22 Aug 2022

1. HSN Is Now Mandatory For Commercial International Shipments

If you choose Shipment Purpose as Commercial while creating an international shipment, you need to enter the HSN code. This update will improve the efficiency and speed of the customs process.

2. Adding a different RTO address functionality is now available for Bluedart, Ekart, and Ecom Express shipments. This feature is intended for sellers who do not want their RTO shipments delivered to the same pickup address.

3.Incomplete tickets should not be sent to FOPS/TECH/LOPS.

4. In case of connection dispute ask the seller to share the below mandates -

a. Date of pickup,

b. Count of total shipment picked up on that date,

c. Share all signed manifest copies for a particular courier, if multiple Manifest generated and picked on the same day

d. FE Phone No.

5. CSAT has to be pitched on every call wherein; the seller is satisfied with resolution and the case is FCR. For NFCR cases, no agent should pitch the CSAT.

6. Points to keep in mind while creating a ticket.

Subject line should be correctly mentioned.

Notes should be clear and understandable.

Agents must add Tags : ED, Rocketbox, L2, etc.

Agent should select the correct issue category.

AWB: mandatory in FD and in notes

Agent has to set the priority : As per the requirement of case.

Agents must assign tickets as per the given SPOC list.

Ticket history check is required in every scenario, in order to avoid duplicity.

When capturing issues and subcategories for support tickets, for example, if it is a pick up issue, delivery issue, or weight discrepancy issue, they must search for and capture the appropriate category.

7. 'Please note all sorts of smart plan's have been terminated and can not be activated unless renewed by legislative action.

We have moved all current smart plans to normal SR saas plans.

8. Please find the freight SOP below.