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DNR Reverse/Return - Shipment Retrun Delivered But Not Received to Seller

Check if seller connected or raised dispute within 72 Hours from the delivery dat

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 Return delivered on panel but not received to you.
But, I will suggest you to check with your team, colleagues, family members or watchman/tower guard, if they received the shipment in place you.

If seller denies for the above point, then inform:

I have raised the complaint regarding your issue.
I will suggest you to please wait for a maximum of 7-10 working days for the resolution as we will check with the courier partner for the best help.

Note:-

If seller approached after 72 Hours then add OSLA Tag in Ticket
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

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