05 Dec 2022

1. we have launched now sellers to can send real-time updates of tracking messages to the buyers through Whats app.

Benefits for the sellers

-Increase buyer experience with Live Updates

-Reduce customer queries

-Get NPS feedback from buyers

Pricing Detail:

· Rs.0.99 + GST per tracking message.

Please refer screenshot for the activation

You can also try it yourself. Login to your seller panel account-> Go to setting-> Buyer Communication in Notification section-> Add your number and receive Whatsapp

Along with attaching the ppt for reference :

https://docs.google.com/presentation/d/1bj0a7Gfw9v0Ewwh9iUeK3Kp8n7WmubGRJHLnqgHHcvE/edit?usp=sharing

Also seller can activate this by clicking on Activate button

Once activated by default all the statused will be selected and will be charged 6.99 per order.

Sellers can choose which shipment status they want to send by simply selecting the status.

Also to deactivate seller has to click on "click here " link

and select the reason for deactivation.

2. This is to inform you that, in accordance with the latest IRDAI guidelines, PAN card numbers are now mandatory at the time of claim registration for all secured shipments.

Moreover, pan card details must be matched with the registered bank account no. which is updated on Shiprocket panel.

Since obtaining PAN card information is mandatory, we kindly ask for your assistance in this regard.

A Google Doc-"Pan Card Doc-SR Secured" has been created and shared with everyone to record these necessary details.

DOC link- https://docs.google.com/spreadsheets/d/1PoAmMWhkYY_rSXJUufHTiHFgQ46a_yJGpsGSfBQHwho/edit#gid=0

Note: None of the claims would be settled if Pan Card details are not available.

3. Inbound/ Chat team- manage Bronze, Nam_Bronze, Silver & Gold (if any calls lands at call centre)

Call/ Chat is managed by the CC team, incase of any escalation where CC L-2 team tries to manage the case and assign it to the Ops team then they will also tag ED team for the assistance. Once the case is resolved by the ED team and if any requirement arises where information of resolution needs to be shared with the seller then CC L-2 team call and update the seller, otherwise the regular process of Ops team sending the resolution response on NFCR tickets will continue as it is.

Cases raised by Management, if any case is raised by management and if the ORM team is tagged in the case (seller/ buyer has tagged Shiprocket on social media public platforms) then the ORM team will manage the case. In case there is no public tag then the case will be managed by the ED team.

4. In any escalation case ( social media threat/CEO threat or any other management threat), the case has to go to ED without fail with ED L2 tag on FD.

This is applied to all other tiers along with Bronze.

If the seller asks for a call back from KAM, a new FD has to be created and assigned to the KAM. Assign the tickets for KAM callback to their KAM's Name under the group and if the anyof the KAM's name is not available under that particular group then the same needs to be assigned to their respective TL's.

5. As previously stated, we are updating the ICRM left menu. As a next step, I'm sharing the updated left menu for each team below, which you can check and circulate among your team members for a thorough review.

Check the link below.

https://docs.google.com/document/d/1CktwVA4nO_IAusKFu5UWCB88GLYytzdTi0_GKUIsDyk/edit

6. Check the link below for the November product update.

https://www.shiprocket.in/blog/product-highlights-from-november-2022/