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
Ithis 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

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