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 :-
1) Copy link from SPARK & paste it in new tab / Click on Internal ICRM (Ask for AWB no. in shadow fax cases)
1) Copy link from SPARK & paste it in new tab / Click on Internal ICRM (Ask for AWB no. in shadow fax cases)
2) Click on View details > Click on Shipment section
2) Click on View details > Click on Shipment section
3) Check 1st EDD
4) Check Updated EDD
5)Check Courier Remarks
6) Check Tracking
Scenerio 1: If updated edd is available & tracking is also updated
Resolution = Suggest the seller to wait till new edd and create a FCR ticket
Scenerio 2: If updated edd is available but tracking is not updated
Resolution = Create an NFCR ticket to LOPS team & share the TAT of 1-2 working days
Scenerio 3: If updated edd is not available but tracking is updated
Resolution = Create an NFCR ticket to LOPS team & share the TAT of 1-2 working days
Nugget Tagging (FCR Cases )
Nugget Tagging (FCR Cases )
Seller User:- Seller's registered emai id
Channel:- Customer Support Call Center
Agent Assign :- Own Name
Ticket Priority :- Low
Status :- Resolved
Subject :- Delay in Shipment Delivery
Body:- NA
Private Notes :- NA
Phone:- Calling number
Source:- Phone / Chat
Type:- Query
FCR:- Yes
Escalation Desk/ORM Tag :- NA
VOC :- NA
SR Issue Category:- Shipment Delivery Delay
Sub Category :- Delay in Shipment Delivery - Forward
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
Nugget Tagging (NFCR Cases )
Nugget Tagging (NFCR Cases )
Seller User:- Seller's registered emai id
Channel:- LOPS Shipment Delay Delivery
Agent Assign :- As per the courier
Ticket Priority :- Low
Status :- Open
Subject :- Delay in Shipment Delivery
Body:- NA
Private Notes :- NA
Phone:- Calling number
Source:- Phone / Chat
Type:- Query
FCR:- NFCR
Escalation Desk/ORM Tag :- NA
VOC :- NA
SR Issue Category:- Shipment Delivery Delay
Sub Category :- Delay in Shipment Delivery - Forward
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
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