Engage FAQs

FAQs :

1. What is the process if seller wants to discontinue this service ?

Ans- We will try to retain the seller by sharing USPs, if still seller is adamant then we will take  the deactivation request with reason, share the TAT of 24-48 hours and assign the case to Channel - Customer support call center >> Agent - Rajan.

2. What will be the billing cycle and how deduction will happen ?

 Ans - Billing would be real time, Invoice would be shared on 7th of every month, and charges will be applicable based on service usage date not activation date ( after trail days completion )

 Invoice will be separate for SR Engage and SR freight ( Engage – 7th of every month and SR will be 10-15 & 16to 31st.)

3. Who will be the target seller and how are we going to cater to them ?

Ans. Target seller are the sellers doing 50 -100 no of shipments and for 100+ shipments KAM will pitch on call. Incase other than bronze seller approaches in CC ,agent will share USPs and route the seller respective KAM/assign ticket to KAM

4. How seller can apply for activation ? How can agent send the link to the seller to register ?

Ans. Seller will be able to activate the service via URL or can click on the link received on email

5. What needs to be done If an interested seller with less than 50 shipments is requesting for activation for SR Engage service

 Ans - Sir, we've seen that the customers with larger order volumes are the ones who are able to benefit from Engage. For smaller order volumes, we've seen that one-on-one communication with customers provides the best results in terms of RTO reduction and customer experience. If you'd still like to use Engage, please let us know and we can get it initiated on your account on special request. Highlight the Case to TL.

6. What are the mandate details to be fill at the time of registration ?

Ans-At the time of registration seller must fill complete details and mandate fields are :- Brand Name,Logo,company details and Website URL.

7. Seller has received an email and inquiring about what is SR Engage service ?

Ans-Agent will provide the USPs and suggest seller to open email

Email> Learn More>Landing page>SR Engage page will appear>Get started>update details>Sign up>Engage page

8. How seller can access panel after activation ?

Ans-Seller can switch from Shiprocket panel> SR Engage>Shiprocket panel.

9. What needs to be done if a Seller with 50+ shipment have not recevied any notification however is interested in activation

Ans. Agent will check the monthly shipment details from ICRM and raise the ticket ( Details will be provide once its finalized).

10. What will the process for API- Amazon shipments?

Ans- Same as other channels

11. What will be the login credential for SR Engage?

Ans- It will be same as it’s a “switcher”

12. What will be the validity to apply for the service link sent on email, if still seller is requesting for fresh email what needs to be done ?

Ans - There will be no validity for the link and agent can reshare the URL on email.

13. What is Facebook conversion API - Order delivery status, how will it work on Integration TAB ?

Ans- Seller can use his FB id to do promotions steps is shared in training module

The pixel integration will send back delivery status for all your orders to you FB pixel data. With that your entire customer journey will be tracked on FB, which will give you the option to optimize campaigns on the basis of delivery instead of only on purchase. Please allow data to collect for a month after the integration. After that you can test delivery oriented campaigns.

14. If seller has registered for SR engage however unable to use panel/unable to switch/page not appeared/order sync issue/Status mismatch to whom shall we raise and what will be the tagging /TAT?

Ans. Ticket will be raised to Tech Support and mail needs to be sent to AR Sir, pankit and manoj ( Details will be provide once its finalized) 

15. What will be charges for Engage service ?

Ans. This is Pre-ship service and verifications are available as:-

• WhatsApp - 

• IVR

• Manual calling – Charges will appear as outbound care charges as 12Rs  per connected calls

Default Engage Charges are 6.99+ GST per shipment

16.  Will Seller have an option to add any other payment gateway ?

Ans. No other gateway as of now, for COD to prepaid conversion seller will have 2 options PayU and RazorPay.

Seller can add details from Engage panel> Integration > Link your RazorPay or Link yourPayU account.

Once details are added seller needs to sent us an email to activate the same from backend ( Details will be provide once its finalized) 

17. Payment gateway-If seller faces any error, then to whom case should be escalated and what will be the TAT for resolution ?

Ans.Tech Support ( Details will be provide once its finalized) 

18. Buyer successfully completed the payment for COD to prepaid shipment however same is not reflecting to seller then who will resolve and what will be the resolution TAT ?

Ans- Tech Support (Details will be provide once its finalized) 

19. If seller is asking for any discount, then what will be the script for soft denial ?

Ans. Sir/ Ma’am, we're offering a Rs 3 discount on Engage pricing currently. The full price is Rs 7.99 per order which has been slashed to Rs 4.99 as inaugural price. 

20. What will be the TAT to do the payment for COD shipment online ?

Ans- Till AWB is generated, once its generated link will get expire

21.  Can a seller add validity on abandon card discount coupon ?

Ans.NO

22.  What is the criteria for good and bad address quality ?

Ans-Its is on artificial intelligence system that takes into consideration based on multiple parameters like-Pincode, house no, street name/number and city.

23. Are we going to give freight & engage refund to seller if shipment gets RTO due to non-serviceable zone?

Ans - Non-serviceable addresses automatically gets excluded from engage communication and billing.

24.  How to remove abandon cart coupon ?

Ans -Seller can disable it from the panel – Mail to be sent for tech list

25. Will there be any option to change message Template ?

Ans-No, right now we have only 2 templates, later we will give access to do the modifications in the template

26. Seller complaining for review mismatch for example- Bad address quality /Low RTO risk on panel

Ans -Agent will assign ticket to tech and share mail to all (Details will be provide once its finalized) 

27. What if the buyer is not available on WhatsApp?

Ans.If the buyer is not available on WhatsApp or does not respond on WhatsApp, an IVR call is initiated automatically to confirm orders. 

28. Will the merchant be charged for the orders even if the buyer has selected to cancel their order ?

Ans.Yes, WhatsApp communication is initiated as soon as an order is received in the Shiprocket panel, and all orders where communication has been initiated with a customer is billable at Rs 4.99 per order

29. Will seller be able to manually send a new message to the buyer?

Ans- Yes, you are free to chat with customers manually using the WhatsApp inbox. Manual messaging is allowed as per WhatsApp usage guidelines that can be found here

30.  Will the buyer be able to pay on the link after shipping the order?

Ans-Yes, for all COD orders, after the order confirmation and address verification, a COD-Prepaid discount offer will be made to the customer on WhatsApp. To enable this, you'll need to integrate your payment gateway with engage (via the integrations tab - last tab on the left menu)

31. Will the system automatically cancel the orders where the buyer clicks on 'cancel my order'?

Ans-No, a lot of our sellers would like to make a win back attempt on cancelled orders, so they're not cancelled automatically. You'll be able to see all canceled orders by clicking on "Order cancelation requested by buyer" on the home screen (Top right side of the home screen). You can cancel all the orders where a cancellation has been requested from here. Or if you run a win back attempt, and the order gets confirmed the status can be changed from the same screen. 

32. Can a seller send custom messages ?

Ans. Seller is free to send any custom manual messages to customers.For the templated messages customization is not possible today but it will be available soon.

33. Can Seller use different languages for messaging?

Ans-No, not yet. We are planning to have this option and will update seller for sure.

34. Can we use different brand logos for different channels under the same company ID?

Ans-No. Currently only one Whatsapp account can be associated with each Shiprocket account. 

35. Will we get detailed reports - how many IVR Calls, whatsapp msg, Manual calls were done ?

Ans-Not yet, will be available in the future  

36. The buyers profile section shows the orders which the buyer has received from our brand or from shiprocket?

Ans. Buyers profiles take into consideration all orders that have been shipped to the customer using the Shiprocket platform - by all sellers using Shiprocket. 

37. Does the information flow back to our platform ( shopify ) - like address updated and COD to prepaid?

Ans-Not yet,will be available soon

38. Do you collect NPS on behalf of merchants ?

Ans-Yes, once an order is delivered, a post delivery message is sent to the customer with a link to your NPS collection and feedback page. (Needs to be reworded slightly so they understand which NPS and feedback page we're talking about here).

39. Can we use the service only for COD orders?

Ans-No, Engage communication runs on all orders that come into the Shiprocket Panel. For prepaid orders the only pre-ship message that goes out is for address verification. This impacts (addresses corrected) on 2%-4% of prepaid orders. Also, a good customer experience with proactive communication on WhatsApp is important to turn these prepaid customers into repeat customers.    

40.  What will happen if the customer calls back on the virtual number assigned? Can it be forwarded to our support number?

Ans- It automatically gets routed to support

41. Please explain the Facebook conversion API integration for delivery ?

Ans-Using this integration you can send delivery events back to your FB data so that the full customer journey is tracked on FB (up till delivery instead of ending at purchase) and can be leveraged for campaign level optimization.    

42. Any limits for messages in manual queries?

Ans-No. No limits

43.  Any additional charge for abandoned cart and at what schedule is the message sent ?

Ans- No. The Pricing of abandoned cart is 10% of Order Value - Order Converted via Engage communication. (Min  Rs.30 and Max Rs. 120) 

44. Can we create multiple discount coupons?

Ans-Yes, you can. 

45. How many Notification/reminders will be sent to the buyer for order confirmation?

Ans-     

45. 1. 1. 1.  First Notification on WA

          2.  1st reminder after 45-60 minutes on WA

          3.  120 minute 1st  IVR  call

          4.  130–140 minute 2nd IVR call

          5.  150 minutes 3rd IVR call

          6.  Call from OB agent 3 attempts in 45minute

46.  What is Abondon Cart usage only for SHOPIFY

Ans- Abondan cart is additional free feature for seller from where seller can send the coupons in 2nd or 1st and 2nd both messages to buyer.

Seller will be able to winback the buyer and create order is Shiprocket panel and same will get replicate to engage panel and Engage journey will start.

For rest of the channels we are working and is in pipleline

47. No of msgs being sent to buyer for abandon cart?

Ans-1st message after 30minutes

2nd message after 24hrs then LOST

48. Can buyer get the WhatsApp number changed.

Ans- No

49. Will seller be able to update cancellation requested orders?

Ans. Yes, Seller can update the details manually from the panel if buyer has confirmed the order to seller manually and then engage journey will restart from the step it has paused

50. Can My Seller use multiple coupon at the same time ?

Ans- Yes, seller can add and enable multiple coupon at one time, however seller must ensure that the discount criteria should not be matched or merged.

51. Do we provide ODA services too ?

Ans- No

52. What is Duplicate Orders?

Ans-Duplicate orders helps to identify the COD order booked by buyer for the same product and it will help to have visibility on RTO prediction and reduction

SR Engage (CHAT) 

Query on Chat:- Seller showed interest in SR Engage

 Agent response:-

(First response)

We appreciate your interest in our new SR Engage product. Surely we will assist you

With SR Engage you can Improve & enhance the post-purchase experience for your customers through Whatsapp

SR Engage will help you to reduce your RTO rates

SR Engage helps you reduce the amount of manual calling efforts needed to confirm orders and addresses

Further, one of our product specialists will connect with you in the next 48hrs to provide you with a demo and showcase how Engage can help you.

(Last Response)

Kindly confirm, so that we can arrange a call back for you ( If seller confirms then arrange a callback and inform)

 Thanks for the confirmation, you will receive a call back within 48hrs.

Important :-

If you wanted to activate Self-WABA then below required details are mandatory for activation-

1. Verified Facebook Business Manager ID Business Info – You need to share Screenshot (mandate). 

2. WhatsApp phone number which needs to be configured for Self-WABA (same number should not be exiting with whatsapp count if yes, then please provide the new number). 

3. Once we activate the self waba on shared no.(abc), you will not be able to use the whatsapp on phone, it will run on desktop only. 

4. Contact person details for OTP verification  

Agent will share ACR mail to gather detail from seller which has mentioned above and ticket assignment is-