Notes

**SHORT CALLS*

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

Issue: na
Action: call back done cx cut the call
comm: cx drop the call//cmn

Issue: not connected
Action: System issue
comm: voice issue//cmn

Issue: not connected
Action: Na
comm: Na

Issue: cx says query is already completed
action: na
comm: na

Issue: no query
action: na
comm: na

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

Issue: incomplete query
action: call back done, cx not respond
comm: cx drop the call//cmn

Issue: na
Action: na
comm: no response from cx side//after giving 3 warnings, call transferred to ED Desk//cmn

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


Issue: cx want to know about the product availability
Action: Sales mess. Shared//ask cx to visit the product's link
Comm: info shared//cx agreed//cmn

**ORDER STATUS**
Within SLA Before Dispatch

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

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

Item Stuck at one location

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)

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)

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)

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

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)

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)

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

**Cancellation Request**

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

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

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

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****

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

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

Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Critical Escalation
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

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*****

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

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

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

#
Action: return req raised//Info shared
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

#
Action: return req raised//Info shared
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

kyu ki raise???
- i raised the complaint because the order is not showing delivered
- i raised the complaint because customer is not able to raise the return complaint
- i raised the complaint because customer is not using Snapdeal app
- i raised the complaint because product is non returnable

issue: cx want to return the product(Service Center)
action- macro shared
comm- ask cx to coordinate with the brand//cx agreed//cmn

Manual Case

Issue: cx wants to return the product(manual case)
Action: return req raised//Info shared
comm: apology done//tat shared 48 hours for update//also guide to pack the parcel in original packing//cmn

One or mere item is missing shipped together (<1200+Good profile)

Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised//Info shared//CRT Investigation done//macro shared
Comm: apology done//tat shared 24 hours for refund initiation//cx agreed//cmn

One or mere item is missing shipped together (>1200+Not Showing/Bad profile)

Issue: One or more item is missing shipped together case//got only 1 item
action: Return Request raised//Info shared//CRT Investigation done//macro shared
Comm: apology done//tat shared 24 for update regarding return complaint//cmn

Pick up Reschedule

#
Action: 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

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)

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

Issue: product already picked up but not updated (APUC case)

Action: RL filled//APUC marked//asked cx to share the pick up boy name
comm: apology done//tat shared 72 hours for update//ask cx to wait//cmn

Pickup boy no:
Pickup partner:

***Item Missing***

# cx got the empty parcel (amount is less than 400rs.+ profile good)
Action: CRT Investigation Done//tat shared 72 hours for refund initiation
comm: apology done////ask cx to wait//cx agreed//cmn

# cx got the empty parcel (amount is less than 400rs.+ profile bad)
Action: CRT Investigation Done//tat shared 72 hours for update
comm: apology done////ask cx to wait//cx agreed//cmn

# cx got the empty parcel (amount is more than 401rs 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 72 hours for update after submitting the digital form//cmn

# 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 72 hours for update after receiving the UT form//cmn

***OFD****

First Time OFD

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****

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

Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 6 days (UPI offline refund) ,6 days (bank offline refund)
comm: apology done//ask cx to wait//cx agreed//cmn

Issue: cx want to know about the refund//refund initiated on-
Action: tat shared 7 working days for reflection (UPI refund) ,7-10 working days for reflection (bank refund)
comm: apology done//ask cx to wait//cx agreed//cmn

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

***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//cmn

*****Failed Transactions*****

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

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

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

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

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*****

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

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//cmn

*****PDWP***

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

PDWP (RVF+COD and Good profile)

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 48 hours for refund initiation//cmn

PDWP (Payment mode different or Bad profile)

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 24 hours for update//cmn

******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//CMN

****PRODUCT INFO*****

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

**Promocode***

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***

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

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 -

**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//cmn

Issue- Cx want to know his return request status (7 days breached after delivery)
Action- Denial given
Comm- Apology done//Denial given to cx regarding the pick up as cx response after 15 days//cmn

issue- cx want to know his refund status
action- Deny Refund as per RA remarks
comm- apology done//info shared//cmn

Snapdeal Credit Refund (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//cmn

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

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

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

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

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

SD Reversal case :

Issue - cx want to transfer his order refund from refund voucher to bank account
Action- Macro shared
Comm- Benefits share of the Snapdeal credit//ask cx to share his bank details//cx agreed//cmn

issue- cx want to transfer his order refund from refund voucher to bank account
action-macro shared//EOD Filled//tat shared 8 working days for refund reflection
comm- ask cx to wait for reflection//cx agreed//cmn


Issue: no query
action: na
comm: Cx has no query regarding Snapdeal

Issue: incomplete query
action: Call back done
comm: cx drop the call// Call back done cx not answer the call

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

Issue: no ringing
Action: Call back
comm: no response from cx side// after giving 3 warnings, call transfer from my end//Call back done cx not answer the call//cmn

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

*********Pending for Verification ***********

Pending For Verification (Within TAT)

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)

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


****Within SLA Before Dispatch*****

Issue: cx want to know about the order status
Action: info shared to cx regarding order status
communication: Shared promised dispatch dates and promised delivery date last one //once order will be shipped, you will get the tracking details// cmn

*****Within SLA After Dispatch*****

Issue: cx want to know about the order status
Action: Info shared regarding order status // AWB SMS shared
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

*****Specific Delivery Request*****

Issue: Specific Delivery Request
Action: specific date mentioned// Info shared
communication: Shared actual dispatch date and shared promised delivered date last one //Shared Order live location and courier partner name shared//cmn

*****Item Stuck at one location*****

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 promised delivery date last one //Courier partner name shared on call //cmn



*****Outside SLA Before Dispatch (Delay in Dispatch)*****


Issue: Order late beyond promised date(non-shipped case)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//tat shared 24-48 hours for update//shared order delivery details //cmn



*****Outside SLA After Dispatch (Delay in Delivery)*****


Issue: Order late beyond promised date(Shipped case)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//shared the order delivery details // asked cx to wait for the order delivery// will try to deliver the cx order asap// cmn



*****Outside SLA (Delay in both Dispatch and Delivery)*****



Issue: Order late beyond promised date(Delay in both Dispatch and Delivery)
Action: complaint raised//Marked case origin critical escalation
comm: apology done//ask cx to wait for the delivery of the order //cmn

*****First Time OFD*****
Issue: cx want to know about the delivery of the product//Status- 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

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

*****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 // CMN

*****UD***** (Unable to fill the FNDR)

Issue: cx want to know about the order status//UD marked
Action: complaint raised//address verified//Marked case origin critical escalation
comm: apology done// unable to fill the FNDR due error: --//tat shared 24 hours for Delivery reattempt // Courier Partner name shared //cmn
Alternate Mobile 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// AWB number SMS shared//Marked case origin critical escalation
communication: apology done//ask cx to wait till 9 PM//courier partner name shared// Courier boy number shared through SMS //cx agreed///cmn

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

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, 5-7 working days) for reflection after initiation //cmn

*****Cancellation*****

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

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

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

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//cmn

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

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

*****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//cmn

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


*****PDWP*****
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


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


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


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


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


*****PDWP (RFV+COD)

Profile good

Issue: Status shows delivered but I didn’t receive it {PDWP}
Action - Info shared // 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 - Info shared // Status marked Pending // Stages marked CX dispute accepted
Comm- Apology done // TAT shared 24 hrs for update // cmn

*****Refund*****
Cancellation in Progress:

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

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


Within TAT :

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), 7-10 working days(credit card or debit card), 7 working days (UPI),
24 hrs (Snapcash) , 5-7 working days (ONDC)
comm: apology done//ask cx to wait//cx agree// cmn

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

Outside TAT:
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

Issue - Cx want to know his refund status//refund initiated on-
Action: req alreday raised//macro already shared// Status- Pending with Snapdeal and stages marked Esc to PG team
communication: Bank statement received //tat shared 24-48 hrs for update //cmn

*****Failed Transactions*****

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


Issue: payment deducted but order not confirmed//tat breached
Action: complaint raised// Macro shared
comm: apology done//asked cx to share the bank statement in pdf from //tat shared 24-48 hrs for update after receiving the bank statement // cmn

Issue - Cx want to know his refund status
Action: req alreday raised//macro already shared// Status- Pending with Snapdeal and stages marked Esc to PG team
communication: Bank statement received //tat shared 24-48 hrs for update //cmn

*****Fresh Complaint*****

RPU initiated on the same time
Issue(Level 3 remarks)-
#
Action Taken- 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
Issue(Level 3 remarks)-
#
Action Taken-return req raised//Info shared//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*****
Issue: cx wants to return the product(manual case)
Action: Info shared
comm: TAT shared 48 hrs for update regarding reverse pick up // CMN

*****Pick up Reschedule*****
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// cmn
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*****
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)*****
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*****
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 // cmn
Pick up boy name-
Pick up boy number-

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

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

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 //cmn

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 // cmn

*****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 // cmn cmn

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//cmn

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 // cmn

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 // cmn

*****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 // cmn


*****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 /// cmn

*****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 //cmn


*****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 // cmn

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// CMN

*****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 // cmn

*****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 // cmn

*****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// CMN

*****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 //cmn


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


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 -

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

*****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//CMN

*****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//cmn

*****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



ozonetel:
https://in-ccaas. ozonetel.com/toolbar_widget/index.html#dashboard-agent

C-sat Link:
https://docs.google.com/spreadsheets/d/1BxRRzdMkGF5-qtgwY5bj5ul_CCNyWVrkqxByt95pMKs/edit#gid=15901870

TAT SHEET :
https://docs.google.com/spreadsheets/d/1qu11RUsFjBPgFysRZRzPcXGWy88j9-CruFbs76kAUts/edit#gid=1154470807

OZONTEL LOGIN:

CUSTOMER- Snapdeal
AGENT ID- 50077
PHONE NO- 100574
PIN- 100

SNAPDEAL LOGIN
[email protected]
snapdeal@1234