1. Please follow updated SPOC list.
2.Tickets shall not be in the "OPEN" stage unless assigned to the concerned team to get a solution on a NFCR ticket.
3. The ticket assigned to the LOPS shall contain every property required at the time of escalating the ticket (AWB/phone/email id/courier name/category/sub category etc).
4. The ticket shall be assigned to the team as per the escalation matrix.
5. The agent will share the case with the escalation desk through respective TLs in case of below mentioned scenarios-
a). If the seller has called more than 3 times in a day for the same concern.
b). If the seller threatens to write on social media or to the higher management of the shiprocket.
c). The L1 agent will clarify all the facts pertaining to the case before transferring the case.
d). Before transferring the case to the ED desk, the L2 agent will try to pacify the seller and shall validate that all the facts pertaining to the case have been informed to the seller.
e). Once the L2 has spoken to the seller and it is clear that the seller is not satisfied and will float on social media or to the CEO then the case shall be given to the ED.
f). The agent will assign a FD ticket and the respective TL will email to ED as well.
6. Xpressbees OFD issue has been fixed now.
7. In ODA cases, we cannot arrange reattempt but we will arrange DC for the buyer to self collect the shipment.