Suppliers will raise a support ticket or raise a CMB request if they are unable to download a label for any order(s). The support team will perform validations & take necessary action to resolve the supplier’s concern.

Scenario - Supplier raised a support ticket reporting that they are unable to download the label for an order

Process Steps:

Step 1 - Check if the supplier has shared the order ID

No - Inform the supplier to share the order details (calling is mandatory)

L1 Disposition: SS_Required info Missing

L2 Disposition: SS_Order Details not Shared 

Status: Pending

Macro: SS_Order Details not Shared_1

Macro:

Dear Supplier,

Greetings from Meesho.

To process the checks, we would need the order details for which you are unable to download the label. We request you to please share the order IDs.

Please note that the ticket will remain open for 48 hours, awaiting your response.

We request your kind cooperation.

Regards,

Team Meesho

Yes - The supplier has shared the details

Step - 2 Check if the order ID shared by the supplier belongs to them

Yes - Follow the next steps

No - Inform the supplier to share the correct details  (calling is mandatory)

L1 Disposition: SS_Required info Missing

L2 Disposition: SS_Order Details not Shared

Status: Pending

Macro: SS_Order Details not Shared_2

Macro:

Dear Supplier,

Greetings from Meesho.

We would like to inform you that the order ID you shared does not belong to your account. Please provide the relevant sub-order ID details to process your request.

Please note that the ticket will remain open for 48 hours, awaiting your response.

We request your kind cooperation.

Regards,

Team Meesho

Step - 3 If the supplier has shared the correct details, check the order status

If the order status is anything except “Ordered”, inform the supplier about the order status

1. If the order status is canceled

L1 Disposition: SS_Tech Issue

L2 Disposition: SS_Label Downloaded Issue Resolved

Status: Resolved

Macro: SS_Label Downloaded Issue Resolved_Canceled

Macro:

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding being unable to generate a label.

The current status of the order ID XXX is canceled, hence, we are resolving the ticket.

Thank you for reaching out to us.

Regards,

Team Meesho

2. If the order status is Shipped/Delivered/RTO/Return

L1 Disposition: SS_Tech Issue

L2 Disposition: SS_Label Downloaded Issue Resolved

Status: Resolved

Macro: SS_Label Downloaded Issue Resolved_Processed order

Macro:

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding being unable to generate a label.

We observed that you have already downloaded the label & the current status of the order ID XXX is shipped/delivered, hence, we are resolving the ticket.

Thank you for reaching out to us.

Regards,

Team Meesho

3. If the order status is Ordered

Process Steps:

Step - 1 Check if the label issue is resolved

Path - Supplier Panel > Orders > Check in which tab is the order reflecting & label download status

1. If the label is already downloaded, inform the supplier that the issue is resolved

L1 Disposition: SS_Tech Issue

L2 Disposition: SS_Label Downloaded Issue Resolved

Status: Resolved

Macro: SS_Label Downloaded Issue Resolved

Macro:

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding label generation and regret any inconvenience this may have caused.

We've noticed that you've already downloaded the label for order ID XXX. Therefore, we are resolving the ticket.

Please ensure your shipments are ready and handed over within the specified timelines to prevent any impact on your account health

Thank you for reaching out to us.

Regards,

Team Meesho

2. If the label is not downloaded, inform the supplier to wait for 72 hours from the order created date

L1 Disposition: SS_Tech Issue

L2 Disposition: SS_Label Downloading Issue

Status: Resolved

Macro: SS_Label Downloaded Issue

Macro:

Dear Supplier,

We acknowledge your concern regarding label generation and regret any inconvenience this may have caused.

Please note that the labels were not downloaded due to technical issues. Kindly attempt to download them again in the next 72 hours. If the problem persists beyond 72 hours, please reopen this ticket.

If the orders are getting canceled due to an issue from our end, your performance metrics will not be impacted.

We seek your cooperation and understanding in this regard.

Thank you for reaching out to us.

Regards,

Team Meesho

Note: Agents have to customize the dates according to the calculation of 72 hours from the order created date

3. If the supplier reopens the ticket after 72 hours complaining that the issue is not resolved

Process step: Fill in the form (Up to 5 order IDs)

If there are more than 5 order IDs, fill the tracker

L1 Disposition: SS_Tech Issue

L2 Disposition: SS_Label Downloading Issue

Status: On Hold

Group: Supplier Support

Name: Vishnu Vardhan Natarajan

Macro: SS_Label Downloaded Issue escalated

Macro:

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding label generation and regret any inconvenience this may have caused.

We have highlighted the label downloading issue for the order ID XXX to our backend team. We will get back to you as soon as possible.

We seek your cooperation and understanding in this regard.

Thank you for reaching out to us.

Regards,

Team Meesho

Rocket deal is a Rs. 9/Rs. 49/Rs. 99 store which will be live on the Meesho for a limited time every day with limited inventory. Each product participation will be a part of this deal only once every month. It will be done for limited inventory and limited time only(once a day).

It is an exclusive construct where at any given point only 50 products will be live and will get maximum visibility in the first scroll of the homepage.

Only a limited inventory (100 units) per product will go live for the deal. No inventory beyond that will be shown on the app at the deal's discounted price. So, the loss/burn will be limited to 100 units only for the seller.

Categories that are falling short in the Rs 9 construct, can also convert PIDs that are marked as Rupee_9_eligibility in the leadlist. However, for these PIDs, the inventory will be 50 units/inventory.

Please refer to the complete SOP:

Hi Team,

This is to inform you about the manual recovery.

Reason for recovery: The product has been delivered back to the Supplier & payment has also been paid to them instead of recovery, hence recovering the amount already paid plus Reverse shipping charges.

The file has been attached for your reference, "Column A" is having the order id where this tech issue has happened, and "Column B" is having the suborder id on which this recovery will be imposed(Visible in the panel).

For reverse shipping fees, the reason used is MANUAL_REVERSE_SHIPPING_FEE

For Product price recovery, the reason used is PRODUCT_PRICE_RECOVERY

All the doubts and queries will be addressed in the Sync up call

Please fill acknowledgment form

Hi Team,

Please be informed that the team has identified a leakage in supplier payouts for rocket deals which has been happening since February 23. Forward shipping fees were being added to the supplier input price for duplicate PID and since the shipping fee attribute for all such Order IDs were zero, suppliers were paid product value+ shipping fees whereas only product value should have been paid for the same

To rectify this, we will be initiating a manual recovery process to retrieve the excess amount of INR 3.4 Crore.

Reason Code: ROCKET_DEALS_EXCESS_PAYMENT_RECOVERY

L2:SS_User Supplier_manual deduction

All the doubts and queries will be addressed in the Sync up call

Be updated on all the updates by regularly surfing our ALC

Please fill acknowledgment form 

This is to inform you related to the scenario where the seller is unable to raise the ticket RTO claim ticket.

Why the seller is unable to do it

Sellers who have not proceeded with the forward scan won't be able to raise the ticket

What we have to inform them

We have to inform them about the scanning procedure and ways to do it

L1:SS_RTO_Compensation

L2:SS_RTO_Forward Scan Not Done

Macro: SS_RTO_Forward Scan Not Done

Status: Resolved

All the doubts and queries will be addressed in the Daily briefing.

This is to inform you all that we have recently started recording the seller's E-sign in order to add it to the invoice provided to the customer.

Sellers will be having one notification pop-up in their seller panel from which they can upload their E-signs.

Disposition to be used

L1:SS_ General issue

L2:SS_ General Query

Macro:SS_ General Query_Esign Information 

This is to inform you all about the SOP of daily deals

SOP consists of scenarios where the seller is approaching us with the concern of Opt-out and opt-in.

Hi Team,

This is to inform you all about the changes in assurance programs.

Changes/Addition

Typeform for opt-in and opt-out has been replaced by survey sparrow.

The sheet is attached with the link for your reference. Please add the links in the macros manually till the time we get this added into the macros.

We're back with another sale, Maha Indian Savings Sale, yes it's as amazing as it sounds for our customers and suppliers.

PFB the info:

Sale Name:Maha 1st Sunday Sale

Sale Date:4th June 2023

Supplier Opt-In Window:12th May '23  - 30th May '23 

Targeted Suppliers:All suppliers with active PID

Min Discount:3%

Max Discount: Nil

This is to inform you about the changes in NQC claim SOP.

Changes/Addition

1. Step of checking the 3PL image is removed.

There is one update in the "Label Downloading issue" SOP

Changes/Addition:

1. Downloading steps removed 

2. Step addition of asking them to download the label after 24 hours and update the status as pending.

Changes/Addition:

1. We have added a form to fill if every troubleshooting step passed.

Response Tracker 

2.Added form to fill if the status has not been updated for a long time.

Response Tracker:

3.All the cases related to payments will be catered only by SS_payments 

Refer SOP for the whole detail.

Changes/Addition:

1. We have stopped blocking the 3Ps for reverse shipment and pitching the deprioritization.

Refer to the updated SOP for a better understanding. 

This is to apprise you with respect to TDS u/s 194O deducted from suppliers. In this regard as per the income tax act if a person is not compliant with u/s 206AB we have to deduct TDS at a higher rate. In this case, the higher rate will be 5%. This check has to be done at the beginning of every financial year.

For FY 23-24, we have checked the compliance status of suppliers (~4 lakhs active suppliers) and on the basis of the same, we found some suppliers who are noncompliant u/s 206AB. Accordingly for those suppliers, TDS shall be deducted at 5%. Attached are the details of those suppliers for your reference.

Further, we will recheck the status of these suppliers in the Income Tax portal every month, if they become compliant in any month, we will change the rate from 5% to 1%.

L1:SS_Paymnets/Reports

L2:SS_Report Issue_TDS Reimbursement

This is to apprise you all about the Claim Protection Plan.

Introduction

1. The Claim Protection Plan is a program designed to provide you additional protection with respect to damaged or wrong products returned to you or if any product/item in the package returned is missing.

2. If an eligible package is damaged, or any product/item in the package is missing or if the product returned is wrong and the corresponding claim has been rejected by the 3PL, your claim will be auto-reviewed under this program. Subject to applicable terms and conditions, if your request has been approved, the fair value of the product will be reimbursed to you based on the quantity claimed.

FAQ and Macro sheet is attached for your reference.

Disposition to be used

L1:SS_New Feature

L2: SS_Claim Protection Plan Query/Complaints

We're back with another sale, Maha Indian Savings Sale, yes it's as amazing as it sounds for our customers and suppliers.

PFB all the details of the sale: 

Sale Name

Maha 1st Sunday Sale

Sale Date

7th May 2023

Supplier Opt-In Window

13th April'23  - 2nd May'23 

Targeted Suppliers

All suppliers with active PID

Min Discount

3%

Max Discount

Nil

https://docs.google.com/spreadsheets/d/1IQwwYZYGqaobnD4zAH_gFU27YgPzQhtlpSJKmYLASAE/edit?usp=sharing

This is to inform you all that because of some banking holidays we have decided to not process any payments on the 3rd or 4th of April and process all payouts on 5th of april.

This is already communicated to the sellers through the Notice board and SMS.

Seller comms:

Dear Seller - Please note that the payments for your orders will now be credited on 5th April owing to Mahavir Jayanti bank holiday on the 3rd & 4th of April.

Reverse shipping charges are revamped PFB the new rate card.

https://docs.google.com/document/d/1FlL8EXDSH4uGhiTEevmtrb-rpDKfyCS30-zsyKlnzwI/edit?usp=sharing

Dispo to be used : SS_Diffrential Rate card Query

This is to update you all on the scenario where sellers are Unable to Scan the Barcode while dispatching "scan now" option is only available in the M-web version of the seller panel and not on the app. 

So the seller needs to log in to the panel in the mobile phone browser to find the "scan now" option in the to-do list.

Disposition SS:SS_General Issues

L2:SS_Branded Packaging Query/Compliant 

Sale Name

Maha 1st Sunday Sale

Sale Date

2nd April 2023

Supplier Opt-In Window

17 March'23  - 28th March 2023 

Targeted Suppliers

All suppliers with active PID

Min Discount

3%

Max Discount

Nil

This is to inform you all about the new feature added to the inventory tab

Introduction

We have made new changes and added new features to the inventory in the supplier panel for more efficiency between us. Their supplier will only be allowed to update stocks for a max limit at one go based on your order trend. This will enable suppliers to keep an adequately updated inventory and help us understand the customers' requirements that could be fulfilled without failing to keep up with the Meesho standards.

Detailed SOP is attached for your reference.

This is to inform you all about the new additions in the Supplier panel's tab "quality dashboard"

Detailed SOP is attached for your reference.

Changes in SOP

Suppliers have to accept all the Shipments including the tampered shipments.

Detailed SOP is attached for your reference.

This is to inform you about the change in the SOP of POD-related disposition.

Changes in SOP

While providing POD we used to update the status of tickets as "Resolved" but now we will be choosing "pending" as the status of tickets while providing POD.

This is to inform you that there are a few changes in the SOP of dispositions mentioned below.

1.SS_Compensation & Waiver Issue_Not Settled_Lost: Post-filling Form we used to resolve the cases whereas going forward we should update the status of the ticket as "On hold"

2.SS_Compensation & Waiver Issue_Not Settled_WR: Post-filling Form we used to resolve the cases whereas going forward we should update the status of the ticket as "On hold

Inhouse Team will resolve the cases once the payment is done.

This is to inform you that going forward 100% calling will be required for the cases associated with the below-mentioned dispositions.

1. SS_compensation & Waiver_Rejected

2. SS_User Supplier_Manual Deduction

3. SS_Need to Increase the Orders

This is to inform you that there are a few changes in the SOP of order cancellation.

Changes in SOP

Earlier we used to Resolve the ticket post-filling the Cancelation form and providing tat to the supplier but going forward we will be keeping the ticket's status as "on hold" and the in-house team will resolve it once the order gets canceled.

We're back with another sale, Maha Indian Savings Sale, yes it's as amazing as it sounds for our customers and suppliers.

PFB all the details of the sale:

Sale Name

Maha Indian Savings Sale

Sale Date

12th March

Targeted Suppliers

All suppliers with valid PIDs

Min Discount

3%

Max Discount

Nil

For all the Opt-ins and Opt-outs share the consolidated data before 10th march 4:00 PM.

This is to inform you all that we have recently uploaded a recovery file for recovery of the short collection of TDS u/s 194O. Attached are the details of suppliers against whom the recovery file is uploaded.

Reason for recovery

While doing TDS u/s 194O reconciliation for the period Apr to Oct 2022, we noticed that TDS is being calculated at the rate of 1% because of some tech error whereas TDS should have been deducted at 5% (non-compliant under the income tax act). However, we have deposited TDS at 5% for this supplier to the income tax department. The excess TDS deposited for the period Apr 22 to Dec 22 compared to TDS calculated by the system is amounting to Rs. 4,66,720 hence the same is being recovered now. Rs.4,66,720 is the cumulative short deduction for the period Apr 22 to Oct 22

Disposition to use: SS_User Supplier_manual deduction

This is to inform you about the new SOP for the concerns related to Paid KAM.

Introduction:

A process to handle cases from sellers with regard to their Paid KAM.

Scenarios Covered

1. Supplier asking for the AM service where the supplier is not eligible for free AM.

2. If the supplier is stating that paid KAM is not assigned or did not give consent but the Paid KAM support is activated with a fee.

3. Supplier has a concern related to paid KAM

Detailed SOP is attached for your reference

Introduction

The supplier raised a ticket stating they have encountered fraud from the name of Meesho.

Fraud Type

Description

Any desk Fraud

Supplier was asked to download AnyDesk or any other screen mirroring application to take remote access to the supplier’s device. Sensitive/critical information is taken through the interaction and later robs the money or involves any other kind of fraud.

Lottery Fraud

Only applicable to the cases where the supplier was informed they won a lottery/scratch card/ lucky draw etc. and would have to pay upfront money in the form of tax/ processing fees/ basic charges etc. to avail the price. 

Unidentified Fraud

Any other case where a Supplier reports any fraudulent activity in the name of Meesho. For example, a job is offered in the name of Meesho 

All the cases related to fraud need to be assigned to the Kochar Team

Group:SX Non-Claim Tickets

Agent Name: Vishal Saini

Disposition: As per the Scenario

Status: Open

TAT: 24 Hours

Macro: Escalation Macro

Detailed SOP is attached for your reference

We have defined two cohorts of suppliers P0 and P1 based on the nature and pattern of brand fake deactivation, this grouping can help us pre-meditate suppliers who have the intention of committing fraud.

Differential Actions

P0 - Block for New Catalog Upload & Catalog Edit (7 days to 120 days)

P1 - Block for Catalog Edit (7 days to 120 days)

Dispo to be used:SS_Catalog P0 & P1 Repeat offenders

The attached sheet is having the bifurcation of P0 and P1 Seller

Macro to be used for P0 and P1 is attached for your reference.

If the supplier reopens assign it to Catalog Team

This is to inform you that the re-attempt form has been changed and the new form is already updated in the macros.

Form is attached for your reference.

RTO Assurance: RTO (Return-to-origin) Assurance Program is a new offering from Meesho for a select set of

sellers to help them manage their courier returns (RTO)* better and cap** the RTO% for the

respective month.

PFA the FAQ and cohort-wise %age.

C1: 0.5%

C2: 0.8%

C3: 1%

Macro Scenario wise has been updated in FD.

Dispo to be used: SS_RTO Assurance Query/Compliant 

FAQ

This is to inform you all about the Recovery/Compensation we are imposing as  Recovery/Compensation was not done because of various tech issues for the period of Apr-Dec'22.

Since compensation/recovery has been assigned to a single suborder-id for that supplier. I have attached the suborder-id against which recovery/compensation was uploaded on the panel along with the backup of the same. 

Link: https://drive.google.com/drive/folders/1iZgXGtW_RxIRQYaqhVti2vr8MI6hin2P?usp=share_link

Dispo to be used:SS_User Supplier_manual deduction

This is to inform you about the update in the macro of the SS_Payment issue_Payment cycle enquiry.

1. SS_Payment issue_Payment cycle enquiry_Return/RTO/Canceled Order Status: This needs to be used in the cases where the status of the order is Return/RTO/Cancelled.

2.SS_Payment issue_Payment cycle enquiry_Shipped/Intransit Order Status: This needs to be used in the cases where the status of the order is Shipped/Intransit.

This is to inform you all about the new SOP of the Operations visibility Control Framework.

Reasons considered for limiting the visibility of the catalog:

1. Frequently dispatching the wrong products (i.e. incorrect quantity, color, size etc.)  to customers

2. Dispatching a large number of orders after the expected dispatch date.

3. Canceling a large number of orders.

These Tickets will be catered by the Kochar Team if any other Team receives the ticket it has to be assigned to the Kochar Team.

Disposition SS: SS_Visibility WFR

Group: SX Non-Claim Tickets

Agent Name: Vishal Saini

Status: Open

Macro: Escalation template

This SOP covers all the scenarios which can come up while encountering the concern of the supplier.

Detailed SOP is attached for your reference.

there is one more step that has been added in our Sanity checks for claims processing.

Steps Added

1.If any video link consists of "Merged. Video" in it than it has to be rejected under SS_Reject_EditedVideo

Example URL:

1.https://supplier-prod-temp-files.s3.ap-southeast-1.amazonaws.com/products-upload/1675766377842/mergedvideo_338.mp4

2.https://supplier-prod-temp-files.s3.ap-southeast-1.amazonaws.com/products-upload/1675819219091/mergedvideo_4691.mp4

All the ADs Cases need to be assigned to the Group named "SX ADs" with sharing the Escalation Template.

 Macro: Escalation Template.

Group: SX ADs

Disposition: As Per Scenario.

SOP for Ads Team  :https://docs.google.com/document/d/1uEj3IcdLs6DXjqGxXTpxam1rGzE5yFlHwukZd_ikkSk/edit?usp=sharing

SOP For MB Team:

https://docs.google.com/spreadsheets/d/1MSkVNUwoUfVr3XRcJ0TeFx4d3X_TMIhvnk_yc3fMqE8/edit?usp=sharing

For more FAQs, kindly go to the supplier panel.

1. Go to the Advertisement tab

2. Click on 'How It Works'

3. Have the 'Take Tour' and FAQs for better understanding.

Query for date Wise Ad Recovery data

Query for Supplier Id Wise data

Free Ads Credit Receipt Query 

Going forward OPS SS or OPS Midmile won't assign back any tickets to the SS bucket if they do so we have to assign it back to the respective bin so that resolution can be delivered from the respective team only.

AM Tracker:

https://docs.google.com/spreadsheets/d/1oXQPLrkPEvaiQ4CFxMMLrRybO8QeSWPkwv-AGVyfRiU/edit?usp=sharing

Scenarios:

1. If supplier is requesting for an account manager.

Check points -

• Check in retained list with the supplier ID whether AM is assigned to supplier or not.

• If AM is not assigned then inform the supplier as of now there is no AM assigned, kindly share the issue you are facing.

• If supplier has shared the concern then inform the supplier accordingly.

L1 Disposition:SS_Account Manager Issue

L2 Disposition: SS_Account Manager not Assigned

Email Macro: SS_Account Manager not Assigned- Response 1

Status: pending

Scenario 1: If the supplier reaches out to us stating that the catalogs have been deactivated and wanted to know the reason then

Steps that the agent follow:

1. Agent will check the supplier panel for the reason for deactivation.

 If the reason was found then inform them the same and resolve the ticket.

 If the reason was not found then the agent should check the tracker if the supplier ID is reflecting or not.

 If the supplier ID is not reflecting then assign the ticket to the catalog team with 24 hrs TAT.

 If the supplier is reflecting then inform the supplier that the catalogs got deactivated as the supplier wrongly fulfilled the orders.

Disposition SS: SS_Catalogs

L2:SS_Catalog Manual Deactivations

Macro to be used: SS_Catalog Manual Deactivations_Wrong Fulfilment

Status: Pending

If the supplier shared the POA then fill out the form and give 7 days TAT to reactivate the catalogs and resolve the ticket.

Form To Fill For Reactivation: https://docs.google.com/forms/d/e/1FAIpQLScnnMge3O7NnyZFIe-oQAtHoVzY8aFj7QQaMUC8cD2BNuwyVA/viewform 

Response Tracker:https://docs.google.com/spreadsheets/d/1tgxMnjzp0xvRLheitSpJiaJ59t7iAJw3HT8gOTcVT14/edit?usp=sharing 

TAT for Reactivation: 7 days

Scenario 2: If the supplier reaches out to us stating that the catalog has low visibility and wanted to know the reason then

Steps that the agent follows:

1. Agent will check the tracker if the catalog IDs are mentioned then inform the supplier that the supplier has wrongly fulfilled the orders due to which the visibility has been made low.

Disposition SS: SS_Catalogs

L2:SS_Catalog Limited Visibility Issue

Macro to be used: SS_Catalog Limited Visibility Issue_Wrong Fulfilment

Status: Resolved

2. If the catalog IDs are not part of the tracker then the agent will provide a resolution.

Disposition SS: SS_Catalogs

L2:SS_Catalog Limited Visibility Issue

Macro to be used: SS_Catalog Limited Visibility Issue Response 1

Status: Resolved

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

This is to update you all about the addition to the SOP of the NQC claims

Changes/Addition:

1. Addition of Video Credibility checking in NQC: The agent will check the video guidelines if adhered then the next steps to be checked if not then it will be rejected under SS_Reject_NQC_NoEvidence

Refer to the updated SOP for a better understanding. 

This is to update you all about the addition to the SOP of the Shipment issue.

Changes/Addition:

1. Additional step of Deprioritizing to prevent 3p blocking and supplier serviceability expansion.

2. 'Misbehaviour with supplier' case classification.

Refer to the updated SOP for a better understanding. 

This is to update you all about the addition to the SOP of the manual Deduction.

Changes/Addition:

1. Addition of Evidence asking as a step to validate the claim

2. Evidence verification Step addition.

3. Supplier grade checking for approving the claim request.

Refer to the updated SOP for a better understanding. 

Sale Name:Maha Holi Sale

Sale Date:17th-19th Feb 2023

Supplier Opt-In  Window:26 Jan'23  - 13th Feb 2023 

Targeted Suppliers: All suppliers with active PID

Min Discount:3%

Max Discount: Nil

This is to inform you that going forward we won't be accepting any RTO claims if the supplier is neither part of Branded Packaging nor Meesho Mall.

SOP has been updated for RTO claims

Disposition To be used

L1:SS_RTO_Compensation

L2:SS_Reject_Non BP & Mall Suppliers

Macro: SS_Reject_Non BP & Mall Suppliers

Live Date: Already Live.

 Check whether BP or Mall supplier. 

This is to inform you that we have updated a few macros as per the request of the relevant teams.

Please refer to the attached sheets for an understanding of the macro name and Content.

This is to inform you that while updating the display name we shouldn't be using any of the special characters as it's restricted to use.

We should only use Alphabets or spaces to update the display name other than this any special character won't be allowed to be used.

Macro To be used: Display name Change instruction  

SOP of "Meesho superfast Pay".

Introduction

Currently, supplier receive payments post 7 days of delivery of order. The Meesho Super Fast pay Program allows suppliers to receive upto 90% of their payments on the next day of order pick up.

Example: if a supplier's order is picked up on Monday, they would receive upto 90% of their payment on Tuesday. The balance payment will be paid on the normal due date i.e. D+7.

This program would ensure that suppliers never run out of working capital and can continue to grow their business rapidly on Meesho.

Pre-requisites:

As of now, the requirements are that 

• Seller has to be on the Meesho platform for minimum of 4 months

• Seller needs to have a steady flow of Orders on the Meesho platform with minimum returns/RTO.

Charges:

There is a 0% application fee and 0% processing fee. Meesho will charge a nominal fee of 0.06% per day on outstanding payments of the superfastpay that we will be paying to the supplier (90%). Example: If you get an advance of Rs.10000 for 10 days - the supplier only has to pay Rs 60 as a fee.

This is to inform you that the macros related to Return Assurance have been updated.

The attached sheet has all the information about the macro along with the macro name.

Overview of SOP

SOP consists of scenarios where the supplier raises claim for RTO 

Changes/Addition:

1. Post sanity Check we should check whether the supplier has opted in for branded packaging or not.

2. All the claims of the supplier who has opted in for Branded packaging should be accepted 

3. In all the RTO claims cases we should mention in a private note whether the supplier is part of meesho mall/Branded packaging or not.

Refer the SOP for a better understanding 

This is to inform you that the macros of RTO rejection have been updated.

The attached sheet has all the necessary information about the macro along with the macro name.

This is to update you all about the Non-QC Customer return claims.

The supplier won't be able to raise the ticket in these cases and most probably they will approach us using the 'Others' FAQ.

Steps to check QC Status

1. Open Admin Panel

2. Search the order ID

3. Click on the 'View Details' option available in the Return/Exchange Column

4. Scroll down and check the QC Column whether it's yes or no.

Disposition to be used 

L1:  SS_ NON-QC_Compensation

L2:  SS_Reject_NQC Claim Blocked

Macro: SS_Reject_NQC Claim Blocked

Changes/Addition:

1. It is now scaled up and the current count of suppliers is now 6098 

2. Opt-in prices will be as per their bifurcation in Cohort.

3. Forms for opt-out and Opt-in have been changed 

4. Call back form has been added which we should use in the cases where the supplier wants a call back from the relevant dept for better understanding. 

Cohort Wise FAQ

Supplier Level recovery List

SOP

T&Q 

Overview of SOP

SOP consists of scenarios where the supplier raises concerns for claims using incorrect FAQs.

Sub-Scenario Covered

1. New claim request

2. Disagreement with the resolution shared by 3PL on the claim ticket

Please refer to SOP for the understanding of the steps that need to be followed if the supplier is approaching us for the above-mentioned concerns.

New Macros and FAQ have been added for the supplier's concern related to Direct Ticketing and preference order.

 Disposition Covered

1.SS_Direct ticketing to 3PL

2.SS_Preferred Courier Partner Query/Complaint

3.SS_Reject_NQC Claim Blocked

Doc Attached having all the Macros and FAQ

We're back with another sale, Maha Indian Savings Sale, yes it's as Amazing as it sounds for our customers and suppliers. 

Sale Name: Maha Indian Savings Sale

Sale Date: 07th-08th January 2023

Supplier Opt -In  Window: 21st Dec'22  - 04th Jan 2023 (12 Noon)

Targeted Suppliers: All suppliers with active PID

Min Discount: 3%

Max Discount: Nil

Few suppliers' accounts have been deactivated because of brand infringement issues.

The deactivated supplier data is attached for your reference.

If any of these suppliers reached out to us for the deactivation concern then ask them to share the documents and assign the ticket to Brand Support

Disposition L1: SS_Catalog

L2: SS_Brand infringement Issue/complaint

Status: Open

Group: SS_Brand Support

This macro needs to be used in cases where we are escalating Tickets to 3Ps for the wrong return validation,

Name of Macro: Escalation Template 3P Wrong Return 

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.

We have identified a few suppliers from whom we have to recover an amount of Rs.11.97 Lakhs. These suppliers have registered multiple supplier ids against the same PAN No., so we have identified ids that have a payable balance and from which we can adjust the recoverable amount.

We're uploading tonight this amount as "Compensation" against the supplier id that has a recoverable balance and simultaneously uploading the same amount as "Recovery/Penalty" against the supplier id that has a payable balance.

• The reason for the deduction is as suppliers are having two accounts so wherever the amount is recoverable and needs to provide compensation, we will settle the amount in the new account.

• If any supplier is raising a dispute on this then inform the supplier that the amounts are recovered or compensated to/from your account as it was supposed to happen from your other old account.

• The reason code/deduction code will be displayed on Panel is "Adjustment with other Meesho account"

DispositionL2: SS_User supplier_Manual deduction (for a recovery scenario).

Disposition L2: SS_Compensation & Waiver (for compensation scenario)

The sheet has data of recovery and compensation

What is a tampered shipment?

A shipment will be called “tampered” if any of the following aspects of the shipment is true:

1. Outer packaging is visibly torn and in a very bad condition

2. The label is in a bad condition – not pasted properly, torn, soiled, looks cut and pasted from other shipments, etc.

3. Any additional taping (except 3PL branded taping) on the shipment’s outer packaging

4. Supplier feels that the product inside the packet is wrong (through touching and feeling the shipment)

5. RTO delivered in a different flyer compared to the original flyer used in the forward leg

6. Supplier feels that the content inside the packet is lesser than what was sent in the forward leg

https://docs.google.com/document/d/1KVyzaRA_wl9HkmNg2hBZPEJ2Y-no-EZOLuwVT9lnNT0/edit?usp=sharing

Macro To be Used:  SS_Return denied by Supplier_tampered Shipment

Disposition L1: SS_Logistics

Disposition L2:SS_Return denied by Supplier

This is to inform you about the improvisation in the Return Assurance Program.

Existing Process:

>Compensation and Recoveries are currently happening at the order level.

Changes Implementing

>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.

Currently, the changes are in the testing phase with a sample of 135 Sellers. Data of sellers attached for your reference.

This is related to the panel issue suppliers are facing because of the fact that they are still using the old link to access their supplier panel.

The attached Doc will provide all the associated Info