22 July 2021

1. Now sellers can 'Escalate' from the Shiprocket panel if their weight disputes are rejected.

This will help sellers in raising their concerns over rejected weight discrepancies and save their efforts of going to Fresh-Desk to create tickets.

1- The escalation button will be active only when the seller's dispute has been rejected.

2- Both Escalation and Re-escalation buttons will be active for 2 working days.

3- If the seller is unable to take action within 2 working days, the Escalation button will be disabled.

4- Seller will have 2 working days to revert to any query asked by the Weight team.

5- Weight team will have time of 2 working days to revert on their queries.

PFA the detailed process with panel screenshots.

2. PFA the rate list, share with client only on escalations, not every time.

3. . Select correct category/ issue category for raising concerns :- Correct category/ sub category is to be selected for raising concerns. (i. e Ticket 2658716/ 2660744 had the query of damage/ partial product received but the query raised under "POD Denied/Investigation Required").

4.NDR validation on more than a month old case from RTO delivered date:- This is very challenging on confirming RTO reason & NDR validation on more than a month old cases from RTD date. So accept queries where cases are less than a month old.

5.Multiple selection scenario:- Need to select multiple AWB selections or multiple AWB tags for raising a query against more than an AWB. & wherever AWB count is more than 50 AWB's, the team will select multiple AWB selections or multiple AWB tags along with putting only one AWB in AWB field. This will help us to pick all AWB;s instead of a few cases.

6.Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.

7.Damage status on ICRM :- if the ICRM has status damage in intransit & product is neither perishable nor fragile, almost 90% of the orders are connected for origin due to poor packaging issue but Damage status can not be changed if AWB has been billed or in post bill status. (need to make seller understand where seller raises query for damage claim in intransit. example ( agent shares status as order is moving to origin but damage status can not be changed due to damage status)

8.CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.

9. Tickets should not be left open in case FCR tickets.

. The GST on seller's freight invoice will only reflect if the GST is added by following the below path -

Settings --> accounting details

Once the seller adds the GST in the SR panel then the same is reflected on his freight invoice from the next billing cycle. The agent should not guide for GSTIN process in such cases.

10.There are three checkpoints you all need to do,if your seller complains about pincode serviceability issues on WooCommerce platform.

a. The weight and dimensions should be filled in kg/cms units.

b. Seller should add at least one pickup address in his Shiprocket account

c. Seller must complete shiprocket app configuration in WooCommerce store.

If the above three steps are done & he still faces the pincode serviceability issue, then raise it to the tech team.

Screenshot for your reference