Notes

[email protected]
Ileads@123

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

SF:-
https://snapdealcx.my.site.com/SnapdealSearch

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

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

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