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1. 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.
2. Amazon Shipping 1kg, 2kg, 5kg on Shiprocket.
Who all can make a shipment?
· Any seller who has GSTIN invoicing enabled in Shiprocket settings and has GSTIN added for the locations.
What all is serviceable?
· Prepaid Order Amount <50k INR
· Prepaid (we will open COD soon once Amazon approves)
· Max Dimension 70*70*45 cm
· Min weight is 0.5kg
· Max weight is 18kg
· Only non-hazmat items
Mode: Surface
Note: Dangerous goods cannot be shipped with Amazon.
Label:
· Only thermal printing is accepted by Amazon
How are pickups generated for Amazon?
· Shipments created with Amazon get automatically scheduled for pickup, sellers don't have to generate pickup manually.
· Shipments are picked up in 2 slots and the same is displayed on seller panel during ship now:
· If shipment is created till 9:45am, the shipments are picked between 10 am-1pm
· If shipment is created till 12:45pm, the shipments are picked between 1pm-4pm.
3.Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.
4. The agents will fill in the "pipe drive" while assigning a lead to the sales team.
5. 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.
NDR Escalation Flow which now makes it mandatory for sellers to provide a valid proof for raising escalation in Action required and RTO tab. Once the seller raises an escalation, we will be doing manual calling from the call centre for validating from the buyer.
Please find the below new changes in NDR escalation :
Action Required: We have changed escalation CTA to a new one - Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation.
RTO :
Escalate option has been changed to Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation. Also, the fake attempt will be available only for 48 hours after the RTO has been initiated. Post which sellers won't be able to raise escalation on RTO shipments.
Action Requested :
The escalation logic has been changed as well. If an action was requested between 0000 hours - 1700 hours, then the escalate button will show after 2359 hours next day and if the request was raised after 1700 hours then the escalation button will show on D2 2359 hours.
Whatsapp communication to buyers:
Whatsapp communication for the buyers is active for all the sellers and we will be sending a whatsapp message to the buyers for taking the reattempt request.
3. Insurance process update-
How a claim will be processed & what would be required by sellers to proceed ?
The finance team will directly track all the insured shipments, if the shipment is lost or damaged the finance will collect the documents from ICRM and the courier company and inform the insurance company. The insurance company will validate the document/case and process the claim amount directly into the customer's account.
TAT for settlement:
Claims wherein claim value is <20k – Within 7 working days from the receipt of all requisites documents.
Claims wherein claim value is >20k – Within 10 working days from the receipt of the requisite documents & Survey Report.
4. Bluedart Activation Process -
No need to follow the tracker anymore(https://docs.google.com/spreadsheets/d/1fHbLHV3v0n8yQK6XyMN4cJ2FVsD_aUxdVwzGXZYOpM0/edit#gid=305768629) for Bluedart Activation request, just follow the below points:
a. Client has to upload the Undertaking document in the panel.
b. KYC and PAN is mandate for Bluedart Service
c. In the document, Address should be completed as mentioned in the
ppickup address of AadharCard (If KYC is manually verified).
d. In the document client has to update the same company name which client mentioned in the billing or shipping address in the panel.
e. PAN no. should be mentioned in the document.
5. Damage / Partial shipment process -
- As discussed there will be no change in the current process with the CS team except the speech related to Pre-shipment images/video & POD with negative remarks.
From Tomorrow, advisors will not insist on the pre-ship images/video & POD with negative remarks, they will only educate sellers that pre-ship images/video & availability of the POD with negative remarks will assist in the better investigation.
Further, the agent should keep the below points under this process-
The CS team will ask the seller to provide below information -
a. The CS agent will check the delivered date & time from ICRM panel
b. Pre-ship images / video (if available)
c. Current images/ video with AWB no. visibility with inner content
d. In case of Damage/ Partial – details like value & qty of missing/ lost content
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