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1. In case the seller complaints regarding the inability to upload the excel while uploading the bulk orders then the below checks are to be done before raising the case to the tech team-
Check if the seller is using the format given in the seller panel to upload the bulk orders.
Check if the seller has not used any special character in the address column.
Ask for the "uploading sheet" instead of "updating sheet" to check the actual problem.
Check for the file size that the seller is trying to upload,
2. There are three checkpoints you all need to do,if your seller complains about pincode serviceability issues on WooCommerce platform.
a. The weight and dimensions should be filled in kg/cms units.
b. Seller should add at least one pickup address in his Shiprocket account
c. Seller must complete shiprocket app configuration in WooCommerce store.
If the above three steps are done & he still faces the pincode serviceability issue, then raise it to the tech team.
Screenshot for your reference
3. The ticket properties have to be completely filled while escalating the case to the concerned teams.
4. The agent should follow the below link to educate the sellers on the current COVID situation -
https://www.shiprocket.in/blog/logistics-updates-corona-virus-outbreak/
5. The FD ticket category should be as per the Q/R/C.
6. All the FD ticket properties shall be filled.
7. Assignment of cases should be done as per the escalation matrix.
8.Weight discrepancy – we do not hold the wallet balance anymore. We will deduct the disputed amount when the seller does not take action on the discrepancy raised or the verdict does not go in his favor.
9. If the seller wants to remove the brand logo then it can be done under the "Channels TAB".
Path -
Channels->All channel->Edit the channel->Brand Logo
10. Multiple tickets should not be created for the same concern.
11 . CSAT to be pitched on FCR calls/chats, wherein; the seller is satisfied with the resolution provided.
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