DNU - Shipment Physically delivered but status not updated

Opening :

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

System Check :-

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

Note :-

Advisor will confirm the delivery date from the seller

If the seller connects within 24 hour after the delivery than advisor will suggest the seller to wait for 24 hours for the status update.

If the seller connects After 24 hour after the delivery than advisor will take BPR and assign the case to LOPS.

Check dispute already raised on panel/ticket

i) Confirm if payment mode is prepaid or COD?

ii) If Prepaid- Inform seller to wait - Need TAT

iii) If COD confirm amount and raise dispute

Inform seller to provide beow proofs:-

1. In case status Undelivered/RTO NDR/RTO Initiated - Images of item received + PKG with visible AWB (optional since buyer may have thrown/handover to DA for better claim acceptance) by buyer and payment proof (Required if done via UPI)

2. In case RTD - Images of item received + PKG with visible AWB (optional since buyer may have thrown/handover to Delivery agent) by buyer and payment proof (Required if done via UPI) ADDITIONALLY required Seller proofs of wrong item delivered to Seller (images showing incorrect item with visible AWB)

Scenerio - 1

If the BPR is available and all required images and proofs (regarding the DNU) are valid for shipment value is less than Rs. 5000.
we will request the seller to wait for 3 working days (after case assignment to LOPs) for a status update. Once the status is updated, the amount will be credited according to the COD Remittance plan.

Scenerio - 2

If the BPR is available and all required images and proofs (regarding the DNU) are valid for shipment value is more than Rs. 5000.
we will request the seller to wait for 7-10 working days (after case assignment to LOPs) for a status update. Once the status is updated, the amount will be credited according to the COD Remittance plan.

Send ACR email to seller to share online payment proof within 48hrs.

NUGGET TICKET CREATION ( if seller connectes within 24 Hour)

Select User :- Seller's registered emai id
Channel :- Customer Support Call Center
Channel Email :- Pratibha
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 seller connectes after 24 Hour)

Select User :- Seller's registered emai id
Channel :- LOPS Shipment Delivery Dispute
Channel Email :- NA
Agent Assign :- As per SPOC List
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

Report abuse