1. Update on POD Dispute TAT -
Investigation TAT > Shipment not received but status is marked as Delivered : 72 hrs
Investigation TAT > Damaged/Wrong/No Product Received : 48 hrs
Post breached TAT, only POD request can be raised within 7 days from delivery date but investigation will not take place.
2. Ajay Pandita is now the Spoc for "hyper local" shipments (non tech).
3. In case, the seller asks to connect with the KAM then the ticket shall be in open simultaneously and will be assigned to the KAM.
4. The agent will not assign the open cases to the LOPS if the seller has a KAM. This is because the KAM is responsible for handling the seller's complaint.
5. If the ticket is not assigned to the KAM when needed then the case might be escalated on social media by the seller.
6. SARAL was launched on 18th June 2020.
7. In case, the seller asks for the Bludart denial reason then the case shall go to "Himanshu Thirwani" in order to ascertain the denial reason.
8. The agent is supposed to add the clear note while assigning any case to the respective departments.
9. Csat to be pitched on every FCR calls/chats; wherein; the seller is satisfied with the solution.