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
Group: Customer Support
Agent Name: Harshita Talwar
Priority: Low and Urgent (If the seller called on the last day of the weight discrepancy)