1. The team will follow the new pickup escalation process as per DT as briefed today. (PPT attached).
2. 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.
3. 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.
4. The agents will fill in the "pipe drive" while assigning a lead to the sales team.
5. 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.
3. 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.
4. 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.
5. 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 .
6. GST percentage calculation in invoice-
Service + 18 % tax
7. 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).
8. 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.