Notes

***SHORT CALLS****

51344
Issue: not connected
Action: Na
comm: Na


51344
Issue: no query
action: na
comm: na


51344
Issue: incomplete query
action: na
comm: cx drop the call


51344
Issue: na
Action: na
comm: cx drop the call//cmn


51344
Issue: no ringing
Action: na
comm: no response from cx side// after giving 3 warnings, call transfer from my end//cmn


51344
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


*****ORDER STATUS*******

Within SLA Before Dispatch

51344
Issue: cx want to know about the order status
Action: info shared to cx regarding order status
communication: shared pdd, ddr//once order will be shipped, you will get the tracking details//cmn



Within SLA After Dispatch

51344
Issue: cx want to know about the order status
Action: Info shared regarding order status // AWBSMSshared
communication: shared pdd, ddr//Shared Order live location and courier partner name shared//cmn


Item Stuck at one location

51344
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 pdd, ddr //cmn


Outside SLA Before Dispatch (Delay in Dispatch)

51344
Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised
comm: apology done//tat shared 24-48 hours for update//shared the pdd, ddr//cmn


Outside SLA After Dispatch (Delay in Delivery)

51344
Issue: Order late beyond promised date(Shipped case)
Action: complaint raised
comm: apology done//shared the pdd, ddr//ask to wait


Outside SLA (Delay in both Dispatch and Delivery)

51344
Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised
comm: apology done//ask to wait//cmn


Specific Delivery Request

51344
Issue: Specific Request
Action: specific date mentioned// Info shared
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap//cmn


Pending For Verification (Within TAT)

51344
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)

51344
Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24-48 hours for update //cmn


*******Cancellation Request*******

51344
Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared order cancelled//cmn


51344
Issue: cx wants to cancel the order// Reason-
Action: request taken
comm: shared cancellation in progress//tat shared 24-48 hours for update regarding the cancellation // cmn


51344
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


51344
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 working days for the refund initiation after refusing at door step//cmn


********UD CASE*********


51344
Issue: cx want to know about the order status//UD marked
Action: complaint raised //FNDR filled//address verified


communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Alternate Landmark-


51344
Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR filled//address verified
communication: apology done//rescheduled delivery//tat shared 24 hours for delivery re-attempt//Courier partner name shared//cmn
Alternate Phone number-
Alternate Landmark-


51344
Issue: cx want to know about the order status//UD marked//out of delivery area
Action: Complaint raised // Info shared
communication: apology done// TAT shared 24-48 hrs update // Courier partner name shared // CMN



51344
Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified
comm: apology done// unable to fill the FNDR// error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile number -
Alternate Landmark-


*********OFD After UD********

51344
Issue: cx want to know about the order status //UD marked//order is OFD
Action: complaint raised//address verified// AWB number SMS shared
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///cmn


************ADDRESS CHANGE************


51344
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


51344
Issue: cx wants to change the delivery address
Action: info shared// asked cx to share the new address
comm: shared address changed//cmn


51344
Issue: cx wants to change the number
action: denial given//alternate no. mentioned:
comm: info shared//cx agreed//cmn


**************RETURN REQUEST**************


RPU initiated on the same time

51344
Issue: cx want to return the product//Issue-
Action: return req raised//Info shared// Google form filled
comm: 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


RPU not initiated on the same time

51344
Issue: cx want to return the product //Issue-
Action: return req raised//Info shared// Google form filled
communication: 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

51344
Issue: cx wants to return the product(manual case)
Action: macro shared//Ask cx to share the product within 5 days via national courier
comm: ask cx to fill the return form// asked cx to share courier receipt// cmn


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

51344
Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised// Info shared
Comm: apology done//rpi not initiated//tat shared 24-48 hrs for update regarding the return request //cmn


*******Pick up Reschedule****

51344
Issue: cx wants to know the complaint status(return case)
Action: macro shared //RL filled// Pick up address confirmed // asked cx to share the alternate phone number
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***

51344
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 (Order picked up on same day)******

51344
Issue: Product already picked up but not updated(APUC case)
Action: RL filled// info shared
comm: apology done//tat shared 24 hours for update//ask cx to wait // cmn


*******APUC case******

51344
Issue: product already picked up but not updated(APUC case)
Action: RL filled// APUC marked//asked cx to share the pick up boy name //pick up boy no-
comm: apology done//tat shared 72 hours for update//ask cx to wait // cmn


******Item Missing********


51344
Issue: cx got the empty parcel(amount is less than 500rs.)
Action: info shared
comm: apology done//tat shared 7 days for update// ask cx to wait//cmn


51344
Issue: cx got the empty parcel(amount is more than 500rs and less that 1000rs)
Action: macro shared (Empty parcel digital form)
comm: apology done//ask cx to fill the Digital form and submit it from his end //tat shared 7 days for update after submitting the digital form // cmn


51344
Issue: cx got the empty parcel(amount is more than 1000rs)
Action: macro shared(Empty parcel updated )
comm: apology done//ask cx to share the undertaking form with inner and outer brand packaging //tat shared 7 days for update after receiving the UT form // cmn


**********OFD*************

First Time OFD

51344
Issue: cx want to know about the delivery of the product//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


************REFUND*************

51344
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


51344
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),Action: 7-10 working days(credit card or debit card), Action: 7 working days (UPI), 24 hrs (Snapcash)
comm: apology done//ask cx to wait//cx agree// cmn


51344
Issue: cx want to know about the refund
Action: macro shared (ask for NEFT details )//tat shared 24-48 hours for update after receiving the Bank details
comm: shared that due to Neft Details not present, refund pending// ask cx to share the bank details


51344
Issue: cx want to know about the refund//refund initiated on-
Action: req all already raised
communication: info shared //ask cx wait remaining for refund update //cx agree//cmn



**********FRAUD CALL**************

51344
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


************Failed Transactions************
51344
Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised//stage selected (escalated to refund team)
comm: apology done//tat shared 24-48 hours for update//cmn


51344
Issue: payment deducted but order not confirmed
Action: Info shared
comm: apology done//tat shared 72 hours for auto reverse//cmn


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

51344
Issue: cx wants to know why order cancelled
Action: mail id mentioned for notification
comm: shared that product is out of stock//ask cx to place a new order when product will be in stock// cx agreed//cmn

51344
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

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

51344
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// cmn

51344
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// TAT shared (7-10 working days , 24 hours ) for reflection after initiation //cmn


************PDWP**********

51344
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

51344
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

51344
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


51344
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


51344
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


***************CATP************

51344
Issue: cx wants to return the product // Issue-
Action: info shared// denial given
comm: apology done//Denial given as per cx concern


51344
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


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

51344
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality,how to use // cx agreed// cmn


*******Promocode********

51344
Issue: How to use promocode
Action: info shared
comm: info regarding terms and condition of voucher shared to cx//cx agreed// cmn


*******Invoice related issue********

51344
Issue: invoice related issue
Action: email id confirmed//mail shared
comm: info shared//cx agreed// cmn



51344
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 -


******Snapdeal initated*******


51344
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//cx agree //cmn


51344
Issue - Cx want bank refund
Action- info shared // initiate date -
Comm-apology done//asked cx to check on his end refund is already initiated on Snapdeal credit// Benefits shared //cx want senior call//cmn

51344
Issue - Cx want bank refund
Action- info shared // initiate date -
Comm-apology done//asked cx to check on his end refund is already initiated on Snapdeal credit// Benefits shared//cx want senior call//transfer to senior call//cmn


******



*****RPI Denial *****

51344
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


51344
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


51344
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


51344
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


51344
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


51344
Issue- cx want to know his refund status
Action- Info shared // CCA marked
Comm- TAT shared 24 hours for update // apology done


51344
Issue- Cx want to retain the order// Reason-
Action- RL filled // Info shared
Comm- Info shared to cx that return req is closed


51344
Issue- Cx want to know his return request status (15 days breached after RPI)
Action- Denial given
Comm- Apology done // Denial given to cx regarding the pick up as cx response after 15 days // cmn


*******WS******

Critical case link-:
https://docs.google.com/spreadsheets/d/1wH6LmJXDEbuTSeATryaFX7KC84_bUHNsm6T0etd4X_A/edit#gid=993047666

PDWP form-:
https://docs.google.com/forms/d/e/1FAIpQLSch62PhRYyHCb0D24UDzWSwBse_0-x8hWi5e12N90aU9YFWeQ/viewform?usp=sf_link

Genesys installation Link : http://172.16.211.113/WDE/publish.htm

Level 3 form:-
https://docs.google.com/forms/d/e/1FAIpQLSdnWxUFjJrq2AHSQoel99-GABtZJi6muDDn1fpbJnwS_FrU2w/viewform


All updates link form:-
https://docs.google.com/spreadsheets/d/1FdbluXLc3j3_WyJyNumoCjBkTIXROS4xELCtaByppQg/edit#gid=1012564698

Service Center form :

https://docs.google.com/forms/d/1QWD69bb9FTqecp1b7mdOiLppRJ4AuQcqjw5ptevOFxc/viewform?edit_requested=true#settings


[email protected]