Escalations and Transfers
L1 to L2 transfer protocol, KAM callback, refund SOP, OSLA handling, FCR/NFCR tagging guide, and ticket notes format
L1 to L2 Transfer Protocol
Important Note:
All social threats, management, or consumer forum issues will be live-transferred. If L2 is unavailable, TL/SME/Mentor will take a call exceptionally.
If the seller requests the next level at the L2 stage, the TL/SME must call back — no denial will be given to the seller. Direct transfer to the manager level is not possible.
Case 1: L1 Process (L2 Available)
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Gather details: AWB, Ticket ID, Last resolution.
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Create ticket if not available.
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Inform seller → take hold permission & share hold time.
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Mark RED SOS.
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Brief L2 (AWB, Ticket No., VOC, hold time).
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Transfer call to L2.
Case 2: L2 Not Available
Except Social/Management/Consumer cases.
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Apologize for delay & inform seniors are busy.
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Offer callback within 30 minutes.
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Mention the ticket notes and share the ticket ID with the respective TL's.
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Mark RED SOS.
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Close the call.
L2 Opening Script (Internal)
"Good Morning/Afternoon/Evening. Your call has been transferred to the supervisor desk. My name is [Name]. How may I assist you?"
L1 to L2 Handover Script (Internal)
"Good Morning/Afternoon/Evening, this is [Name]. I have Mr./Ms. [Seller Name] on the line facing [issue]. AWB: [AWB] | Ticket ID: [ID] | Last update: [Date]. Seller is aware of the resolution but wants to speak with a senior."
L2 to Seller (After Transfer)
"Thank you for your patience. Your call has been transferred to the supervisor desk. Apologies for the wait."
"I understand your concern regarding [issue]. Let me assist you further."
KAM Callback
If seller is requesting a callback from KAM or action is required from KAM:
| Field | Value |
|---|---|
| Properties Tag | Action by KAM |
| Ticket Status | Awaiting Customer Response |
| Group / Agent | Respective KAM Group and Name |
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Click Reply to All on the ticket.
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Remove seller's email ID from the reply.
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Add KAM's email ID.
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Include callback request details, Company ID, and registered number in notes.
Callback TAT: 24 working hours.
Refund Process
When to Give Refunds
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Seller is very upset, frustrated, or distressed in voice or communication.
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Seller asks for a refund immediately.
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Seller has contacted customer support 3 or more times for the same issue.
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Cases involving ORM / Legal / Management threats.
Refund Matrix
| Type | L1 Authority | L2 Authority |
|---|---|---|
| Freight Refund | Up to Rs. 500 | Up to Rs. 1,000 |
L2 freight refund does not apply to heavy or large shipments over 10 kg.
Cases Where Freight Refund Can Be Initiated on Seller Call
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EDD + 5 days and shipment has not been attempted.
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Without attempt RTO, whether LOPS reason is available or not.
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Shipment has BPR, less than 3 attempts, or zero attempts.
Soft Loss — In Case of Dispute
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Full amount refunded at L2 if SLA is breached.
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Forward SLA: 7 days.
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RTO SLA: 15 days.
Script if seller asks why a refund is being processed now:
We understand how frustrating this experience must have been. After reviewing the details shared by the courier and carefully assessing the situation, we sincerely regret the inconvenience. As a gesture of goodwill, we are processing a refund for you.
FCR / NFCR Tagging Guide
General Queries (Order Creation, Rate Calculator, Cancellation Path)
| Field | Value |
|---|---|
| Channel | Customer Support Call Center |
| Agent Assign | Own Name |
| Status | Resolved |
| FCR | Yes |
| SR Issue Category | Other |
| Sub Category | General Query |
Use this disposition only where DSAT chances are zero.
Awaiting Customer Response (Recharge Failed, Damaged Shipment, Panel Functional Error)
When documents need to be shared with any team:
| Field | Value |
|---|---|
| Channel | Relevant Department |
| Agent Assign | Auto Assign |
| Status | Open |
| FCR | NFCR |
When documents need to be checked:
| Field | Value |
|---|---|
| Channel | Relevant Department |
| Agent Assign | Auto Assign |
| Status | Awaiting Customer Response |
| FCR | NFCR |
FCR Cases (NDR Reattempt, RTO Status, Weight Discrepancy)
| Field | Value |
|---|---|
| Channel | Customer Support Call Center |
| Agent Assign | Own Name |
| Status | Resolved |
| FCR | Yes |
NFCR Cases (Account Blocked, Delivery Delay, Tracking Update)
| Field | Value |
|---|---|
| Channel | Relevant Department |
| Agent Assign | Auto Assign |
| Status | Open |
| FCR | NFCR |
SOP — Common Escalation Scenarios
Case 1: Seller Reaches for Same Issue 2nd Time in a Day
Context: Committed SLA has been breached, or ticket was closed without resolution and SOP requires the seller to raise a new ticket for the same issue.
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L1 transfers live call to L2 — do not stretch the call.
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L1 apologizes to the seller before transfer.
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L2 assigns the case as RED SOS to LOPS with 4 working hours TAT.
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RED SOS to be tracked by SR team.
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In case of threat, tag case as BAU ED.
Case 2: Seller Reaches Post 6PM with Callback Committed in 4–5 Hours
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L1 tries live transfer to L2.
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If L2 not connected, inform the seller that callback will happen before 12 noon next day by L2/Experience Center team.
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Ensure callback is completed before 12 noon by the Experience Center team.