Notes

**SHORT CALLS****

Issue: not connected
Action: Na
comm: Na

Issue: no query
action: na
comm: na

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

Issue: na
Action: na
comm: cx drop the call//call back done ,no response from cx side

Issue: no ringing
Action: na
comm: no response from cx side// after giving 3 warnings, call transfer from my end//cmn

Issue: language barrier
Action: na
comm: ask cx to raise the call back req after 9 AM

Issue: language barrier
Action: call transfer
comm: cx wants Tamil language call

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

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

RPU initiated on the same time
Issue(Level 3 remarks)-

#
Action -complaint raised
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

Issue(Level 3 remarks)-
#
Action -complaint raised
comm -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

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 // CMN

Pick up Reschedule

Issue: cx wants to know the complaint status(return case)// Issue-
Action: Info 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 //pick up boy no-
comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn


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

Profile good or order price is more than 1200

Issue: One or more item is missing shipped together case//got only 1 item
action: Complaint raised// macro shared // stages CRT Investigation done
Comm: apology done//tat shared 6 days for refund // cmn


Profile not good or order price is more than 1200

Issue: One or more item is missing shipped together case//got only 1 item
action: Complaint raised//status -Pending // stages selected - CRT Investigation SCM
comm- apology done // tat shared 48 hrs for update //

******Item Missing*********************************************************************************
*********Profile Good**************


Issue: cx got the empty parcel(selling price is less than 400)
Action: complaint raised // stages-CRT investigation Done
comm: apology done//tat shared 6 days for refund //cmn

*********Profile BAd**************

Issue: cx got the empty parcel(selling price is less than 400)
Action: complaint raised // status -Pending // stages -CRT investigation SCM
comm- apology done // 72 hours TAT for Update //

**************Complete Item missing Amount 401-1000 )***************


Issue: cx got the empty parcel(Complete Item missing Amount 401-1000 )
Action: macro shared (Empty parcel digital form) //status -pending with customer
comm: apology done//ask cx to fill the Digital form and submit it from his end //tat shared 72 hrs for update after submitting the digital form // cmn

Issue: cx got the empty parcel(Complete Item missing Amount 401-1000 )
action- info shared // status -pending
comm- apology done // cx filled the digital form // tat shared 72 hrs for update // case move to CRT investigation SCM

*******************selling amount is more than 1000rs)***********************************************
(Profile Good)

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


Issue: cx got the empty parcel(selling amount is more than 1000rs)
action- info shared // status -pending
comm- apology done // cx filled the UT form // tat shared 72 hrs for update // case move to CRT investigation SCM



*****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
comm: 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//Courier partner name shared on call //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
commu: 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 // marked critical escalation
comm: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Landmark-

Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR filled//address verified // marked critical escalation
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Landmark-

Issue: cx want to know about the order status//UD marked//out of delivery area
Action: Complaint raised // Info shared // marked Critical escalation
communication: apology done// TAT shared 24-48 hrs update // Courier partner name shared // CMN

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


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 Critical escalation
comm: 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 refund//refund initiated on-
Action: req raised//rrn sms sent//macro shared
comm: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //


Issue: cx want to know about the refund//refund initiated on-
Action: info shared
comm: UTR number shared //ask cx to coordinate with bank also //ask cx to share bank statement in pdf from //


Issue: cx want to know about the refund//refund initiated on-
action- complaint raised
comm- apology done // remaining 5 working shared for refund reflection // cmn

Issue: cx want to know about the refund
action- macro shared
comm- apology done // ask cx to share bank details , UPI details // cx agreed // cmn

**********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, 5-7 working days) 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********** (Rv+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 // cmn

Profile not good
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // stages -Cx Dispute Accepted // Status marked Pending
Comm- Apology done // TAT shared 24 hrs for update // cmn

***********PDWP***************
OTP Verified // Normal Delivery - Prepaid

Issue: Status shows delivered but I didn’t receive it {PDWP}
action- complaint raised // Status marked- Pending with SD
Comm- Apology done // TAT shared 7 days for update
cx mail id -


***************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

***********Snapdeal credit ******************

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

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// CMN

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 // cmn


****CIP marked **********

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 // CCA marked
Comm- TAT shared 24 hours for update // apology done


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

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 // cmn

Service center:
Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Macro shared
Comm- Refer cx to service center as the order is on brand warranty// cx agree // cmn

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// CMN


****************************Mail for SD credit refund *******************

Dear Rahul,

This is with reference to your concern regarding the order status of your item (Tecsox Ultrapod Pro On Ear TWS Pink).

We always want to serve our customers in the best possible manner. Hence a refund amount for Rs 429.00 has been sent to you in Snapdeal credit on Snapdeal App . The amount will be valid for 1 year from date of 28-05-2024 issue and can be used for your future purchases on Snapdeal.

If you require any further assistance, please reply to this email and we would be glad to assist you further.

Thank You,
Team Snapdeal


************************************************************************************************************
LINKS-

Ozonetel

https://in-ccaas.ozonetel.com/toolbar_widget/index.html#dashboard-agent

What's New

https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit?gid=1209143650#gid=1209143650

New Critical Sheet

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

TAT sheet

https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit?pli=1&gid=1154470807#gid=1154470807


SX link -

https://snapdealcx.my.site.com/apex/NewComplaint?&id=a0DIj000002IIkt&orderItemId=a0FIj0000018gj9