Check if seller connected or raised dispute within 72 Hours from the delivery date
Advisor Checks:-
If dispute has been rasied from panel then check the response from team on ICRM/Ticket and inform seller accordingly.
Check if shipment is OTP Verified or Non-OTP Verified from ICRM.
Information to Seller (Incase no Dispute raised on ICRM):-
Speak: Sir/Ma'am, I am raising a complaint on your behalf regarding the shipment marked delivered on panel but not received by buyer but will require buyer confirmation for the same to help you.
After Getting BPR on call:-
Speak: I will suggest you to please wait for a maximum of 7-10 working days for the resolution as the complaint has been raised from my side as per buyer confirmation and we will update you as soon as possible within the requested timeline.
Note:-
If seller approached after 72 Hours then add OSLA Tag in Ticket
Add BPR_ Pending TAG as well in case BPR is pending
Mark Case as RED SOS in case of Social/ Legal/ Management/ ChurnThreat
Advisor will raise an NFCR Ticket to LOPS.
Confirm if OTP was shared on call or on physical visit of the courier person ( incase shipment is OTP verified)
NUGGET TICKET CREATION
Select User :- Seller's registered emai id
Channel :- LOPS Shipment Dispute
Channel Email :- NA
Agent Assign :- As per courier
Ticket Priority :- Low
Subject :- Shipment Delivered But Not Received to Buyer
Body :- NA
Private Notes :- NA
Tags :- As per Center
Phone :- Calling number
Source :- Phone / Chat
Type :- Query
FCR :- NFCR
Escalation Desk/ORM Tag :- NA
VOC :- NA
SR Issue Category :- Shipment Delivery Dispute
Sub Category :- Shipment status Delivered but not Received to Buyer
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
Delivery Dispute Type :- Delivered Marked but not received by Buyer
Buyer Response :- Yes/No
Buyer Recording Link :- NA
OTP Delivery Validation :- NA
Validation Proof Source :- ICRM /NA /Email
Red SOS :- Yes/No
Red SOS Reason :- Select as per seller voc