Notes

We tried calling you regarding the return status of your product: ; but couldn't reach you.
We tried calling you regarding the refund status of your product: ; but couldn't reach you.
I tried calling you regarding the return status of your product: ; but couldn't reach you.
We tried calling you regarding your concern with your recent order: ; but couldn't reach you.
This is with reference to the return status of your product:
As per the telephonic conversation,

[email protected]
welcome2@2@

[email protected]
pass@123

IASPL18804
pass@1234

notes.io/w2Xf5 -CMN NOTES
notes.io/wxGTs

[As Working on Case]
[Pls refer case ]

**Bank details already got on case**

Marked Critical escalation as cx came to us repeated

**********QUERY NOT CLEAR********

[DIALER ISSUE]

#Query not clear
Actn-mail N/A
comm-need to ask exact issue regarding pd

#Query not clear
Actn-call NC // disposition selected NC
Comm-need to ask exact issue regarding pd

#Query not clear
Actn-call connected {language barrier} // disposition selected
Comm-need to ask exact issue regarding pd // guide cx to call on 92126 92126

#Query not clear
Actn-call connected [But as opening cx dropped the call] // disposition selected
Comm-need to ask exact issue regarding pd

#Query not clear
Actn-call connected [But cx no responded & call ended by me as verbiage given] // disposition selected
Comm-need to ask exact issue regarding pd

We tried calling you regarding your concern with the recent product: ; however, we were unable to connect.
To assist you better, we would appreciate it if you could clarify the specific issue you are facing with the product. This will help us resolve your concern more efficiently.
Please feel free to reply to this email with any details or questions you may have. Alternatively, you can also coordinate with us on 9212692126.
We appreciate your understanding, and we look forward to your response.
Thank You,
Team Snapdeal

**********EMPTY PARCEL**********
✅
{Profile-Good & Selling price <400}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked
Comm-tat shared 48hrs for refund initiation & 24 hrs // 3-4 days (UPI to UPI) // 6 days (cod to UPI) for reflection after initiation
cx mail id-

******************************************************************************************
We tried calling you regarding the refund status of your product: ; but couldn't reach you.

This is with reference to the refund status of your product:
As per our telephonic conversation, we apologize for the unpleasant experience you recently had with us. Rest assured, your concerns are duly noted, and our team is currently processing your refund of amount ₹, and it will be initiated within the next 48 hours. Once the refund has been initiated, please allow up to 6 days// 3-4 for the amount to reflect in your bank account, as processing times may vary depending on your bank.
If, for any reason, the refund does not appear within this timeframe, we recommend reaching out to your bank for assistance, as they may be able to provide additional information regarding the transaction.
We appreciate you for your patience, and please feel free to contact us if you have any further questions.
Thank You,
Team Snapdeal

We tried calling you regarding the refund status of your product: ; but couldn't reach you.
This is with reference regarding the refund status of your product:
As per the telephonic conversation, We understand that you are facing issues with the delivery of your order. We are sorry for the inconvenience. Please give us a maximum time of 48 hrs for refund initiation of amount ₹.Once the refund has been initiated, the amount will be reflect into Snapdeal Credits within 24hrs. The refund will be valid for 1 year as soon as it gets reflected on your Snapdeal Credits account and can be used for your future purchases on Snapdeal.
If you have any other query or concern, feel free to reply. We'd be glad to help you.
Thank You,
Team Snapdeal

This is with reference to your concern regarding the refund status of your item:

As per the telephonic conversation, We understand that you are facing issues with your recent purchase with us. We are sorry for the inconvenience. Please give us a maximum time of 48 hours for refund initiation, which will reflect in your account associated with your UPI within 3-4 days, depending on your bank's processing times

Transaction amount: ₹221.00

Thank You,
Team Snapdeal

******************************************************************************************

{Profile-Good & Selling price <400}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked
Comm-asked UPI ID via mail (neither details present nor registered mail id) // need to fill EOD [History clear as per RA]

***************ASKING NEFT DETAILS***********
I tried calling you regarding the refund status of your product: ; but couldn't reach you.
This is with reference to the refund status of your product:
As per telephonic conversation, your refund of ₹ is pending due to the unavailability of your UPI details.
To process your refund smoothly, please share your UPI details as follows:

UPI ID:

Please note that the refund will be issued once we receive and verify your UPI ID.
I look forward to your response.
Thank You,
Mayank

{Profile-Good & Selling price <400}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked // EOD filled on -11-2024 with remarks [History clear as per RA]
Comm-Tat shared 6 days for refund reflection

We tried calling you regarding your refund status of your product: ; but couldn't reach you.

This with reference to the refund status of your recent product:
As per telephonic conversation, we have received your bank account details and have successfully processed your refund to your account ending with . This refund will appear in your account within 6 days.

As per telephonic conversation, we have received your UPI ID and have successfully processed your refund to your bank account associated with your UPI ID. This refund will appear in your account within 6 days.

😞❌
{Profile-not visible & Selling price <400}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked (empty parcel received) // case move to Queue (CRT investigation SCM) // status- pending
Comm-tat shared 72hrs for update
cx mail id-

📱🖍️
{Selling price b/w 400-1000}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked
Comm-asked digital form via mail // tat shared 72 hrs for update as getting asked form


*As digital form received*✅

{Selling price b/w 400-1000}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked // case moved to Queue (CRT investigation SCM) // status-pending
Comm-tat shared 72hrs for update [as digital form received]


📋🖋️
{Selling price >1000}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked
Comm-asked UT form along with SD inner,outer packaging, invoice and ID proof via mail // tat shared 72hrs for update as getting asked details


*As form or images received*✅

{Selling price >1000}
#COMPLETE ITEM MISSING
Actn- call connected // mail marked // case moved to Queue (CRT investigation SCM) // status-pending
Comm-tat shared 72hrs for update
[as UT form received along with req images]

👍🏻
#COMPLETE ITEM MISSING
{Images req as per RA remarks}
Actn-mail marked
Comm-asked images of SD packaging, invoice along with ID proof via mail

This is with reference to the return status of your product:

I apologize for the dissatisfaction with your recent purchase. To assist you with the return process, please provide the following details promptly:

Snapdeal Packaging
Invoice Copy
ID Proof

Once received, our team will promptly verify the details and proceed with your request.

Looking forward to your prompt response.

Thank you,
Mayank


*As getting images*✅

#COMPLETE ITEM MISSING // {Required images received}
Actn-call connected // mail marked // case move to Queue (CRT investigation SCM)
Comm-tat shared 48hrs for update


{Profile-Good, Selling price <400 & hindi IC}
#COMPLETE ITEM MISSING
Actn-call connected // mail marked // Tagged rehana mam in SF below // stage -CRT Done // status- pending w SD
Comm-Tat shared 48hrs for update

@
Dear Mam,

Kindly approve PD's amount {Hindi IC, Profile-Good & Selling price <400}

Suborder ID:
Case ID:

Regards
Mayank

***ONE OR MORE ITEMS SHIPPED TOGETHER**
✅
{Profile-Good & selling <1000}
#ONE OR MORE ITEMS SHIPPED TOGETHER // got only 1, out of 2 {}
Actn-call connected // mail marked
Comm-tat shared 24 hrs // 3-4 days (UPI to UPI) // 6 (COD to UPI) days for refund reflection


❌
{Profile-not visible & selling <1000}
#ONE OR MORE ITEMS SHIPPED TOGETHER // got only 1, out of 2 {}
Actn-call connected // mail marked // case moved to Queue (CRT investigation SCM) // status- pending
Comm-tat shared 48 hrs for update
cx mail id-


#ONE OR MORE ITEMS SHIPPED TOGETHER
{Images req as per RA remarks}
Actn-mail marked
Comm-asked images of SD packaging & invoice via mail


*******************************shipped together*************************

We tried calling you regarding the refund status of your product: ; but couldn't reach you.
This is with reference to the refund status of your product:
As per the telephonic conversation, we apologize for the unpleasant experience you recently had with us. Rest assured, we have successfully initiated your refund to your account.
The refund amount will appear in your account // within 3-4 days // 6 days as per standard banking procedures.

Transaction amount: ₹
Refund Date:

Thank You,
Team Snapdeal

We tried calling you regarding the refund status of your product: ; but couldn't reach you.
This is with reference to the return status of your recent product:
As per telephonic the conversation, we apologize for the unpleasant experience you recently had with us. Rest assured, your refund of amount ₹ has been successfully initiated on 06-11-2024 to your account associated with your UPI ID. The amount will appear to your account within 3-4 // 6 days, depending on your bank's processing times.
If, for any reason, the refund does not appear within this timeframe, we recommend reaching out to your bank for assistance, as they may be able to provide additional information regarding the transaction.
Thank you for your patience, and please feel free to contact us if you have any further questions.
Thank You,
Team Snapdeal

******************************************************************************************
#cx got same size, but fitting large / small // cx didn't use the pd
Actn-call connected // IC updated // moved case to Queue {NQA false investigation SCM}
Comm-Tat shared 24 hrs for update on call
// Tat shared 48 hrs for PD's pickup // pickup team name shared on call

#cx got white color, in place of red color
Actn-call connected // IC updated // mail marked
Comm-PD's images req via mail // tat shared 24 hrs for update on call // tat shared 48 hours for pd's pickup // pickup team name shared on call

#
actn-call connected // moved case to Queue {NQA false investigation SCM}
comm-tat shared 24hrs for update on call {as RPU not initiated yet} // Tat shared 48 hrs for PD's pickup // pickup team name shared on call


#cx got pd in only 1 quantity [Out of 2]
actn-call connected // L2 updated // case moved in Queue [freebie/partial]
comm-tat shared 24 hrs for update on call {as RPU not initiated yet} //Tat shared 48 hrs for PD's pickup // pickup team name shared on call

#images got & validated
actn-call connected // case moved in queue (NQA false investigation SCM)
Comm-tat shared 24 hrs for update on call {as RPU not initiated yet} // Tat shared 48 hrs for PD's pickup // pickup team name shared on call

#as per below image
actn-call NC // mail marked //case moved in queue (NQA false investigation SCM)
Comm-tat shared 24 hrs for update via mail


*********IMAGES REQUESTED GENERAL*********

We tried calling you regarding the return status of your product: ; but couldn't reach you.

This is with reference to the return status of your product :

As per the telephonic conversation, i apologize for the dissatisfaction with your recent purchase. To assist you with the return process, please provide the following details promptly:

Product Image

Once received, our team will promptly verify the details and proceed with your request.

Looking forward to your prompt response.

Thank you,
Mayank

________________________________________________________________________

{PD's Status-UD Marked} // Delivery Date:

#
Actn-call connected // mail marked
Comm-asked images SD packaging, invoice along w Delivery date via mail

{PD's Status-UD Marked}

#
Actn-call connected // mail marked // pending w SD
Comm-Tat shared 48 hrs for update

---SD packaging, invoice,PD images---


We tried calling you regarding the order status of your product: ; but couldn't reach you.

This is with reference to the order status of your product :

As per the telephonic conversation, i apologize for the dissatisfaction with your recent purchase. To assist you with the return process, please provide the following details promptly:

Snapdeal Packaging
Invoice Copy
Delivery Date

Once received, our team will promptly verify the details and proceed with your request.

Looking forward to your prompt response.

Thank You,
Mayank


{PD's Status-OFD}

#
Actn-call connected // mail marked //pending w snapdeal
Comm-Tat shared 24 hrs for delivered marked

We tried calling you regarding the order status of your product: ; but couldn't reach you.
This is with reference to the order status of your product:

As per telephonic conversation, i am really sorry that you had a disappointing experience this time and offer you my sincere apologies.

This issue is being investigated and we are working on this. would request you to please wait for 24 hrs for delivered marked.

Appreciate your patience and co-operation in this regard.

Thank You,
Mayank
_________________________________________________________________________


#cx want to retain the PD
Actn-call connected // status-closed // stage-NPR (pickup not req) // RL filled
Comm-as cx want to keep item, hence status closed


**********FMCG**********

#got old item
Actn-call connected // mail marked
Comm-PD's images requested via mail


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

{Profile-Good & Selling price <400}✅
#cx got old item
Actn-call connected // mail marked // images received & validated // stage-rpi required (incomplete details) // moved case to Queue (NQA false investigation_CE) // status-pending
Comm-tat shared 24 for regarding pickup update
**PD'S IMAGES**


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

#got old item // {Profile bad or Selling price >400}
Actn-call connected // mail marked // images received & validated // moved case in Queue (NQA false investigation_scm)
Comm-tat shared 24hrs for update
**PD'S IMAGES**


**********PDWP**********

----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 // case move to queue (Delivered wrong place_COD)
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- CE (PREPAID)----
Actn-call connected // mail marked (already escalated) // status-Pending w SD
Comm-tat shared 7 days for update
cx mail id-


#PDWP {7 Days window over)
Actn-call connected // mail marked ( COD order delivered)
Comm-CATP Denial shared (as 7 days window is over)

________________________________________________
***DENIAL CASES***

----Return Related----
{RPI Denied as per RA remarks}
Actn-mail marked
Comm-Denial shared for return via mail

#COMPLETE ITEM MISSING ll #one more items shipped together
{DENY REFUND as per RA remarks}
Actn-mail marked
Comm-Denial shared for refund via mail

We tried calling you regarding the refund status of your product: ; but couldn't reach you.

This is with reference to the refund status of your product:

We understand that you are not happy with your recent purchase with us. However, while processing your request, we reviewed your account and found some transactions that do not pass our internal checks.

We are sorry that we will be unable to complete your return request.

Thank You,
Team Snapdeal

*CATP ( 7+2 days return policy over)*

# { 7 days easy return policy is over}
Actn-call connected // mail marked (CATP Promo code)
Comm-CATP Denial shared for return


*CATP (GOT SAME ITEM AS PDP)

#cx got same pd as PDP {Non-returnable item}
Actn-call connected // mail marked (RATP_non returnable service_no 1 agent)
Comm-CATP Denial shared to cx as per concern

#cx got same size pd, but fitting large it small
Actn-call connected // mail marked
Comm-CATP Denial shared for return as cx wore the pd


*REFER TO SERVICE CENTRE*

#connetivity issue // sound issue
Actn-call connected // mail marked ( customer refered to service centre)
Comm-refer cx to service centre as pd within brand warranty

Name:
Contact no:
Mail ID:

Name: Hitage
Contact no: 011-41088831 / 7303141406 / 7867831313
Mail ID: [email protected]

Name: Tecsox
Contact no: 8882115136
Mail ID: [email protected]

Name: Life Like
Contact no: 8199075100
Mail ID: [email protected]

************************************************
**********REFUND**********


----RFV Reversal Case----
actn-call NC // mail marked
comm-need to confirm bank details as got from unregistered mail ID

We tried calling you regarding the refund of your product: ; but couldn't reach you.

We would like to inform you that we are unable to process your refund as your bank details were received from a non-registered mail ID. For bank details verification of yours, please contact us at 9212692126.

If you require any further assistance, feel free to reply; we'd be glad to help you.

Thank You,
Team Snapdeal

************************************************

----RFV Reversal Case----
Actn-call connected // mail marked
Comm-informed cx that refunded RFV amount is already used on suborder {}

We tried calling you regarding the refund status of your product: ; but couldn't reach you.

This is in respect to your refund for this suborder (59866330100). We are unable to transfer your amount to the bank as you have already used the refunded amount of ₹268.00 for this suborder (59943290869) from Snapdeal Credits.

We apologize for the inconvenience caused. If you have any other query or concern, feel free to reply. We'd be glad to help you.

Thank You,
Team Snapdeal

************************************************

----RFV Reversal Case----
Actn-call connected // EOD filled on -11-2024 // mail marked
Comm-Tat shared 8 working days for refund reflection

We tried calling you regarding your refund of your product: ; but couldn't reach you.

This with reference to the refund status of your recent product:

As per the telephonic conversation, we have received your bank account details and have successfully processed your refund to your account ending with . This refund will appear in your account within 8 working days.

Transaction amount: ₹
Refund Date: 26-11-2024

Thank You,
Team Snapdeal

----RFV Reversal Case---- {as per below remarks}
Actn-call connected // mail marked
Comm-asked bank details via mail


----RFV Reversal Case----
Actn- call connected // mail marked (EOD reject)
Comm-asked new bank details


----RFV Reversal Case----
Actn-mail marked // call connected
Comm-ask cx to share new NEFT as previous EOD rejected // need to fill eod with remarks- sd credit reversal case (Cancellation already done)

We tried calling you regarding your refund of your product: ; but couldn't reach you.

This is with regard to the NEFT refund against suborder (58497541559). We have discovered that the refund of the amount (239.00) failed due to incorrect NEFT details provided. Kindly share the correct bank NEFT details in the format below:

Account Number:
Account Holder's Name:
IFSC Code:

Once we receive and verify the correct bank NEFT details, we will proceed with the refund process accordingly. Kindly provide the requested information within 24 hours to ensure a smooth refund transaction.

If you have any further questions or concerns, please feel free to reach out. Thank you for your cooperation.

Thank You,
Team Snapdeal


************************************************
----REFUND RELATED----
Actn-call connected // mail marked
Comm-informed that refund amount already credited into RFV on DATE

NEED to inform cx that refund amount already credited into RFV on DATE

We tried calling you regarding the refund of your product: ; but couldn't reach you.

We always want to serve our customers in the best possible manner. Hence the refund of ₹199.00 has been sent on Snapdeal Credits. The refund will be valid for 1 year from 05-11-2024 and can be used for your future purchases on Snapdeal.

If you have any other query or concern, feel free to reply. We'd be glad to help you.

Thank You,
Team Snapdeal

************************************************
----REFUND RELATED {SD Credits}----
Actn-call connected // mail marked // EOD filled on
Comm-tat shared 24 hrs for refund in RFV

This is with reference regarding the refund of your product:

We always want to serve our customers in the best possible manner. Hence, the refund of ₹539 has been initiated on 05-11-2024. The refund will be credited on Snapdeal Credits within 24 hours. The refund will be valid for 1 year as soon as it gets reflected on your Snapdeal credits account and can be used for your future purchases on Snapdeal.

If you have any other query or concern, feel free to reply. We'd be glad to help you.

Thank You,
Team Snapdeal

************************************************

*REFUND ( WITHIN TAT)*

----REFUND RELATED---- {Refund Date:}
Actn-call connected // mail marked (refund initiated cust contacts with in TAT new) // status-awaiting refund confirmation
Comm-tat shared remaining 6 (UPI TO COD) /3-4 days for reflection

[AS WORKING ON CASE]

-----REFUND RELATED [CCA marked]-----
Actn-call connected // mail marked // status-closed
Comm-TAT shared 24 hrs for update

Need to share 24 hrs for update

------REFUND RELATED {CCA Marked}------
Actn-call connected // mail marked // EOD filled on -11-2024
Comm-Tat shared 6 days for refund reflection


-----REFUND RELATED [COD to UPI / UPI to UPI]-----
Actn-call connected // mail marked
Comm-informed cx that amount already refunded on date

Need to inform cx that amount already refunded on date // if not got yet, need to ask bank statement

-----REFUND RELATED [COD to UPI / UPI to UPI]-----
Actn-call connected // mail marked
Comm-TAT shared remaining 3-4 days // 6 days for reflection
________________________________________________

*REFUND (OUTSIDE TAT)*

----REFUND RELATED (COD)---- {Refund Date:}
Actn-call connected // mail shared
Comm- asked bank statement in pdf form from CCA to till date via mail

----REFUND RELATED (PREPAID)---- {Refund Date:}
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*

-----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

*Bank statement
________________________________________________

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

#REFUND RELATED // Refund Date-
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)*

#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*

----REFUND RELATED----
Actn-call connected // if call not connected then need to shared mail ( standard template) otherwise not
Comm-informed cx that amount already showing on Date

We tried calling you regarding the refund of your product: but couldn't reach you.

We would like to inform you that the refund of your item has already been processed in your account on (16-11-2023) with the reference number (332014068678).

As per your bank statement, the amount of ₹160.00 is already credited in your account on (16-11-2023). You can check with the date and the aforementioned reference number.

If you have any other query or concern, feel free to reply. We'd be glad to help you.

Thank You,
Team Snapdeal

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

Dear @rehanasultan mam,

cx's pd had already marked PUC on Date , but still CCA not marked. So, kindly approve the refund of amount ₹786 regarding suborder {}

Regards
Mayank

#cx want to know refund status // {PUC marked but CCA not}
Actn-call connected // status-pending w SD //macro (already escalated)
Comm-tat shared 48hrs for update

******************CIP***********

----REFUND RELATED---- (CIP Marked)
Actn-call connected // mail marked (CIP stuck refund delayed)
Comm-tat shared 48 hrs 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**********

*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


**PRICE PROTECTION****

#Difference b/w the amount paid & MRP // cx paid ₹500 as MRP ₹400 mentioned on pd
Actn-call connected // mail marked
Comm-ask cx to share pd image {Product Image in PDF or JPG format from where MRP is mentioned}

#cx paid ₹500 as MRP ₹400 mentioned on pd
Actn-call connected // mail marked (already escalated) // pending w SD
Comm-tat shared 48 hrs for update


#cx paid ₹500 as MRP ₹400 mentioned on pd // need to fill EOD in Partial NEFT with remark approval attach // when remarks given// pending w RMT
Actn-call connected // mail marked
Comm-asked NEFT details via mail

[As Working on Case]
[Pls refer case ]

-----Pending For Verification (Within TAT)-----

#PENDING FOR VERIFICATION {Within TAT}
Actn-call connected // mail marked (verification of COD pending order)
Comm-tat shared 24 hours for call
{AS WORKING ON CASE}

-----Within SLA Before Dispatch-----

#cx want to know about his order status
Actn-call connected // mail marked ( shipping query)
Comm-Info shared regarding delivery details (i.e promised dispatch date // promised delivery date)
{AS WORKING ON CASE}

-----Within SLA After Dispatch-----

#cx want to know about his order status
Actn-call connected // mail marked (shipping current location) // AWB no. shared
Comm-Info shared regarding delivery details (i.e actual dispatch date // promised delivery date last one // live location and courier partner name)
[As Working on Case]

-----Specific Delivery Request-----

#SPECIFIC DELIVERY REQUEST {Date-}
Actn-call connected // mail marked (urgent delivery within SLA)
Comm-Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared
{AS WORKING ON CASE}

-----Item Stuck at one location-----

#ORDER STUCK AT ONE LOCATION
Actn-call connected // mail marked (product stuck courier apology)
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)-----

#ORDER LATE BEYOND PROMISED DATE {Non-shipped}
Actn-call connected // mail marked (shipping escalation)
Comm-Tat shared ASAP for dispatch

-----Outside SLA (Delay in Delivery)-----

#ORDER LATE BEYOND PROMISED DATE (Shipped Case)
Actn-call connected // mail marked (shipping escalation)
Comm-Tat shared ASAP for delivery

-----First Time OFD-----

#cx want to know about pd's delivery {OFD Marked}
Actn-call connected // mail marked (standard template)
comm-ask cx to wait till 9 PM//Courier boy number shared through sms// Courier partner name shared //cx agreed// cmn


-----UD-----

#cx want to know about pd's delivery {UD Marked}
Actn-call connected // mail marked (ud_rest_new) // FNDR filled // address verified // Marked case origin critical escalation
Comm-Tat shared 24 hrs for re-attempt for delivery // courier partner name shared in call
ADRESS:
ALT LANDMARK:
ALT MOB NO:

-----ODA-----
#cx want to know about pd's delivery {ODA Marked}
Actn-call connected // mail marked () // marked case origin critical escalation
Comm-Tat shared 24-48 hrs update // courier partner name shared on call

-----OFD After UD-----

#cx want to know about pd's delivery {OFD after UD}
Actn-call connected // mail marked (standard template) // address verified // AWB no. shared//Marked case origin critical escalation


Comm-ask cx to wait till 9 PM // courier partner name shared // Courier boy number shared through SMS

*****RTO*****

#cx want to know pd's delivery status {RTOed item}
Actn-call connected // mail marked (RTO_COD)
Comm-shared UD reasons // req cx to place a fresh order

-----Cancellation-----

#cx wants to cancel the order // Reason- {Non-shipped case}
Actn-call connected // mail marked (prepaid order cancellation requested)
Comm-infomed cx that order cancelled

#cx want to cancel the order // Reason- {Shipped case}
Actn-call connected // mail marked {post shipment cancellation requested STD}
Comm-guided cx for door-step refusal


-----Why was my order cancelled-----

#cx wants to know why order cancelled
Actn-call connected // mail marked (order cancelled issue wrong price upload non-serviceable)
Comm-shared the cancellation reason // ask cx to place a new order

-----ADDRESS CHANGE-----

#cx want to change his delivery address {Before PRNT}


Actn-call connected // mail marked (address change)
Comm-infomed cx that address got changed

#cx want to change his delivery address {After PRNT}
Actn-call connected // mail marked
Comm-informed cx that we unable to change address // req to place a fresh order or coordinate w courier executive

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


-----Failed Transactions-----

-----PAYMENT DEDUCTED BUT ORDER NOT CONFIRMED----- {Within TAT}
Actn-call connected // mail marked (payment deducted order not confirmed)
Comm-Tat shared 72 hrs for auto-reverse


-----PAYMENT DEDUCTED BUT ORDER NOT CONFIRMED----- {TAT Breached}
Actn-call connected // mail marked
Comm-asked bank statement in PDF format (from payment date to till)

-----Manual Case-----

Issue: cx wants to return the product(manual case)
Actn-call connected // mail marked
Comm-Tat shared 48 hrs for update regarding pd's pickup

-----Pick up Reschedule-----

Issue: cx wants to know the complaint status(return case)
Actn-call connected // mail marked // RL filled
Comm-Tat shared 2-3 days for pd's pickup // courier boy named shared // req cx to keep pd in brand packaging

ADRESS:
ALT LANDMARK:
ALT MOB NO:

-----3 times pickup failed {Rajasthan case)----
Action-call connected // mail marked (Raj UT form)
Comm-asked UT form & Adhaar ID via mail // tat shared 72hrs for update as getting details//

-----Out for pick up-----

# {OUT FOR PICKUP}
Actn-call connected // mail marked // NPR STAGE // PENDING W SD
Comm-ask cx to wait till 6pm // courier team name shared // req cx to keep pd in brand packaging

-----APUC case-----

#APUC CASE
Actn-call connected // mail marked (already escalated) // RL filled
Comm-Tat shared 72 hrs for update
Pickup partner:
Pickup boy's mob no:

#APUC CASE
Actn-call connected // mail marked (APUC denial)
Comm-Denial shared as cx unable to provide req details // ask to coordinate w pickup executive

-----APUC (RAJASTHAN)-----

#APUC CASE [RAJASTHAN]
Actn-call connected // mail marked (standard template)
Comm-ask cx to coordinate w pickup executive

-----Multiple Suborder-----

-----MULTIPLE SUBORDER CASE-----
# this pd is already pickup with suborder {}
Actn-call connected // mail marked // RL filled // pending w SD // multiple suborder
Comm-Tat shared 48 hrs for update
AWB no->
Pickup partner->

-----DTSS----
Issue-cx want to return the pd // {RETURNABLE PD}
Actn-call connected // DTSS guided
Comm-guided cx to raise return req from his side


*********IMAGES REQUESTED GENERAL*********

We tried calling you regarding the return status of your product:

This is with reference to the return status of your product :

As per telephonic conversation, i apologize for the dissatisfaction with your recent purchase. To assist you with the return process, please provide the following details promptly:

Product Image

Once received, our team will promptly verify the details and proceed with your request.

Looking forward to your prompt response.

Thank you,
Mayank

********shipped together*****

We tried calling you regarding the refund status of your product: but couldn't reach you.

This is with reference regarding the refund status of your product:

As per telephonic conversation, We understand that you are facing issues with the delivery of your order. We are sorry for the inconvenience. Rest assured, the refund of ₹539 has been initiated on 05-11-2024. The refund will be credited on Snapdeal Credits within 24 hours. The refund will be valid for 1 year as soon as it gets reflected on your Snapdeal credits account and can be used for your future purchases on Snapdeal.

If you have any other query or concern, feel free to reply. We'd be glad to help you.

Thank You,
Team Snapdeal

***************ASKING NEFT DETAILS***********

This is with reference to your concern regarding your product:

As per telephonic conversation, your refund of ₹ is pending due to the unavailability of your UPI details.

To process your refund smoothly, please share your UPI details as follows:

UPI ID:

Please note that the refund will be issued once we receive and verify your UPI details.

I look forward to your response.

Thank You,
Mayank


***********pickup reschedule****************

We tried calling you regarding the return status of your product: but couldn't reach you.

We understand that you are not satisfied with your recent purchase and regret that you need to return your order. There has been a delay in picking up the product. However, We have re /scheduled the return request, and our courier partner Ekart will pick up the product within next 48 hours. // 2-3 days.

We would like to confirm that once your product picked up, the refund/replacement will be initiated and you will receive a notification confirming the same.

If you require any further assistance, please reply to this email and we would be glad help you.

Thank You,
Team Snapdeal

**OUT FOR PICKUP**

We tried calling you regarding the return status of your product: but couldn't reach you.

This is with reference to the return status of your recent product:

As per the telephonic conversation, We would like to inform you regarding your pick up that our courier partner is out for pickup today, please wait till 6 PM and also find the below details -

Pickup partner contact no:
Pickup boy name:
Pickup partner name:

We appreciate your patience and sincerely apologies.

Thank You,
Team Snapdeal


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

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

SF link
https://snapdealcx.my.site.com/apex/SnapdealSearch?sfdc.tabName=01r2j000000CicA

Tat sheet LINK
https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit?gid=1154470807#gid=1154470




----Mail ----
You might not be receiving email due to some network issue, so I want request you to check as the call ends.

Don't worry regarding your concern I am sharing a mail to your mail ID and request you to share 2-3 images of product with us. So, our team can validate your concern and resolve your issue rapidly.

Along with that, our team will update you regarding PD pickup within next 24 hrs.

Don't worry we have successfully received your pd images at our end and I have already mentioned your concern to our team.

Along with that, please wait till 24 hrs, within next 24 our team will update you regarding your product pickup.



---Refund ---

You raised a request that you want the refunded amount from RFV to bank account.

As I see, we have successfully received your sent bank details. Please confirm so we could proceed the amount.

Don't worry I have proceed the amount to your bank at the moment and it will be appear to your account within 8 working days.

That's is the maximum timeline, you might be get the amount before that.

Along with that, you can still show the amount in your wallet, so please do not use this amount on Snapdeal app, otherwise your request will be rejected.

----Apologies ---

Do not worry; I have mentioned your feedback to our team, and we will assure you that you will not have the same issue further from our side. 

the things you said are totally valid, we acknowledge your points and we will assure you that our team will work on it.

I'm sorry for the inconvenience
Rest assured, you will be totally assit by us

I can understand how annoying this situation must be for you


--Call disconnect ---

I'm unable to hear a response from your end. If you can hear me, please respond

As I haven't received a response, I'll need to end this call


--empty parcel---

When you open the parcel, what did you found inside it

As you accept the parcel, you didn't feel the parcel lighter in weight than usual

Digital form questions-
Don't worry regarding your concern I am sharing a form on your mail ID and request you to download the form and share it. So, our team can validate your concern and resolve your issue rapidly.

In this given form, there are some basic questions regarding your product like
*Order id
*Who received the delivery of the pd
*Is the packaging tempered from any where etc.