1. The agent should follow the below link to educate the sellers on the current COVID situation -
https://www.shiprocket.in/blog/logistics-updates-corona-virus-outbreak/
" Sir/ma'am, apko batana chahenge ki current lock down situation ki wajah se kaun se states mein shipments ke pickup and delivery pe impact hua hai ye aap hamare website se order create karne se pehle easily check kar sakte hai taaki apke business pe koi impact na ho.
Apko website pe Resource Tab --> Blog option se Pickup and Delivery Updates Tab pe click karna hoga
2. If the call gets disconnected during the conversation, the agent will out call the seller immediately.
3. The tickets will be assigned as per the escalation matrix.
4. The tickets should not be left open in case of FCRs.
5. The agent should refresh the hold at regular intervals.
6. It is mandatory to fill the MPS form after arranging seller's training from the ICRM.
7. Weight discrepancy – we do not hold the wallet balance anymore. We will deduct the disputed amount when the seller does not take action on the discrepancy raised or the verdict does not go in his favor.
8. If the seller wants to remove the brand logo then it can be done under the "Channels TAB".
Path -
Channels->All channel->Edit the channel->Brand Logo
9. Multiple tickets should not be created for the same concern.
10. CSAT to be pitched on FCR calls/chats, wherein; the seller is satisfied with the resolution provided.
11. While assigning the case to the KAM, the agent should tag the case as FCR "No" and mark the ticket status as open.
12. If the seller has already given input in the IVR then the agent will not ask for the awb number .