1.Below changes are required in the NDR process:-
A. Currently the agent verifies the last 4 digits of AWB, which is not required now. Kindly remove it from the script.
B. Address Confirmation:- During address verification, an agent must check the address quality for example - house number, street number, or famous known place as a landmark.
C. Future Delivery date - Proactively the agent must inform the Buyer about future delivery availability for 3 days, the agent can mention the date.
2.Teams need to be updated about the below said seller -
Dear Merchant,
Please note that it is the policy of BigFoot Retail Solutions Private Limited / Shiprocket (“BFRS” or “Shiprocket”) to conduct all business activities in compliance with the rules and regulations applicable to the industry and laws of India, with the highest ethical standards. In this regard, BFRS has a zero tolerance policy with respect to counterfeit or fraud activities performed over our panel or against us.
As per Policy of Shiprocket (as mentioned in the Shiprocket Merchant Agreement: https://www.shiprocket.in/shiprocket-agreement-v2/), in case BFRS believes that you are involved in suspicious activity then BFRS inter-alia has the right to levy liquidated damages of upto Rs. 1,00,000 Where you are found doing suspicious activity and complaints have been made against you as a seller due to that we are creating an invoice and charging Rs.1,00,000 as a penalty.
We have also terminated you from our services and blocked your wallet balance and cod remittance till further notice.
shipping awb
14112322799882
14112322799883
14112322799885
14112322799886
14112322799892
14112322799893
14112322799894
14112322799896
14112322799897
14112322799898
14112322799899
14112322799900
14112322799881
14112322799904
14112322799908
14112322799912
3. The seller will need to amend the bank information under the sole name of kyc.
4.The minimum recharge amount has been increased to Rs 500 on the web platform and the latest android app.
The iOS app will be updated next week.
Below is the speak:-
1. Why is the denomination increased to 500Rs.?
Ans- We have observed that most of our sellers do a minimum of 10-15 shipments in a month and must recharge repeatedly to create the shipments. To help you to avoid the repeated hassle of doing recurring recharges we have changed the recharge value from 200 to 500Rs
2. I do not need this much amount.
Ans- Sir/Ma’am, we offer you a highly secured wallet and your amount is safe in it like any other transactional wallet. You can use this amount to create future shipments.
3. I use Shiprocket for personal usage and what will I do with the rest of the amount?
Ans Sir/Ma’am, you can use this amount for your near future shipments, rest assured your amount will remain safe in the wallet like any other transactional wallet.
5.-Need to do verification for vendor location in pickup cases. Ask agents to confirm with the seller that he is personally available at pickup location or not, and ask the number of the concerned person for vendor location.
-No manual changes are possible in fixed TATs like lost refunds,shipping refund of pickup cancellation ,source refund/wallet transfer. These cases should not be raised to fops.
-Issue categories and LOPS/FOPS/Tech owner columns should be filled correctly in the tracker, we are not able to do bulk follow-ups or getting delayed resolution due to wrong and missing information in the tracker.
-RTO-Revoke is not available now. We can close the cases with FR refund with NDR verification.
-Lost amount will be refunded as per billed value of the shipment,no manual changes possible after shipping.
- Need to check the POD dispute attachment/attachment given on tickets before assigning tickets to lops to avoid the lops denial due to insufficient proof. Images/videos should be clear and accessible.
- We can check the open shipment count for wallet refund cases in the decision tree. ICRM->Seller info-> Decision Tree
6.We offer refunds via two different channels: one is a manual refund conducted through NEFT, and the other is a source refund processed through a payment gateway.
Manual Refund
Manual refund goes through a strict verification that the initiated amount is legitimate, we cross check while initiating a manual refund.
Softloss- Final status
Lost- Courier confirmation
Cashback- Consumed or not
Open shipment- Analysing risk - If risk is involved we hold complet or process partial refunds.
Bank details- Correct or not
Account/cod - Blocked or not.
Post verifying all these details we initiate manual refund
· Manual refunds are initiated every day and processed only on Monday,Wednesday and Friday.
· From the day of refund being initiated, payment against the initiated amount is processed in a maximum of 2 working days.
· We update merchants that funds will be credited in 3 to 5 working days as set business communication.
Source refund
We initiate source refund against transaction, wallet refund only.
· Source refunds are processed Monday to Saturday (Business hours)
· From the day of refund being initiated, payment against the processed amount usually reflects in 5 -7 working days for (all medium).
· We update merchants that funds will be credited in 5 to 7 working days as set business communication.
7. PYK services have been terminated, thus agents are not to accept any requests for activation.
8.Shadowfax:- owing to MAHA SHIVRATRI, pickups and deliveries at the below location will be impacted through July 27.
Large vehicles are not permitted in the city and on the main highway where the Kavad Yaatra is taking place, and the majority of the roads and highways are closed or one-way.
* Meerut
* Haridwar
* Hapur
*Ujjain
*Varanasi
*Allhabad
*Puri, Odisha
*Veraval, Gujarat
*HRD_Tibriroad_N
*Sharnapur
*Meerut
*Ghazibad
9.In the event that a recharge is "not reflecting," review the recharge logs in ICRM before allocating the ticket to FOPS. If more than one recharge is made, ask the seller to provide the transaction ID for each recharge.
10. AWB numbers must be mentioned in notes.
11. L1 agents must fully follow the transfer protocol; there shouldn't be any blind transfers.
12. The L1 agent must specify the AWB number in the ticket and choose the appropriate group in accordance with the case requirements when transferring to the L2 level.
13.Agents must assign the ticket to the appropriate SPOC if there has been no update to the RTO tracking.
14. Agents are required to check the RTO reason, any NDRs raised, and to follow the DT in situations when the seller requests RTO shipment details.