1. Agent will not raise the ticket without checking the TAT for POD Dispute.
2. Agent will check the previous case history before creating a new ticket and shall not make any duplicate ticket.
3. Blue dart plan is not available in LITE plan.
4. The agent will mark the ticket as FCR resolved instead of marking it as open in case the ticket is not assigned to any team and the resolution is provided.
5. In case, the POD dispute button is not functioning in the ICRM or the seller panel then the case will be highlighted to the tech and LOPS both.
6. Agent needs to ask for the required images on the very first interaction, no need to wait. It hampers our resolution time.
7. Ticket remarks shall be proper and complete.
8. Agent needs to merge the tickets in incase the duplicity is found.
9. While assigning the case to any team, the agent have to ensure complete info is mentioned on the ticket.
10. Ticket assignment to the spoc shall be as per the escalation matrix along with the correct group.