1. Process flow for connection dispute cases as per Seller and courier agreements with us -
a).Seller should raise any connection dispute case within 72 hrs of shipment handover to courier.
b). Seller needs to take below details on Manifest copy-
Total shipment count handover
FE signature & phone number.
Date of shipment handover.
C).Case may get rejected if any correction or manimulation found on manifest copy.
d).If shipment handover count and courier picked up count get matched, case will stand resolved at first level itself(LOPS side).This incident will be considered as shipment interchange case.Courier pick up shipment on count bases and cant match AWB with Manifest.
2. While raising any connection dispute case, seller should share below details for further investigation -
a.Date of shipment picked,
b.Count of total shipment picked up on that date.
c.All sign manifest copies for particular courier, if multiple Manifest generated.
d.FE Phone No.
3. The GST on seller's freight invoice will only reflect if the GST is added by following the below path -
Settings --> accounting details
Once the seller adds the GST in the SR panel then the same is reflected on his freight invoice from the next billing cycle. The agent should not guide for GSTIN process in such cases.
4. Ensure emails to be sent to the ED team along with assigning the tickets to the respective ED agent.
5. While escalating the cases to ED, the ticket assignment should not be changed by the L2 advisor if the ticket is already assigned to LOPS/FOPS or any other respective team.
6. Tickets should not be escalated without complete details.
7. Tickets should not be left open in case FCR tickets.
8. CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
9. 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)
10. Ensure emails to be sent to the ED team along with assigning the tickets to the respective ED agent.
11. Hold script :
If seller ask insist for the Senior
1st rebuttal
English:
Sir/Mam, I can surely transfer your call to my senior however ,they will also provide you the same resolution which Iamtrying to provide you.
Hindi:
Sir/Mam, Main aapki call apne senior ko transfer kar deta hunpar senior bhi aapko yehi resolution denge jo main aapko dene ki koshish kar raha hun.
If seller insist for the Senior, call be transferred to the Senior
Incase Senior is busy
English:
Sir/ Mam, currently seniors are busy in taking other seller’s call and this may take some time, can I arrange a call back for you, it will be done immediately upon the availability of the senior.
Hindi:
Sir/ Mam, abhi humare senior dusre sellers ke call mein vyasthai, is mein thodha time lag sakta hai, kya main aapke liyecall back arrange kar sakta hun, jaise hi senior free honge who aapko call kar lenge.
If Seller agree then arrange the call back and share the details with L-2 desk
If Seller do not agreed then
English:
Sir/Mam, surely you can hold the call while I check the availability of the senior and transfer the call, this may take some time. Incase the call gets dropped in between you do not have to worry as we will surely call you back.
Hindi:
Sir/ Mam, jaise hi humare senior available hote hain main apki call transfer kar deta hun, is mein kuch samay lag saktahai. Agar aapki call beech mein disconnect ho jati hai to chinta mat kijiyega hum aapko call back Karenge.