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1.Please find the process for Self-WABA request,
Once received the request from client for Self-WABA configuration, ticket to be raise as per below information,
Ticket Properties:
FCR- Yes
Type- Request
Issue Category- SR_Engage
Sub Category- Self WABA
Status- Awaiting Customer Response (Reply to client first then change the ticket status)
Group: SR-Engage
Advisor Name: Ankit Singh/Apoorva Sharma/ Diganta Mukharjee(Select any one)
2. ED case assignment process -
The L2 agent will assign the case to the respective SPOC and will mail via ED tracker. Once the ED team starts working on the tickets, there will not be any properties change or assignment change. ( This goes for ORM cases too).
3. Scenario-
Seller is asking for a document to file claim to third party insurance -
COF will be shared in this case which will be shared by Sellerbilling after logesting confirmation should be more than 5000 confirmation required SR courier billing .
4. GST percentage calculation in invoice-
Service + 18 % tax
5. Seller is asking for ledger-
Please generate a ticket mentioning the duration required of the ledger, ledger will always be shared for 1 months back.
Ledger for any seller is available from the beginning.
6. Seller is asking for invoice to claim TDS -
Prepaid-
The client will pay TDS to the government on our behalf, the percentage of deducting TDS amount on a payment depends on the seller and his business module.
Client will receive TDS certificate from the government quarterly wise 4 times in a year, after receiving TDS certificate every quarter client will share TDS certificate with us and we will reimburse him the amount in his wallet or bank account as per his request.
7. PYK - premium pickup service offered by Shiprocket, below mentioned are the highlighted of this service-
· Extended Cut-off Time for Same Day Pickups and Collection Till 3 to 5 PM Based on Your Location
· Instead of Dealing with Multiple Field Executives, Coordinate with One Executive across all couriers.
· Also, the seller will be provided with Pickup Executive Name, Contact and Trackability in Real-Time Manner via text message.
· No Hassle of Sorting for Multiple Courier Provider, the SR team will do it for at courier Hubs
· Lesser Hassles and Operational Fatigue and reduce chances of disputes
·Single Pickup Manifest to ease the seller's documentation process and the same will be shared in soft format on the Seller Panel
·Detailed Pickup Failure Reasons with call logs, picture of the shipper premises and coordinates as validation.
8. Insurance process update-
How a claim will be processed & what would be required by sellers to proceed ?
The finance team will directly track all the insured shipments, if the shipment is lost or damaged the finance will collect the documents from ICRM and the courier company and inform the insurance company. The insurance company will validate the document/case and process the claim amount directly into the customer's account.
TAT for settlement:
Claims wherein claim value is <20k – Within 7 working days from the receipt of all requisites documents.
Claims wherein claim value is >20k – Within 10 working days from the receipt of the requisite documents & Survey Report.
9. About Shiprocket Fulfillment:
Shiprocket Fulfillment is a unique offering designed for eCommerce sellers looking to offer a delivery experience like Amazon and Flipkart to their customers via their own website or any other channels. It enables sellers to stock their inventory near the customer’s location for faster delivery of products.
Key Benefits of opting Shiprocket Fulfillment:
1. Faster delivery to customers
2. Lower freight cost
3. Reduction in weight discrepancies
4. Decrease in RTO because of faster product delivery
5. Amazon and Flipkart like delivery for a delightful customer experience
6. Focus solely on business growth and let Shiprocket Fulfillment handle your order processing efficiently
Currently, Shiprocket Fulfillment facility is based out of Bangalore, Kolkata, Delhi, Gurgaon and Mumbai.
On Mon, Nov 8, 2021 at 11:39 PM Prabhakar Dutt <prabhakar.dutt@shiprocket.com> wrote:
Dear Team,
Please find the briefing note for 9th November 2021-
1.Please find the process for Self-WABA request,
Once received the request from client for Self-WABA configuration, ticket to be raise as per below information,
Ticket Properties:
FCR- Yes
Type- Request
Issue Category- SR_Engage
Sub Category- Self WABA
Status- Awaiting Customer Response (Reply to client first then change the ticket status)
Group: SR-Engage
Advisor Name: Ankit Singh/Apoorva Sharma/ Diganta Mukharjee(Select any one)
2. NDR Escalation Flow which now makes it mandatory for sellers to provide a valid proof for raising escalation in Action required and RTO tab. Once the seller raises an escalation, we will be doing manual calling from the call centre for validating from the buyer.
Please find the below new changes in NDR escalation :
Action Required: We have changed escalation CTA to a new one - Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation.
RTO :
Escalate option has been changed to Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation. Also, the fake attempt will be available only for 48 hours after the RTO has been initiated. Post which sellers won't be able to raise escalation on RTO shipments.
Action Requested :
The escalation logic has been changed as well. If an action was requested between 0000 hours - 1700 hours, then the escalate button will show after 2359 hours next day and if the request was raised after 1700 hours then the escalation button will show on D2 2359 hours.
Whatsapp communication to buyers:
Whatsapp communication for the buyers is active for all the sellers and we will be sending a whatsapp message to the buyers for taking the reattempt request.
3. Insurance process update-
How a claim will be processed & what would be required by sellers to proceed ?
The finance team will directly track all the insured shipments, if the shipment is lost or damaged the finance will collect the documents from ICRM and the courier company and inform the insurance company. The insurance company will validate the document/case and process the claim amount directly into the customer's account.
TAT for settlement:
Claims wherein claim value is <20k – Within 7 working days from the receipt of all requisites documents.
Claims wherein claim value is >20k – Within 10 working days from the receipt of the requisite documents & Survey Report.
4. 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.
5. 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.
The 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
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