Notes![what is notes.io? What is notes.io?](/theme/images/whatisnotesio.png)
![]() ![]() Notes - notes.io |
Ileads@123
What's New:-
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280
TAT Sheet:-
https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit?pli=1&gid=1154470807#gid=1154470807
SF:-
https://snapdealcx.my.site.com/SnapdealSearch
Ozonetel:-
https://in-ccaas.ozonetel.com/toolbar_widget/index.html#dashboard-agent
Empty Parcel Digital Form Link (400 -1000):-
https://docs.google.com/spreadsheets/d/1rVDui3gncVKW2lL55_J8w-v4wSEQCPS7ytHWbjktyzs/edit#gid=2052391753
ID- [email protected] // Password- Oracle@876123#$!
**SHORT CALLS**
Issue: NA
Action: NA
Communication: cx drop the call // CMN
Issue: cx says query is already completed
action: NA
Communication: NA
Issue: no query
action: NA
Communication: NA
Issue: incomplete query
action: NA
Communication: cx drop the call // CMN
Issue: NA
Action: NA
Communication: no response from cx side // after giving 3 warnings, call released by my end // CMN
Issue: language barrier
Action: Guide cx to raise the call back request
Communication: ask cx to raise the call back request on his/her Language preference // CMN
Issue: language barrier
Action: Call transferred to customer's preferred language
Communication: customer's preferred language asked // CMN
**Product Availability**
Issue: cx want to know about the product availability
Action: Sales mess. Shared // ask cx to visit the product's link
Communication: info shared // cx agreed // CMN
**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
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
Communication: 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
Communication: 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
Communication: apology done // shared the PDD, DDR // ask to wait // CMN
--Outside SLA (Delay in both Dispatch and Delivery)--
Issue: Order late beyond promised date (Delay in both Dispatch and Delivery)
Action: complaint raised
Communication: 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
Communication: apology done // tat shared 24 hours for call // CMN
--Pending For Verification (Outside TAT)--
Issue: order not verify // pending for verification
Action: info shared
Communication: apology done // tat shared 24-48 hours for update // CMN
**Cancellation Request**
Issue: cx wants to cancel the order // Reason-
Action: request taken
Communication: shared order cancelled // CMN
Issue: cx wants to cancel the order // Reason-
Action: request taken
Communication: 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
Communication: 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 Marked
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
Action: complaint raised // address verified // Critical Escalation
Communication: 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-
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 hours update // Courier partner name shared // CMN
**ADDRESS CHANGE**
Issue: cx wants to change the delivery address // shipped state
Action: info shared // ask cx to place a new order
Communication: 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
Communication: shared address changed // CMN
Issue: cx wants to change the number
action: denial given // alternate no. mentioned:
Communication: info shared // cx agreed // CMN
**RETURN REQUEST**
--RPU initiated on the same time--
#
Action: return request raised // Info shared
Communication: 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 request raised // Info shared
communication: apology done // tat shared 24 hours for update regarding the reverse pick up // RPI not initiated // also guide to pack the parcel in original packing // CMN
Issue: cx want to return his product (Different Product)
Action: info shared // DTSS Followed
Communication: apology done // Guide cx to raise a return complaint from customer's end // CMN
--Reasons--
- I raised the complaint because the order is not showing delivered
- I raised the complaint because customer is not able to raise the return complaint
- I raised the complaint because customer is not using Snapdeal app
- I raised the complaint because product is non returnable
issue: cx want to return the product // product is defective (Service Center)
action- info shared // macro shared
Communication- ask cx to coordinate with the brand // cx agreed // CMN
--Manual Case--
Issue: cx wants to return the product(manual case)
Action: return request raised // info shared
Communication: 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 // Status Marked closed // macro shared
Communication: apology done // tat shared 24 hours for refund initiation // cx agreed // CMN
--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 SCM // Status Marked Pending // macro shared
Communication: apology done // tat shared 48 for update regarding return complaint // CMN
--Pick up Reschedule--
Issue: cx want to return his product (re-scheduled)
Action: RL filled // Pick up address confirmed // asked cx to share the alternate phone number
Communication: 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
Communication: 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
Communication: apology done // tat shared 24 hours for update // ask cx to wait // CMN
Pickup boy no:
--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
Communication: apology done // tat shared 72 hours for update // ask cx to wait // CMN
Pickup boy no:
**Item Missing**
# cx got the empty parcel (amount is less than 400rs.+ profile good)
Action: CRT Investigation Done // tat shared 48 hours for refund initiation // CRT Investigation done // Status Marked closed
Communication: apology done // ask cx to wait // cx agreed // CMN
# cx got the empty parcel (amount is less than 400rs.+ profile bad)
Action: CRT Investigation Done // tat shared 72 hours for update // CRT Investigation SCM // Status Marked Pending
Communication: apology done // ask cx to wait // cx agreed // CMN
# cx got the empty parcel (amount is more than 401rs and less that 1000rs)
Action: macro shared (Empty parcel digital form)
Communication: 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
# cx got the empty parcel (amount is more than 1000rs)
Action: macro shared (Empty parcel updated )
Communication: 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
--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
**REFUND**
Issue: cx want to know about the refund // refund initiated on-
Action: request raised // RRN SMS Sent // macro shared
Communication: UTR number shared // ask cx to coordinate with bank also // CMN
Issue: cx want to know about the refund // refund initiated on-
Action: request 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 hours 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)
Communication apology done // ask cx to wait // cx agreed // CMN
Issue: cx want to know about the refund // refund initiated on-
Action: tat shared 7 working days for reflection (UPI refund), 7-10 working days for reflection (bank refund)
Communication: apology done // ask cx to wait // cx agreed // CMN
Issue: cx want to know about the refund
Action: macro shared (ask for NEFT details)
Communication: shared that due to NEFT Details not present, refund pending // ask cx to share the bank details // 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
Communication: 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)
Communication: 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
Communication: 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
Communication: 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
Communication: 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
Communication: shared the UD reason with cx // apology done // TAT shared 24-48 hours for initiation // CMN
**PDWP**
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken
Communication: 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
Communication: 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 // Stage cx Dispute Accepted Marked
Communication: apology done // shared the delivery status // tat shared 24 hours for update // // CMN
--PDWP (Prepaid mode)--
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised // customer's mail ID confirmed // status marked pending with SD
Communication: apology done // shared the delivery status // tat shared 7 days for update via Mail // CMN
**CATP**
Issue: cx wants to return the product // Issue-
Action: info shared // denial given
Communication: 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
Communication: info shared // denial given for return // CMN
**PRODUCT INFO**
Issue: cx wants to know about the product
Action: info shared
Communication: info shared regarding price, quality // cx agreed // CMN
**Snapcash**
Issue: cx is saying that his Snapcash cashback is pending
Action: info shared // status pending with SD Marked // stage Snapcash marked
Communication: apology done // tat shared 2 working days for update // CMN
**Invoice related issue**
Issue: invoice related issue
Action: email id confirmed // mail shared
Communication: info shared // cx agreed // CMN
Issue: invoice related issue
Action: asked cx to share the email id // request taken
Communication: 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)
Communication: info shared // apology done // Denial given as per RA remarks // CMN
Issue: cx want to know his return request status
Action: Denial given
Communication: 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
Communication: apology done // info shared // CMN
Issue: cx want to know his refund status
Action: Info shared (CIP marked)
Communication: 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)
Communication- 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
Communication: 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
Communication- TAT shared 24 hours for update // apology done // CMN
Issue- cx want to retain the order // Reason-
Action- RL filled // Info shared
Communication- Info shared to cx that return request is closed // CMN
**Snapdeal Credit**
Issue: cx want to know his refund status
Action: Info shared // initiate date -
Communication: apology done // asked cx to check on his end refund is already initiated on Snapdeal credit // Benefits shared // CMN
--SD Reversal--
Issue: cx want to transfer his order refund from refund voucher to bank account
Action: Macro shared
Communication: Benefits share of the Snapdeal credit // ask cx to share his bank details // cx agreed // CMN
issue: cx want to transfer his order refund from refund voucher to bank account
action: macro shared // EOD Filled // tat shared 8 working days for refund reflection
Communication: ask cx to wait for reflection // cx agreed // CMN
![]() |
Notes.io is a web-based application for taking notes. You can take your notes and share with others people. If you like taking long notes, notes.io is designed for you. To date, over 8,000,000,000 notes created and continuing...
With notes.io;
- * You can take a note from anywhere and any device with internet connection.
- * You can share the notes in social platforms (YouTube, Facebook, Twitter, instagram etc.).
- * You can quickly share your contents without website, blog and e-mail.
- * You don't need to create any Account to share a note. As you wish you can use quick, easy and best shortened notes with sms, websites, e-mail, or messaging services (WhatsApp, iMessage, Telegram, Signal).
- * Notes.io has fabulous infrastructure design for a short link and allows you to share the note as an easy and understandable link.
Fast: Notes.io is built for speed and performance. You can take a notes quickly and browse your archive.
Easy: Notes.io doesn’t require installation. Just write and share note!
Short: Notes.io’s url just 8 character. You’ll get shorten link of your note when you want to share. (Ex: notes.io/q )
Free: Notes.io works for 12 years and has been free since the day it was started.
You immediately create your first note and start sharing with the ones you wish. If you want to contact us, you can use the following communication channels;
Email: [email protected]
Twitter: http://twitter.com/notesio
Instagram: http://instagram.com/notes.io
Facebook: http://facebook.com/notesio
Regards;
Notes.io Team