Weight Desk

If no weight dispute has been raised from seller panel, then suggest seller to raise weight dispute from panel and share the resolution tat of 7 working days.

If dispute has been raised already then we need to follow below mentioned SOP(For Bronze seller only):-

On weight dispute calls, please follow the checks below before assigning the ticket:

1. Status: Auto Accepted

•    Do not take any action on these requests and create an FCR ticket.

•    Inform the seller that we are unable to raise the issue with the courier as billing is closed.

•    If the seller gives any threats (e.g.,  Social media, Management, Legal, Churn), follow the escalation matrix and assign a ticket to the LOPs Weight - Anoop Trivedi and transfer the call to L2.

2. Status: Rejected/Closed

•    If the weight dispute is closed as per the SOP and the seller reaches out within 7-10 days of rejection, assign the ticket to the weight desk.

•    If more than 10 days have passed, Inform the seller that the TAT has been breached and create FCR Ticket.

•    If the seller gives any threats (e.g., Social media, Management, Legal, Churn), follow the escalation matrix and assign a ticket to the LOPs Weight - Anoop Trivedi and transfer the call to L2.

3. Status: Dispute Rejected/Closed, Accepted by Courier (within 10 days), In Progress, Discrepancy Raised, Dispute Raised, etc.

•     Inform the seller that we are escalating the issue with our team and they will receive a call within the next 5 business hours.

•     Create a ticket and fill in the ticket properties as follows:

•      Issue Category:  Shipment_Weight

•      Sub Category:  Weight Dispute

•      FCR: N-FCR

•      Channel: Customer Support 

•      Agent Name: Harshita Talwar

•      Priority: Low  and  Urgent (If the seller called on the last day of the weight discrepancy)