1. 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,
2. 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
3. TAT for refund of "Lost shipment" (freight + order value) - 3 days.
4.Hold-Unhold script is to be followed as per the set process only.
5. While escalating the cases to ED, the ticket assignment should not be changed by the L2 advisor if the ticket is already assigned to LOPS/FOPS or any other respective team.
6. Tickets should not be escalated without complete details.
7. Tickets should not be left open in case FCR tickets.
8.CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
9. POD dispute: Please refer to POD dispute panel for raising POD denial only DNR cases, avoid creating tickets on such scenario (i.e ticket 2655302 & 2657778 query raised at both ICRM & FD)
10. Ensure emails to be sent to the ED team along with assigning the tickets to the respective ED agent.