Notes

[email protected]
snap@1234

*******************ozental******************************
https://in-ccaas.ozonetel.com/


***SHORT CALLS***

Issue: cx didn't responded after opening
Action: na
comm: na

Issue: cx didn't confirm the order
Action: na
comm: then chat dropped

Issue: cx do not have any query
action: na
comm: na


*****SLA ORDER STATUS*******
Issue: cx want to know about the order status
Action: dd sms sent
communication: shared pdd, ddr// tracking details and courier partner name shared

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

**************************Stuck************************************
Issue: Order stuck @one location
Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr, tracking details


*************************Late beyond*********************************
Issue: Order late beyond promised date(Dely in Delivery )
Action: complaint raised
comm: apology done//shared the pdd, ddr, tracking details//asap // ask to wait

Issue: Order late beyond promised date(Dely in Delivery )


Action: complaint raised//tat shared 24-48 hours for update
comm: apology done//shared the pdd, ddr//ask to wait


************************specific*******************************
Issue: Specific Request
Action: specific date mentioned//dd sms sent
communication: shared pdd, ddr, tracking details // shared will try to deliver the order asap
************************pending for verification****************************************
Issue: order not verify//pending for verification
Action: info shared
comm:apology done//tat shared 24 hours for call
*******CANCEL REQUEST*******
Issue: cx wants to cancel the order
Action: request taken
comm: shared order cancelled

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

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


Issue: cx wants to cancel the order
Action: request taken
comm: ask to co-ordinate with courier boy and also guide for door step refusal



********UD CASE*********
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//
Alternate Phone number-
Alternate Landmark-

Issue: cx want to know about the order status//UD marked(Miscellaneous and Shipper delay case)
Action: complaint raised //FNDR not filled//address verified


communication: apology done//tat shared 24 hours for update
Alternate Phone number-
Alternate Landmark-


Issue: cx want to know about the order status//UD marked//out of delivery area
Action: ask cx for self pick up
communication: apology done//guide to co-ordinate with courier partner
Alternate Phone number-
Alternate Landmark-

Issue: cx want to know about the order status//UD marked(out of delivery area)
Action: complaint raised //FNDR not filled
communication: apology done//tat shared 24 hours for update//
Alternate Phone number-
Alternate Landmark-

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 2 hours for update
Alternate Phone 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//
communication: apology done//ask cx to wait till 9 PM//courier partner name shared //cx agreed

*****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 //


************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

Issue: cx wants to change the delivery address
Action: info shared
comm: shared address changed

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


**************RETURN REQUEST**************
#
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

#
Issue: cx want to return the product //
Action: return req raised//tat shared 24 hrs for update
communication: apology done//rpi not initiated//also guide to pack the parcel in original packing
********************2-3***********************
Issue: cx wants to know the complaint status(return case)
Action: macro shared//RL filled// tat shared 2-3 days for pickup
comm: apology done//shared the complaint status//shared the courier partner name//

*****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//


*****Pick up retain/cancellation*****
Issue- Cx want to cancel the pick up request
Action-RL panel // Return request closed // share the reason
Comm- Informed cx that return request is closed //


*****One or more item is missing shipped together*****
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 //

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 //

*****APUC case (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 //

*****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 //
Pick up boy name-
Pick up boy number-

*****Manual Case*****
Issue: cx wants to return the product(manual case)
Action: Info shared
comm: TAT shared 24-48 hrs for update regarding reverse pick up //



I*****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 //

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//

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 //

Issue: cx got the empty parcel(Selling price is more than 100rs)
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 //


*****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 //


*****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 ///

*****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 //


*****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 //

Issue- Cx want to return the product // Received the defective product // Issue-
Action- Info shared // Transfer call to senior as the brand is not available on brand list
Comm- Apology done // asked cx to co-ordinate with the senior regarding the complaint//

*****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 //

*****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 //

*****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//

*****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 //

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


Issue: invoice related issue
Action: asked cx to share the email id //request taken
comm: info shared//tat shared 24 hours for update//
cx mail id -

*****PRODUCT INFO*****
Issue: cx wants to know about the product
Action: info shared
comm: info shared regarding price, quality// cx agreed//

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

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//

*****FRAUD CALL*****
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//

*****Escalation cases *****
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

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//


Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 5-7 working days (ONDC)
comm: apology done//ask cx to wait//cx agree//

Issue: cx want to know about the refund//refund initiated on-
Action: tat share ,6 days (bank offline refund ) ,02 hrs (bank online) 7-10 working days(Bank to Bank ),
comm: apology done//ask cx to wait//cx agree//


Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 24 hrs (Wallet), 7-10 working days(credit card or debit card)
comm: apology done//ask cx to wait//cx agree//


Issue: cx wants to know the complaint status(return case)
Action: macro shared ( Rajasthan Empty parcel updated)
comm: apology done// fill the Empty parcel updated and submit it from his end // and also shared one id proof // After receiving details 72 for pickup // cmn


*****PDWP*****
Issue: Status shows delivered but I didn’t receive it {PDWP}
Action: feedback taken // replied on chat
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} // Reason-
Action: tat shared 7 days for investigation (OTP verification delivery ) // pending with SD //replied on chat
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 7 days hours for update (Re-investigation)// replied on chat
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 - replied on chat // 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 - replied on chat// Status marked Pending // Stages marked CX dispute accepted
Comm- Apology done // TAT shared 24 hrs for update // cmn


***************** SNAPCASH******************
issue:- cx want to know about Snapcash // Snapcash Amount :-
Action:- info shared //tat shared 2 working days //pending with SD
comm- apology done //stage selected //ask cx to wait // cmn