Shiprocket SOP - Delivered to buyer But status not updated Forward L2/Dispute Advisor

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Shipment Physically Delivered to buyer but Status not Updated- (L2/Dispute Desk Advisor)

Check Briefing for any sync issue.

Check if Seller has already reverted to the ACR ticket- if not suggest to share on WhatsApp and send WhatsApp message from Spark. Also, add notes to the existed ACR ticket.

i) Confirm if payment mode is prepaid or COD?

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

iii) If COD ask for proofs and raise dispute

Take Buyer on conference call and ask buyer ..

i) Confirm shipment AWB & paid amount

ii) Confirm COD payment mode - Cash or UPI ( Ask for SS if UPI)

iii) Deny for investigation if buyer fails to share the SS for online payment

Proofs required:-

1. In case Status UD/RTI - Images of item received + PKG with visible AWB (optional since buyer may have thrown/handover to Delivery agent 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 FE) 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).

Note:-

If the BPR is available and all required images and proofs (regarding the DNU) are valid for shipment value 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.
Case needs to be highligted for the status update to the Rahul [with AWB, Ticket ID, Payment Mode (in case of COD) and LOPs assignment date].
For shipment value more than Rs. 5000 case will be assigned to lops and TAT will be 7-10days.

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