1. While escalating the cases to ED, the ticket assignment should not be changed by the L2 advisor if the ticket is already assigned to LOPS/FOPS or any other respective team.
2. After merging the tickets, the agent will recheck the ticket categories to ensure correct SPOC is assigned along with correct categories are selected.
3. Tickets should not be escalated without complete details.
4. Tickets should not be left open in case FCR tickets.
5. CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
6. POD dispute: Please refer to POD dispute panel for raising POD denial only DNR cases, avoid creating tickets on such scenario (i.e ticket 2655302 & 2657778 query raised at both ICRM & FD)
7. POD dispute not raised on ICRM:- Need to avoid ticket creation for POD dispute & use ICRM dispute button for DNR cases (i e Ticket 2646488/ 2659395/ 2661090 created in FD but POD dispute button did not use).
8. Multiple tags to be used while assigning the tickets with multiple awbs of the same courier.
9. Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.
10. 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)