How to Activate on Panel:

Option 1:

Step 1:Under Addons, click on NDR manual calling

Step 2: Click on Activate Now button to activate NDR manual calling add on

Option 2:

Step 1: Under pricing, click on Product pricing

Step 2: Scroll down to Add Ons, locate NDR Follow-ups card and click on Know More

Step 3: NDR Followups info page opens, to activate NDR Calling, click on the calling tab

Step 4: Once you navigate to the Calling tab, click on the Activate Now button to activate to activate NDR Manual Calling

Pricing:

Recharging Wallet:

The pricing will be deducted from the Wallet (logistics wallet), to recharge the wallet, click on the wallet.

Wallet Transactions:

To see wallet transactions, navigate to Logistics, then navigate to Billing, Under Billing navigate to and click on Wallet Transactions.

Pricing Structure:

The amount will be deducted per order, not on per call or per NDR basis.

For example if for an order 3 NDR occurs and hence 3 times the calls are connected, we would charge only 12 per order.

The amount would be deducted from the wallet as soon as the lead is pushed to 

NDR Calling Working:

How it works:

• Once an NDR occurs i.e. an order goes undelivered in the panel, we will send the order details to the Calling queue(3rd party) via API.

• A call will be placed to the customer asking the relevant details regarding the Order and Non Delivery. (exact call script can be obtained from the operations team)

• Once we receive valuable information (ReAttempt or RTO) from the Customer (via 3rd party), we immediately relay the same information to the courier via NDR APIs( whenever NDR API is available).

  • In case NDR API is not available,

    • Logistics - Operations team will escalate all the orders incl NDR APIs pushed orders

    • SaaS - Client will have to escalate.

Viewing in Merchant Panel:

This can be viewed in the NDR module (in Action Pending, Action Taken, RTO/Delivered, All tabs of NDR)

Call Recording:

For each NDR you can also view the detailed call recording by clicking on the link available in the detailed pop-up (this can be opened by clicking on Follow-ups)

Call Attempts:

For each NDR, you can view the number of Call Attempts made to connect with the customer.

• In detailed popup (by clicking on Follow-ups)

• In NDR Tabs (under Followup Details)

In Reports:

How to Download:

Navigate to the Download button available in the NDR tabs (in Action Pending, Action Taken, RTO/Delivered, All tabs of NDR)

In the downloaded Report:

The below data would be available in the report-

• Followup mode: Calling or WhatsApp

• Latest follow-up date: Date

• Customer response: Re-attempt or RTO or No Response

• Customer preferred date: Date (when available)

• Recording URL: Link (when available)

To know more about Shipway and it’s product click here or contact Support Shipway