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1.This is informed to you Delivery, pickups, RTO Delivery and connection will be impacted in attached locations due to below mentioned remarks. Impacted Pin Codes list also attached.
Requesting you to kindly bear with us and handle escalations accordingly.
Location Reason
Himachal Pradesh Heavy Rainfall
JAMMU AND KASHMIR Heavy Rainfall
Meghalaya Local holiday on account of Rev. Thomas Jones day
2.Note for L2 desk -
As discussed , please follow the below points while handling L2 cases -
Within TAT cases -
Within TAT cases --> threatens for social media/ management escalation --> fill ED tracker ---> mark case as FCR--No and assign the case to E2 in fresh desk.
In the ED tracker the case should be assigned to Anupama as she will treat such cases differently.
L2 should not assign any cases to E1 and should assign all the cases to E2 ( matrix shared already with you all).
No ticket should be assigned to E2 without filling ED tracker.
No ticket should be assigned to E2 without adding an L2/ED tag.
Another important point related to Amazon Shipment delayed pickup cases -
Case - Delayed pickup
NPR reason - shipment not ready
The L2 agent will ask for shipment images to check if the label is pasted correctly. The L2 advisor will ask for shipment images with ACR mail to the seller as we do in case of damage cases. ( ticket to be assigned to Escalations-->Anupama).
@Tls please note this is specifically for L2 agents and not for L1 agents.
3. Information regarding the Multiple Packet System (MPS). The details are as follows :
Minimum Total Weight of the boxes should be "6 Kgs" & Maximum "1000 Kgs"
Minimum count of boxes should be "2" & Maximum "5"
Serviceable courier partners - Delhivery Surface 10 Kgs & 20 Kgs
Please Note The Maximum Weight for MPS is as follows :
1. Delhivery 20 Kgs - 500 Kgs
2. Delhivery 10 Kgs - 30 kgs
Tracking will be done through Master AWB number. Child AWB numbers will be generated as per the number of boxes (attached are the MPS labels for your reference) . Example if the seller ships 3 boxes, 3 labels will be generated. 1 label would have Master AWB and the rest will have Child + Master AWB.
No Extra Cost is levied for the MPS activation.
MPS orders only work in the "Custom Orders" - Applicable for both Single & Bulk Custom Orders. (Attached Screenshot for your reference,once MPS is activated how it appears on Seller Panel)
We do MPS training sessions for sellers every Tuesday & Friday 3:15 to 4 PM. You can always choose to align sessions for your sellers through ICRM. Navigation is Seller Info > Training
This is the Youtube training link of MPS for seller' training . You can refer to this as well
4. Lets re-briefi on SRX.
1. What is the maximum weight limit - 30kgs per parcel
2. What is the maximum shipment value - This varies at a country level where we have defined d Minimus values in the product (product has put a check in the seller panel while booking the shipment for this - PDF attached for reference. Only change here is Canada, where D Minimus value is 150 CAD )
3. What is the process of POD - No POD is given in International shipments
Please check the attached FAQ on SRX.
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