On Wednesday, Indian online marketplace, Shopclues announced through email it would be upgrading its system for all pickup related issues. Within a month’s time, sellers on the platform are required to use the seller panel instead of emailing firstname.lastname@example.org.
Similarly, the etailer shutdown its merchant email support in August. Sellers now raise tickets through the seller panel. Snapdeal has also ended its email merchant support and introduced the facility on its seller panel.
How should sellers address pickup issues?
The storemanger’s ‘Courier Pickup Response Tracker’ panel, is where sellers need to go to address pickup related issues. Shopclues says the new panel is transparent channel between the seller and their courier partner. This is meant to initiate hassle free pickup management and provide benefits in the seller’s interest.
This new panel will now allow sellers to:
– View daily updates sent by Shopclues’ courier partner
– Confirm and raise tickets against pickup updates
How to access the new panel?
According to Shopclues, the ‘Courier Pickup Response Tracker’ panel can be accessed either through:
- View order page
- Manifest search page
- Auto-Manifest page
When on this panel, sellers will see pickup records with the upload dates, carrier name,Carrier pickup status, Carrier pickup remarks and token number in case of any, all uploaded by the courier partner. The seller must confirm agreement on courier pickup status by clicking the ‘Confirm’ button. In case of a pickup dispute then the seller must select the ‘Raise Ticket’ button.
Sellers get only 24 hours according to Shopclues, to raise a ticket or to confirm pickups. After this, the seller will not be allowed to raise a ticket against that particular pickup.
If ‘Raise Ticket’ is selected, sellers must enter manifest ids which are not picked up to ensure quick resolutions. Next, the seller must select the confirm button to raise the ticket.
Remarks entered can be edited and the ticket can be opened to post more remarks on the ticket, check progress and to check communication about the issue.
When no remarks are made by the courier partner against the pickup till daily cut-off time for remark upload, the seller can still raise a ticket against the courier partner.