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1. We have launched 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.
2. Need to avoid ticket creation for POD disputes & use ICRM dispute button for DNR cases.
3. The agent will add notes to the existing “ops resolved” tickets in case the seller is calling for the same concern.
4. CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
5. Tickets should not be left open in case FCR tickets.
6. 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.
7. Ensure emails to be sent to the ED team along with assigning the tickets to the respective ED agent.
8. Recharge :
Sellers now have the flexibility to either choose the amount from the
drop down or add in multiples of Rs 200/500/1000/5000 in their Shiprocket
wallet.
9. We have updated our 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.
10. Hold script given below.
Hold Script -
If seller ask insist for the Senior
1st rebuttal
English:
Sir/Mam, I can surely transfer your call to my senior however ,they will also provide you the same resolution which Iamtrying to provide you.
Hindi:
Sir/Mam, Main aapki call apne senior ko transfer kar deta hunpar senior bhi aapko yehi resolution denge jo main aapko dene ki koshish kar raha hun.
If seller insist for the Senior, call be transferred to the Senior
Incase Senior is busy
English:
Sir/ Mam, currently seniors are busy in taking other seller’s call and this may take some time, can I arrange a call back for you, it will be done immediately upon the availability of the senior.
Hindi:
Sir/ Mam, abhi humare senior dusre sellers ke call mein vyasthai, is mein thodha time lag sakta hai, kya main aapke liyecall back arrange kar sakta hun, jaise hi senior free honge who aapko call kar lenge.
If Seller agree then arrange the call back and share the details with L-2 desk
If Seller do not agreed then
English:
Sir/Mam, surely you can hold the call while I check the availability of the senior and transfer the call, this may take some time. Incase the call gets dropped in between you do not have to worry as we will surely call you back.
Hindi:
Sir/ Mam, jaise hi humare senior available hote hain main apki call transfer kar deta hun, is mein kuch samay lag saktahai. Agar aapki call beech mein disconnect ho jati hai to chinta mat kijiyega hum aapko call back Karenge.
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