23 july 2022

1.We have made new checks live in our existing Bank account verification process to strengthen KYC.

Earlier, the seller(new and existing both) uploaded the KYC of his name and bank details of another person's name and that get verified without any issue.

Now, KYC uploaded Document name and bank account name details should be 100% matched to auto verify else bank details will be rejected. If rejected, the seller gets a rejected reason on his mail/mobile and can retry to upload the correct bank details.

2.We updated the pricing for insurance premium w.e.f 5th July 2022 evening. The revised insurance premium is 0.79% of the base shipment value.

The updated pricing shall be applicable to all eligible shipments (greater than Rs 5,000) manually secured by the seller or auto secured.

3.This is to notify that there has been a sync up issue at Ekart's end due to which more than 6500 shipments have been marked as RTO in Transit in the shiprocket panel however they are marked Delivered by Ekart.

We have taken this up with utmost priority to get this fixed at our code mapping level and at backend. due to this there could be issues where remittance is on hold due to status mapping for COD orders.

4.This is to inform you Delivery, pickups, RTO Delivery and connection will be impacted in attached pincodes.

Requesting you to kindly bear with us and handle escalations accordingly.

Attached are the Impacted pincodes.

5.The minimum recharge amount has been increased to Rs 500 on the web platform and the latest android and Ios app.

Below is the speak:-

1. Why is the denomination increased to 500Rs.?

Ans- We have observed that most of our sellers do a minimum of 10-15 shipments in a month and must recharge repeatedly to create the shipments. To help you to avoid the repeated hassle of doing recurring recharges we have changed the recharge value from 200 to 500 Rs

2. I do not need this much amount.

Ans- Sir/Ma’am, we offer you a highly secured wallet and your amount is safe in it like any other transactional wallet. You can use this amount to create future shipments.

3. I use Shiprocket for personal usage and what will I do with the rest of the amount?

Ans Sir/Ma’am, you can use this amount for your near future shipments, rest assured your amount will remain safe in the wallet like any other transactional wallet.

6.-Need to do verification for vendor location in pickup cases. Ask agents to confirm with the seller that he is personally available at pickup location or not, and ask the number of the concerned person for vendor location.

-No manual changes are possible in fixed TATs like lost refunds,shipping refund of pickup cancellation ,source refund/wallet transfer. These cases should not be raised to fops.

-Issue categories and LOPS/FOPS/Tech owner columns should be filled correctly in the tracker, we are not able to do bulk follow-ups or getting delayed resolution due to wrong and missing information in the tracker.

-RTO-Revoke is not available now. We can close the cases with FR refund with NDR verification.

-Lost amount will be refunded as per billed value of the shipment,no manual changes possible after shipping.

- Need to check the POD dispute attachment/attachment given on tickets before assigning tickets to lops to avoid the lops denial due to insufficient proof. Images/videos should be clear and accessible.

7.Please note and cascade

We provide refunds through two medium's once is manual refund which is processed via NEFT and other is source refund processed via Payment gateway.

Manual Refund

Manual refund goes through a strict verification that the initiated amount is legitimate, we cross check while initiating a manual refund.

Softloss- Final status

Lost- Courier confirmation

Cashback- Consumed or not

Open shipment- Analysing risk - If risk is involved we hold complet or process partial refunds.

Bank details- Correct or not

Account/cod - Blocked or not.

Post verifying all these details we initiate manual refund

Manual refunds are initiated every day and processed only on Monday,Wednesday and Friday.

From the day of refund being initiated, payment against the initiated amount is processed in a maximum of 2 working days.

We update merchants that funds will be credited in 3 to 5 working days as set business communication.

Source refund

We initiate source refund against transaction, wallet refund only.

Source refunds are processed Monday to Saturday (Business hours)

From the day of refund being initiated, payment against the processed amount usually reflects in 5 -7 working days for (all medium).

We update merchants that funds will be credited in 5 to 7 working days as set business communication.

8. Please find the Rocketbox MOM below.

Subject line should be correctly mentioned.

Notes should be clear and understandable.

Agents must add Tags : Rocketbox query

Agent should select the correct issue category.

AWB: mandatory in FD and in notes

Agent has to set the priority : low

Ticket assignment for

Sales: sakshi

Support: Taranjeet and Uzma

When capturing issues and subcategories for support tickets, for example, if it is a pick up issue, delivery issue, or weight discrepancy issue, they must search for and capture the appropriate category.

For rocketbox: If a client requests a call back within the same day or the next, no commitment should be made; instead, it should be within 24-48 working hours.

9.Undelivered NDR:

The seller needs to click on the escalate button instead of reattempting if the NDR remarks were fake.

Reattempt action means that the attempt was genuine and the seller wants reattempt.

10.If a seller is stating that the RTO percentage is high:

We need to inform the multiple pointers:

a.COD orders

b. Incomplete Address

c. Check NDR reason

d. Customer refusal

11. Quality check:

If the seller has activated the quality check then the seller will get a courier name like XB reverse QC incase of non qc shipment there will be no qc mentioned with courier name.

Courier will be xpressbees Reverse QC.

In QC reverse pickup the pickup person will click a picture of the item at the time of pickup

12. QC failed status: It is the same like the pending/new order status where the AWB is cancelled and status is updated as QC failed. Under QC failed status the freight charges are refunded in the SR wallet.

13. In reverse shipment raise the agony escalation only (if not picked within 48 hours) then assign to deependra via ticket.

14. Please be advised that the TAT for RTO/Reverse delivery is 12-15 working days, with a maximum time frame of 20 days from the RTO initiated date; for reverse shipment, the client must wait 20 days from the shipped date. If the advisor is using 7-10 working days, this is the incorrect update, so please update the advisor not to use this TAT.