1. POD denial cases - Update -
As discussed, in POD denial cases, we will now ask for the relevant images and videos from the team and mark the ticket as "awaiting customer's response" and assign the ticket to the LOPS.
In such cases, the agent will make the seller crystal clear about the requirements to resolve the case within TAT.
The agent should also make the seller clear that failure/delay to provide required proof within the TAT will result in denial and further no investigation will be conducted for such cases.
2. Negative balance cases -
The negative balance will occur due to the RTO shipments or the weight discrepancy. In such cases, the agent will do the calculation with the given below formula referring "billing tab" in the ICRM -
SR credit - SR debit - Unbilled amount = wallet balance.
The agent will also ask the seller to tally the same by using the below formula which the seller will refer to -
SR credit - SR debit - Unbilled amount = wallet balance. (refer billing tab in the seller panel)
The agent will also educate the seller to take out the reports for complete shipment from the SR panel and tally the RTO shipment charges which will give the seller a clear picture of the negative balance.
If there are no RTO shipments then the agent will ask the seller to check weight discrepancy raised in his "weight discrepancy" tab under the billing section.
3. Ajay Pandita is now the Spoc for "hyper local" shipments (non tech).
4. POD is not available in the "Hyper local" shipments but the agent will raise a ticket to "Ajay Pandita" in order to get the actual status of the shipment under "shipment tracking" category.
5. If the seller asks to connect with the KAM then the ticket shall be in open simultaneously and will be assigned to the KAM.
6. The agent will not assign the open cases to the LOPS if the seller has a KAM. This is because the KAM is responsible for handling the seller's complaint.
7. POD Dispute TAT -
Investigation TAT > Shipment not received but status is marked as Delivered : 72 hrs
Investigation TAT > Damaged/Wrong/No Product Received : 48 hrs
Post breached TAT, only POD request can be raised within 7 days from delivery date but investigation will not take place.