Notes

https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit?gid=1590187003#gid=1590187003

*****PRODUCT INFO*****

Issue: cx wants to know about the product
Action: info shared

issue:- cx want to know about product on another account
Action:- asked to call from the same number

Issue: No query
Action: After giving 3 warnings, call disconnected

Issue: language barrier
Action: call transfer to cx's preferred Language

*********Pending for Verification ***********

Pending For Verification (Within TAT)

Issue: order not verify//pending for verification
Action: info shared
comm: tat shared 24 hours for call//

Pending For Verification (Outside TAT)

Issue: order not verify//pending for verification
Action: info shared
comm: tat shared 24-48 hours for update //

****Within SLA Before Dispatch*****

Issue: cx want to know about the order status
Action: info shared to cx regarding order status
communication: Shared promised dispatch dates and promised delivery date last one //

*****Within SLA After Dispatch*****

Issue: cx want to know about the order status
Action: Info shared regarding order status // AWB SMS shared
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//


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

Issue: Specific Delivery Request
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//

*****Item Stuck at one location*****

Issue: Order stuck at one location
Action: complaint raised//Info shared regarding order status
comm: tat shared 24-48 hours for update//shared the promised delivery date last one //Courier partner name shared on call //


*****Outside SLA Before Dispatch (Delay in Dispatch)*****

Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised //
comm: tat shared 24-48 hours for update//shared order delivery details //


*****Outside SLA After Dispatch (Delay in Delivery)*****

Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//
comm: shared the order delivery details // asked cx to wait for the order delivery// will try to deliver the cx order asap//


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

Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised//
comm: ask cx to wait for the delivery of the order //

*****First Time OFD*****

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

*****UD****

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

*****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
communication: TAT shared 24-48 hrs update // Courier partner name shared // CMN
Alternate Phone number-
Alternate Landmark-
Address-

*****UD***** (Unable to fill the FNDR)

Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Marked case origin critical escalation
comm: unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //
Alternate Phone number-
Alternate Landmark-
Address-

*****OFD After UD*****

Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//AWB number SMS shared//Marked case origin critical escalation
communication: ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS

*****RTO*****

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared
comm: shared the UD reason with cx//

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// TAT shared 24-48 hours for initiation//

*****Cancellation*****

Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared order cancelled//

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 //

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//

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//TAT shared 6 days for the refund initiation after refusing at door step//

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

Issue: cx wants to know why order cancelled
Action: info shared
comm: shared the cancellation reason//

*****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//

Issue: cx wants to change the delivery address
Action: info shared// asked cx to share the new address
comm: shared address changed//


*****PDWP*****

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken
comm: shared the delivery status//ask cx to place a new order//


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised//
comm: shared the delivery status// tat shared 7 days for update regarding POD //
Email id :-


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

Profile good

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

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- TAT shared 24 hrs for update //

*****Refund*****

Cancellation in Progress:

Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- TAT shared 48 hours for update// ask cx to wait //

Issue- cx want to know his refund status
Action- Info shared (CIP marked ) (Escalated to Tech team )
Comm- TAT shared 8 days for update// ask cx to wait //

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

Issue: payment deducted but order not confirmed
Action: Info shared
comm: tat shared 72 hours for auto reverse//


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

Issue - Cx want to know his refund status
Action: req already 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 //


*****RPU initiated on the same time*****

#
Action Taken- shared the courier partner name//RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing//

*****RPU not initiated on the same time*****

#
Action Taken-return req raised//Info shared//tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing//

*****Manual Case*****

Issue: cx wants to return the product(manual case)
Action: Info shared
comm: TAT shared 48 hrs for update regarding reverse pick up //

*****Pick up Reschedule****

Issue: cx wants to know the complaint status(return case)
Action: Info shared //RL filled// Pick up address confirmed //
comm: shared the complaint status// tat shared 2-3 days for pickup//shared the courier partner name // also guide to pack the parcel in original packing//
Alternate Number:
Alternate Landmark:
Address:

*****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: shared the courier partner name//also guide to pack the parcel in original packing//
Courier Partner Number

*****APUC case*****

Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked
comm: tat shared 72 hours for update//ask cx to wait //
Pick up boy number-
Courier partner name:-

*****Pick up retain/cancellation*****

Issue- Cx want to cancel the pick up request//
Action-RL panel Filled // Return request closed // Asked cx to share the reason
Comm- Informed cx that return request is closed //


*****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// case move in CRT investigation SCM
Comm: rpi not initiated//tat shared 48 hrs for update regarding the return request //

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 // TAT shared 24 hrs for refund initiated //TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days )// assurance given //

*****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: tat shared 48 hrs for refund initiation // assurance given //

Profile - Not Good

Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation SCM
Comm: tat shared 72 hrs for update// ask cx to wait//

Issue: cx got the empty parcel(Selling price between 400rs and 1000rs)
Action: macro shared (Empty parcel digital form)
comm: 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 //

Issue: cx got the empty parcel(Selling price is more than 1000rs)
Action: macro shared (Empty parcel updated)
comm: 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 //

*****Redirect to Self serve WPD(DTSS FOLLOWED ) *****

Issue- Cx want to return his order // Cx received the different product
Action- Asked cx to raise the return request from his end\SMS of video link Shared
Comm- Guide cx how he can raise the return request //


*****RPI Denial*****

Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared // denial given as per RA remarks ///

Issue- cx want to know his return request status
Action- Info shared (Deny refund )
Comm- info shared // denial given as per RA remarks ///


*****SD credit ******

Issue - Cx want to know his refund status
Action - Info shared //
Comm-asked cx to check on his end refund is already initiated on Snapdeal credit//


*****Item Defective (Service center)*****

Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Macro shared
Comm- Refer cx to service center as the order is on brand warranty// cx agree //

Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Transfer call to senior as the brand is not available on brand list
Comm- asked cx to co-ordinate with the senior regarding the complaint//

*****CCA EOD*****

Issue- Cx want to know his refund status// CCA Marked
Action - Info shared // EOD filled // Macro shared
Comm- TAT shared of 6 days for reflection// cx agreed //

*****SD Reversal EOD*****

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

*****SD Reversal case*****

Issue - cx want to transfer his order refund from refund voucher to bank account
Action- Info shared // Asked cx to shared the bank details// Macro shared
Comm- Benefits share of the Snapdeal credit // cx not agreed for the refund voucher//

*****CCA Marked *****

Issue- cx want to know his refund status
Action- Info shared // CCA/PUC marked
Comm- TAT shared 24 hours for update //


*****NEFT went on hold *****

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


*****Invoice*****

Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//


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

*****CATP*****

Issue: cx wants to return the product // Issue-
Action: info shared// denial given
comm: Denial given as per cx concern

Issue: 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//

*****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//

*****Escalation cases *****

Issue- Cx want to know the complaint status
Action- Info shared as per the escalation team remarks
Comm- Info shared //TAT shared as per escalation Team

***********************UPI *****************************

Issue: cx want to know about the refund//
Action: ask check bank statement ( online mode )
comm: shared info refund Already reflect //


Issue: cx want to know about the refund//
Action: tat shared 6 days (UPI offline refund )
comm: ask cx to wait//


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


Issue: cx want to know about the refund//
Action: tat shared 24 hrs (Wallet),
comm: ask cx to wait//

Issue: cx want to know about the refund//
Action: info shared //rrn sms sent
communication: UTR number shared //ask cx to coordinate with bank also //

******************NEFT ********************

Issue: cx want to know about the refund
Action: macro shared (ask for NEFT details )//tat shared 24-48 hours for update after receiving the Bank details
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details

********************************BANK STATMENT ************************

Issue: cx want to know about the refund//
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 after receiving the bank statement //

Issue - Cx want to know his refund status//
Action: req already 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 //


*************************Rajasthan******************************

issue:-cx wants to know the complaint status(return case)
Action:- macro shared ( Rajasthan UT form )
Comm:- ask shared form and Aadhar card images //once shared details are team will update //

issue:- cx wants to know the complaint status(return case)
Action:- deny shared (after 6th attempt )
comm:- info shared //soft deny given //

Issue: product already picked up but not updated(APUC case)
Action:- info shared //soft deny given
Comm:- info shared //asked cx to co-ordinate with courier boy //