7 July 2021

1. We have launched Amazon Shipping 1kg, 2kg, 5kg on Shiprocket.

Who all can make a shipment?

• Any seller who has GSTIN invoicing enabled in Shiprocket settings and has GSTIN added for the locations.

What all is serviceable?

• Prepaid Order Amount <50k INR

• Prepaid (we will open COD soon once Amazon approves)

• Max Dimension 70*70*45 cm

• Min weight is 0.5kg

• Max weight is 18kg

• Only non-hazmat items

Mode: Surface

Note: Dangerous goods cannot be shipped with Amazon.

Label:

• Only thermal printing is accepted by Amazon

How are pickups generated for Amazon?

• Shipments created with Amazon get automatically scheduled for pickup, sellers don't have to generate pickup manually.

• Shipments are picked up in 2 slots and the same is displayed on seller panel during ship now:

  • If shipment is created till 9:45am, the shipments are picked between 10 am-1pm

  • If shipment is created till 12:45pm, the shipments are picked between 1pm-4pm.

Also sharing the rate card attached to this email.

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

1^st 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.We have updated our NDR Escalation Flow which now makes it mandatory for sellers to provide a valid proof for raising escalation in Action required and RTO tab. Once the seller raises an escalation, we will be doing manual calling from the call centre for validating from the buyer.

Please find the below new changes in NDR escalation :

Action Required: We have changed escalation CTA to a new one - Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation.

RTO :

Escalate option has been changed to Fake attempt wherein the sellers need to provide the proof either as an audio file or image as a proof for raising an escalation. Also, the fake attempt will be available only for 48 hours after the RTO has been initiated. Post which sellers won't be able to raise escalation on RTO shipments.

Action Requested :

The escalation logic has been changed as well. If an action was requested between 0000 hours - 1700 hours, then the escalate button will show after 2359 hours next day and if the request was raised after 1700 hours then the escalation button will show on D2 2359 hours.

Whatsapp communication to buyers:

Whatsapp communication for the buyers is active for all the sellers and we will be sending a whatsapp message to the buyers for taking the reattempt request.

5. CSAT to be pitched on every FCR call & chat wherein; the seller is satisfied with the solution.

6. POD dispute: Please refer to POD dispute panel for raising POD denial only DNR cases, avoid creating tickets on such scenario (i.e ticket 2655302 & 2657778 query raised at both ICRM & FD)

7. POD dispute not raised on ICRM:- Need to avoid ticket creation for POD dispute & use ICRM dispute button for DNR cases (i e Ticket 2646488/ 2659395/ 2661090 created in FD but POD dispute button did not use).

8. Multiple tags to be used while assigning the tickets with multiple awbs of the same courier.

9. Adoption of NDR/ Expedite panel:- Have to push sellers for the adoption of NDR/Expedite panel instead of creating tickets.

10.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