Notes

working in kapture hence case closed
2-3 Clear Product Image in which size tag is visible
cx dosen't receive mail,ask to share at [email protected]

Short call

Issue: incomplete query
action: info not shared
comm: info not shared as cx do not know suborder id he will cordinate with us later

Issue: Specific Delivery Request - 05/07/2025
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



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

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 partner name shared //cx agreed// cmn

OFD AFTER UD

Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised// 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///cmn

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

.....................................................................................................................................................................................................................................

UD

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//cmn
Alternate Phone number-
Alternate Landmark-
.....................................................................................................................................................................................................................................

RTO

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared // placed a new order for the cx
comm: shared the UD reason with cx//apology done//ask cx to place a new order// cmn

.....................................................................................................................................................................................................................................

⦁ PINCODE -
⦁ ADDRESS LINE 1 -
⦁ ADDRESS LINE 2 -
⦁ CITY -
⦁ STATE -
⦁ MOBILE -
⦁ EMAIL -

#cx want to know about complain status // GREEN IC
action: info shared
comm: tat shared 24-48 hrs for update //cmn

#pickup related - Rajasthan cx
action: info shared // mail shared - (asking UT form)
comm: ask cx to fill form and share aadhar card id // cmn

#receive same size but small for her
Action Taken-return req raised//Info shared//apology done//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 want to know about the order status//UD marked
Action: complaint raised //Marked case origin critical escalation
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn

Issue: cx wants to know the complaint status(return case)
Action: Info shared //asked cx to share the alternate phone number// Status(pending with snapdeal)
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

#
action: complain raised // info shared // mail shared
comm: apology done // told cx to share 2-3 clear pd imgs // via mail

#
action: complain raised // info shared // mail shared // tat shared 24 hrs for update regarding the reverse pick up // rpi not initiated
comm: apology done // told cx to share 2-3 clear pd imgs via mail // also guide to pack the parcel in original packing // cmn


APUC

Issue: product already picked up but not updated(APUC case)
Action: APUC marked
comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn
time-
date-

REFUND

#cx want to know about refund
action: info shared
comm: info shared regarding refund // cmn

Issue: cx want to know about the refund//refund initiated on-
Action: tat shared remaining 2 days
comm: apology done//ask cx to wait//cx agree// cmn

#cx doesn't recieve refund // initiate date-
action : info shared // apology done
comm : tat shared 24-48 hrs for UTR GEN

.....................................................................................................................................................................................................................................



RMT NOTES

working in kapture hence case closed

We tried to calling you but reached you regarding your return request of ()

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

This is with reference to your email dated (DD-MMM_YY) regarding the return/order status of your Product Name:

#query not clear
action : mail marked
comm : need to confirm cx exact issue



#language barrier
Action:call connected// Guide cx to raise the call back req on 9212692126
comm: need to confirm cx exact issue

#query not clear
action : call not connected // disposition selected // mail na
comm : need to confirm cx exact issue // need to capture mail id

#query not clear
action : call not connected // disposition selected // mail marked
comm : need to confirm cx exact issue

#cx want to use the pd
action :call conn // info shared
comm: told cx his return req is close


EMPTY PARCEL

#empty parcel case // paid price is less than 400
act : call conn // profile good // stage marked CCA bypass required
comm : ask to cx fill details on link
weight :
image/vedio-
damage -
pod -

#empty parcel case // paid price -
act : call conn // mail shared- digital form
comm : ask cx to fill the digital form and required details.
product weight :
images/vedio :
parcelcondition :
pod shared :

.....................................................................................................................................................................................................................................

#different plate receive
act : call conn // mail marked
comm : ask cx to share pd imgs via mail // tat shared 24hrs for pickup update after receiving the imgs

#did not like the pd
act : call conn // rpi initiated
comm : shared the courier partner name//RPI initiated//tat shared 48 hours for pickup// also guide to pack the parcel in original packing

#out for pickup
act : call conn // ask to wait till 6 PM
comm: shared courier partner and number//also guide to pack the parcel in original packing//

MAIL FOR PICKUP SHEDULE

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

As per the telephonic conversation, i have scheduled the return request, and our courier partner EKART_DSQC will pick up the product within the next 48 hrs.

Once the pick up is completed, you may track the return status of your order by clicking on below link: https://m.snapdeal.com/myorders

I 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 I would be glad to assist you further.

Thank you
Gracy

MAIL FOR SD CREDIT

#refund related // cca marked
act : call conn // initiate date -
comm :asked cx to check on his end refund is already initiated on Snapdeal credit


We always want to serve our customers in the best possible manner. Hence a refund amount for Rs  has been sent to you in Snapdeal credit on Snapdeal App. The amount will be valid for 1 year from date of 0-02-2025 issue 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

MAIL FOR SD CREDIT IF CX USED THE AMOUNT

issue: refund related
action: call connected // mail marked
comm: amount which was initiated in snapdeal credit used on suborder ()


We always want to serve our customers in the best possible manner. Hence a refund amount for Rs has been sent to you in Snapdeal credit on Snapdeal App and you have used the refunded amount on suborder () from Snapdeal credit .

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

Thank You,
Team Snapdeal

TAG

@
Dear Mam,

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

Suborder ID:
Case ID:

Regard's
Gracy


@[Ritesh Verma] 

Dear Sir,

Kindly approve the PD's amount with cld with 0 

Suborder :

Regard's
Gracy

.....................................................................................................................................................................................................................................
working in kapture hence case closed

We tried to calling you but couldn't reached you regarding your return request of ()

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

​Issue : refund related
Action : rrn sms sent - //macro shared
comm : UTR number shared via mail

#refund related // cca marked
act : call conn // initiate date -
comm :asked cx to check on his end refund is already initiated on Snapdeal credit



#refund related // CCA marked
act : call nc // mail na // tag Ritesh sir on sf
comm : need to share mail for upi id
 

​Issue: refund related
Action: call nc //rrn sms sent//macro shared
communication: UTR number shared via mail

​Issue: refund related
Action: call nc //rrn sms gen- 517323173325 //mail na
communication: need to share utr with cx




#empty parcel case // paid price is less than 400
act : info shared // profile good // stage marked CCA bypass required
comm : tat shared 24-48 hrs for refund initiation

#refund related // cca marked // initiate date :
act : call conn // cx receive the refund
comm : cx confirm on call he has receive the refund

#refund related // cca marked
act : call nc // mail na
comm : need to confirm if cx receive refund or not

#refund related // CCA marked // initiate date : 17/6/2025 6:18 pm
act : call nc // mail marked
comm : need to confirm if cx receive the refund or not

#return retlated // cca marked
act : call conn
comm : replacement pd has initiated hence case closed


.....................................................................................................................................................................................................................................


Issue: cx wants to know the complaint status(return case)
Action: Info shared //asked cx to share the alternate phone number// Status(pending with snapdeal)
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 landmark : prag doodh dairy champaran dhaba
alt no : no