1. Tickets shall not be in the "OPEN" stage unless assigned to the concerned team to get a solution on a NFCR ticket.
2. The ticket assigned to the LOPS shall contain every property required at the time of escalating the ticket (AWB/phone/email id/courier name/category/sub category etc).
3. The ticket shall be assigned to the team as per the escalation matrix.
4. The agent will share the case with the escalation desk through respective TLs in case of below mentioned scenarios-
a). If the seller has called more than 3 times in a day for the same concern.
b). If the seller threatens to write on social media or to the higher management of the shiprocket.
c). The L1 agent will clarify all the facts pertaining to the case before transferring the case.
d). Before transferring the case to the ED desk, the L2 agent will try to pacify the seller and shall validate that all the facts pertaining to the case have been informed to the seller.
e). Once the L2 has spoken to the seller and it is clear that the seller is not satisfied and will float on social media or to the CEO then the case shall be given to the ED.
5. Multi packet system : MPS has been re-activated on our platform. Seller can now create MPS shipments in
- Single order only.
- Bulk Order : Seller need to add "package_count" in the bulk upload excel for MPS orders
- API: Seller need to send "package_count" in the API for MPS orders
Note: We have reactivated the MPS for those 39 sellers for whom it was deactivated earlier.
MPS will be given to sellers only after the LOPS team has approved of the request. The Onboarding team can request for MPS from ICRM and then the LOPS will accept/ reject the request after their due diligence.
6. E-Way Bill:- It is mandatory for sellers to upload EWay Bill before generating pickup for shipments above Rs 50000. They can upload an Eway Bill after assigning a courier to their orders. It can be uploaded at the time of pickup generation from any of the following screens:
Generate Pickup popup
Ready to Ship tab, or
Order Details screen
Apart from this, sellers can now upload Eway Bill for their RTO shipments.
Link for help doc : https://support.shiprocket.in/support/solutions/folders/43000575989
7. We now enable the sellers to upload and process the return orders in bulk. Help article :-
8. Courier Weight Logic : Earlier we used to show all the serviceable couriers on the ShipNow popup irrespective of the shipment weight which means if shipment weight is 0.5 Kg, we show couriers of all weight bracket i.e. 0.5, 1, 2, 5, etc. The higher weight brackets are not relevant for the seller as the price will always be on the higher side & seller will never choose these higher weight bracket couriers.
Now, we show the couriers as per the weight slab to show more relevant couriers. However, if we don't have any serviceable couriers as per Shipment Courier Weight logic, then we will show all the serviceable couriers in the single ShipNow popup.