NPR Flow

Opening :

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

Inform seller about the following :-

Sir/Ma'am , I would like to inform you that NPR is a feature that helps you to take action via Whatsapp/IVR/SMS/Email once the pickup of your shipment gets failed due to any reason. 

 You will be having 3 options in NPR once the shipment pickup gets failed :-

• Re-attempt

• Escalation (with escalation reason)

• Cancel Pickup Attempt (Order will not get cancelled)

Proactive Information :- 

1. At the moment NPR is raised by courier you will be notified at the same time via WhatsApp and Email.

2. If no response is received via Whatsapp or Email then you will receive an IVR call post 60 minutes.

3. If no response is received on the IVR Call, WhatsApp reminder will be sent 30 min post IVR call.

4. If no response is received on WhatsApp reminder, 2nd IVR Call will be triggered post 60 min of WhatsApp reminder.

5. If no response is received on the 2nd IVR call, data will be sent to the call center after 30 min. ( Not activated -In progress)

Further assistance :-

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

Closing :-

Thank you for calling Shiprocket. Have a nice day

FD Ticket

• Seller User:-                                                         Seller's registered emai id

• Channel:-                                                              Customer Support Call Center

• Agent Assign :-                                                      Pratibha

• Ticket Priority :-                                                      Low

• Status :-                                                                 Resolved

• Subject :-                                                               NPR Query

• Body:-                                                                    NA

• Private Notes :-                                                      NA

• Phone:-                                                                  Calling number

• Source:-                                                                 Phone / Chat 

• Type:-                                                                     Query

• FCR:-                                                                      Yes

• Escalation Desk/ORM Tag :-                                   NA

• VOC :-                                                                     NA

• SR Issue Category:-                                               Other

• Sub Category :-                                                      Other

• 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

FAQs :

1.How many Notification/reminders will be sent to the seller for action on NPR?

Ans- 

1. At the moment NPR is raised by courier you will be notified at the same time via WhatsApp and Email.

2. If no response is received via Whatsapp or Email then you will receive an IVR call post 60 minutes.

3. If no response is received on the IVR Call, WhatsApp reminder will be sent 30 min post IVR call.

4. If no response is received on WhatsApp reminder, an 2nd IVR will be triggered post 60 min of WhatsApp reminder.

5. If no response is received on the 2nd IVR call, data will be sent to the call center after 30 min. ( Not activated -In progress)

2.What if the seller does not receive an IVR call?'

Ans- It can be due to Incorrect Address/Vendor Shifted / Inaccessible premises.

3.What is a pickup ID?

Ans- Pick up ID is a unique alphanumeric ID associated with shipments scheduled to be picked up in a day by a single parent courier partner from the same location.

Pick up ID is based on: Pickup address; Parent Courier; Pickup time before or after cut off.

Shipments following a unique combination of above 3 will merge in one pickup ID or else will create a new pickup id.

Please check below document for detailed information regarding NPR:-