1. Partial claim - Good seller SOP:
We need to assign cases to LOPS LM for the partial claim for damage/missing/wrong shipment.
2. Lost shipment claim:
If any seller wants the lost shipment claim in their bank account then then we don't need to check the open shipments.
We need to check if bank details are updated or not. If updated then assign to FOPS.
3. Weight dispute:
1st time dispute raised, resolution TAT is 5-7 working days.
If a dispute is re-escalated then the resolution time is 48 hours.
4. Delay in delivery:
>=5 days: Then refund the freight charges and raise EDD escalation.
>10 days then refund the freight charges and confirm if the seller wants the shipment to be RTO or wants to wait for delivery.
5. Incase of multiple AWB for pickup delay or delivery delay or NDR, check for 3 samples of different couriers if any then raise agony and mark the ticket as FCR resolved. Also guide the escalation process. Do not assign to KAM such tickets.
6.Raise a Delivery Dispute for the Shipments Without Asking for POD
Now you can raise a delivery dispute with us without asking for POD. If your shipment is not delivered or is delivered empty, partial, damaged, or improper, you can file a dispute on our panel within 3 days of its delivery/RTO delivery/RTO acknowledged status without asking for a POD.
Here is how you can raise a delivery dispute without POD:
POD
Step 1: Log in to your account.
Step 2: From the left panel, go to Orders → All Orders.
Step 3: You can raise a delivery dispute POD Actions Button.
However, there are no changes to the POD workflow, and you can still request a POD within 7 days for documentation and other purposes.
7.Correct ticket disposition should be selected in every case.
9.In case of call back required from KAM
issue category " Others> call back from KAM" should be selected.
9. If the seller wants to change the company name or billing address then the issue category "Profile related" should be selected.
10. For change in company name/ billing address seller can update from seller panel, If seller is unable to update due to any reason ticket should be assigned to Tech with proper details and required screen shots of error message.
11. We cannot change the seller's registered email address. Only in case of no access to registered email, tickets should be assigned to FOPS for change in email address with proper details mentioned in notes.