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baba@123
50050
number- 100547
update Link sheet:
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=1012564698
c sat link:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=1590187003
Genesis installation Link :
http://172.16.211.113/WDE/publish.htm
ED senior call back sheet:
https://docs.google.com/spreadsheets/d/17K51xY0UE5afhZa0xns0rF8HMQDpEFjxvYFcwx440Ss/edit#gid=0
Brand list sheet:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=997653441
***SHORT CALLS****
Issue: no query
action: na
comm: Cx has no query regarding Snapdeal
Issue: incomplete query
action: Call back done
comm: cx drop the call// Call back done cx not answer the call
Issue: na
Action: na
comm: cx drop the call//cmn
Issue: no ringing
Action: Call back
comm: no response from cx side// after giving 3 warnings, call transfer from my end//Call back done cx not answer the call//cmn
Issue: language barrier
Action: Guide cx to raise the call back req
comm: ask cx to raise the call back req on his/her Language preference
*********Pending for Verification ***********
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
****Within SLA Before Dispatch*****
Issue: cx want to know about the order status
Action: info shared to cx regarding order status
communication: Shared promised dispatch dates and promised delivery date last one //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
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn
*****Specific Delivery Request*****
Issue: Specific Delivery Request
Action: specific date mentioned// Info shared
communication: Shared actual dispatch date and shared promised delivered date last one //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 promised delivery date last one //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//Marked case origin critical escalation
comm: apology done//tat shared 24-48 hours for update//shared order delivery details //cmn
*****Outside SLA After Dispatch (Delay in Delivery)****
Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//shared the order delivery details // asked cx to wait for the order delivery// will try to deliver the cx order asap// cmn
*****Outside SLA (Delay in both Dispatch and Delivery)*****
Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//ask cx to wait for the delivery of the order //cmn
*****First Time OFD*****
Issue: cx want to know about the delivery of the product//Status- 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
*****UD*****
Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified// Marked case origin 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-
*****ODA*****
Issue: cx want to know about the order status//UD marked//out of delivery area
Action: Complaint raised // Info shared//Marked case origin critical escalation
communication: apology done// TAT shared 24-48 hrs update // Courier partner name shared // CMN
*****UD***** (Unable to fill the FNDR)
Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Marked case origin critical escalation
comm: apology done// unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile number -
Alternate Landmark-
*****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//Marked case origin critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///cmn
*****RTO*****
Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared
comm: shared the UD reason with cx//apology done//ask cx to place a new order// 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
*****Cancellation*****
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 days for the refund initiation after refusing at door step//cmn
*****Why was my order cancelled*****
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
*****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// asked cx to share the new address
comm: shared address changed//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// normal delivery
comm: apology done//shared the delivery status// tat shared 7 days for update regarding POD //cmn
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: Info shared
comm: apology done// Denial given as the order is delivered after the OTP verification/// cmn
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (OTP verification delivery )
comm: apology done//shared the complaint status// ask cx to wait //cmn
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (Re-investigation)// POD denial marked
comm: apology done//shared the complaint status// ask cx to wait //cmn
*****PDWP (RFV+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 // Status marked Pending // Stages marked CX dispute accepted
Comm- Apology done // TAT shared 24 hrs for update // cmn
*****Refund*****
Cancellation in Progress:
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 about the refund
Action: macro shared (ask for NEFT details )//tat shared 24-48 hours for update after receiving the Bank details
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details
Outside TAT:
Issue: cx want to know about the refund//refund initiated on-
Action: req 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 hrs for update after receiving the bank statement // cmn
Issue - Cx want to know his refund status//refund initiated on-
action: req alreday raised//macro already shared// Status- Pending with Snapdeal and stages marked Esc to PG team
communication: Bank statement received //tat shared 24-48 hrs for update //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// Macro shared
comm: apology done//asked cx to share the bank statement in pdf from //tat shared 24-48 hrs for update after receiving the bank statement // cmn
Issue - Cx want to know his refund status
Action: req alreday raised//macro already shared// Status- Pending with Snapdeal and stages marked Esc to PG team
communication: Bank statement received //tat shared 24-48 hrs for update //cmn
*****Fresh Complaint*****
RPU initiated on the same time
issue - Issue: cx wants to know return the product
Action- info shared // ask reside return request
comm-apology done //info shared //cmn
Issue(Level 3 remarks)-
#
Action Taken- 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 Taken-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)
Action: Info shared //RL filled// Pick up address confirmed // asked cx to share the alternate phone number// cmn
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 and pick up boy no
comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn
Pick up boy name-
Pick up boy number-
*****Pick up retain/cancellation*****
Issue- Cx want to cancel the pick up request
Action-RL panel // Return request closed // Asked cx to share the reason
Comm- Informed cx that return request is closed // cmn
*****One or more item is missing shipped together*****
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// Info shared// Stages marked CRT investigation SCM
Comm: apology done//rpi not initiated//tat shared 24-48 hrs for update regarding the return request //cmn
Profile good or order price is less than 1200
Issue: One or more item is missing shipped together case//got only 1 item
Action: Marked CRT investigation done // Macro shared
Comm: Info shared // Refund is initiated // TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days )// assurance given // cmn
*****Complete Item Missing*****
Profile - Good
Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation done
comm: apology done//tat shared 72 hrs for refund initiation//TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days ) for reflection // assurance given // cmn cmn
Profile - Not Good
Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation SCM
Comm: apology done//tat shared 72 hrs for update// ask cx to wait//cmn
Issue: cx got the empty parcel(Selling price between 400rs and 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done//ask cx to fill the Digital form and submit it from his end //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail //tat shared 72 hrs for update after receiving the required details // cmn
Issue: cx got the empty parcel(Selling price is more than 100rs)
Action: macro shared (Empty parcel updated)
comm: apology done//ask cx to share the undertaking form //asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail //tat shared 72 hrs for update after receiving the required details // cmn
*****Redirect to Self serve WPD*****
Issue- Cx want to retrun his order // Cx received the different product
Action- Asked cx to raise the return request from his end
Comm- Guide cx how he can raise the return request // 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
*****SD 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
*****Item Defective (Service centre)*****
Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Macro shared
Comm- Refer cx to service centre 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
*****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
*****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
*****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
*****CCA Marked *****
Issue- cx want to know his refund status
Action- Info shared // CCA marked
Comm- TAT shared 24 hours for update // apology done
*****NEFT went on hold *****
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
*****Invoice*****
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 -
*****PRODUCT INFO*****
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed// cmn
*****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
*****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
*****Escalation cases *****
Issue- Cx want to know the complaint status
Action- Info shared as per the escalation team remarks
Comm- Info shared // apology done // TAT shared as per escalation Team
Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund ),7 working days (UPI),
comm: apology done//ask cx to wait//cx agree// cmn
Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 5-7 working days (ONDC)
comm: apology done//ask cx to wait//cx agree// cmn
Issue: cx want to know about the refund//refund initiated on-
Action: tat share ,6 days (bank offline refund ) ,02 hrs (bank online) 7-10 working days(Bank to Bank ),
comm: apology done//ask cx to wait//cx agree// cmn
Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 24 hrs (Wallet), 7-10 working days(credit card or debit card)
comm: apology done//ask cx to wait//cx agree// cmn
Pulse
http://172.16.211.116:9090/pulse/plugins/pulse/#/
50041
rnak
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