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


***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


***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 given 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//guide CX to raise call ne now request again 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-nfo 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
Action-complaint raised
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
Comm-Tat shared 24-48hrs for update//cmn


***Specific delivery request***

Issue-cx want his order delivered till 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


*****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


***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 as he call you regarding delivery//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
Alternate Mobile number -
Alternate Landmark-


***OFD After UD***

Issue-cx want to know about the order status //UD marked//order is OFD
Action-complaint raised//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// 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


(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 regarding POD //cmn


***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 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


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-ask to co-ordinate with courier boy and also guide for door step refusal//Tat shared 6 days for the refund initiation after refusing at door step//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)

Issue-cx want to know about the refund//Refund Date:
Action-info shared
comm-refund already initiated//Tat shared remaining 7 working days//ask cx to wait//cx agree//cmn


(COD TO UPI/BANK)

Issue-cx want to know about the refund//Refund Date:
Action-apology done//info shared
comm-refund already initiated//Tat shared remaining 6 days//ask cx to wait//cx agree//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//cx agree//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//cx agreed//cmn


Issue-cx want to know about the refund//Refund Date:
Action-req raised//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



Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised// Macro shared
comm: apology done//asked cx to share the bank statement in pdf from //tat shared 24-48 hrs for update after receiving the bank statement // cmn


Issue - Cx want to know his refund status
Action: req already raised//macro already shared// Status- Pending with Snapdeal and stages 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-aplogy done
comm-info shared//complaint highlighted//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 request from his side,cause of,that why return request raised by my side
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



(WPD)-OFD/RTO/UD

#cx got //product marked OFD/UD
Action-return req raised//macro shared (images requested)
Comm-Tat shared 24 hrs for update regarding return complaint status as getting images//RPU not initiated//also request cx to keep product in brand packaging//cmn


(OTHER SCENARIO)-UD/RTO

#cx got //product marked UD/RTO
Action-return req raised//macro shared (images requested)
Comm-Tat shared 24 hrs for update regarding return complaint status 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// 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

***Self serve OFD***

issue-cx want to return the product//Product status-OFD
Action-info shared//DTSS
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 complaint status(return case)//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


***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 alternate phone number
comm-shared the complaint status//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//CX agreed//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-aplogy done//ask cx to share the pick up partner name and pick up boy no
comm-Denial shared as 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 //ask cx to share the reason//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- info shared//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/providing NEFT link)
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//cx agreed//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//cx agreed//cmn


***SD Credits to Bank***

Issue-cx want to change his refund mode from SD Credits to his Bank
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


***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


***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)

Issue-cx got only 1 item as he ordered
Action- apology done//stage-CRT investigation done
Comm-info shared//refund is initiated//Tat shared 24hrs//6days(cod to upi)//7working days(UPI to upi)//7-10 working days//assurance given//cmn


***One or more items shipped together*** (PROFILE BAD OR SELLING PRICE >1000)

Issue-#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)

Issue-#cx got empty parcel
Action- apology done//stage-CRT investigation done
Comm-info shared//refund is initiated//Tat shared 24hrs//6days(cod to upi)//7working days(UPI to upi)//assurance given//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
.
issue-#cx got empty parcel
Action-aplogy done//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-apology done//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

Issue- #cx got empty parcel
Action-apology done//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

Issue- #cx got empty parcel
Action-apology done//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 picked up from you and as we get pickup confirmation,then team will update you within 24 hrs regarding refund//cx agreed//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 picked up from you and as we get pickup confirmation,then team will update you within 24 hrs regarding refund//cx agreed//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


***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


***PRODUCT INFO***

Issue-cx wants to know about the product (usage, contents,price,how much money to pay)
Action-info shared
comm-info shared regarding usage price, quality//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-soft denial shared
Comm-ask cx to raise call me now req from that registered mob no, you want to get details//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//assurance given//cmn




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



****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***