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1. In cases wherein; "damaged/ empty/ partial packages" are received by the seller/ buyer, we will not entertain such cases unless the seller provides pre/post ship images/video of inner content/ outer packaging are attached.
2. "SR smart plan" is currently unavailable as all the slots are already taken. If any seller comes up to "support (IB/Chat/sales)" then we would request the seller to try next month for the same.
3. Tickets assigned to (NAM/silver tiers), shall be in open status if the case is NFCR and the agent will add complete remarks before assigning.
4. Agents will use the "fake NDR button" in the ICRM when the seller is not in agreement with the NDR remarks.
5. Csat to be pitched on every FCR call/chat, wherein; the seller is satisfied with the solution.
6. In case of "Fedex pickup queued", the agent will request the seller to wait for a maximum 48 hours post which the ticket shall be assigned to the tech team if the issue still persists.
7.To activate Aramex the client needs to upload documents on the Shiprocket panel. Settings>International >upload documents.The client needs to upload documents only once on the Shiprocket portal. Please educate the client not to submit documents again and again. Once they have uploaded documents on the Shiprocket panel we will share that client information with the Aramex team and the client will receive an email from Email id- noreply_kyc@e.aramex.com and Sms on his /her Registered contact no. and email id to upload documents on the Aramex portal.
Seller will get SMS and Email notification on every alternative day with WEB URL (48 Hours expiry) and it will be sent Maximum of 21 times. After the client has uploaded the documents on the Aramex portal, the Aramex team will verify the documents and after approval, we will activate the courier partner i.e., Aramex International on the client panel after which the client would be able to use international shipping through Aramex International.
The courier activation TAT for Aramex International is 7 working days after the client has uploaded the documents on the Aramex portal.
Please find the attachment for the steps the client needs to follow on the Aramex portal. (docs attached).
8. In the MPS tracker, the "Request Raised on date" & "Training Requested for Date" should be filled informing the seller.
9. Agent to follow the new pickup verbiage discussed today while on call and chat.
10. Please note, a column is added in the MPS tracker to define the nature of business of the seller. Requesters need to define the category of products the seller deals into which will be helpful at LOPS end to verify.
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