1. The tickets where seller asks for the plan upgrade, the agent needs to take mentioned action:-
i. They need to ask about the registered Email ID of the account that the seller needs to upgrade.
ii. They need to check the Email ID on WHMCS, about the date when the plan was, or is going to expire.
iii. Then if the seller is on the LITE plan for 3 or more months, then they can forward the ticket to me (Pankaj Grover), and if the plan is about to downgrade in a few days or has downgraded within last 3 months, then it needs to be forwarded to Gaurav Rana for plan renewal.
2. The sellers who want to upgrade their plan or want to know about the on-going offers, the agent needs to follow the above mentioned steps and then assign the ticket to the relevant person to assist the seller.
3. If the seller has recently registered, or wants to just know about the plans that Shiprocket Offers, the agent can mark the below mentioned mail to the seller, along with the attached rate cards.
4. 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 the panel, the client has to wait for 10 days to resolve the dispute.
Ticket Status: FCR-Resolved
d. If the POD dispute is not resolved in 10 days, on the 11th Day we have to assign the ticket to the L2 Escalation team, with the snapshot for the dispute status.
5. Rate cards for all the plans attached-
6. 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.
7. 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,
8. Due to some Technical error attached 193 shipments for 83 sellers were marked as "LOST" and credit was done to their wallet.
Now all these shipments are "RTO Delivered" and communication has been sent to these sellers and debit will be done in 24hrs.
Agents will refer to the attached sheet and address the seller's QRCs accordingly and do FCR tagging.