11 November 2021

1. Please find below PYK spoc & ticket properties to be selected while assigning the cases-

SPOC- Manasranjan Maharana

Ticket properties -

2. 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

3. 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)

4. 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).

5. Weight Escalation :

To reduce the seller's grievances with regards to weight discrepancy raised on different channels, we have given sellers an option to raise a weight escalation for weight disputes which has not been resolved in their favour within 2 days of rejection. Maximum limit of escalation + re-escalation =

. ( How to raise weight escalation manual attached for reference)

Condition that needs to be fulfilled to raise weight escalation within the panel :-

1- Seller's weight dispute has been rejected.

2- Both Escalation and Re-esclation buttons will be active for 2 working days from the rejection date

3- Weight team will have to revert to the seller's query within 2 working days from the weight dispute date.

6. NDR Workflow : Future delivery date Limitation : Seller or the buyer can choose the future delivery date from the NDR raised date as the per below logic-

1st attempt - reattempt for 3 working days .

2nd attempt - reattempt for 2 days

3rd attempt - reattempt for 1 day