Notes

https://notes.io/wd2Nb (ozonetel)
https://notes.io/wgRUV
https://notes.io/wzvFx ( ODA mail )
https://notes.io/wx7ea
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=0--- what's new
https://docs.google.com/spreadsheets/d/1E9auzoLMiKNClx7qAT7aYzSVvjuplPf0Z118owHYrSo/edit?gid=162861410#gid=162861410-- address

IC Changed as per Cx VOC Team Snapdeal
case moved to critical escalation
Transferred

issue---cx want to retain the product
action--info shared on call //
comm- pickup not required //

call connected// call Transferred due to language barrier //

call attempted// call not connected// cx didn't pick the call


call connected// refunded//info shared on call


call connected//Pickup completed//Replacement order initiated//Info shared on call

cx want to share details later//mail sent

call connected//cx is busy//cx drop the call
call connected//cx is busy//call back required

call connected//cx didn't responded// call disconnected by my side

call connected//cx is not available// call back required

call connected// info share //CCA marked//tat shared 24 to 48 hours for update

order is picked up with this suborder

call connected//Pickup Complete//tat shared 5 days for refund update// Neft went on hold

call connected// cx didn't have brand packaging //denial given //

Issue: cx want to know about the delivery of the product//marked RTO
Action: call not required
comm: na

issue- APUC case
action- info shared on call
communication- Rem tat shared on call 24 to 48 hours //
courier executive no-, courier name- , Pickup date-

call connected// Escalated case// tat shared 24 hours for update from Escalated team

call connected // cx disconnected the call//call back done // call not connected

call connected // cx disconnected the call//call back done // cx drop the call

call connected//Cx disconnected the call due to voice issues

call connected// voice issues on call// want call back

cx didn't share any details// denial given

Rajasthan asking Ut mcro shared (after 3 attempts of pickup)
Denial -- Rajasthan Final closure (after 6 attempts)

issue-pickup pending// Want to know about pickup
action- info shared on call//
communication-ask to share UT form //Aadhaar Images // Mail shared

issue-out for delivery
action- info shared on call//
communication- ask to wait till 9 PM for product's delivery // cx agreed

Issue- cx want to know about the product
action- info shared// FNDR filled// Address verified
comm-- Apology done// Delivery rescheduled //tat shared 24 hours for delivery re- attempt// cx agreed


issue- cx want to know about the product
action- info shared on call
comm- apology done// order is cancelled// ask to place the new order

issue- cx want to cancel the product
action- Request taken// info shared on call
comm-- cx has gone to another state // assurance given //ask to co-ordinate with courier boy and guide for door step refusal


708--Shipped together
709--refund voucher// PDWP
724--- PDWP
725 --- Empty Parcel flow(below 400)
728-- BOB Credit card
736-- Disposition
732--- Snapcash

empty parcel under 400 -- CRT insvetigation done //closed ( if profile is good) Tat shared 72 hours for refund

CRT ivestigation SCM //Pending ( profile bad ) tat shared 72 hours for update