Buyer Handling
Inbound buyer calls, Buyer Desk SOP, SR Assured verified seller buyer dispute flow, and first response templates
SOP — Buyer Call Handling (Inbound on Seller Support Line)
Share the current shipment status (pickup, delivery, or NDR) with the buyer.
Inform the buyer using the following script:
"You have reached the seller support helpline, which provides assistance only to our sellers with their operational concerns. For any queries related to refunds, replacements, complaints, or expedited delivery, please contact the seller or the website where the order was purchased directly for further assistance."
Do not share the seller's phone number with the buyer.
Nugget Ticket
| Field | Value |
|---|---|
| Issue Category | Others |
| Sub Category | Others |
| Tag | Buyer |
Buyer Desk
Buyer Helpline: 9953853080 (Monday–Saturday, 10:00 AM–7:00 PM)
Buyer Validation
| Priority | Details |
|---|---|
| Primary | AWB number |
| Primary | Buyer name |
| Primary | Mobile number |
If primary details unavailable — ask any 2 of: product name, product value, email ID, address.
Scenario Handling
| Scenario | Action |
|---|---|
| Wrong / damaged / empty / partial product complaint | Soft denial; share seller email from ICRM; create FCR ticket |
| Buyer refuses to contact seller | Raise NFCR — End User Support — Vikas Bhatia; record reason |
| Complaint with proof needed (product image or unboxing video) | Send ACR email; 48-hour response window; TAT 7 working days |
| Buyer contacted seller but seller stopped responding | Request chat screenshot or call recording; raise Open ACR |
| Buyer approached after 72 hours of delivery | Soft denial; suggest contacting seller; FCR tagging |
| Shipment status query | Provide updated status from ICRM; FCR tagging |
| Social media threat | NFCR — End User Support — Vikas Bhatia; email to SPOC |
Resolution TAT: 7 working days (including Saturday).
ACR remains active for 48 hours — inform buyer of this during the call.
Complaint Flow (Detailed)
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Inform buyer that investigation requires product image with visible AWB number or unboxing video.
-
Send ACR email requesting documents.
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Once documents are shared — raise Open ACR assigned to End User Support (Vikas Bhatia).
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Investigation team connects within 48 hours of receipt of proofs.
First Response Template (Email — NFCR)
Dear [Buyer Name],
Greetings from Shiprocket. We are extremely sorry for the inconvenience you had to face. Thank you for sharing your concern — we will surely help you.
We would request you to kindly share the product image / unboxing video within the next 48 hours on the same email. Once the required details are shared, the team will start the investigation and update you with the status in the next 14 days.
Please note: If we do not receive a revert within the mentioned timeline, this email will get closed automatically.
Thanks and Regards, Team Shiprocket