New Features

Unicommerce Integration  is  an efficient way of inventory management also resulting in reduction of wrong dispatches.

In case the supplier writes to us regarding the same please ask him to drop an e-mail to integration@meesho.com and solve the ticket.

Macro : SS_Unicommerce Integration query

Disposition SS :  SS_New Feature 

L2: SS_Unicommerce Integration query

Status: Resolved

If supplier comes with the query as to what is trusted tag we should respond with the following Macro and close the ticket under the following disposition: 

Please be informed that mTrusted tag suppliers have been updated with the new criteria.

 We can check by visiting the Dashboard of the supplier whether he is M trusted or not.

 Criteria:

• Rolling window average rating of 3.9 (last 30 days) and have at least 300 orders in the same window

• At least one category with >=300 orders and a rolling window rating >=3.9 (last 30 days, category indicates sscat)

• No category having >=300 orders should have a rolling window rating < 3.9 (last 30 days, category indicates sscat)

Suppliers fulfilling all above are classified M-Trusted.

Disposition SS: SS_New Feature

L2: SS_Meesho Assured Tag Query

Macro Name:  SS_Meesho Assured Tag Query

MB Query for eligibility Check

If the seller says he is fulfilling the eligibility criteria or disputes that even after fulfilling all criteria didn't get the tag, escalate cases to MB

Disposition SS: SS_New Feature

L2: SS_Meesho Assured Tag Query

Macro: escalation template

Group: Metabase

We have introduced a new feature regarding the single package for multiple orders. Where suppliers will be able to do packaging for multiple products that are received on the same day from the same customer with a single label generation.

For example - If a supplier has received 3 orders from the same customer on the same day then for those orders suppliers have to dispatch in one package and for this one label will be generated.

Kindly find the below FAQs and sample label for the reference.  

Q.1. Whether the supplier has to dispatch all the consolidated products together irrespective of dates or not?

Ans: No, the supplier can send the products together if a customer has ordered multiple products in a single day.

Q.2. How AWB number will be generated for multiple returns request if we will implement this feature?

Ans: Once the customer will raise the return request for a particular order ID then a different return AWB number will be generated as this can be used for tracking purposes also.

Kindly find the below-attached sample of label generation and list of suppliers.

Link :  https://tinyurl.com/y7fzrpjh,  https://docs.google.com/spreadsheets/d/1Yid0wd40KNUQzjzE-3tzPW2Fy-L590HVpF6nQ2QGQ-4/edit#gid=2015216785 , https://docs.google.com/spreadsheets/d/1BZ7jP3EIWT0iHDwJIFUD_kIpHGdKj-caIsC5DDXbuaI/edit#gid=1568655461 

Macro Name:- SS_ single label for multiple packages of same customer

Disposition L1: SS_New Feature

Disposition L2: SS_Single Label For Multi-order Feature Query

Please be informed that earlier we have started the consolidated order dispatch for the forward shipments and now in addition to this we have started the same procedure for return shipments as well.

We have launched the single package return for the consolidated orders that have been shipped together by the supplier.

For instance, if a supplier shipped 5 orders with the same AWB number and the entrepreneur raises the return for 2 orders at a time then the return products will be picked up in a single AWB number from the customer end. 

Note: We have started this with few suppliers as of now. If we get this type of scenario, then please contact us for more details.

Disposition L1: SS_New feature

Disposition L2: SS_Consolidated_Return_Order_Query 

Macro Name: ss_ single package return for the consolidated orders

A new feature called Price Recommendation has been added to the supplier panel for the suppliers provided in the link below:

Sheet Link 

Basic Intro to the feature :

Meesho has launched a Price Recommendation tool for its suppliers on the Supplier Panel. Using this tool Suppliers can set competitive prices on their products and win sales from their competition.These recommendations are generated by analysing data to make suppliers successful on Meesho.  

Please go through the Walkthrough video and the FAQ Doc for more information on the same.

Macro : SS_Price Recommendation (existing suppliers) 

Disposition : SS_New Feature

L2 : SS_Price Recommendation Feature enabled  

Macro:SS_ Price Recommendation Tool _query

The product Recommendation Feature is for increasing the sale of suppliers by recommending products having more Demand but less supply.

Refer Video for brief info:https://youtu.be/AiJIVAqQ2RI

 Macro : SS_ Product Recommendation Tool _query

Disposition :  SS_ Product Recommendation Tool _query

Please go through the below-given update on the newly implemented feature for our suppliers as a "Messho Shop".  Kindly check and accordingly reply to supplier queries if anything comes in.

Link: Meesho Shop SOP link

Disposition L1:  SS_Meesho Shop, L2: SS_Meesho Shop general query

Please find the Macro doc below.

https://docs.google.com/document/d/174gympEM5fCu5enFMciBTm9EPuIk-0QcwsEG5bjFxaU/edit

Please note that all the canned responses have been added in Freshdesk.

SS_ Meesho Shop_How to create/Panel Content

SS_ Meesho Shop_How to get orders/Panel Content

SS_Meesho shop_General Info/Panel Content

SS_Meesho Shop_Why to sell in Meesho App/Panel Content

SS_Meesho Shop- ‘Follow Shop’ enquiry /Panel Content

SS_Meesho Shop- How to share /Panel Content

SS_Meesho Shop-Benefits of Meesho Shop /Panel Content

SS_Meesho Shop-charges enquiry/Panel Content

SS_Meesho Shop-commission enquiry/Panel Content

SS_Meesho Shop-How to find Meesho Shop orders /Panel Content

SS_Meesho Shop-shipping enquiry/Panel Content

SS_Meesho Shop-Shop Name enquiry/Panel Content

Queries/Complaints

Please find the below form and fill it when any supplier reach out to us with the meesho shop queries.

Every query need to be filled.

Form: https://docs.google.com/forms/d/e/1FAIpQLScKKnvpKCTbD3CWGKXcBHVXvAJ8lU9CEAYmFTbYTHkMDoi3xw/viewform

Link: https://docs.google.com/spreadsheets/d/1Gw14OilMGZr-2rFHBFVQSl5bRdsxNuhCDOMynJMFguE/edit?usp=sharing

Kindly use the below "communication to close the tickets related to meesho shop"

Query/Issue: If supplier's catalogs are not visible on meehso shop due to Quality Hidden WIP.

Response:

Dear Supplier,

We apologize for the inconvenience caused and would like to let you know that your catalog is under limited visibility for now as it is in the verification process which involves checking the quality of the catalog based on the number of orders and reviews and, is a crucial step to avoid any fake orders and reduce returns.

We appreciate your patience in this regard and your catalog visibility is purely based on catalog rating and orders improvement.

New Dispositions:

SS_Meesho Shop_Catalog Not Available

SS_Meesho Shop_Price Mismatch

SS_Meesho Shop_Logo/Banner/New Features

SS_Meesho Shop_Unable to Share URL

SS_Meesho Shop_URL/Store Name Change 

Business Boost Program: 

We have started the business incentive program for meesho shop suppliers (to increase the orders through meesho shop).

https://docs.google.com/presentation/d/16ajYYmDMQ99XxagwJX2X49Deu0zsqsL-pn5dfV1pNKQ/edit#slide=id.gfc9369e59b_0_2

Disposition SS: SS_Meesho Shop

L2: SS_Business Boost Program Query/Compliant.

If supplier reaches out to us with any other concerns which is not part of the SOP, then please send out an email to us.

Returns Assurance Program is a new offering from Meesho for a select set of sellers to help

them manage their customer returns better and cap* the return% for payment of return

shipping fee for the respective month

Dispositions:

SS Disposition: SS_New Feature 

L2: SS_Return Assurance Query/Compliant: Any query and complaint related to the program has to be tagged under this disposition.

SS Disposition: SS_New Feature 

L2: SS_Return Assurance _Payment Info/Compliant: Return assurance program's Payment related info and complaint has to be tagged under this Disposition

Macros

1.SS_Return Assurance Query/Compliant

2.SS_Return Assurance _Payment Info/Compliant_opt-in_fee

3.SS_Return Assurance _Payment Info/Compliant_RSC

Explanations: https://drive.google.com/file/d/1F9afY12_riAf8PPqnc_zRvykzjzWeKnt/view?usp=sharing

T&C : https://drive.google.com/file/d/1z2j8YAcSzFOROJdbbwqpCxAnkReem7eU/view?usp=sharing

Changes which is applicable for 135 Suppliers Only (9th Dec 2022).

>Compensation and Recoveries will happen at the Seller's level.(RA opt-in fee will be recovered in a single order)

>Recovery at the seller level for all sellers will happen on the 17th and 2nd of every month going forward

>Compensation at the seller level is expected around the 25th of every month.

Seller Level Deduction data

New SOP

Quality Dashboard is a medium to understand the Qualitative Performance of your account.

The Dashboard shows the customer return trend in a graph model that the supplier can track by keeping filters like week or category. Product Id wise orders, return details with percentages, the loss(net return fee), top reasons for return and the action that needs to be taken by the supplier to reduce the return are also available in the dashboard.

 Scenarios which supplier can Raise 

1. Suppliers can Reach out to us with concerns about how to check the ratings of their accounts.

2. Supplier can ask where to check the ratings

Disposition L1: SS_New Feature

Disposition: SS_ Quality Dashboard _query

Macro: SS_ Quality Dashboard _query

Refer Video for More Info:https://youtu.be/2248L9KOYjU

2.Updated/New  Quality dashboard's SOP

NDD Program ( Next Day Dispatch Program)

Scenario: Supplier will raise a request stating they want to participate in NDD.

1.  Ask the supplier to share the catalog ids.

2. once the supplier shares the catalog ids then escalate to OPS team.

Disposition SS: SS_New Features

L2 Disposition:  SS_Next day dispatch program

macro: SS_Escalation Template

Internal Note: Supplier ID, Supplier Name, Catalog Ids

Freshdesk tagging: Supplier ID

Note: If the supplier account status is under QC deactivation then the supplier will not be eligible for the NDD program.

Scenario 2: If the supplier wanted to remove the catalogs from the NDD Program.

3.  Ask the supplier to share the catalog ids.

4. once the supplier shares the catalog ids then escalate to OPS team.

Disposition SS: SS_New Features

L2 Disposition:  SS_Next day dispatch program

Internal Note: Supplier ID, Supplier Name, Catalog Ids

Freshdesk tagging: Supplier ID

MB Query NDD Check

MB Query NDD SLA Check

SDD Program ( Same Day Dispatch Program)

Scenario: Supplier will raise a request stating they want to participate in SDD.

1.  Ask the supplier to share the catalog ids.

2. once the supplier shares the catalog ids then escalate to OPS team.

Disposition SS: SS_New Features

L2 Disposition:  SS_Same day dispatch program

macro: SS_Escalation Template

Internal Note: Supplier ID, Supplier Name, Catalog Ids

Freshdesk tagging: Supplier ID

Note: If the supplier account status is under QC deactivation then the supplier will not be eligible for the SDD program.

Scenario 2: If the supplier wanted to remove the catalogs from the SDD Program.

3.  Ask the supplier to share the catalog ids.

4. once the supplier shares the catalog ids then escalate to OPS team.

Disposition SS: SS_New Features

L2 Disposition:  SS_Same day dispatch program

Internal Note: Supplier ID, Supplier Name, Catalog Ids

Freshdesk tagging: Supplier ID

Notice Board is the medium for Meesho to communicate and announce information.

 The most important option which is there in the notice board is the option for suppliers to mark the Holiday.

 All the new announcements and information will be sorted in chronological order.

Meesho Mall is a premium retail space reserved for brand owners and authorized distributors on the App. Meesho Mall products have a “Mall” tag on all of their product listings which helps customers identify authentic, quality branded products.

FAQ:https://docs.google.com/document/d/1GTeXHfSP6l7QWusXUJ-csoPBYq-i965BnLQgiELveU8/edit?usp=sharing

Disposition L1: SS_New Feature

Disposition:SS_Meesho Mall Query/Compliant

https://docs.google.com/document/d/1GW3jQb9ichddu5mJANXw34Qi_225xKIUD2mZygONeZk/edit?usp=sharing

We have Launched the loyalty program to increase the sales of the supplier till year end by freezing the prices of the supplier for 45 days post optin them to the program by taking consent.

Suppliers who opted in will not be able to increase the prices but can decrease them through self- serve.

Final List of supplier list

Scenario 1: If any supplier reaches out to us for a price increase and the supplier is part of the loyalty program list then inform the supplier that the prices cannot be increased till 23rd Nov as the supplier is part of the program.

Status: Resolved

Scenario 2: If any supplier wanted to opt out of the loyalty program then the agent should inform the supervisors and the supervisors will draft an email to inhouse team for optout.

Macro: SS_Escalation

Status: Open

TAT : 48 hrs

Suppliers List Loyality Program October-May

Queries to check Loyalty program supplier lists:

Query 1

Query 2

Live Commerce: This is to increase the transparency among users to understand the quality of Product and for suppliers to interact with users and have a better market understanding.

>Live commerce is introduced to reduce the gap between supplier and user by giving an insight into the product over a live Stream.

>Duration of the live stream will be 90 Minutes.

>Initially it started with a pilot batch of 300 Suppliers.

Disposition To be used

Disposition L1: New Feature

L2:SS_Live Commerce Query/Complaint

SOP DOC:

Supplier disregards the resolution or is unhappy with the resolution and mentions dissatisfaction on the resolution and uses few alarming words as below in reopen ticket or on call  then agent will try to convince the supplier on the call, if not then assign the tickets to L2 desk

Alarming words : 

    A. Will escalate this further to CEO team 

   B. Will reach to consumer court

   C. Will escalate to Legal

   D. Worst service 

   E. Will stop working with Meesho

   F. Supplier uses profane words

   G. Adamant enough to disconnect the call or raise multiple tickets (more than 50)

Detailed SOP

Currently, this is only Live for RJN Centre.

Orders Assurance Program is a new offering from Meesho for eligible sellers to provide some security from uncertainty in sales 

FAQ and Macro List have been attached for your reference.

Dispo to be used

L1:SS_New Feature

L2:SS_Order Assurance Query/Compliant