Notes

***********Pending For Verification**************
In Pending for verification we have two scenario :
<1> Within TAT(If cx came on the same date of placing the order)
In this we have to share a TAT of 24 hrs for call back regarding the order verification (In this OVS team used to call the cx for the order verification)
VOC- Where is my order
L1- What is my order status
L2- Want to get my order verified
Status- Close

<2> Outside TAT(If cx does not came on the same date of placing the order)
In this we have to share the TAT of 24-48 hrs for update regarding order status.(In this the backend team used to update the cx regarding the order status)
VOC- Where is my order
L1- What is my order status
L2- Want to get my order verified
Status- Open

**********Within SLA**********
In Within SLA we have two scenario :
<1> Before Dispatch/Before Shipped:
In this we have to share:
a) Promised dispatch dates both
b) Promised delivery date last one
VOC- Where is my order
L1- What is my order status
L2- Want to know my delivery details
Status- Close

<2> After Dispatch/After Shipped:
In this we have to share the 5 things to cx that are :
a) Actual dispatch date
b) Promised delivery date last one
c) Courier partner's name
d) Live location of an order (From Tracking URL)
e) We have to share the sms name AWB number so that cx can easily track his/her order from his/her end.
VOC- Where is my order
L1- What is my order status
L2- Want to know my delivery details
Status- Close

********Specific Delivery Request ******
Specific delivery request can only raise when the order is within SLA. in this we also have 2 scenario:

<1> Before Dispatch/Before Shipped:
In this we have to share:
a) Promised dispatch dates both
b) Promised delivery date last one
c) At last we have to tell cx that we have raised the specific delivery request regarding the delivery of the order and we will try our level best to deliver his/her product as per his/her preferred delivery date.

VOC- Where is my order
L1-Specific delivery request
Status - Close

<2> After Dispatch/After Shipped:
In this we have to share the 5 things to cx that are :
a) Actual dispatch date
b) Promised delivery date last one
c) Courier partner's name
d) Live location of an order (From Tracking URL)
e) We have to share the sms name AWB number so that cx can easily track his/her order from his/her end.

f) At last we have to tell cx that we have raised the specific delivery request regarding the delivery of the order and we will try our level best to deliver his/her product as per his/her preferred delivery date.

VOC- Where is my order
L1-Specific delivery request
Status - Close

**********Item Stuck At One location************************

It is only applicable when the order of the cx is within SLA after dispatch(After Shipped) and order is stuck at the same location from last 72 hrs
In this we have to share:
a) Actual Dispatch date
b) TAT 24-48 hrs regarding order status (Backend team will update regarding the order status )
c) Promised delivery date last one
d) Courier name
VOC- Where is my order
L1- What is my order status
L2-Item Stuck at one location
Status-Open

*******Outside TAT ***********

In outside SLA we have 3 scenarios:
<1> Before Dispatch(Delay in dispatch/shipped)
In this we have to share the :
a) TAT of the 24-48 hrs for update regarding order status (Backend team will update)
b) Promised delivery date last one
VOC-Where is my order
L1-What is my order status
L2-Order is late/beyond promised date
Status - Open

<2> After Dispatch(Delay in delivery)
In this we have to share the :
a) Actual dispatch date
b) We have to register a complaint and have to share the TAT of ASAP regarding the delivery of the order.
c) Courier partner's name
VOC- Where is my order
L1- What is my order status
L2-Order is late/beyond promised date
Status - Open

<3> Delay in dispatch and delivery both:
In this we have to register a complaint and have to share the TAT of ASAP regarding the delivery of the order.
VOC- Where is my order
L1- What is my order status
L2-Order is late/beyond promised date
Status - Open

******First time out for delivery ********
Out for delivery is only visible on the Dispatch history and Tracking URL
Shipment outscan is also known as out for delivery
In this we have to share :
a) Actual dispatch date
b) 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-Close

********UD (Undelivered)*********
UD is only visible on the Dispatch history and Tracking URL.
If cx place the order and the order is out for delivery and due to any reason order is not delivered to cx then it is known as UD.


If the UD reason are Miscellaneous and shipper delay the we have mention the UD reason is Unknown courier issue.


In this we have to first prob with the cx and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then We have asked cx to share the :
a) Alternate mobile number
b) Alternate landmark
The we have to confirm the cx delivery address.
This three things we have to fill in the FNDR panel.
Then we have to tell cx that:
a) We have reschedule the cx order delivery
b) TAT of 24 hrs for the delivery reattempt
c) Courier partner name
VOC- Where is my order
L1-Courier related issue
L2-Status shows undelivered but delivery not attempted
Status- Open
Note- ""Once a UD always be a UD until and unless order get delivered or RTO""

********ODA (Out of delivery area)*********
It is also a UD.
In this we have to first prob with the cx and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.

2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then We have asked cx to share the :
a) TAT of 24-48 hrs for update regarding order status
b) Courier partner's name

*****OFD after UD*******
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 to any reason and then again it is now for out for delivery. In this:
a) first we have to confirm the cx order's delivery address

b) 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-Status shows undelivered but delivery not attempted
Status- open

Note - Case owner we have to mark - Critical Escalation.

*******Cancellation***********
If cx want to cancel the order then first we have to ask cx the reason for the cancellation of the order.

Then we have to check the status of the order in which stages it lies.




We have basically three stages for the cancellation :


1) Before MFG (Order is not packed and the order is with the seller)
Cancellation time - Instant
Refund initiation TAT - Instant
2) After MFG Before Dispatch (Order is packed and order is located with the seller)
Cancellation time - 24-48 hrs
Refund initiation TAT - 24-48 hrs
3) After dispatch (Order is dispatch from the seller end)
Cancellation Type- We have to guide cx for the door step refusal




Refund initiation TAT- 6 Working days after refusing on door step
VOC- I want to cancel my order
L1-I am not able to cancel the item
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 this 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.
We have to share TAT 24-48 hours for refund initiation and reflection TAT depend upon Mode of payment.
VOC - Why was my order cancelled
L1 - others
Status - close

*******RTO*******
In this we have two scenarios:
A. Customer's order mode of payment cash on delivery
In that we have to do probing and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then we have to tell cx that the order is return to the seller and guide cx to place the new order.
VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close

B. When customer's order's mode of payment is prepaid
In this we need to share:
In that we have to do probing and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then we have to tell cx that the order is return to the seller and guide cx to place the new order.
3) We have to share TAT 24-48 hours for refund initiation and reflection TAT depend upon Mode of payment.

VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close

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Address Change :
If the customer asks for the change in the address of the order before the PRNT stage, we can change the cx complete address including pincode also.

PDWP case :
A) If the Mode of payment is RFV + COD.
In this fir we have to check the cx profile by entering the sub order number on the global search after that we have to click on CPWS (Cx Profile With the Suborder details) after that :

a) If the cx profile is good
In this we have to share the TAT of 48 hrs for refund
VOC- Where is my order
L1- Courier related issue
L2- Status shows delivered but I didn't received it.
Status - Pending

b) If the cx profile is not visible.
In this we have to share the TAT of 24 hrs or update regarding complaint status.
VOC- Where is my order
L1- Courier related issue
L2- Status shows delivered but I didn't received it.
Status - Pending
Stages - Cx dispute accepted.

B) If the cx mode of payment is Prepaid.
a) Normal delivery
In this first we asked cx to first co-ordinate with the family member
If cx says no he/she has not received the order
TAT we have to share of the 7 days , Sir/Ma'am, within 7 days our team will share you the POD over the mail.

VOC- Where is my order
L1- Courier related issue
L2- Status shows delivered but I didn't received it.
Status - Open

Re-investigation :
In this we have to share the TAT of 24-48 hrs for update regarding the complaint status.
Stages- POD denial

b) OTP verified delivery:
In this first we have to give denial to the cx. (If cx shared the valid rebuttal)

the we have to share the TAT of 24-48 hrs for update regarding the complaint status.
VOC- Where is my order
L1- Courier related issue
L2- Status shows delivered but I didn't received it.
Status - Open

*******Refund replacement follow up (pre delivery)*********

A) Within TAT: (Refund is initiated from the SD end and the reflection TAT of the cx Mode of payment is remaining)
In this we have to share the :
a) Refund initiation date
b) Amount of the refund
c) Reflection TAT of the refund mode
d) Remaining reflection TAT of the refund mode

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) :

In this we have two scenario :
a) Within TAT (Refund initiation TAT is remaining):
In this we have to share the initiation TAT and the reflection TAT of the refund mode.
Tagging will depend upon the scenario if it is about the order cancellation so we have to tag the case on cancellation and if it is about the RTO so we have to tag the case on RTO.
Status will be closed
b) Outside TAT (It is known as CIP if the initiation TAT is breached the refund of the cx is not initiated from the SD end)
In this we have to share the TAT of 8 day for update regarding the complaint status.

VOC - Refund/replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - Pending with Snapdeal
Stages- Esc to Tech team

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***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


Within TAT :

Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund ) ,6 days (bank offline refund ) ,02 hrs (bank online) ,24 hrs(UPI Online),24 hrs (Wallet), 7-10 working days(credit card or debit card), 7 working days (UPI),
24 hrs (Snapcash) , 5-7 working days (ONDC)
comm: apology done//ask cx to wait//cx agree// 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(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


Update Link sheet:
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=1012564698

Ozonetel Link:

https://in-ccaas.ozonetel.com/toolbar_widget/index.html#login


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

Genesis installation Link :
http://172.16.211.113/WDE/publish.htm