The agent will assign a ticket to the ED team along with an email sent by the team lead for the respective case. Without an email the case will not be entertained. Before transferring the case to the ED desk, the L2 agent will try to pacify the seller and shall validate that all the facts pertaining to the case have been informed to the seller.
It is mandatory for an agent to use "multiple tag" feature, wherein; the particular case consists of multiple awb numbers of the same courier.
Tickets shall not be in the "OPEN" stage unless assigned to the concerned team to get a solution on a NFCR ticket.
Postpaid module -
a. secured postpaid - In this module, the seller gets credit limit based on every shipment which gets refreshed at every midnight. The seller can use this limit for further shipments. This limit cannot be used to pay the invoice amount.
Shiprocket deducts the freight charges from COD amount of such shipments at the time of remittance and is termed as "deduction against freight".
b. Unsecured postpaid - In this case, the seller is given a pre limit to do the shipments and gets an invoice based on the shipment and billing cycle to pay for the freight charges that he has consumed from the given limit.
The ticket assigned to the LOPS shall contain every property required at the time of escalating the ticket (AWB/phone/email id/courier name/category/sub category etc).
It is mandate to mention AWB number in the notes.
7. Agents should follow the normal call transfer procedure and fill the call back tracker, created for the call back from the Tech team, till the time the gmail issue is not resolved.
8. Agent must follow proper hold/unhold process and script.After unhold agent must check if seller is still active on call before processing.