1. Weight Escalation :
To reduce the seller's grievances with regards to weight discrepancy raised on different channels, we have given sellers an option to raise a weight escalation for weight disputes which has not been resolved in their favour within 2 days of rejection. Maximum limit of escalation + re-escalation =
. ( How to raise weight escalation manual attached for reference)
Condition that needs to be fulfilled to raise weight escalation within the panel :-
1- Seller's weight dispute has been rejected.
2- Both Escalation and Re-esclation buttons will be active for 2 working days from the rejection date
3- Weight team will have to revert to the seller's query within 2 working days from the weight dispute date.
2. NDR Workflow : Future delivery date Limitation : Seller or the buyer can choose the future delivery date from the NDR raised date as the per below logic-
1st attempt - reattempt for 3 working days .
2nd attempt - reattempt for 2 days
3rd attempt - reattempt for 1 day
3. RTO delivery TAT is now increased to 20 days from 10-12 days.
4.Damage / Partial shipment process -
- As discussed there will be no change in the current process with the CS team except the speech related to Pre-shipment images/video & POD with negative remarks.
As discussed, advisors will not insist on the pre-ship images/video & POD with negative remarks, they will only educate sellers that pre-ship images/video & availability of the POD with negative remarks will assist in the better investigation.
Further, the agent should keep the below points under this process-
The CS team will ask the seller to provide below information -
a. The CS agent will check the delivered date & time from ICRM panel
b. Pre-ship images / video (if available)
c. Current images/ video with AWB no. visibility with inner content
d. In case of Damage/ Partial – details like value & qty of missing/ lost content
5. FOPS points -
a. Type of invoices we send to the seller-
· Freight,Subscription,early cod, Warehouse ,Packaging (manual invoices Penal and Duty Charges)
· Freight invoices are billed twice a month 1st billing from 15th-16th 2nd Billing 28-30.
· For first billing data is picked from 12th for 2nd billing from 25th - whichever awb's has crossed final status +7 DAYS are eligible for billings and gets billed in these two cycles.
b. Seller is asking for GST invoice-
The seller has enabled GST invoicing, while he has not configured the GSTIN per state. In this case, the billing is happening on the pickup address as configured in the system while GSTIN is missing because it has not been configured under GSTIN invoicing.
For your reference the way system work currently is mentioned below-
State Wise billing -
- If GSTIN invoicing is ON, it will always pick the pickup location and the GSTIN configured under GSTIN invoicing section
- Billing address-If GSTIN invoicing is OFF, it will pick the Billing address and the GSTIN configured in Accounting and Bank details.
There are 2 ways to solve this issue, either the GSTIN invoicing should be set to Off, or the GSTIN invoicing should have GSTIN configured at state level.
c. Seller is asking for invoice to claim TDS -
Prepaid-
The client will pay TDS to the government on our behalf, the percentage of deducting TDS amount on a payment depends on the seller and his business module.
Client will receive TDS certificate from the government quarterly wise 4 times in a year, after receiving TDS certificate every quarter client will share TDS certificate with us and we will reimburse him the amount in his wallet or bank account as per his request.
d. Seller is asking for ledger-
Please generate a ticket mentioning the duration required of the ledger, ledger will always be shared for 1 months back.
Ledger for any seller is available from the beginning.
e. Seller is asking for a document to file claim to third party insurance -
COF will be shared in this case which will be shared by Sellerbilling after logesting confirmation should be more than 5000 confirmation required SR courier billing .
f. GST percentage calculation in invoice-
Service + 18 % tax
6. ED case assignment process -
The L2 agent will assign the case to the respective SPOC and will mail via ED tracker. Once the ED team starts working on the tickets, there will not be any properties change or assignment change. ( This goes for ORM cases too).