1. Weight Escalation :
To reduce the seller's grievances with regards to weight discrepancy raised on different channels, we have given sellers an option to raise a weight escalation for weight disputes which has not been resolved in their favour within 2 days of rejection. Maximum limit of escalation + re-escalation =
. ( How to raise weight escalation manual attached for reference)
Condition that needs to be fulfilled to raise weight escalation within the panel :-
1- Seller's weight dispute has been rejected.
2- Both Escalation and Re-esclation buttons will be active for 2 working days from the rejection date
3- Weight team will have to revert to the seller's query within 2 working days from the weight dispute date.
2. While raising any connection dispute case, seller should share below details for further investigation -
a.Date of shipment picked,
b.Count of total shipment picked up on that date.
c.All sign manifest copies for particular courier, if multiple Manifest generated.
d.FE Phone No.
3. The GST on seller's freight invoice will only reflect if the GST is added by following the below path -
Settings --> accounting details
Once the seller adds the GST in the SR panel then the same is reflected on his freight invoice from the next billing cycle. The agent should not guide for GSTIN process in such cases.
4. Ensure emails to be sent to the ED team along with assigning the tickets to the respective ED agent.
5. While escalating the cases to ED, the ticket assignment should not be changed by the L2 advisor if the ticket is already assigned to LOPS/FOPS or any other respective team.
6. Tickets should not be escalated without complete details.
7. Tickets should not be left open in case FCR tickets.
8.CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
9. POD dispute: Please refer to POD dispute panel for raising POD denial only DNR cases, avoid creating tickets on such scenario (i.e ticket 2655302 & 2657778 query raised at both ICRM & FD)
10. Ensure emails to be sent to the ED team along with assigning the tickets to the respective ED agent.