Notes

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**SHORT CALLS*

Issue: not connected
Action: System issue
comm: voice issue//cmn

Issue: not connected
Action: Na
comm: Na

Issue: na
Action: na
comm: cx drop the call//cmn

Issue: na
Action: call back done cx cut the call
comm: cx drop the call//cmn

Issue: cx says query is already completed
action: na
comm: na

Issue: no query
action: na
comm: na

Issue: incomplete query
action: na
comm: cx drop the call

Issue: incomplete query
action: call back done, cx not respond
comm: cx drop the call//cmn

Issue: na
Action: na
comm: no response from cx side//after giving 3 warnings, call transferred to ED Desk//cmn

Issue: language barrier
Action: Guide cx to raise the call back req
comm: ask cx to raise the call back req on his/her Language preference

**ORDER STATUS**
Within SLA Before Dispatch

Issue: cx want to know about the order status
Action: info shared to cx regarding order status
communication: shared pdd, ddr//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 pdd, ddr//Shared Order live location and courier partner name shared//cmn

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//shared the pdd, ddr//cmn

Outside SLA Before Dispatch (Delay in Dispatch)

Issue: Order late beyond promised date (non-shipped case)
Action: complaint raised
comm: apology done//tat shared 24-48 hours for update//shared the pdd, ddr//cmn

Outside SLA After Dispatch (Delay in Delivery)

Issue: Order late beyond promised date (Shipped case)
Action: complaint raised
comm: apology done//shared the pdd, ddr//ask to wait

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 to wait//cmn

Specific Delivery Request

Issue: Specific Request
Action: specific date mentioned//Info shared
communication: shared pdd, ddr, tracking details //shared will try to deliver the order asap//cmn

Pending For Verification (Within TAT)

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

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//cmn

**Cancellation Request**

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

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 working days for the refund initiation after refusing at door step//cmn

***UD CASE****

Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified//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 want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR filled//address verified//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 want to know about the order status//UD marked//out of delivery area
Action: Complaint raised //Info shared
communication: apology done//TAT shared 24-48 hrs update //Courier partner name shared // CMN

Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Critical Escalation
comm: apology done// unable to fill the FNDR// error:--//tat shared 24 hours for Delivery reattempt //Courier Partner name shared//cmn
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
communication: apology done//ask cx to wait till 9 PM//courier partner name shared//Courier boy number shared through SMS//cx agreed///cmn

*****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//cmn

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

Issue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn

*****RETURN REQUEST*****

RPU initiated on the same time

#
Action: return req raised//Info shared
comm: apology done// 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: return req raised//Info shared
communication: 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

Manual Case

Issue: cx wants to return the product(manual case)
Action: return req raised//Info shared
comm: apology done//tat shared 48 hours for update//also guide to pack the parcel in original packing//cmn

One or mere item is missing shipped together (<1200+Good profile)
Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised//Info shared//CRT Investigation done//macro shared
Comm: apology done//tat shared

One or mere item is missing shipped together (>1200+Not Showing/Bad profile)
Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised//Info shared//CRT Investigation done//macro shared
Comm: apology done//tat shared 24 for update regarding return complaint//cmn


Pick up Reschedule

#
Action: macro shared //RL filled//Pick up address confirmed //asked cx to share the alternate phone number
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

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//cmn

APUC case (Order picked up on same day)

Issue: Product already picked up but not updated (APUC case)
Action: RL filled//info shared
comm: apology done//tat shared 24 hours for update//ask cx to wait//cmn

APUC case

Issue: product already picked up but not updated (APUC case)
Action: RL filled//APUC marked//asked cx to share the pick up boy name
comm: apology done//tat shared 72 hours for update//ask cx to wait//cmn

Pickup boy no:
Pickup boy name:
Pickup partner:

***Item Missing***

Issue: cx got the empty parcel (amount is less than 400rs.)
Action: info shared
comm: apology done//tat shared 72 hours for update//ask cx to wait//cmn

Issue: cx got the empty parcel (amount is more than 401rs and less that 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done//ask cx to fill the Digital form and submit it from his end//tat shared 72 hours for update after submitting the digital form//cmn

Issue: cx got the empty parcel (amount is more than 1000rs)
Action: macro shared (Empty parcel updated )
comm: apology done//ask cx to share the undertaking form with inner and outer brand packaging//tat shared 72 hours for update after receiving the UT form//cmn

***OFD****

First Time OFD

Issue: cx want to know about the delivery of the product//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

*****REFUND****

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 about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund) ,6 days (bank offline refund)
comm: apology done//ask cx to wait//cx agreed//cmn

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


***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//cmn


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

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

Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised//stage selected (escalated to refund team)
comm: apology done//tat shared 24-48 hours for update//cmn

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

Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification
comm: shared that product is out of stock//ask cx to place a new order when product will be in stock//cx agreed//cmn

Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done//shared the cancellation reason//ask cx to place a new order//cmn

****RTO*****

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//cmn

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 ) for reflection after initiation//cmn


*****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// cmn

PDWP (RVF+COD and Good profile)

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 48 hours for refund initiation//cmn

PDWP (Payment mode different or Bad profile)

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 24 hours for update//cmn

******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

****PRODUCT INFO*****

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

**Promocode***

Issue: How to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed//cmn

**Invoice related issue***

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 -

**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//cmn

Issue- Cx want to know his return request status (15 days breached after RPI)
Action- Denial given
Comm- Apology done//Denial given to cx regarding the pick up as cx response after 15 days//cmn

issue- cx want to know his refund status
action- Deny Refund as per RA remarks
comm- apology done//info shared//cmn

Snapdeal Credit Refund:

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 Snapdeal credit//Benefits shared//cmn

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//cmn

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//cmn

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//cmn

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 retain the order// Reason-
Action- RL filled//Info shared
Comm- Info shared to cx that return req is closed

SD Reversal case :

Issue - cx want to transfer his order refund from refund voucher to bank account
Action- Macro shared
Comm- Benefits share of the Snapdeal credit//ask cx to share his bank details//cx agreed//cmn

SOP:
https
://
docs.
google.
com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/
edit#gid=5459092

C-sat Link:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=15901870

Old Critcal sheet:
https
://
docs.
google.
com/spreadsheets/
d/1wH6LmJXDEbuTSeATryaFX7KC84_bUHNsm6T0etd4X_
A/edit#gid=0

Genesys download:
http
://172.16.211.113/WDE
/Publish
.htm