20 Feb 2021

1. POD dispute is live on ICRM, PFB the snapshot, and start using it for disputes,

a). Where to raise:

b). How to check the status:

c). What is the status:

2. In case of damage/partial shipments, the agent is supposed to ask for the preshipped images along with the "shipment opening" video. This will help the LOPS to claim from the courier on seller's behalf.

3. In case of damage, the agent is also supposed to do basic checks pertaining to packaging, inner content (we are not liable for poor packaging and fragile items).

4. In case the seller complaints regarding the inability to change the name on the label then the agent will ask the seller to change the name in the pickup location.

Path -

1. Communication Brand Name under the channel->all channels->Communication Brand name

2. Pickup address Settings->Company->Pickup address->Edit the address-> Contact Name

5. In case, the seller is unable to create a return order then the agent will do the basic check asking the sellers to fill the below details with the mentioned path -

Settings->Company->Pickup Address->Edit the address-> Fill the detail.

-->then fill the contact name and email and Save it .

6. Csat to be pitched on every FCR calls/chat, wherein; the seller is satisfied with the solution.

7. If the agent has asked for any proof in case of POD denial then the ticket will be assigned to the LOPS and will be in open stage and should not be in "ACR".