Notes

**************Kajal saini***************


***SHORT CALLS****

Issue: not connected
action -na
comm-na

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

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

Issue: incomplete query
action: na
comm: while sharing info cx drop the call

Issue: no ringing
Action: na
comm: no response from cx side// after giving 3 warnings, call drop from my end//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

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

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

****Within SLA Before Dispatch*****

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

*****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

***********late beyond************

Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//asap //info shared
comm: apology done//shared the pdd, dispatch details shared//try to will asap delivery //ask to wait//cmn

Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr//ask to wait//cmn

*****First Time OFD*****

Issue: cx want to know about the delivery of the product//Status- OFD
Action: info share // AWB number sms sent
communication: ask cx to wait till 9 PM // 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-

**********out of 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

***********UD error**************

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 update // 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//delivery 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 //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

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 update // cmn

*****Cancellation*****

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product// money issue// due to late delivery// due to bad experience with previous product
Action: request taken
comm: shared order cancelled//cmn

Issue: cx wants to cancel the order//high price//cx not available//placed order by mistake//do not need the product
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update// cmn

Issue: cx wants to cancel the order //high price// cx not available// placed order by mistake// do not need the product//shipped state
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal//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
comm: shared address changed // cx agree // cmn

Issue: cx wants to change the delivery address//bill generated
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 number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//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 prepaid }
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 IN RVF and COD }
Action: complaint raised
comm: apology done//tat shared 48 hours for refund initiand (profile good)//status pending //cmn

Issue: Status shows delivered but I didn’t receive it {PDWP IN RVF and COD }
Action: complaint raised
comm: apology done//tat shared 24 hours for refund initiand (profile bad or not showing )//stage selected (customer disputed accepted)//status pending //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

***********CIP case************

Issue- cx want to know his refund status
Action- Info shared (CIP marked )
Comm- apology done //TAT shared 48 hours for update// ask cx to wait //cmn

Issue- cx want to know his refund status
Action- Info shared (CIP marked ) (Escalated to Tech team )
Comm- apology done //TAT shared 8 days for update// ask cx to wait //cmn

************Refund*************

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

Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days(credit card )
comm: apology done//ask cx to wait//cx agreed//cmn

Issue: cx want to know about the refund//refund initiated on--
Action: tat shared 7-10 working days( debit card)
comm: apology done//ask cx to wait//cx agreed//cmn

Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund ) ,6 days (bank offline refund ) ,02 hrs ( bank online) ,24 hrs(UPI Online),24 hrs (Wallet), 7-10 working days(credit card or debit card), 7 working days (UPI),
24 hrs (Snapcash) , 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: 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

*****Failed Transactions*****

Issue: payment deducted but order not confirmed
Action: Info shared
comm: apology done//tat shared 72 hours for auto reverse//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 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

*****Fresh Complaint*****

Issue: cx want to return the product //
Action: return req raised // tat shared 24 hrs for update
communication: apology done//rpi not initiated//also guide to pack the parcel in original packing//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

#
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

*********Manual Case********

Issue: cx wants to return the product(manual case)
Action: Info shared
comm: apology done // TAT shared 48 hrs for update regarding reverse pick up // 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// cmn
comm: apology done//shared the complaint status// tat shared 2-3 days for pickup//shared the courier partner name // also guide to pack the parcel in original packing// 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-
Pickup Date-

*******Pick up retain/cancellation*******

Issue- Cx want to cancel the pick up request
Action-RL panel // Return request closed // Asked cx to share the reason
Comm- Informed cx that return request is closed // cmn

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

Issue: shipped together case//got only 1 item
action: complaint raised //mail marked refund initiation
Comm: apology done // reflection tat shared 48 hours (profile GOOD) stage selected CRT investigation done//STATUS-closed //cx agreed // cmn

Issue: shipped together case//got only 1 item
action: complaint raised
Comm: apology done//tat shared 48 hours FOR update(profile bad or not showing profile) //stage selected CRT investigation SCM //STATUS-pending//cx agreed // cmn

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

Issue: cx got the empty parcel(Selling price is less than 399rs.)
Action: info shared// Stages marked CRT investigation done
comm: apology done//tat shared 72 hrs for refund initiation // good profile // cx agree // cmn

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 // bad profile // status-pending // 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
also Id Proof // Snapdeal Packaging // invoice


*****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

*****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

*****Item Defective (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 agree // 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- Apology done // asked cx to co-ordinate with the senior regarding the complaint// CMN

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

Issue- Cx want to know his refund status// CCA Marked
Action - Info shared // EOD filled // Macro shared
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 -

*********multiple suborder**********

Issue: product already picked up but not updated(multiple suborder)
Action: suborder filled in RL//
comm: tat shared 48 hours for update // status-open // state-multiple sub
suborder picked up-

******PRODUCT INFO********

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

*****CATP*****

Issue: cx wants to return the product as product is---(CATP)
Action: info shared
comm: apology done//shared product is non return-able// cmn

Issue: cx wants to return the product// cx got the same product as per PDP (CATP)
Action: info shared//
comm: apology done // 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

*********registered phone number********

issue -Call back from registered phone number
action -na
comm-apology done // cx want to know info regarding another account// cmn

issue - guided cx to raise call me now request from the registered mobile no //
action- ask to call same number// soft denial


Dear Rahul,

This is with reference to your concern regarding the order status of your item (Tecsox Ultrapod Pro On Ear TWS Pink).

We always want to serve our customers in the best possible manner. Hence a refund amount for Rs 429.00 has been sent to you in Snapdeal credit on Snapdeal App . The amount will be valid for 1 year from date of 28-05-2024 issue and can be used for your future purchases on Snapdeal.

If you require any further assistance, please reply to this email and we would be glad to assist you further.

Thank You,
Team Snapdeal


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

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