20 Aug 2022

1.Incomplete tickets should not be sent to FOPS/TECH/LOPS.

2.1. In case of connection dispute ask the seller to share the below mandates -

a. Date of pickup,

b. Count of total shipment picked up on that date,

c. Share all signed manifest copies for a particular courier, if multiple Manifest generated and picked on the same day

d. FE Phone No.

3. CSAT has to be pitched on every call wherein; the seller is satisfied with resolution and the case is FCR. For NFCR cases, no agent should pitch the CSAT.

4. Points to keep in mind while creating a ticket.

Subject line should be correctly mentioned.

Notes should be clear and understandable.

Agents must add Tags : ED, Rocketbox, L2, etc.

Agent should select the correct issue category.

AWB: mandatory in FD and in notes

Agent has to set the priority : As per the requirement of case.

Agents must assign tickets as per the given SPOC list.

Ticket history check is required in every scenario, in order to avoid duplicity.

When capturing issues and subcategories for support tickets, for example, if it is a pick up issue, delivery issue, or weight discrepancy issue, they must search for and capture the appropriate category.

5. Delivery Dispute List Got Updated

Earlier, the delivery dispute flow had few options to select. So, we updated the list with some more options like, ‘Delivered not Received’ and ‘Wrong/Damaged/Partial/Empty Package Delivered’ for both iOS & Android. This will help sellers to select the appropriate reason to raise delivery disputes. After which the seller can easily check the response from our team here itself and will also receive timely updates of disputes over email too.

Take a look at how it appears on screen:

6.Recharge Status Introduced With More Clarity

When sellers make payment to recharge their shiprocket wallet, it is always considered vital to keep a track of their transaction. At shiprocket, now we are enabling them to always keep a track of their recharge history so that they can know whether the payment to their wallet is successful or failed.

Below are the steps for the seller panel.

Step 1: Log in to your account and navigate to the left side menu to find the Billing option over there.

and then Wallet History.

Step 3: View Recharge History Section to know your payment status.

Rs 500.

You can check the status of your payment and keep a record of your payment with date, amount, payment status and also the description to support the payment status.

7. Note for L2 desk -

Please follow the below points while handling L2 cases -

· Within TAT cases -

· Within TAT cases --> threatens for social media/ management escalation --> fill ED tracker ---> mark case as FCR--No and assign the case to E2 in fresh desk.

· In the ED tracker the case should be assigned to Anupama as she will treat such cases differently.

· L2 should not assign any cases to E1 and should assign all the cases to E2 ( matrix shared already with you all).

· No ticket should be assigned to E2 without filling ED tracker.

· No ticket should be assigned to E2 without adding an L2/ED tag.

· Another important point related to Amazon Shipment delayed pickup cases -

Case - Delayed pickup

NPR reason - shipment not ready

The L2 agent will ask for shipment images to check if the label is pasted correctly. The L2 advisor will ask for shipment images with ACR mail to the seller as we do in case of damage cases. ( ticket to be assigned to Escalations-->Anupama).

@Tls please note this is specifically for L2 agents and not for L1 agents.

3. Information regarding the Multiple Packet System (MPS). The details are as follows :

· Minimum Total Weight of the boxes should be "6 Kgs" & Maximum "1000 Kgs"

· Minimum count of boxes should be "2" & Maximum "5"

· Serviceable courier partners - Delhivery Surface 10 Kgs & 20 Kgs

· Please Note The Maximum Weight for MPS is as follows :

1. Delhivery 20 Kgs - 500 Kgs

2. Delhivery 10 Kgs - 30 kgs

Tracking will be done through Master AWB number. Child AWB numbers will be generated as per the number of boxes (attached are the MPS labels for your reference) . Example if the seller ships 3 boxes, 3 labels will be generated. 1 label would have Master AWB and the rest will have Child + Master AWB.

· No Extra Cost is levied for the MPS activation.

· MPS orders only work in the "Custom Orders" - Applicable for both Single & Bulk Custom Orders. (Attached Screenshot for your reference,once MPS is activated how it appears on Seller Panel)

· We do MPS training sessions for sellers every Tuesday & Friday 3:15 to 4 PM. You can always choose to align sessions for your sellers through ICRM. Navigation is Seller Info > Training

· This is the Youtube training link of MPS for seller' training . You can refer to this as well

4.The following options which are at seller level have been moved to IRCM → Seller Info -.View Details-> Decision Tree.

· Plan related

· Wallet Balance

Rest of the awb level flow remains in ICRM → Shipment listing → View details