Notes

PDWP case : It has a window of 7 days.

A) If the Mode of payment is RFV + COD.
In this fir we have to check the cx profile by entering the sub order number on the global search after that we have to click on CPWS (Cx Profile With the Suborder details) after that :

a) If the cx profile is good
In this we have to share the TAT of 48 hrs for refund
VOC- Where is my order
L1- Courier related issue
L2- Status shows delivered but I didn't received it.
Status - Pending

b) If the cx profile is not visible.
In this we have to share the TAT of 24 hrs or update regarding complaint status.
VOC- Where is my order
L1- Courier related issue
L2- Status shows delivered but I didn't received it.
Status - Pending
Stages - Customer dispute accepted.


B) If the cx mode of payment is Prepaid.
OTP verified delivery:
In this first we have to ask cx to co-ordinate and also aske cx to share the working mail id

then we have to share the TAT of 7 day for update (Will update cx through Email only) regarding the complaint status.
VOC- Where is my order
L1- Courier related issue
L2- Status shows delivered but I didn't received it.
Status - Pending with SD

*******Cancellation***********

If cx want to cancel the order then first we have to ask cx the reason for the cancellation of the order.
Then we have to check the status of the order in which stages it lies.

We have basically three stages for the cancellation :

1) Before MFG (Order is not packed and the order is with the seller)
Cancellation time - Instant
Refund initiation TAT - Instant

2) After MFG Before Dispatch (Order is packed and order is located with the seller)
Cancellation time - 24-48 hrs
Refund initiation TAT - 24-48 hrs

3) After dispatch (Order is dispatch from the seller end)
Cancellation Type- We have to guide cx for the door step refusal
Refund initiation TAT- 6 days after refusing on door step

VOC- I want to cancel my order
L1-I am not able to cancel the item
Status-Close

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

This was happened when order cancelled by our (snapdeal)end.
Sometimes order get out of stock ,sold out, bulk order, technical issue, operational issue etc due to all of these reasons orders get cancelled.


In this we have two scenarios:
A. When customer's order is cash on delivery
In this we need to guide customer to place a New order and also assure cx that he/she will not face the same issue again in future.
VOC - Why was my order cancelled
L1 - others
Status - close

B. When customer's order is prepaid
In this also we need to guide customer to place a New order and also assure cx that he/she will not face the same issue again in future.
We have to share TAT 24-48 hours for refund initiation and reflection TAT depend upon Mode of payment.
VOC - Why was my order cancelled
L1 - others
Status - close


*******Refund replacement follow up (pre delivery)*********

A) Within TAT: (Refund is initiated from the SD end and the reflection TAT of the cx Mode of payment is remaining)

We have to click on Get refund/cancellation/ rejection history on SF.

In this we have to share the :
a) Refund initiation date
b) Amount of the refund
c) Reflection TAT of the refund mode
d) Remaining reflection TAT of the refund mode

VOC - Refund/replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - close

B) CIP(cancellation in progress) :

a) Within TAT (Refund initiation TAT is remaining):

In this we have to share the initiation TAT and the reflection TAT of the refund mode.

Tagging will depend upon the scenario if it is about the order cancellation so we have to tag the case on cancellation and if it is about the RTO so we have to tag the case on RTO.
Status will be closed

b) Outside TAT (It is known as CIP if the initiation TAT is breached the refund of the cx is not initiated from the SD end)
In this we have to share the TAT of 8 day for update regarding the complaint status.

VOC - Refund/replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - Pending with Snapdeal
Stages- Esc to Tech team


C) Outside TAT : (Refund of the cx order is already initiated and also the reflection TAT of the cx order MOP breached )

In this first we have to ask cx to co-ordinate with the bank

If cx say that he/she has already done a co-ordination from the bank regarding the refund
Then we have to ask cx to share the Bank statement and for bank statement we have to share the macro name - Bank statement required
Status will be Pending with customer until we have not received the bank statement

VOC - Refund/replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - Pending with customer

After post bank statement received we have to share the TAT of 24-48 hrs for update regarding the complaint status
VOC - Refund/replacement follow up
Lvl 1 - I haven't received my refund
Lvl 2 - refund post cancellation
Status - Pending with Snapdeal
Stages - Esc to PG team