08 Dec 2022

1. We have made some changes in Freshdesk, please find the pointers mentioned below:

1. FCR- Yes

If we are giving complete resolution on response.

Status- Resolved

2. FCR-No

If we are assigning the tickets to the ops team.

Status- Open

3. FCR-ACR

If we are asking for any documents to resolve the issue.

Status- ACR(Awaiting Customer Response)

Note: We need to share the timeline when the seller can revert else the ticket/case will be closed.

Eg- For any query or any update regarding your current concern, kindly revert to us within 24-48 hours on the same ticket number. In case of delay in response the ticket will be closed.

4. FCR-Addressed

If we are sharing a future date or time to resolve the issue.

Status- FCR-Resolved

Agents are advised to use the correct "FCR" and "status" on the tickets from today onwards.

2. Please be informed that new changes to validate customer-driven NDRs and NPRs will be OTP verified.

This change will Go-live on 8^th Dec Pan India.

Note:- Please keep sellers/buyers' numbers updated to have genuine remarks.

2. Ecom has live OTP delivery for both FWD & RTO shipments.

There are multiple scenarios where sellers are not providing negative remarks on POD where the packet is delivered in doubtful condition & claims are being rejected by the courier under "No negative remark/ OTP verified delivery".

So requesting all of you to keep informing the seller to update negative remarks on POD if the shipment is in doubtful condition.

Please refer to the process below:-

* Ecom triggers OTP during RTO delivery.

* If the shipment is in doubtful condition, Seller should ask for POD to mention negative remarks & accept the shipments

* If FE refuses to provide the DRS to mention negative remarks, Deny to accept & do not provide the OTP (Investigation will be process further on this)

Note:-

* No Dispute is eligible if the shipment is delivered without negative remarks or has OTP-verified delivery.

3. 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 the 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.

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

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