1. The agent will add "AWB number" on the notes while escalating the ticket.
2. The seller will receive an email and a message once the payment option is turned on or the order is edited.
3. As discussed, the opening and closing script has to be followed while doing the call back.
4. Tickets shall not be under open state unless assigned to the concerned team (LOPS/FOPS/tech).
5. Apart from asking the pre-post images/videos in POD denial cases, the agent will also ask for negative remarks on the POD as the absence won't help the seller to claim anything against the loss.
6. The agent will share the proactive information whenever required on the call.
7. If the seller is adamant on speaking to the senior then the agent will positively transfer the call . The agent will only try once to ask for the actual reason but should be stuck on that point.
8. Cases to ED will be routed through only one individual's id and not through multiple ids. Further, the cases shall only go to ED in case the seller threatens to go on social media or becomes difficult to handle on the call or has called more than 4 times in a day.
9. Non fatal parameters have to be worked upon which includes call etiquette.
10. In case of damage, we will not commit any refund without investigation.