1. We have given an option to the seller to switch to the new UI/ UX on their panel.
In case any of your sellers raises any query about the updated panel, request you to add the same in the given below tracker for easy reference for us .
Bug Sheet Link :https://docs.google.com/spreadsheets/d/1B-qETA1awTtQ_klu5xoalQRElhR_K7VKqBneWLlg6iM/edit?usp=sharing
Help doc link : https://support.shiprocket.in/support/solutions/43000371119
2. Incomplete tickets should not be sent to FOPS/TECH/LOPS.
2.1. In case of connection dispute ask the seller to share the below mandates -
1.Date of pickup,
2.Count of total shipment picked up on that date,
3.Share all signed manifest copies for a particular courier, if multiple Manifest generated and picked on the same day
4.FE Phone No.
3. CSAT has to be pitched on every call wherein; the seller is satisfied with resolution and the case is FCR. For NFCR cases, no agent should pitch the CSAT.
4. Sales call handling -
The agent should educate the basics about the siprocket including plans mentioned on the website. The agent will not assign the case to the sales without informing the basics.
The tickets for warehouse concerns should not go to sales.
5. Cross border as an offering is only available with paid plans like - advance, pro and enterprise.
5.1 Countries covered -
· Bangladesh,Srilanka,Bahrain,Oman,SaudiArabia,UAE, USA,
· Mexico,Canada,Germany,Belgium, Netherlands,Luxembourg
· Great Britain,France,Denmark, Italy,Switzerland,Spain, Austria,
· Ireland, Sweden, Portugal, Norway,Finland, Greece, Honk Kong
· Malaysia, Singapore, Thailand,Australia, South Africa
6. In the case of International Shipments there is no RTO offered.
7..Please note and cascade
We provide refunds through two medium's once is manual refund which is processed via NEFT and other is source refund processed via Payment gateway.
Manual Refund
Manual refund goes through a strict verification that the initiated amount is legitimate, we cross check while initiating a manual refund.
Softloss- Final status
Lost- Courier confirmation
Cashback- Consumed or not
Open shipment- Analysing risk - If risk is involved we hold complet or process partial refunds.
Bank details- Correct or not
Account/cod - Blocked or not.
Post verifying all these details we initiate manual refund
Manual refunds are initiated every day and processed only on Monday,Wednesday and Friday.
From the day of refund being initiated, payment against the initiated amount is processed in a maximum of 2 working days.
We update merchants that funds will be credited in 3 to 5 working days as set business communication.
Source refund
We initiate source refund against transaction, wallet refund only.
Source refunds are processed Monday to Saturday (Business hours)
From the day of refund being initiated, payment against the processed amount usually reflects in 5 -7 working days for (all medium).
We update merchants that funds will be credited in 5 to 7 working days as set business communication.
8. Please find the Rocketbox MOM below.
Subject line should be correctly mentioned.
Notes should be clear and understandable.
Agents must add Tags : Rocketbox query
Agent should select the correct issue category.
AWB: mandatory in FD and in notes
Agent has to set the priority : low
Ticket assignment for
Sales: sakshi
Support: Taranjeet and Uzma
When capturing issues and subcategories for support tickets, for example, if it is a pick up issue, delivery issue, or weight discrepancy issue, they must search for and capture the appropriate category.
For rocketbox: If a client requests a call back within the same day or the next, no commitment should be made; instead, it should be within 24-48 working hours.