Notes

snapdeal -- Shweta
IASPL
Agent Id-50420
Phone Number- 100840
[email protected]
pass@1234
********LINKS**********
*What's New Link* https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280

****ozental*****
https://in-ccaas.ozonetel.com/
****Ozontel New Link***
https://agent.cloudagent.ozonetel.com/login
***SF***
https://snapdealcx.my.site.com/SnapdealSearch
****What's New Link****
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=380668280

Google Sheet Link -
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit?pli=1&gid=1590187003#gid=1590187003

***SHORT CALLS****

Issue: Voice issue
action: na
comm: System issue ||call back not done ||cmn

Issue: no query
action: na
comm: Cx has no query regarding Snapdeal

Issue: incomplete query
action: Call back done
comm: cx drop the call || Call back done cx not answer the call
(comm- cx call drop while sharing the inform )

Issue: na
Action: na
comm: cx drop the call || cmn

Issue: no ringing
Action: Call back
comm: no response from cx side|| after giving 3 warnings, call transfer from my end||Call back done cx not answer the call||cmn

Issue: language barrier
Action: Guide cx to raise the call back req
comm: ask cx to raise the call back req on his/her Language preference

Issue: language barrier
Action: Call transfer to the vernac advisors
comm: Inform cx that arranging call back on his preferred language

*********Pending for Verification ***********

Pending For Verification (Within TAT)

Issue: order not verify||pending for verification
Action: info shared
comm: apology done||tat shared 24 hours for call||cmn

Pending For Verification (Outside TAT)

Issue: order not verify||pending for verification
Action: info shared
comm: apology done||tat shared 24-48 hours for update ||cmn

CCA
Issue - Cx want to know his refund status
Action - Info shared // CCA marked // macro shared
Comm- ask to share bank details // cmn // cx agreed

*****CCA EOD*****

Issue- Cx want to know his refund status// CCA Marked
Action - Info shared // EOD filled // Macro shared - NEFT Refund Initiated
Comm- TAT shared of 6 days for reflection// cx agreed // cmn

*****NEFT went on hold *****
Issue- cx want to know his refund status
Action- Info shared // NEFT went on hold // CCA marked
Comm- apology done //TAT shared 5 days for update// ask cx to wait //cmn


*****Invoice*****
Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed// cmn


Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update// cmn
cx mail id -

***Pick up reschedule ***

Issue- Cx want to know his return request status
Action - RL filled || info shared
Comm - TAT shared 2-3 days for pick up reattempt || Courier partner name || Ask cx to pack the order on original brand packaging
Alt Mobile no -
Alt Landmark -

*****Pick up Cancellation *****

Issue - Cx want to cancel the return req // Reason -
Action - RL Filled
Comm- Info shared to cx that return req is closed

-cx wants to keep the order //No pickup required

*****First Time OFD*****
Issue: cx want to know about the delivery of the product||Status- OFD
Action: AWB number sms sent
comm- ask cx to wait till 9 PM//Courier boy number shared through sms || Courier partner name shared ||cx agreed || cmn

******OFD After UD******

Issue- Cx want to know his order status|| OFD after UD
Action - SMS shared - AWB number || Info shared
Comm- Ask cx to wait till 9 PM || Courier Partner name shared || Courier boy number shared through SMS || Critical Escalation-Marked

*****Fresh Complaint*****
reason-:
- i raised the complaint because the order is not showing delivered
- i raised the complaint because customer is not able to raise the return complaint
- i raised the complaint because customer is not using Snapdeal app
- i raised the complaint because product is non returnable

RPU initiated on the same time
#cx wants to know return the product
Action- info shared ||
comm-apology done || info shared ||cmn

Action Taken- apology done || shared the courier partner name ||RPI initiated ||tat shared 48 hours for pickup ||also guide to pack the parcel in original packing || cmn

RPU not initiated on the same time
Issue
Action Taken-return req raised ||Info shared ||apology done ||tat shared 24 hrs for update regarding the reverse pick up ||RPI not initiated ||also guide to pack the parcel in original packing || cmn

comm-apology done // cx agreed

*****Manual Case*****
Issue: cx wants to return the product(manual case)
Action: Info shared
comm: TAT shared 48 hrs for update regarding reverse pick up || CMN

******DTSS*******
Issue- Cx want to return the order || received the Different product
Action- Ask cx to raise the complaint
Comm- Apology done || Guide cx to raise the return request
*******Item Defective ******

#Cx want to return the order received the defective product // Issue -
Action - Macro shared
Comm- Refer cx to service centre

#Cx want to return the order received the defective product // Issue -
Action- Info shared // Transfer call to senior as the brand is not available on brand list
Comm- Apology done // asked cx to co-ordinate with the senior regarding the complaint// CMN

*****PRODUCT INFO*****
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality|| cx agreed || cmn

*********Within SLA*******
Before Dispatch :
Issue- Cx want to know the delivery details
Action- Info shared
Comm- Promised dispatch date and promised delivery date last one. shared

After Dispatch :
Issue- Cx want to know the delivery details
Action- Info shared || SMS shared - AWB number
Comm - Actual dispatch date shared || promised delivery date last one.|| Courier partner name || Live location of the order

***Outside SLA ****
Delay in Dispatch :
Issue - Cx order is delay in dispatch
Action - Complaint Raised
Comm- TAT shared 24-48 hrs for update || Delivery details shared

***Delay in Delivery****
Issue - Cx order is delay in delivery
Action - Complaint Raised || Critical Escalation - marked
Comm- TAT shared ASAP for the delivery of the order || Courier partner name shared

***Specific Delivery request **
Issue- Cx wants specific delivery request Date-
Action - Specific date mention || Req raised
Comm- Delivery details shared|| Ask cx to wait .

*****UD*****
Issue: cx want to know about the order status|| UD marked
Action: complaint raised || FNDR filled|| address verified|| Marked case origin critical escalation
comm- apology done|| rescheduled delivery|| tat shared 24 hours for delivery re-attempt|| Courier partner name shared|| cmn
Alternate Phone number-
Alternate Landmark-

*****ODA*****
Issue- cx want to know about the order status||UD marked||out of delivery area
Action- Complaint raised || Info shared || Marked case origin critical escalation
comm- apology done|| TAT shared 24-48 hrs update || Courier partner name shared || CMN


*****SD credit ******
Issue - Cx want to know his refund status
Action - Info shared || initiate date -
Comm- apology done || asked cx to check on his end refund is already initiated on Snapdeal credit || Benefits share||cmn
*****SD Reversal EOD*****
Issue- Cx want to know his refund status|| SD Reversal case
Action- Info shared ||Macro shared|| EOD filled
Comm- Apology done ||TAT shared of 8 working days for reflection ||cx agreed || cmn

*****SD Reversal case*****
Issue - cx want to transfer his order refund from refund voucher to bank account
Action- Info shared || Asked cx to shared the bank details|| Macro shared
Comm- Benefits share of the Snapdeal credit || cx not agreed for the refund voucher|| CMN

*****Out for pick up*****
Issue: cx wants to know the complaint status(return case)||out for pick up
Action: info shared||ask to wait till 6 PM
comm: apology done|| shared the courier partner name||also guide to pack the parcel in original packing|| cmn

*****APUC case*****
Issue: product already picked up but not updated(APUC case)
Action: RL filled|| APUC marked||asked cx to share the pick up boy name and pick up boy no
comm: apology done|| tat shared 72 hours for update||ask cx to wait || cmn
Pick up boy name-
Pick up boy number-

*****CCA Marked *****
Issue- cx want to know his refund status
Action- Info shared || CCA marked
Comm- TAT shared 24 hours for update|| apology done

***UPI***
Issue: cx want to know about the refund|| refund initiated on-
Action: tat shared 7 working days (UPI) for reflection
comm: apology done|| ask cx to wait|| cx agree|| cmn

Issue: cx want to know about the refund||refund initiated on-
Action: tat shared 5-7 working days (ONDC)
comm: apology done||ask cx to wait||cx agree// cmn

Issue: cx want to know about the refund||refund initiated on-
Action: tat share ,6 days (bank offline refund ) ,02 hrs (bank online) 7-10 working days(Bank to Bank ),
comm: apology done||ask cx to wait||cx agree||cmn


Issue: cx want to know about the refund||refund initiated on-
Action: tat shared 24 hrs (Wallet), 7-10 working days(credit card or debit card)
comm: apology done||ask cx to wait||cx agree|| cmn

******RTO*******
-COD
Issue - Cx want to know his order status || RTO marked
Action- Info shared
Comm- Shared info that order is return to seller and ask cx to place a new order
Prepaid -TAT shared 24-48 hrs for the refund initiation

Outside TAT:
Issue: cx want to know about the refund||refund initiated on-
Action: rrn sms sent||macro shared
comm UTR number shared ||ask cx to coordinate with bank also ||ask cx to share bank statement in pdf from ||tat shared 24-48 hrs for update after receiving the bank statement || cmn

Action- Info shared // Asked cx to shared the bank details// Macro shared

*****Complete Item Missing*****

Profile - Good
Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared || Stages marked CRT investigation done
comm: apology done || tat shared 72 hrs for refund initiation//TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days ) for reflection || assurance given || cmn cmn

Profile - Not Good
Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared || Stages marked CRT investigation SCM
Comm: apology done||tat shared 72 hrs for update || ask cx to wait||cmn

Issue: cx got the empty parcel(Selling price between 400rs and 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done ||ask cx to fill the Digital form and submit it from his end ||asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail ||tat shared 72 hrs for update after receiving the required details || cmn

Issue: cx got the empty parcel(Selling price is more than 100rs)
Action: macro shared (Empty parcel updated)
comm: apology done ||ask cx to share the undertaking form ||asked cx to share the photos of the invoice, Id proof and Snapdeal inner and outer packaging on the same mail ||tat shared 72 hrs for update after receiving the required details || cmn

*****Cancellation*****
Issue: cx wants to cancel the order || Reason-
Action: request taken
comm: shared order cancelled || cmn

Issue: cx wants to cancel the order || Reason-
Action: request 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: request taken
comm: shared cancellation in progress ||tat shared 24-48 hours for update regarding the cancellation || cmn

*****Why was my order cancelled*****

Issue: cx wants to know why order cancelled
Action: info shared
comm: apology done||shared the cancellation reason|| ask cx to place a new order||cmn

*****ADDRESS CHANGE*****
Issue: cx wants to change the delivery address||shipped state
Action: info shared||ask cx to place a new order
comm: shared can not change the address||also guide to co-ordinate with courier boy||cmn

Issue: cx wants to change the delivery address
Action: info shared|| asked cx to share the new address
comm: shared address changed||cmn
*****PDWP*****
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken
comm: apology done||shared the delivery status||ask cx to place a new order|| cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: complaint raised|| normal delivery
comm: apology done||shared the delivery status|| tat shared 7 days for update regarding POD ||cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: Info shared
comm: apology done|| Denial given as the order is delivered after the OTP verification|| cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (OTP verification delivery )
comm: apology done||shared the complaint status||ask cx to wait ||cmn


Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (Re-investigation)// POD denial marked
comm: apology done||shared the complaint status|| ask cx to wait //cmn


*****PDWP (RFV+COD)

Profile good

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared || Status marked Pending
Comm- Apology done || TAT shared 48 hrs for refund || cmn


Profile not good
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared||Status marked Pending || Stages marked CX dispute accepted
Comm- Apology done || TAT shared 24 hrs for update|| cmn


Issue: language barrier
Action: Guide cx to raise the call back req
comm: ask cx to raise the call back req on his|her Language preference

Issue: language barrier
Action: Call transfer to the vernac advisors
comm: Inform cx that arranging call back on his preferred language

*****One or more item is missing shipped together*****

Profile not good or order price is more than 1000
Issue: One or more item is missing shipped together case||got only 1 item
action: Complaint raised|| Info shared|| Stages marked CRT investigation SCM
Comm: apology done||rpi not initiated||tat shared 24-48 hrs for update regarding the return request //cmn

Profile good or order price is less than 1000
Issue: One or more item is missing shipped together case//got only 1 item
Action: Marked CRT investigation done || Macro shared
Comm: Info shared || Refund is initiated || TAT shared (6 days|24 hrs|7 working days|7-10 working days |5-7 working days )|| assurance given || cmn

*****Redirect to Self serve WPD*****
Issue- Cx want to retrun his order || Cx received the different product
Action- Asked cx to raise the return request from his end
Comm- Guide cx how he can raise the return request|| cmn


*****RPI Denial*****
Issue- cx want to know his return request status
Action- Info shared (RPI denial )
Comm- info shared || apology done || denial given as per RA remarks || cmn

*****CATP*****
#cx wants to return the product // Issue-
Action: info shared// denial given
comm: apology done//Denial given as per cx concern

#cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared
comm: info shared//denial given for return//CMN


*****FRAUD CALL*****
Issue: Customer reported refund fraud by app download
Action: Feedback taken
communication: information shared to cx and ask not to share any confidential details//cx agreed//cmn

*****Escalation 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