29 July 2021

1. Scenario -"Shipment is delivered at "Sultanpur" office" -

1. Client has to self-collect the parcel from the office, but he has to inform us 48hrs before visiting the office.

2. 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.

3. 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.

4. 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.We have updated our NDR Escalation Flow which now makes it mandatory for sellers to provide a valid proof for raising escalation in Action required and RTO tab. Once the seller raises an escalation, we will be doing manual calling from the call centre for validating from the buyer.

Please find the below new changes in NDR escalation :

Action Required: We have changed escalation CTA to a new one - Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation.

RTO :

Escalate option has been changed to Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation. Also, the fake attempt will be available only for 48 hours after the RTO has been initiated. Post which sellers won't be able to raise escalation on RTO shipments.

Action Requested :

The escalation logic has been changed as well. If an action was

requested between 0000 hours - 1700 hours, then the escalate button will show

after 2359 hours next day and if the request was raised after 1700 hours then

the escalation button will show on D2 2359 hours.

Whatsapp communication to

buyers:

Whatsapp communication for the buyers is active for all

the sellers and we will be sending a whatsapp message to the buyers for taking

the reattempt request.

5. CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.

6. POD dispute: Please refer to POD dispute panel for raising POD denial only DNR cases, avoid creating tickets on such scenario (i.e ticket 2655302 & 2657778 query raised at both ICRM & FD)

7. POD dispute not raised on ICRM:- Need to avoid ticket creation for POD dispute & use ICRM dispute button for DNR cases (i e Ticket 2646488/ 2659395/ 2661090 created in FD but POD dispute button did not use).

8. Multiple tags to be used while assigning the tickets with multiple awbs of the same courier.

9. Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.

10. In case the seller complaints regarding the inability to upload the excel while uploading the bulk orders then the below checks are to be done before raising the case to the tech team-

• Check if the seller is using the format given in the seller panel to upload the bulk orders.

• Check if the seller has not used any special character in the address column.

• Ask for the "uploading sheet" instead of "updating sheet" to check the actual problem.

• Check for the file size that the seller is trying to upload,