Notes

DIVYA BISHT
*******************ozental******************************

https://agent.cloudagent.ozonetel.com/home
*********************SF link*****************************
https://snapdealcx.my.site.com/SnapdealSearch

************************QA Tool Link*******************************
https://qcx.ozonetel.com/QATool/login


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

***************ED senior call back sheet:*******************
https://docs.google.com/spreadsheets/d/17K51xY0UE5afhZa0xns0rF8HMQDpEFjxvYFcwx440Ss/edit#gid=0

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

*******************Listing Errors***********************
https://docs.google.com/forms/d/11k7jLdGGeXvqEeJCKpKVYvuDS52LRLIKtPQCUfGSrJA/viewform?edit_requested=true


* for better resolution call transferred to ed desk

* cx threatened for escalation

* ozontal issue disposition not filled

***********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: na
action-na
comm-cx put call on hold call disconnected after 3 disclaimers


Issue: na
action-na
comm-no response from cx end disconnected after 3 disclaimers



Issue: language barrier
Action: transferred call to cx preferred language
comm: call transferred



Issue -cx called from unregistered number
action-na
comm- ask to call back with registered number



Pending For Verification (Within TAT)

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

Pending For Verification (Outside TAT)

Issue: order not verify//pending for verification
Action: info shared
comm: 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***** after dispatch

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//cmn


*****Specific Delivery Request*****before dispatch

Issue: Specific Delivery Request
Action: specific date mentioned-
communication: Shared promised dispatch dates and promised delivery date last one //once order will be shipped, you will get the tracking details// cmn

*****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 //cmn



*****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// 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: 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


courier boy number is not available

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

*****UD*****

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


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

Issue: cx want to know about the order status//UD marked
Action: complaint raised//Marked case origin critical escalation
comm: unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile 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: TAT shared 24-48 hrs update // Courier partner name shared // 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


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//I Placed order on the behalf of cx
suborder id -

prepaid case

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//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


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

Issue: cx wants to know why order cancelled
Action: info shared
comm: 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
comm: shared can not change the address//ask to coordinate with courier boy

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: shared the delivery status//ask cx to place a new order// cmn

PREPAID

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 //cmn
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 // 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- 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- 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- TAT shared 8 days for update// ask cx to wait //cmn


Unavailability of details

Issue- cx want to know his refund status
Action- Info shared//macro shared //CCA marked
comm-ask to share UPI ID //cx agreed


Issue- cx want to know his refund status
Action- Info shared//macro shared //CCA marked
comm-ask to share Bank details //cx agreed


Refund related
refund initiated -12/04/2025
action-info shared
comm-tat shared remaining 1-2 days for reflection


Refund related

refund initiated -12/04/2025
action-info shared
comm-tat shared 24 -48 hours for update //UTR Not generated



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: ask cx to wait//cx agree// cmn

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


*****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 // cmn

SD CASES


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

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


*****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 // cmn

*****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// CMN



*****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 //cmn




MACRO FOR SD refund initiation

This is regarding the refund for your item. We have successfully processed your refund to your Snapdeal credits . This refund will be initiated within 48 hours after initiating it will reflect within 24 hours .

MACRO FOR UPI ID initiation

This is regarding the refund for your item. We have successfully processed your refund to your UPI ID . This refund will be initiated within 48 hours after initiating it will reflect within hours .


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: tat shared 72 hours for auto reverse//cmn


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 // 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


*****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

#
Action Taken- 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
#
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// cmn

#
cx want to return the product //tat breached
shared the courier partner name//RPI initiated//tat shared 24 hours for update
comm- 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

***********POST RPI DENIAL ************

cx want to return the product //GREEN IC
action-info shared
comm-tat shared 24-48 hours for update //guide to pack the parcel in original packing/

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

Issue: cx wants to know the complaint status(return case)
Action: Info shared
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// cmn

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
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// 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//courier boy number shared
comm: shared the courier partner name//also guide to pack the parcel in original packing// cmn


Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 PM//courier boy number -NA
comm: 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: info shared //APUC Marked
comm: tat shared 72 hours for update//ask cx to wait // cmn

Rajasthan

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 //cmn


*****Pick up retain/cancellation*****
Issue- Cx want to cancel the pick up request// reason:-
Action-Return request closed // Asked cx to share the reason
Comm- Informed cx that return request is closed // cmn


***********Product info *************

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

Issue- cx want to know his refund status
Action- Info shared // PUC marked
Comm- TAT shared 24-48 hours for update


*****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: 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 48 hours for refund initiation // assurance given // cmn

*****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 72 hrs for refund initiation // 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: 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: 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: 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

*****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 // Video shared

**********DTSS ofd and shipped ************
OFD
Issue- Cx want to return his order //reason-
Action-info shared
comm-TAT shared 24 hours for delivered update //DTSS Followed //Video shared



*****RPI Denial*****RED IC
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

GREEN IC (POST RPI DENIAL )

Issue- cx want to know his return request status//green IC
Action- Info shared
Comm- TAT Shared 24-48 hours for update //ask to wait .


*****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
cx mail id -



*****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 brand is not available on brand list
Comm- tat shared 24-48 hours for update
Brand name -
cx mail id -



*****CATP*****
Issue: cx wants to return the product // Issue-
Action: info shared// denial given
comm: apology done//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//CMN


*****FRAUD CALL*****

Issue: Customer reported Fraud
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 //TAT shared as per escalation Team



*************************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 //cmn

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

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 //cmn