Please find the briefing note for 6th July 2021-
1. Please refer to the attached Smart Lite Plan rates.
2. As discussed, below mentioned script has to be use as a rebuttal when the “senior/L2” is not available to take the transfer calls-
Hold Script -
If seller ask insist for the Senior
1st rebuttal
English:
Sir/Mam, I can surely transfer your call to my senior however ,they will also provide you the same resolution which Iamtrying to provide you.
Hindi:
Sir/Mam, Main aapki call apne senior ko transfer kar deta hunpar senior bhi aapko yehi resolution denge jo main aapko dene ki koshish kar raha hun.
If seller insist for the Senior, call be transferred to the Senior
Incase Senior is busy
English:
Sir/ Mam, currently seniors are busy in taking other seller’s call and this may take some time, can I arrange a call back for you, it will be done immediately upon the availability of the senior.
Hindi:
Sir/ Mam, abhi humare senior dusre sellers ke call mein vyasthai, is mein thodha time lag sakta hai, kya main aapke liyecall back arrange kar sakta hun, jaise hi senior free honge who aapko call kar lenge.
If Seller agree then arrange the call back and share the details with L-2 desk
If Seller do not agreed then
English:
Sir/Mam, surely you can hold the call while I check the availability of the senior and transfer the call, this may take some time. Incase the call gets dropped in between you do not have to worry as we will surely call you back.
Hindi:
Sir/ Mam, jaise hi humare senior available hote hain main apki call transfer kar deta hun, is mein kuch samay lag saktahai. Agar aapki call beech mein disconnect ho jati hai to chinta mat kijiyega hum aapko call back Karenge.
Ticket treatment- ops resolved -
3. The agent will add notes to the existing “ops resolved” tickets in case the seller is calling for the same concern.
4. While raising any connection dispute case, seller should share below details for further investigation -
a.Date of shipment picked,
b.Count of total shipment picked up on that date.
c.All sign manifest copies for particular courier, if multiple Manifest generated.
d.FE Phone No.
5. The GST on seller's freight invoice will only reflect if the GST is added by following the below path -
Settings --> accounting details
Once the seller adds the GST in the SR panel then the same is reflected on his freight invoice from the next billing cycle. The agent should not guide for GSTIN process in such cases.
6. Tickets should not be left open in case FCR tickets.
7.CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.
8. Multiple tags to be used while assigning the tickets with multiple awbs of the same courier.
9.Damage status on ICRM :- if the ICRM has status damage in intransit & product is neither perishable nor fragile, almost 90% of the orders are connected for origin due to poor packaging issue but Damage status can not be changed if AWB has been billed or in post bill status. (need to make seller understand where seller raises query for damage claim in intransit. example ( agent shares status as order is moving to origin but damage status can not be changed due to damage status)
10. NDR Workflow : Future delivery date Limitation : Seller or the buyer can choose the future delhivery date from the NDR raised date as the per below logic
1st attempt - reattempt for 3 working days .
2nd attempt - reattempt for 2 days
3 rd attempt - reattempt for 1 day
11. If you are taking requests from clients to change the payment mode from "COD" to "prepaid" for any shipments.
In that event, please reach out to the finance team at "codpayment@shiprocket.com" to block the COD remittance only for the shipments, post our confirmation case must be highlighted with the lops & team to change the MOP of the shipment in the system as well.
Aforesaid actions will reduce the financial risk and reconciliation issues with sellers & couriers.