1. Ticket shall not be in "OPEN" stage unless assigned to the concerned team to get a solution on a NFCR ticket.
2. The ticket assigned to the LOPS shall contain every property required at the time of escalating the ticket (AWB/phone/email id/courier name/category/sub category etc).
3. The ticket shall be assigned to the team as per the escalation matrix.
4. The agent will share the case with the escalation desk through respective TLs in case of below mentioned scenarios-
a). If the seller has called more than 3 times in a day for the same concern.
b). If the seller threatens to write on social media or to the higher management of the shiprocket.
5. The agent shall pitch for the Csat in case (calls/chat) of the FCR case and the seller is happy with the resolution provided.
6. Postpaid module -
a). secured postpaid - In this module, the seller gets credit limit based on every shipment which gets refreshed at every midnight. The seller can use this limit for further shipments. This limit cannot be used to pay the invoice amount.
Shiprocket deducts the freight charges from COD amount of such shipments at the time of remittance and is termed as "deduction against freight".
b). Unsecured postpaid - In this case, the seller is given a pre limit to do the shipments and gets an invoice based on the shipment and billing cycle to pay for the freight charges that he has consumed from the given limit.
7. Cases to ED will be routed through only one individual's id and not through multiple ids. Further, the cases shall only go to ED in case the seller threatens to go on social media or becomes difficult to handle on the call or has called more than 4 times in a day.
8. Non fatal parameters have to be worked upon which includes call etiquette.
9. In case of damage, we will not commit any refund without investigation.