Notes

Issue: product already picked up but not updated(APUC case)
action-info shared//ask cx to share pick up details//cx unable to share complete details //so denial share //ask cx t coordinate wiuth courier boy
comm- apology done //soft denial given /cmn


info completed from my side

issue-cx want to know about order details of another id
act-ask cx to raise call back request through reg.no
comm- apology done //ask cx to raise call back request through reg.no/cx agree/cmn


# cx said cx got different brand item
act- ask to raise return request //cx agree//guide cx how to raise return request
comm-apology done //ask to raise return request //cx agree//guide cx how to raise return request /cmn


Issue: Product already picked up but not updated(APUC case)
Action: info shared
comm: apology done//Rajasthan cx //soft denial given//ask cx coordinate with courier boy // cmn


act - complained raised //also ask cx to share images through the sms link
comm-apology done //tat shared 24 hrs for update/also guide to pack the parcel in original packing// cmn

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Issue: cx want to know about the delivery of the product//OFD
Action:info shared
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//OFD
Action:info shared
communication: ask cx to wait till 9 PM//Courier boy number not shared through sms/not updated/ Courier partner name shared //cx agreed// cmn


Cancel reason
Reason-do not need the order
Reason-cx not available at delivery address at the time of delivery
call back done but again cx drop the call
Reason-by mistake cx place the order
Reason-due to wrong pincode
out of station

# ic update as per cx voc

cx have size issue //but ic is not ther regarging size issue so complain raise with same product but inaccurate description

no query cx drop the call //

cx put call on hold for long time call drop from admin side after giving 3 disclaimer

#cx have size issue //size is too small

#cx have quality issue /material quality is too poor ///


issue- cx want to raise return request as product in SHIPPED STATUS


act-macro shared//ask cx to share product images ,Snapdeal packaging ,invoice copy ,
comm-apology done //ask cx to share product images ,Snapdeal packaging ,invoice copy ,//after sharing required details team will update details with in 24 hrs regarding to return pick up // also guide to pack the parcel in original packing// cmn
/cmn

Product Image / Snapdeal packaging / Invoice / Delivery date


issue- cx want to know about that in this order amount is deduct from sd credit or not

no res ponse from cx side

#cx have quality issue /fabric quality is too poor ///
issue- cx want to know about return status
Product info
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed// cmn

different retrun req....
issue -cx got different brand product //
action-info shared//guide cx how to raise return request from cx end
comm- apology done // info shared//guide cx how to raise return request from cx end/cmn

Rajasthan ut form

issue- cx want to know about return status
action-info shared//ask cx to fill rajasthan ut form/macro shared //ask cx to share id proof
comm- apology done//ask cx to fill rajasthan ut form///ask cx to share id proof//cmn

SHORT CALL
issue na
action na
comm cx drop the call // call back done //call not connected //cmn


query already done

Issue: no query
action: na
comm: cx said already call received //query already done //cmn

Issue: incomplete query
action: na
comm: cx drop the call// // call back done //call not connected //cmn

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

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


order late beyond
Issue: Order late beyond promised date(Shipped case)
Action: complaint raised/asap
comm: apology done//shared the pdd, ddr//ask to wait/will try to deliver order as soon as possible

RPI CASE
Action: return req raised//Info shared// 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

Action: 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 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

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
RPI CASE
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

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 already share of the Snapdeal credit // cx not agreed for the refund voucher///tat shared 8 working for refund reflection in bank account CMN

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





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