COD Remittance- Out of TAT

Opening : 

Good Morning /Afternoon/ Evening Welcome to shiprocket. My Name is _. How may I help you?

 System Check :- ( Scenario COD amount query out of TAT) 

1) Copy link from SPARK & paste it in new tab / Click on Internal ICRM (Ask for AWB no. if unavailable)

2) Click on View details  >  Click on Shipment  >  Check delivered on date  >  Check remittance tab

Following checks are to be done by the advisors and if details are not visible then ticket to be raised to " Client Support- Finance Desk" team.

Checks are- 

1. Wallet balance should be +ve (in all linked accounts) 

2. COD should not be blocked for account and AWB no. 

3. Check the remittance plan and calculate the expected remittance date 

4. KYC/Bank details status 

5. Standard remittance time is 8 days from the delivered date and it would be MWF days only and early COD remittance will be as per the plan on working days, excluding sunday & holiday. 

3) Bank account verification & KYC verification 

4 ) Check remittance plan & remitted date 

5) Inform seller about :-

•  Delivered date of shipment 

• If the remittance is not credited and the TAT is crossed then the agent will follow the below speak -  Sir/ Ma'am, as I can check the remittance has not been credited in your account and the timeline has been crossed. I really apologize for the inconvenience you have faced. I am escalating the same to the concerned department & I request you to wait for 1-2 working days for further updates.

Further assistance :- 

Is there service related anything else I can help you with ?

Closing :-

Thank you for calling Shiprocket. Have a nice day

Nugget  Ticket

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              Customer Support Finance Desk

• Agent Assign :-                                                      Priya / Manisha

• Ticket Priority :-                                                      Low

• Status :-                                                                 Open

• Subject :-                                                               Remittance not Recieved

• Body:-                                                                    NA

• Private Notes :-                                                      NA

• Phone:-                                                                  Calling number

• Source:-                                                                 Phone / Chat 

• Type:-                                                                     Query

• FCR:-                                                                      NFCR

• Escalation Desk/ORM Tag :-                                   NA

• VOC :-                                                                     NA

• SR Issue Category:-                                               Cod Remittance

• Sub Category :-                                                       Remittance not Recieved

• 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

System Check :- ( Scenario COD amount Dispute)

• If seller contacted for the COD amount dispute wherein Seller received partial remittance on secured postpaid account and there is no information on ICRM. 

• If Seller complaints for partial remittance amount received or COD reversal then ,check COD remittance TAB in ICRM>Seller Info> comp id> COD tab> check COD reversal amount (if any) take CRF ID and check with us (Karuna or Abhishek for COD reversal AWB.