1. "Pickup error" might occur due to the following reason -
A. Wrong address filled in the address bar with unusual names.
B. Special characters used address (pickup/delivery).
C. Incorrect contact number mentioned (seller/buyer's).
2. In case, a call gets disconnected then the agent will specify the incident in the ticket or should arrange a call back ASAP mentioning the same in the call back tracker. Also, if the agent has time to call back the seller then he should do it himself and further add notes to the ticket.
3. In case, the seller is unable to create a return order then the agent will do the basic check asking the sellers to fill the below details with the mentioned path -
Settings->Company->Pickup Address->Edit the address-> Fill the detail.
-->then fill the contact name and email and Save it .
4. In case the seller complaints regarding the inability to change the name on the label then the agent will ask the seller to change the name in the pickup location.
Path -
A. Communication Brand Name under the channel->all channels->Communication Brand name
B. Pickup address Settings->Company->Pickup address->Edit the address-> Contact Name
5. Negative wallet balance formula -
SR debit - SR credit - unbilled freight charges = negative balance .
6. Both the international shipment activation will take 7-10 working days.
7. POD denial cases -
As discussed, in POD denial cases, we will now ask for the relevant images and videos from the team and mark the ticket as "open" and assign the ticket to the LOPS.
In such cases, the agent will make the seller crystal clear about the requirements to resolve the case within TAT.
The agent should also make the seller clear that failure/delay to provide required proof within the TAT will result in denial and further no investigation will be conducted for such cases.
8. Return bulk orders cannot be made using SR application.
9. A seller can now change the shipment's payment method while the shipment is under any status except for "out for delivery". The payment mode can only be changed from "COD to prepaid" and not "prepaid to COD".
Path to follow to change the payment method - " Setting> enable changing payment mode".
Note -
The change can be made for the COD shipments only.
This will not be applicable for the shipments under "out for delivery" status.
Payment mode change is allowed only once and cannot be reverted.
This feature is currently catered by "Ecom and Delhivery" only.