1. Please find the new update on POD dispute and handle the query accordingly.
a. POD request: Request the POD from ICRM on seller's behalf and ask the client to wait for 3-5 business days.
Ticket Status: FCR-Resolved
b. Once a client receives the POD, the client can raise the dispute from the panel within max 3days from the POD received.
Ticket Status: FCR-Resolved
c. After raising the POD dispute from panel, the client has to wait for 10 days to resolve the dispute.
Ticket Status: FCR-Resolved
d. If POD dispute not resolved in 10 days, on the 11th Day we have to assign the ticket to L2 Escalation team, with the snapshot for the dispute status.
e. Ticket Status: Open ll Assigned to L2: Group and Advisor list SPOC(https://docs.google.com/spreadsheets/d/1ZI7y9xiPV8ZrNSNWBqwlYRveLfi544hfhkUC6oduCzg/edit#gid=0).
f.L2 team will take 2-3 days to resolve the ticket so keep on updating the ticket if client calls,
2. TAT for refund if Shipment marked as "Damaged in Transit" -
We don't process freight refunds in case of damage. Moreover, only in case of escalation damage refund claim is being processed manually to the sellers. They receive this claim within 3 days from the date of damage.
3. TAT for refund of "Lost shipment" (freight + order value) - 3 days.
4. TAT for deactivation of Early COD plan - 48 hours
5. RTO shipment TAT is 10-15 days from RTI marked date, post which ticket will be assigned to LOPS.
6. Bank tracker to be closed on the same day.
7.ED case assignment process -
The L2 agent will assign the case to the respective SPOC and will mail via ED tracker. Once the ED team starts working on the tickets, there will not be any properties change or assignment change. ( This goes for ORM cases too.