1. For pickup, agent will not raise any ticket on FD and will only raise Agony
Incase seller is adamant and asking for proof of escalation then only for pickup agent will raise ticket to meenu and Shruti and specify that Agony has been raised still seller is adamant hence raising the ticket
Action by agent - Agony and Ticket both.
2. For Delivery, agent will not raise any ticket on FD and will only raise Agony
Incase seller is adamant and asking for proof of escalation then only for delivery agent will raise ticket to respective carrier SPOC and specify that Agony has been raised still seller is adamant hence raising the ticket
Action by agent - Agony and Ticket both.
3.For any connection case,tickets will be raised to Vikas only.
4. In the case of International Shipments there is no RTO offered.
5. SR secure -
Secure High-Value Shipments
Now the seller can secure your high-value shipments at the time of order creation as well.
The seller can easily secure the shipment while creating an order if its value is more than Rs. 5,000, and the seller wishes to secure that particular shipment instead of all. In case the shipment is stolen, lost, or damaged in transit and the seller has opted for the shipment security, the seller will be eligible for a refund of up to Rs. 25,00,000.
Steps to opt for SR secure -
Step 1: Log in to the Shiprocket account and go to Orders → Create Orders.
Step 2: Create an order by entering buyer details.
Step 3: When entering order details, click on Yes, secure my Shipment under the Secure the Shipment heading.
Step 4: Choose pickup address and enter package weight.
Step 5: Fulfill all other details under the Other Details tab and click Add Order.
6.Add RTO option -
The seller can enter a different RTO address than the pickup address right from the mobile App. The seller can choose the existing address or add a new address (warehouse address) to receive the RTO shipments.
Steps to add RTO address -
Step 1: Log in to your account and go to More → Settings.
Step 2: Go to Pickup addresses and select the address against which you wish to add a new RTO address.
Step 3: Scroll down and tick the box Use Different Address as RTO address.
Next, the seller can either select a pre-existing address or add a new address.
7.Raise a Delivery Dispute for the Shipments Without asking for POD -
Now the seller can raise a delivery dispute with SR without asking for POD. If the shipment is not delivered or is delivered empty, partial, damaged, or improper, then the seller can file a dispute on our panel within 3 days of its delivery/RTO delivery/RTO acknowledged status without asking for a POD.
Steps to raise the dispute -
Step 1: Log in to your account.
Step 2: From the left panel, go to Orders → All Orders.
Step 3: You can raise a delivery dispute POD Actions Button.
However, there are no changes to the POD workflow, and the seller can still request a POD within 7 days for documentation and other purposes.
8. Manage Returns Easily With End-to-End Returns Management by Shiprocket -
Steps to activate return management -
1. Go to → Settings → Return Settings
2. Here, turn on the toggle for ‘Enable Buyer Return
3. Next, select the number of days upto which the customer can raise a return request
4. Following this, the seller can select the products he wants to determine as eligible for returns. The seller can either select all the SKUs or upload a list with the specific SKUs
How to Activate Refund Management
Go to → Settings → Return Settings
Select the toggle if the seller wants to allow refunds against COD and prepaid orders and determine the order status at which the refund will be processed.
Shopify sellers can choose an auto refund if they want to get the refund in the form of store credits.
9. How The Return Process Works
For non-Shopify sellers
Buyer request Return from Tracking Page → Accept/Decline your Return Requests → Schedule
Pickup for Returns → Process Refund Manually → Acknowledge Returned Product(s)
For Shopify sellers
Buyer request Return from Tracking Page → Accept/Decline your Return Requests → Schedule
Pickup for Returns → Process Refund Manually or via Shopify store credits → Acknowledge Returned Product(s) and Auto Restock.
10. Benefits of End-to-End Return ManagementSeamless Return Flow
The seller can process returns, refunds & restock from a single tab -
Quality Check
Enable Quality Check to ensure that all products are unused/unworn.
Auto Refund (For Shopify sellers)
Process Shopify store credits in one click
Auto Status Update (For Shopify sellers)
Get real-time updates on Shopify’s return and refund statuses.
Buyer Communication
Automated return status updates to your buyers via Email & SMS
1. Incomplete tickets should not be sent to FOPS/TECH/LOPS.
2. In case of connection dispute ask the seller to share the below mandates -
1.Date of pickup,
2.Count of total shipment picked up on that date,
3.Share all signed manifest copies for a particular courier, if multiple Manifest generated and picked on the same day
4.FE Phone No.
3. CSAT has to be pitched on every call wherein; the seller is satisfied with resolution and the case is FCR. For NFCR cases, no agent should pitch the CSAT.
11. Sales call handling -
The agent should educate the basics about the siprocket including plans mentioned on the website. The agent will not assign the case to the sales without informing the basics.
12. The tickets for warehouse concerns should not go to sales.
13. SR engage activation - The ticket should be assigned to prabhakar dutt under respective categories .
14. For WABA configuration follow the below process -
The agent should ask the seller to share the below requirements and should send an ACR email -
1. Verified Facebook Business Manager ID Business Info – Screenshot(mandate).
2. WhatsApp phone number which needs to be configured for Self-WABA (same number should not be exiting with whatsapp count if yes, then please provide the new number).
3. Once we activate the self waba on shared no.(abc), you will not be able to use the whatsapp on phone, it will run on desktop only.
4. Contact person details for OTP verification
In case, your Business Manager ID is not verified yet, please follow below mentioned steps:
· Verified Facebook Business Manager ID (Not Verified on Facebook? Learn how to apply for Facebook Business Verification here https://www.facebook.com/business/help/2058515294227817?id=180505742745347