Notes

Vinay Bhushan Bisht



Ozontel :-
Agent ID - 50004
SIP number assigned - 100501
Password - 100
Customer - Snapdeal

[email protected]
ileads@12345

Ozontel Link :-
https://in-ccaas.ozonetel.com/

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

Critical sheet link:-
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=1590187003


*****************Short calls*************
Issue: na
Action: na
comm: no voice coming from cx side// after giving warnings, call drop from my end//cmn


issue- na
action- na
comm- call disconnect

Issue: no query
action: na
comm: cx drop the call


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

Issue: na
Action: na
comm: cx drop the call//cmn

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


Issue: no response
Action: na
comm: no response from cx side// cx drop the call//cmn


Issue: language barrier
Action: na
comm: guide for call back in prefer language//cmn



*****ORDER STATUS*******

Issue: cx want to know about the order status
Action: info shared on tracking in registered mail id
communication: shared pdd, ddr// tracking details and courier partner name shared//cmn

Issue: cx want to know about the order status
Action: info shared
communication: shared pdd, ddr//once order will be shipped, you will get the tracking details//cmn


Issue: Specific Request
Action: specific date mentioned
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn


Issue: Order stuck @one location
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr, tracking details//cmn




**********************Order late beyond *************************


Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: apology done//shared the pdd, ddr, tracking details//ask to wait//cmn


Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr//ask to wait//cmn


Issue: order not verify//pending for verification
Action: info shared
comm: apology done//tat shared 24 hours for call//cmn


*******CANCEL REQUEST*******
1
Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product// money issue// due to late delivery// due to bad experience with previous product
Action: request taken
comm: shared order cancelled//cmn


2
Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn


3
Issue: cx wants to cancel the order //high price// cx not available// placed order by mistake// do not need the product//shipped state
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//cmn



********UD CASE*********
Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//cmn

Issue: cx want to know about the order status//UD marked
Action: complaint raised
comm: apology done// unable to fill the FNDR// error: --//tat shared 24 hours for delivery re-attempt//assurance given//cmn


Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR not filled//address verified
communication: apology done//tat shared 24 hours for update//cmn


Issue: cx want to know about the order status//UD marked//out of delivery area
Action: tat shared 24-48 hours for update
communication: apology done//info shared//assurance given//cmn



*************OFD after UD*************

Issue: cx want to know about the order status //UD marked//order is ofd
Action: complaint raised//AWB Number Shared
communication: apology done//ask cx to wait till 9PM//courier partner name shared //cx agreed//cmn


************ADDRESS CHANGE************
Issue: cx wants to change the delivery address//shipped state
Action: info shared//ask cx to place a new order
comm: 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
comm: shared address changed//cmn



Issue: cx wants to change the delivery address//bill generated
Action: info shared//ask cx to place a new order
comm: shared can not change the address//also guide to co-ordinate with courier boy//cmn


issue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn


**************RETURN REQUEST**************

#
Action Taken: return req raised//tat shared 24 hrs for update
communication: apology done//rpi not initiated//also guide to pack the parcel in original packing//assurance given// cmn

#
Action Taken: return req raised//tat shared 48 hours for pickup
communication: apology done// shared the courier partner name//RPI initiated// also guide to pack the parcel in original packing//assurance given// cmn


#
Action Taken: RL filled// tat shared 2-3 days for pickup
communication: apology done//shared the complaint status//shared the courier partner name // also guide to pack the parcel in original packing//assurance given// cmn


************************one or more item shipped together****************************
Issue: shipped together case//got only 1 item
action: Return Request raised
Comm: apology done//rpi not initiated//tat shared 24-48 hrs for update//cmn


*****************out for pickup**************************
Issue: cx wants to know the complaint status(return case)//out for pick up
Action: info shared//ask to wait till end of the day
comm: apology done//shared the courier partner name//also guide to pack the parcel in original packing//cmn

Issue: product already picked up but not updated(multiple suborder)
Action: suborder filled in RL//
comm: tat shared 48 hours for update//
suborder picked up-

***************APUC Case*******************
Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//info shared
comm: tat shared 72 hours for update//apology done // assurance given//cmn
Pickup Team -
Pickup FE no.-
Pickup Date-

Issue: product already picked up but not updated(APUC case)
Action: RL filled// info shared
comm: tat shared 24 hours for update//apology done//assurance given//cmn
Pickup Team -
Pickup FE no.-
Pickup Date-


Issue: cx wants to return the product(manual case)
Action: TAT shared 48 hours for updated
comm: Apology done//info shared on pickup//assurance given//cmn



********************Empty Parcel**************************


Issue: cx got the empty parcel(amount is less than 500rs.)
Action: info shared
comm: apology done//tat shared 72 hours for update// ask cx to wait//cmn

Issue: cx got the empty parcel(amount is more than 500rs and less that 1000rs)
Action: macro shared (Empty parcel digital form)
comm: 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

Issue: cx got the empty parcel(amount is <=1000rs)
Action: macro shared(Empty parcel updated )
comm: apology done//ask cx to share the undertaking form, SD Packaging, Invoice Copy and ID Proof//tat shared 72 hours for update after receiving the UT form // cmn


****************OFD**********************

Issue: cx want to know about the delivery of the product//OFD
Action: AWB sms sent
communication: ask cx to wait till 9PM//info shared//cx agreed //cmn



************REFUND*************

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 //tat shared 24-48 hrs for update//cmn

issue: cx want to know about refund// refund initiated on:-
action: ask cx to check RVF
comm:- apology done//assurance given//info shared on refund mode//cmn


Issue: cx want to know about the refund//refund initiated on--
Action: req raised//rrn sms sent
communication: UTR number shared //ask cx to coordinate with bank also // apology done // info shared on refund//cmn

Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7 working days(UPI)
comm: apology done//ask cx to wait//cx agreed//cmn


Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days(credit card )
comm: apology done//ask cx to wait//cx agreed//cmn

Issue: cx want to know about the refund
Action: macro shared//tat shared 24-48 hours for update
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details//cmn

***********SD Credit Reversal case**************

issue: cx want to know about refund// refund initiated on:- // cx want refund on bank account
action: Benefits shared SD Credit// Mail Marked
comm:- apology done//assurance given//info shared on refund mode//ask cx to share NEFT Details//cmn

**********FRAUD CALL**************
Issue: Customer reported refund fraud by app download
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn


Issue: lucky draw call received by customer
Action: macro shared//mail id confirmed
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn

************PAYMENT ISSUE************
Issue: payment deducted, order not confirmed
Action: tat shared 72 hours
comm: apology done//tat shared 72 hours for auto reverse//cmn



Issue: payment deducted, 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


**********CANCELLED ORDER*************
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: shared that due to Non Serviceability, order cancelled//apology done//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 ) 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


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised
comm: apology done//shared the delivery status// tat shared 7 days for update//cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 7-10 days for update
comm: apology done//shared the complaint status//cmn


***************CATP************
Issue: cx wants to return the product as product is---(CATP)
Action: info shared
comm: apology done//shared product is non return-able// cmn


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//apology done//cmn

*************PRODUCT INFO**************
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed//cmn


Issue: how to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed//cmn


ISSUE: difference between invoice and amount paid//extra amount charged
Action: complaint taken//macro shared
comm: info shared//tat shared 24-48 hours for update// cmn



Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed//cmn

issue; cx wants the order again
action: sales sms sent
comm: ask cx to place a new order again//cmn


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


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 //cmn

*****************CIP***************************

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 // NEFT went on hold // CCA marked
Comm- apology done //TAT shared 5 working 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 // cmn

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


***************RAC - Non Returnable Items*************************
***RAC - Non Returnable Items***
Issue: cx want to return the product //Issue-
Action: return req raised//Mail Marked// L3 SHEET FILLED
communication: apology done//ask cx to share the images//also guide to pack the parcel in original packing//assurance given// cmn

*************Service center*************
Issue: cx wants to know the complaint status(return case) // issue:-
Action: Mail marked //info shared
comm: apology done//ask cx to co ordinate with service center//assurance given// cmn


***********************************LINKS**************************************
workspace
http://172.16.211.113/WDE/publish.htm

Genesis install •
http://172.16.211.113/WDE/publish.htm

pulse 50041 sa
http://172.16.211.116:9090/pulse/plugins/pulse/#/

SOP Sheet:-
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=227176761

critical sheet filled:-
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=1590187003