31 May 2022

1. If any seller requested for a KAM call back, then we need to assign to KAM for call back Other>>Call back from KAM

2. If callback is reqd from KAM for any tickets where the resolution needs to be shared by KAM only then email to KAm and share tickets in sheet.

3. shared sheet for KAM action-call:

https://docs.google.com/spreadsheets/d/1TK6CaJmCXuTnY1kXZRqbUKBI2fYFNggbt77762wOA8A/edit#gid=0

4. For SRF orders assigned to KAM and mention in pvt note.

5. If there is any FCR resolved case and call back needed then you can inform the seller and raise that ticket with issue category Other>>Call back by KAM

Or in the NFCR case, assign the case to the respective department and create a new ticket for call back or email to the KAM to arrange a call back (in this case we don't need to create a ticket) and mention the supporting notes.

6. We do have a feature of bulk weight dispute in which the seller can raise the dispute in bulk from his panel. This is not a plan specific as any seller can opt for this feature but the seller needs to raise the request for activation or its deactivation.

If the seller has activated this feature he can raise the dispute for 100 shipments at one time. Also, we do have a visibility for the same on ICRM in the weight discrepancy panel for its activation/deactivation status. Please find the attached images for the reference.

7. Clients have to raise the request for activation through calls/chat/tickets, once we receive such a type of request we can do the same from our panel by clicking on confirm option as shared in the below screenshot. Also, this feature will be activated in the account instantly only the client has to re-login his account to avail this feature once we activate/deactivate it.

If the client is having more than 100 weight disputes then the client needs to take action again to raise the dispute for the rest of the shipments.

Further, to raise the weight dispute in bulk, clients have to click on the check box as mentioned in the below screenshot then click on the Dispute all option on the right side as shown in the attached image.

8. NDR update-

>If shipment is undelivered then for reattempt if raising then assign to E2.

>For delivery attempt verification is assigned to E2.

>For RTO revoke, assign to E2.

>Incase of RTO without NDR for RTO reason assigned with freight refund eligibility assigned to E1.

>>Till 3 awb we can do verification of delivery attempts. If more than 3 AWB then assign to E2.

>>For DC address assigned to E1 incase of ODA location. (group: delivery exception).

>>For DC address in wrong address, customer not contactable etc. reason assigned to E2 for DC address.

9. Partial claim - Good seller SOP:

We need to assign cases to LOPS LM for the partial claim for damage/missing/wrong shipment.

10. Lost shipment claim:

If any seller wants the lost shipment claim in their bank account then then we don't need to check the open shipments.

We need to check if bank details are updated or not. If updated then assign to FOPS.

11. Weight dispute:

1st time dispute raised, resolution TAT is 5-7 working days.

If a dispute is re-escalated then the resolution time is 48 hours.

12. Delay in delivery:

>=5 days: Then refund the freight charges and raise EDD escalation.

>10 days then refund the freight charges and confirm if the seller wants the shipment to be RTO or wants to wait for delivery.

13. Incase of multiple AWB for pickup delay or delivery delay or NDR, check for 3 samples of different couriers if any then raise agony and mark the ticket as FCR resolved. Also guide the escalation process. Do not assign to KAM such tickets.

14.The notes while escalating the cases to FM/LM/FOPS/Tech should be clear and specific.

15. If the SR account is suspended and the seller requests for the downgrade, the agent will educate the path to downgrade from the seller panel.

16. Further, if the seller is unable to downgrade from the SR panel then the agent will ask for the screenshot of the "error" under ACR ticket and the ticket will be assigned to FOPS "Ashish".

17. The agent will check the ticket history before creating a new ticket.

18. In the "payment not updated" cases, the agent will ask for the payment screenshot from the seller under ACR ticket and will assign the case to the FOPS with the plan name mentioned in the ticket.

19. Call transfer scenario -

The call has to be transferred real time to the "senior agent" when the seller asks for a transfer. If the senior is not available then the agent will not quote "senior is not available" . The agent will rather say that the senior is on call with a different seller.

20. The sellers can 'Escalate' from the Shiprocket panel if their weight disputes are rejected.

This will help sellers in raising their concerns over rejected weight discrepancies and save their efforts of going to Fresh-Desk to create tickets.

1- The escalation button will be active only when the seller's dispute has been rejected.

2- Both Escalation and Re-escalation buttons will be active for 2 working days.

3- If the seller is unable to take action within 2 working days, the Escalation button will be disabled.

4- Seller will have 2 working days to revert to any query asked by the Weight team.

5- Weight team will have time of 2 working days to revert on their queries.

21. The agents will fill in the "pipe drive" while assigning a lead to the sales team.

22.. FOPS points -

1. Type of invoices we send to the seller-

Freight,Subscription,early cod, Warehouse ,Packaging (manual invoices Penal and Duty Charges)

Freight invoices are billed twice a month 1st billing from 15th-16th 2nd Billing 28-30.

For first billing data is picked from 12th for 2nd billing from 25th - whichever awb's has crossed final status +7 DAYS are eligible for billings and gets billed in these two cycles.

23. If the call gets disconnected after sharing the resolution but further assistance is pending, the agent should call back the seller.

Call back should be done to the seller instantly in case of disconnection , in case of a high call flow where agent is unable to make a call back, he/she should highlight (document) it to the TL/Manager and call back should be attempted on the same day.