1. New POD update:
a. POD request: Request the POD from ICRM on seller's behalf and ask the client to wait for 3-5 business days.
Ticket Status: FCR-Resolved
b. Once a client receives the POD, the client can raise the dispute from the panel within max 3days from the POD received.
Ticket Status: FCR-Resolved
c. After raising the POD dispute from panel, the client has to wait for 10 days to resolve the dispute.
Ticket Status: FCR-Resolved
d. If the POD dispute is not resolved in 10 days, on the 11th Day we have to assign the ticket to the L2 Escalation team, with the snapshot for the dispute status.
e. Ticket Status: Open ll Assigned to L2: Group and Advisor list SPOC(https://docs.google.com/spreadsheets/d/1ZI7y9xiPV8ZrNSNWBqwlYRveLfi544hfhkUC6oduCzg/edit#gid=0).
f. L2 team will take 2-3 days to resolve the ticket so keep on updating the ticket if client calls,
2. TAT for refund if Shipment marked as "Damaged in Transit" -
We don't process freight refunds in case of damage. Moreover, only in case of escalation damage refund claim is being processed manually to the sellers. They receive this claim within 3 days from the escalation
3. TAT for refund of "Lost shipment" (freight + order value) - 3 days.
4.Hold-Unhold script is to be followed as per the set process only.
5. 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.
Multiple selection scenario:- Need to select multiple AWB selections or multiple AWB tags for raising a query against more than an AWB. & wherever AWB count is more than 50 AWB's, the team will select multiple AWB selections or multiple AWB tags along with putting only one AWB in AWB field. This will help us to pick all AWB;s instead of a few cases.
7.Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.
8.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).
9. Logic Change for reattempt in NDR 3 attempt :
Current Logic:
Sellers can take reattempt action in ndr 3 rd attempt also.
New logic:
Sellers will no longer be able to initiate Reattempt (No Reattempt CTA) post 3rd attempt status. The seller can only initiate a fake attempt, re-escalate( post-initiation of fake attempt), RTO, and contact the buyer.
10. SR does not provide freight refund in case of "soft loss"