19 Jan 2020

1. Shiprocket has launched a new feature which allows the seller to contact the buyer every time a seller receives an undelivered order.

2. A seller can use this feature to get the consent of the buyer for a reattempt request. Here’s how the process works:

a) The seller will click on the Contact Buyer option to receive a call on the registered mobile number.

b) As soon as the seller answers the phone, the shiprocket will connect the call to the buyer.

c) Once completed, the seller will be able to see the call history in the NDR history section.

d) Next, the seller will click on the Reattempt button to send a request to the concerned courier partner.

Note - No need to attach any proof here as we the shiprocket will consider the call history for the same.

e) Further, please note the seller will be able to make one successful call in each NDR attempt.

no case shall be open if the ticket is marked “FCR yes”

3. No tickets shall be "FCR resolved" if the agents need to assign the case to the KAM.

4. If the agents ask the seller to share any info/images/letter/ email the shall be under ACR

5. Please assign the tickets with noteS for the KAM if you are assigning the case to the KAM and in open status.

6. All team leaders to coach your agents to take calls maturely

7. Proactive information is a must and shall be transmitted to the sellers whenever feasible.

8. Refer to the matrix for the case assignment, no case shall go to the wrong spoc.

9. Shiprocket app additions -

The following features have been added/improved in the Shiprocket application -

• Rate calculator

• Training options

• Billing

• remittance

• Add pickup address

• Buyer and label settings

• POD option

• Local courier info.

• Add package images

Note - Courier priority option has been also added to the application but the new user has to initially add the courier priority using the web login and post which the sellers will be able to amend the same using the Shiprocket application.