1. The notes while escalating the cases to FM/LM/FOPS/Tech should be clear and specific.
2. If the SR account is suspended and the seller requests for the downgrade, the agent will educate the path to downgrade from the seller panel.
3. Further, if the seller is unable to downgrade from the SR panel then the agent will ask for the screenshot of the "error" under ACR ticket and the ticket will be assigned to FOPS "Ashish".
4. The agent will check the ticket history before creating a new ticket.
5. In the "payment not updated" cases, the agent will ask for the payment screenshot from the seller under ACR ticket and will assign the case to the FOPS with the plan name mentioned in the ticket.
6. Call transfer scenario -
The call has to be transferred real time to the "senior agent" when the seller asks for a transfer. If the senior is not available then the agent will not quote "senior is not available" . The agent will rather say that the senior is on call with a different seller.
7. The sellers can 'Escalate' from the Shiprocket panel if their weight disputes are rejected.
This will help sellers in raising their concerns over rejected weight discrepancies and save their efforts of going to Fresh-Desk to create tickets.
1- The escalation button will be active only when the seller's dispute has been rejected.
2- Both Escalation and Re-escalation buttons will be active for 2 working days.
3- If the seller is unable to take action within 2 working days, the Escalation button will be disabled.
4- Seller will have 2 working days to revert to any query asked by the Weight team.
5- Weight team will have time of 2 working days to revert on their queries.
8. The agents will fill in the "pipe drive" while assigning a lead to the sales team.
9. FOPS points -
1. Type of invoices we send to the seller-
Freight,Subscription,early cod, Warehouse ,Packaging (manual invoices Penal and Duty Charges)
Freight invoices are billed twice a month 1st billing from 15th-16th 2nd Billing 28-30.
For first billing data is picked from 12th for 2nd billing from 25th - whichever awb's has crossed final status +7 DAYS are eligible for billings and gets billed in these two cycles.
2. Seller is asking for GST invoice-
The seller has enabled GST invoicing, while he has not configured the GSTIN per state. In this case, the billing is happening on the pickup address as configured in the system while GSTIN is missing because it has not been configured under GSTIN invoicing.
For your reference the way system work currently is mentioned below-
State Wise billing -
- If GSTIN invoicing is ON, it will always pick the pickup location and the GSTIN configured under GSTIN invoicing section
- Billing address-If GSTIN invoicing is OFF, it will pick the Billing address and the GSTIN configured in Accounting and Bank details.
There are 2 ways to solve this issue, either the GSTIN invoicing should be set to Off, or the GSTIN invoicing should have GSTIN configured at state level.
10. Seller is asking for invoice to claim TDS -
Prepaid-
The client will pay TDS to the government on our behalf, the percentage of deducting TDS amount on a payment depends on the seller and his business module.
Client will receive TDS certificate from the government quarterly wise 4 times in a year, after receiving TDS certificate every quarter client will share TDS certificate with us and we will reimburse him the amount in his wallet or bank account as per his request.
11. Seller is asking for ledger-
Please generate a ticket mentioning the duration required of the ledger, ledger will always be shared for 1 months back.
Ledger for any seller is available from the beginning.
12. Seller is asking for a document to file claim to third party insurance -
COF will be shared in this case which will be shared by Sellerbilling after logesting confirmation should be more than 5000 confirmation required SR courier billing .
13. GST percentage calculation in invoice-
Service + 18 % tax
14. 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).
15. 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.
16. 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.
17. For any connection case,tickets will be raised to Vikas only.
18. Ticket assignment for lost TAT crosses will be assigned to FOPS, to check if the amount is initiated from their end.
19. Refund in green seller category and TAT in days EDD+5 days has been breached if amount is less than or equal to 5000 then assign the ticket to prabhakar dutt and initiate refund. If the amount is above 5000 rupees assign the ticket to LOPS claims.