1. POD request :- No ticket should be created for POD required. (All POD requests will be raised on ICRM by pressing the POD request button). As per revised SOP, if POD is not uploaded within 13 days from the POD required date, LOST is updated automatically *. (for example: ticket 2653318/ 2655141/2659156 & 2657044)
2.POD dispute: Please refer to POD dispute panel for raising POD denial only DNR cases, avoid creating tickets on such scenario (i.e ticket 2655302 & 2657778 query raised at both ICRM & FD)
3. POD dispute not raised on ICRM:- Need to avoid ticket creation for POD dispute & use ICRM dispute button for DNR cases (i e Ticket 2646488/ 2659395/ 2661090 created in FD but POD dispute button did not use)
4.Select correct category/ issue category for raising concerns :- Correct category/ sub category is to be selected for raising concerns. (i. e Ticket 2658716/ 2660744 had the query of damage/ partial product received but the query raised under "POD Denied/Investigation Required").
5.NDR validation on more than a month old case from RTO delivered date:- This is very challenging on confirming RTO reason & NDR validation on more than a month old cases from RTD date. So accept queries where cases are less than a month old.
6.Multiple selection scenario:- Need to select multiple AWB selections or multiple AWB tags for raising a query against more than an AWB. & wherever AWB count is more than 50 AWB's, the team will select multiple AWB selections or multiple AWB tags along with putting only one AWB in AWB field. This will help us to pick all AWB;s instead of a few cases.
7.Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.
8.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).
9. Logic Change for reattempt in NDR 3 attempt :
Current Logic:
Sellers can take reattempt action in ndr 3 rd attempt also.
New logic:
Sellers will no longer be able to initiate Reattempt (No Reattempt CTA) post 3rd attempt status. The seller can only initiate a fake attempt, re-escalate( post-initiation of fake attempt), RTO, and contact the buyer.