Notes

#CX RECEIVED DIFFERENT COLOR OF THE PRODUCT // CX WANT TO KNOW ABOUT COMPLAINT STATUS

#CX RECEIVED DAMAGED PRODUCT // CX WANT TO KNOW ABOUT COMPLAINT STATUS

#CX HAVING SIZE ISSUES WITH THE PRODUCT // CX WANT TO KNOW ABOUT COMPLAINT STATUS

# CX RECEIVED SAME PRODUCT// CX DIDN'T LIKE THE COLOR OF THE PRODUCT//CX WANT TO RETURN THE PRODUCT


#CX RECEIVED DIFFERENT PRODUCT //CX ORDERED SHOES BUT CX RECIEVED SANDALS // CX WANT TO KNOW ABOUT COMPLAINT STATUS

#CX RECEIVED DIFFERENT PRODUCT //CX WANT TO RETURN THE PRODUCT //PRODUCT IS NON RETURNABLE COMPALINT RAISED BY MY SIDE


Issue: Cx not using Hindi or English
Action: call transferred
comm: cx is comfortable in Tamil language// call transferred in Tamil language // cmn



issue- cx want to know about the product
action- na
comm- system log out // call dropped //cmn

issue- na
action- na
com- cx put call on hold//call disconnected by my side after 3 warnings //cmn

issue- na
action- na
com- cx didn't responded//call disconnected by my side after 3 warnings //cmn

Issue- cx is asking unnecessary questions
action- NA
comm- cx drop the call while sharing the information //cmn

Issue: cx want to know about the delivery of the product//Status- OFD
Action: info shared on call//complaint raised
communication: ask cx to wait till 9 PM//Courier boy number is not updated // Courier partner name shared //cx agreed// cmn


Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint already raised//address already verified// AWB number SMS shared//case origin marked 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


Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint already raised///case origin already marked critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// //cx agreed///cmn



Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint already raised//// AWB number SMS already shared//case origin already marked critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// //cx agreed///cmn

Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint already raised//// AWB number SMS shared//case origin already marked critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared//courier partner number shared //cx agreed///cmn

Issue: cx wants to know about the order status//UD marked
Action: FNDR filled//address verified//
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn

Issue: cx wants to know about the order status//UD marked
Action: complaint already raised //FNDR filled//address verified// case origin already marked 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-



Issue: cx wants to know about the delivery of the product//marked RTO
Action: info shared
comm: shared the UD reason with cx//apology done//New Order placed on the behalf of CX //New Order id (54558964653 )// cmn


issue- cx want to return the product // product is non -returnable // complain raised by my side //(product is smelly )
action- info shared on call
comm- apology done // tat shared 24 hrs for pickup update//case moved to NQA false investigation CE // Stages marked (RPI required incomplete details )cmn



Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason//New Order placed on the behalf of CX //New Order id (53911807343)// cmn


Issue- Cx wants to return his order // cx having quality issues with the product
Action- Asked cx to raise the return request from his end// SMS LINK SHARED
Comm- Guide cx how he can raise the return request // tat shared 24 hours for update//cmn


Action Taken-return Request raised//Info shared//apology done//tat shared 24 hrs for update regarding the reverse pick up//rpi not initiated//MACRO SHARED //ASK TO SHARE PRODUCT IMAGES //also guide to pack the parcel in original packing// cmn


Issue- Cx wants to return his order // cx having quality issues with the product
Action- Asked cx to raise the return request from his end// SMS LINK SHARED
Comm- Guide cx how he can raise the return request // cx is getting error while raising the return request // ask to share the screenshot of the error //cmn


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 UPI Account //cx didn't get his refund //tat shared 24 to 48 hours for refund update //cmn


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// tat shared 24 to 48 hours for update after sharing the bank details //CMN


cx having quality issues with the product

cx having size issues with the product

***cx want senior call***// call transferred to **

***cx is calling from another number // details verified ***
# cx is calling from another number // details verified //


Courier partner number shared - 07829827777,147


Issue: incomplete query
action: Call back done
comm: cx drop the call// Call back done cx drop the call again //cmn

issue- na
action- call attempted// call not connected
comm- na


issue- na
action- call connected // cx drop the call
comm- na

issue- cx wan to know about delivery // UD Marked
action- call attempted // call connected //
comm- apology done // cx drop the call // cmn


Issue: cx wants to know about the order status//UD marked//out of delivery area
action - info shared on call //macro shared
comm- apology done //ask cx to pickup the product from the hub // cmn


Issue: cx wants to know about the order status//UD marked//out of delivery area
action - info shared on call //macro not shared
comm- apology done //ask cx to pickup the product from the hub // cx drop the call //cmn

Need to share this address to cx for pickup of the product from nearest hub //


Issue: ODA Cases
action - call attempted // call not connected // mail id is not present
comm- na

Need to share this address to cx for pickup of the product from nearest hub //

Issue: UD Cases
action - call connected //
comm- cx is not available // call back required // cmn

Issue: UD Cases
action - call connected //cx drop the call // cmn
comm- na


Issue: Rajasthan Cases
action - call connected // cx drop the call// mail id is not present
comm- na

Issue: Rajasthan Cases
action - call attempted // call not connected // mail id is not present
comm- na

Issue: Rajasthan Cases
action - call not required//CCA Marked
comm- na

Issue: Rajasthan Cases
action - call not required// pickup already rescheduled
comm- na


Issue: Delivery confirmation
action - call attempted // call connected //
comm- cx wants delivery of the product

Dear Ummed ,

We tried calling you regarding your query but couldn't reach you.

In case you want to call please share your alternate number on which number you want call, we'll attempt calling you.

If you require any further assistance, please contact us at 9212692126, we'd be glad to help you.

Thank You,
Team Snapdeal


[email protected]


1.Was the packaging damaged or opened-- Yes
2.There was weight in the product when received--Yes
3.When you received product, did you click any video or photo--No
4. cx does not shared any any remarks with courier Boy-No



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


Dear Shabnum ,

We tried calling you but couldn't reach you.

This is with reference to your order (Water And Oil Proof Self Adhesive Abstract Sticker Wallpaper (200cm x 40cm, Silver)).I am sorry that our courier partner was unable to deliver your order due to unavoidable issues and sincerely apologize for the disappointment caused to you. Please do not worry, I have checked and found that the package is at your local courier hub. I am sharing you the address kindly pick your product from hub.

Address :-Ground Floor, Maruti Atakale Complex, Shop No.15 & 16,841,Shengaon Dhumala,Pandharpur,Solapur-413304 , Maharashtra, India

We are always committed to serve you in every possible way, but there are exceptions which are beyond our control. If there is anything further that you would require me to do, I would be more than glad to assist.

Thank You,
Team Snapdeal