Delivered not Received (DNR)  OLD 

Opening :

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

System Check :-

1) Copy link from SPARK & paste it in new tab

2) Click on View details  >  Click on Shipment Tab > Check "Delivered on" date.

Inform seller about :-

I would like to inform you that if your shipment has been delivered but did not receive by you or your buyer then I request you to please take action on POD dispute from your shiprocket account. 

Path to raised the POD dispute from seller panel:

• Order > All orders > Search order by order id or AWB >  POD Details >POD Action> seller will select category as per issue.

You need to raise POD dispute from shiprocket account within 72 hrs. after delivery date of shipment . After raising pod dispute you will receive resolution within 10 working days. if you don't satisfy with the resolution then you can re-escalate POD Dispute within 48 hr.  from resolution date and team will provide resolution in 48 hr.

Path to check POD dispute  from ICRM:

• Escalation > POD Dispute > Search order by AWB > Check POD Actions>View POD history

Note:-

1. POD request panel has been disabled in Seller panel and ICRM - For any further queries Agent will assign ticket to LOPS team where agent will ask the intent of POD requirement and same  agent will update in ticket id.

2. POD dispute option can be enabled for sellers by us, if any exception needs to be done on out of TAT cases, but do not do after 5 days from the delivered date. 

It happens when the seller has missed the chance to raise a dispute from his panel, Now we can give an option to him by enabling this button.

Note - 

1. The packing and unpacking video of the shipment won't be a requirement criteria/ask to raise/accept escalations on delivery dispute cases.(FW&RTO). 

2. Only images must be shared by the sellers; videos are beneficial but are not required. 

3. The cases can be handled and resolved even without a video evidence shared by the seller but Images are must and seller need to share the same. 

Path to provide extension for POD dispute (ICRM) - 

Search AWB number >> View Details >> DT >> POD >> Enable delivery dispute action 

(Note - This POD extension is applicable for Green Sellers only)

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

Closing :-

Thank you for calling Shiprocket. Have a nice day.

Nugget Ticket (delivered but not received)

Phone number :- Calling number 

Email :- Seller's registered email id

FCR :- N-FCR

Issue category  :- Shipment Delivery Dispute

Sub category :- Shipment status Delivered but not Received to Buyer

Issue details :- Shipment status Delivered but not Received to Buyer

Type :- Query

Status :- Resolved

Courier Company :- Courier partner's Name

AWB Number :- Mention AWB(s)

Subject :- Shipment status Delivered but not Received to Buyer

Additional information :-           NA

Request for call back  :-           NA

Please enter your number :-               NA

Channel :- Customer Support - Call Center

Agent :- Pratibha

LOPS action :-         NA

FOPS action :-     NA

Tech support actions :-             NA

Name :-     NA

Description  :-     NA