Notes

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.
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

*******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 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