17 November 2021

1. Weight Escalation :

To reduce the seller's grievances with regards to weight discrepancy raised on different channels, we have given sellers an option to raise a weight escalation for weight disputes which has not been resolved in their favour within 2 days of rejection. Maximum limit of escalation + re-escalation =

. ( How to raise weight escalation manual attached for reference)

Condition that needs to be fulfilled to raise weight escalation within the panel :-

1- Seller's weight dispute has been rejected.

2- Both Escalation and Re-esclation buttons will be active for 2 working days from the rejection date

3- Weight team will have to revert to the seller's query within 2 working days from the weight dispute date.

2. Amazon Shipping 1kg, 2kg, 5kg on Shiprocket.

Who all can make a shipment?

· Any seller who has GSTIN invoicing enabled in Shiprocket settings and has GSTIN added for the locations.

What all is serviceable?

· Prepaid Order Amount <50k INR

· Prepaid (we will open COD soon once Amazon approves)

· Max Dimension 70*70*45 cm

· Min weight is 0.5kg

· Max weight is 18kg

· Only non-hazmat items

Mode: Surface

Note: Dangerous goods cannot be shipped with Amazon.

Label:

· Only thermal printing is accepted by Amazon

How are pickups generated for Amazon?

· Shipments created with Amazon get automatically scheduled for pickup, sellers don't have to generate pickup manually.

· Shipments are picked up in 2 slots and the same is displayed on seller panel during ship now:

· If shipment is created till 9:45am, the shipments are picked between 10 am-1pm

· If shipment is created till 12:45pm, the shipments are picked between 1pm-4pm.

3.Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.

4. The agents will fill in the "pipe drive" while assigning a lead to the sales team.

5. The sellers can 'Escalate' from the Shiprocket panel if their weight disputes are rejected.

This will help sellers in raising their concerns over rejected weight discrepancies and save their efforts of going to Fresh-Desk to create tickets.

1- The escalation button will be active only when the seller's dispute has been rejected.

2- Both Escalation and Re-escalation buttons will be active for 2 working days.

3- If the seller is unable to take action within 2 working days, the Escalation button will be disabled.

4- Seller will have 2 working days to revert to any query asked by the Weight team.

5- Weight team will have time of 2 working days to revert on their queries.

NDR Escalation Flow which now makes it mandatory for sellers to provide a valid proof for raising escalation in Action required and RTO tab. Once the seller raises an escalation, we will be doing manual calling from the call centre for validating from the buyer.

Please find the below new changes in NDR escalation :

Action Required: We have changed escalation CTA to a new one - Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation.

RTO :

Escalate option has been changed to Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation. Also, the fake attempt will be available only for 48 hours after the RTO has been initiated. Post which sellers won't be able to raise escalation on RTO shipments.

Action Requested :

The escalation logic has been changed as well. If an action was requested between 0000 hours - 1700 hours, then the escalate button will show after 2359 hours next day and if the request was raised after 1700 hours then the escalation button will show on D2 2359 hours.

Whatsapp communication to buyers:

Whatsapp communication for the buyers is active for all the sellers and we will be sending a whatsapp message to the buyers for taking the reattempt request.

This is to inform you that all COD (Buyer delivered) cases where we confirm that claim amount will be processed, are routed to FOPS to process the claim.

FOPS takes max 48-72 hours to process the refund, here;

* No Status is changed in ICRM in such a scenario (This is also a manual activity by FOPS)

* Refer to seller's passbook to check the refund status after the shared timeline.

Sample ticket;

3596601 (AWB 143254213491745)