22 October 2021

1. The credit note is given to the seller post the lost amount is credited to the seller , PFB image for reference-

The seller can further download the CR receipt/note from the mentioned link in his email & view the specific way bill for which he has been reimbursed.

2. Call transfer scenario -

The call has to be transferred real time to the "senior agent" when the seller asks for a transfer. If the senior is not available then the agent will not quote "senior is not available" . The agent will rather say that the senior is on call with a different seller.

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

4. The agents will fill in the "pipe drive" while assigning a lead to the sales team.

5. The 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.

NDR Escalation Flow which now makes it mandatory for sellers to provide a valid proof for raising escalation in Action required and RTO tab. Once the seller raises an escalation, we will be doing manual calling from the call centre for validating from the buyer.

Please find the below new changes in NDR escalation :

Action Required: We have changed escalation CTA to a new one - Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation.

RTO :

Escalate option has been changed to Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation. Also, the fake attempt will be available only for 48 hours after the RTO has been initiated. Post which sellers won't be able to raise escalation on RTO shipments.

Action Requested :

The escalation logic has been changed as well. If an action was requested between 0000 hours - 1700 hours, then the escalate button will show after 2359 hours next day and if the request was raised after 1700 hours then the escalation button will show on D2 2359 hours.

Whatsapp communication to buyers:

Whatsapp communication for the buyers is active for all the sellers and we will be sending a whatsapp message to the buyers for taking the reattempt request.