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 Weight discrepancy
3) Check the following details (Applied weight, Charged weight, applied amount, charged amount & check courier remarks)
Inform seller about :-
I would like to inform you that , in weight discrepancy you have 7 days to accept or raise dispute on weight discrepancy, after raising weight dispute, your weight dispute get resolve within 5 to 7 working days from date of weight dispute was raised.
I would also like to inform you that if you do not take any action on weight discrepancy within 7 days from date of weight discrepancy then weight discrepancy will be auto accepted and excess weight charges will be deducted from your wallet and you will not be able to take any action on it further.
Scenario 1- If weight discrepancy accepted by seller.
I would like to inform you that , if you accepted weight discrepancy then excess amount of freight will be deducted from your wallet.
Scenario 2- If weight dispute raise by seller.
I would like to inform you that if you raise dispute against the shipment then you need to provide min 4 or max 5 mandatory images including scale measurement of length, breadth , height & Dead weight images on weighing scale within 7 days .
Path- Login your shiprocket panel > Go to left side of page & click on Weight Management> Click on all shipments > Search AWB /Use status filter option > Click on Accept/Raise dispute
If weight dispute accepted:-
I would like to inform you that if weight dispute accepted by courier , then no charges will deducted from wallet.
If weight dispute rejected:
I would like to inform you that if weight dispute rejected then your excess freight charges will be deducted from wallet .
After weight dispute rejection you can escalate dispute again within 2 working day from rejection date and resolution will receive in 24 to 48 hr . Also after escalation if your concern do not resolve then you can re-escalate weight dispute from panel within 2 working day from rejection date and resolution will receive in 24 to 48 hr
Scanerio 3- If you do not take any action on weight discrepancy-
I would like to inform you that if you do not take any action on weight discrepancy within 7 days from date of weight discrepancy then weight discrepancy will be auto accepted and excess weight charges will be deducted from wallet and you will not take any action on it further.
Proactive Info-
To avoid weight discrepancy issue in future request you to kindly upload shipment images in "Add Package Images" while creating shipment in seller panel.
How to avoid Weight disputes :-
We have weight freeze option :- We allow you to freeze the weight of individual shipment in order to reduce the weight discrepancies and hassle of getting it resolved.
You need to share the dead weight, dimensions, product images & package images from different angles while sending a request for weight freeze.
The frozen weight for that SKU's auto applied while assigning shipment and uploading charged weight.
Once the Weight freeze request is placed by you then it takes 72 working hours for approval and you can request multiple times for the same, if the request gets rejected.
Seller can opt for SR packaging from panel > Setup & Manage> create or buy packaging
Seller can check packaging product from Shiprocket website as well. https://packaging.shiprocket.in/
Suggest seller to use the catalogue feature and mention the details for each individual SKU in the catalogue.
Deadweight and volumetric weight must be measured after packing the shipment (with the product), measuring an empty packet will not help to avoid weight disputes. Post final measurements weight should be mentioned.
Select a courier as per the shipment weight, in case the shipment is 500gm and the Seller has selected a courier of 2kg weight then the seller will be charged for 2kg instead of 500gm, hence seller must select the courier-based the actual weight of the shipment.
In case the Seller has done a minimum 20 shipments and has less than 10% of weight disputes there are fewer chances of weight freeze request rejection.
In case the seller has more than 10% weight disputes and historical data presents the dispute closure in Seller's favour then also weight freeze request rejection chances will be less.
Weight freeze Path:-
Seller panel > weight management >all shipment>click on weight freeze >select SKU or product id > request weight freeze>Add Product & Package Details > click on request weight freeze.
Weight Panel>>Weight Freeze>>Export Product>>CSV File>>mention the details (like inner content, L*B*H in CM and dead weight in Kgs.)>>Click on Import product file and upload the file.
Click here for weight management FAQs:- Weight Management FAQs
Further assistance :-
Is there service related anything else I can help you with ?
Closing :-
Thank you for calling Shiprocket. Have a nice day
Nugget Ticket:-
Seller User:- Seller's registered emai id
Channel:- Cutomer Customer Call Center
Agent Assign :- Own Name
Ticket Priority :- Low
Status :- Resolved
Subject :- Seller asked for shipment weight dispute status
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:- Shipment Weight
Sub Category :- Incorrect weight entered on order
Issue Details :- Request for weight correction on order
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:- (If resolution TAT crossed)
This should be Applicable for all the tiers except Bronze
Seller User:- Seller's registered emai id
Channel:- Lops Weight
Agent Assign :- Anoop Trivedi
Ticket Priority :- Low
Status :- Open
Subject :- Weight Dispute not resolved
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 Weight
Sub Category :- Weight Dispute
Issue Details :- Weight Dispute not resolved
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:- (If seller unable to raise dispute)
Seller User:- Seller's registered emai id
Channel:- Lops Weight
Agent Assign :- Anoop Trivedi
Ticket Priority :- Low
Status :- Awaiting customer response
Subject :- Weight Dispute not resolved
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 Weight
Sub Category :- Weight Dispute
Issue Details :- Unable to accept or raise dispute
Courier Name:- NA
AWB Number :- NA
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- NA
Jira Link :- NA
KAM Action Flag :- NA
Find the weight slabs for respective couriers:-