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?

AUG JKQ 2022

Quiz
•
Professional Development
•
KG - 3rd Grade
•
Easy

Abhinav Singh
Used 5+ times
FREE Resource
20 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
15 mins • 5 pts
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
2.
MULTIPLE CHOICE QUESTION
15 mins • 5 pts
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.
3.
MULTIPLE CHOICE QUESTION
15 mins • 5 pts
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
4.
MULTIPLE CHOICE QUESTION
15 mins • 5 pts
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
5.
MULTIPLE CHOICE QUESTION
15 mins • 5 pts
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
6.
MULTIPLE CHOICE QUESTION
15 mins • 5 pts
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.
7.
MULTIPLE CHOICE QUESTION
15 mins • 5 pts
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
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