Shipment Misrouted (New)

Opening : 

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

Scenario:- Seller called regarding the first pickup scheduled date crossed and shipment pickup got delayed.

System Check:-

1) Click on the link from the spark for AWB details or incase link not clickable.

2) Confirm Shipment details > Check Shipment status > Click on View details  > Click on Shipment TAB > Check EDD.

3) Check SR Tracking 

Apology Statement: "I am sorry for the inconvenience caused to you regarding this shipment".

Assurance Statement: "Dont worry, I will definitely help you regarding this issue".

Information:-

• L1 will Check revised EDD on ICRM & inform EDD to seller.

• If its faster to ship a new order than delivery of misrouted order than ask seller to ship another order and RTO the rerouted order.

• Provide refund for both  the freights

• L1will raise ticke to LOPS for whipment RTO and fill tracker to provide refund

BPOC team will check the tracker and provide refund to seller on the same day.

NUGGET TICKET CREATION 

• Select User :-                           Seller's registered emai id

• Channel :-                    LOPS Shipment Delivery 

• Channel Email :-                           NA

• Agent Assign :-                           As per SPOC List

• Status                                     :-                    Open

• Ticket Priority :-                           Low

• Subject :-                     Shipment Misoroute

• Body :-                            NA

• Private Notes :-                            NA

• Tags :-         As per Center

• Phone :-                           Calling number

• Source :-                           Phone / Chat 

• Type :-                           Complaint

• FCR :-                     NFCR

• Escalation Desk/ORM Tag :-                      NA

• VOC :-                             NA

• SR Issue Category         :-                           Shipment Delivery Delay

• Sub Category :-                           Delay in Shipment Delivery - Forward

• Issue Details :-                             NA

• Courier Name :-                             As per ICRM

• AWB Number :-                            As per ICRM

• Multiple AWB Number :-                           NA

• Multiple Case Scenario :-                           NA

• Shipment Status :-                           As per ICRM

• Jira Link :-                           NA

• KAM Action Flag :-                    NA