Notes

MAYANK RATURI


***INCOMPLETEQUERY_CALLDROP***

ISSUE-NA
ACTION-REDIAL DONE
COMM-CX DROPPED CALL, RADIAL DONE BUT CX MOB NO. GOING BUSY/NOT ANSWERED THE CALL

ISSUE-NA
ACTION-CALL DROP SELECTED
COMM-CX DROPPED THE CALL


***NO QUERY***

ISSUE-NA
ACTION-NA
COMM-CX HAS NO QUERY REGARDING SNAPDEAL


***LANGUAGE BARRIER***

ISSUE-LANGUAGE BARRIER
ACTION-CALL TRANSFERRED(INBOUND TO SKILL/CMN TO IVR)
COMM-CALL TRANSFERRED AS CX'S PREFERRED LANGUAGE



ISSUE-LANGUAGE BARRIER
ACTION-GUIDE CX TO RAISE CALL ME NOW REQUEST
COMM-ASK CX TO RAISE CMN REQUEST FROM HIS APPLICATION ON HIS PREFERRED LANGUAGE BETWEEN 9AM TO 6PM//CMN


***CALL BACK***

ISSUE-NA
ACTION-CALL BACK REQUEST
COMM-CX ASK TO CALL BACK ME


***CX NO RESPONSE***

ISSUE-NA
ACTION-NA
COMM-CX NOT RESPONDING, CALL RELEASED BY MY SIDE AFTER GIVING 3 WARNINGS//CMN



ISSUE-CX WANT TO KNOW ABOUT THE PRODUCT
ACTION-NA
COMM-ASK CX TO PROVIDE SUBORDER NO. REGARDING PRODUCT//CX UNABLE TO PROVIDE//ASK CX TO REACH US LATER AFTER CHECKING SUBORDER NO//CX AGREED//CMN



***PENDING 4 VERIFICATION (SLA)***

ISSUE- MY ORDER ISN'T VERIFIED YET, WANT TO VERIFY ORDER
ACTION-INFO SHARED
COMM-ASK CX THAT YOU WILL GET A CALL WITHIN 24HRS FROM OUR OVS TEAM, PLS RECIEVE THE CALL//CX AGREED//CMN


***PENDING 4 VERIFICATION (OUTSIDE SLA)***

ISSUE- MY ORDER ISN'T VERIFIED YET, WANT TO VERIFY ORDER
ACTION-INFO SHARED
COMM-TAT SHARED 24-48 HOURS FOR UPDATE //CMN


***SLA***(BEFORE DISPATCH)

ISSUE-CX WANT TO KNOW ABOUT HIS ORDER STATUS
ACTION-INFO SHARED
COMM-INFO SHARED REGARDING PROMISED DISPATCH DATE (BOTH) AND PROMISED DELIVERY DATE (LAST ONE)//ASK CX YOU WILL GET PRODUCT'S TRACKING DETAILS AS PRODUCT GETS DISPATCHED//CX AGREED


***SLA***(AFTER DISPATCH)

ISSUE-CX WANT TO KNOW ABOUT HIS ORDER STATUS
ACTION-INFO SHARED//AWB SMS SHARED
COMM-INFO SHARED REGARDING ACTUAL DISPATCH DATE AND PROMISED DELIVERY DATE (LAST ONE)//LIVE LOCATION SHARED//COURIER PARTNER NAME SHARED//CMN


***OUTSIDE SLA***(DELAY IN DELIVERY)

ISSUE-CX WANT TO KNOW ABOUT HIS ORDER STATUS(LATE BEYOND)
ACTION-COMPLAINT RAISED//CASE ORIGIN MARKED AS CRITICAL ESCALATION
COMM-INFO SHARED REGARDING ORDER DETAILS//COURIER PARTNER NAME SHARED//ASK CX THAT WE WILL TRY BEST OUR LEVEL TO MAKE THE DELIVERY ASAP//CMN


***OUTSIDE SLA***(DELAY IN DISPATCH)

ISSUE-CX WANT TO KNOW ABOUT HIS ORDER STATUS
ACTION-COMPLAINT RAISED//CASE ORIGIN MARKED AS CRITICAL ESCALATION
COMM-TAT SHARED 24-48HRS FOR UPDATE//CMN


***SPECIFIC DELIVERY REQUEST***

ISSUE-CX WANT HIS ORDER DELIVERED TILL SPECIFIC DATE
ACTION-SPECIFIC DELIVERY DATE MENTIONED//INFO SHARED
COMM-SHARED ACTUAL DISPATCH DATE AND SHARED PROMISED DELIVERED DATE LAST ONE //SHARED ORDER LIVE LOCATION AND COURIER PARTNER NAME SHARED//ASK CX WE WILL TRY BEST OUR LEVEL TO MAKE DELIVERY TILL PREFERRED DATE//CMN

ISSUE-CX WANT HIS ORDER DELIVERED TILL SPECIFIC DATE
ACTION-SPECIFIC DELIVERY DATE MENTIONED//INFO SHARED
COMM-SHARED PROMISED DISPATCH DATE AND SHARED PROMISED DELIVERED DATE LAST ONE // COURIER PARTNER NAME SHARED//ASK CX WE WILL TRY BEST OUR LEVEL TO MAKE DELIVERY TILL PREFERRED DATE//CMN


*****ITEM STUCK AT ONE LOCATION*****(72HRS)

ISSUE: ORDER STUCK AT ONE LOCATION
ACTION: COMPLAINT RAISED
COMM:TAT SHARED 24-48 HOURS FOR UPDATE//SHARED THE PROMISED DELIVERY DATE LAST ONE //COURIER PARTNER NAME SHARED//CMN


***OFD***

ISSUE-CX WANT TO KNOW ABOUT HIS PRODUCT DELIVERY//OFD
ACTION-INFO SHARED//AWB SMS SHARED
COMM-ASK CX TO WAIT TILL 9PM//COURIER PARTNER NAME SHARED ON CALL//COURIER BOY NO. SHARED VIA SMS//CX AGREED//CMN

ISSUE-CX WANT TO KNOW ABOUT HIS PRODUCT DELIVERY//OFD
ACTION-INFO SHARED
COMM-ASK CX TO WAIT TILL 9PM//COURIER PARTNER NAME SHARED ON CALL//CX AGREED//CMN


***WANT DELIVERY TILL SPECIFIC TIME***

ISSUE-CX WANT THE PRODUCT DELIVERED TILL SPECIFIC TIME//OFD
ACTION-INFO SHARED//AWB SMS SHARED
COMM-ASK CX TO COORDINATE WITH COURIER BOY//COURIER BOY NO. SHARED VIA SMS/ NOT AVAILABLE//COURIER PARTNER NAME SHARED//CX AGREED//CMN


***UD***

ISSUE-CX WANT TO KNOW ABOUT HIS ORDER STATUS//UD
ACTION-RESCHEDULED DELIVERY//FNDR FILLED//ADDRESS CONFIRMED//MARKED CASE ORIGIN AS CRITICAL ESCALATION
CONN-TAT SHARED 24HRS FOR RE-ATTEMPT DELIVERY//COURIER PARTNER NAME SHARED ON CALL//CMN
ALT MOB NO-
ALT LANDMARK-


***UD ERROR***

ISSUE: CX WANT TO KNOW ABOUT THE ORDER STATUS//UD MARKED
ACTION: COMPLAINT RAISED//ADDRESS VERIFIED//MARKED CASE ORIGIN CRITICAL ESCALATION
COMM: UNABLE TO FILL THE FNDR DUE ERROR: --//TAT SHARED 24 HOURS FOR DELIVERY REATTEMPT // COURIER PARTNER NAME SHARED //CMN
ALT MOBILE NO -
ALT LANDMARK-


***OFD AFTER UD***

ISSUE-CX WANT TO KNOW ABOUT THE ORDER STATUS //UD MARKED//ORDER IS OFD
ACTION-INFO SHARED//ADDRESS VERIFIED// AWB SMS SHARED//MARKED CASE ORIGIN CRITICAL ESCALATION
COMMUNICATION-ASK CX TO WAIT TILL 9 PM//COURIER PARTNER NAME SHARED//COURIER BOY NUMBER SHARED VIA SMS//CX AGREED///CMN


***RTO***

ISSUE-CX WANT TO KNOW ABOUT THE DELIVERY OF THE PRODUCT//MARKED RTO
ACTION-APOLOGY DONE
COMM-SHARED THE UD REASON WITH CX//ASK CX TO PLACE A NEW ORDER// CMN


ISSUE-CX WANT TO KNOW ABOUT THE DELIVERY OF THE PRODUCT//MARKED RTO
ACTION-INFO SHARED//ASK CX TO PLACE A NEW ORDER
COMM-SHARED THE UD REASON WITH CX//APOLOGY DONE// TAT SHARED 24-48 HOURS FOR INITIATION//CMN
TAT SHARED (7-10 WORKING DAYS , 24 HOURS, 5-7 WORKING DAYS) FOR REFLECTION AFTER INITIATION //CMN


***ODA***

ISSUE-CX WANT TO KNOW ABOUT HIS ORDER DELIVERY STATUS//ODA
ACTION-INFO SHARED
COMM-TAT FOR 24-48HRS FOR UPDATE//CMN


***PDWP*** (COD)

ISSUE-STATUS SHOWS DELIVERED BUT I DIDN’T RECEIVE IT [PDWP]
ACTION-APOLOGY DONE//FEEDBACK TAKEN
COMM-ASK CX TO PLACE A FRESH ORDER//CMN


***PDWP***(RFV+COD)
PROFILE-GOOD

ISSUE-STATUS SHOWS DELIVERED BUT I DIDN’T RECEIVE IT [PDWP]
ACTION-APOLOGY DONE//STATUS MARKED PENDING
COMM-TAT SHARED 48 HRS FOR REFUND//CMN

PROFILE-BAD

ISSUE-STATUS SHOWS DELIVERED BUT I DIDN’T RECEIVE IT [PDWP]
ACTION-APOLOGY DONE//STATUS MARKED PENDING// STAGES MARKED CX DISPUTE ACCEPTED
COMM-TAT SHARED 24 HRS FOR UPDATE//CMN


(PREPAID)

ISSUE-STATUS SHOWS DELIVERED BUT I DIDN’T RECEIVE IT [PDWP]//OTP PROBING
ACTION-COMPLAINT RAISED//MARKED STATUS PENDING WITH SD
COMM-APOLOGY DONE//SHARED THE DELIVERY STATUS//REQUEST TO CHECK WITH YOUR NEARBY CONTACTS ONCE//TAT SHARED 7 DAYS FOR UPDATE//CMN
#CX MAIL ID-



***ADDRESS CHANGE*** (BEFORE PRINT)

ISSUE-CX WANT TO CHANGE HIS DELIVERY ADDRESS
ACTION-INFO SHARED
COMM-ASK CX TO SHARE NEW ADDRESS ON CALL//SHARE THAT YOUR ADDRESS IS CHANGED//CMN


(AFTER PRINT)

ISSUE-CX WANT TO CHANGE HIS DELIVERY ADDRESS
ACTION-APOLOGY DONE//ASK CX TO PLACE A FRESH ORDER WITH NEW ADDRESS
COMM-SHARED CAN'T CHANGE THE ADDRESS//GUIDE CX TO COORDINATE WITH COURIER BOY


***CANCELLATION***

ISSUE-CX WANT TO CANCEL THE ORDER//REASON-
ACTION-REQ TAKEN
COMM-SHARE ORDER CANCELLED//CMN

ISSUE-CX WANTS TO CANCEL THE ORDER// REASON-
ACTION-REQ TAKEN
COMM-SHARED CANCELLATION IN PROGRESS//TAT SHARED 24-48 HOURS FOR UPDATE REGARDING THE CANCELLATION//CMN

ISSUE-CX WANTS TO CANCEL THE ORDER// REASON-
ACTION-REQ TAKEN
COMM-ASK TO CO-ORDINATE WITH COURIER BOY AND ALSO GUIDE FOR DOOR STEP REFUSAL//CMN


ISSUE-CX WANTS TO CANCEL THE ORDER// REASON-
ACTION-REQ TAKEN
COMM-ASK TO CO-ORDINATE WITH COURIER BOY AND ALSO GUIDE FOR DOOR STEP REFUSAL//TAT SHARED 24-48HRS AS ORDER WILL MARKED RTO//CMN


***WHY WAS MY ORDER CANCELLED***


ISSUE-CX WANTS TO KNOW WHY ORDER CANCELLED
ACTION-APOLOGY DONE
COMM-SHARED THE CANCELLATION REASON//ASK CX TO PLACE A NEW ORDER//CMN


***REFUND***

(CIP)

ISSUE-CX WANT TO KNOW HIS REFUND STATUS
ACTION-INFO SHARED (CIP MARKED )
COMM-TAT SHARED 48 HOURS FOR UPDATE//ASK CX TO WAIT//CMN


ISSUE-CX WANT TO KNOW HIS REFUND STATUS
ACTION-INFO SHARED (CIP MARKED)// MARKED STAGE (ESCALATED TO TECH TEAM)
COMM-TAT SHARED 8 DAYS FOR UPDATE//ASK CX TO WAIT//CMN


***WITHIN TAT***

(UPI 2 UPI) (COD 2 UPI)

ISSUE-CX WANT TO KNOW ABOUT HIS REFUND
ACTION-INFO SHARED//REFUND DATE->
COMM-REFUND ALREADY INITIATED//ASK CX TO CHECK BANK STATEMENT ONCE//CMN

ISSUE-CX WANT TO KNOW ABOUT HIS REFUND//REFUND DATE->
ACTION-INFO SHARED//MACRO SHARED {BANK STATEMENT REQUIRED}
COMM-REFUND ALREADY INITIATED//ASKED BANK STATEMENT FROM PURCHASE DATE TO TILL DATE IN PDF FORM//CMN

(COD TO UPI/BANK)

ISSUE-CX WANT TO KNOW ABOUT THE REFUND//REFUND DATE:
ACTION-INFO SHARED
COMM-REFUND ALREADY INITIATED//TAT SHARED REMAINING 6 DAYS//ASK CX TO WAIT//CMN


(CREDIT CARD/DEBIT CARD)

ISSUE-CX WANT TO KNOW ABOUT THE REFUND//REFUND DATE:
ACTION-APOLOGY DONE//INFO SHARED
COMM-REFUND ALREADY INITIATED//TAT SHARED REMAINING 7-10 WORKING DAYS//ASK CX TO WAIT//CMN


***OUTSIDE TAT***

ISSUE-CX WANT TO KNOW ABOUT HIS REFUND//REFUND DATE-
ACTION- RRN SMS SHARED//UTR NO. SHARED
COMM-REFUND ALREADY INITIATED//ASK CX TO CHECK HIS BANK STATEMENT ONCE//ASK TO COORDINATE WITH BANK THROUGH REFERENCE NO. SHARED//CMN


ISSUE-CX WANT TO KNOW ABOUT THE REFUND//REFUND DATE:
ACTION- RRN SMS SENT//MACRO SHARED
COMMUNICATION-UTR NO. SHARED//ASK CX TO COORDINATE WITH BANK ALSO //ASK CX TO SHARE BANK STATEMENT IN PDF //TAT SHARED 24-48 HRS FOR UPDATE AS GETTING BANK STATEMENT//CMN


ISSUE-CX WANT TO KNOW HIS REFUND STATUS//REFUND INITIATED ON-
ACTION-REQ ALREDAY RAISED//MACRO ALREADY SHARED// STATUS- PENDING WITH SNAPDEAL//STAGE MARKED (ESC TO PG TEAM)
COMMUNICATION:BANK STATEMENT RECEIVED //TAT SHARED 24-48 HRS FOR UPDATE //CMN


***FAILED TRANSACTIONS***

(SAME DAY)

ISSUE-PAYMENT DEDUCTED BUT ORDER NOT CONFIRMED
ACTION-INFO SHARED
COMM-TAT SHARED 72 HOURS FOR AUTO REVERSE//CMN


(TAT BREACHED)

ISSUE-PAYMENT DEDUCTED BUT ORDER NOT CONFIRMED//TAT BREACHED
ACTION-COMPLAINT RAISED//MACRO SHARED
COMM-ASK CX TO SHARE THE BANK STATEMENT IN PDF FORM//TAT SHARED 24-48 HRS FOR UPDATE AS GETTING BANK STATEMENT//CMN


ISSUE-CX WANT TO KNOW HIS REFUND STATUS
ACTION-REQ ALREADY RAISED//MACRO ALREADY SHARED//STATUS-PENDING WITH SNAPDEAL//STAGE MARKED (ESC TO PG TEAM)
COMMUNICATION: BANK STATEMENT RECEIVED //TAT SHARED 24-48 HRS FOR UPDATE //CMN



***FRESH RETURN REQ***

ISSUE-CX WANT TO RETURN THE PRODUCT
ACTION-RETURN REQ RAISED
COMM-TAT SHARED 24 HRS FOR UPDATE REGARDING PRODUCT'S PICKUP//RPU NOT INITIATED//ALSO REQUEST CX TO KEEP PRODUCT IN BRAND PACKAGING//CMN


(IF CX CAME AFTER 24HRS, RPU NOT INITIATED)

ISSUE-CX WANT TO KNOW ABOUT RETURN STATUS
ACTION-RETURN REQ ALREADY RAISED
COMM-TAT SHARED 24-48 HRS FOR UPDATE REGARDING PRODUCT'S PICKUP//RPU NOT INITIATED//ALSO REQUEST CX TO KEEP THE PRODUCT IN BRAND PACKAGING//CMN


ISSUE-CX WANT TO RETURN THE PRODUCT
ACTION-RETURN REQ RAISED
COMM-TAT SHARED 48 HRS FOR PICKUP//RPU INITIATED//SHARED THE COURIER PARTNER NAME//ALSO REQUEST CX TO KEEP PRODUCT IN BRAND PACKAGING//CMN


(WPD)-DELIVERED

#CX GOT//DTSS FOLLOWED//CX UNABLE TO RAISE RETURN REQ FROM HIS SIDE, BECAUSE THAT'S WHY RETURN REQ RAISED BY ME
ACTION-RETURN REQ RAISED/IMAGES REQUESTED
COMM- ASK CX TO UPLOAD PRODUCT IMAGES ON LINK, YOU WILL GET REGARDING RETURN VIA SMS WITHIN 24 HRS


UD/RTO

#CX GOT //PRODUCT MARKED UD/RTO
ACTION-RETURN REQ RAISED//MACRO SHARED (IMAGES REQUESTED)
COMM-TAT SHARED 24 HRS FOR UPDATE REGARDING PRODUCT PICKUP AS GETTING IMAGES//RPU NOT INITIATED//ALSO REQUEST CX TO KEEP PRODUCT IN BRAND PACKAGING//CMN


(NON-RETURNABLE)

#CX GOT//PRODUCT IS NON RETURNABLE
ACTION-RETURN REQ RAISED//MACRO SHARED (IMAGES REQUESTED)


***SELF SERVE DTSS***

ISSUE-CX WANT TO RETURN HIS ORDER//
ACTION-ASKED CX TO RAISE THE RETURN REQUEST FROM HIS END
COMM- GUIDE CX HOW HE CAN RAISE THE RETURN REQUEST//CMN


#DTSS FOLLOWED//CX UNABLE TO RAISE REQ FROM HIS END, BECAUSE CX DONOT KNOW MUCH ABOUT MOBILE/CX IS AN OLD CITIZEN/CX FACING ERROR WHILE RAISING REQ/CX ISN'T THAT MUCH EDUCATED/, THAT'S WHY RETURN REQ RAISED BY ME//SCREENSHOT OF THE ERROR REQUESTED VIA MAIL


***SELF SERVE OFD***

ISSUE-CX WANT TO RETURN THE PRODUCT//PRODUCT STATUS-OFD
ACTION-INFO SHARED//DTSS FOLLOWED
COMM-ASK CX TO WAIT TILL 24HRS//AS PRODUCT WILL MARKED DELIVERED, CX CAN RAISE RETURN REQUEST FROM HIS SIDE///GUIDED CX HOW TO RAISE RETURN REQUEST TOO//CMN


CX FACING ERROR, ASK CX TO SHARE SNAPSHOT OF ERROR AT [email protected]


***CATP***

#CX WANTS TO RETURN THE PRODUCT//ISSUE-
ACTION:DENIAL GIVEN
COMM: DENIAL GIVEN AS PER CX CONCERN

#CX WANTS TO RETURN THE PRODUCT// CX GOT THE SAME PRODUCT AS PER PDP
ACTION: INFO SHARED
COMM: INFO SHARED//DENIAL GIVEN FOR RETURN//CMN


***OUT FOR PICK UP***

ISSUE-CX WANTS TO KNOW THE RETURN STATUS //OUT FOR PICK UP
ACTION-INFO SHARED
COMM-ASK TO WAIT TILL 6 PM//SHARED THE COURIER PARTNER NAME//ALSO REQUEST CX TO KEEP PRODUCT IN BRAND PACKAGING// CMN


***IC CHANGE***

#CX GOT DIFFERENT ITEM//IC UPDATED TO DIDN'T GET WHAT I ORDERED//IMAGES REQUESTED VIA MAIL


ISSUE-CX WANTS TO KNOW THE RETURN STATUS//#CX GOT DIFFERENT ITEM//IC UPDATE TO DIDN'T GET WHAT I ORDERED//IMAGES REQUESTED VIA MAIL
ACTION-INFO SHARED //RL FILLED// PICK UP ADDRESS CONFIRMED//ASKED CX TO SHARE THE ALT MOB NO.
COMM-TAT SHARED 2-3 DAYS FOR PICKUP//SHARED THE COURIER PARTNER NAME // ALSO REQUEST CX TO KEEP THE PRODUCT IN BRAND PACKAGING//CMN


***PICK UP RESCHEDULE***

ISSUE-CX WANTS TO KNOW THE COMPLAINT STATUS(RETURN CASE)
ACTION-INFO SHARED //RL FILLED// PICK UP ADDRESS CONFIRMED//ASKED CX TO SHARE THE ALT MOB NO.
COMM-TAT SHARED 2-3 DAYS FOR PICKUP//SHARED THE COURIER PARTNER NAME // ALSO REQUEST CX TO KEEP THE PRODUCT IN BRAND PACKAGING
ALT LANDMARK->
ALT MOB NO->


***RAJASTHAN PICKUP***

ISSUE-CX SAID HIS PRODUCT IS NOT PICKED UP YET//3 PICKUP ATTEMPTS FAILED//RAJASTHAN CASE
ACTION-MACRO SHARED (RAJASTHAN UT FORM)
COMM- ASK CX TO FILL UT FORM GIVEN IN MAIL AND SHARE ADHAAR ID IMAGE//TAT SHARE 72HRS AS GETTING DETAILS//CMN


***APUC CASE***

ISSUE-PRODUCT ALREADY PICKED UP BUT NOT UPDATED YET (APUC)
ACTION-RL FILLED// APUC MARKED//ASKED CX TO SHARE THE PICK UP PARTNER NAME AND PICK UP BOY NO
COMM-TAT SHARED 72 HOURS FOR UPDATE//ASK CX TO WAIT// CMN
PICK UP PARTNER NAME->
PICK UP BOY NUMBER->


***APUC (RAJASTHAN)***

ISSUE-PRODUCT ALREADY PICKED UP BUT NOT UPDATED YET (APUC RAJASTHAN CASE)
ACTION-DENIAL SHARED//STATUS- CLOSED
COMM-DENIAL SHARED//ASK CX TO COORDINATE WITH PICKUP BOY//CMN


ISSUE-PRODUCT ALREADY PICKED UP BUT NOT UPDATED YET (APUC)
ACTION-ASK CX TO SHARE THE PICK UP PARTNER NAME AND PICK UP BOY NO
COMM-CX UNABLE TO PROVIDE ASKED DETAILS//ASK CX TO CHECK THEN REACH US LATER//ASK TO COORDINATE WITH PICKUP BOY//CMN


***RETAIN PRODUCT***

ISSUE-CX WANT TO CANCEL THE PICK UP REQUEST
ACTION-RETURN REQ CLOSED // RL PANEL/)STAGE (NPR PICKUP NOT REQUIRED)
COMM- INFORMED CX THAT RETURN REQUEST IS CLOSED YOU CAN RETAIN & USE THE PRODUCT// CMN


***MULTIPLE SUBORDERS***

ISSUE-CX WANT TO KNOW ABOUT HIS PRODUCT PICKUP STATUS//CX'S PRODUCT ALREADY PICKUP WITH SUBORDER NO-
ACTION-INFO SHARED//RL FILLED//STATUS-PENDING//STAGE-MULTIPLE SUBORDERS
COMM-TAT SHARED 24-48HRS FOR UPDATE//CMN


***RPI DENIAL***

ISSUE-CX WANT TO KNOW HIS RETURN REQUEST STATUS
ACTION-INFO SHARED (RPI DENIAL )
COMM-DENIAL GIVEN AS PER RA REMARKS//CMN


*****SD CREDIT ******

ISSUE-CX WANT TO KNOW HIS REFUND STATUS
ACTION-INFO SHARED // INITIATE DATE -
COMM-ASKED CX TO CHECK ON HIS END REFUND IS ALREADY INITIATED ON SNAPDEAL CREDIT//CMN


***SD CREDITS REVERSAL CASE***

ISSUE-CX WANT TO TRANSFER HIS ORDER REFUND FROM RFV TO BANK ACCOUNT
ACTION-INFO SHARED//MACRO SHARED (ASKING NEFT DETAILS)
COMM-ASK CX TO SHARE BANK DETAILS AS CX NOT AGREED FOR THE RFV// CMN


ISSUE-CX WANT TO KNOW ABOUT HIS REFUND//SD CREDITS REVERSAL CASE//
REFUND DATE-
ACTION-MACRO SHARED (NEFT REFUND INITIATED)//EOD FILLED
COMM-REFUND INITIATED//TAT SHARED 8 WORKING DAYS FOR REFLECTION IN ACCOUNT//CMN

ISSUE-CX WANT TO KNOW ABOUT HIS REFUND STATUS//SD CREDITS REVERSAL CASE//REFUND DATE-
ACTION-INFO SHARED//EOD ALREADY FILLED
COMM-REFUND ALREADY INITIATED//TAT SHARED FOR REMAINING 8 WORKING DAYS FOR REFLECTION//CMN


***SD CREDITS TO OTHER PAYMENT MODE***

ISSUE-CX WANT TO CHANGE HIS REFUND MODE FROM SD CREDITS TO OTHER PAYMENT MODE
ACTION-SOFT DENIAL SHARED//INFO SHARED
COMM-SOFT DENIAL SHARED//WHEN CX NOT GET CONVINCED THEN ASK CX THAT YOU CAN COORDINATE WITH US REGARDING THIS AS YOU WILL GET REFUND IN SD CREDITS//CX AGREED//CMN

ISSUE-CX WANT TO KNOW HIS REFUND MODE//WANT TO CHANGE HIS REFUND MODE FROM SD CREDITS TO OTHER PAYMENT MODE
ACTION-INFO SHARED
COMM-INFO SHARED//SNAPDEAL CREDITS//WHEN CX NOT CONVINCED ASK HIM TO COORDINATE WITH US REGARDING THIS AS AMOUNT WILL GET CREDITED IN SD CREDITS//CX AGREED//CMN


***SD CREDITS ERROR***

ISSUE-CX UNABLE TO USE/SEE SD CREDITS OPTION ON PAYMENT OPTION WHILE PLACE A ORDER
ACTION- COMPLAINT RAISED
COMM-TAT SHARE 24-48HRS FOR UPDATE//CMN


***SD CREDITS GUIDE***

ISSUE-CX WANT TO KNOW HOW TO USE SD CREDITS AMOUNT WHILE PLACING ORDER
ACTION-INFO SHARED//GUIDE CX
COMM- GUIDE CX HOW TO USE SD CREDITS//CX AGREED//CMN

***RFV***

ISSUE-CX WANT TO KNOW ABOUT PRODUCT PAYMENT BREAKUP
ACTION-INFO SHARED
COMM-ASK CX THAT OUT OF TOTAL AMOUNT ₹ GOT DEDUCTED FROM RFV AND REST OF ₹ ,YOU HAVE PAY VIA COD//CX AGREED//CMN


ISSUE-CX TOLD I HAVE GOT REFUND IN RFV AGAINST PAST RETURN ITEM, WILL IT GET SETTLED IN THIS ORDER
ACTION-INFO SHARED
COMM-ASK CX THAT YOUR ORDER PAYMENT ALREADY DONE VIA RFV, YOU WILL NOT HAVE TO PAY ANY AMOUNT FURTHER//CX AGREED//CMN


***FMCG***

ISSUE-CX WANT TO RETURN THE PRODUCT//GOT OLD ITEM
ACTION-APLOGY DONE//MACRO SHARED(IMAGES REQUESTED)
COMM-ASK CX TO SHARE PRODUCT IMAGES TO VALIDATE HIS CONCERN//CMN


***(FALSE VALIDATED)***

ISSUE-CX WANT TO RETURN THE PRODUCT//GOT OLD ITEM
ACTION- IMAGES RECEIVED & VALIDATED
COMM-CX CONCERN FINDS FALSE AS VALIDATING IMAGES//SOFT DENIAL SHARED REGARDING RETURN REQUEST//CMN


***(PROFILE-GOOD & SELLING PRICE <400)***

ISSUE-CX WANT TO RETURN THE PRODUCT//GOT OLD ITEM//PROFILE GOOD & SELLING PRICE<400
ACTION-IMAGES RECEIVED & VALIDATED//SELECT STAGE-RPI REQUIRED (INCOMPLETE DETAILS)//MOVED CASE IN QUEUE ( NQA FALSE INVESTIGATION_CE)//STATUS-PENDING
COMM-TAT SHARED 24 FOR REGARDING PICKUP UPDATE//CMN


***(PROFILE-BAD & SELLING PRICE>400)***

ISSUE-CX WANT TO RETURN THE PRODUCT//GOT OLD ITEM//PROFILE BAD OR SELLING PRICE>400
ACTION-IMAGES RECEIVED & VALIDATED//MOVED CASE IN QUEUE (NQA FALSE INVESTIGATION_SCM)
COMM-TAT SHARED 24HRS FOR UPDATE//CMN


***ONE OR MORE ITEMS SHIPPED TOGETHER*** (PROFILE GOOD OR SELLING PRICE <1000)

#CX GOT ONLY 1 ITEM AS HE ORDERED
ACTION- APOLOGY DONE//STAGE-CRT INVESTIGATION DONE
COMM-INFO SHARED//REFUND IS INITIATED//TAT SHARED 24HRS FOR REFUND INITIATION //CMN


***ONE OR MORE ITEMS SHIPPED TOGETHER*** (PROFILE BAD OR SELLING PRICE >1000)

#CX GOT ONLY 1 ITEM AS HE ORDERED
ACTION-APLOGY DONE//REQ RAISED//STAGE-CRT INVESTIGATION SCM//MOVED CASE IN QUEUE (CRT INVESTIGATION SCM)
COMM-TAT SHARED 48HRS FOR UPDATE REGARDING RETURN REQUEST//CMN


***COMPLETE ITEM MISSING***(PROFILE-GOOD OR SELLING PRICE<400)

#CX GOT EMPTY PARCEL
ACTION- APOLOGY DONE//STAGE-CRT INVESTIGATION DONE
COMM-INFO SHARED//TAT SHARED 24HRS FOR REFUND INITIATION//CMN


(PROFILE-BAD OR SELLING PRICE<400)

ISSUE- #CX GOT EMPTY PARCEL
ACTION-APLOGY DONE//STAGE-CRT INVESTIGATION SCM
COMM-TAT SHARED 72HRS FOR UPDATE//CMN


(PROFILE-GOOD OR SELLING PRICE B/W 400-1000)
NEED TO ASK REFUND MODE

#CX GOT EMPTY PARCEL
ACTION-MACRO SHARED (EMPTY PARCEL DIGITAL FORM)
COMM-ASK CX TO FILL & SUBMIT DIGITAL FORM AND SHARE THE PHOTOS OF SNAPDEAL INNER &OUTER PACKAGING INVOICE WITH ID PROOF//TAT SHARED 72 HRS AS GETTING ASKED DETAILS//CMN


(PROFILE-BAD OR SELLING PRICE B/W 400-1000)
NEED TO RFV AS REFUND MODE

ISSUE-CX GOT EMPTY PARCEL
ACTION-MACRO SHARED (EMPTY PARCEL DIGITAL FORM)
COMM-ASK CX TO FILL & SUBMIT DIGITAL FORM AND SHARE THE PHOTOS OF SNAPDEAL INNER &OUTER PACKAGING INVOICE WITH ID PROOF//TAT SHARED 72 HRS AS GETTING ASKED DETAILS//CMN


***COMPLETE ITEM MISSING***(PROFILE-GOOD OR SELLING PRICE<400)

#CX GOT EMPTY PARCEL
ACTION- APOLOGY DONE//STAGE-CRT INVESTIGATION DONE
COMM-INFO SHARED//TAT SHARED 24HRS FOR REFUND INITIATION//CMN


(PROFILE-BAD OR SELLING PRICE<400)

#CX GOT EMPTY PARCEL
ACTION-APLOGY DONE//STAGE-CRT INVESTIGATION SCM
COMM-TAT SHARED 72HRS FOR UPDATE//CMN


(PROFILE-GOOD OR SELLING PRICE B/W 400-1000)
NEED TO ASK REFUND MODE

#CX GOT EMPTY PARCEL
ACTION-MACRO SHARED (EMPTY PARCEL DIGITAL FORM)
COMM-ASK CX TO FILL & SUBMIT DIGITAL FORM AND SHARE THE PHOTOS OF SNAPDEAL INNER &OUTER PACKAGING INVOICE WITH ID PROOF//TAT SHARED 72 HRS AS GETTING ASKED DETAILS//CMN


(PROFILE-BAD OR SELLING PRICE B/W 400-1000)
NEED TO RFV AS REFUND MODE

ISSUE-CX GOT EMPTY PARCEL
ACTION-MACRO SHARED (EMPTY PARCEL DIGITAL FORM)
COMM-ASK CX TO FILL & SUBMIT DIGITAL FORM AND SHARE THE PHOTOS OF SNAPDEAL INNER &OUTER PACKAGING INVOICE WITH ID PROOF//TAT SHARED 72 HRS AS GETTING ASKED DETAILS//CMN


(PROFILE-GOOD OR SELLING PRICE>1000)
NEED TO ASK CX REFUND MODE

#CX GOT EMPTY PARCEL
ACTION-MACRO SHARED (EMPTY PARCEL UPDATED FORM)
COMM-ASK CX TO FILL & SUBMIT UT FORM AND SHARE THE IMAGES OF SNAPDEAL INNER &OUTER PACKAGING INVOICE WITH ID PROOF//TAT SHARED 72 HRS AS GETTING ASKED DETAILS//CMN


(PROFILE-BAD OR SELLING PRICE>1000)
NEED TO RFV AS REFUND MODE

#CX GOT EMPTY PARCEL
ACTION-MACRO SHARED (EMPTY PARCEL UPDATED FORM)
COMM-ASK CX TO FILL & SUBMIT UT FORM AND SHARE THE IMAGES OF SNAPDEAL INNER &OUTER PACKAGING INVOICE WITH ID PROOF//TAT SHARED 72 HRS AS GETTING ASKED DETAILS//CMN


***REFUND TO REPLACEMENT***

ISSUE-CX WANT TO GET REFUND INSTEAD OF REPLACEMENT
ACTION-SOFT DENIAL SHARED
INFO-SOFT DENIAL SHARED// ASK CX AS RETURN COMPLAINT IS ALREADY RAISED WE UNABLE TO CHANGE IT//CMN


***CX WANT TO KNOW HIS REFUND MODE**"

ISSUE-CX WANT TO KNOW HIS REFUND MODE//WHEN I WILL GET MY REFUND
ACTION-INFO SHARED
COMM-INFO SHARED//RFV//BANK REFUND//UPI//ASK CX AS PRODUCT'S PICKUP IS DONE AND AS WE GET PICKUP CONFIRMATION,THEN REFUND WILL BE INITIATED INSTANTLY//CMN


****WHEN I WILL GET MY REFUND***

ISSUE-CX WANT TO KNOW WHEN I WILL GET REFUND
ACTION-INFO SHARED
COMM--ASK CX AS PRODUCT'S PICKUP IS DONE AND AS WE GET PICKUP CONFIRMATION,THEN REFUND WILL BE INITIATED INSTANTLY///CMN


***CCA***

ISSUE-CX WANT TO KNOW HIS REFUND STATUS
ACTION-INFO SHARED (CCA MARKED)
COMM-TAT SHARED 24 HOURS FOR UPDATE//CMN


***PUC***

ISSUE- CX WANT TO KNOW HIS REFUND STATUS
ACTION-INFO SHARED (PUC MARKED BUT NOT CCA)
COMM-TAT SHARED 24 HOURS FOR UPDATE//CMN


***NEFT WENT ON HOLD ***

ISSUE-CX WANT TO KNOW HIS REFUND STATUS
ACTION-INFO SHARED//NEFT WENT ON HOLD //CCA MARKED
COMM-TAT SHARED 5 DAYS FOR UPDATE//ASK CX TO WAIT //CMN


ISSUE-CX WANT TO KNOW ABOUT REFUND STATUS//CCA MARKED
ACTION-ASK CX'S PREFERRED REFUND MODE//MACRO SHARED(NEFT DETAILS)
COMM-ASK CX TO SHARE BANK DETAILS/UPI ID VIA MAIL//CX AGREED//CMN


ISSUE-CX WANT TO KNOW ABOUT THE REFUND
ACTION-MACRO SHARED (ASK FOR NEFT DETAILS )
COMM-SHARED THAT DUE TO NEFT DETAILS NOT PRESENT, REFUND PENDING//ASK CX TO SHARE THE BANK DETAILS//CMN



***EOD***(COD TO BANK)

ISSUE-CX WANT TO KNOW HIS REFUND //CCA MARKED
ACTION-INFO SHARED//EOD FILLED//MACRO SHARED (NEFT INITIATED)
COMM-TAT SHARED OF 6 DAYS FOR REFLECTION//CMN


(COD TO SD CREDITS)

ISSUE-CX WANT TO KNOW HIS REFUND//CCA MARKED
ACTION-INFO SHARED//EOD FILLED//MACRO SHARED (NEFT INITIATED)
COMM-TAT SHARED OF 24-48HRS FOR REFLECTION//CMN



***REFER SERVICE CENTRE***

ISSUE- CX WANT TO RETURN THE PRODUCT // RECEIVED THE DEFECTIVE PRODUCT // ISSUE-
ACTION- INFO SHARED // MACRO SHARED
COMM- REFER CX TO SERVICE CENTRE AS THE ORDER IS ON BRAND WARRANTY// CX AGREED// CMN

ISSUE- CX WANT TO RETURN THE PRODUCT// RECEIVED THE DEFECTIVE PRODUCT // ISSUE-
ACTION-INFO SHARED// TRANSFER CALL TO SENIOR AS THE BRAND IS NOT.AVAILABLE ON BRAND LIST
COMM-ASKED CX TO CO-ORDINATE WITH THE SENIOR REGARDING THE COMPLAINT// CMN
***CALL TRANSFERRED TO ED DESK/SENIOR DESK***


***INVOICE***

ISSUE: INVOICE RELATED ISSUE
ACTION: EMAIL ID CONFIRMED//MAIL SHARED
COMM: INFO SHARED//CX AGREED// CMN


ISSUE-INVOICE RELATED ISSUE//CX WANT TO GET INVOICE
ACTION-ASKED CX TO SHARE THE EMAIL ID//REQUEST TAKEN
COMM-INFO SHARED//TAT SHARED 24 HOURS FOR UPDATE// CMN
#CX MAIL ID-


***PRODUCT INFO***

ISSUE-CX WANTS TO KNOW ABOUT THE PRODUCT
ACTION-INFO SHARED
COMM-INFO SHARED REGARDING THIS AS MENTIONED ON PDP//CX AGREED// CMN


***FRAUD CALL***

ISSUE-CUSTOMER REPORTED REFUND FRAUD BY APP DOWNLOAD
ACTION-FEEDBACK TAKEN
COMM-INFO SHARED TO CX AND ASK NOT TO SHARE ANY CONFIDENTIAL DETAILS//CX AGREED//CMN


*****ED CASES *****

ISSUE-CX WANT TO KNOW THE COMPLAINT STATUS
ACTION-INFO SHARED AS PER THE ESCALATION TEAM REMARKS
COMM-INFO SHARED //APOLOGY DONE// TAT SHARED AS PER ESCALATION TEAM


***SELL ON SNAPDEAL***

ISSUE-CX WANT TO SELL HIS OWN PRODUCT ON SNAPDEAL
ACTION-INFO SHARED
COMM-ASK CX TO VISIT AT SELLERS.SNAPDEAL.COM/SELL ON SNAPDEAL//GSTIN & PAN CARD MANDATORY TO LIST PRODUCT//CMN


***OUT OF STOCK***

ISSUE-CX WANT TO BUY PRODUCT
ACTION-INFO SHARED
COMM-ASK TO CX CURRENTLY THIS ITEM IS OUT OF STOCK//STAY TUNED AND KEEP CHECKING AS YOU SEE PRODUCT IN STOCK,YOU CAN PLACE ORDER//CX AGREED//CMN


***BUY A PRODUCT***

ISSUE-CX WANT TO BUY PRODUCT
COMM-SALES SMS SHARED//URL SHARED
ACTION-INFO SHARED THAT PRODUCT LINK SHARED VIA SMS//CX AGREED//CMN


***ACCOUNT DELETATION DTSS***

ISSUE-CX WANT TO DELETE/DEACTIVATE HIS SNAPDEAL ACCOUNT
ACTION-ASK TO SHARE REASON///TRY TO RETAIN CX//DIRECTED TO SELF SERVE
COMM-CX NOT AGREED TO RETAIN//GUIDE CX TO HOW TO DEACTIVATE HIS ACCOUNT//CX AGREED//CMN


****SENIOR CALL TRANSFER****
ISSUE-CX WANT TO DELETE/DEACTIVATE HIS SNAPDEAL ACCOUNT//DTSS FOLLOWED//CX FACING ERROR
ACTION- DTSS FOLLOWED//CALL TRANSFERRED TO ED DESK//MARKED CASE ORIGIN-ED DESK//STATUS-PENDING WITH SNAPDEAL
COMM-GUIDE CX BUT UNABLE TO DEACTIVATE ACCOUNT FROM HIS SIDE//CMN


***DIRECT TO SELF SERVE(PRE-DELIVERY)***

ISSUE-CX CAME WITH UNREGISTERED NUMBER AND WANTS TO KNOW THE DETAILS OF ANOTHER ACCOUNT
ACTION-NA
COMM-ASK CX TO RAISE CALL ME NOW REQ FROM THAT REGISTERED MOB NO, YOU WANT TO GET DETAILS//CX AGREED//CMN


***COUPON WITH ITEM***

ISSUE-CX SAID HE GET A COUPON ALONG WITH PRODUCT
ACTION-INFO SHARED
COMM- ASK CX TO CONTACT ON MOB NO. MENTIONED ON THAT/CX AGREED//CMN


***EXTRA AMOUNT CHARGED**"(ONLINE)

ISSUE-CX GET CHARGED EXTRA AMOUNT BY COURIER BOY//CHARGED ₹ AS PAYABLE AMOUNT WAS ₹
ACTION-APOLOGY DONE//MACRO SHARED (EXTRA AMOUNT CHARGED)
COMM-ASK CX TO SHARE SNAPSHOT OF THE PAYMENT DONE//TAT SHARED 24-48 HRS AS GETTING SNAPSHOT//CMN

(OFFLINE)

ISSUE-CX GET CHARGED EXTRA AMOUNT BY COURIER BOY//CHARGED ₹ AS PAYABLE AMOUNT WAS ₹
ACTION-APOLOGY DONE//FEEDBACK TAKEN
COMM-ASK CX THAT YOUR FEEDBACK IS TAKEN,YOU WILL NOT HAVE TO FACE SAME KIND OF INCIDENT FURTHER/ASK TO COORDINATE WITH COURIER BOY//ASSURANCE GIVEN//CMN


***COURIER BOY MISBEHAVED***

ISSUE-CX SAID COURIER BOY USED VERY STRONG LANGUAGE/MISBEHAVED WITH ME
ACTION-FEEDBACK TAKEN
COMM-APOLOGY DONE//ASK CX THAT YOUR FEEDBACK IS TAKEN,YOU WILL NOT HAVE TO FACE SAME KIND OF INCIDENT FURTHER//ASSURANCE GIVEN//CMN


***DELIVERED BUT SHOWING OFD***

ISSUE-CX SAID I ALREADY GOT THE PRODUCT BUT STATUS STILL SHOWING OFD
ACTION-INFO SHARED
COMM-ASK CX TO WAIT TILL 24HRS//WITHIN 24HRS THE STATUS WILL BE MARKED DELIVERED//CX AGREED//CMN


***UNABLE TO FILL CASE ID AND DISPOSITION, DUE TO OZONOTEL GLITCH***

***UNABLE TO FILL CASE ID IN DISPOSITION, CX DROPPED CALL BEFORE CASE CREATED***

***ACCURATE DISPOSITION NOT VISIBLE, SO GENERAL QUERY SELECTED***

***INCOMPLETEQUERY_CALLDROP NOT VISIBLE, SO CALL DROP SELECTED***

***SENIOR CALL TRANSFER DONE***


Update Link sheet:
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=1012564698

Ozonetel Link:
https://in-ccaas.ozonetel.com/toolbar_widget/index.html#login

ED senior call back sheet:
https://docs.google.com/spreadsheets/d/17K51xY0UE5afhZa0xns0rF8HMQDpEFjxvYFcwx440Ss/edit#gid=0

Brand list sheet:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=997653441

SF link
https://snapdealcx.my.site.com/apex/SnapdealSearch?sfdc.tabName=01r2j000000CicA

Tat sheet LINK
https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit?gid=1154470807#gid=1154470807

https://agent.cloudagent.ozonetel.com/login

Agent id-50447
SIP-100543

IASPL18804
pass@1234

[email protected]
pass@1234