[Seller Speak] Snapdeal query panel not enough; Disabling email query option was a mistake!

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The ecommerce competition is brewing and Snapdeal has chosen to win its seller’s hearts in order to overthrow its competitors. The online marketplace recently revised its seller policies and many sellers are happy with the latest changes. However, some flaws still remain with the way Snapdeal runs things.

To improve seller experience with the platform, Snapdeal introduced the Queries option on its Seller Panel. It serves as a seller support facility that tracks support requests. It is also a knowledge base so sellers can have common queries resolved immediately. Originally Snapdeal sellers could raise queries through emails at sellershelp@snapdeal.com.

Online seller ABC (name withheld on request) said they have disabled this feature and that was a mistake! The seller has been selling kids bloomers and thermals on Snapdeal for about 2 and a half years. His brand receives approximately 150 orders per month.

Seller ABC finds the Snapdeal seller query panel time consuming and a bit inconvenient. He believes limiting sellers to this means of query communication is ineffective.

Snapdeal sent an email to its online sellers in May, requesting them to raise queries only through the Seller Panel.

(Snapdeal email to online sellers)

(Snapdeal email to online sellers)

What’s wrong with the Query Panel?

The online entrepreneur ABC informed IOS about the following problems he faces with Snapdeal’s only way of raising queries:

Problem #1 – Time consuming

The Snapdeal queries panel isn’t unfriendly as such. It’s a bit more time consuming than it should be ABC informed us.

He said, “In order to raise a new query one has to open a question from the list of questions and in the solutions of that you need to look for the option ‘Not Satisfied Raise a Query’.”

Problem #2 – Missing information

The query panel does not show Snapdeal’s response to queries raised. “We received a notification about ‘return not accepted’ in our email account. When we tried to reply to the email it bounced back. We tried searching for the notification on the query panel but couldn’t find it,” mentioned ABC.

He also added that the option of emailing account managers was disabled by the ecommerce platform. That is the emails sent by sellers to Snapdeal account managers bounce back!

Problem #3 – No other means of raising queries

“You can call up Snapdeal and raise a query but when you need to attach the required files, you must use the panel! Also if you do call Snapdeal to raise a query they will ask you to use the query panel,” ABC said.

Problem #4 – Responses based on priority

When asked how long it takes to acquire a response from Snapdeal, seller ABC stated, “It depends on priority. For example, if the marketplace courier person has not arrived to pick up an order, we receive a quick response.”

Snapdeal seller support not very supportive?

Interestingly, when we spoke to another online seller, Vikas Jain, dealing with mobile, laptop and computer accessories, he had a slightly different take on the panel. He claimed to have no issues in handling the panel; however, he feels Snapdeal’s lack of response to queries is the real hassle.

Vikas has been using the query panel since February and has raised queries regarding,

  • Product listing
  • Payments
  • Ratings

He said, “It takes more than 44 days for a response. Most times the response is ‘we will follow up in 24 hours, 48 hour’ and so on. The response finally provided isn’t very satisfactory.”

Rooting for Snapdeal’s success?

According to online seller association ESellerSuraksha, most of the sellers in the association were very happy about the query panel. Sellers can easily work out their queries without having to wait for a response in most cases.

ABC believes Snapdeal looks out for its sellers. “We know Snapdeal is the only marketplace that thinks about its sellers and thrives to make things for us easier. But this decision of Snapdeal is a real setback for us in effectively communicating with them,” ABC said.

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16 Comments

  1. Sanjay Thakur Reply

    Sellers have been very very happy from the feedback I have been getting. They can find answers to most queries easily now without needing to speak to someone.

  2. Sanjay Thakur Reply

    All Sellers are happy now with the kind of prompt response and humble attitude of Snapdeal’s Team towards resolving the sellers problems. Sellers now feeling comfortable working with SnapDeal as any exclanation raised by Sellers is well taken care of by Team Snapdeal.

  3. Now a days Snapdeal became Lazy and selective.
    Some times I received reply within 2 hours of raising the ticket or not get reply for 15 or more days. Snapdeal is either lazy or selective; what to reply and what not to reply; their choice.

  4. Issue with return
    With new panel we are bound to raise query from panel itself when return product marked delivered in panel. But most of the time product delivered but shows in transit for 10-15 days.
    Then how we will raise query within 7 days SLA?

  5. Manoj B Reply

    Now a days Snapdeal became Lazy and selective.
    Some times I received reply within 2 hours of raising the ticket or not reply for 15 or more days. Snapdeal is either lazy or selective; to what to reply and what not to reply; their choice.

  6. Manoj B Reply

    With new panel we are bound to raise query from panel itself when return product marked delivered in panel. But most of the time product delivered but shows in transit for 10-15 days.
    Then how we will raise query within 7 days SLA?

  7. Manoj B Reply

    Recent incident with me is someone inside Snapdeal disabled my email so whenever I raise query my query gets bounced. I call customer care they told me technical problem in panel but my neighbor had no problem. After 20 days they replied to change my registered mail.
    But actually someone disabled my email and whole technical team not able to find real mistake and culprit who did this this thing.

  8. srujandee pvadde Reply

    Snapdeal became Lazy and selective.
    Some times I received reply within 2 hours of raising the ticket or not get reply for 15 or more days.
    Snapdeal is either lazy or selective;
    what to reply and what not to reply;
    their choice.

  9. ABC Reply

    Absolutely, Seller panel is not a appropriate place to raise query. U cannot attach more than three evidences. Moreover responses are too late and response is via Ticket I’d which when closed, u cannot see it there. Too bad.

  10. Snapdeal seller support is very poor and worst. Mostly, They have ready to give, copy-paste wale answers.
    Amazon is far better and genuine.

  11. Adithya K Reply

    Its true that they are avoiding the mails from Sellers and not dare enough to face the intentional mistakes they are doing with sellers.. WORST SERVICE BY SNAP DEAL

  12. I wish to sell online on Amazon, Flipkart, Snapdeal, Paytm, etc. Who will be responsible for the product imaging of the product I sell?

  13. Avnee Reply

    Apart from all this, their seller support specially dispute team is so much brilliant that they just remove ticket id from panel so that there is no record of that ticket in seller system.
    Yes, it happened with me, there was return dispute case in which support exe. was suppose to give me claim but he rejected it without knowing any fact. There were approx 14-16 mails exchanged in which I just asked him to call me back so that I can tell him my point of view and revert was kindly contact your Account Manager.
    And then when I explained case to account manager, he said nothing can be done and that particular ticket was removed from the panel.
    So, I mean SNAPDEAL- WHETHER OUTBOX ZINDAGI OR WHATEVER THEY ARE JUST TO MAKE MONEY FROM SELLER

  14. I am unhappy with Snapdeal Seller Support team too. We most of the time receive canned responses which make us feel un-human, robotic and irrelevant. Also, when we request to send us a human response they, once again send canned responses.

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