1. The agents shall not fill in the "KYC unfreeze" request in the KYC and BD tracker but the request for the same has to be sent to "Renu Chandel" on an email for approval, thereafter; assigning the case to the tech team.
2. In case of damage/impartial case, pre post shipment images are mandatory and videos will serve as a plus point for a seller to prove his case. The agent will educate the seller about the importance of videos in such cases.
3. The tickets have to be assigned to the correct spoc as per the matrix.
4. In case, the seller asks to connect with the KAM then the ticket shall be in open simultaneously and will be assigned to the KAM.
5. The agent will not assign the open cases to the LOPS if the seller has a KAM. This is because the KAM is responsible for handling the seller's complaint.
6. If the ticket is not assigned to the KAM when needed then the case might be escalated on social media by the seller.
7. SARAL was launched on 18th June 2020.
8. In case, the seller asks for the Bludart denial reason then the case shall go to "Himanshu Thirwani" in order to ascertain the denial reason.
9. The agent is supposed to add the clear note while assigning any case to the respective departments.
10. Csat to be pitched on every FCR calls/chats; wherein; the seller is satisfied with the solution.