1. Damage / Partial shipment process -
- As discussed there will be no change in the current process with the CS team except the speech related to Pre-shipment images/video & POD with negative remarks.
From Tomorrow, advisors will not insist on the pre-ship images/video & POD with negative remarks, they will only educate sellers that pre-ship images/video & availability of the POD with negative remarks will assist in the better investigation.
Further, the agent should keep the below points under this process-
The CS team will ask the seller to provide below information -
a. The CS agent will check the delivered date & time from ICRM panel
b. Pre-ship images / video (if available)
c. Current images/ video with AWB no. visibility with inner content
d. In case of Damage/ Partial – details like value & qty of missing/ lost content
2. Bluedart Activation Process -
No need to follow the tracker anymore(https://docs.google.com/spreadsheets/d/1fHbLHV3v0n8yQK6XyMN4cJ2FVsD_aUxdVwzGXZYOpM0/edit#gid=305768629) for Bluedart Activation request, just follow the below points:
a. Client has to upload the Undertaking document in the panel.
b. KYC and PAN is mandate for Bluedart Service
c. In the document, Address should be completed as mentioned in the
ppickup address of AadharCard (If KYC is manually verified).
d. In the document client has to update the same company name which client mentioned in the billing or shipping address in the panel.
e. PAN no. should be mentioned in the document.
3. Please fill the below tracker for OTP based delivery activation from now on- (access given to Nitin.verma@shiprocket.com )
https://docs.google.com/spreadsheets/d/1SirZEGN574F-erlAG4L7s9_lvIaOwmid_FCyATWMRTU/edit#gid=0
4. The
tickets where seller asks for the plan upgrade, the agent needs to take
mentioned action:-
i. They need to ask about the registered Email ID of
the account that the seller needs to upgrade.
ii. They need to check the Email ID on WHMCS, about
the date when the plan was, or is going to expire.
iii. Then if the seller is on the LITE plan for 3 or
more months, then they can forward the ticket to me (Pankaj Grover), and if the
plan is about to downgrade in a few days or has downgraded within last 3 months,
then it needs to be forwarded to Gaurav Rana for plan
renewal.
5. Amazon Shipping 1kg, 2kg, 5kg on Shiprocket.
Who all can make a shipment?
Any seller who has GSTIN invoicing enabled in Shiprocket settings and has GSTIN added for the locations.
What all is serviceable?
Prepaid Order Amount <50k INR
Prepaid (we will open COD soon once Amazon approves)
Max Dimension 70*70*45 cm
Min weight is 0.5kg
Max weight is 18kg
Only non-hazmat items
Mode: Surface
Note: Dangerous goods cannot be shipped with Amazon.
Label:
Only thermal printing is accepted by Amazon
How are pickups generated for Amazon?
Shipments created with Amazon get automatically scheduled for pickup, sellers don't have to generate pickup manually.
Shipments are picked up in 2 slots and the same is displayed on seller panel during ship now:
If shipment is created till 9:45am, the shipments are picked between 10 am-1pm
If shipment is created till 12:45pm, the shipments are picked between 1pm-4pm.6.Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.
7.Damage status on ICRM :- if the ICRM has status damage in intransit & product is neither perishable nor fragile, almost 90% of the orders are connected for origin due to poor packaging issue but Damage status can not be changed if AWB has been billed or in post bill status. (need to make seller understand where seller raises query for damage claim in intransit. example ( agent shares status as order is moving to origin but damage status can not be changed due to damage status)
8.CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
9. Tickets should not be left open in case FCR tickets.