Notes

(notes Divya bisht )
SHORT CALLS
Issue: no query
action: na
comm: Cx has no query regarding Snapdeal

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

cx- called from unregistered number
action -na
comm- ask call from //cmnregistered number

VERIFICATION

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

OUTSIDE SLA

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

WITH IN 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

WITH IN SLA AFTER SLA

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

RPU NOT INITIATED
#
Action Taken-return req raised//Info shared//apology done//tat shared 24 hrs for update regarding the reverse pick up
comm-rpi not initiated//also guide to pack the parcel in original packing// cmn

RPU INITIATED
#
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

OUTSIDE SLA ( DELAY IN DELIVERY )

Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//Marked case origin critical escalation
comm: 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 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 (DELAY IN DISPATCH ) and OUTSIDE SLA ( DELAY IN 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

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
FIRST TIME OUT FOR DELIVERY

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

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