Team-wise Escalation Matrix
Level 1 and Level 2 escalation directory across Tech Support, Privacy Support, and Product teams — each function's coverage (KRAs) shown alongside its point of contact, phone, email, and group email ID.
Escalation owners for each department and function, split by Level 1 (first-line ownership) and Level 2 (product ownership). Each function lists the issues it handles (KRAs) directly above its contact details — find your issue, and the right POC is right there.
Level 1
Tech Support · Everything related to Last Mile
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Sohail Khan, Syeda Tasmin | 9717985680, 8588849461 | sohail.khan@shiprocket.com, syeda.tasmin@shiprocket.com | techsupport@shiprocket.com |
Handles: Wallet balance mismatch, Label issue, Status update, Logs required, Reports download/wrong data issue, Issue related to tax invoice, User Log in issue, Integration Issue, MOP Change, Courier serviceability issues, AWB Assignment Failure, Order not synced, Panel Issue, Auth failure, Unable to add/ship orders, API order creation, Issue in coupon code, Bank details update, Company Details Update, Webhook, Issue from courier's end, Pickup Schedule, Status Mismatch, Change/disable phone number, Return Order Creation Issue, Shipping Address, Shopify Order Sync, Remittance Reinitiate Request, Activation/deactivation, Android/IOS issue, Woocommerce pincode checker not working, Bank verification failure/KYC issue, General Issue, OTP Not received login/reset password, Label Download, Shopify - Auth Issue (Wrong creds), Channel Order Status Push (Woocommerce), Courier not serviceable, Data Export, RTO Score issues, API Generate AWB for Shipment, Courier activation/deactivation issue/log, KYC issue, Shopify - Order Not Sync (Backdated order sync), Shopify - Order Not Sync (Due to incorrect tags), Shopify - Prepaid orders coming as COD (Payment method ID not mentioned), Tracking status sync issue, VAS Plan Refund, Woocommerce order sync, Activation/Deactivation VAS, API Courier Serviceability, Bulk upload/update issue, Forward Order Creation Issue, ICRM role access, NDR concern, Re-initiate Remittance, Tracking, Buyer Communication Deactivation/Activation, Catalog upload Issue, Catalog Weight/Dimension Issue, COD hold Reason, Invoices unpaid, ONDC enable/disable, Referral issue, Remittance not received, Remittance Reversal Reason, Remittance Reversal Request, Secured Shipment issue, Billing cycle concern, Buyer app link issue, Channel Connection, Channel Order MOP issue, Channel Order Status Push (General), COD for next cycle, Courier Activation Request, Edit Order, Incorrect MOP, Incorrect MOP of order synced from channel, Knowledge gap, Logs, Manifest Data Mismatch, NDR issues, Orders not Syncing, Shipment Cancel, Shopify - Knowledge Gap, Shopify - Order Status not updated (Incorrect/No Mapping), Tracking Page, Unable to create return order, Weight related issue, WhatsApp communication not sent, Woocommerce Order Sync
Tech Support · SR Direct
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Syeda Tasmin | 8588849461 | — | techsupport@shiprocket.com |
Handles: Serviceabilty issue, OTP Based Delivery,Enable/ disable ,AWB exhaust
Tech Support · CBT/SRX
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Sohail Khan | 9717985680 | sohail.khan@shiprocket.com | cbttechsupport@shiprocket.com |
Handles: Bank verification failure/KYC issue, Billing cycle change request, Channel Order Sync (General), Courier not activated, DOCKX-AWB not found, DOCKX-Create new DOCKX FC, DOCKX-Dimensions reset, DOCKX-LM label request, DOCKX-Pincode mapping, DOCKX-Status update, Docx label not found, First mile ranking upload, Franchise enable/disable, Incorrect MOP of order synced from channel, Issue from courier's end, Issue related to tax invoice, KYC issue, Label Download, Label issue, marketing data request, Missing data, Missing tax value, Ranking/rates not uploaded, Reports download/wrong data issue, Share request shipping bills, Shipping bills request, SRX courier not available, Status Update, Tracking status sync issue, Update charged weight and amount, Update clearance type, User Log in issue, Weight discrepancy, Wrong weight
Tech Support · Engage 360
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Anurag Upreti | — | mohit.bisht@shiprocket.com | engagetechsupport@shiprocket.com |
Handles: Brand name/logo issue, FB link addition and removal, Invoice concern, Night restriction addition /removal, Panel activation/deactivation, Widget addition/removal, Phone number removal, Knowledge gap, Change phone number/email, Self Waba request, Unable to onboard, Virtual number assignment, Catalog Syncing/Creation Request, Template update (<=3), Template update (>3), RTO messages not sent, Orders not sync, Chat/Commerce issue, Billing/wallet issue, Data export, Knowledge gap, Broadcast not going, Count mismatch, Revenue attribution issue, Refund request, Segment not reflecting, Template issue, Knowledge gap, Automation not working, Template invalid, Revenue attribution issue, Incorrect Placeholder, Count mismatch, Image upload issue, Invalid Automation, Knowledge gap, Integration issue, Integration Request, Custom integration, Knowledge gap
Privacy Support · Infosec
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Manoj Kumar | — | — | — |
Handles: —
Product · Security Console
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Aditya Sharda, Manoj Sharma | — | — | — |
Handles: Security Console Product
Level 2 — Product
All Level 2 functions sit within the Product department.
Value Added Services
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Kushika Kakkar, Ria Thakur, Shashank Mittal | — | shashank.mittal@shiprocket.com | — |
Handles: Brand Boost, Packaging, Insurance, RevProtect, SR Promise, ECOD, Instant COD(ICOD), WAC(Whatsapp Comm), RTO Score, Delivery Boost . Secure
SR Cargo
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Alka Mishra, Rohit Vishwakarma, arun thapliyal | — | — | — |
Handles: Anything related to Cargo Product, KYC, Onboarding, VCN
SRX(International Shipping)
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Mansi Aggarwal, Shradha Shukla, Vivek Thota | 9958806116 | vivek.thota@shiprocket.com | — |
Handles: SRX , Dock X , Rider X , Cargo X, Seller Panel - Compliance, Order Journey, ICRM for SRX , Shiprocekt Connect , Marine
KAM APP
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Mansi Aggarwal, Vivek Thota | 9958806116 | vivek.thota@shiprocket.com | — |
Handles: KAM APP
AI Products
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Mahima Maurya, Violina Rajbongshi, Rohit Madan | — | rohit.madan@shiprocket.com | — |
Handles: Shiprocket Trends, Copilot, Address suite, Address score, Sense console, Twentytwo
SR Core, Mobile App, Direct (Navneet Kumar2)
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Navneet Kumar2, Sachin Dagar, Mayuresh, Sunny Sharma | — | sunny.sharma@shiprocket.com | — |
Handles: Orders, Exchange and Returns, Pickup, Manifest, Radar, Courier, Channels , Catalogue , First mile , Last mile , Weight Management, Shiprocket Direct , EDD, Tracking, NDR, Order Invoice & Labels
Finance
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Prajjwal Sharma, Tarun Kumar | 9899246750 | prajjwal.sharma@shiprocket.com | — |
Handles: Billing, Wallet, Passbook, COD, Bank Transfer, Remittance, Ledger , Rate card
Support
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Akul Vaishnavi, Tarun Kumar | 9871232107 | tarun.kumar1@shiprocket.com | — |
Handles: Support Tickets, Help and Support, Chatbot, Support SMS/Whatsapp/IVR/Calls
Engage
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Anuj paharia, Manorama Rai | — | anuj.paharia@pickrr.com | — |
Handles: Whatsapp Comms, Chatbot, CTWA(Click to Whatsapp Ads), Marketing, RTO suite
Capital
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Rashmi Mishra, Nikhil Kumar1 | 9997062389 | rashmi.mishra@shiprocket.com | — |
Handles: Capital, Credit score, business loan, Personal loan, LOS(Loan originating system), Line of Credit, Revenue based financing , Loans related COD's, Shipsure
RocketExpress
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Kanak Jain | — | — | — |
Handles: FM Pickups, LM VCN delivery network, Delivery Experience
Fullfilment , SRF, Dark Store
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Ishaan Tiwari, Shashank Mittal | — | — | — |
Handles: Warehousing, SR Fulfillment, Dark store, Inventory, inbound , outbound, OMS(Order Management System), WMS(warehouse management system), inventory sync
SR Core, Mobile App, Direct (Seerat Cheema)
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Konark Anand | 7018617195 | konark.anand@shiprocket.com | — |
Handles: Payment, KYC, Onboarding, Marketing, Plans
Quick Customer app
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Utkarsh | — | — | — |
Handles: Quick app, onboarding, Payments, Orders hyperlocal delivery, Tracking , Rider allocation , Support
Quick Dukaan
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Sameer | — | — | — |
Handles: Anything related to Quick Dukaan
Quick Rider
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Shreshth midda | — | — | — |
Handles: Rider related - Onboarding, Rider payouts, Rider KYC, Rider Support
Zop
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Kalpit Sharma | — | — | — |
Handles: Anything related to Zop Product
mySR
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| — | — | — | — |
Handles: —
Checkout
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Mudit Yadav, Manorama Rai | — | — | — |
Handles: Anything related to Checkout Product
Fastrr Ads
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Archit Mittal, Manuj Mundra | — | — | — |
Handles: Fastrr Ads, Audience Pro, Ad Studio
Shiprocket 4.0
| POC Name | Phone | Group Email ID | |
|---|---|---|---|
| Mohit Sharma | — | — | — |
Handles: My agents , Dashboard and Insight agents , Order agents , Copilot