Notes

Post Delivery :

1) 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 along with # )
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.

Benefits of the refund voucher (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 by checking that RPU details is visible or not on quick links.

Scenario 1: If RPU is not initiated on the same time (RPU details is visible on quick links) (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.

(b): If RPU is initiated on the same time and the manual 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 update regarding the reverse pick up.
Status will be Pending.

*****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
A) If cx says yes then we have to ask cx to share the conversation held between the cx and the courier boy
B) 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
Stages - 1) NPR-Pickup Required (Courier Attempted) - cx received the call from pickup boy
2) NPR- Pickup Required - Address Change - cx wants to change the address
3)NPR- Pickup Required (Courier not Attempted) - courier boy did not call the cx regarding pickup

**** APUC (Awaiting for the Pick up confirmation)****
It means that the VOC of the cx is that order is already picked up but in RPU PUC is not marked.
In this we have to ask cx the pick up date

In this we have two scenario :

a) If cx came on the same day of the order pick up.

We have to mention the pick up date on RL panel
Then we have to share the TAT of 24 hrs for update regarding the complaint status
Note- Tagging will be mention on the Log a call (Remarks we have to add)
Status - Open

b) If cx came does not come on the same day of the order pick up.
We have to ask cx to share the :
a) Courier boy name
b) Courier boy number
We have to mention the courier boy name and number along with the pick up date on the RL panel
Then we have to share the TAT of 72 hrs for update regarding the complaint status
Note- Tagging will be mention on the Log a call (Remarks we have to add)
Status - Open
Stages- APUC