1. Auto debit has been processed for 193 Shipments of 83 sellers for incorrect credit of "RTO delivered " shipments under wrongly marked "LOST" shipments.Agent will do the "FCR" for such scenarios with note "Technical error rectified-- Debit done "
2. CSAT is to be pitched for all the "Resolved" cases wherein the seller is satisfied with the given FCR resolution.
3.New POD update:
a. POD request: Request the POD from ICRM on seller's behalf and ask the client to wait for 3-5 business days.
Ticket Status: FCR-Resolved
b. Once a client receives the POD, the client can raise the dispute from the panel within max 3days from the POD received.
Ticket Status: FCR-Resolved
c. After raising the POD dispute from panel, the client has to wait for 10 days to resolve the dispute.
Ticket Status: FCR-Resolved
d. If POD dispute not resolved in 10 days, on the 11th Day we have to assign the ticket to L2 Escalation team, with the snapshot for the dispute status.
e. Ticket Status: Open ll Assigned to L2: Group and Advisor list SPOC(https://docs.google.com/spreadsheets/d/1ZI7y9xiPV8ZrNSNWBqwlYRveLfi544hfhkUC6oduCzg/edit#gid=0).
f. L2 team will take 2-3 days to resolve the ticket so keep on updating the ticket if client calls,
4. TAT for refund if Shipment marked as "Damaged in Transit" -
We don't process freight refunds in case of damage. Moreover, only in case of escalation damage refund claim is being processed manually to the sellers. They receive this claim within 3 days from the escalation
5. TAT for refund of "Lost shipment" (freight + order value) - 3 days.
6.Hold-Unhold script is to be followed as per the set process only.