shared to cx that return req is closed

-No pickup required //cx wants to keep the order

*****First Time OFD*****
Issue: cx want to know about the delivery of the product||Status- OFD
Action: Info shared ||AWB number sms sent
comm- ask cx to wait till 9 PM//Courier boy number shared through sms || Courier partner name shared ||cx agreed || cmn

******OFD After UD******
Issue- Cx want to know his order status|| OFD after UD
Action - Info shared || SMS shared - AWB number
Comm- apology done ||Ask cx to wait till 9 PM || Courier Partner name shared || Courier boy number shared through SMS || Critical Escalation-Marked

*****Fresh Complaint*****
reason-:
- i raised the complaint because the order is not showing delivered
- i raised the complaint because customer is not able to raise the return complaint
- i raised the complaint because customer is not using Snapdeal app
- i raised the complaint because product is non returnable

RPU initiated on the same time
#cx wants to return /Replacement the product||
Action- info shared ||macro shared || ask to share images of the product|||tat shared 24 hrs for update
comm-apology done ||also guide to pack the parcel in original packing || cmn

Action- info shared || shared the courier partner name ||RPI initiated ||tat shared 48 hours for pickup

RPU not initiated on the same time
Issue
Action - info shared ||return/ Replacement req raised ||Info shared ||tat shared 24 hrs for update regarding the reverse pick up ||RPI not initiated ||
comm-apology done|| cx agreed||also guide to pack the parcel in original packing || cmn

*****Manual Case*****
Issue: cx wants to return the product(manual case)
Action: Info shared
comm: apology done||TAT shared 48 hrs for update regarding reverse pick up || CMN

******DTSS*******
Issue- Cx want to return/Replacement the order
action -Info shared|| DTSS guided ||Ask cx to raise the complaint || also guide to pack the parcel in original packing// cmn
Comm- apology done|| Guide cx to raise the return/Replacement request

issue: cx wants to return/Replacement the product
action : ask cx to raise return/Replacement complain from cx end|| DTSS followed
comm : ask cx to wait for delivered marked || tat shared 24hrs for delivered marked || guide cx how to raise complain||cmn


*******Item Defective ******

#Cx want to return the order received the defective product || Issue -
Action - Macro shared
Comm- Refer cx to service centre

#Cx want to return the order received the defective product || Issue -
Action- Info shared ||Transfer call to senior as the brand is not available on brand list
Comm- Apology done || asked cx to co-ordinate with the senior regarding the complaint// CMN

*****PRODUCT INFO*****
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality|| cx agreed || cmn

*********Within SLA*******
Before Dispatch :
Issue: cx want to know about the order status
Action: info shared
communication: Shared promised dispatch dates and promised delivery date last one ||once order will be shipped, you will get the tracking details ||address verified

After Dispatch :
Issue- Cx want to know the delivery details
Action- Info shared || SMS shared - AWB number
Comm - Actual dispatch date shared || promised delivery date last one.|| Courier partner name || Live location of the order

***Outside SLA*****
Delay in Dispatch :
Issue - Cx order is delay in dispatch
Action - Complaint Raised
Comm- TAT shared 24-48 hrs for update || Delivery details shared

******Delay in Delivery*******
Issue - Cx order is delay in delivery
Action - Complaint Raised || Critical Escalation - marked
Comm- TAT shared ASAP for the delivery of the order || Courier partner name shared

*****Outside SLA (Delay in both Dispatch and Delivery)*****

Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//ask cx to wait for the delivery of the order //cmn


*****Specific Delivery Request*****

Issue: Specific Delivery Request || Date-
Action: specific date mentioned// Info shared
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

*****UD*****
Issue: cx want to know about the order status|| UD marked
Action: complaint raised || FNDR filled|| address verified|| Marked case origin critical escalation
comm- apology done|| rescheduled delivery|| tat shared 24 hours for delivery re-attempt|| Courier partner nameshared
Alternate Phone number-
Alternate Landmark-


*****ODA*****
Issue- cx want to know about the order status||UD marked||out of delivery area
Action- Complaint raised || Info shared || Marked case origin critical escalation
comm- apology done|| TAT shared 24-48 hrs update || Courier partner name shared || CMN


*****SD credit ******
Issue - Cx want to know his refund status
Action - Info shared || initiate date -
Comm- apology done || asked cx to check on his end refund is already initiated on Snapdeal credit || Benefits share||cmn


*****SD Reversal EOD***** (tell cx dont use sd credit amount )

Issue- Cx want to know his refund status|| SD Reversal case
Action- Info shared ||Macro shared|| EOD filled
Comm- Apology done ||TAT shared of 8 working days for reflection ||cx agreed || cmn
remaining tat shared

*****SD Reversal case*****
Issue - cx want to transfer his order refund from refund voucher to bank account
Action- Info shared || Macro shared
Comm- apology done ||Benefits shared of Snapdeal credit ||cx not agreed for the refund voucher||Asked cx to shared the bank details

*****Out for pick up*****
Issue: cx wants to know the complaint status(return case)||out for pick up
Action: info shared||ask to wait till 6 PM
comm: apology done|| shared the courier partner name||also guide to pack the parcel in original packing|| cmn

*****APUC case*****
Issue: product already picked up but not updated(APUC case)
Action: RL filled|| APUC marked||asked cx to share the pick up boy name and pick up boy no
comm: apology done|| tat shared 72 hours for update||ask cx to wait || cmn
Pick up boy name-
Pick up boy number-
Date-

*****RAJASTHAN*****(APUC case)
issue-product already picked up but not updated(APUC case)
Action-info shared|| soft denial given
Comm-apology done|| ask to coordinate with courier boy regarding product

********UPI********(if EOD filled)
Issue: cx want to know about the refund|| refund initiated on-
Action: inform shared || tat shared 6 working days (UPI) for reflection
comm: apology done|| ask cx to wait|| cx agree|| cmn

remaining tat shared

********UPI********(Instant)
Issue: cx want to know about the refund|| refund initiated on-
Action: inform shared || macro shared
comm: apology done||ask cx to coordinate with bank also ||ask cx to share bank statement in pdf from ||tat shared 24-48
hrs for update after receiving the bank statement || cmn

********Outside TAT: (UPI / Bank)********
Issue: cx want to know about the refund||refund initiated on-
Action: inform shared || RRN sms sent || macro shared
comm -apology done || 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 after receiving the bank statement || cmn

Issue: cx want to know about the refund||refund initiated on-
Action: tat shared 5-7 working days (ONDC)
comm: apology done||ask cx to wait||cx agree|| cmn

Issue: cx want to know about the refund||refund initiated on-
Action: tat share ,6 days (bank offline refund ) ,02 hrs (bank online) 7-10 working days(Bank to Bank ),
comm: apology done||ask cx to wait||cx agree||cmn


Issue: cx want to know about the refund||refund initiated on-
Action: tat shared 24 hrs (Wallet), 7-10 working days(credit card or debit card)
comm: apology done||ask cx to wait||cx agree|| cmn

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

-TAT shared 24-48 hrs for the refund initiation

Action- Info shared || Asked cx to shared the bank details|| Macro shared

*****Complete Item Missing*****

Profile - Good+
Issue- cx got the empty parcel(Selling price is less than 400rs.)
Action- info shared || Stages marked CRT investigation done
comm- apology done || tat shared 48hrs for refund initiation||TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days ) for reflection || assurance given || cmn cmn

Profile - Not Good-
Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared || Stages marked CRT investigation SCM
Comm: apology done||tat shared 72 hrs for update || ask cx to wait||cmn



Issue: cx got the empty parcel(Selling price between 400rs and 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done ||ask cx to fill the Digital form and submit it from his end ||asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail ||tat shared 72 hrs for update after receiving the required details || cmn

Issue: cx got the empty parcel(Selling price is more than 1000rs)
Action: macro shared (Empty parcel updated)
comm: apology done ||ask cx to share the undertaking form ||asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail ||tat shared 72 hrs for update after receiving the required details || cmn

*****RAJASTHAN*****
issue- pick up failed more than 3rd attempt(Rajasthan cx)
Action- Info shared ||Macro shared
Comm-Apology done ||ask cx to fill the undertaking form and submit it from his end/asked cx to share the Id proof

*****Cancellation*****
Issue: cx wants to cancel the order || Reason-
Action: request taken
comm: shared order cancelled || cmn

Issue: cx wants to cancel the order || Reason-
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal || cmn

Issue: cx wants to cancel the order || Reason-
Action: request taken
comm: shared cancellation in progress ||tat shared 24-48 hours for update regarding the cancellation || cmn

Issue - Cx want to know his refund status
Action - Info shared || tat shared 48 hours for Refund Initiation
comm: shared cancellation in progress ||tat shared 48 hours for update regarding Refund

*****Outside Tat CIP (Cancellation In Progess)*****

Issue-Cx want to know his refund status
Action - info shared||
comm -apology done||8 days for update


*****Why was my order cancelled*****

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

*****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|| asked cx to share the new address
comm: shared address changed||cmn

*****PDWP*****
COD*****
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

Normal Delivery - Prepaid*****
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised||Normal / Prepaid Delivery ||Status marked Pending with SD
comm: apology done||shared the delivery status ||07Days TAT for update Via mail
Email ID -

OTP Verified*****
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: Info shared
comm: apology done|| Denial given as the order is delivered after the OTP verification|| cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (OTP verification delivery )
comm: apology done||shared the complaint status||ask cx to wait ||cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (Re-investigation)// POD denial marked
comm: apology done||shared the complaint status|| ask cx to wait //cmn


*****PDWP (RFV+COD)*****

Profile good+

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared || Status marked Pending
Comm- Apology done || TAT shared 48 hrs for refund || cmn


Profile not good-
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared||Status marked Pending || Stages marked CX dispute accepted
Comm- Apology done || TAT shared 24 hrs for update|| cmn

*****One or more item is missing shipped together*****

Profile not good or order price is more than 1000
Issue: One or more item is missing shipped together case||got only 1 item
action: Complaint raised|| Info shared|| Stages marked CRT investigation SCM
Comm: apology done||rpi not initiated||tat shared 24-48 hrs for update regarding the return request ||cmn

Profile good or order price is less than 1000
Issue: One or more item is missing shipped together case ||got only 1 item
Action: Marked CRT investigation done || Macro shared
Comm: Info shared || Refund is initiated || TAT shared (24 hrs||6 days||7 working days|7-10 working days |5-7 working days )|| assurance given || cmn

*****Redirect to Self serve WPD*****
Issue- Cx want to return his order || Cx received the different product
Action- Asked cx to raise the return request from his end
Comm- Guide cx how he can raise the return request|| cmn


*****RPI Denial*****
Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared || apology done || denial given as per RA remarks || cmn

*****CATP*****
#cx wants to return the product ||Issue-
Action: info shared|| denial given
comm: apology done||Denial given as per cx concern

#cx wants to return the product|| cx got the same product as per PDP (CATP)
Action: info shared
comm: info shared||denial given for return||CMN


*****FRAUD CALL*****
Issue: Customer reported refund fraud by app download
Action: Feedback taken
communication: information shared to cx and ask not to share any confidential details || cx agreed || cmn

*****Escalation cases *****
Issue- Cx want to know the complaint status
Action- Info shared as per the escalation team remarks
Comm- Info shared || apology done || TAT shared as per escalation Team

senior
cx wants senior call soo call transferred to senior

ic not changing due to technical issue

Action- Info shared || Asked cx to shared the bank details// Macro shared





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