18 June 2021

1. Under the SMART LITE plan, we do not show the courier names specifically. The seller gets two options: "Air" & "Express".

2. The seller will have to choose between "Air" & "Express" after which he will be directed to a new page with auto courier selection. The seller will not have any option to choose between couriers.

3. In case of KAMS, if the ticket is already assigned to the LOPS/FOPS/TECH or any other department then the agent will only "add notes" to the ticket. The agent will not re-assign the case to the KAM.

4. In case the seller complaints regarding the inability to upload the excel while uploading the bulk orders then the below checks are to be done before raising the case to the tech team-

• Check if the seller is using the format given in the seller panel to upload the bulk orders.

• Check if the seller has not used any special character in the address column.

• Ask for the "uploading sheet" instead of "updating sheet" to check the actual problem.

• Check for the file size that the seller is trying to upload,

5. There are three checkpoints you all need to do,if your seller complains about pincode serviceability issues on WooCommerce platform.

a. The weight and dimensions should be filled in kg/cms units.

b. Seller should add at least one pickup address in his Shiprocket account

c. Seller must complete shiprocket app configuration in WooCommerce store.

If the above three steps are done & he still faces the pincode serviceability issue, then raise it to the tech team.

Screenshot for your reference

6. The ticket properties have to be completely filled while escalating the case to the concerned teams.

7. The agent should follow the below link to educate the sellers on the current COVID situation -

https://www.shiprocket.in/blog/logistics-updates-corona-virus-outbreak/

8. The FD ticket category should be as per the Q/R/C.

9. All the FD ticket properties shall be filled.

10. Assignment of cases should be done as per the escalation matrix.

11.Weight discrepancy – we do not hold the wallet balance anymore. We will deduct the disputed amount when the seller does not take action on the discrepancy raised or the verdict does not go in his favor.

12. If the seller wants to remove the brand logo then it can be done under the "Channels TAB".