AUG JKQ 2022

Q1. Seller called in contact center regarding pickup delay where the status was pickup exception since last 4 days . What action needs to be taken by the agent?

• Copy link from spark  and paste on new tab/Ask Awb >>>click on view details>>>click on DT>>click on pickup>>select  shipment not picked>>raise the agony and inform the seller to wait for 24 hours as well as agent will initiate 20% of freight charges as a token of apology charges>>proactive information need to be shared (Manifest, Label , Invoice)

• Copy link from spark  and paste on new tab/Ask Awb >>>click on view details>>>click on DT>>click on pickup>>select  shipment not picked>>raised agony and create NFCR ticket >>proactive information need to be shared 

• Copy link from spark  and paste on new tab/Ask Awb >>>click on view details>>>click on DT>>click on pickup>>select  shipment not picked>>raised agony and create FCR ticket 

• Inform seller to reassign

Q2. If the seller contacted us regarding KYC unfreeze and for account blocked due to multiple account creation. what will be the status, group and agent in ticket?

• FCR NO>> Open >> Compliance Queries >> Himanshu Thirwani Will ask the user to wait for 24 to 48 hr for resolution.

• FCR NO>> Open >> LOPS: Claims >> Himanshu Thirwani                           Asked to wait for 24 to 48 hr for resolution.

• FCR NO>> Open >> Compliance Queries >> Chirag Mullick               Asked to wait for 24 to 48 hr for resolution.

• FCR NO>> Open >>Compliance Queries >> Agent as per courier partner                      Asked to wait for 24 to 48 hr for resolution.

Q3. Seller called the contact centre regarding fake attempt made by the courier partner where the  seller has taken action on NDR for reattempt and later the shipment status is RTO initiated. "The case will be routed to?"

• FCR NO> OPEN >>NDR(Verification_Call)>>Divyansh Jain and inform the seller that verification call will be made to buyer within 24 hr and team will provide the resolution within  24 to 48 hrs.

• Agent will raise a ticket for RTO revoke 

• Agent will raise a ticket for fake NDR >>FCR-Resolved>>Client support >>Swati jaiswal

• None of the above 

Q4. Seller wanted to activate the postpaid plan how the agent will guide the seller?

• Inform seller to login into seller panel >>Settings > COD Payments > Postpaid>>On Toggle                                      Shiprocket Postpaid is only available on desktop version and once the limit is provided to seller then that limit can only be used for making COD shipments. If seller wants to send prepaid shipments then he/she need to recharge the wallet with min. INR 500 /- Tagging would be FCR.

• Shiprocket Postpaid is only available on desktop version and once the limit is provided to seller then that limit can only be used for making Prepaid shipments. If seller wants to send prepaid shipments then he/she need to recharge the wallet and send prepaid shipment

• Postpaid plan only available for lite plan

• FCR NO>> Open >>Compliance Queries >> Agent as per courier partner

Q5. The seller called in contact center and informed that the status of the shipment is showing as delivered but his/her buyer hasn't received the shipment. So, what information need to be shared with the seller?

• Ask the seller to take action on POD dispute with in 72 hrs from the delivery date through seller panel with path, panel-->orders-->all order-->pod action also, ask to wait for 10 working days to get the resolution Or Agent can also take action on POD from ICRM. Internal CRM>>Shipment detail>>Search AWB and go to shipment TAB>>Click on POD action >>Choose option"Delivered Not Received"  . Ask the user to wait for 10 working days for resolution. Ticket would be FCR

• Ask seller to take action on POD dispute with in 24-48 hrs through seller panel with path, panel-->orders-->all order-->pod action and ask tol wait for 3 working days for resolutionAgent can also take action on POD from ICRM. Internal CRM>>Shipment detail>>Search AWB and go to shipment TAB>>Click on POD action >>Choose option"Delivered Not Received"  . Asked to wait for 1 working days for resolution. Create  NFCR ticket and assigned to LOPS claim

• Ask seller to take action on POD dispute with in 24 hrs through seller panel with path, panel-->orders-->all order-->pod action and ask tol wait for 5 working days for resolutionAgent can also take action on POD from ICRM. Internal CRM>>Shipment detail>>Search AWB and go to shipment TAB>>Click on POD action >>Choose option"Delivered Not Received"  . Asked to wait for 10 working days for resolution.

• None of the above

Q6. The seller called in contact center and wanted to know if he/she can secure all the Shipments more than INR 5000  if yes, then what would be the process *

• Yes, the seller can secure the shipment . Go to Settings  >> Shipment Features >> Shipment SecureEnable the Auto-Secure toggle to secure all your shipments above Rs. 5,000 in value.

• Yes seller can secure the shipment. Go to weight panel from the left panel >>Go to Shipment Secure under the Shipment Features >> Enable the Auto-Secure toggle to secure all your shipments above Rs. 5,000 value.

• Go to orders from the left panel >>Go to Shipment Secure under the Shipment Features >> Enable the Auto-Secure toggle to secure all your shipments above Rs. 5,000 value.

• Go to Dashboard from the left panel >>Go to Shipment Secure under the Shipment Features >> Enable the Auto-Secure toggle to secure all your shipments above Rs. 5,000 value.

Q7. The seller called in contact center and informed that he/she has made a recharge of INR 500 in shiprocket wallet but same is not reflecting in wallet. What would be the action and what information need to be shared ?

• Copy link from spark  and paste on new tab >>>click on view details>>>click on billings & invoices>>Go to recharged log >>check transction and will raised a ticket to fops team FCR>>No Status>>ACR GROUP>>FOPS AGENT>>Ashish   Infom seller to wait for 24- 48 hours 

• Copy link from spark  and paste on new tab >>>click on view details>>>click on billings & invoices>>Go to recharged log >>check transction and will raised a ticket to fops team FCR>>No Status>>ACR GROUP>>FOPS AGENT>>Vicky   Infom seller to wait foe 24- 48 hours 

• Copy link from spark  and paste on new tab >>>click on view details>>>click on WHMCS>>Go to recharged log >>check transction and will raised a ticket to fops team FCR>>No Status>>ACR GROUP>>FOPS AGENT>>Vicky   Infom seller to wait foe 24 hours 

• None of the above

Q8. Seller called and informed that his shipment status is showing undelivered but has already been delivered to the buyer what would be the communication from our end ?

• I will ask the seller to share the pre ship images post ship images nd unpackaging video and will ask the seller to wait for next 24-48hours for the resolution   FCR- No>>Type- Complaint>>Issue Category- Shipment Tracking>>Sub Category- Shipment delivered not updated on panel>>Status- Awaiting Customer Response (Reply to client first then change the ticket status)>>Group: Lops Claims>>Advisor Name: As per the last mile 

• I will ask the seller to share the pre ship images post ship images nd unpackaging video and will ask the seller to wait for next 24-48hours for the resolution   FCR- Yes>>Type- Query>>Issue Category- Shipment Tracking>>Sub Category- Shipment delivered not updated on panel>>Status- Awaiting Customer Response (Reply to client first then change the ticket status)>>Group: client support>>Advisor Name:Manik

• I will ask the seller to share the pre ship images post ship images nd unpackaging video and will ask the seller to wait for next 24-48hours for the resolution   FCR- Yes>>Type- Query>>Issue Category- Shipment Tracking>>Sub Category- Shipment delivered not updated on panel>>Status- Awaiting Customer Response (Reply to client first then change the ticket status)>>Group: Lops Claims>>Advisor Name:vashnavi

• I will ask the seller to share the pre ship images post ship images nd unpackaging video and will ask the seller to wait for next 24-48hours for the resolution   FCR- Yes>>Type- Query>>Issue Category- Shipment Tracking>>Sub Category- Shipment delivered not updated on panel>>Status- Awaiting Customer Response (Reply to client first then change the ticket status)>>Group: Lops Tracking>>Advisor Name: As per the last mile 

Q9. If seller contacted us regarding shipment whose status is RTO initiated for more then 20 days and the seller has not received the RTO shipment . Where we will route the case for resolution ?

• I will ask if the seller wants soft loss or not ? If yes and if the seller is not dependent then we will initiate the soft loss (Max 5k as well as shipping charges as a token of apology) from DT and will create open ticket for delivery delay so that Investigation can be done  and will inform the seller that once the shipment gets delivered then we will reverse the soft loss amount Tagging - FCR-No Issue Category-Shipment RTO Sub Category-RTO Shipment not received Group-LOPS Delivery delay/Expedite Agent-Last mile as per courier OR If seller is dependent then case will be sent to LOPS team FCR No>> Status Open >> Group LOPS: Delivery Delay/Expedite >> Agent As per courier partner and ask to wait for 24-48 hours

• If seller is dependent then case will be sent to LOPS team FCR No>> Status Open >> Group LOPS: Claims>> Agent As per courier partner and ask to wait for 24-48 hours

• If seller is dependent then case will be sent to LOPS team FCR No>> Status Open >> Group LOPS: Claims>> Agent As per courier partner and ask to wait for 72 hours

Q10. Seller called in contact center to inform that the shipment status is showing as "Pick up Queued". What information to be shared and action to be taken?

• Copy & paste Link from SPARK on ICRM, check  under Shipment Details> View details> Shipment.   Or ask for AWB number from Seller and check the Shipment details Post checking the shipment details we will inform the seller that it's a transactional status and will ask the seller to wait for 24-48 hours from assigned date for status to be updated also inform the seller that if you want a urgent pick-up, you can also reassign that shipment. FCR-Yes, Category-Shipment Pick up, Sub-Category- pick up queued, Status- resolved, Group- Client Support, Agent- Swati

• Copy & paste Link from SPARK on ICRM, check  under Shipment Details> View details> Shipment.   Or Ask AWB from Seller and check Shipment Details ask to wait for 24 hours from assigned date for status to be updated and if you want urgent pick-up, you can also reassign that shipment.FCR-Yes, Category-Shipment Pick up, Sub-Category- pick up queued, Status- resolved, Group- Client Support, Agent- Swati

• Copy & paste Link from SPARK on ICRM, check  under Shipment Details> View details> Shipment.   Or Ask AWB from Seller and  you can also reassign that shipment.FCR-Yes, Category-Shipment Pick up, Sub-Category- pick up queued, Status- resolved, Group- Client Support, Agent- Swati

• Inform seller to create new order