1. Weight Escalation : To reduce the seller's grievances with regards to weight discrepancy raised on different channels, we have given sellers an option to raise a weight escalation for weight disputes which has not been resolved in their favour within 2 days of rejection. Maximum limit of escalation + re-escalation = 3. ( How to raise weight escalation manual attached for reference)
Condition that needs to be fulfilled to raise a weight escalation within the panel :-
1- Seller's weight dispute has been rejected.
2- Both Escalation and Re-esclation buttons will be active for 2 working days from the rejection date
3- Weight team will have to revert to the seller's query within 2 working days from the weight dispute date.
2. NDR Workflow : Future delivery date Limitation : Seller or the buyer can choose the future delhivery date from the NDR raised date as the per below logic
1st attempt - reattempt for 3 working days .
2nd attempt - reattempt for 2 days
3 rd attempt - reattempt for 1 day
3. Decision Tree : SOP's across the major categories have been incorporated in the decision tree which result in an appropriate answer which can be communicated by any team member internally or externally to a client without memorising what to communicate or perform the next action in case of an shipment escalation in the below categories :-
- Delay Refund
- POD
- NDR Refund
- Wallet Balance
- Plan Related
4. Recharge : Sellers now have the flexibility to either choose the amount from the drop down or add in multiples of Rs 200/500/1000/5000 in their Shiprocket wallet.
5. Channels :
· We now pull the cancellation order status from Shopify & Magento and mark those orders as cancelled in the Shiprocket panel.
· We have given the option to send RTO delivered order tag to Shopify as soon as the shipment gets marked as RTO delivered
6. Courier Changes :
· Prefetch XB AWB API : We now fetch the Xpressbees (1kg, 2kg, 5kg accounts) AWb/ tracking number directly from an API at run time rather than storing it at our end in order to avoid AWB exhaust issue while courier assignment.
· Ekart NDR API : We now push the NDR response given by the seller or the buyer at real time to ekart courier
· NDR escalation : If the seller raises an NDR escalation for a Delhivery or an Xpressbee shipment, the info is passed to the courier which is thus prioritize at the logistic partner end.
· OTP verified prepaid shipment delivery for Delhivery & Bluedart : This feature has to be enabled at seller level where the shipment will be delivered and confirmed via OTP.
· New Courier - Ship with Amazon (SWA) - We have integrated 3 new courier SWA 1kg, 2kg , 5kg in our platform and these are available to the seller only on approval basis and only for prepaid shipments only .Prerequisite to use this courier is that the sellers should have enabled GSTIN invoicing for pickup location along with valid gstin
7. Essential tag in orders - Sellers can now categorize their orders as essentials or non-essentials. This feature is available for manual, API, and bulk orders. They can even update the tag via the bulk update process. It's particularly useful for those who use our platform to ship important items like medicines, groceries, masks, and hand sanitizer.
8. Branded shipping label and invoice -
· We have started giving our sellers an option to add their brand logo to their shipping labels and invoices.
Steps to be followed:
· Go to Channels from the left menu and select All Channels.
· Click on the Edit button to upload the brand logo for your preferred channel. We'll use the appropriate logo for each order based on the source channel
· Labels: We have now given support to hide product names from the label for Delhivery, Bluedart, and Ecom Express along with XpressBees and Ekart
10. ICRM :
· Duplicate account flag in ICRM - Some of our sellers create duplicate accounts, which causes confusion and incorrect support ticket and tier mapping. To address this, we've implemented a feature in ICRM that allows a KAM to flag such accounts.
· Open the passbook at a seller level . Location : ICRM - Seller Info - > View Details - Billing & Invoices
· Finance team can now add money to the seller wallet in bulk via ICRM than opening adding the money one by one via whmcs
11. Dangerous Good :
· We will not show XB Air, FedEx, and BD Air mode for shipments containing Dangerous Goods such as Oxygen cylinders, sanitizers, etc....
· Seller has an option to add dangerous good parameters while creating a courier rule . If the DG parameter is marked as yes, only surface courier can be selected while creating the rule.
12. While assigning the case to the respective team ( LOPS/FOPS/Tech, it is mandatory for an agent to select the SPOC. The tickets will not be forwarded without assigning the SPOC.
13. After merging the tickets, the agent will recheck the ticket categories to ensure the correct SPOC is assigned along with which correct categories are selected.
14. Tickets should not be escalated without complete details