Notes

*--*-*--*-*---*-**-**-******-*-*-*-*-*-*-*-*-***-*-*-*-*-*---*-*MR.BAIRWAN*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

new tat sheet -
https://docs.google.com/spreadsheets/d/1ZeOMnRAzOXNa0cVm265hP6fdwAshlEo14u-dD-ciAdw/edit?gid=594722116#gid=594722116

ozonetel -
https://agent.cloudagent.ozonetel.com/home

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

critical link sheet -
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit?gid=2101529744#gid=2101529744

QA TOOL
https://qcx.ozonetel.com/QATool/login

cc panel -
https://cc.snapdeal.com/home#/thankYouPage

[email protected]
[email protected]
sf- land@1234
iaspl- snap@1234



no response -*-*-*-*-

Issue: no response
Action: Call back done
comm: no response from cx side// after giving 3 disclaimer , call dropped by my end


cx put the call on hold unnecessary*-*-*-*-*

Issue: incomplete query
Action: Call back done//cx put the call on hold
comm: no response from cx side// after giving 3 disclaimer , call dropped by my end

short call -*-*-*-*-*-*

issue na
action na
comm vocie issue // cx drop the call // call back done //call not connected

cx has no query -**-*-*-*-

Issue: no query
action: na
comm: Cx has no query regarding Snapdeal


incomplete query-*-*-*-*

Issue: incomplete query
action: Call back done
comm: cx drop the call// Call back done cx not answer the call


unlinked call*-*--*--*--*--*-*-*-

issue: cx call us by the no. who is not linked with the SD apk

action: 2 question not verified

comm: apology done// cx agree

extra amount charged -*-*-*-*-

issue; currier boy chareged extra amount
action: feedback taken// macro shared
comm: apology and assurance done // ask to sahred screenshot of the payment on email // cx agreed//cmn

cx want to update email on acount *-*-*-*-*---*-*

issue; Cx want to update email of the acount
action: sahred can't be changed if once filled
comm: info shared as per pivacy policy // apology done // cx agreed/cmn

cx want to delete acount *-*-*-*-

issue ; Cx want to delete acount becouse cx didn't get refund of empty parcel
action : info shared as per privacy policy//guide go to profile and click on delete acount
comm : info shared as per pivacy policy // write an E mail to- [email protected], in subject line you can mention- Request to delete my account// cx agreed/cmn

images received or not -*-*-*-*-*-*----*--*---

issue: cx want to know iamges received or not// desing and color are dir
action: macro shared
comm: apology done //images not received //ask to shared images on email

language barrier *-*-*-**-*--*

issue: Cx is not using hindi / english
action: call transfered to - Tamil
comm: apology// asked to preferred language


cupen -*--*-*-*-*-*-*-*-*-*

issue : cx get a coupon by sellers end on packaging

action: info shared// Snapdeal don't give any coupon physically and our offers are available only on apk or web

comm: apology done// info shared// cx already coordinated with the add on coupon // cx agreed


refund mode-*-*-*-*-*-*

issue; cx want to know refund mode// cx want to return the product // quality is to poor

action: info shared

comm: apology done// refund mode shared // cx agreed


neft not present *-*-*-*-*-*-*-*-*-*-*-*-*-

issue; cx want to know about refund // neft not present
action: macro shared (asking neft details )
comm: apology done// ask to shared bank details on email

cod not available *-*-*-*-*-*-*-*-*-*--*-*-*-*-*-*--*-

issue: cx don't have cod option to buy
action: ask to place order in prepaid mode
comm: apology done//info shared as per privacy policy

product info -*-*-*-*-*-*-*-*

Issue: cx wants to know about the product
Action: info shared as per pdp
comm: info shared regarding price, quality and usage // cx agreed

want to buy product*-*-*-*-*-*-*-*--*-*-*-*-*-*-*-*---*-*-

issue: cx want to buy door sticker by Snapdeal
action: feedback taken// order placed by using cc panel
comm; Apology done// delivery regarding info shared // cx agreed


upi prepaid refund info -*-*-*-*---*----*

Issue: cx want to know about refund// refunded on -
Action: tat shred 3-4 day for reflection
comm: info shared // ask to wait for refund//cx agreed


replacement/return policy*-*-*-*-*--*-**-*---*-*

issue: Cx want to know about refund replacement policy
action: info shared
comm: info shared as per pirvacy policy // cx agreed


*********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

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


****Within SLA Before Dispatch*****

Issue: cx want to know about the order status
Action: info shared
communication: delivery regarding info shared//once order will be shipped, you will get the tracking detail

*****Within SLA After Dispatch*****

Issue: cx want to know about the order status
Action: Info shared // AWB SMS shared
communication: delivery regarding info shared //Order live location and courier partner name shared

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

Issue: Specific Delivery Request
Action: specific date -
communication: delivery regarding info shared//Order live location and courier partner name shared

*****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//delivery regarding info shared


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

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


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

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


*****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


*****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

*****UD*****

WRONG ADD UD CASE *-*-*-*-*

issue: Cx placed the order with wrong add// ud marked
action: INFO SHARED
comm; ask to coordinate with courier boy or cancel the order and place a new order with correct address//cx greed

add:
Landmark:
altr cont.


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

Address -
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


*****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

Address -
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//address verified// 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

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


*****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//new order placed for cx -

-*-*-*-*-*-*-*

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

*****Cancellation*****

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

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

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

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

Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason// new order placed for cx -

*****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

Issue: cx wants to change the delivery address
Action: info shared// asked cx to share the new address
comm: shared address change

*****PDWP*****

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

*-*-*-*-*-*--*-*-
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised// normal delivery
comm: apology done//shared the delivery status// tat shared 7 days for update regarding POD

--*-*-*-*-*-*-*-*-

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: Info shared
comm: apology done// Denial given as the order is delivered after the OTP verification

-*-*--*-*-*-*-*-*-*-

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (OTP verification delivery )
comm: apology done//shared the complaint status// ask cx to wait

-*-*-*-*-*-*--*-

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (Re-investigation)// POD denial marked
comm: apology done//shared the complaint status// ask cx to wait


*****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


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

*****Refund*****

Cancellation in Progress: CIP

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

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

Issue: cx want to know about the refund//refund initiated on-
Action: rrn sms sent
communication: UTR number shared //refund done // cx agreed


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), 7 working days (UPI),
24 hrs (Snapcash) , 5-7 working days (ONDC)
comm: apology done//ask cx to wait//cx agree

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

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

after recieved
Issue - Cx want to know his refund status//refund initiated on-
Action: Status- Pending with Snapdeal and stages marked Esc to PG team
communication: Bank statement received //tat shared 24-48 hrs for update

*****Failed Transactions*****

Issue: payment deducted but order not confirmed
Action: Info shared
comm: apology done//tat shared 72 hours for auto reverse


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

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

*****Fresh Complaint*****

RPU initiated on the same time*-*-*-*

#
Action Taken- info shared // tat shared 48 hours for pickup
comm: apology done// shared the courier partner name//RPI initiated// also guide to pack the parcel in original packing

non returnable product -*-*-*-*

#
Action Taken-return req raised//Info shared// non returnable or replaced product
comm: apology done//tat shared 24 hrs for update regarding the reverse pick up after receive the images //rpi not initiated//also guide to pack the parcel in original packing

-*-*-*-*cancelled//shipped//rto cases-*-*-*-*

#
Action Taken-return req raised//Info shared// macro shared
comm: apology done//ask to share images of the product, invoice and packaging on email

after received iamages-*-*-*-*-*-*-*-*-*

#cx not like the quality of the product// return case
issue; Cx shared images // case moved to NQA___SCM
comm: tat shared 24 hr for pickup update // ask to pack in original packaging //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

*****Pick up Reschedule*****
Issue: cx wants to know the complaint status(return case)
Action: Info shared //RL filled// rl info confirmed
comm: apology done// tat shared 2-3 days for pickup//shared the courier partner name // ask to pack in original packing

*****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 the courier partner name//also guide to pack the parcel in original packing



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

Issue: (APUC case)
Action: RL filled// APUC marked//pickup info confirmed
comm: apology done//tat shared 72 hours for update//ask cx to wait
Pick up partner name-
Pick up boy number-
Pick up 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

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

Profile not good or order price is more than 1200

#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//rpi not initiated//tat shared 24-48 hrs for update regarding the return request

Profile good or order price is less than 1200

#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 (6 days/24 hrs/7 working days/7-10 working days /5-7 working days )// assurance given

*****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 72 hrs for refund initiation//TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days ) for reflection // assurance given

1- Parcel weight
2- Parcel Condition upon Delivery
3- Do you have image/video with you
4- any remarks with currier boy


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

1- Parcel weight
2- Parcel Condition upon Delivery
3- Do you have image/video with you
4- any remarks with currier boy

*-*-*-*-*---*-*Selling price between 400rs and 1000rs-*-*-*-*-*-*-*-*

#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

1- Parcel weight
2- Parcel Condition upon Delivery
3- Do you have image/video with you
4- any remarks with currier boy

*-*-*-*-*-*-(Selling price is more than 100rs)*-*-*-*-*-*-*

#cx got the empty parcel(Selling price is more than 100rs)
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

1- Parcel weight
2- Parcel Condition upon Delivery
3- Do you have image/video with you
4- any remarks with currier boy


*****Redirect to Self serve WPD*****

______________OFD______________

Issue- Cx want to retrun 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 // tutorial link shared


*****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

***** (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

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

*****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

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

*****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

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

Issue - Cx want to know his refund status
Action - Info shared // initiate date -
Comm- apology done// guided how to check and use // Benefits shared

-*-*-*-*-order place but not choosed SD credint -*--*-*-

issu; Cx want to know about price info
action: info shared // cx has not use sd credit
comm; guide how to use and ask to place new order //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


*****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


*****Invoice*****
Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed


Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update
cx mail id -

*****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

*****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

*****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