Notes

******PDWP*******
PDWP stands for product delivered to wrong place. In that customer's order delivered to a wrong place not in a registered address.So in this we have two scenarios:
1. When customer's order is cash on delivery:

a) In a case of normal delivery
First we need to tell customer to pls co-ordinate with his neighbour relatives or friends maybe they have received your parcel on behalf of you.
Then If customer refuses then we have to take feedback and also assure cx that he/she will not face the same issue again in future and guide cx to place the new order.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - close

b)In a case of Otp verified delivery
In this case also first we need to tell customer to pls co-ordinate with his neighbour relatives or friends maybe they have received your parcel on behalf of you.
Then we need to tell customer that your delivery is otp verified delivery so delivery only can be done when customer share otp with the courier boy.
Then if cx refuses then we have to take feedback and also assure cx that he/she will not face the same issue again in future and guide cx to place the new order.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - close

2. When customer's order is prepaid:

a) in a case of normal delivery
In this also first we need to tell customer to pls co-ordinate with his neighbour relatives or friends maybe they have received your parcel on behalf of you.
Then if cx refuses then we have to register complaint regarding this and share tat of 7 days and also tell cx that he/she ll receive pod (Proof of delivery) within tat mentioned above
So in that pod cx will receive a sign of a person who received his/her order . In that we need to tell cx that if he/she know the person so ask them to coordinate if not so kindly revert on that mail and share tat of 24-48 hours for upadate for reinvestigation.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - open
Stage - POD denial (when have to share the re-investigation Tat)

b) in a case of otp verified delivery
In this we need to give soft denial to the customer because as it is otp verified delivery so delivery only can be done when customer share otp with the courier boy so in that we cant register a complaint .
But if cx refuses that he/she didn't share any otp to any courier boy in that we share tat of 24 48 houra foe update.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - Open


***********Failed Transactions********
Failed Transactions means when customer's order is not confirmed but transaction already deducted from his/her end in that we have two scenarios:
A) Within TAT
In this we have to tell cx to wait for 72 hours(autoreverse) , his /her amt will be credited to his/her account automatically.
VOC - I hate payment/snapdeal account related issue
Lvl - payment related issue
Lvl 2 - payment deducted but order not confirmed
Status - close

B) Outside TAT
In this we have to share tat of 24-48 hours for upadate.
VOC - I hate payment/snapdeal account related issue
Lvl - payment related issue
Lvl 2 - payment deducted but order not confirmed
Status - open
Stage - escalate to refund team



*******Refund replacement follow up (pre delivery)*********
In this case we cover all refund related issues so here we are there scenarios in this:
A) Within TAT
Here we need to tell cx about refund amt and also share the date of refund initiation
And also the mode of payment and share reflecting tat accordingly
VOC - Refund replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - close

B)CIP(cancellation in progress)
Cip means the order is still in a progress of cancellation and the amt will be credited soon
1st Case
in first time we have to share tat of 24 48 hours and tell cx to pls wait, within tat his/her refund will be initiate from our end.
VOC - Refund replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - close

2nd Case
When refund is not initiated from our end and 24 48 hours also breached So after that we need to share the tat of 8 days for update regarding cx refund .
VOC - Refund replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - Open
Stage - escalate to tec team

C) outside tat
Here when cx refund not reflected his/her acc and reflecting tat also breached
So in this we have to share a mail (mail name is Bank Statement required) and also first need to confirm the mail id from the customer and request customer to please provide the bank statement photo from the date of purchasing to the till date in the PDF format and share tat of 24 48 hours for update after receiving mail from cx end.
VOC - Refund replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - pending with snapdeal
Stage - escalate to pg team