Notes

*******LINKS*******

Ozonetel Link:
https://agent.cloudagent.ozonetel.com/login

SF Link:
https://snapdealcx.my.site.com/SnapdealSearch

Update Link sheet:
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=1012564698

What's new sheet:
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280

Brand list sheet:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=997653441

Empty Parcel Sheet (400-1000):
https://accounts.google.com/InteractiveLogin/signinchooser?continue=https%3A%2F%2Fdocs.google.com%2Fspreadsheets%2Fd%2F1rVDui3gncVKW2lL55_J8w-v4wSEQCPS7ytHWbjktyzs%2Fedit&followup=https%3A%2F%2Fdocs.google.com%2Fspreadsheets%2Fd%2F1rVDui3gncVKW2lL55_J8w-v4wSEQCPS7ytHWbjktyzs%2Fedit&ltmpl=sheets&osid=1&passive=1209600&service=wise&ifkv=AcMMx-ddsW2k4B2On0oq4_C6nIdtUmcWkQoedFIFuRTmoaTwFPgmeVPZlf8csl2UspDVJ4s6xkkobQ&ddm=1&flowName=GlifWebSignIn&flowEntry=ServiceLogin#gid=2052391753

USER [email protected]
PASSWORD-Snap@1199

Tat sheet:
https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit?pli=1&gid=1154470807#gid=1154470807


***SHORT CALLS****

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

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

Issue: no ringing
Action: Call back
comm: no response from cx side// after giving 3 warnings, call transfer from my end//Call back done cx not answer the call//cmn

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 prefered language
comm: NA//call transfer to prefered language

*********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


****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 //once order will be shipped, you will get the tracking details// cmn

*****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//cmn

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

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

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

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






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





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

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





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

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





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

*****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// 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


communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
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


communication: apology done// TAT shared 24-48 hrs update // Courier partner name shared // CMN

*****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: apology done// unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile number -
Alternate Landmark-

*****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: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///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

*****RTO*****(Prepaid case)(give tat as per payment mode)
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//apology done// TAT shared 24-48 hours for initiation// TAT shared (7-10 working days , 24 hours, 5-7 working days) for reflection after initiation //cmn

*****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: shared cancellation in progress//tat shared 24-48 hours for update regarding the cancellation // 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: 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//cmn

*****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

*****PDWP*****(Prepaid)
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised//Case Marked Pending With SD
comm: apology done//shared the delivery status// tat shared 7 days for update regarding POD //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

*****Refund*****
Cancellation in Progress:

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

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


Refund Within TAT :

Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund ) ,6 days (bank offline refund ) ,02 hrs (bank online) ,24 hrs(UPI Online),24 hrs (Wallet), 7-10 working days(credit card or debit card), Instant(UPI), 5-7 working days (ONDC)
comm: apology done//ask cx to wait//cx agree// cmn

Refund Outside TAT :

Issue: cx want to know about the refund//refund initiated on-
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 // cmn

Issue - Cx want to know his refund status//refund initiated on-
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

*****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 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 //cmn

*****DTSS return complaint*****
Issue- Cx want to retrun his order //customer return reason-
Action- Asked cx to raise the return request from his end
Comm- Guide cx how he can raise the return request //DTSS followed cmn

*****DTSS return complaint(order is OFD or Shipped)
Issue- Cx want to retrun his order //customer return reason-
Action- replied on call//product is in shipped condition
Comm- info shared//apology done//as cx to wait 24 hrs for marking delivered//DTSS followed cmn


*****DTSS return complaint(UD,RTO,canceled)

Issue- Cx want to retrun his order //customer return reason-

Action- replied on call//macro sent(image requested general)//product is UD marked
Comm- info shared//apology done//ask cx to share product image, brand packaging, invoice copy//cmn

*****Fresh Return Complaint*****

RPU initiated on the same time
Issue(Level 3 remarks)-
#
Action Taken- apology done// shared the courier partner name//RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing// cmn

RPU not initiated on the same time
Issue(Level 3 remarks)-
#
Action Taken-return req raised//Info shared//apology done//tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//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: TAT shared 48 hrs for update regarding reverse pick up // CMN

*****Pick up Reschedule*****(need to select stage according to customer VOC)


Issue: cx wants to know the complaint status(return case)
Action: Info shared //RL filled// Pick up address confirmed // asked cx to share the alternate phone number// Status(pending with snapdeal)
comm: apology done//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// cmn

*****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 courier partner and number//also guide to pack the parcel in original packing// cmn

*****Out for pick up*****(after pickup failure)(need to select stage according to customer VOC)
Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 PM//status(Pending with snapdeal)
comm: apology done//shared the courier partner name//also guide to pack the parcel in original packing// cmn

*****APUC case(Rajasthan customer)

Issue- product already picked up but not updated(APUC case)
action- information shared//denial given
comm-info shared//apology done//ask cx to coordinate with courier boy//cmn

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

Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC stage marked//asked cx to share the pick up Partner and pick up boy no
comm: apology done//tat shared 72 hours for update//ask cx to wait // Status(pending with snapdeal)cmn
Pick up partner name-
Pick up boy number-
Pickup date-

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

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

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

Profile not good or order price is more than 1000

#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//tat shared 48 hrs for update regarding the return request //cmn

Profile good or order price is less than 1000

#One or more item is missing shipped together case//got only 1 item
Action: Marked stage CRT investigation done // Macro shared(Neft refund initiated)
Comm: Info shared // Refund is initiated // TAT shared (6 days/24 hrs/7-10 working days /5-7 working days )// assurance given // cmn

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

Profile - Good

#cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation done
comm: apology done//tat shared 48 hrs for refund initiation// assurance given // cmn cmn

Profile - Not Good

#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

#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

#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

*****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

*****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 shared //cmn

*****Item Defective (Service centre)*****

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

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- Apology done // asked cx to co-ordinate with the senior regarding the complaint// CMN

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

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


*****SD Reversal EOD filled*****
Issue- Cx want to know his refund status // SD Reversal case
Action- Info shared // (Neft refund initiated)Macro shared // EOD filled
Comm- Apology done // TAT shared of 8 working days for reflection //cx agreed // cmn

*****SD Reversal case bank details not available*****
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// CMN

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

*******PUC marked*********
Issue-cx wants to know about his refund status(PUC marked)
Action-replied on call//tat shared 24 hrs for update
comm-info shared//ask cx to wait 24 hrs for refund update

*****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


*****Invoice*****
Issue: invoice related issue
Action: email id confirmed//invoice 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
cx mail id -

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

******Complaint Highlight*******
Issue-cx wants to know about return status
Action-replied on call//tat shared 24-48 hrs for update
comm-info shared///complaint highlight//tat shared 24-48 hrs for update//cmn

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