1."Post delivery dispute" TAT is being revised for the Ekart courier to 24 hours
If seller raises any post delivery dispute after 24 hours of delivery, please deny investigation and mark them "FCR resolved". This is applicable for Ekart courier only.
2. Manifest escalation path
Path: Orders > Manifest > Escalate
3. For NDR scenarios an agent must educate the seller on how to take actions on NDR.
4. CSAT is to be pitched on every FCR call, wherein seller is satisfied with the given resolution.
5. Agent must inform seller about the documents required for pickup & how to raise manifest escalations in case of delay.
6.To avoid repeat concern agent must educate seller proactively for SR process.
7.The agent will use "multiple tag feature" in case there are multiple AWB numbers for the same courier partner.
8. SRF Process
a. General enquiry about Shiprocket as a service (Non Existing seller)
Educate the seller and fill the pipe drive.
b. Caller asks that he/she wants to use Shiprocket (Non Existing seller)
Educate the seller and fill the pipe drive.
c. Caller asks that he/she wants to use Shiprocket and warehouse services (Non Existing seller)
The agent will educate the seller and fill the pipe drive.
The agent's TL will also send across mail to Ankush kharbanda. (mandatory)
d. Caller asks only for fulfillment services (Non Existing seller)
The agent will educate the seller and fill the pipe drive.
The agent's TL will also send across mail to Ankush kharbanda. (mandatory)
e. Caller asks only for fulfillment services (Existing seller)
The agent will educate the seller and fill the pipe drive.
The agent's TL will also send across mail to Ankush kharbanda. (mandatory)