Embedded Files
Opening :
Opening :
Good Morning/Afternoon/Evening Welcome to shiprocket. My Name is _. How may I help you?
Good Morning/Afternoon/Evening Welcome to shiprocket. My Name is _. How may I help you?
System Check :-
System Check :-
Copy link from SPARK & paste it in new tab / Click on Internal ICRM > Ask for AWB no. if unavailable.
Copy link from SPARK & paste it in new tab / Click on Internal ICRM > Ask for AWB no. if unavailable.
Note :-
SOP Implementation – “Mark DNU” Button Live on ICRM
The “Mark DNU” button is now live on ICRM. Please refer to the screenshot below.
If DNU button is not available, kindly perform a hard refresh using Ctrl + Shift + R.
COD Abuse (DNU)(L1 and L2 action updated
1. Seller calls on the same day as delivery:
Advise seller to wait till end of day (EOD) and check the status tomorrow.
2. Seller calls after 24 hours of Delivery:
If shipment value < ₹1000 L1 to take action:
Click DNU button on ICRM - Inform Seller that we have marked the Shipment Delivered and COD remittance will happen for the AWB as per the remittance plan.
Create FCR ticket and add BPR link, if UPI payment Screenshot is available, add in the private note of ticket
If shipment value ₹1000–₹2000 L1 & L2 action:
Confirm that we will treat the shipment as delivered
Create NFCR (Non-First Call Resolution) ticket for L2 to initiate DNU - add BPR and UPI Screenshot in the ticket
L2 Action: Click DNU on ICRM , after validating the BPR and Resolve the ticket
L2 will mark the case as FCR
If shipment value > ₹2000:
Inform seller that the Issue will be investigated as the shipment value is high.
Create NFCR ticket for LOPS, add BPR and UPI Screenshot in ticket; notify seller TAT is 7–10 working days.
If BPR not available:
Email seller requesting images (item, packaging with AWB, payment proof) → create NFCR (ACR) and assign to LOPS.
On Nugget:
Channel: LOPS Shipment Dispute
SR Issue Category: Shipment Delivery Dispute
Sub-category: Shipment delivered but not received by buyer
Buyer Response: Yes / No
Buyer Recording Link: NA / recording link if available
Important:
DNU is applicable only for COD shipments where the buyer confirms delivery.
Do not process DNU to change shipment status or for prepaid shipments.
Please check the attached sheet of DNU, audit the cases if they are marked correctly and share compliance report, for any clarification, please respond to this email thread.
NUGGET TICKET CREATION ( if seller connectes within 24 Hour)
Select User :- Seller's registered emai id
Channel :- Customer Support Call Center
Channel Email :- Auto Assign
Agent Assign :- As per SPOC List
Ticket Priority :- Low
Status :- Resolved
Subject :- Shipment Physically Delivered but Status not Updated Forward
Body :- NA
Private Notes :- NA
Tags :- As per Center
Phone :- Calling number
Source :- Phone / Chat
Type :- Complaint
FCR :- Yes
Escalation Desk/ORM Tag :- NA
VOC :- NA
SR Issue Category :- Shipment Delivery Dispute
Sub Category :- Shipment Physically Delivered but Status not Updated Forward
Issue Details :- NA
Courier Name :- As per ICRM
AWB Number :- As per ICRM
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- As per ICRM
Jira Link :- NA
KAM Action Flag :- NA
NUGGET TICKET CREATION If Shipment value is more than 2000
Select User :- Seller's registered emai id
Channel :- LOPS Shipment Delivery Dispute
Channel Email :- NA
Agent Assign :- Auto Assign
Ticket Priority :- Low
Status :- Awating Customer Response
Subject :- Shipment Physically Delivered but Status not Updated Forward
Body :- NA
Private Notes :- NA
Tags :- As per Center
Phone :- Calling number
Source :- Phone / Chat
Type :- Complaint
FCR :- NFCR
Escalation Desk/ORM Tag :- NA
VOC :- NA
SR Issue Category :- Shipment Delivery Dispute
Sub Category :- Shipment Physically Delivered but Status not Updated Forward
Issue Details :- NA
Courier Name :- As per ICRM
AWB Number :- As per ICRM
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- As per ICRM
Jira Link :- NA
KAM Action Flag :- NA
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