1. If the shipment is marked as "RTO initiated" then the agent will not assure another delivery attempt.
2. If the seller is reluctant to understand, the agent will first check if the shipment is in the same destination city or not.
3. If the shipment is in the same destination city then only the agent can raise the case to the LOPS but shall not assure a successful delivery.
4. If the seller requests for the DC address under the "RTO initiated" case then the agent will first check if the shipment is in the same destination city or not. If the shipment is not in the same destination city then the agent will not cater the DC address request.
5. The FD ticket category should be as per the Q/R/C.
6. All the FD ticket properties shall be filled.
7. Assignment of cases should be done as per the escalation matrix.
8. The agent should follow the below link to educate the sellers on the current COVID situation -
https://www.shiprocket.in/blog/logistics-updates-corona-virus-outbreak/
9. Multiple Tag to be used while making tickets for multiple aebs for the same courier partner.
10. CSAT to be pitched on FCR calls/chats, wherein; the seller is satisfied with the resolution provided.
11. While assigning the case to the KAM, the agent should tag the case as FCR "No" and mark the ticket status as open.
12. If the KAM's case is already escalated to LOPS/FOPS/TECH then the agent will add the notes in the same ticket without changing the ticket assignment. If the seller is adamant on speaking to the KAM then the same shall be raised through an email.