Notes

***RMT***

issue-query not clear
action-call not connected // mail marked or mail not marked (standard template) // status- pending w snapdeal
comm-need to ask exact issue regarding pd

issue-RFV reversal case
action-call not connected //
comm-need to confirm bank details as got via unregistered mail id

______________________________________________________________________________________
#Empty parcel {Profile-Good & Selling price <400}
actn-call connected // mail marked
comm-tat shared 48hrs for refund initiation among w/ 6 days/ 3-4 days for reflection

#Empty parcel {Profile-not visible & Selling price <400}
actn-call connected // mail marked (empty parcel received) // Queue - CRT investigation SCM // status- pending
comm-tat shared 72hrs for update


#Empty parcel {Profile-Good & Selling price b/w 400-1000}
actn-call connected // mail marked (empty parcel digital form)
comm-ask cx to fill and submit digital form along w/ images of Snapdeal inner, outer packaging, invoice and ID proof// tat shared 72 hrs as getting form


*As digital form received*

#Empty parcel {Profile-Good & Selling price b/w 400-1000}
actn- call connected // mail marked (already escalated) // Queue- CRT investigation SCM // status-pending
comm-tat shared 72hrs for update


#Empty parcel {Profile-Good & Selling price >16000}
actn-call connected // mail marked (empty parcel updated form)
comm-ask cx to fill and share UT form among with Snapdeal inner,outer packaging, invoice and Id proof via mail // tat shared 72hrs as getting asked details

*As form or images received*

#Empty parcel {Profile-Good & Selling price >1000}
actn- call connected // mail marked (empty shipment undertaking received)
comm-tat shared 72hrs for update
______________________________________________________________________________________
#PDWP CASE (COD)
actn-call connected // mail marked (COD order delivered)
comm-ask cx to place a fresh order

#PDWP CASE (COD + RFV) {Profile-Good}
actn-call connected // mail marked (already escalated) // status- pending
comm-tat shared 48hrs for refund

#PDWP CASE (COD + RFV) {Profile-not visible}
actn-call connected // mail marked (already escalated) // status- pending // stage- CX dispute accepted
comm-tat shared 24hrs for update

#PDWP CASE (PREPAID)
actn-call connected // mail marked (already escalated) // status-Pending w SD
comm-tat shared 7 days for update
______________________________________________________________________________________

#One or more items shipped together {Profile-Good & selling <1000}
actn-call connected // mail marked (neft initiated)
comm-tat shared reflection tat

#One or more items shipped together {Profile-not visible & selling <1000 or selling >1000}
actn-call connected // mail marked // Queue- CRT investigation SCM // status- pending
comm-tat shared 48 hrs for update
______________________________________________________________________________________
#RA Remarks

issue-RPI Denial
actn-call connected // mail marked
comm-denial shared to cx as per RA remark

#Deny Refund
actn-mail marked (return request denied all scenario)
comm-denial shared to cx regarding refund as per RA remarks via mail

#Deny Refund
actn-call connected // mail id not present
comm-denial shared to cx regarding refund as per RA remarks on call

#images required
actn-call connected // mail marked (images requested)
comm- asked images of pd, invoice along with ID proof as per RA remarks

*As getting images*
actn-call connected // mail marked (already escalated) // Queue- CRT investigation SCM
comm-tat shared 48hrs for update
______________________________________________________________________________________
issue-damage // returnable
actn-call connected // case move in Queue ( NQA false investigation SCM)
comm-tat share 24hrs for update

issue-non returnable ( need to ask images in evry scenario)
actn-call connected // mail marked
comm-ask cx to share images via mai

*RAC (NON-RETURNABLE)
#any scenario//if images got & validated
actn-call connected // Queue- NQA false investigation SCM // status-open
comm-tat shared 24hrs for update

*RAC (NON-RETURNABLE)
#any scenario//if images got & validated
actn-call not connected // mail marked ( already escalated) // Queue- NQA false investigation SCM // status-open
comm-tat shared 24hrs for update via mail
______________________________________________________________________________________
*CATP ( 7+2 days return policy over)*

issue-cx want to return the item//7days return is ended
actn-call connected // mail marked (CATP Promo code)
comm-Denial shared for return

______________________________________________________________________________________
*FMCG*

Issue-cx want to return the product//got old item
Action-call connected // mail shared(images requested)
Comm-ask cx to share product images to validate his concern//cmn


***(false validated)***

Issue-cx want to return the product//got old item
Action- images received & validated
Comm-cx concern finds false as validating images//soft denial shared regarding return request//cmn


***(profile-good & selling price <400)***

Issue-cx want to return the product//got old item//{profile good & selling price<400}
Action-call connected// images received & validated//select stage-rpi required (incomplete details)//moved case in queue ( nqa false investigation_ce)//status-pending
Comm-tat shared 24 for regarding pickup update//cmn


***(profile-bad & selling price>400)***

Issue-cx want to return the product//got old item//profile bad or selling price>400
Action-call connected//images received & validated//moved case in queue (nqa false investigation_scm)
Comm-tat shared 24hrs for update//cmn

______________________________________________________________________________________

*REFER TO SERVICE CENTRE*

#connectivity issue
actn-call connected // mail marked ( customer refered to service centre)
comm-refer to service centre as pd within brand warranty

#if service centre is not responding to call or mail
actn-call connected // mail marked ( image of mail sent ss)
comm-ask cx to share screenshot

#as getting ss
actn-call connected // mail marked (already escalated) // status- pending w snapdeal
comm- tat shared 48hrs for update
______________________________________________________________________________________
*EOD// Refund*

issue-Refund Related
actn-call not connected // mail marked (Refund confirmation)
comm-need to confirm bank details as got from unregistered mail id


#id details sents from registered mail,then need to fill eod

*EOD REJECTED*

issue-Refund Related
actn-call connected // mail marked (EOD reject)
comm-ask cx to new bank details
______________________________________________________________________________________
*REFUND ( WITHIN TAT)*

issue-Refund Related
actn-call connected // mail marked (refund initiated cust contacts with in TAT new) // status-awaiting refund confirmation
comm-tat shared remaining days for reflection

*REFUND (OUTSIDE TAT)*

issue-Refund Related (COD MODE)
actn-call connected // mail shared
comm- asked bank statement in pdf form from CCA to till date via mail

issue-Refund Related (PREPAID)
actn-call connected // mail marked
comm- asked bank statement in pdf form from purchase date to till date via mail


*As getting bank statement & validated*

issue-Refund Related
actn-call connected // mail shared ( already escalated) // status-pending w SD // stage-esc to PG team // disposition-bank statement received but refund not received
comm-tat shared 48hrs for update

*UTR no. is Visible* ( PREPAID ONLY)*

issue-Refund Related
actn-call connected // mail marked ( refund delayed prepaid)
comm-UTR no. Shared// ask to coordinate with bank


*If CX ask for UTR no. ( PREPAID ONLY)*

issue-Refund Related
actn-call connected // mail marked ( already escalated) // status-pending w SD
comm-tat shared 48hrs for update

*If refund visible in bank statement*

issue-Refund Related
actn-call connected // if call not connected then need to share mail ( standard template) otherwise not
comm-ask cx that refund is showing on date
______________________________________________________________________________________

*APUC*

#APUC Case
actn-call connected // RL filled // mail marked (already escalated) // status-pending w snapdeal // stage-APUC
comm-tat shared 72hrs for update

#APUC Case
actn-call connected // mail marked (apuc Denial)
comm-cx unable to provide mandatory details//ask cx to coordinate w pickup boy

*PUC Marked but CCA not* (after 24hrs of puc)

@rehanasultan
actn- status-pending w SD //macro (already escalated)
comm-tat shared 48hrs for update

______________________________________________________________________________________
*CIP*(PREPAID) within TAT

#Refund Related (CIP marked)
actn-call connected // mail marked (CIP stuck refund delayed) //status-closed
comm-tat shared 48hrs for refund initiation

*CIP* (PREPAID) Tat breached*

#Refund Related (CIP marked)
actn-call connected // mail marked (CIP stuck refund delayed) // status-pending w SD // stage- ESC to tech team
comm-tat shared 8 days for refund initiation



CIP in delivered secenario- from CCA DATE
CIP in cancelled scenario - from CLD in dispatch history
______________________________________________________________________________________
*NEFT WENT ON HOLD (COD)* within TAT

#Refund Related ( NEFT went on hold)
actn-call connected // mail marked ( already escalated) // status- closed
comm-tat shared 5 days for update

*NEFT WENT ON HOLD (COD)* TAT breached


#Refund Related ( NEFT went on hold) // TAT Breached
actn-call connected // mail marked ( already escalated) // status- pending w SD // stage- ESC to PG team // disposition-on hold -refund
comm-tat shared 48hrs for update
______________________________________________________________________________________