Notes

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

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: call transfer
comm: cx call transfer prefer Language

*********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

(Outside TAT)
Issue: order not verify//pending for verification
Action: info shared
comm: apology done//tat shared 24-48 hours for update //cmn

Within SLA Before Dispatch
Issue: cx want to know about the order status
Action: info shared to cx regarding order status
comm:Shared promised dispatch dates and promised delivery date last one //once order will be shipped, you will get the tracking details// cmn

Within SLA After Dispatch

Issue: cx want to know about the order status
Action: Info shared regarding order status // AWB SMS shared
comm: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

*****Specific Delivery Request*****

Issue: Specific Delivery Request
Action: specific date mentioned// Info shared
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

Specific Delivery Request
Issue: Specific Delivery Request
Action: specific date mentioned// Info shared
Comm: shared promised date and shared promised delivered date last one//

Item Stuck at one location

Issue: Order stuck at one location
Action: complaint raised//Info shared regarding order status
comm: apology done//tat shared 24-48 hours for update//shared the promised delivery date last one //Courier partner name shared on call //cmn

Outside SLA Before Dispatch (Delay in Dispatch)

Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//tat shared 24-48 hours for update//shared order delivery details //cmn

Outside SLA After Dispatch (Delay in Delivery)
Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//shared the order delivery details // asked cx to wait for the order delivery// will try to deliver the cx order asap// cmn

Outside SLA (Delay in both Dispatch and Delivery)
Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//ask cx to wait for the delivery of the order //cmn

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

First Time OFD
Issue: cx want to know about the delivery of the product//Status- OFD
Action: info shared
communication: ask cx to wait till 9 PM//did'nt showing courier boy number// Courier partner name shared //cx agreed// cmn

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

UD (Unable to fill the FNDR)

Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Marked case origin critical escalation
comm: apology done// unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile number -
Alternate Landmark-

Out for delivery area
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
communication: apology done// TAT shared 24-48 hrs update // Courier partner name shared // CMN

OFD After UD
Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//address verified// AWB number SMS shared//Marked case origin critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///cmn

OFD After UD
Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//address verified//Marked case origin critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared//cx agreed///cmn

RTO
Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared
comm: shared the UD reason with cx//apology done//ask cx to place a new order// cmn

RTO (Prapaid case)
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

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: 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

Cancellation (prepaid case)
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: 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

Product deliver wrong place
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: Info shared
comm: apology done// tat shared 24 hrs for update//cx shared OTP