Buyer Desk Helpline Scripts and FAQ's

Opening - Welcome to Shiprocket, My Name is (Advisor name), how may i help you ?

FAQ 1. What is the buyer helpline number  and how to validate Buyer details ?

Ans – 9953853080.

Validation options from Buyer:-

1.       AWB number

2.       Name

3.       Mobile number

In absence of above details agent can ask for

1.       Product Name

2.       Product Value

3.       Email id

4.       Address

FAQ 2. What will be the resolution TAT ?

Ans- 7 working days (including Saturday)

FAQ 3. Buyer approached CC after 72hrs of shipment delivery

Ans- Soft denial is to be given on call.

Please Note :- 

Scenario 1  

Wrong/Damage/Empty/Partial issue 

Action :- 

Sir/ Ma'am I would like to inform you the contact details of seller as you need to connect with them and raise a dispute regarding Wrong/Damage/Empty/Partial shipment issue. (Share the seller's contact information (email id ) from ICRM with Buyer) 

Tagging will be FCR-Resolved 

If Buyer insists on support from SR or complains that seller is not helping at all (Buyer is raising dispute within 72 hours of shipment delivered) – Sir/ Ma'am, I would like to inform you that, I am sending an email on which you need to share the Inner content Images, packaging images with visible AWB number & Unboxing Video If available so that we can proceed with further Investigation.   

Tagging - Agent will create an ACR ticket if reported within TAT (72 hrs. from delivered date) and assign the ACR case to - LOPS as per process.

• Resolution TAT - 7 working days. 

• Investigation will start after proofs are received (within 48hrs)

• In case a dispute is raised beyond 72 hrs. TAT – Soft denial and FCR 

Scenario 2 

Poor Quality Product, amount difference is observed and buyer complained for fraud and fake product 

If Buyer has contacted Seller for issue faced - YES/NO 

• If Yes- Suggest buyer to seek follow-up with seller.

• If NO - Share Seller contact no. from ICRM for raising dispute – FCR

• If Buyer insists for support from SR  – Check issue reported within TAT (72 hrs. from delivered date) - Create ACR ticket in Channel– fraud and snatching with issue details - images to be requested from buyer to support the claim

• WhatsApp number to be captured in case buyer don't have email id, inform concerned team will connect in 48hrs for proofs

• Inform TAT for 2 working days for progress update 

Confirm if the update was received from Seller - Yes/NO 

• If Yes- Suggest buyer to seek follow-up with seller.

• If  No-  Check issue reported within TAT (72 hrs. from DLVRD date) - create ACR ticket in Channel– fraud and snatching with issue details - images to be requested from buyer to support the claim

• WhatsApp number to be captured in case buyer does not have an email id, inform concerned team will connect in 48hrs for proofs

• Inform TAT for 2 working days for a progress update 

The buyer raised a dispute with the Seller and both were in constant touch however later Seller stopped responding and TAT is breached 

• Create ACR ticket in Channel– fraud and snatching with issue details - images to be requested from buyer to support the claim

• WhatsApp number to be captured in case buyer do not have an email id, inform concerned team will connect in 48hrs for proofs

• Inform TAT for 2 working days for progress update not for resolution 

Nugget Tickets (Incase of Wrong/Partial/Damage/Empty Shipment Received to Buyer and N-FCR ticket needs to be created) :

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              End User Support

• Agent Assign :-                                                     Shiva 

• Ticket Priority :-                                                      Low

• Status :-                                                                 Open

• Subject :-                                                               Wrong/Partial/Damage/Empty Shipment                                                                            Received to Buyer

• Body:-                                                                    NA

• Private Notes :-                                                      NA

• Phone:-                                                                  Calling number

• Source:-                                                                 Phone / Chat 

• Type:-                                                                     Query

• FCR:-                                                                      N-FCR

• Escalation Desk/ORM Tag :-                                   NA

• VOC :-                                                                    ( Mention seller and advisor VOC )

• SR Issue Category:-                                               Shipment Delivery Dispute

• Sub Category :-                                                       Wrong/Partial/Damage/Empty Shipment                                                                            Received to Buyer

• Issue Details :-                                                         NA

• Courier Name:-                                                        NA

• AWB Number :-                                                       NA

• Multiple AWB Number :-                                          NA

• Multiple Case Scenario :-                                        NA

• Shipment Status :-                                                  NA

• Jira Link :-                                                               NA

• KAM Action Flag :-                                                  NA

Note:-  

In case of return or replacement advisor will request buyer to connect to seller to whom product has been purchased.

Nugget Ticket ( Incase of Poor Quality Product, amount difference is observed and buyer complained for fraud and fake product, if N-FCR ticket needs to be created):- 

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              End User Support

• Agent Assign :-                                                     Shiva 

• Ticket Priority :-                                                      Low

• Status :-                                                                 Open

• Subject :-                                                               Poor Quality Product/ amount difference

• Body:-                                                                    NA

• Private Notes :-                                                      NA

• Phone:-                                                                  Calling number

• Source:-                                                                 Phone / Chat 

• Type:-                                                                     Query

• FCR:-                                                                      N-FCR

• Escalation Desk/ORM Tag :-                                   NA

• VOC :-                                                                    ( Mention seller and advisor VOC )

• SR Issue Category:-                                               Shipment Delivery Dispute

• Sub Category :-                                                      Shipment Delivery Dispute

• Issue Details :-                                                         NA

• Courier Name:-                                                        NA

• AWB Number :-                                                       NA

• Multiple AWB Number :-                                          NA

• Multiple Case Scenario :-                                        NA

• Shipment Status :-                                                  NA

• Jira Link :-                                                               NA

• KAM Action Flag :-                                                  NA

Nugget Ticket (if FCR ticket needs to be created):- 

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              End User Support

• Agent Assign :-                                                     Shiva 

• Ticket Priority :-                                                      Low

• Status :-                                                                 Resolved

• Subject :-                                                               Wrong/Partial/Damage/Empty Shipment                                                                                   Received to Buyer

• Body:-                                                                    NA

• Private Notes :-                                                      NA

• Phone:-                                                                  Calling number

• Source:-                                                                 Phone / Chat 

• Type:-                                                                     Query

• FCR:-                                                                     Yes

• Escalation Desk/ORM Tag :-                                   NA

• VOC :-                                                                    ( Mention seller and advisor VOC )

• SR Issue Category:-                                               Shipment Delivery Dispute

• Sub Category :-                                                       (Mention as per scenario)

• Issue Details :-                                                         NA

• Courier Name:-                                                        NA

• AWB Number :-                                                       NA

• Multiple AWB Number :-                                          NA

• Multiple Case Scenario :-                                        NA

• Shipment Status :-                                                  NA

• Jira Link :-                                                               NA

• KAM Action Flag :-                                                  NA

Note:- 

While adding notes in Nugget advisor need to follow below notes disposition:

• • Seller VOC -

  • Advisor VOC -

  • Number of time seller reported in CC -

  • Risk factor:-  

  • (High/ Medium/Low as per Buyer VOC and advisor observation.)

Advsior need to mention the priority of the concern while creating Nugget ticket.