Embedded Files
Check if seller connected or raised dispute within 72 Hours from the delivery date
Advisor Checks:-
If dispute has been rasied from panel then check the response from team on ICRM/Ticket and inform seller accordingly.
Check if shipment is OTP Verified or Non-OTP Verified from ICRM.
Information to Seller (Incase no Dispute raised on ICRM):-
Speak:
Sir/Ma'am, I am raising a complaint on your behalf regarding the shipment marked delivered on panel but not received in RTO, but will suggest you to check with your team, colleagues, family members or watchman/tower guard, if they received the shipment in place you.
I will suggest you to please wait for a maximum of 7-10 working days for the resolution as we will check with the courier partner for the best help.
Note:-
If seller approached after 72 Hours then add OSLA Tag in Ticket
Mark Case as RED SOS in case of Social/ Legal/ Management/ ChurnThreat
Advisor will raise an NFCR Ticket to LOPS.
Confirm if OTP was shared on call or on physical visit of the courier person ( incase shipment is OTP verified)
NUGGET TICKET CREATION
Select User :- Seller's registered emai id
Channel :- LOPS Shipment Dispute
Channel Email :- NA
Agent Assign :- As per courier
Ticket Priority :- Low
Subject :- Shipment RTO Delivered But Not Received to Seller
Body :- NA
Private Notes :- NA
Tags :- As per Center
Phone :- Calling number
Source :- Phone / Chat
Type :- Query
FCR :- NFCR
Escalation Desk/ORM Tag :- NA
VOC :- NA
SR Issue Category :- Shipment Delivery Dispute
Sub Category :- Shipment status RTO Delivered but not Received to seller
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
Delivery Dispute Type :- Delivered Marked but not received by Seller
Buyer Response :- NA
Buyer Recording Link :- NA
OTP Delivery Validation :- NA
Validation Proof Source :- ICRM /NA /Email
Red SOS :- Yes/No
Red SOS Reason :- Select as per seller voc
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