Notes

*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

**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

**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.

**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

**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

**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

**How to raise the fresh complaint**
a) First to we have to asked cx to share the issue in the elaborate form (And we have to mention the elaborated concern on the remarks )
b) then we have to ask cx for the refund and replacement (In this we have to check the availability of the refund and replacement )
c 1) If cx want the replacement and the replacement is available so we have to share the replacement order name to the cx including size and colour.
c 2) If cx want the refund and the refund is available then we have to check the mode of payment of the cx.
If the mode of payment of the cx is Prepaid then the refund mode will be same and if the mode of payment of the cx is COD then we have the 3 mode of refund of the COD orders which are :
We have to tell cx that refund will be provided on the Snapdeal credit and also we have to share the benefits of the Snapdeal credit.

1) It is the most preferred option mostly of our cx choose refund voucher as a refund mode.
2) You can use your 100% of the amount in future while shopping with snapdeal.
3) There is no need to share the bank and UPI details
4) It can be combine with the both COD and Prepaid while purchasing the order.
5) It is the the fastest refund mode.
6) Easy to use ( Guide cx how can he use the RV amount)
7) Validity of the 1 Year

If in case cx agree for the Snapdeal credit so you have to proceed the complaint and if in case cx is refusing for the refund voucher then we have to tell cx the remaining refund which are :
UPI (if in case cx is refusing for the UPI)
Then we have to ask cx for Bank refund.

Then after the refund and replacement confirmation we have to raise the return request and the we have to close all tabs then again we have to open the suborder and check whether the RPU is initiated or not initiated.

Scenario 1: If RPU is not initiated on the same time (NQA False)

In this scenario we have to share the TAT of 24 hrs for update regarding the reverse pick up.

Scenario 2 (a): If RPU is initiated on the same time and the courier partner is assigned to cx regarding the pick up of the cx order (NQA True)

In this scenario we have to share the TAT of 48 hrs for pick up and also we have share the pick up partner name and also we have to asked cx to pack the order is original brand packaging.


** Pick up Reschedule**
In this we have to Probing with the cx and in probing we have to reconfirm the cx complaint (Issue cx facing regarding the order) and then the pick up fail reason and pick up fail date

Then there will be 2 response from the cx end

If cx says yes then we have to ask cx to share the conversation held between the cx and the courier boy
If cx says no then we have to take a feedback regarding the courier boy and assured cx that he/she will not face the same issue again.

Then we have to ask cx to share the
a) Alternate Mobile number
b) Alternate Landmark
c) Confirm the pick up address from the rpu details

This three things we have to fill in the RL Panel

Then we have to share the TAT of 2-3 days for the pick up reattempt
Courier partner name we have to shared
Tell cx to pack the order in Snapdeal brand packaging

Note- Tagging will be mention on the Log a call (Remarks we have to add)
Status - Pending