31 March 2021

1. To capture phone number while creating the FD ticket is a mandate

2. NO refund to be given for RTO pending pickups

3. Pickup refunds are to be processed by DT in case shipment is not picked up for 3 days ( If the option is visible on DT then only), if no option is visible on DT then no action needs to be taken.

4.NDR Escalation on ICRM & FD update

Ticket should not assign the ticket to anyone:

·

· Escalate the NDR on panel if escalation button is available.

· If the button is not available, check the NDR escalation status

· After NDR escalation, the seller has to wait for the next 48 hours to arrange the attempt.

· Re-escalation on NDR will be available after 48 hours.

Where we can assign the ticket:

· Escalation is not available on panel assigned to L2(paste the ICRM snapshot)

· If 3 attempts have been done and the status is "Undelivered", we can assign the ticket to L2 as an exception, but supporting notes should be mentioned on the ticket.

Where to check the NDR escalation button:

Post click the escalation button select the reason and remarks:

Once escalation done, check the status of NDR escalation:

After the escalation wait for 48hrs to re-escalate and check the status of the escalation

5. Introduction to SmartR (B2C)

We would like to introduce you to a new courier partner for B2C -- SmartR.

The details were as follows :-

1 ) Pincodes

Total Pincodes served - 1928

FM pincodes - 1923

LM pincodes - 1928

2.) Projected volumes

week 1 - 500 (shipments per day)

week 2 - 1000 (shipments per day)

week 3 - 1500 (shipments per day)

week 4 - 2500 (shipments per day)

3.) Mode

Tickets to be assigned to FM Escalation Team only (Meenu/Shruti).