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:
Important:
DNU is applicable for COD + prepaid shipments where the buyer confirms delivery.
Case 1: Shipment value is less than to 1000
BPR completed - L1 will mark the shipment as Delivered with DNU option from SSO ICRM and the ticket will be marked as FCR.
BPR_ Pending - L1 will request the seller to share the delivered product proofs with visible AWB details on WhatsApp/Email(ACR).
Proofs received on call - L1 will mark the shipment as Delivered after the proof validation with DNU option from SSO ICRM and the ticket will be marked as FCR.
Proof Not received on call- L1 will drop an ACR email to the seller and suggest seller to share the proof within 48 hours to avoid auto closure and case will be assigned to Customer Support Call Center (L2 Tracker will be filled) L2 Tag will be added in ticket, where:
L-2 will keep the ticket in their bucket for 24hrs and track the ticket to check if the seller has sent any evidence or not.
L-2 also needs to call the seller and try to take BPR (maximum 2 attempts).
If L-2 did not receive any evidence or was unable to get the BPR then post 24hrs, L-2 will assign the ticket to the LOPS team for further action and also send a fresh ACR to the seller asking for the evidence.
Case 2: Shipment value is 1000 or equal to 2000
BPR completed - L1 will request the seller to share the payment proof only (if paid online) on WhatsApp/Email(ACR) and assign the case to Customer support Call Center (L2 Tracker will be filled) with L2 Tag on ticket.
BPR_ Pending - L1 will request the seller to share the delivered product proofs with visible AWB details on WhatsApp/Email(ACR).
Proofs received on call - L1 will request the seller to share the delivery proofs with visible AWB details on WhatsApp/Email(ACR) and assign the case to Customer support Call Center (L2 Tracker will be filled) with L2 Tag on ticket .
Proof Not received on call- L1 will drop an ACR email to the seller and suggest seller to share the proof within 48 hours to avoid auto closure and case will be assigned to Customer Support Call Center (L2 Tracker will be filled) with L2 Tag on ticket, where:
L-2 will keep the ticket in their bucket for 24hrs and track the ticket to check if the seller has sent any evidence or not.
L-2 also needs to call the seller and try to take BPR (maximum 2 attempts).
If L-2 did not receive any evidence or was unable to get the BPR then post 24hrs, L-2 will assign the ticket to the LOPS team for further action and also send a fresh ACR to the seller asking for the evidence.
Case 3: Shipment value above 2000
BPR completed - L1 will request the seller to share the payment proof only (if paid online) on WhatsApp/Email(ACR) and assign the case to Lops Delivery Dispute with a resolution TAT of 7-10 working days.
BPR_ Pending - L1 will request the seller to share the delivery proofs within 48 hours ( to avoid auto closure) with visible AWB details on WhatsApp/Email(ACR) and assign the case to Lops Delivery Dispute.
- If BPR is not available (due to any reason)
Sir/Mam The buyer is not contactable right now, rest assured I have created a ticket, we will get this resolved and for that please share these details within 2 days else the ticket will be auto closed:
Inner content
Out packaging details with visible AWB
Payment proof (if it was a prepaid payment)
NUGGET TICKET CREATION
( if seller connected within 24 Hour)
Channel: Customer support call center
SR Issue Category: Shipment Delivery Dispute
Sub-category: Shipment physically delivered but status not updated
FCR: Yes
Buyer Response: No
Buyer Recording Link: NA
FCR or NFCR case Tag :- Shipment value in between ₹1 - ₹2000
Channel: Customer support call center
SR Issue Category: Shipment Delivery Dispute
Sub-category: Shipment physically delivered but status not updated
Buyer Response: Yes / No
Buyer Recording Link: NA / recording link if available
NFCR case Tag :- Shipment value is more than 2000
Channel: LOPS Shipment Delivery Dispute
Agent Assign: Auto Assign
SR Issue Category: Shipment Delivery Dispute
Sub-category: Shipment physically delivered but status not updated
Buyer Response: Yes / No
Buyer Recording Link: NA / recording link if available
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