29 June 2021

Product Update on NDR Escalation Flow and Whats app communication -

1. 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 00:00 hours - 17:00 hours, then the escalate button will show after 23:59 hours next day and if the request was raised after 17:00 hours then the escalation button will show on D2 23:59 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.

2. 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.

3. 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.

4. Tickets should not be left open in case FCR tickets.

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.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)