1. Tickets should not be escalated without complete details.
2. "Multiple tag" must be used while escalating tickets with multiple awbs.
3. Tickets should not be left open in case FCR tickets.
4. Cases to be assigned to ED in case the seller threatens to go on social media or write to CEO/COO or threatens to go to consumer platform.
5. International Shipments which was previously handled by Pradeep Maurya will now be handled by Kanchan Cashley. Please ensure to route all escalations and queries accordingly. reiteration
6. Call backs to be done on every call drop.
7. Process flow for connection dispute cases as per Seller and courier agreements with us -
a).Seller should raise any connection dispute case within 72 hrs of shipment handover to courier.
b). Seller needs to take below details on Manifest copy-
Total shipment count handover
FE signature & phone number.
Date of shipment handover.
C).Case may get rejected if any correction or manimulation found on manifest copy.
d).If shipment handover count and courier picked up count get matched, case will stand resolved at first level itself(LOPS side).This incident will be considered as shipment interchange case.Courier pick up shipment on count bases and cant match AWB with Manifest.
8. While raising any connection dispute case, seller should share below details for further investigation -
a. Date of shipment picked,
b. Count of total shipment picked up on that date.
c. All sign manifest copies for particular courier, if multiple Manifest generated.
d. FE Phone No.