21 Oct 2021

1. RTO Score: Seller can now get to which shipments of their have a high chance of RTO and due to what reason. Accordingly they can take a corrective of confiming order, cancellation, etc in order to decrease the RTO %. It is shown in processing tab & All orders screen in the RTO score column.

2. Whatsapp Communication Module -

With Shiprocket communication sellers can send realtime personalised updates to buyers throughout the order journey Via WhatsApp . They can choose to send in Whatsapp updates at specific order statuses or on all statuses. Pricing Rs 1/ msg. This feature is yet to be live and will be informed when released.

3. Delivery Dispute :

Delivery Not updated use case has been added in the Delivery Dispute escalation process . The input of this use case is only created in the new seller panel as we plan all our sellers to adopt this panel in the coming few months. Snapshots attached for reference

Eligibility - Shipment status = RTO Initiated &(Current date - RTO Initiated date <=3 ) & COD payment mode

Category name on seller panel - Package Delivered to Buyer - Status Dispute

Process Flow -

1. Once RTI applied - ONLY above new option will be active (for 72 hours) for Seller to raise dispute

2. Panel will ask - "Please share images with visible AWB number on outer pkg AND inner content received to Buyer" - 2 upload fields for 2 images (mandatory) (Sample shared below)

3. Once above proofs uploaded - success banner will display the msg "Our team will investigate this and get back to you with resolution in max of 10 days."

4. The flow will remain the same as the existing Dispute panel except addition of below logic. Once an escalation is raised, the dispute status will be “raised” status & it will be shown in the Delivery Dispute panel in ICRM.

5. Action to be allowed on this for manual closureby agent -Accept / Reject. Under reject, reasons are

o Claim rejected - Package Marked Delivered - Remittance in Progress

o Claim rejected - Package in Transit (Raise wrong product dispute when RTO Delivered)

o Claim rejected - Package RTO Delivered - Need additional proofs (Images/Video of wrong item received)

o Claim rejected - Insufficient Proof (AWB not visible on image)

o Claim rejected - Insufficient Proof (Inner content image missing)

· Auto Closed - If status updated as "Delivered" or "LOST" - corresponding DNU query to be Auto-Closed with message "As per your dispute raised - Courier has updated status as Delivered/Lost and the amount will reflect in your account in next 5-7 working days". Dispute status will turn to Auto Closed

· Sellers will be allowed to reopen in 48 hours in any of the delivery dispute categories as per existing logic only once.

4. ICRM -

a) Addition of Global search - It's added on the top right corner which will show the result based on menu and sub menu of the ICRM. It will help us identify & search old and new screens without the need of remembering the path in the ICRM

b) ICRM Menu revamp:We are in the process of reorganizing the ICRM menu by bringing similar submodules together under a category for ease of usage. The given excel link lists the updated categories and subcategories of the menu for your reference.

PS: User access to each module remains the same.

5. TAT is 10 days from the RTO initiated date for all Zone except E.

Zone E TAT is 15 days from the RTO initiated date.

6. Pickup

Reverse NPR & via Whatsapp: Reverse NPR (Non-Pickup Reasons) feature is to reduce the turnaround time of buyers by enabling them to raise their escalation directly via Whatsapp. There are two options for them in case of Reverse Pickup failures. They can either choose to Reattempt Pick up or Cancel pick up Attempt.

Forward NPR : In case of Forward NPR (Non-Pickup Reasons), sellers can raise an escalation against forwarding NPR (Non-Pickup Reason) using WhatsApp. This will enable them to raise escalation within real time to save their time in the process. In case where the courier is already reattempting the shipment, auto-escalation will be raised.

Future pick up date: Sellers can schedule pickup for a future pickup date if their pickup is already planned for any specific date. The Maximum future pick up date allowed is 4 days from the current date. This will help the sellers to avoid rush if their shipment is pre-planned. Check out this video for more clarity!

Note: Future pickup can be scheduled only for single shipment, not for bulk.

Last Mile

EDD (Estimated Delivery Date)/PDD (Promised Delivery Date): Courier will provide us with an EDD (Estimated Delivery Date) in tracking API at the time of Picked up/Shipped Status. EDD is the estimated date when the customer is expected to receive the order. Shiprocket calculates this date based on a few parameters including seller processing time and ship to delivery time. So, before Picked up/Shipped Status, we will be showing Shiprocket EDD (Estimated Delivery Date) to the seller and once we receive EDD from courier in tracking API, then we will be showing courier EDD (Estimated Delivery Date) to the seller on tracking page.

RTO NDR: Return to Origin Non Delivery Report

If RTO shipment is undelivered due to any reason, then the shipment will start showing in the RTO-NDR tab in the RTO panel.

Seller can take the action as Reattempt with respect to that undelivered RTO shipment. When RTO NDR is raised by courier, an email is sent to the seller on the same day mentioning that seller has only 10 days left to take reattempt action against the shipments. Then, An email communication will be sent to the seller on 6th day too, mentioning that the seller has only 5 days left to take reattempt action against the shipments.

Once the seller clicks on the reattempt option, a pop-up will appear where the seller can perform the below actions.

Sellers can also download the RTO NDR report using the download orders option available on the RTO NDR tab.