Notes

snapdeal -- Shweta
IASPL
Agent Id-50420
Phone Number- 100840

********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


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



*****Pending for Verification*****
Pending For Verification (If cx came on the same day of placing the order)
Within TAT :

Issue- Cx want to know his order status
Action - Info shared
Comm- TAT shared 24 hrs for call back regarding the order verification

Outside TAT :

Issue- Cx want to know his order status
Action- Complaint raised // Infor shared
Comm- TAT shared 24-48 hrs for update regarding the order status


*********Within SLA*******

Before Dispatch :

Issue- Cx want to know the delivery details
Action- Info shared
Comm- Promised dispatch date share both and promised delivery date last one.

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

***Specific Delivery request **


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


****Item Stuck at one Location ****

Issue- Order stuck at one location
Action- Complaint raised
Comm- TAT shared 24-48 hrs for updated // Courier partner name shared // Delivery details shared


***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
Comm- TAT shared ASAP for the delivery of the order // Courier partner name shared


****First time OFD ********

Issue- Cx want to know his order status
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


*****UD******
unable to fill the FNDR due error:

Issue- Cx want to know his order status (UD Marked)
Action- Complaint raised // FNDR Filled
Comm- Apology done //Ask cx to share the Alt mobile number , Alt Landmark and Confirm delivery address // TAT share 24 hrs for the delivery re-attempt // Courier partner name shared// Mark case origin - Critical Escalation.
Alt Mobile Number -
Alt Landmark-


*****ODA********

Issue- Cx want to know his order status (ODA Marked)
Action- Complaint raised // FNDR not Filled
Comm- TAT shared 24-48 hrs for update regarding order status//Mark case origin - Critical Escalation.


******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 //Mark case origin - Critical Escalation.

*****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


******RTO*******

Prepaid :

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 share place a new order // TAT shared 24-48 hrs for the refund initiation
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 share place a new order // TAT shared 24-48 hrs for the refund initiation
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 share place a new order


*******Cancellation *******

Issue- Cx want to cancel the order // Reason-
Action - Order cancelled
Comm- Info shared that order is cancelled.


Issue- Cx want to cancel the order // Reason-
Action - Cancellation req raised
Comm- Info shared that cancellation req raised // TAT shared 24-48 hrs for the cancellation of the order


Issue- Cx want to cancel the order // Reason-
Action - Info shared
Comm- Asked cx to refuse the delivery of the order on the door step // TAT shared 6 days for refund initiation after refusing on door step


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

Issue- Cx want to know why was order cancelled
Action- Info shared
Comm- Shared the cancellation reason to cx // ask cx to place a new order // TAT shared 24-48 hours of refund initiation

*****PDWP*****

Prepaid:

Issue- Cx order is delivered to wrong place
Action - Comp raised // Ask cx to share the mail id
Comm- TAT share of 7 days for update regarding the complaint via mail // ask cx to wait
Email Id-

RFV + COD

Profile - Good
Issue- Cx order is delivered to wrong place
Action - Complaint raised// Cx profile - Good
Comm - TAT shared 48 hrs for refund initiation // Ask cx to wait

Profile - Not visible
Issue - Cx order is delivered to wrong place
Action - Complaint raised// Cx profile - Not visible// Stages - Cx dispute accepeted
Comm - TAT shared 24 hrs for Update // Ask cx to wait

Outside TAT:
Issue: cx want to know about the refund//refund initiated on-
Action: req raised//rrn sms sent//macro shared
communication: 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

Issue - Cx want to know his refund status//refund initiated on-
Action: req alreday 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

****Address Change ****

Issue- Cx want to change the delivery address
Action - Asked cx to share the new address
Comm- Info shared to cx that address is changed from our end


Issue- Cx want to change the delivery address
Action - Info shared
Comm- Denial given ad shared info to cx hat unable to change the delivery address as per current status


****Failed Transaction *****

If Cx came on same day

Issue - Cx want to know the payment status // Payment - Failed
Action - Info shared
Comm- TAT shared 72 hrs for auto reverse // ask cx to wait

If Cx does not came on same day

Issue - Cx want to know the payment status // Payment - Failed
Action - Info shared // Comp Raised // Macro shared - Bank Statement required
Comm- ask cx to shared the bank statement over the mail // TAT shared 24-48 hrs for update after receiving the bank statement

******Fresh return Request ***************
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

#
Action Taken - TAT shared 24 hrs for update regarding reverse pick up // RPU not initiated
#
Action Taken - TAT shared 48 hrs for pick up // RPU initiated // Courier partner name // Ask cx to pack the order on original brand packaging


*****Manual*****
Issue - Manual Assign
Action - Info shared
Comm - TAT shared 48 hrs for update regarding reverse pick up // Ask cx to wait


***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 -

***APUC***

Order Pick up on same day

Issue- Cx want to know his return request status
Action - RL filled // info shared
Comm- TAT shared 24 hrs for update// Ask cx to wait

Order does not Pick up on same day

Issue- Cx want to know his return request status
Action - RL filled // info shared
Comm- TAT shared 72 hrs for update// Ask cx to wait
Pick boy number -
Pick up boy name -

*****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


*****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


******Complete Item missing *****

Profile - Good ( Email Id registered )

#Cx received the complete item missing // Issue- (Selling price is less than 400 INR)
Action - Comp Raised // Stages - CRT Investigation Done
Comm - Apology done// TAT shared 48 hrs for refund initiation // ask cx to wait

Profile - Good (Email Id not registered )

#Cx received the complete item missing // Issue- (Selling price is less than 400 INR)
Action - Comp Raised // Stages - CRT Investigation Done // Macro shared - Asking for NEFT Details
Comm - Apology done// ask cx to share the details over mail .

Profile - Not visible

#Cx received the complete item missing // Issue- (Selling price is less than 400 INR)
Action - Info shared // Case move to CRT Investigation SCM
Comm - TAT shared 72 hrs for update // Apology done


#Cx received the complete item missing // Issue- (Selling price is between 400 INR to 1000 INR)
Action- Macro shared - Empty Parcel digital form
Comm- Apology done // Ask cx to fill and submit the google form // TAT shared 72 hrs after submitting the google form.


#Cx received the complete item missing // Issue- (Selling price is above 1000 INR)
Action- Macro shared - Empty Parcel Updated
Comm- Apology done // Ask cx to share the UT form with Invoice and Id proof // TAT shared 72 hrs after receiving the details.

*****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


******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


*****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


*****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 shared //cmn


*****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

*****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


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

*****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 -


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