Notes

ONDC Templates
1. Query Not Clear – Non Connect
Hi Team,
We have tried to connect with the customer multiple times but the customer is not responding.
Please let us know the further action to be taken from our side.
Regards,
Snap deal ONDC Helpdesk

2. PDWP – Non Connect

Hi Team,

We have tried to connect with the customer but the customer is not responding.

We will try again since we need to speak with the customer to understand whether the customer shares any OTP to the courier partner or if he has confirmation from his family/Neighbors regarding this delivery.

We will also validate this issue from the courier partner end and will provide the resolution to the customer once the customer is connected.

Regards,
Snap deal ONDC Helpdesk

3. PDWP – Connect

We have checked our records and would like to inform you that the item has already been delivered by our courier on Date - Time.

Since we value our customer so based on the issue, we are investigating the case thoroughly with our courier partner. We request your understanding and patience in this regard as we are working to resolve the issue.

Rest assured this is a very rare instance and we will provide the resolution to the customer within 7-10 days.

Regards,
Snap deal ONDC Helpdesk


4. Issue In Delivered Item – Return Related

Hi Team,

We have scheduled the return request, and our courier partner will pick up the product within the next 2-3 days.

We would like to confirm that once the product picked up, the refund/replacement will be initiated and the customer will receive a notification confirming the same.

Regards,
Snap deal ONDC Helpdesk



5. Delay In Delivery

We understand the importance of timely delivery and we are working on this issue and will get it resolved at the earliest. I apologize that the order is still not delivered.

We are prioritizing this issue and will try to get this resolved in the next 48 hours. The same will be conveyed to the customer as well.

Regards,
Snap deal ONDC Helpdesk



6. Refunded But Not Received

Hi Team,

As checked, the refund has already been initiated from our side on “date” into the original mode of payment.

Please check at your end and convey the same to the customer since the payment mode is ONDC.

Regards,
Snap deal ONDC Helpdesk



7. Order Cancellation Required

As requested, the order will be cancelled. The refund will be initiated after successful cancellation.

It will be credited within 5-7 business days.

Regards,
Snap deal ONDC Helpdesk


8. Order Details Not Found

Hi Team,

Please check if this order belongs to Snap deal as we're unable to find the SD order number from the below details.

Regards,
Snap deal ONDC Helpdesk



9. Cancelled – Already Refunded

Hi Team,

As checked, the item has been cancelled and refunded from our side on “Date” into the original mode of payment.

Please check at your end and convey the same to the customer since the payment mode is ONDC.

Regards,
Snap deal ONDC Helpdesk



10. Picked Up – Already Refunded

Hi Team,

As checked, the item has been picked up and refunded from our side on “Date” into the original mode of payment.

Please check at your end and convey the same to the customer since the payment mode is ONDC.

Regards,
Snap deal ONDC Helpdesk


11. Customer Return Retain

Dear Team,

We have validated this with the customer and he wants to retain the product. The customer confirms that he wants to keep the item and ask us to cancel the return request.

If you have any other questions or concerns, feel free to reply, we'd be glad to help you.

Regards,
Snapdeal ONDC Helpdesk