15 June 2022

PNR SOP Update:-

Note:-

Any case missed in X4 or NC in X5 will be non-eligible for further dispute and will be closed accordingly if raised on Panel or ticket

Note:- POD request panel has been disabled in Seller panel and ICRM - any further queries will be routed via CS where they will ask the intent of POD requirement and will accordingly raise query in Dispute panel basis of TAT defined.

2. Please be informed we are deactivating BlueDart Courier from the Mumbai location of QuickPick due to performance issues with the Bluedart side.

With this change, from tomorrow onwards all shipments which are going to be assigned to BlueDart courier from the attached list of sellers, will be picked up directly by Bluedart courier. Please keep the seller posted on the same.

Refer attachment for deactivated Pincodes.

Note:- Prior to deactivating Bluedart courier, we will be communicating sellers via Email and SMS on their registered Email address and contact number.

3. Shyplite FAQ

1. What is the status of my

a) Existing in-transit shipments

b) Status of already raised tickets

c) What will happen to my wallet balance

Ans - For all the existing shipments booked at Shyplite

For the current status of of already raised Tickets

For you wallet balance related queries

Kindly contact with Shyplite Support team on their Helpline (9643318580) or you contact them over the Email on (support@shyplite.com)

2. Why is my business being moved to Shiprocket/ why is my Shyplite account being terminated?

Ans - This is an outcome of the strategic business agreement entered-in by both Shiprocket and Shyplite recently.

To ensure smooth continuation of logistic operations for all sellers, Shiprocket will provide dedicated help and support the way you have been getting till now.

3. What will be the new SOPs or SLAs after moving to Shiprocket?

Ans -Shiprocket's standard policies and SLAs will apply. (Call to be managed the way it is done for new Shiprocket sellers)

For full details or any query, please login to the Shiprocket's panel

If the seller asks for a written document- kindly tell him that mail will be sent to their registered email id by our team. An agent will fill the tracker and raise FCR tickets.

4. What will be the freight that I will be charged by Shiprocket?

Ans - You can login to the Shiprocket's panel to look at the current rates that shall be levied. - (Call to be managed the way it is done for new Shiprocket sellers)

If seller insist for better or other plans

To enquire about our premium paid plans for better pricing, please reach out to your KAM

For Non-KAM sellers, Pipedrive to filled for the sales team to share the best plans-TAT of 24hrs to be given

5. Will I get account management support at Shiprocket?

Ans - Shiprocket assigns account management basis prevailing shipment volume trends of the seller- (Call to be managed the way it is done for Shiprocket sellers)

If the seller insists for the KAM even the current volume is not as per the Shiprocket eligibility- data on Mail to be shared with Abhinav Nigam for the assessment clarity, post which written revert to be sent to seller.

6. What is the email ID if the Seller wants to write to us?

Ans-If sellers want to write to us than they can do on the below-mentioned mail ID

support-shyplite@shiprocket.com

7. Tagging will be done in the following path: Issue Category --> Others --> Sub Category--> Shyplite Queries

8. An agent can refer to the sheet while communicating with Shyplite Seller, have this saved in the agent’s system

9. Incase Seller requests for KAM assignment, Sales-plan related (fill pipe drive too)& Documented email from us for SOP ( raise FCR ticket too) below tracker needs to be filled and shared with Prabhakar. -

https://docs.google.com/spreadsheets/d/18VWSfH3tsNWE1IGyJL9foYgEGTl0s5MkUskECJEhXEI/edit?usp=sharing - Ensure to fill the 2^nd sheet with the name- Shiprocket Company IDs “ Column -K,L & M”

10. Please find the issue category and group selection below for shyplite cases.

4. Proceed to run the pilot for a testing phase of 10 days in which Tech will be notified to keep the process on standby and disable seller facing trigger for POD request.

Meanwhile, it is expected that Sellers will raise tickets for such queries and need to be accordingly handled by the CS team by confirming intent of POD request - whether for PNR/PRD scenario or simply documentation purpose.

· Seller concern for PNR/PRD - accordingly divert query to the dedicated panels built in ICRM (Delivery dispute) as per timeline of 72 hrs from Delivered date.

· If Seller simply wants POD for documentation without any claim - ticket to be created under Group - POD Required >> Issue category - POD Requested >> Sub category - FWD/RTO/Return POD required.

Above will be helpful in monitoring surge under this bucket over the testing phase which could give insights towards the further course of action.

We would monitor the surge in tickets for POD requests for a period and will resync on the process feasibility to disable it further if no major impact is observed.

*PNR: Package not received.

*PRD: Package received dispute(wrong,empty,partal,damaged)

5. Please find the SPOC list link below, and assign tickets accordingly.

https://docs.google.com/spreadsheets/d/1ZI7y9xiPV8ZrNSNWBqwlYRveLfi544hfhkUC6oduCzg/edit#gid=0

6.Assign Rocketbox support tickets to Taranjeet and Uzma(new joinee) only under Rocketbox support group.

7.Earlier, Engage was priced at Rs 4.99/order, inclusive of GST. But, now, there is a change in the pricing structure of SR Engage;

For all the new onboardings with non-custom pricing, it has been revised

for the full package - from Rs 4.99/order (inclusive of GST) to Rs 4.99/order + GST

for post-ship only - from Rs 2.99/order (inclusive of GST) to Rs 2.99/order + GST

for pre-ship only - from Rs 2.99/order (inclusive of GST) to Rs 2.99/order + GST

For new onboardings with custom pricing, a minimum capping has been put below which an approval of Amit/Atul will be applicable.

For the full package - Rs 4.49/order + GST

For post-ship - Rs 2.49/order + GST

For pre-ship - Rs.2.49/order + GST

The above pricing changes have been executed from the tech infrastructure & the digital communication perspective today itself. So, any new sellers onboarding now will come at the new pricing which is as above.

I'd request you all that whenever you're pitching to your respective sellers, please share the pricing information as per the above structure only.

Going to connect with you all offline as well for any clarifications needed.

8. Weight Freeze:

Weight Panel>>Weight Freeze>>Export Product>>CSV File>>mention the details (like inner content, L*B*H in CM and dead weight in Kgs.)>>Click on Import product file and upload the file.

9. Package Freeze:

Weight Panel>>Packaging>>Create new Package>>

Here the seller needs to mention the SKU for packaging freeze.

Please note: These package dimensions will be considered for calculating the volumetric weight of the shipments that are shipped using this package and containing the mapped SKUs. Also, in packaging the volumetric weight should be higher or equal to dead weight and dead weight should not be more than volumetric weight.

TAT for Weight Freeze and Package freeze is 5-7 working days.

10. Reverse shipment creation:

As of now the issue 'Weight limit exceeds' has been resolved by the tech team as it was a tech bug.

However, for the maximum weight limit in reverse shipment we are in touch with tech and we will update you soon.

11. SR engage:

Engage>>Search with Comp id

Engage : Active

Sync : Active

If both are active then engage is active.

If Engage is active and sync is inactive then the seller needs to activate engage.

12. If auto KYC fails then the seller can upload KYC manually only.

13. If manual KYC fails then seller will get rejection email, and seller can upload KYC with correct set of documents instantly.

14.Here are the updated pickup cutoff timings for a few courier partners –

Ecom Reverse – 6 AM

Shadowfax Reverse – 10 AM

Xpressbee – 11 AM

Ecom Express – 11 AM

Blue Dart – 11 AM

DTDC – 11 AM

FedEx – 11 AM

Delhivery – 11

All Delhivery 10kg & 20kg Orders – Pickup will be scheduled the next day

Delhivery Reverse – Pickup will be scheduled the next day.

15 .sellers are getting Emails from aramex regarding kyc pending, ask sellers to upload the kyc documents by clicking on the link given in aramex email.