Notes

ENGLISH NOTES


OPENING
Please allow me some time to provide better information.

Please allow me some time to check the product details.

ORDER CONFIRMATION
Thankyou for confirming the order, please give me a moment I will check it for you.


How are you?
I am fine, thank you for asking. I trust you and your family doing well!


Acknowledgment
Sure, I will check it for you.
Do not worry I will help you with this.
I apologize for the inconvenience caused.


Asking Details
Please share your Order / Suborder / Registered Contact Number, So that I can assist you better!

I am unable to fetch any account from the given details. Please provide the correct details. So I can assist you better.



From you this registered number I can able to check your last order of "Date".

Thanks for details
Thank you for sharing detail with us! Please allow me some time to check the information for you.

Hold
Please give me a moment, I will check it for you.

Hold 2nd
I apologize for the delay, I am still working on your concern! Please allow me some more time!

Un hold
We appreciate your patience!

Unable to download the images
Sir, We are sorry due to technical limitations, We are unable to fetch the shared screenshot. Therefore, please help us by typing your order details to help you out.

Assistance
How may I assist you?
kindly elaborate on your concern so I assist you better!
If you have any queries/queries related to Snapdeal please share so that I could assist you.
May I know your exact concern, please?

Further Assistance
Is there anything else I may assist you with?

Resolution Script
I hope you are satisfied with the given resolution and the information provided by me.

Issue escalate closing
I am sorry for the inconvenience caused. Rest assured, this will be taken care of. Thank you for contacting us! Have a good day!

Glad closing
I am glad, I was able to provide the information. Thank you for chatting with us. Stay safe and have a good day!

No response closing
We are closing this conversation because of no response from your side. You may contact us again. Stay safe and have a good day!

Cx has no issue with that time closing
Thank you for chatting with us. You may contact us again for Snapdeal-related queries, feel free to reply to us, we assure you that we will assist you better. Stay safe, and have a good day!

Cx want call
Sir do not worry I have got your request for a call back and our team will call you after 9 am in the morning.

Apology
Sir, Sorry, that you are facing such an issue. I have registered your complaint. I will personally work on this to resolve it at the earliest.
I apologize for the inconvenience caused.

Complaint taken
Sorry, that you are facing such an issue. I have registered your complaint. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve it at the earliest.

Complaint highlighted
Sorry, that you are facing such an issue. Your complaint is already registered and our team is working on it but don't worry I have again highlighted your issue to my team. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve it at the earliest.

Personal details asking
I apologize but we are not authorized to share any personal information.

Visit website//application
I request you to please visit our website their all product is available with price and full description.

Promo codes
"A promo code is a coupon code that you can use on our website/app. You will get great discounts on the items to the promo code applied.
To avail of a promo code, select the eligible item. You can enter your promo code on the 'Review Order' page on the website or the 'Payment' page on our app. You will see the discount applied immediately. "


Fake
Hi Sir/Ma'am, We appreciate you for informing us of this fraudulent activity and would request you to DO NOT respond to any Phone call/Email/SMS claiming to offer rewards/lucky draw prizes on behalf of Snapdeal. We NEVER request our customers for unsolicited financial information or advance payments in exchange for rewards. All our offers are available ONLY on our website and app.

We assure you that we have already escalated this matter with concerned authorities and our team is working on the same. Please accept our apologies for the inconvenience you have experienced.


Order verification
Sen 1
Your order is one step away from confirmation and needs to be verified. our team will call you in the next 24 hours, I request you to please answer the call to get your order verified. Once your order will get verified you will get the exact Delivery dates as well.

Sen 2
Your order needs to be verified for that I am taking your complaint, our team will update you for the same within 24-48 hours.

Address Verification
"If MFG is not created yet -
Sir/ma'am, I can surely help you with this, Can you please share your new address & phone number

Once shared
Just allow me a moment so that I can make the required changes

IF changed
I have successfully updated your address or number.

If MFG is created but not shipped -
Sir/ma'am, I am sorry, your item is already packed & ready to be shipped. No changes can be made now.
If your new address is nearby to your existing one, you can coordinate with the courier boy to get your item delivered as per your preference.

If MFG is created & shipped -
Sir/ma'am, I am sorry, your item is already shipped & is with the courier. No changes can be made now.
If your new address is nearby to your existing one, you can coordinate with the courier boy to get your item delivered as per your preference.



"We are unable to change the name and address details for your order as it has already shipped.

Where is my order
Product not shipped (within PDD)
Sir, your product will be shipped soon and your order dispatch date is "dispatch dates" and once the order will get dispatched you will get an update via Email & SMS.
I will work hard to ensure it reaches you on or before the "Delivery Date" as promised.

Status - Closed

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


Product shipped (within pdd)
Sir, your order is already shipped on " actual dispatch date" and it is in Transit. We will try to deliver your order on or before "Delivery Date" as promised. It will be delivered to you through " courier partner name". We will work with the courier to get this delivered quickly.

You can also track your order by clicking here. _________

Status - Closed

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


Urgent delivery (Before shipping)
Sir, your product will be shipped soon and your order dispatch date is "dispatch dates" and once the order will get dispatched you will get an update via Email & SMS.
I will work hard to ensure it reaches you on or before the "Delivery Date" as promised. I will work with the courier team and try to get your product delivered as per your requirement.

Status - Closed
Note - Select Preferred delivery date

Issue: Specific Delivery Request
Action: specific date mentioned// Info shared
Comm: Shared pdd and ddr //Shared Order live location and courier partner name shared


Urgent delivery (after shipping)
Sir, your order is already shipped on the " actual dispatch date" and it is in Transit and will reach on or before the "Delivery Date" as promised. It will be delivered to you through " courier partner name". Also, I will work with the courier team and try to get your product delivered as per your requirement as I am taking your request for the same.

You can also track your order by clicking here. ______

Status - Closed
Note - Select Preferred delivery date

Issue: Specific Delivery Request
Action: specific date mentioned// Info shared
Comm: Shared pdd and ddr //Shared Order live location and courier partner name shared


Order late delay in dispatch (within pdd)
Sir, Your product is slightly delayed in shipping but no need to worry because I will work with my team to ensure it gets delivered to you on or before the "Delivery Date" as promised. Also, I am taking complaints regarding the same our team will update you for the same within 24-48 hours.

Status - Open

Issue: Order late beyond promised date(non-shipped case)
Action: Info shared
Comm: tat shared 24-48 hours for update//shared order delivery details


Order late-delay in delivery (outside pdd)
Sir, I can see that the delivery of your order has been delayed. We apologize for the inconvenience caused here. I am taking complaints from the same team and will update you regarding this. It will be delivered to you through " courier partner name". We are working round the clock to deliver the same at the earliest.

You can also track your order by clicking here _______

Status - Open

Issue: Order late beyond promised date(Shipped case)
Action: Info shared
Comm: shared the order delivery details // asked cx to wait for delivery


Item Stuck at one Location

Sir, I can see that your order is in one location from " date". We apologize for the inconvenience caused here. I am taking complaint for the same team will update you regarding this and I will work with my team to ensure it gets delivered to you on or before the "Delivery Date" as promised. It will be delivered to you through " courier partner name". Also, I am taking your complaint for the same our team will update you regarding this within 24-48 hours. We are working round the clock to deliver the same at the earliest.

You can also track your order by clicking here _______

Status - Open

Issue: Order stuck at one location
Action: Info shared regarding order status
Comm: apology done//tat shared 24-48 hours for update//Courier partner name shared


Exact date
Sir Mam, I can't commit the exact date of product delivery but our team is working hard to deliver your product at the earliest!
We will share a timely update with you over the email/SMS!



(*****Outside SLA (Delay in both Dispatch and Delivery)*****)
Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: Info shared
Comm: apology done//ask cx to wait for the delivery of the order



PDF (out for delivery)
Sir, I can see your product is "Out for Delivery" now and you will shortly receive a call from the courier team. You will get delivery on and before 6 pm. It will deliver to you through " courier partner name".

Below mentioned is the courier boy's number:-
-------------

Status - Closed

Issue: cx want to know about the delivery of the product//Status- OFD
Action: Info shared
Comm: ask cx to wait till 9 PM//Courier boy number shared through sms// Courier partner name shared //cx agreed


UD (undelivered orders)
(Reason any delivery attempts confirmation)
Sir, I can see here that delivery could not be completed due to <UD reason>.
Please confirm, did you receive any call for delivery on <UD Date>.

(Address, alt no. and land mark confirmation)
We apologize for the inconvenience caused. We will deliver your order at the earliest. I am rescheduling your order delivery for that will you please share your alternated no. and landmark so that it will easy for courier partner to deliver your order. Also please confirm me that the below mentioned address is correct for order delivery.
" Given address"

(Address, alt no. and land mark confirmation)(Miss and shipper delay)
We apologize for the inconvenience caused. We will deliver your order at the earliest. I am taking your order complaint for that will you please share your alternated no. and landmark so that it will easy for courier partner to deliver your order. Also please confirm me that the below mentioned address is correct for order delivery.
" Given address"

(Delivery Rescheduled)
I have rescheduled your order delivery same will we re-attempted within next 24 hours. It will delivered to your through " courier partner name" .

You can also track your order by clicking here ________

Status - Open

Issue: cx want to know about the order status//UD marked
Action: rescheduled delivery//FNDR filled//address verified


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


UD(Other Issue)( Miss/shipper delay)
Sir, The package was undelivered due to some unknown courier issues and we apologize for the inconvenience caused. We will deliver your order at the earliest for same our team will update you within next 24 hours. It will delivered to your through " courier partner name" .

You can also track your order by clicking here __________

Status - Open

Cust Concern – cx ask for delivery details//Miscellaneous
Action Taken – replied on whatsapp//
Comm – Info shared//tat shared 24 hours


UD ODA (out of delivery area)

Sorry, that you are facing such an issue. I have registered your complaint. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve it at the earliest.

Status - Open

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


RTO (return to origin)(COD)
Sir, We apologize as we were not able to deliver your order even after multiple attempts. I request you to please place new order.
OR
Sir, We apologize as we were not able to deliver your order due to some courier issues. I request you to please place new order.

Status - Closed

Issue: cx want to know about the delivery of the product//marked RTO
Action: info shared
Comm: shared the UD reason//apology done//ask cx to place a new order



RTO (return to origin)(Prepaid)
Sir, We apologize as we were not able to deliver your order even after multiple attempts.
Refund of Rs."xx" has been initiated and it will be credited to you bank account by "estimated refund date"
OR
Sir, We apologize as we were not able to deliver your order due to some courier issues.
Refund of Rs."xx" has been initiated and it will be credited to you bank account by "estimated refund date"

Status - Closed

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.


RTO (return to origin)(Prepaid refund not initiated)


Sir, We apologize as we were not able to deliver your order even after multiple attempts.
We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
OR
Sir, We apologize as we were not able to deliver your order due to some courier issues.
We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.

Status - Closed

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.


Cancellation:-

Want to Cancel - Asking Reason
Sorry to hear that, you want to cancel this order.
May, I know the reason for cancellation, as this is one of our best selling item & I am sure you will like it.

Want to Cancel - Within Cancellation Period
I will cancel this order for you. Please give me a moment .

Want to Cancel - Cancelled by Us
Sir, As requested by you, Your order has been cancelled. Would like you to see you again shopping with us!

Status - Closed

Issue – cx want to cancel the product
Action Taken – replied on whatsapp//
Comm – Info shared//cancelled order as per cx's request.


Want to Cancel - Cancelled by Us prepaid
Sir, As requested by you, Your order has been canceled. We have initiated a refund of Rs. XX to your card/account. It will be credited within 7-10 business days.
Would like to see you again shopping with us!
OR
Sir, As requested by you, Your order has been canceled. We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
Would like to see you again shopping with us!

Status - Closed

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


Cancellable Stage but Unable to Cancel COD
Sir, We have taken your request for cancellation and we will notify you via SMS/email within the next 24 to 48 hours with the latest update on this request.

Status - Closed

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



Cancellable Stage but Unable to Cancel Prepaid
Sir, We have taken your request for cancellation and we will notify you via SMS/email within the next 24 to 48 hours regarding cancellation confirmation and refund initiation. once the amount will initiate it will be credited within 7-10 business days.

Status - Closed

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


Want to Cancel - Not Cancellable Stage COD
Sir/Madam, Your product has already been dispatched, however, I am taking the cancellation request. In case, the courier team tries to deliver the product, please refuse the delivery and your order will be cancelled.

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


Want to Cancel - Not Cancellable Stage Prepaid
Sir/Madam, Your product has already been dispatched, however, I am taking the cancellation request. In case, the courier team tries to deliver the product, please refuse the delivery and your order will be cancelled.

Once you refuse, we might take up to 6 days to initiate your refund. The amount will be credited to your card/account within 7-10 business days after initiation.
Status - Closed

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


Want to cancel due to delay in delivery
Sir, we will try our best to deliver your order as soon as possible. I Would request you to allow us some more time to deliver your product.


Why was my order cancelled (COD)
Sir, as I can check here your order was cancelled due to some technical issues so I request you to please place a new order.

Status - Closed


Issue – cx ask about cancelled order
Action Taken – replied on whatsapp//
Communication – Info shared//ask cx to place new order


Why was my order cancelled (Prepaid)
Sir, As checked your order got canceled due to <cancellation reason>. We have initiated a refund of Rs. XX to your card/account. It will be credited within 7-10 business days.
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.
OR
Sir, As checked your order got canceled due to <cancellation reason>. We will initiate a refund of Rs. XX to your card/accounts within 24-48 hours. It will be credited within 7-10 business days.
I am sorry for the inconvenience caused. I have escalated your concern and be assured this will not happen again.

Status - Closed

Issue: why was my order cancelled// Reason-
Action: request taken
Comm: shared cancellation in progress//tat shared 24-48 hours for update regarding the cancellation


If cx want some order again and order is available.


As I have checked that the product is available on our website and application, you can place an order for yourself.

If cx want some order again and order is sold out or out of stock.
Sir, as I can check order is sold out/out of stock, but I have mentioned your mail Id here so once the product will be live on the order website, you will get notification on a priority basis.

Refund replacement follow for cancellation.
Sir, I can see your order has been cancelled and refund has also been initiated on DD-MM-YY which usually take maximum 7 to 10 days to credit in your account post initiation.



Failed transaction(Fresh case)
Sir, As I can see your payment for placing the order were unsuccessful. In case amount debited from your account then it will be credited back within 72 hours.
Please rest assured.

Status - Closed

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


Failed transaction(Escalated case)
Sorry, that you are facing such an issue. Your complaint is already registered and our team is working on it but don't worry I have again highlighted your issue to my team. Within 24-48 hours our team will update you regarding your complaint and I will personally work on this to resolve at the earliest.

Status - Open

Issue - Cx want to know his refund status
Action: req already raised//macro already shared// Status- Open and stages marked Esc to refunds team
Comm: Bank statement received //tat shared 24-48 hrs for update


PDWP(product delivered to wrong place)

First conversation
Sir, I can see your order is showing delivered on DD-MM-YY. So I want to confirm that did you receive any call from our courier partner also Would request you to check once with your family/neighbors/office mail room as they may have accepted the package in your absence/on your behalf.

OTP verification
Sir, I can see your order is showing delivered on DD-MM-YY. So I want to confirm that did you receive any call from our courier partner also, please tell me that did you share any OTP to courier partner and will you please tell me what conversation was held between you and the courier partner?

Complaint taken(Prepaid)
We apologies for inconvenience caused to you. I have registered your Complaint. Our team will update you within 7 days of investigation. In case you are still not able to locate your package, just let us know. We will look into the matter again and find a resolution for you.

Complaint taken(Prepaid)(OTP verification)
I apologies for inconvenience caused to you. I have registered your Complaint. Our team will update you within 24-48 hours. Do not worry, I will personally look into the matter to resolve it as soon as possible.

Complaint taken(COD)
We apologies for inconvenience caused to you. I have registered your request. our team will team will look into the matter. Meanwhile you can place another order.

Status - Closed

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


PDWP (Re-Investigation)
Sir, our team is doing a re-investigation on your case, We will update you regarding this within 7-10 days, meanwhile, I assure you that your refund is secure under the trust pay policy.
We apologies for the inconvenience caused to you. Rest I will personally take care of it so that you will get a resolution as soon as possible.

Return/replacement
Will you please tell me what problem you are facing regarding the product so that I will register your complaint.

I will register your complaint regarding this will you please tell me you want replacement or refund of this item?
Sorry but replacement is not available for this product.

I would like to inform you that we can process your refund in the form of snapdeal credits into your snapdeal account . This is the most widely chosen refund mode due to the following benefits:

Benefits of snapdeal credit/ Refund voucher:

1- The amount will be credited instantly in your snapdeal account
2- You do not have to share any bank or UPI details
3- You can use the full amount in the next purchase in snapdeal
4- You can place any order from our website by this refund amount .
5- It has a validity of 1 year.

Please confirm may I proceed with the snapdeal credit?

Thank you selecting snapdeal credit as the refund mode.

I have taken your return/replacement complaint regarding this order, and your order will be picked up in the next 48 hours from the "courier partner name". I apologies that you have faced this issue.
We would request you to please keep the product intact and original brand packaging ready.

Status - Open

Issue: cx want to return the product//
Action: return req raised//tat shared 48 hours for pickup
Comm: apology done// shared the courier partner name//also guide to pack the parcel in original packing


I have taken your return/replacement complaint regarding this order, team will update you regarding this complaint within 24 hours. I apologies that you have faced this issue.

Status - Open

Issue: cx want to return the product //
Action: return req raised//tat shared 24 hrs for update
Comm: apology done//rpi not initiated//also guide to pack the parcel in original packing

Wrong and different item order complaint
As you have received the wrong/different item, so I request you to please registered your complaint yourself as we required order images for successful pick up of order. For registering a complaint I am sending you one link through one SMS, through that link you can register your complaint and also I request you to please attach 2-3 images of the product. Once you will register the complaint our team will update you for the pickup.

Status - Closed

Cust Concern – cx want to return//Different order received//
Action Taken – replied on whatsapp//SMS sent
Communication – Info shared//ask cx to self raise a complaint

Non returnable item complaint (defective/damage/wrong and different)
I am taking your complaint because for successful pick up of your order we required order images, for that, I am sending you an email on your registered email id, so I requested you to share 2-3 images of the order in this mail then our team will update you for the pickup.

Status - Closed

Cust Concern – cx want to return//Different order received//
Action Taken – replied on whatsapp//SMS sent
Communication – Info shared//ask cx to self raise a complaint


Pickup scenarios

Confirmation of pickup
Will you please tell me the pickup of your item is done or not?

Pickup failure
Sir, As I can see here, it is updated as pickup could not be completed due to <Pickup failure reason>, so could you please confirm for me, did you receive any call for pickup on <RLCW date>.

Confirmation of pickup address
Sir please confirm me that the below mentioned address is correct for order pickup?
" Given address"

Sir will you please share your alternate contact no. and landmark so that it will easy for courier partner to pickup your order.

Pickup failure 2
Thank you for confirming. Please allow me a moment, so that I will update your concern and try to get your item picked up as soon as possible.

I have updated your concern and be assured the pickup will be reattempted within 2-3 days from the "courier name" partner. I am really sorry about the inconvenience caused and I ensure this will not happen again.

Status - Pending with Snapdeal

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//
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.


Pickup re-scheduled
I am rescheduling your order pickup and same will we re-attempted within next 2-3 days from the "courier name" partner.
We would request you to please keep the product intact and original brand packaging ready.

Status - Pending with Snapdeal

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//
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.


Pickup SCHD
Sir, As I can see here, the pickup of your item has been schedule and it will be picked up within a maximum of 2-3 days from the "courier name" partner.

Pickup OFP
Sir, As I can see here, our courier partner is out for pickup and your item will be picked up today. Rest assured our pickup boy will call you once reach at your destination.

Status - No changes required

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

Pickup APUC
Sir, I understand that your item is already picked, could you please confirm me the pickup date, courier boy number and courier team name so I will update it here.

APUC(Complaint taken)
Sorry, that you are facing such an issue. I have updated your complaint. Within 72 hours our team will update you regarding your refund and I will personally work on this to resolve it at the earliest.

Status - Open

Note:- (Order picked up on same day)
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

Notes:- (Order picked up before not on same day)

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
Pick up boy name-
Pick up boy number-

PUC/QC Process(Refund)
Sir, once your order will be picked up your amount will initiate within 24 hours from our end and it will reflect in your account within " reflection TAT".

PUC/QC Process(Replacement)
Sir, once your order will be picked up your replacement order will initiate within 24 hours from our end and it will be delivered to you within 4-7 business days.


Manual pickup
Sorry, that you are facing such an issue. I have registered your complaint. Within 48 hours our team will update you regarding your pickup update and I will personally work on this to resolve it at the earliest.

Status - Open

Issue: cx wants to return the product(manual case)
Action: Replied on whatsapp
comm: Info shared//tat shared 48 hours for pickup update



Shipped together

(If Profile is Good)

TAT we have to share as per reflection TAT of the refund mode.

I am taking your complaint that you didn't receive one order, and your amount will be reflect in your account with in (reflection TAT).
Meanwhile, I assure you that your refund is secure under the trust pay policy.
We apologize for the inconvenience caused to you. Rest I will personally take care of it so that you will get a resolution as soon as possible.

Status - Closed
Stage - CRT Investigation Done

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


(If Profile is Not Good)

I am taking your complaint that you didn't receive one order, our team will update you regarding the refund of this order within 24-48 hours.
Meanwhile, I assure you that your refund is secure under the trust pay policy.
We apologize for the inconvenience caused to you. Rest I will personally take care of it so that you will get a resolution as soon as possible.

Status - Pending
Stage - CRT Investigation SCM

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


Refund

(If within TAT)
I have checked the details and your refund was initiated on <date> by us and banks usually take around (Refund TAT) to reflect the amount in your account.
Don't worry, your refund will reflect in your account soon.

Status - Closed

Cust Concern – cx ask for refund//already initiated on - initiation date
Action Taken – replied on whatsapp//
Communication – Info shared//tat shared 7 working days after refund initiation.


(If outside TAT ) Post cancellation
I have checked the details and your refund was initiated on <date> by us. I am really sorry that you did not get the refund till now. I would request you to please get in touch with your Bank once.

And I request you to please share your bank statement in PDF form, from "date of purchase" to till date. For the same, I am sending you a mail I request you to please share the bank statement on that mail. Once we will receive your details our team will revert to you within a maximum of 24-48 hours. Also please confirm your Email id --------.

Status - Closed

Cust Concern – cx ask for refund//already initiated on - initiation date
Action Taken – replied on whatsapp//
Communication – Info shared//ask cx to coordinate with bank once.


(If outside TAT ) Post return
I have checked the details and your refund was initiated on <date> by us. I am really sorry that you did not get the refund till now. I would request you to please get in touch with your Bank and share this reference number <Ref #>.

And I request you to please share your bank statement in PDF form, from "CCA date" to till date, for the same I am sending you a mail I request you to please share the bank statement on that mail. Once we will receive your details our team will revert to you within a maximum of 24-48 hours. Also please confirm your Email id --------.

Status - Closed

Cust Concern – cx ask for refund//already initiated on - initiation date
Action Taken – replied on whatsapp//
Communication – Info shared//ask cx to coordinate with bank once.



CIP
I have taken your complaint for the same within 48 hours our team will update you regarding the refund. Meanwhile, your refund is safe under the trust pay policy.
Do not worry you will receive your refund as soon as possible and I will personally take care of it.

Status - Closed

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

(If Tat previous tat was breached)
I have taken your complaint for the same within 8 days our team will update you regarding the refund. Meanwhile, your refund is safe under the trust pay policy.
Do not worry you will receive your refund as soon as possible and I will personally take care of it.

Status - Pending with Snapdeal
Stage - Escalate to Refunds Team

Issue- cx want to know his refund status
Action- Info shared (CIP marked ) (Escalated to Refunds team )
Comm- apology done //TAT shared 8 days for update// ask cx to wait


NEFT not present
Sir I have sent you a mail in your registered mail id and I request you to please share your bank details with us in that same mail and after getting the bank details from your side our team will give you the refund update from your order within 24-48 hours.

Status - Closed

Cust Concern – cx ask about refund status//Bank details missing
Action Taken – replied on whatsapp//macro sent
Comm –ask cx to send the bank details in the mail///TAT shared: 24-48 hours once received the details on mail//assurance given//cx agree



Empty Parcel




Trust pay policy
Sir, We are pleased to inform you that returning your Snapdeal purchase is simpler than ever with our Easy Returns Policy. You can raise a return or replacement request within 7 days after the item is delivered.

Snapdeal guaranty
Snapdeal is a marketplace, where buyers like you purchase items listed by our sellers on our platform. We diligently approve and encourage only those sellers who can be trusted to sell you high-quality items at unbeatable prices.

We have covered most of the products under standard manufacturer's warranties for hardware or software issues, wherever applicable. In case you are not satisfied with any of our returnable products, we have a 7-day easy return policy to ensure your payments are protected.

CATP(Complaint against trust pay policy)

Snapcash:
What is Snapcash?
Snapcash is your shopping currency at Snapdeal. You can use Snapcash for buying your favorite products through Snapdeal.

How can I earn Snapcash?
You can earn Snapcash by signing up, referring new users, playing games on Snapdeal, placing orders on Snapdeal and lot more.

How can I use my Snapcash?
You can use your Snapcash to buy products through Snapdeal only.

Will the promotional Snapcash points be refunded on order cancellation?
Yes, the promotional Snapcash points once redeemed for an Order can be refunded back for a fixed validity if the Order is returned or cancelled.

Can I use other offers along with Snapcash?
Yes, you can use a promo code along with Snapcash as a payment mode.

Can I use Snapcash on COD orders?
Yes, Snapcash can be applied on COD orders as well.

Can my Snapcash be gifted to other users?
No, you can’t gift your Snapcash to any other user.

Invoice Related:

Cx want to change E-mail ID:
We are unable to change/delete the email address associated with your Snapdeal Account. We value our customer's security and privacy. Keeping this in mind, we do not allow any change/delete in the email address associated with an account.


Extra assurance:

I’m sorry to hear you are having these problems. We will get this resolved as quickly as possible.

I will make sure that this should be your first and last bad experience with us and you won't face such a problem in the future. I apologize that you are experiencing this problem.

Your concern is justified and, I understand how you are feeling right now. But be assured I will help you regarding this. Your chat landed on me so, now is my responsibility to help you.

I can understand that you are waiting a long for the resolution, I appreciate your patience, please allow me the requested time we will get back to you with a resolution as soon as possible.

I know that there has been a delay but please be assured that we are working hard to get your item to you at the earliest.

I know that there has been a delay but please be assured that we are working hard to pick up your order at the earliest.

Do not worry your refund will reflect in your account on and before the given time.

I will make certain that this gets resolved quickly for you.

Your feedback is enormously valuable to us so, we greatly appreciate you taking the time to let us know.

Thank you for your understanding, We are doing everything we can, for resolving your problem quickly.

We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our higher authority. I am going to take care of this for you.

I am taking your feedback regarding the courier boy and I will share it with my team and the team will take action on it. You will not face this issue again.

There is no need to worry, I've done all possible things and I assure you'll receive your order to your door step as soon as possible.

Do not worry, I have updated your concern and you will not face any issue regarding the pickup of your product.

(Escalation case template )
As, I checked your case is handled by the senior team , you will get the update regarding your complaint within 24-48 hours , by the team only. I would request you to please wait for the given time .

Snapdeal credit
As, I checked your amount is already refunded from our end on 5/12/2022 in your Snapdeal Credits , I request you to please check in your snapdeal account.