RTO NDR
New RTO NDR workflow has been added to the Shiprocket account.
What is RTO NDR?
If seller’s order gets undelivered for any reason, seller can now submit a reattempt request, similar to the buyer NDR workflow.
Steps for reattempt
· Click on shipment tab->Click on RTO
· RTO panel
· Click on RTO-NDR Tab
· Seller can take action by clicking on reattempt option.
· Seller can see the action history ‘View history’.
Important note:-
· Each RTO NDR order is limited to one reattempt request.
· If the delivery of an RTO NDR order fails after a reattempt request, the order will be disposed off.
· If no action is taken within 10 days of the RTO NDR date, the order will be disposed off by the courier.
Damage/wrong/partial
Agent will check shipment value is less than 5k or above 5k
Green seller
Shipment value 5k less:-1 working days ( refund TAT)
Shipment value 5k above:-7-10 working days ( refund TAT)
Purple seller
Shipment value 5k less:-7-10 working days ( refund TAT)
Shipment value 5k above:-7-10 working days ( refund TAT)
* A seller can request POD within 7 days from the delivered date.
* The TAT to raise the POD dispute is 3 days after the delivered date (irrespective of couriers & dispute case)
* A seller or an advisor needs to upload a minimum of 4 pictures in order to raise a dispute on NDNR cases.
* Post investigation, if the claim gets rejected, the seller gets 48 hours time to re-escalate the issue.
EDD
· Check breached Suppress EDD
EDD Escalation- Actioned by Seller
§ Seller called within 24hrs:
Agent to check status on ICRM in EDD Escalation Tab
1- If LOPS remarks available, inform seller about new EDD
2- If LOPS remarks are not available, agent will check the Courier remarks under escalation TAB, if available inform seller about the New EDD
3- If LOPS & Courier remarks are not available inform seller to wait for 24 Working hrs (excluding holidays) to get the updated EDD
EDD Escalation- Not Actioned by Seller
§ Agent to take action on EDD Expedite escalation Tab via ICRM on seller’s behalf.
Inform the seller about the action and educate to wait for new updated EDD, which will get updated on the Seller Panel within the next 24 Working hours (excluding holidays)
Agent to educate the path to seller to check status on Seller Panel
Seller called Post 24hrs
§ Agent to check status on ICRM in EDD Escalation Tab
1- If LOPS remarks available, inform seller about new EDD
2- If LOPS remarks not available, agent will check the Courier remarks, if available inform seller about the New EDD
3- If LOPS & Courier remarks not available inform seller that "Shipment will be delivered in 3 Working days"
Revised TAT breached
Agent to check remarks on ICRM in the EDD Escalation Tab-
Agent to apologies to seller for the delay even after revised EDD
Inform seller about the Freight Refund initiated as a token of apology
§ Give an option to get the shipment RTO or further attempt to deliver
1- Seller want Further Delivery Attempt- Agent to inform the seller that attempt will be made, however there is no delivery date that can be committed
§ Refund- (Forward) NFCR Ticket to CS Team (Prabhakar)
§ Further Attempt- NFCR Ticket to LOPS for Delivery
2- If Seller agrees for RTO- Agent to inform seller that request is initiated for the shipment RTO, provide the RTO TAT and also inform that RTO Freight will be refunded
§ Shipment RTO- NFCR Ticket to LOPS to initiate RTO with Freight Refund
PICKUP
Check Pickup schedule date & time
· Check if escalation in progress
· Once found that pick up time breached inform the seller that we are providing two options for manifest escalation, either seller can escalate “pickup id” from seller panel or agent can escalate it on seller's behalf via ICRM for faster action
Path from ICRM:- Click on manifest ID in shipment tab > Click on escalate
Path from seller panel:- Orders > Manifest > Search manifest id > Escalation tab > Escalate
· Check if escalation in progress
Inform seller about:-
§ Same has been escalated / Escalation is already in progress
§ TAT of 24 hrs for next pickup attempt
§ Generate manifest & get it signed by pickup executive & shipment should be ready at the time of pickup with the label pasted on it
Proactive information:-
§ Escalate button from seller panel in case of pickup delayed (Going forward)
§ Path :- Login on seller panel > Click on orders > Process orders > Click on Manifest tab > Click on escalate button under escalation section
§ Button will appear from 12 Midnight on same day of pickup scheduled
Agony should be raised from DT and no ticket should create in pickup case
Weight discrepancy
To reduce the seller's grievances with regards to weight discrepancy raised on different channels, we have given sellers an option to raise a weight escalation for weight disputes which has not been resolved in their favor within 2 days of rejection. Maximum limit of escalation + re-escalation = 2.
Shiprocket Secure
Selective Secure:
Sellers can secure selectively on their individual shipments, the shipments should be above Rs. 5000 and below Rs. 25 Lakhs.
* When the sellers click on the Ship Now button, they will be prompted with a new toggle - Secured or Unsecured.
*. Based on the selection, the freight cost will increase and the shipment will get secured.
*. They can also do the same on bulk shipment as well. If they select multiple shipments and click Ship, then they are prompted with the same secured and unsecured selection and based on their requirement all shipments between 5K and 25L are insured.
Blanket Secure:
Sellers can also choose to cover all their shipments in the 5K-25L bracket as well.
* For this, they will have to go to the settings and enable - Auto secure all shipments above 5K in Settings>Shipment Secure.
* Once enabled, they will not get the secured-unsecured toggle and will automatically get all their shipments covered.