18 May 2022

1. The notes while escalating the cases to FM/LM/FOPS/Tech should be clear and specific.

2. If the SR account is suspended and the seller requests for the downgrade, the agent will educate the path to downgrade from the seller panel.

3. Further, if the seller is unable to downgrade from the SR panel then the agent will ask for the screenshot of the "error" under ACR ticket and the ticket will be assigned to FOPS "Ashish".

4. The agent will check the ticket history before creating a new ticket.

5. In the "payment not updated" cases, the agent will ask for the payment screenshot from the seller under ACR ticket and will assign the case to the FOPS with the plan name mentioned in the ticket.

6. Call transfer scenario -

The call has to be transferred real time to the "senior agent" when the seller asks for a transfer. If the senior is not available then the agent will not quote "senior is not available" . The agent will rather say that the senior is on call with a different seller.

7. 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.

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

9. FOPS points -

1. Type of invoices we send to the seller-

Freight,Subscription,early cod, Warehouse ,Packaging (manual invoices Penal and Duty Charges)

Freight invoices are billed twice a month 1st billing from 15th-16th 2nd Billing 28-30.

For first billing data is picked from 12th for 2nd billing from 25th - whichever awb's has crossed final status +7 DAYS are eligible for billings and gets billed in these two cycles.

10. Kindly be informed that Amazon, Ekart and Bluedart are doing contact less delivery/RTO delivery hence signed POD could not be fulfilled in PNR/POD request cases of these couriers, We will share the same on the panel. PF the sample PODs of these couriers below.

Amazon- Geolocation

Ekart- Geolocation/digital POD

Bluedart- Digital POD

BD Delivered POD

BD RTO POD

Ekart POD

Amazon POD

Amazon RTO

11. 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).

12. For pickup, agent will not raise any ticket on FD and will only raise Agony

Incase seller is adamant and asking for proof of escalation then only for pickup agent will raise ticket to meenu and Shruti and specify that Agony has been raised still seller is adamant hence raising the ticket

Action by agent - Agony and Ticket both.

13. For Delivery, agent will not raise any ticket on FD and will only raise Agony

Incase seller is adamant and asking for proof of escalation then only for delivery agent will raise ticket to respective carrier SPOC and specify that Agony has been raised still seller is adamant hence raising the ticket

Action by agent - Agony and Ticket both.

14. Only for rocketbox -

When a client speaks to any of the call centre agent regarding Pick up related issue, the cut off time for pick up is 12pm for most of the carriers, if client has created pick up after 12pm, then the pick up would be attempted the next working day by or before EOD and not the same day.

Request you to ask your agents to check the cut of time with the clients and respond accordingly and then raise a ticket.

15. To add order in different ways please check the article below:

https://shiprocket.freshdesk.com/support/solutions/articles/43000661611-how-to-add-an-order-

16. Also go through the recent product highlights, link mentioned below.

https://www.shiprocket.in/blog/product-highlights-from-april-2022/

With immediate effect Temporarily Services are Suspended for below pin codes under East Region due to heavy rainfall.