18 July 2022

1.Assign the ticket to NDR Team( Vaishnavi Sharma) on below scenarios only, selecting correct issue categories

1. NDR - Reattempt request ( if option not available in the panel )

2. NDR - Verification of delivery attempt( freight refund eligibility)

3. NDR - Undelivered status: Seller requesting for DC address

4. RTO Initiated : RTO needs to be revoked and arrange delivery attempt (within next 24hrs only from RTO initiated)

2. DC address:

>If NDR remarks are ODA locations, then assign them to E1-Vineet.

>. If NDR remarks are other than ODA, like customer refused, wrong address, etc., then assign to E2, Group: NDR, Agent: Vaishnavi/As per spoc.

3. -Need to do verification for vendor location in pickup cases. Ask agents to confirm with the seller that he is personally available at pickup location or not, and ask the number of the concerned person for vendor location.

-No manual changes are possible in fixed TATs like lost refunds, shipping refund of pickup cancellation ,source refund/wallet transfer. These cases should not be raised to fops.

-Issue categories and LOPS/FOPS/Tech owner columns should be filled correctly in the tracker, we are not able to do bulk follow-ups or getting delayed resolution due to wrong and missing information in the tracker.

-RTO-Revoke is not available now. We can close the cases with FR refund with NDR verification.

-Lost amount will be refunded as per billed value of the shipment, no manual changes possible after shipping.

- Need to check the POD dispute attachment/attachment given on tickets before assigning tickets to lops to avoid the lops denial due to insufficient proof. Images/videos should be clear and accessible.

- We can check the open shipment count for wallet refund cases in the decision tree. ICRM->Seller info-> Decision Tree>Plan related>terminate account.

4. Please note, for issue category "shipment delivered not updated" tickets should be assigned to "LOPS:Claim" group instead on LOPS:Tracking, kindly make the changes from now it self,

As discussed, Please select the "Lops Claim" instead of the "Lops Tracking" group for the subject mentioned sub-category.

These are investigation cases, not tracking-related queries.

Sample case 4913427

5. If seller saying data is being leaked:

Then ask for the number from which they/buyer received a fraud call and call recording (if possible).

6. Future pickup:

The seller can select the pickup for a later date (e.g., the day after tomorrow), and the status will be "pick up booked." So, if the pickup date comes within 24 hours, the status will change to "pickup scheduled."

can ensure such a mistake does not occur in the future.

7. Order report:

If the seller wants the order report for the last 1 year, then they can do it from the SR panel. If the client is asking for order records older than 1 year, please mail to bi_dwh@shiprocket.com, name: Swati Rastogi, and get this ticket solved.

On this point, we have solution as FCR, that seller can download the report yearwise, please find the snapshot for the reference,

8. COD remittance:

We need to check a few details to check why COD remittance is not provided.

>ORder should be COD

>Wallet should not be in negative more than Rs.99

>Account Should not be blocked.

>AWB should not be blocked for remittance.

>COD remittance should not be blocked.

>Bank details should be updated and verified.

9. International courier activation:

Assign the ticket to tamanna of any seller saying that the courier partner for international shipping is not activated.

before raising to tamanna 2 details should be mandatory

>Date when doc uploaded

>Screenshot of the panel where doc uploaded

>TAT for activation is 48 hours once doc is uploaded.

10.Ticket merge response:

If merging any open tickets with another ticket then you need to respond on another ticket.

If merging in FCR resolved tickets then pls reply to merged tickets as well.

11. Delivery attempt verification:

Till 3 orders we can do delivery attempt verification. If more than 3 AWB then assign to E2 (NDR team).

Within 7 days from the RTO initiated date we can do the delivery attempt verification. However, exceptions can be taken based on the scenario if the seller is very much adamant.

12.We will be increasing the minimum recharge amount from Rs 200 to Rs 500 in this week itself. It will be applicable for any recharge transaction and not limited to first recharge.

Bluedart:-With immediate effect Temporarily Services are Suspended on the below pin codes of Chandrapur (CHD) in Maharashtra under West1 Region.