1. The tickets where seller asks for the plan
upgrade, the agent needs to take mentioned action:-
i. They need to ask about the registered Email ID of
the account that the seller needs to upgrade.
ii. They need to check the Email ID on WHMCS, about
the date when the plan was, or is going to expire.
iii. Then if the seller is on the LITE plan for 3 or
more months, then they can forward the ticket to me (Pankaj Grover), and if the
plan is about to downgrade in a few days or has downgraded within last 3 months,
then it needs to be forwarded to Gaurav Rana for plan
renewal.
2. The sellers who want to upgrade their plan or want
to know about the on-going offers, the agent needs to follow the above mentioned
steps and then assign the ticket to the relevant person to assist the
seller.
3. Scenario -"Shipment is delivered at "Sultanpur" office" & -ve -balance.
1. Client has to self-collect the parcel from the office, but he has to inform us 48hrs before visiting the office.
2. Once we get the confirmation, we have to write an email to Neeraj(Admin) to find the shipment and handover it to the client, with Amit Dhawan sir’s approval.
3. If client not ready for self-collet, client has to create Reverse Shipment from office address and delivery address would be client’s, while creating the shipment client has to update the Guard no.(9560422473) on pick up address, Post creating the reverse pickup, client has to confirm us.
4. Once we get the confirmation, we have to write an email to Neeraj(Admin) to find the shipment and get the pickup done, with Amit Dhawan sir’s approval.
*For further action on this, pls share the ticket with Juhi Gupta.
b) Update Remittance not processed on -ve balance.
We do not process the remittance if the client's wallet balance is negative >100Rs. So assign the ticket to tech to verify the reason.
5. Amazon Shipping 1kg, 2kg, 5kg on Shiprocket.
Who all can make a shipment?
Any seller who has GSTIN invoicing enabled in Shiprocket settings and has GSTIN added for the locations.
What all is serviceable?
Prepaid Order Amount <50k INR
Prepaid (we will open COD soon once Amazon approves)
Max Dimension 70*70*45 cm
Min weight is 0.5kg
Max weight is 18kg
Only non-hazmat items
Mode: Surface
Note: Dangerous goods cannot be shipped with Amazon.
Label:
Only thermal printing is accepted by Amazon
How are pickups generated for Amazon?
Shipments created with Amazon get automatically scheduled for pickup, sellers don't have to generate pickup manually.
Shipments are picked up in 2 slots and the same is displayed on seller panel during ship now:
If shipment is created till 9:45am, the shipments are picked between 10 am-1pm
If shipment is created till 12:45pm, the shipments are picked between 1pm-4pm.
6.Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.
7.Damage status on ICRM :- if the ICRM has status damage in intransit & product is neither perishable nor fragile, almost 90% of the orders are connected for origin due to poor packaging issue but Damage status can not be changed if AWB has been billed or in post bill status. (need to make seller understand where seller raises query for damage claim in intransit. example ( agent shares status as order is moving to origin but damage status can not be changed due to damage status)
8.CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
9. Tickets should not be left open in case FCR tickets.
. The GST on seller's freight invoice will only reflect if the GST is added by following the below path -
Settings --> accounting details
Once the seller adds the GST in the SR panel then the same is reflected on his freight invoice from the next billing cycle. The agent should not guide for GSTIN process in such cases.
10. Assignment of cases should be done as per the escalation matrix.