1. EDD escalation process to be followed when EDD is crossed and the shipment is still under "in-transit" status -
The agent will educate the seller to raise EDD escalation from his end and would ask the seller to wait for 48 hours as per the process.
Further, if the shipment remains in-transit after the first escalation raised from the panel then the agent will raise a ticket to LOPS.
2. COD terms often asked by the seller on call -
COD Available: Total COD amount yet to be remitted.
Last COD remitted: COD amount remitted most recently
Total COD Remitted ( In last 30 days): COD amount that has been remitted in the last 30 days
Total Reversal Amount: We took back the COD amount due to some specific reasons
Remittance Initiated: We have initiated the COD amount. It will be remitted in the next COD cycle
3. CSAT to be pitched on FCR calls, wherein; the seller is satisfied with the resolution given.
4. While arranging the training session for the "MPS" , the agent will not guide the seller to schedule the training session from the seller panel instead the agent will share the training link for MPS. (Link - https://us02web.zoom.us/j/86362357915 )
5. No Reattempt Request for "auto reattempt" will be pushed by Shiprocket under the given NDR reason:
* Customer Refused
* Open Delivery
* ODA Location.
6. In case, the seller wants to show the "real time rates" feature on "Woocommerce" platform, then please educate the below path -
Login woocommerce-->clickon plugins--> search for "real time rates" plugins and activate the same.
7. When it comes to showing "real time rates", the said feature is only available in Woocommerce and no other channel.
8. If the seller wants to use the "real time rates" feature in personal website or any other listed channel then educate about the mentioned URL - https://apidocs.shiprocket.in/#29ff5116-0917-41ba-8c82-638412604916
9. In case of SARAL app delayed pickup cases, the agent will first pitch for cancellation and if the seller is reluctant to understand and further wants the pickup to happen then raise a request to Ashreen for urgent pickup.