1. We have coordinated with all the LOBs and have confirmed the process TAT. Tls are requested to add the same in the SOP. (attached TAT sheet).
2. Tech and process updates -
Channels :- Mark as self fulfilled: When an order is marked as self fulfilled in the channel, we will mark the same in Shiprocket and pull the tacking the details of that order. To do this , we need to switch on the setting under channel -> add channel -> switch on toggle -> Poll fulfilled orders in Shiprocket. Applicable only for Shopify channel
Proof of Delivery : The POD format includes product details and sign of the receiver. One needs to switch on the settings which is shown in Company Settings - > Shipment settings- On/Off. Sample image attached for reference.
Proof of Delivery Escalation :- In case the seller wants to raise a concern on incomplete/ fake POD, they can raise an escalation against that POD . Post that LOPS team will connect with the concerned courier partner and arrange an updated POD for your shipment.
Order Confirmation: To save the seller from a failed delivery and extra RTO charges, we now give them an option to confirm their Prepaid and COD orders before courier assignment. It gives a better control over their shipments and reduces failed deliveries at the same time.
Pickup - We will not schedule the pick up on National Holidays (Republic Day: 26th January, Independence Day: 15th August, Gandhi Jayanti: 2nd October ) . It means that if the seller raises the pickup after cutoff time before one day before the national holiday then the pickup should be scheduled for the next working day.
Get Help :- We have the chat option on the SR web panel into a Get Help button. Once a seller clicks on it, he'll be able to choose from the below three options:
a) Chat with Us
b) Watch Help Videos
c) Read Articles
The flow will remain the same if the seller selects the chat option. For the second and third option, respective videos or article links will open in a separate tab.
Shiprocket Credit :- This is one of our latest offerings to few of our chosen sellers, where we add the credit ( i.e money ) in their Shiprocket wallet based on their past performance and capability to grow their business . The sellers can use this credit for Shiprocket courier services and the same is collected either via recharge or e-Nach.
RTO prediction : Based on our previous data, we have modelled an algorithm which predicts whether the shipments will be an RTO or not. If yes, the seller can choose to confirm the order before assigning the courier and moving into the shipment lifecycle. This is in beta phase and has been released to only 5 sellers.
NDR : Improvements in the NDR process
a. Bridge call connecting seller and the buyer - Allow the seller to connect to buyer to confirm the order delivery and the call details along with recording are shown in NDR history.
b. Lat Long details of FE
c. Call details by FE while contacting buyer
d. Call Center integration with cogent & BPOC
e. Revamp of NDR communication sent to buyer
f. NDR Fake Attempt Process Workflow where AWB is eligible for manual calling when seller says it a fake attempt and accepted by CS agent