1. Scenario -"Shipment is delivered at "Sultanpur" office" & -ve -balance.
a. Client has to self-collect the parcel from the office, but he has to inform us 48hrs before visiting the office.
b. 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.
c. 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.
d. 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.
2. We have launched 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.
3.The agent will add notes to the existing “ops resolved” tickets in case the seller is calling for the same concern.
4. 4.NDR validation on more than a month old case from RTO delivered date:- This is very challenging on confirming RTO reason & NDR validation on more than a month old cases from RTD date. So accept queries where cases are less than a month old.
5.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.
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.Now sellers can 'Escalate' from the Shiprocket panel if their weight disputes are rejected.
This will help sellers in raising their concerns over rejected weight discrepancies and save their efforts of going to Fresh-Desk to create tickets.
1- The escalation button will be active only when the seller's dispute has been rejected.
2- Both Escalation and Re-escalation buttons will be active for 2 working days.
3- If the seller is unable to take action within 2 working days, the Escalation button will be disabled.
4- Seller will have 2 working days to revert to any query asked by the Weight team.
5- Weight team will have time of 2 working days to revert on their queries.