7 June 2021

1. There are two methods for generating and downloading a manifest:

Option 1: Select "Pickup Scheduled" Orders and Generate Manifest

Option 2: Scan/Paste AWBs and Print Manifest

. Select "Pickup Scheduled" Orders and Generate Manifest

Go to the "Orders" tab from your left menu and click on "Generate Pickup". Here:

a) Select your orders in the "Pickup Scheduled" status. Then, click on the "Generate Manifest" button on your top-right corner.

Please refer to the image below:

b) Here you can see all your selected orders. Go ahead and print manifest in your desired format.

2. Scan/Paste AWBs and Print Manifest

If you do not want to print manifest beforehand, please follow the above below:

a) Go to the "Orders" tab from your left menu and click on "Generate Pickup". To "generate manifest", please click on the button on your top-right corner:

b) To proceed, you can either scan your orders one by one or,

b) Paste all "pickup scheduled" AWBs in the given space.

Please refer to the image below:

c) Once generated, print manifest in your desired format.

2. POD or Proof of Delivery is an essential document of eCommerce deliveries. However, sometimes couriers share incomplete or invalid PODs that could hamper t2. he validation of customer response. You can now raise an escalation against a POD that is incomplete as per your business needs.

Here is how you can raise an escalation for an updated POD:

1. Go to Orders from the left menu and click on "All Orders"

2. From the filters, select your order for which you want to raise an escalation

3. You'll find a "Raise POD Dispute" button under the POD Details column

4. Click on it to open a pop up where you can select the reason for raising a dispute. We recommend you upload a file if you have received a fake or empty POD.

5. Submit your request.

Note: You can raise a POD dispute within 3 days of receiving the POD.

3. If the shipment is in the same destination city then only the agent can raise the case to the LOPS but shall not assure a successful delivery.

4. If the seller requests for the DC address under the "RTO initiated" case then the agent will first check if the shipment is in the same destination city or not. If the shipment is not in the same destination city then the agent will not cater the DC address request.

5. The FD ticket category should be as per the Q/R/C.

6. All the FD ticket properties shall be filled.

7. Assignment of cases should be done as per the escalation matrix.

8. The agent should follow the below link to educate the sellers on the current COVID situation -

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

9.Multiple Tag to be used while making tickets for multiple aebs for the same courier partner.

10. CSAT to be pitched on FCR calls/chats, wherein; the seller is satisfied with the resolution provided.

11. While assigning the case to the KAM, the agent should tag the case as FCR "No" and mark the ticket status as open.

12. If the KAM's case is already escalated to LOPS/FOPS/TECH then the agent will add the notes in the same ticket without changing the ticket assignment. If the seller is adamant on speaking to the KAM then the same shall be raised through an email.