Notes

SF [email protected] password-ileads@123
ozonetel -- https://in-ccaas.ozonetel.com/
SF -- https://snapdealcx.my.site.com/SnapdealSearch
TAT Sheet -- https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit?pli=1&gid=1154470807#gid=1154470807

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

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

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

This is regarding the refund for your item. We have received your UPI account details and have successfully processed your refund to your UPI account. This refund will appear in your account within 48 hours.

This is regarding the refund for your item. We have received your UPI account details and have successfully processed your refund to your UPI account.  UPI ID  for update after receiving the required details  Refund is initiated 

cx using abusive language// call realease by my end//cmn
courier boy not delivery item cx address because cx address courier servicing not available
/Asked cx to raise the return request from his end but technical issue complain req my side
*suspicious about weight- NO
*packaging tempered- NO
*images or videos available-NO
*after opening parcel, discuss with delivery boy-NO

Issue: incomplete query
action: Call not done
comm: cx drop the call|| Call not done ///call lard

issue- incomplete query
action-cx no Reponses
comm-no response from cx side || after giving 3 warnings, call disconnect my end //call back not done

sssu incomplete query
action: ask to share suborder id
comma: ask to call me know request//cmn

Issue- Cx want to return his order // Cx received the different product
Action- Asked cx to raise the return request from his en
Comm- Guide cx how he can raise the return request // cmn

Issue(Level 3 remarks)-issue///status SHIPPED
#
Action Taken-return req raised// macro share ///ask to product image and invoice and Snapdeal packing ////tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing// cmn

issue- cx went to call another number details///
action -info share //DTSS guide
com-ask to call me request another number

issue-- Pickup Not Require
action-stag select///RL panel filled
comm-return request close //cmn


issue-pickup is already pickup this suborder
action- RL panel Multiple Sub order
com--apology done-tat share 48 hr update team//cmn


Issue(Level 3 remarks)-cx order cream colure and cx received different green colure and different deigned /DTSS guide but cx due to technical issue
#
Action Taken-return req raised////ask to product image ////tat shared 24 hrs for received SMS for image attach link //rpi not initiated///also guide to pack the parcel in original packing// cmn



ssue: cx want to know about the delivery of the product || Status- OFD
Action: info share
communication: ask cx to wait till 9 PM || || Courier partner name shared || cx agreed || cmn

issue- 200 cashback received
action- info share//
comm- ask to co-ordinate with seller number //cmn


issue-cx wants to know the complaint status(return case)//Rajasthan
action- macro share
comm-ask to Rajasthan UT from and Id proof share///tat share 72 hr team update ofter from received


issue- cx received a different deigned item delivery
action-info share //DTSS guide
comm-aplogy done // cx to raise the return request/tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing// cmn
/cmn

issue - cx item is not working voice issue
actiom- mail share
comm -ask to co-ordinate Service Centre Refer //cmn


issue-cx went to lone
action-info share
comma: ask to co-ordinate with Nero. Many//cmn


Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//asked cx to share the pick up boy name and pick up boy no//// pickup boy not update the parcel Pickup because cx register number not received OT
comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn


#cx has smell issue// profile is good// amount is 400 above
Action Taken- apology done// RPI initiated//tat shared 24 hours for pickup// also guide to pack the parcel in original packing// case is moved to queue// cmn

Issue: incomplete query
action:ask to share suborder id
comm: cx busy ask to request call me knw again

ssue: cx want to know about the delivery of the product//Status- OFD // cx wants to change the delivery address//shipped state
Action: AWB number sms not sent
communication: ask cx to wait till 9 PM//Courier boy number NOT shared through sms// Courier partner name shared //cx agreed//shared can not change the address//also guide to co-ordinate with courier boy// cmn

Issue: Product already picked up but not updated(APUC case)
Action: Directly deny
comm: apology done/ask to co-ordinate with pickup boy//// cmn

issue- cash on delivery not show
action- app update
comm-- ask to screenshot share//cmn

#Issue(cx received some size but cx small size issue
Action Taken-return req raised//Info shared//technical issue return replacement not select
commm -/tat shared 24-48 hrs for update /rpi not initiated//also guide to pack the parcel in original packing// cmn


issue- cx went to return the product //// out for delivery show /// status shipped
action- info share
comm- ask to wait 24 hours for delivery boy marked delivery marked then cx to raise the return request/ DTSS guide

Issue cx went to return the item
Action Taken-//technical issue return replacement not show//ask cx to raise the return request from his end
comma -///Guide cx how he can raise the return request // DTSS guide cmn



Issue: cx got the empty parcel(Selling price between 400rs and 1000rs)
action- call hold option no show call sheet no show the SF
comm call my side end || Call back no done call back option no show

Issue- Cx want to return his order
Action- Asked cx to raise the return request from his end//macro share
Comm- DTSS step Guide but cx facing issue ask to share screenshot error//cmn / cmn


cx received defective trimmer /did not working/ not ON// shipped
DTSS followed- guide cx to raised complaint through app selfserve after order delivered marked/
act- info shared
comm-apology/ tat 24 hour update after raised req /cx agree/cmn

ISSUE-cx wants to return the product //reason -cx said that one burd is not working and cx said that he not found the option of replacement
ACTION-ask cx share screen shot by mail of issue
comm-ask cx after receiving issue team will update regarding complaint //apology done//cmn

Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till 6 PM
comm- Pick up boy number////shared the courier partner name//also guide to pack the parcel in original packing// cmn


Issue: cx wants to know the complaint status
act: info shared //24 hrs for update //pending with Snapdeal
comm: shared the courier partner name // also guide to pack the parcel in original packing// cmn


Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation done
comm: apology done///If cx mail is register with us than he get a link automatically and cx have to share bank details ////tat shared 48 hrs for refund initiation// assurance given // cmn cmn


Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//Marked case origin critical escalation
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

Issue- Cx want to know his return request status
Action - info shared || call drop selected
Comm - apology done||cx call drop while sharing the inform


issue-courier boy charge extra
action cx pay two time amount
comm- ask to share screenshot [email protected]//cmn


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 //tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//also guide to pack the parcel in original packing// cmn cmn


Issue: cx wants to know the complaint status(return case)
action- macro share
comm- product image not match pickup boy not pickup the product //ask to product image


issue- cx went to change register number
action-info share
comm-cx went change number denial
given//cmn



Issue: cx wants to know the complaint status(return case)
action: incomplete query
comm: call hold //no response from cx side || after giving 3 warnings, call end mu side

Issue: cx wants to know the complaint status(return case)
action: incomplete query
comm-cx drop the call|| Call back done cx not answer the call

ssue: no
Action: na
comm: no response from cx side || after giving 3 warnings, call end my side

Issue: cx want to know about the refund || refund initiated on-29/10/2024 9:35 pm
Action: tat shared remaining 3 days
comm: apology done || ask cx to wait || cx agree || cmn

Issue: cx want to know about the delivery of the product || Status- OFD
Action: AWB number sms sent
communicate-| Courier boy number shared through sms |cx went to delivery man-day: ask to co-ordinate with courier boy a || cx agreed || cmn


#ISSUE-cx wants to return the product //reason -cx said that watch is not working and size is also too lage and order is (UD MARKED)//email sms sent
Action Taken-Info shared
comm - apology done//asks cx to share images on mail // Link shared of email tutorial through registered number //cmn
delivery date-02/11/2024

Issue: cx wants to know why order cancelled
Action: info shared//CC panel not working
comm: apology done || shared the cancellation reason || ask cx to place a new order//cmn

Issue: cx want to know about the refund//refund initiated on-30/10/2024 7:54 pm
action: inform shared
comm: apology done//ask to cx that your amount is already initiate in your UPI mode//cx agreed//cmn

Issue: cx want to return his cx received some item but cx sizes small issue
Action: info shared // DTSS Followed//sms link share
Communication: apology done //Tat share 24 hr for the delivery status//Guide cx to raise a return complaint from customer's end // Tat share 24 hr for the pickup update //also guide to pack the parcel in original packing //CMN

Issue: product already picked up the item
action- info share
comm- rturn request not req denial given // ask to co-ordinate with courier boy //cmn


# cx got 70 X 70 cm instaed 60X 200 cmn/DTSS not followed due to -cx order non returnable product
Action: return req raised//Info shared// apology done//tat shared 24-hrs for update regarding the reverse pick up after received the images //rpi not initiated//also guide to pack the parcel in original packing // ask cx shared the product images//macro shared //EmailTutorial_CS SMS send // cmn


# cx said pick up boy arrive but denial for pick the product //cx not received brand tag
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// cmn
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
Alt no-
Landmark-

ssue: cx want to know about the refund//refund initiated on-12/11/2024 10:05 am
action: inform shared//UTR number not generated
comm: apology done//ask to cx that your amount is already initiate in your UPI mode/tat share 24 to 48 hours team update

issue- cx order not place but cx delivery item Snapdeal
action- info share//denial given
comm- ask to co-ordinate with courier boy


issue-courier boy charge extra
action- info share ///cx pay extra refund 33 rupees
comm-tat share 24-48 hours team update //cmn
-

issue-- cx wants his refund mode
action-- info share
coummi--apology done // Snapdeal credit // Benefits shared


Issue: One or more item is missing shipped together case//got only 1 item
Action: Marked CRT investigation done // Macro shared
Comm: Info shared //ask to share UPI ID for update after receiving the required details Refund is initiated // cmn

issue: cx was using unprofessional language
action: warning given 3 times from my side
comm: call disconnected from my side


Issue: cx got the empty parcel(Selling price between 400rs and 1000rs)
Action: info shared // sheet check cx filled the digital form//case move
comm: apology done//tat shared 72 hours for update


Issue: cx got the empty parcel(Selling price between 400rs and 1000rs)
Action: tages marked CRT investigation SCM case moved
comm: apology done //sheet check cx filled the from ///tat shared 72 hrs for update //cmn

Issue: cx wants to cancel the order // Reason- CX WANT to order another product
Action: request taken // tat shared 24 - 48 for refund initiation after doorstep refusal and after cancellation marked
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn

Issue: cx wants to change the delivery address/
Action: info shared || ask cx to place a new order
comm: new address place cx show the the change option step gavid

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 ||| RTO order '' new subrorder placed ( ) as last suborder () was RTO

Issue: incomplete query
action: Call back done
comm: call drop by technical issue //ozonetel logout ||due to ozontal issue,can't refresh hold//call disconnected// Call back done cx not answer the call


issue- payments related issue( cod mode not visible)
action- info share // reason share//
cmm- apology done // asked cx to use only mode some time UPI/ bank/netbanking // CMN