29 June 2022

1.As discussed, in the first place the sales ticket should not be assigned as we have the "pipe drive" feature in the SPARK.

Get all the pipe drives created for advisors who are unable to see on their ids.

Till then all the tickets should be assigned on my name .

@TLs will check the tickets every hour and assign the same to the sales team if found valid.

2. please follow the below points while handling L2 cases -

• Within TAT cases -

Within TAT cases --> threatens for social media/ management escalation --> fill ED tracker ---> mark case as FCR--No and assign the case to E2 in fresh desk.

In the ED tracker the case should be assigned to Anupama as she will treat such cases differently.

• L2 should not assign any cases to E1 and should assign all the cases to E2 ( matrix shared already with you all).

• No ticket should be assigned to E2 without filling ED tracker.

• No ticket should be assigned to E2 without adding an L2/ED tag.

• Important point related to Amazon Shipment delayed pickup cases -

Case - Delayed pickup

NPR reason - shipment not ready

The L2 agent will ask for shipment images to check if the label is pasted correctly. The L2 advisor will ask for shipment images with ACR mail to the seller as we do in case of damage cases. ( ticket to be assigned to Escalations-->Anupama).

@Tls please note this is specifically for L2 agents and not for L1 agents.

3. Points to keep in mind while creating tickets for Rocketbox.

· Subject line should be correctly mentioned.

· Notes should be clear and understandable.

· Agents must add Tags : Rocketbox query

· Agent should select the correct issue category.

· AWB: mandatory in FD and in notes

· Agent has to set the priority : low

· Ticket assignment for

1. Sales: sakshi

2. Support: Taranjeet and Uzma

4.Further please assign all NDR tickets to Vaishnavi.

vaishnavi.verma@shiprocket.com

Please ignore previously shared SPOCS

5. Hope these new SLAs are downloaded to the teams.

PNR SOP Update:-

Note:-

Any case missed in X4 or NC in X5 will be non-eligible for further dispute and will be closed accordingly if raised on Panel or ticket

Note:- POD request panel has been disabled in Seller panel and ICRM - any further queries will be routed via CS where they will ask the intent of POD requirement and will accordingly raise query in Dispute panel basis of TAT defined.

6. Let's re-brief on SRX.

1. What is the maximum weight limit - 30kgs per parcel

2. What is the maximum shipment value - This varies at a country level where we have defined d Minimus values in the product (product has put a check in the seller panel while booking the shipment for this - PDF attached for reference. Only change here is Canada, where D Minimus value is 150 CAD )

3. What is the process of POD - No POD is given in International shipments

7. Sellers will raise tickets for POD and need to be accordingly handled by the CS team by confirming intent of POD request - whether for PNR/PRD scenario or simply documentation purpose.

· Seller concern for PNR/PRD - accordingly divert query to the dedicated panels built in ICRM (Delivery dispute) as per timeline of 72 hrs from Delivered date.

· If Seller simply wants POD for documentation without any claim - ticket to be created under Group - POD Required >> Issue category - POD Requested >> Sub category - FWD/RTO/Return POD required.

Above will be helpful in monitoring surge under this bucket over the testing phase which could give insights towards the further course of action.

We would monitor the surge in tickets for POD requests for a period and will resync on the process feasibility to disable it further if no major impact is observed.