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WorksheetsAUG JKQ 2022
Total questions: 20
Worksheet time: 5hrs 0mins
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
Q11. Seller called and complaint that he has already taken action on NDR for reattampt and waited for 48 hr as per TAT , What action need to be taken and what would be the tagging?
I will escalate NDR by going to ICRM >> Internal CRM >> Shipment Details >> NDR >> Esclate button and asked to wait for 24 to 48 hr for reattampt. Taging would be- FCR YES >> FCR Resolved >> Reattempt delivery >> client support >>Manik
we don’t re-attempt on RTO shipments
seller needs to share any alternate address or number for RTO reattempt delivery
None of the above
Q12. If EDD + SLA is crossed for more then 5 days. What would be process to initiate the freight refund ?
If the delivery is delayed by more than 5 days then i will initiate the freight refund (Shiping charges) as token of apology also will inform the user to wait for 24-48 hrs so that amount gets credited into wallet. Process to initiate the refund - There will be an option available in DT for freight refund so agent will process the refund with that option Search awb in icrm>>click on view details>>click on DT>>Delivery delayed >>will initiated freight refund as token of apology
FCR No>>Status open>>Lops:delivery delayed>>Agent As per courier partner
Inform seller refund not possible
FCR No>>Status open>> LOPS: Delivery Exception>>Agent As per courier partner
Q13. The seller called and said that his/her shipment has been picked up but status isn't updated on panel, What would be the necessary information we need to share with him?
I will request the seller to share the signed manifest copy, field executive's contact no. and no. of shipment picked on that day. Post receving the details, i will request the user to wait for resolution and TAT will be 24-48 hrs. Tagging would be-Ticket status>> Awaiting customer response, Issue category>>Shipment Tracking, Issue Detail>>Shipment Picked but not updated on panel, Group>>Preshipped untraceble Agent>> Vikas khare. Agent will share ACR mail to seller.
Agent will softly denied for any investigation.
Agent will assign ticket to LOPS:Pickup- Shurti and asked to wait for 24 to 48 hr.
None of the above
Q14. Seller has already taken the action within the POD time line but the claim got rejected. What information needs to be shared with the seller ?"
I will check if shipment is secure or not from ICRM Search AWB >>view deatils>>click on shipping charges>>will check shipment is secure or not Post investigation, if the claim gets rejected, the seller gets 48 hours to re-escalate the issue with correct images through the panel (Need to create the FCR ticket with Swati Jaiswal). Path for re-escalation from seller panel - Order - All Orders - Order Id/ AWB number search - POD details - POD Action - Re-escalate
Post investigation, if the claim gets rejected, seller gets 72 hours time to re-escalate the issue
Post investigation, if the claim gets rejected, seller gets 48 - 72 hours time to re-escalate the issue
Post investigation, if the claim gets rejected, the seller gets 24 hours time to re-escalate the issue
Q15. Seller contacted regarding the cancellation of shipment, as the shipment status is out for pickup from last 3 days, where the seller is unable to cancel his/her shipment .What will be the FCR ,status,group and agent in ticket?
I would like to inform you that as you are unable to cancel the shipment as the status is out for pickup that’s why I am raising a complaint for the canellation of the shipment and we will try to provide resolution within 24-48 hours Post cancellation i will inform the seller that he will get the amount in next 3-4 working days in wallet, FCR - No>>Open >> LOPS: Pick Up >>Shruti Suggested to wait for 24 to 48 hrs.
FCR Yes>> FCR Resolved >>Client Support>>Swati Jaiswal
FCR NO>> FCR Resolved >>Client Support>>Swati Jaiswal
FCR No>>Open >> LOPS: Delivery Exception >>Agent as per courier partner
Q16. what agent will do if status is showing undelivered due to out of delivery area reason?
I would like to inform you that the ndr reason is showing out of deliverey area due to non serviceable pincode for the same i will create NFCR ticket and share TAT of 24 hr for resolution. ICRM Search AWB >>view deatils>>click on NDR>>will check NDR reason and date Taging would be FCR>>No, Status>>Open, Issue Category>>Shipment delivery, Sub Category>>Shipment to be self collected by buyer, Issue Detail>>Require Delivery Centre Contact details, Group>> Delivery Exception, Agent>>Vineet .
We can`t take any action on this.Taging would be FCR>>yes, Status>>FCR Resolved, Issue Category>>Shipment delivery, Sub Category>>Shipment to be self collected by buyer, Issue Detail>>Require Delivery Centre Contact details, Group>> Client support, Agent>>Swati .
Seller can esclate with in 48 hours only.Taging would be FCR>>yes, Status>>FCR Resolved, Issue Category>>Shipment delivery, Sub Category>>Shipment to be self collected by buyer, Issue Detail>>Require Delivery Centre Contact details, Group>> Client support, Agent>>Swati .
None of the above
Q17. Seller wants to change his payment mode from COD to Prepaid in out for delivery status, what information needas to be shared by the agent with seller ?
I would like to inform you that the payment mode cannot be changed if the status is out for delivery or undeliverd For future :- login into seller panel >>Setting >>Click on COD to prepaid>>On Toggle Only applicable for Ecom ,xpressbees & Delivery Order >>All orders>>search awb no>>payment >>change cod to prepaid>> Create FCR resolved ticket.
Inform seller to login into seller panel >>Setting >>Click on COD to prepaid>>On Toggle Only applicable for Ecom Express & Delivery Order >>All orders>>search AWB no>>payment >>change cod to prepaid>> Create FCR resolved ticket.
Inform seller to login into seller panel >>Setting >>Click on Cod to prepaid>>On Toggle Only applicable for Ecom Express & Delivery Order >>All orders>>search awb no>>payment >>change cod to prepaid>> Create NFCR ticket.
COD to Prepaid option is not applicable
Q18. Seller contacted reagrding cod blocked due to invalid bank account details and unable to change the bank account details, what information needs to be shared with seller?
Advisor will fill Bank unfreeze tracker and agent will inform seller that within 3-4 hours the bank details will be unfreezed after that seller will be able to update bank details from seller panel >setting>COD Payments> Bank Details FCR-Yes Issue Category-COD Remittance Sub Category-Bank account details Issue Details-Change bank account details Group-Client Support Agent-Swati Jaiswal
Advisor will first ask unfreeze reason >>>Advisor will fill Bank unfreeze tracker and agent will inform seller that within 24 hours the bank details will be unfreezed after that seller will be able to update bank details from seller panel>setting>COD Payments> Bank Details
Advisor will raise complain to FOPS- Ashish Gaur & ask seller to wait for 24-48 hours
Bank details modification is not possible
Q19. Seller called and wanted to know that the POD dispute got rejected and wanted to know that if he can raise the dispute again or not?
If the POD dispute gets rejected then seller can take an action on POD again within next 48hours. I will also inform the seller that resolution will be given within 48 hrs. Path - Login to seller panel>>click on orders>>click on all orders>>AWB No search>>click on pod dispute and will escalte
Ask to wait for another for 10 days.
Agent will raise the FCR ticket and will ask to wait for the update from courier team.
If the POD dispute is not resolved in 10 days, on the 11th Day ticket needs to be assigned to the L2 Escalation team.
Q20. If Seller is interested in Rocketbox, what will be the status, group and agent in ticket?
FCR-NO Issue Category-Sales Sub Category-sales inquiry Group-RocketBox Sales Agent-Sakshi
FCR-Yes Issue Category-Sales Sub Category-sales inquiry Group-Client support Agent-Manik
FCR-NO Issue Category-Sales Sub Category-sales inquiry Group- Sales Agent-Tushar
FCR-NO Issue Category-Sales Sub Category-sales inquiry Group-RocketBox Sales Agent-Manik
