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In this we have to share same things which we share in ofd case but the only difference is now is order is ofd after UD that means order was undelivered due any reason and then again it is for out for delivery. In this we need to share :
a) We have to tell cx that order will get delivered to you before 9 PM
c) Courier partner's name
d) Sms we have to share and also we have to mention the courier boy number on the same sms from the suborder code
VOC-Where is my order
L1-Courier related issue
L2-Package is "out for delivery" but I didn't received it
Status- open
*******RTO*******
In this we have two scenarios:
A. Customer's order is cash on delivery
In that we need to share :
a)undelivered reason
b) undelivered date to the customer
c)In this we have to take Apology and also give assurance to the cx that he/she will not face the same issue again in future.
VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close
B. When customer's order is prepaid
In this we need to share:
a)undelivered reason
b) undelivered date to the customer
c)In this also we have to take Apology and also give assurance to the cx that he/she will not face the same issue again in future.
d) share TAT 24-48 hours for refund initiation
VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close
*******Why was my order cancelled********
This was happened when order cancelled by our (snapdeal)end.
Sometimes order get out of stock ,sold out, bulk order, technical issue, operational issue etc due to all of these reasons orders get cancelled.
In thia we have two scenarios:
A. When customer's order is cash on delivery
In this we need to guide customer to place a New order and also assure cx that he/she will not face the same issue again in future.
VOC - Why was my order cancelled
L1 - others
Status - close
B. When customer's order is prepaid
In this also we need to guide customer to place a New order and also assure cx that he/she will not face the same issue again in future.and also share tat 24 48 hours for refund initiation
VOC - Why was my order cancelled
L1 - others
Status - close
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