4 may 2021

1. Remittance will not be processed for prepaid shipments, the agents have to check this before escalating.

2. 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.

3. Multiple tickets should not be created for the same concern.

4. We will ask for the shipment images along with the inner content image, post package image with the label and video of unpacking will also be required if the seller claims that the shipment has been delivered but the status is still not updated.

5. If the seller requests for the plan downgrade (beyond 30 days AON) then the case should be routed to Gaurav Rana.

6. If the seller requests for the plan downgrade (less than 30 days AON) then the case should be routed to sales.

7. If the seller requests for the plan upgrade then the agent will clarify to the seller that the existing plan will be terminated without any scope of a refund. Also, initially the agent should educate the seller to upgrade the plan from his seller panel.If the seller is reluctant to upgrade from the panel then the request will go to Gaurav rana.

8.The below mentioned link has to be followed while educating the sellers about COVID situations. The same link can be found on SR website -

Path - Shiprocket.in-->resources--> blog.

Link - https://www.shiprocket.in/blog/logistics-updates-corona-virus-outbreak/

9. The agent should pitch the CSAT on every FCR call/chat, wherein; the seller is satisfied with the solution.

10. We have made the following changes in the last two days:

a. No XB Air for Bronze Seller:

We have disabled XB Air for all bronze and newly registered sellers. Sellers will only be allowed to use XB Air once their tier gets upgraded above Bronze and for the rest of the tiers, it will be open. ( For existing bronze sellers the Xb air will be blocked in some time )

b. Added Essential Tag to orders:

Now, sellers can associate their new orders to Essential or Non-Essential based on their order type. This functionality is available for manual orders, API and bulk orders.

c. We will not show XB Air, FedEx, and BD Air mode for shipments containing Dangerous Goods such as Oxygen cylinders, sanitizers, etc....