Brief introduction:Snapdeal LMV Process

Data Transfer- Google spread sheet (from SD to partner)

Customer details will be shared by Snapdeal in Google spread sheet with customer issue. After that
co-ordinator will take the appointment from customer and will fix engineer visit.
Same will be filled in spread sheet.
TAT: TAT is 24 hrs to close all tickets.
T S Successful: When problem is resolved by engineer and customer is satisfied.
T S Successful but cx denied: When problem is resolved but customer is not ready to accept.
RPI: When problem is not resolved by customer. Mark ticket as RPI. Pack in Shrink pack and put
sticker on it.
3TCNR: When customer is not responding over call to give appointment.
Time slot to call: 11:00 am, 2:00pm, 4:00pm
Please inform to SD Poc that customer is not responding so that we can check before final closure.
Customer Refused: If customer dont want engineer visit.
OCL: If customer location is out of serviceable area.

2.Issue category details

FPD: Faulty Product deliver. All technical issue will come with this category.

Non-FPD

WPD: Wrong Product deliver-Did not receive what he ordered.

DPD: Damaged Product deliver: Scratched/damaged/Dented
UPD: Used product deliver: used Item
Other/Fake: Copy of original/others issue.

Engineers process pre-visit

Engineer must have ID card/Job Sheet/Shrink pack.

Should be neat and clean and well groomed
Will inform to customer before reaching the place.
Should have all details about the case.
Polite at the time of visit and not to pass any wrong/miss
communication/commitment to customer.
Follow the SOP which is shared by Snapdeal.
Should be aware to check Battery Health /IMEI codes.

Engineer process @ visit

Check Customer invoice copy.

Match device Model number with Invoice.
Check IMEI number 4 ways match: Invoice, Brand Box, Mobile Back panel, and Mother Board
(Dial: *#06#)

All IMEI should be match in FPD/DPD cases

Ask customer issue and provide resolution.

Job-sheet filling

Filling Job Sheet with complete details

Customer signature is mandatory.
Job Sheet will be created for all attempted tickets.

Engineers process post visit (communication to coordinator)

Update to co-ordinator about the case and its solution

Co-ordinator needs to update in Google Spread sheet.

CEO Escalation:

Social media cases to attend on top priority.

TAT: 6hrs(working)

Apple Process

Pro-active and more attentive for all Apple mobile/tab/ipad cases

All apple cases should be attempted. No OCL will be marked.
WPD/DPD/UPD/Others: will be closed after SD POC confirmation.
4 ways IMEI is mandatory to check
Check IMEI on Sim Tray on Iphone 6 series & above.

Note:

In NON-FPD: Pics is must to be captured by engineers. (Especially in Apple cases)

All engineers should be carry Testing SIM/Booster charger(will not provide by
Snapdeal)
All calls should be closed with in TAT.
No calls will be marked as reschedule without customer confirmation.
Delay in Call closure should be communicate to all customer and SD Poc
All status should be update in Google spread sheet.