09 July 2022

1. Pickup:

>If the shipment is not picked up then we need to raise the agony escalation. Then the seller needs to wait for 24 hours for a pickup attempt.

It should be FCR resolved tickets.

>>If agony is raised more than 5 times then assign the ticket to the pickup team with a pvt note.

>If not an option to raise agony escalation after pickup escalation then attach the screenshot and note in the pvt note section.

2. DC address:

>If NDR remarks are ODA locations, then assign to E1-Vineet.

>. If NDR remarks are other than ODA, like customer refused, wrong address, etc., then assign to E2, Group: NDR, Agent: Vaishnavi/As per spoc.

3. Order Report:

If the seller wants the order report for the last 1 year, then they can do it from the SR panel. If the client is asking for order records older than 1 year, please mail to bi_dwh@shiprocket.com, name: Swati Rastogi, and get this ticket solved.

On this point, we have solution as FCR, that seller can download the report yearwise, please find the snapshot for the reference,

4. KAM assignment:

>If KAM is working but the case is pickup/delivery/etc. then as per our process inform the seller and make the ticket as FCR resolved.

if any KAM is making any commitment for any exception then mention the same in pvt note and assign to KAm and email to KAM.

Also mention the ticket and KAM details in this sheet if giving any case to KAM:

https://docs.google.com/spreadsheets/d/1TK6CaJmCXuTnY1kXZRqbUKBI2fYFNggbt77762wOA8A/edit#gid=0

5. If seller saying data is being leaked:

Then ask for the number from which they/buyer received a fraud call and call recording (if possible).

6. Future pickup:

The seller can select the pickup for a later date (e.g., the day after tomorrow), and the status will be "pick up booked." So, if the pickup date comes within 24 hours, the status will change to "pickup scheduled."

7. Green Seller SOP:

If the seller receives wrong/damage/partial/empty/DNR case pls follow the process for the green seller.

If purple sellers raise the escalation on seller behalf if the seller did not raise the dispute from the panel and shred the images/videos on tickets.

8.This mail is to keep you updated that Ekart was experiencing some tech issue yesterday due to which pickups are hampered PAN India. Request you to handle escalations accordingly. Will ensure pickups today.

9.The courier partner name who does the quality check for reverse shipments is Xpressbees Reverse QC

QC Failed is a Final terminal status for ( QC pick up ) Freight will be refunded to the customer from the same status itself.

10. shiprocket.in/blog/product-highlights-from-june-2022/

Please click the link above for recent product highlights.