Notes

***shaista****

***SHORT CALLS****

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

Issue: Voice issue
action: na
comm: System issue //call back not done //cmn

Issue: incomplete query
action: Call back done
comm: cx drop the call// Call back done cx not answer the call

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

**call back later **
issue: cx says call back later
Action: na
comm: cx drop 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

**** languagebarrier **********
Issue: language barrier
action- call transfer language preference
COMM- cmn

***misbehave ***
issue- courier boy misbehaved with cx
action- info shard//
comm- apology done // feedback taken // cx agreed // cmn


**** dusre no call kre cx ****
issue-The customer called from another number:
action- The customer was asked to call from his registered number.
comm-apology done // cmn

***cx puche ki order cancel h ya nhi ****
Issue: cx wants to cancel the order//
Action: info shard //
comm: shared order cancelled// cx agreed // cmn

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

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

Pending For Verification (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
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


*****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

*****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-



*****ODA*****
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***** (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-

*****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//
COMM: 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 initiation update // 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: 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: 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


*****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}
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}
Action: Info shared
comm: apology done// Denial given as the order is delivered after the OTP verification/// cmn

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: tat shared 24-48 hours for update (OTP verification delivery )
comm: apology done//shared the complaint status// ask cx to wait //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
*****PDWP (RFV+COD)

Profile good

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // Status marked Pending
Comm- Apology done // TAT shared 48 hrs for refund // cmn


Profile not good
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // Status marked Pending // Stages marked CX dispute accepted
Comm- Apology done // TAT shared 24 hrs for update // cmn


*****Refund*****
Cancellation in Progress:

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

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

*****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

RPU not initiated on the same time
#
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

RPU initiated on the same time

#
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

*****Manual Case*****
Issue: cx wants to return the product(manual case)
Action: Info shared
comm: 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

******Rajasthan cx******
Issue: Product already picked up but not updated(APUC case)
Action: info shared
COMM: apology done//Rajasthan cx //soft denial given//ask cx coordinate with courier boy // cmn
******
Issue: cx wants to know about the product
Action: info shared// cx said her want to same product // feedback taken
COMM: info shared regarding product // cx agreed// 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
******(multiple suborder)*****
Issue: product already picked up but not updated(multiple suborder)
Action: suborder filled in RL//
comm: tat shared 48 hours for update//
suborder picked up-

*****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

*****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-

*****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*****
Profile not good or order price is more than 1200
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 1200
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
Issue: cx got the empty parcel(Selling price is less than 400rs.)
Action: info shared// Stages marked CRT investigation done
comm: apology done//tat shared 72 hrs for refund initiation//TAT shared (6 days/24 hrs/7 working days/7-10 working days /5-7 working days ) for reflection // assurance given // cmn cmn

Profile - Not Good
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//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 1000rs)
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

****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

***ager cx bole ki mera payment kisme aaygi***
Issue - Cx want to know his refund status
Action - Info shared regarding payment mode
COMM- cmn

**Snapdeal credit **
Issue - Cx want to know his refund status
Action - Info shared // tat shard 24-48 hrs. for update
COMM- apology done // cx said Snapdeal credit option not showing // Snapdeal credit related // cmn

***PAYMENT MODE CHANGE ****
issue- cx want to know about the payment mode
action- info shard// cx want to change the payment mode//
COMM- apology done// soft denial given // 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

*****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



****UPI ****
Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund ),7 working days (UPI),
comm: apology done//ask cx to wait//cx agree// cmn

***UT FOAM ***
Issue: cx wants to know the complaint status(return case)
action -info shard // ask shard to shard UT foam // ,macro shard //
comm- apology done // 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

*****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

*****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*****
Issue: cx wants to return the product // Issue-
Action: info shared// denial given
comm: apology done//Denial given as per cx concern// cmn


Issue: 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

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

*** tagging banegi product info me **
Issue: cx wants to know about the loan
Action: info shared guide cx to info www.nero,money
comm: info shared regarding loan // cx agreed// cmn

***empty pracel pr denial***

issue- Empty parcel Deny Refund
ACTION- info shrd//
comm- apology done // denial given as pr RA REMARKS // cmn

***cordinate with bank ***

issue-cx wants to know about refund
action-info shared//refund initiated-19/7/2024 7:26 pm
comm-apology done // ask cx to coordinate with bank //UTR no shard // cmn

*****ager cx rakhta h product ***
Issue: cx received the same product but size is too small
Action: info shared// cx keep the product
comm: apology done // feedback taken // cx agreed// cmn

issue- cx want to know if thee is availability of drone in Snapdeal
action- told cx to check on Snapdeal app
com- told cx to check from his end //cmn


***coupon related ***
issue - cx want to know about the coupon
action- info shard // how to use coupon
COMM- info shred regarding coupon // cmn

Issue: cx wants to know about the cod delivery
action- info shard // cx said cod option not available
COMM- apology done // info shard regarding cod delivery // cx want to cod delivery // cmn