Opening : 

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

Scenario:- Seller called regarding the first pickup scheduled date crossed and shipment pickup got delayed.

System Check:-

1) Click on the link from the spark for AWB details or incase link not clickable { Copy link from SPARK & paste it in new tab / Click on Internal ICRM (Ask for AWB no. in  shadow fax cases) }

2) Confirm Shipment details > Check Shipment status > Click on View details  > Click on Shipment TAB

3) Check Pickup scheduled date and confirm with seller.

Apology Statement: "I am sorry for the inconvenience caused to you regarding this shipment".

Assurance Statement: "Dont worry, I will definitely help you regarding this issue".

Information:-

1. Confirm NPR (pickup delay reason from Pickup Exception TAB in ICRM) and ask if the mentioned reason is correct.

2. Confirm If shipment is ready with proper packaging and Labelling and request seller to share the packed shipment images with label on WhatsApp.

3. In case seller is not able to share on WhatsApp then suggest to share image on Email and assign the case to LOPS.

4. Ask who will handover the shipment to the courier person?

• • Incase seller and shipper are different - ask seller about the contact number and name of shipper and do a conference call with shipper.

Important checks (validations) to be done on call with seller/shipper and Call Flow as mentioned Below:

• • Shipment Status confirmation

  • Pickup Exception/NPR reason

  • Address confirmation for correct address or any update( addition of landmark or House and plot number)

  • Seller or Shipper confirmation (if shipper is different then do conference call and add recording in tracker)

  • Courier attempts ( if any pickup attempt done or any call received from courier for pickup)

  • 
    

Pickup TAT to be Shared( In case call received ):-

Before 1 PM : Ask seller to wait for same day EOD for the pickup attempt.

After 1 PM : Ask seller to wait for next day end (except sundays and holidays) for the pickup attempt.

Pro-active information:

1. I will request you to keep you shipment ready at the time of pickup with Label, Invoice and manifest.

2. Also, Make sure to get Manifest signed by courier person with Name, Contact number, Date and Number of shipments picked and keep Manifest to you as a proof for future reference.

Verbiage:-

1. "Sir/Ma'am, I have raised a complaint regading the urgent pickup and will request to wait for the pickup attempt as per the requested timeline (share pickup TAT again as mentioned above) and allow us time to arrange the same".

2. Also, do not forget to get manifest signed at the time of pickup.

Further assistance :- 

Is there service related anything else I can help you with ?

Closing :-

Thank you for calling Shiprocket. Have a nice day.

Nugget Tagging 

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              LOPS Shipment Pickup

• Agent Assign :-                                                      Auto Assign 

• Ticket Priority :-                                                      Low

• Status :-                                                                 Open

• Subject :-                                                               Delay in Pickup

• 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 Pickup

• Sub Category :-                                                      Pickup Required

• 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