Account Related

SOP:  https://docs.google.com/document/d/1xluAmI14IqjTeetAa1fJPegV77obqEvbckwepv_2jz4/edit#

Metabase Query to check the 1200 credit eligibility

       KYC Updated SOP      

Scenario- Supplier raised request related to KYC updation and if ticket landed in any other queue's bucket other than Fusion KYC. The agent has to assign this to the respective group.

Macro- Escalation Template 

TAT:1 Day

Group- SX Fusion KYC

Dispo: As per request/concern

 :https://docs.google.com/document/d/1XJ2kypmg4KG32zd8P6NSeQnJxcNLqhtkKGcowejXna8/edit?usp=sharing

Training PPT DOC: https://docs.google.com/presentation/d/1a1ULG5suDNmdJs32vE6hnq5hOkUDvGc4/edit#slide=id.p5

1. Supplier wants to Change the GSTIN number.

Inform the supplier GSTIN number cannot be changed. As one account can be mapped with only one GSTIN number.

Disposition SS: SS_Supplier Edit Request 

Disposition L2: SS_GST number change 

Macro: SS_GST number change

Status: Resolved

2. Supplier wants to know about other general information/about category for product listing then inform the supplier accordingly and select the below disposition.

Disposition L2: - SS_General enquiry 

Disposition SS: SS_General Issues

Status: Resolved

3. If The supplier wants to mark the account as holiday/ supplier will not be available for few days etc.

Assist the supplier to mark the Inventory OOS to avoid unwanted orders and ask to dispatch the pending orders. Also, inform the supplier to go to the notice board and apply for the holiday from there.

Disposition L2: SS_Holiday request 

Disposition SS: SS_General Issues

Macro: SS_Holiday request

Status: Resolved

If the supplier wanted to cancel the holiday request that has already been submitted, then the supplier should reach out to supplier support and then the support team will escalate the ticket to Ops SS for the request cancellation

Disposition L2: SS_Holiday request 

Disposition SS: SS_General Issues

Query for the check holday requested duration

Query to check Supplier leave end date

4. If the supplier is not interested to work with Meesho, then agent will ask for the reason and give the below macro and keep the ticket in pending status.

Macro: SS_Not Intersted to Work_Account Deactivation

Status: Pending

Still the supplier is not convinced to work with Meesho anymore then we will ask the supplier to mark the listings as OOS.

Macro: SS_Not Intersted to Work_OOS

Status: Resolved

Disposition SS: SS_Supplier Account Related

L2: SS_Not Intersted to Work

If the supplier asks to delete the account then agent will try to convince to mark OOS, If not convinced then raise the mail to Amarnath to deactivate the account as once the account is created then can not be deleted.

5. Supplier Agreement Policy

If the supplier reaches out to us for the policies of Meesho, then inform the supplier to log in the account>> go to settings on the left side >> click on policies.

Disposition SS: SS_Supplier Account Related

L2: SS_Supplier Agreement Policy

Status: Resolved

Query:  If any supplier is contacting regarding the any catalog level changes, Unable to Update Stock, Catalog not Visible, Catalog Not Live, Received Less Orders, Unexpected Error Occurred etc.

Check Points:-

1. Check supplier account status.

Action to be Taken:-

1. If the supplier's account is QC Deactivation status, the agent should assign the tickets to Amarnath to check whether the account can be reactivated or not by sending escalation mail to the supplier.

Disposition: SS_Supplier Account in Deactivation_Quality

        Disposition SS: SS_Account Related

Macro Name: SS_Escalation

Ticket Status: Open

Assignee: Amarnath

Metabase Query 

2. Once Amarnath gives confirmation on the ticket stating that the account has been reactivated, The agent should inform the supplier that the account has been reactivated and the catalogs will be moved to Instock post 8 hrs. After that supplier needs to update the inventory post movement of PSM to valid.

Disposition: SS_Account Reactivated

         Disposition SS: SS_Account Related    

3. If  Amarnath updates that the account cannot be re-activated then the agent should inform the same and solve the ticket.

Disposition: SS_Supplier Account in Deactivation_Quality

         Disposition SS: SS_Account Related

Macro Name: SS_Supplier Account Deactivation_Quality

Scenario 1: If the account is deactivated by OPS/temporary delete.

Checkpoints -

1. In Supplier Panel -> Check the Status of Account-> Account status would be temporarily Deleted/ QC Deactivated -> Click on view and check the reason for deletion-> If the reason is mentioned as Ops Deactivation 

Then escalate that particular ticket to the OPS team for confirmation.

Disposition: SS_Ops_Account in Deactivation

Disposition SS: SS_Logistics

Macro: SS_Escalation Template

Other deactivation SOP link:   https://docs.google.com/spreadsheets/d/1p7lhvOqnLhUOemSPQpnRDOQacYwwDXTz6fvyJAsYLvo/edit#gid=0

                                                                                         Direct Dispatch

If any supplier sends the product directly to the customer offline by using local 3PL then automatically system captures the supplier details and in the backend, the ops metrics will be checked like the Low Dispatch rate.

If the LDR is less then the account will be blocked from our end.

Hence, blocking the supplier is not based on only direct dispatch but it is based on Ops metrics too.

Directly Contacting End User:

1. CX agent should ask the end user to share the proofs like calling the number or call recording or WhatsApp communication.

2. SX agent will validate whether any detail is matching with supplier details.

3. If Yes, then will escalate to In-house team for taking an action on the Supplier.

4. If No, inform the CX team stating the supplier details are not matching.