15 Dec 2022

1. Changes in KYC unfreeze process.

This is to inform you that in order to strengthen the KYC checks, we have made a few changes related to the KYC unfreeze process and from now onwards, KYC change requests for New & Existing sellers won't be entertained except for the Individual ~ sole proprietorship KYC cases. ( Individual KYC to Sole Proprietor KYC or vice versa - Seller can upgrade or downgrade the KYC if same PAN card in KYC.)

Changing from 1 entity to another and overriding KYC details in our records creates issues in storing the data and manipulating records and also attracts legal or compliance issues.

Note: below are the sample cases, that won't be considered further for KYC unfreezing.

a. KYC change requests from an individual to Company or vice versa, won't be entertained or unfreeze as these are 2 separate entities.

b. KYC change requests from a sole proprietorship to Company or vice versa, won't be entertained or unfreeze as these are 2 separate entities.

2. We have made some changes in Freshdesk, please find the pointers mentioned below:

a. FCR- Yes

If we are giving complete resolution on response.

Status- Resolved

b. FCR-No

If we are assigning the tickets to the ops team.

Status- Open

c. FCR-ACR

If we are asking for any documents to resolve the issue.

Status- ACR(Awaiting Customer Response)

Note: We need to share the timeline when the seller can revert else the ticket/case will be closed.

Eg- For any query or any update regarding your current concern, kindly revert to us within 24-48 hours on the same ticket number. In case of a delay in response, the ticket will be closed.

d. FCR-Addressed

If we are sharing a future date or time to resolve the issue.

Status- FCR-Resolved

Please note:

1. While using FCR-ACR, the advisor will keep the ticket in their bucket for the next action after the seller replies.

2. If we are assigning the ticket to the ops team with ACR status, then FCR would be "No"

3. Please be informed that new changes to validate customer-driven NDRs and NPRs will be OTP verified.

This change will Go-live on 8th Dec Pan India.

Note:- Please keep sellers/buyers' numbers updated to have genuine remarks.

4. Ecom has live OTP delivery for both FWD & RTO shipments.

There are multiple scenarios where sellers are not providing negative remarks on POD where the packet is delivered in doubtful condition & claims are being rejected by the courier under "No negative remark/ OTP verified delivery".

So requesting all of you to keep informing the seller to update negative remarks on POD if the shipment is in doubtful condition.

Please refer to the process below:-

* Ecom triggers OTP during RTO delivery.

* If the shipment is in doubtful condition, Seller should ask for POD to mention negative remarks & accept the shipments

* If FE refuses to provide the DRS to mention negative remarks, Deny to accept & do not provide the OTP (Investigation will be process further on this)

Note:-

* No Dispute is eligible if the shipment is delivered without negative remarks or has OTP-verified delivery.