Empty Parcel – 25th Nov 2025
Empty parcel case must be raised within 72 hours from the date of delivery.
Others (Post-Transit) (Escalations) – 8th Oct 2025
Going forward, for Others (Post-Transit) (Escalations) cases, we need to follow the process outlined below:
For OPT cases, we require the following details:
Invoice image
Received product image
Order delivered date (to be mentioned in the email body)
Additionally, we also require bank details
If the images are in a single frame, that is okay. However, if they are in separate frames or a collage format, the case will still be considered.
Once all the above details are received, raise the issue. The TAT will remain the same.
Please note that the issue should be raised within 7 days from the order delivered date.
OTP Validation for Bank Detail Updates on Roposo Clout – 3rd Oct 2025
While updating bank details on Roposo Clout, DS will be required to complete OTP validation. The OTP will be sent to the DS’s registered mobile number on Roposo Clout.
POD/POR Issue – 01st October 2025
When raising a POD/POR issue, please also attach the image in the order panel showing the source from which the complaint was received.
Missing scan – 01st October 2025
Sample Order ID 6916488429 – If a previous complaint was raised for a missing scan and the scan was later updated, but subsequently the scan is not updated again and the delivery timeline is exceeded, do not reopen the missing scan escalation. Instead, raise the issue under ‘Delay in Delivery’ escalation.
Update – RVP ODA Location – 17th Sep 2025
Check EMT comments
If the issue is closed with the comment ‘No response from buyer’, follow the process below.
Pitching the Refund
First, offer the customer a 50% refund.
If the customer still does not agree, reopen the issue and add the relevant comment.
When Customer Agrees
If the customer agrees to 50%, raise an issue under:
Returns (Supply) → Payment (Escalations)
The turnaround time (TAT) remains the same: 3 to 5 working days.
Refund failures due to invalid bank details Update – 10th Sep 2025
Within 1 month of order delivery → Share the automation return link with the customer to update their bank details.
After 1 month of order delivery → Share the manual bank form with the customer.
When the status is ‘Pending Confirmation’ → Share the bank details form with the customer.
Automation link – https://www.shipstreak.com/login
Manual Bank form Link – https://forms.office.com/r/GpeQ6JKviz?origin=lprLink
The Shipstreak Page is live. Update – 10th Sep 2025
Shipstreak.com is now live! Customers can log in, track orders, update addresses, raise returns, leave reviews, and get support—all in one place.
RVP Done Proof | Training Update – 5th Feb 2024, 16:55
If the buyer indicates that the product has been picked from their end, but the order panel does not display pickupdone status, please ask the customer to give any of the following choices.
For pickup evidence, we require the pickup boy’s number as well as the AWB number/pickup slip.
Pickup person’s contact number & AWB (scheduled or done)
OR
RVP Slip
OR
SMS confirmation (please note that the pickup code will not be considered)
Manual Form – RVP Refund | Training Update
1st Feb, 16:21
We are making changes to your usual job just to minimize confusion.
We used to fill out the Manual Request form for bank data if the bank information was incorrect or invalid.
We are currently introducing a new form: https://shorturl.at/sSXZ6
This document must be sent to the the customer for filling up their bank information in the event of invalid, incorrect or wrong beneficiary added issues.
We may utilise (if required) the same form that we used to submit manual requests.
This will make it easier to find the necessary information in a single source.
Start using:
https://shorturl.at/sSXZ6
Spreadsheet link:
https://docs.google.com/spreadsheets/d/1ZCUgFljeHRaITdFM7M-N_7KfHMR1XA7mQCDmWKeoy68/edit?usp=sharing
Stop using: https://docs.google.com/forms/d/e/1FAIpQLSc_i5Zu77WQTHbs3S5WjiAt66sMcvtf10gNBUT6cAboZSKTKw/viewform
Once we share the link with the customer, we need provide 3-5 working days for the refund to process and reflect.
Email Documentation | 8th Jan, 17:33
A session was conducted today based on email modifications and below pointers were covered:
1- Empathy statements has to be used based on the customer’s inquiry, request or complaints.
2- Further assistance should be followed on the closure email and not on all.
3- Closing statements has to be modified based on the scenario.
4- Signature should consist of first and last name.
5- We should not use ‘Team Support’ in our signature.
Documentation | RVP Refund – 20th December 2023, 11:04 AM
Here is the updated process.
Automated Return Link: 4 working days for pickup + 3 working days for refund.
Manual/ Tiny URL Return Link: 4 working days for pickup + 3 working days for refund.
In case of any complaints/escalations: 7 working days for investigation + refund.
Note: If the refund has not been processed within 24 hours of the pickup, the Returns (Supply) – Payment (Escalations) will be raised and follow a 7 working days TAT.
Documentation | Margin – 19th December 2023, 4:48 PM (Technotask Team)
If the DS approaches us and states that the margin does not appear in the bank account.
For example, if the margin is processed on the 15th of December, we will inform the DS to wait till Monday EOD, and if the amount is not reflected, we will inform the DS on Tuesday to send an email to support@roposoclout.com with the bank statement from the 15th of December to the current date, along with the Order ID.
Payment Error Escalations | Training Update – 19th December 2023, 12:00 PM
If the customer indicates that the amount was deducted from their account while placing an order and the payment status displays hold/pending/failure, please request a transaction screenshot before filing a Payment error Escalations issue on the panel.
This applies to all brands.
Following on from the preceding information. (4th Jan 2024, 16:36)
If the payment order status is cancelled or RTO, and the refund is not automatically carried out, please request a transaction screenshot with the transaction ID/Payment ID clearly visible before filing the Payment Error Escalations issue on the panel.
Documentation | Updated Issues – 12th December 2023, 11:13 AM (Internal Team)
The issue sheet has been revamped; please check for the updated information.
Documentation | Updated Issues – 12th December 2023, 10:31 AM (Technotask Team)
The issue sheet has been revamped; please check for the updated information.
Updated Delivery TAT | Training Update – 1st December 2023, 11:20 AM
Please find the updated delivery TAT.
Tier 1 cities: the order will be delivered in five working days after it is approved. If required, the delivery delay should be brought up on the sixth working day.
Tier 2 cities: the order will be delivered in six working days after it is approved. If required, the delivery delay should be brought up on the seventh working day.
Tier 3 cities: After the order has been approved, delivery will take place within eight business days. If required, the delivery delay should be brought up on the ninth working day.
In general, we can state that delivery is expected within seven business days.
Please note that the Andaman and Nicobar deliveries and shipments are no longer functional.
We have established a sub-sheet named State Classification under the Updated Issue sheet. Metro is represented by Tier 1, ROI (the rest of India) by Tier 2, and Special/Ultra zone by Tier 3.
Documentation | Process Update | Order Confirmation Charges – 8th Nov 2023, 17:02
For DS KAM account any drop shipper contacts us and wants to opt for the service for an order confirmation call, we will forward those details to the respective KAM.
For DS non-KAM accounts, if any DS wants to opt for the order confirmation service, we must record that information in the ‘New DS lead customer support’ spreadsheet.
Charges per connected call will be Rs. 6 + GST 18% = RS. 7.08/-
We must provide information about per connected call charges before diverting the case to the appropriate KAM. For non-KAM accounts, we need to maintain the data on the provided sheet and inform the DS that they will receive a call from the team within 48 hours.
Documentation Return Issue – 4th November 9:34 AM
Hi Team,
This is regarding a technical issue after raising the return.
We’ve been informed that customers are approaching, stating that the RVP has not been picked, but our panel shows that the status is delivered.
In such cases, please confirm with the customer any communication they have received related to the return.
After validating the details, we will share the tiny URL return form link with the buyer.
For Shop Tab and Roposo app buyers. Please use the SMS template return link https://tinyurl.com/bdd8bb8n
For Roposo Clout buyer, please use the SMS template return link https://tinyurl.com/bdfz44kb
This is to be followed until further notice.
Documentation | Return Issue Pickup Done – 30th October 2023, 13:42
Hi Team,
This is regarding a technical issue with Shop Tab orders.
We’ve been informed that customers are approaching, stating that the RVP is completed, but our panel shows that the status is delivered.
For such cases, please consider the complaint in the ‘Return supply payment escalation’. Additionally, mention that this case is considered because of a system issue.
Do ensure we probe for an AWB or pickup boy’s number. This will help to speed up the process.
This is to be followed until further notice.