1. The notes while escalating the cases to LM/FOPS/Tech should be clear and specific.
2. If the SR account is suspended and the seller requests for the downgrade, the agent will educate the path to downgrade from the seller panel.
3. Further, if the seller is unable to downgrade from the SR panel then the agent will ask for the screenshot of the "error" under ACR ticket and the ticket will be assigned to FOPS "Ashish".
4. The agent will check the ticket history before creating a new ticket.
5. In the "payment not updated" cases, the agent will ask for the payment screenshot from the seller under ACR ticket and will assign the case to the FOPS with the plan name mentioned in the ticket.
6. Imp points pertaining to tech queries-
There are 3 reasons for order not sync - 1. If Channel is Amazon, only the self-ship order will be synced. 2. If Channel is Shopify, only unfulfilled / Unshipped status orders will be synced else not. 3. Other Channels, ask the client to check the status of order sync, channel activation status and Shiprocket account should not be Suspended or Terminated.
7. Client has to integrate the channel or API with the shiprocket panel, then shipping charges and courier serviceability will be visible in the website.
For this activation we have an internal api for Woocommerce only and for their client can use the external api.
8. Once the order gets synced, if any changes happen with order details on the website, same changes will not be reflected in the on SR Panel, client can do the changes manually if till ready to ship status.