NDR SOP POST NUGGET

NDR SOP (NEW)

Opening :

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

System Check :-

1) Copy link from SPARK & paste it in new tab / Click on Internal ICRM (Ask for AWB no. in shadowfax cases)

2) Click on View details > Click on NDR tab > Check NDR raised date & Undelivered reason

3) Check action taken by Seller/Buyer

4) Check NDR Communication if seller enables the Delivery Boost Service

Seller Can take re-attemtp action via seller panel by below mentioned Path:-

Path :- Login on seller panel > Place cursor on shipment tab > Click on process NDR > Search AWB > Check actions column > Click on Reattempt / RTO

TAT will be 1-2 working days for further update after taking the BPR, as per nugget only.
If BPR is pending case will assign to LOPS along with the BPR Pending tag.

Buyer call post 8:30pm (NC)

Kindly note no buyer's should be taken on call post 8:30pm and if seller insists below script to be used on call:-

" I understand your concern Sir/ma'am, however as per TRAI guidelines and our policy, buyer calls can’t be arranged post 8:30 PM to ensure privacy, but don't worry I've escalated your concern to the courier team lets wait for their response by (mention TAT) "

BPR steps:-

TO DOs while taking BPR on call:-

a) Verify buyer's name,product details

b) Validate non-delivery (NDR) reason from buyer

c) Confirm if FE contacted or reached for delivery attempt.Inform attempt date and time.

d) Confirm if Buyer still ready to accept the " packed shipment " . ( deny in case future delivery is requested for more than 2 days delay/ open box delivery)

e) Confirm alternate mobile number and landmark.

f) Inform Buyer will receive a call from delivery reattempt

g) BPR call control should be on Advisor's hand and ensure less interference from Seller on the BPR call.

Actionables for NDR CB team

1. NDR CB team will try once to take BPR, incase of non-connectivity, NFCR to be raised to LOPS team with BPR pending tag in Nugget

2. If NDR CB team is unable to connect to Buyer and seller both, NFCR to be raised for delivery re-attempt. Inform the seller via email about non-contractibility and re-attempt request initiate.

Further assistance :-

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

Closing :-

Thank you for calling Shiprocket. Have a nice day

Ticket Tagging:-

Nugget Ticket for NFCR Cases (BPR Available)

Seller User:- Seller's registered emai id
Channel:- Lops NDR & RTO
Agent Assign :- Auto Assign
Ticket Priority :- Low
Status :- Open
Subject :- Reattempt Request RTO NDR
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 NDR & RTO
Sub Category :- Re-attempt Requested -RTO NDR
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

Nugget Ticket for NFCR Cases (BPR Pending)

Seller User:- Seller's registered emai id
Channel:- Lops NDR & RTO
Agent Assign :- Auto Assign
Ticket Priority :- Low
Status :- Open
Subject :- Reattempt Request RTO NDR
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 NDR & RTO
Sub Category :- Re-attempt Requested -RTO NDR
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

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