12 July 2022

1. Pickup:

>If the shipment is not picked up then we need to raise the agony escalation. Then the seller needs to wait for 24 hours for a pickup attempt.

It should be FCR resolved tickets.

>>If agony is raised more than 5 times then assign the ticket to the pickup team with a pvt note.

>If not an option to raise agony escalation after pickup escalation then attach the screenshot and note in the pvt note section.

2. DC address:

>If NDR remarks are ODA locations, then assign them to E1-Vineet.

>. If NDR remarks are other than ODA, like customer refused, wrong address, etc., then assign to E2, Group: NDR, Agent: Vaishnavi/As per spoc.

3. Order Report:

If the seller wants the order report for the last 1 year, then they can do it from the SR panel. If the client is asking for order records older than 1 year, please mail to bi_dwh@shiprocket.com, name: Swati Rastogi, and get this ticket solved.

On this point, we have solution as FCR, that seller can download the report yearwise, please find the snapshot for the reference,

4. KAM assignment:

>If KAM is working but the case is pickup/delivery/etc. then as per our process inform the seller and make the ticket as FCR resolved.

if any KAM is making any commitment for any exception then mention the same in pvt note and assign to KAm and email to KAM.

Also mention the ticket and KAM details in this sheet if giving any case to KAM:

https://docs.google.com/spreadsheets/d/1TK6CaJmCXuTnY1kXZRqbUKBI2fYFNggbt77762wOA8A/edit#gid=0

5. If seller saying data is being leaked:

Then ask for the number from which they/buyer received a fraud call and call recording (if possible).

6. Future pickup:

The seller can select the pickup for a later date (e.g., the day after tomorrow), and the status will be "pick up booked." So, if the pickup date comes within 24 hours, the status will change to "pickup scheduled."

7. Green Seller SOP:

If the seller receives wrong/damage/partial/empty/DNR case pls follow the process for the green seller.

If purple sellers raise the escalation on seller behalf if the seller did not raise the dispute from the panel and shred the images/videos on tickets.

8.This mail is to keep you updated that Ekart was experiencing some tech issue yesterday due to which pickups are hampered PAN India. Request you to handle escalations accordingly. Will ensure pickups today.

9.The courier partner name who does the quality check for reverse shipments is Xpressbees Reverse QC

QC Failed is a Final terminal status for ( QC pick up ) Freight will be refunded to the customer from the same status itself.

10. shiprocket.in/blog/product-highlights-from-june-2022/

Please click the link above for recent product highlights.

11. please follow the below points while handling L2 cases -

· Within TAT cases -

Within TAT cases --> threatens for social media/ management escalation --> fill ED tracker ---> mark case as FCR--No and assign the case to E2 in fresh desk.

In the ED tracker the case should be assigned to Anupama as she will treat such cases differently.

· L2 should not assign any cases to E1 and should assign all the cases to E2 ( matrix shared already with you all).

· No ticket should be assigned to E2 without filling ED tracker.

· No ticket should be assigned to E2 without adding an L2/ED tag.

· Important point related to Amazon Shipment delayed pickup cases -

Case - Delayed pickup

NPR reason - shipment not ready

The L2 agent will ask for shipment images to check if the label is pasted correctly. The L2 advisor will ask for shipment images with ACR mail to the seller as we do in case of damage cases. ( ticket to be assigned to Escalations-->Anupama).

@Tls please note this is specifically for L2 agents and not for L1 agents.

Reiterating the below points -

Team pls note while the ED team is trying hard to close all the cases which are highlighted by you , please ensure the above points -

12. Points to keep in mind while creating tickets for Rocketbox.

· Subject line should be correctly mentioned.

· Notes should be clear and understandable.

· Agents must add Tags : Rocketbox query

· Agent should select the correct issue category.

· AWB: mandatory in FD and in notes

· Agent has to set the priority : low

· Ticket assignment for

1. Sales: sakshi

2. Support: Taranjeet and Uzma

13. Clear and detailed notes should be there in the tickets.