Notes

*******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
******PDWP*******
PDWP stands for product delivered to wrong place. In that customer's order delivered to a wrong place not in a registered address So in this we have three scenarios:
1. When customer's order is cash on delivery:

a) In a case of normal delivery
First we need to tell customer to pls co-ordinate with his neighbour relatives or friends maybe they have received his/her parcel on behalf of him.
Then If customer refuses then we have to take feedback and also assure cx that he/she will not face the same issue again in future and guide cx to place the new order.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - close

b)In a case of OTP verified delivery
First we need to tell customer to pls co-ordinate with his neighbour relatives or friends maybe they have received his/her parcel on behalf of him.
Then we need to tell customer that your order's delivery is otp verified delivery type. the delivery of the order only can be done when customer share otp with the courier boy.




Then if cx refuses then we have to take feedback and also assure cx that he/she will not face the same issue again in future and guide cx to place the new order.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - close

2. When customer's order is prepaid:

a) In a case of normal delivery
First we need to tell customer to pls co-ordinate with his neighbour relatives or friends maybe they have received his/her parcel on behalf of him.
Then if cx refuses then we have to register complaint regarding this and share tat of 7 days and also tell cx that he/she ll receive pod (Proof of delivery) within tat mentioned above




So in that pod cx will receive a sign of a person who received his/her order . In that we need to tell cx that if he/she know the person so ask them to coordinate if not so kindly revert on that mail and share tat of 24-48 hours for update for reinvestigation.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - open
Stage - POD denial (when have to share the re-investigation Tat)

b) In a case of otp verified delivery
In this we need to give soft denial to the customer because as it is otp verified delivery so delivery only can be done when customer share otp with the courier boy so in that we cant register a complaint .
But if cx refuses that he/she didn't share any otp to any courier boy in that we share tat of 24 48 hours foe update.
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - Open

3) If the mode of payment of the cx is RV+COD:
In this first we have to check the cx profile by searching the suborder on global search and after that we have to click on CPWS after that there will be 2 things:
a) If cx profile is not showing
In this we have to share the TAT of 72 for update regarding complaint status
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - Pending with Snapdeal

b) If cx profile is good
In this we have to share the TAT of 72 for refund initiation
VOC- Where is my order
Lvl 1 - courier related issue
Lvl 2 - status shows delivered but I didn't received it
Status - Pending

***********Failed Transactions********
Failed Transactions means when customer's order is not placed but transaction already deducted from his/her end in that we have two scenarios:
A) Within TAT
In this we have to tell cx to wait for 72 hours(autoreverse) , his /her amt will be credited to his/her Mode of payment automatically.
VOC - I have payment/snapdeal account related issue
Lvl - payment related issue
Lvl 2 - payment deducted but order not confirmed
Status - close

B) Outside TAT
In this we have to share tat of 24-48 hours for update regarding the payment status.(In this our backend team will update cx)
VOC - I have payment/snapdeal account related issue
Lvl - payment related issue
Lvl 2 - payment deducted but order not confirmed
Status - open
Stage - escalate to refund team



*******Refund replacement follow up (pre delivery)*********
In this case we cover all refund related issues so here we have three scenarios in this:


A) Within TAT: (Refund is initiated from the SD end and the reflection TAT of the cx Mode of payment is remaining)
Here we need to tell cx about refund amt and also share the date of refund initiation


And also the mode of payment and share reflecting tat accordingly
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)
Cip means the order is still in a progress of cancellation.
1st Case
In first time we have to share tat of 24 48 hours and tell cx to pls wait, within tat his/her refund will be initiate from our end.
VOC - Refund replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - close

2nd Case
When refund is not initiated in 24 48 hours .So after that we need to share the tat of 8 days for update regarding cx refund .
VOC - Refund replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - Pending with snapdeal.
Stage - escalate to tech team.

C) outside tat
Here when cx refund not reflected his/her account and reflecting tat also breached
So in this we have to share a mail (mail name is Bank Statement required) and also first need to confirm the mail id from the customer and request customer to please provide the bank statement photo from the date of purchasing to the till date in the PDF format and share tat of 24 48 hours for update after receiving the bank statement from cx end.
VOC - Refund replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - pending with snapdeal
Stage - escalate to pg team
Macro - Bank Statement required.