Orders Tab & Logistics

Summary: Orders Tab in the supplier panel refers to the information associated with the orders. Information from receiving the order to its dispatch would be traced in the Orders tab.

TAB INFORMATION

1. Search Option: This option offers flexibility to the supplier for seeking the order by searching either SKU ID, Meesho ID, Suborder ID or VSKU ID.

2. OnHold:  The 'on hold' tab in the Admin Panel displays orders that are on hold for Red Zone/End Users verification, which reduces the RTO%. 

The orders will not be subject to any penalties. We will cancel the order if the information provided by the customer is not genuine or the order details cannot be verified.

We will move these orders from 'on-hold' to 'pending' after verifying all information.

Macro: SS_Panel On-Hold Feature

Status: Resolved

Filters Available: Filter by order Date.

3. Pending: This will consist of the pending order where the action of the supplier is required i.e whether they had to accept it or reject it as per the availability.

Filters Available: SLA STATUS, Dispatched Date, Order date.

Self serve of cancellation if the supplier doesnt want to process the order  - Login to supplier panel >> Go to Orders tab >> Click on Pending tab >> select the sub-order number >> Click on cancel option

If the supplier reaches out to us for the below queries

1. Order is not genuine - For Order Confirmation

2. Out of stock Order Received

3. Order cancellation 

4. Ready To Ship: Once the supplier accepts the order that order will be moved from the pending to RTS Tab.

      Filter Available: SLA STATUS, Dispatched Date, Order date, Label Download.

This is one of the most important tabs for the order's life as from here supplier can download the label, can have an understanding of the Dispatch date and delivery partner as well.

The supplier will be able to download the manifest by downloading selecting the sub-order details.

If the supplier is not able to download the labels then what will happen.

Label download issues : Please find the updates SOP regarding the Label download issue.

Step 1: Supplier contacted regarding the label generation issue.

Step2: Agent will inform the supplier and ask them to try to download after 24 hrs.

Disposition SS: SS_Tech Issue

Disposition: SS_Label Download Issue

Status:Pending

Macro:

Dear Supplier,

We apologize for the inconvenience caused due to the label downloading issue for Order ID: _____________. Please try downloading the same in the next 24 hours. Please note, in case you are unable to dispatch your orders due to this issue, a late dispatch penalty will not be imposed.

Thank you for reaching out to us,

Step2: For the Label issues we have to follow the below mentioned 

• Single Order ID: Advisor has to fill Single order ID Column and place the error screenshot in the private note.(Mention Order ID, do not mention suborder ID)

  • Multiple Order ID's: Advisor has to fill in Multiple order ID Columns separated by a comma and place the error screenshot in the private note.((Mention Order ID, do not mention suborder ID)

- If any supplier has provided only a single order id and if the sub-order id ends with _2,_3 and so on then it is mandatory to fill these orders under the "Multiple Sub Order Numbers" section.

• Please find the response tracker below where the below action needs to be taken. 

- First agent have to check in the Tickets sheet if the ticket id is available or not.

- If ticket id is found in the Ticket sheet then we need to search the same under the "Action" sheet and as per the remarks action needs to be taken on the tickets.

Response Tracker: https://docs.google.com/spreadsheets/d/1b2F2J2e6IC8oBjdct29vB16Q6wqcRhsyB5geOh5q4eM/edit#gid=210407341

Metabase Query : https://metabase-presto.meesho.com/question/21714-label-query-for-tracker 

If the ticket id is not part of tracker then it has to be assigned to shubham mishra

Disposition SS: SS_Tech Issue

Disposition: SS_Label Not Downloaded

Macro: SS_Escalation Template

Group: Supplier Support

Agent Name: Shubham Mishra

Note: Agent has to fill the order cancellation tracker based on the output. If the output is Pincode serviceability issue/ Logistic unavailable etc.

@Abhishek Mittal Will run a query once in an hour and share the output against each ticket ID.RJN Team will be assigned those tickets where they will reply as per the remarks update.

SOP

                                                                                                    Pickup Related Issues

Supplier will raise a query stating pickup is not done/pickup is delayed.

Basic Checks : 

1. Go to supplier panel-> Ready to ship Tab-> Check whether any order is pending for pickup or not -> If the count shows 0 then inform the supplier that all the pending orders have been picked up so kindly check in your supplier panel.

Disposition: SS_OPS_Pickup done/scanning issue resolved

Macro: SS_OPS_Pickup done/scanning issue resolved

2. If any order is pending for pickup &  If the order was received on the previous day and label shows downloaded in the RTS tab, then escalate the issue to the respective 3PL team & inform the supplier that the issue has been escalated.

Macro : SS_OPS_Pickup delayed by More than 1 Day_ops escalation

Disposition SS: SS_Logistics

Disposition L2: SS_OPS Pickup delayed by more than 1 day

Status : Open

Escalate : Respective 3pl

Xpressbee pickup issue - agent should change the group to “XpressBee 3pl (SX)”

Delhivery pickup issue - agent should change the group to “Delhivery 3pl (SX)”

Ecom Xpress pickup issue - agent should change the group to “Ecom 3pl (SX)”

Shadowfax pickup issue - agent should change the group to “Shadowfax 3pl (SX)

(for ElasticRun, Loadshare, Pocketship(escalate to OPS SS))

TAT: 24 hrs

Mandatory Information to get tagged.

Freshdesk: Supplier ID, Delivery partner name

Internal Note: Supplier ID, Supplier Name, AWB Number, Delivery partner name(s).

Important Note:  Check the Order date and label download time

-> If the order is received on the same day post 11 AM and label shows downloaded in RTS tab, inform the supplier that pickup will be done the next day.

-> If the order is received on the same day before 11 AM and label shows downloaded in RTS tab, check metabase to determine the label download time. If label is downloaded before 11AM,then pickup will be done the same day and if the label is downloaded after 11AM, then pickup will be done the next day. Inform the supplier accordingly. 

3.  If the label has not been downloaded, inform the supplier to download the label and pickup will be done accordingly.

                                                                                              OPS NSZ ORDERS 

 In case if supplier reaches supplier support stating that the order is NSZ then we should resolve the case by filling out the cancelation form,

https://docs.google.com/forms/d/e/1FAIpQLSc4arZbXN8ypz2VE1ESV7KKV_i0Ku0jMMXstKQKEpUoezLJug/viewform?vc=0&c=0&w=1&flr=0&gxids=7628

Macro : SS_OPS_NSZ Orders +Cancelation TAT

Disposition SS: SS_Logistics

Disposition L2: SS_OPS NSZ Orders

Status : Resolved

3. Supplier concern is related to the exchange issue.

Disposition L2: SS_Exchange Issue 

Disposition SS: SS_Logistics

1. Supplier raised a query for exchange query/ Notification not received for Exchange Order / For exchange order invoice generated issue

Inform the supplier, for exchange order twice invoice will not be generated. However, the label will be of the same forward label of the sub order number.

                                                                            Scanning issues

1. The supplier should have shared the order ID or else follow the required info missing procedure.

Status of Ticket : Resolved

Macro:SS_Order details Not shared

2.Check if the Order ID belongs to the concerned supplier

NOTE : In case if the order ID/IDs do not belong to the supplier, inform the supplier to reply with the appropriate details 

Macro :  SS_Order Details not Shared - Response 1 

Disposition: SS_Required Info missing

Case 1: Pickup is already done but order ID still showing in RTS after 1 day.

 Check if the supplier has shared the signed manifest

->If No then ask the supplier to share the signed manifest

->If Yes then check when the pickup has been done and accordingly escalate to OPS SS.

Macro : SS_Escalation Template

Disposition SS: SS_Logistic

Disposition L2: SS_OPS_scanning delayed by 1 day

Status: Open

Escalate : OPS SS

TAT:  1 Day

Case 2: Pickup is already done but order ID still showing in RTS after 3 days.

Agent needs to inform the supplier that the Deadline has been crossed.

Disposition SS: SS_Logistic

Disposition:SS_Scanning Issue Contact TAT Crossed

Macro:SS_Scanning Issue Contact TAT Crossed

Status: Resolved

TAT for the supplier to contact for these issues: 3 Days

Case 3: Pick up already done and Order ID moved to Shipped 

Inform the supplier that the order has been moved to the Shipped tab and issue is resolved.

Macro : SS_OPS_Pickup done/Scanning issue resolved 

Disposition SS: SS_Logistic

Disposition: SS_OPS_Pickup done/Scanning issue resolved

Status : Solved 

Case 4: Supplier issue was regarding the  pickup already done but the order is reflecting as canceled in the panel.

 Check if the supplier has shared the signed manifest

->If No then ask the supplier to share the signed manifest

->If Yes then check when the pickup has been done and accordingly escalate to OPS SS.

Macro : SS_Escalation Template

Disposition SS: SS_Logistic

Disposition L2: SS_OPS_scanning delayed by 1 day

Status: Open

Escalate : OPS SS

TAT:  1 day.

                                                  Shipment Related Issues(3pl Related issues).

https://docs.google.com/document/d/18kp_sceubqT2xT3dWu1tRj7wAfpVfVJY4VhLiOC9qpM/edit?usp=sharing

5. Shipped: Once the supplier handovers the orders those orders will be moved to Shipped Tab.

6. Canceled: This will keep a record of the orders that has being canceled.

7. Learn how to process your orders?: Youtube video is attached for the understanding of suppliers how they can process the orders.

8. Download Order Data: The supplier can download the order's data from this option.

Scenario: Supplier wants to check the genuinity of orders placed by the reseller. 

Basic Checks : 

1. Check if the order ID belongs to the concerned supplier

NOTE: In case if the order ID/IDs do not belong to the supplier, inform the supplier to reply with the appropriate details 

L1 Disposition: SS_ Required Info missing

L2 Disposition: SS_Order details not shared

Macro:SS_Order details not shared

Status : Resolved

Once basic check done then proceed with validation of the orders shared by the supplier Check the mode of payments whether Prepaid or COD orders.

Path to check: Admin panel -> Order Number -> Payment mode

(a) In case if the mode of payment is Prepaid , inform the supplier to dispatch the product . 

Macro: SS_Order Confirmation_Prepaid Order 

Disposition SS: SS_Order Confirmation

Disposition L2: SS_Order Confirmation_Prepaid Order 

Status : Solved

(b) In case if the mode of payment is COD, 

Agent has to fill up the below google form and assign the ticket to the " KYC bucket " in Open status.

Group- SX Fusion KYC

Link: "https://docs.google.com/forms/d/e/1FAIpQLSciPrUPsTDXgBCoqP2mBpAgEf37eM9D81zRf_NeUz6JxQalCg/viewform?usp=sf_link" 

Response Tracker: https://docs.google.com/spreadsheets/d/1ASQDfaxeo6NyT7O1f4vAShIGTcOQ4WleXn2lkwf2D6g/edit?ts=5fc1fa19#gid=1416750775

Macro: SS_Template for Escalation

Disposition: SS_Order Confirmation_COD Order

Status : Open

Note: Only sub-order ID needs to be filled & If the supplier has multiple orders then multiple times form needs to be filled.

- If the output is to process the order then select the disposition & Macro as

Macro: SS_Order Confirmation_COD Approved 

Disposition SS: SS_Order Confirmation

Disposition L2: SS_Order Confirmation COD Order

- If the output is to cancel the order then the agent should fill the canceled tracker with the reason "Order confirmation (User is not genuine)" and inform the supplier that within 24 hours the orders will get canceled. Select the disposition & Macro as

Macro: SS_Order Confirmation_COD canceled

Disposition SS: SS_Order Confirmation

Disposition L2: SS_Order Confirmation COD Order

Status : Solved

Inhouse team to perform the validation checks : 

(i) Address Verification: Check the delivery address( complete address & Pincode) updated by the reseller in the panel and there is at least a minimum of one product delivery made in the mentioned address. 

             If  Yes, continue with other next steps of verification  

(ii) Reseller performance: Based on the slab mentioned order to be confirmed or canceled

->If reseller del rate < 10% , Cancel the order

->If reseller del rate>40%, Confirm the Order

 ->If reseller del rate (B/w 11% - 40%) and COD < 5k, Confirm the Order

->If reseller del rate (B/W11%- 40%) and COD >5k, Cancel the order 

Order confirmation  

Macro: SS_Order Confirmation_COD Approved  

Disposition SS: SS_Order Confirmation

Disposition: SS_Order Confirmation COD Order

Status : Solved

Order cancellation 

Macro: SS_Order Confirmation_COD canceled

Disposition: SS_Order Confirmation COD Order

Status : Solved

(iii) If reseller provides a confirmation of order and address - confirm the order 

Order confirmation 

Macro: SS_Order Confirmation_COD Approved_reseller 

Disposition SS: SS_Order Confirmation

Disposition L2  SS_Order Confirmation COD Order

Status: Solved

(iv) If the reseller does not respond within three attempts same day at different intervals - Cancel the order with the reason "Order Confirmation Issue (User history is not Geninue)"

Order cancellation 

Macro : SS_Order Confirmation_COD cancelled_reseller

Disposition SS: SS_Order Confirmation

Disposition L2: SS_Order Confirmation COD Order

Status : Solved

Response form & Tracker:  https://docs.google.com/forms/d/e/1FAIpQLSc4arZbXN8ypz2VE1ESV7KKV_i0Ku0jMMXstKQKEpUoezLJug/viewform?vc=0&c=0&w=1&flr=0&gxids=7628

Response Tracker: https://docs.google.com/spreadsheets/d/1iWZ_jRUM02chutHoCa-Su5BdwAqiuDwNmaszHrKS7xs/edit?resourcekey&pli=1#gid=57882643

Scenario:  Supplier wants to cancel the order(s) if the reasons are do not have stock/not available etc.

If the supplier wants to cancel the order as the order is fake then follow the order confirmation procedure.

Basic checks: 

1. Check if the order ID belongs to the concerned supplier

NOTE: In case if the order ID/IDs do not belong to the supplier, inform the supplier to reply with the appropriate details 

L1 Disposition: SS_required info missing

L2 Disposition: SS_Order details not shared

Macro: SS_Order details not shared

Status : Pending

2. If the order ID belongs to the supplier then inform the supplier as per the policy no cancellation charges will be applied. 

Disposition SS: SS_General Issue

L2 Disposition: SS_Order Cancel_Request

Macro : SS_Order Cancel_Request-Response 1

Ticket Status: On-hold

Order cancellation TAT - 24 hrs

Inhouse team will check and resolve all the cases once cancelation of orders done.

Form :- https://docs.google.com/forms/d/e/1FAIpQLSc4arZbXN8ypz2VE1ESV7KKV_i0Ku0jMMXstKQKEpUoezLJug/viewform

Tracker :- https://docs.google.com/spreadsheets/d/1mLc5VpHvQb3veEZaPwlTceFkYExgmPG02Y5ZuaQXgoY/edit?usp=sharing

Explanation of each reason for cancellation when to use: 

Order Confirmation Issue (User history is not Genuine) - This is when the customer didn't turn back for the confirmation call so that order has to be canceled under this reason

Out of Stock Order Received: An order that has been received by the supplier is for the product which was marked out of stock before order placed.

Label Downloading Issue: Where the supplier is unable to download the label post doing all the steps associated with label download issue

Supplier Wants to Cancel the Order: The supplier doesn't want to deliver this order and approaching us for its cancelation.

NSZ Order: The order belongs to the non-serviceable zone 

COVID Impact- supplier wants to cancel: Due to the impact covid supplier asking for the cancelation.

Scenario : Supplier wants to know  the status of the order(s)

Basic Checks : 

1.Check if the Order ID belongs to the concerned supplier

NOTE : In case if the order ID/IDs do not belong to the supplier, inform the supplier to reply with the appropriate details 

L1 Disposition: SS_Required info Missing

L2 Disposition: SS_Order Details not Shared

Macro: SS_Order Details not Shared

Status of Ticket: Pending

3. Check the status of the Order in the admin panel

-> If the status of the order is shipped, inform the supplier that the order is in transit and will be delivered to the customer shortly. 

NOTE : Refer the order timeline for the tracking details

-> If the status of the order is delivered,  inform the supplier that the order is delivered to the customer. 

Scenario : Supplier queries asking why he has received an order for catalog already marked Out of Stock

Basic Checks : 

1.Check if the Order ID belongs to the concerned supplier

NOTE : In case if the order ID/IDs do not belong to the supplier, inform the supplier to reply with the appropriate details 

L1 Disposition: SS_Required info Missing

L2 Disposition: SS_Order Details not Shared

Macro:SS_Order Details not Shared

What Metabase team will do?: They will use the query to get the PID and Catalog Id for the suborder id and then using the catalog ID, product id, and variation they will check the date on which the stock marked as OOS. 

Query To be Used  

3. The status of the order should be Ordered

4.Outsourcing: Assign the ticket to metabase

Macro : SS_Template for Escalation

Disposition SS: SS_Product/Inventory Management 

Disposition L2: SS_OOS Order Received

Status : Open

Inhouse :

Check metabase to determine if order was received before catalog was marked OOS

-> If order was received before catalog was marked OOS, inform the supplier to dispatch the order.

Macro : SS_OOS_Order received / claim rejected

Disposition L1: SS_Product/Inventory Management

Disposition L2: SS_OOS Order Received

Status: Solved

-> If order was received after catalog was marked OOS , inform the supplier that the order will be canceled and no charges will be imposed. Fill out the order cancellation tracker and pitch the tat of cancelation i.e 24 hours.

Order cancelation form and Tracker

Macro : Macro : SS_OOS Order Received/ Claim Accepted / Panel Content

Disposition L1: SS_Product/Inventory Management 

Disposition L2: SS_OOS Order Received

Status : Solved

Introduction:

To reduce the incorrect RTOs, Meesho has introduced branded packaging with QR Codes. Suppliers are only allowed to use transparent barcoded Packaging to dispatch all their orders.

Effective Date: February 9th, 2024

Scenario 1 - Supplier wants to know how to purchase Meesho Branded Packaging

Process Steps: Inform the suppliers to purchase the branded packaging only from authorized vendors & it is mandatory to use the branded packaging on all the orders to dispatch

Disposition L1: SS_Branded packaging    

Disposition L2: SS_Branded Packaging _Onboarding Query

Status: Resolved

Macro Name: SS_Branded Packaging _Onboarding Query

Macro: 

Dear Supplier,

Greetings from Meesho.

Thank you for your interest in acquiring Branded Packaging.

Please follow the below steps on your panel to place an order for branded packaging.

Supplier Panel - Orders tab - Buy Branded Packets

Important: Mandatory Barcoded Transparent Packaging Policy has already been live on Meesho since February 9th, 2024.

Purchase your Branded Packets from Meesho registered vendors only:

List of Meesho registered vendors:

Vendor 1 - Euphoria 

Vendor 2 - Procurre 

Vendor 3 - Krishna Polymers 

Vendor 4 - Pacfo

Vendor 5 - Anand Polymers

Vendor 6 - Parin Polymers

Start using it now for compliance.

Thank you for reaching out to us. Please rate us with your valuable feedback. For this, follow the path: Supplier Panel - Support Tab - My Ticket - Share your feedback.

Regards,

Team Meesho

Scenario 2 - Order for branded packaging is already placed, supplier wants to know within how many days the order will be delivered

Basic Validations

Step 1 - Check with the supplier if the packaging material is purchased from Meesho registered vendors

List of Meesho registered vendors:

•  Euphoria 

• -Procurre 

• -Krishna Polymers 

•  Pacfo

•  Anand Polymers

•  Parin Polymers

a. Packaging material is purchased from unregistered vendors - Service denial

Disposition L1: SS_Branded packaging    

Disposition L2: SS_Branded Packaging _Order Status Query

Status: Resolved

Macro Name: SS_Branded Packaging _Order Status Query_1

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the delivery status of the branded packaging order. We noticed that the packaging material for Order ID XXX was ordered from an unregistered vendor, thus rendering it unable to track the order's progress. We sincerely apologize for any inconvenience this may have caused.

Please note that buying branded packets from unauthorized vendors may impact you as follows:

a. You may encounter difficulty in raising RTO claims for your orders.

b. The Meesho and the 3PL scanner may not recognize the packets for scanning.

c. The packets may lose protection against fraudulent activities

Important: Mandatory Barcoded Transparent Packaging Policy has already been live on Meesho since February 9th, 2024. 

Purchase your Branded Packets from Meesho registered vendors only:

List of Meesho registered vendors:

Vendor 1 - Euphoria 

Vendor 2 - Procurre 

Vendor 3 - Krishna Polymers 

Vendor 4 - Pacfo

Vendor 5 - Anand Polymers

Vendor 6 - Parin Polymers

Start using it now for compliance.

Thank you for reaching out to us. Please rate us with your valuable feedback. For this, follow the path: Supplier Panel - Support Tab - My Ticket - Share your feedback.

Regards,

Team Meesho

b. Packaging material is purchased from Meesho registered vendors - follow the next step

Process steps: Inform the supplier that the order will be delivered within 8 days 

Disposition L1: SS_Branded packaging

Disposition L2: SS_Branded Packaging _Order Status Query

Status: Resolved

Macro Name: SS_Branded Packaging _Order Status Query_2

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the delivery status of the branded packaging order. Please be informed that once the order is placed, it will be delivered within 8 days. You will receive an SMS with the order tracking link, where the live delivery status can be tracked. 

Note: We recommend planning and ordering your packaging inventory well ahead of time to prevent any delays.

Important: Mandatory Barcoded Transparent Packaging Policy has already been live on Meesho since February 9th, 2024. 

Purchase your Branded Packets from Meesho registered vendors only:

List of Meesho registered vendors:

Vendor 1 - Euphoria 

Vendor 2 - Procurre 

Vendor 3 - Krishna Polymers 

Vendor 4 - Pacfo

Vendor 5 - Anand Polymers

Vendor 6 - Parin Polymers

Thank you for reaching out to us. Please rate us with your valuable feedback. For this, follow the path: Supplier Panel - Support Tab - My Ticket - Share your feedback.

Regards,

Team Meesho

Scenario 3 - Suppliers complain that 8 days from the order placed date are crossed but the order is not yet delivered

Mandatory fields: Order ID & Vendor Name

If the above details are missing, ask the supplier to share them.

Once we have the details, follow below process:

Process Steps: Inform the supplier that the ticket is being escalated & fill in the form

Disposition L1: SS_Branded packaging

Disposition L2: SS_Branded Packaging _Order Status Query

Status: On Hold

Macro Name:  SS_Branded Packaging _Order Status Query_3

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the delay in the delivery of the branded packaging material and extend our apologies for any inconvenience this may have caused.

Your issue has been promptly escalated to the relevant team for immediate attention and resolution. Rest assured, we are diligently working to address this matter at the earliest possible.

We request your cooperation and understanding during this time.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

This tracker gets updated once in 24 hours by the Meesho team, tickets are to be resolved accordingly.

Scenario 4 - Suppliers complain that the preferred size of packaging material is not available 

Process Steps: 

Step - 1 Probe to know what packaging material is the supplier looking forward to purchasing & the size of it.

Step - 2 Check in the tracker if the preferred size or a bigger size is available.

Yes - Inform the supplier to use the same & resolve the ticket

Disposition L1: SS_Branded packaging

Disposition L2: SS_Branded packaging_Size Issue

Status: Resolved

Macro Name: SS_Branded packaging_Size Issue

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the unavailability of the branded packaging material.

Upon validation, it was found that the recommended packaging material is in stock. You may proceed to place an order for the below size & use it to ship your order.

Vendor Name - 

Packaging Material Name - 

Pack of XXX 

We value your feedback and are committed to providing the best service possible. Thank you for reaching out to us.

Regards,

Team Meesho

if the preferred size or a bigger size is not available/out of stock, fill out the form

Disposition L1: SS_Branded packaging

Disposition L2: SS_Branded packaging_Size Issue

Status: Resolved

Macro Name: SS_Branded packaging_Size Issue

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the unavailability of the branded packaging material.

Thank you for bringing this to our attention. We understand the importance of having the preferred size of packaging material available and apologize for any inconvenience this may have caused. 

Rest assured, our team will look into this matter as a top priority to ensure that we address the issue promptly. 

We value your feedback and are committed to providing the best service possible. Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Scenario 5 - Suppliers have an issue with the quality of the branded packaging material

Mandatory fields: Order ID & Vendor Name

If the above details are missing, ask the supplier to share them.

Once we have the details, follow the below process:

Fill out the form

Disposition L1: SS_Branded packaging

Disposition L2: SS_Branded packaging_Quality Issue

Status: Resolved

Macro Name: SS_Branded packaging_Quality Issue

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the unavailability of the branded packaging material & apologies for the inconvenience.

Thank you for highlighting this. Our team will look into this as a top priority.

We seek your cooperation and understanding in this regard.

Regards,

Team Meesho

Response tracker

Scenario 6 - Supplier has a payment or invoice-related issue

Mandatory fields: Order ID, Vendor Name & invoice copy

If the above details are missing, ask the supplier to share them.

Once we have the details, follow the below process:

Process Step: Inform the supplier that the ticket is being escalated & fill in the form

Disposition L1: SS_Branded packaging

Disposition L2: SS_Branded packaging_Query/Compliant

Status: On Hold

Macro Name: SS_Branded packaging_Query/Compliant

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the branded packaging order. Your issue has been escalated to the relevant team and will be addressed at the earliest opportunity.

Your patience is highly appreciated.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Once the tracker is updated by the Meesho team, tickets are to be resolved accordingly.

Tickets are to be resolved with the below macro:

Macro

Dear Supplier,

Greetings from Meesho.

Your concern regarding the branded packaging order has now been resolved, and we apologize for any inconvenience this may have caused.

Specific resolution to be added here

Please feel free to update this ticket if you encounter any other issues. We appreciate your cooperation and understanding in this matter.

Thank you for reaching out to us.

Regards.

Team Meesho

Scenario 7 - Supplier complains that they have received wrong/damaged product in the branded packaging material order / they have received incomplete Quantity

Mandatory fields: Order ID & Vendor Name

If the above details are missing, ask the supplier to share them.

Once we have the details, follow the below process:

Process Step: Inform the supplier that the ticket is being escalated & fill in the form

Disposition L1: SS_Branded packaging

Disposition L2: SS_Branded packaging_Query/Compliant

Status: On Hold

Macro Name: SS_Branded packaging_Query/Compliant

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the branded packaging order. Your issue has been escalated to the relevant team and will be addressed at the earliest opportunity.

Your patience is highly appreciated.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Once the tracker is updated by the Meesho team, tickets are to be resolved accordingly.

Tickets are to be resolved with the below macro:

Macro

Dear Supplier,

Greetings from Meesho.

Your concern regarding the branded packaging order has now been resolved, and we apologize for any inconvenience this may have caused.

Specific resolution to be added here

Please feel free to update this ticket if you encounter any other issues. We appreciate your cooperation and understanding in this matter.

Thank you for reaching out to us.

Regards.

Team Meesho

Scenario 8 - Supplier wants to know what will be the impact of purchasing packaging material from unauthorized vendors

Process step: Educate the supplier about the impact of purchasing branded packaging from unauthorized vendors

Disposition L1: SS_Branded packaging    

Disposition L2: SS_Branded Packaging _Onboarding Query

Status: Resolved

Macro Name: SS_Branded Packaging _Onboarding Query_1

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding purchasing packaging material from unauthorized vendors

Please be informed that buying branded packets from unauthorized vendors may impact you as follows:

a. You may encounter difficulty in raising RTO claims for your orders.

b. The Meesho and the 3PL scanner may not recognize the packets for scanning.

c. The packets may lose protection against fraudulent activities

Important: Mandatory Barcoded Transparent Packaging Policy has already been live on Meesho since February 9th, 2024.

Purchase your Branded Packets from Meesho registered vendors only:

List of Meesho registered vendors:

Vendor 1 - Euphoria 

Vendor 2 - Procurre 

Vendor 3 - Krishna Polymers 

Vendor 4 - Pacfo

Vendor 5 - Anand Polymers

Vendor 6 - Parin Polymers

Start using it now for compliance.

Thank you for reaching out to us. Please rate us with your valuable feedback. For this, follow the path: Supplier Panel - Support Tab - My Ticket - Share your feedback.

Regards,

Team Meesho

Scenario 9 - Supplier wants to know how to scan the products before dispatch

Process Step: Guide the supplier to scan the packets from their end

Disposition L1: SS_Branded Packaging

Disposition L2: SS_Branded Packaging_Scanning Query

Status:  Resolved

Macro Name: SS_Branded Packaging_Scanning Query

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the scanning of Meesho Branded Packets.

Please follow the following steps for a successful scan:

Scanning through Mobile: 

- Open the Meesho Supplier Panel on Google Chrome/Safari and click the “Scan Now” button on the Home page.

Scanning through Desktop or Laptop: 

- Open the orders tab on your desktop or laptop, click the "Scan Now" button, attach the 2D QR code scanning gun to your desktop or laptop, and start scanning.

Click here to open the Mobile scanner; click here to open the desktop scanner.

Please feel free to update this ticket if you encounter any other issues. We appreciate your cooperation and understanding in this matter.

Important: Mandatory Barcoded Transparent Packaging Policy has already been live on Meesho since February 9th, 2024. 

Purchase your Branded Packets from Meesho registered vendors only:

List of Meesho registered vendors:

Vendor 1 - Euphoria 

Vendor 2 - Procurre 

Vendor 3 - Krishna Polymers 

Vendor 4 - Pacfo

Vendor 5 - Anand Polymers

Vendor 6 - Parin Polymers

Thank you for reaching out to us. Please rate us with your valuable feedback. For this, follow the path: Supplier Panel - Support Tab - My Ticket - Share your feedback.

Regards,

Team Meesho

Scenario 10 - Supplier is facing an issue while scanning the products before dispatching them

Process Steps:

Step - 1 Probe for the below details, once shared follow the below process

a. Scanning using a Mobile scanner or Desktop scanning gun

b. Packaging material purchased from - Vendor Name

c. AWB number of the order being scanned

d. Packet QR code

Step - 2: Fill in the form

Disposition L1: SS_Branded Packaging

Disposition L2: SS_Branded Packaging_Scanning Issue

Status: On Hold

Macro Name: SS_Branded Packaging_Scanning Issue

Macro:

Dear Supplier,

Greetings from Meesho.

Your concern regarding scanning the shipments is acknowledged, and we apologize for any inconvenience this may have caused.

Your issue has been escalated to the relevant team and will be addressed at the earliest possible opportunity.

We appreciate your patience and understanding in this regard.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Once the tracker is updated by the Meesho team, tickets are to be resolved accordingly.

Tickets are to be resolved with the below macro:

Macro:

Dear Supplier,

Greetings from Meesho.

Your concern regarding the branded packaging order has now been resolved, and we apologize for any inconvenience this may have caused.

Specific resolution to be added here

Please feel free to update this ticket if you encounter any other issues. We appreciate your cooperation and understanding in this matter.

Thank you for reaching out to us.

Regards.

Team Meesho

Scenario 11 - Suppliers complain that the Logistics partner is unable to scan the packet QR code while picking their Barcoded packet shipments

Process Steps:

Step - 1 Probe for the below details, once shared follow the below process

a. 3PL Name

b. Packaging material purchased from - Vendor Name

c. AWB number of the order being scanned

d. Packet QR code

Step - 2: Inform the supplier that the ticket is being escalated & fill in the form

Disposition L1: SS_branded packaging

Disposition L2: SS_Branded Packaging_Pick Up Issues

Status: On Hold

Queue: SS OPS

Macro Name: SS_Branded Packaging_Pick Up Issues

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the pickup issues of the products being dispatched with Meesho-branded packaging.

Your issue has been escalated to the relevant team and will be addressed at the earliest possible opportunity.

We appreciate your patience and understanding in this regard.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Scenario 12 - Suppliers complain that they are unable to raise RTO claims

Process Step: Educate the supplier about the scanning procedure

Disposition L1: SS_RTO_Compensation

Disposition L2: SS_RTO_Forward Scan Not Done

Status: Resolved

Macro Name: SS_RTO_Forward Scan Not Done

Macro:

Dear Supplier,

Greetings from Meesho.

As per the new RTO Claim policy, only those orders that were shipped out in genuine barcoded packages with a successful scan of AWB and packet barcode details will be allowed to raise RTO claims. Please purchase the genuine barcoded packages only from Meesho authorized vendors.

Please refer to the link below to understand the step-by-step process of successfully scanning prior to dispatch: 

YT Link - https://www.youtube.com/watch?v=UJ9HU-7CoVo&t=3s

Please feel free to update this ticket if you encounter any other issues. We appreciate your cooperation and understanding in this matter.

Important: Mandatory Barcoded Transparent Packaging Policy coming soon on Meesho. 

Purchase your Branded Packets from Meesho registered vendors only:

List of Meesho registered vendors:

Vendor 1 - Euphoria 

Vendor 2 - Procurre 

Vendor 3 - Krishna Polymers 

Vendor 4 - Pacfo

Vendor 5 - Anand Polymers

Vendor 6 - Parin Polymers  

Thanks & Regards,

Meesho Supplier Support

Process steps:

Step - 1 If the supplier reopens & disputes that they had scanned but are unable to raise a ticket

Mandatory fields: Order ID, Vendor Name, Return type & 3PL name

If the above details are missing, ask the supplier to share them.

Once we have the details, follow the below process:

Step 2 Fill out the form

Disposition L1: SS_RTO_Compensation

Disposition L2: SS_RTO_Forward Scan Dispute

Status: On Hold

Macro Name: SS_RTO_Forward Scan Dispute

Macro:

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding being unable to raise the claim.

Your issue has been escalated to the relevant team. It will be addressed at the earliest possible.

Sub order ID: XXX

We seek your cooperation and understanding in this regard.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Once the tracker is updated by the Meesho team, tickets are to be resolved accordingly.

SOP doc

SDD Program ( Same Day Dispatch Program)

Scenario 1: Supplier will raise a request stating they want to participate in SDD.

•  Ask the supplier to share the catalog ids.

• once the supplier shares the catalog ids then escalate to the 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.

•  Ask the supplier to share the catalog ids.

• Once the supplier shares the catalog ids then escalate to the 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

OPS SS Process:

Process:- Same Day Dispatch 

Scenario:Seller enquiring for SDD

Dispo: SS_New Feature>SS_Same day dispatch program

Seller requested to enroll their catalogs under SDD

Step 1: Advisor should check whether seller shared the catalog details or not 

Details Not shared:

L1:SS_Required info Missing

L2:SS_Catalog Details not Shared

Status: Pending

Macro: SS_Catalog Details not Shared_SDD

Content:Dear Supplier,

In order to assist you, we require your catalog details. Please share catalog IDs you wanted to enroll in the same day dispatch program within 48 hours for further processing of your request.

Your understanding is highly appreciated.

Thank you for reaching out to us,

Regards,

Team Meesho

Details Shared: Fill out the form so that team could check the feasibility of enrollment 

Dispo:SS_New Feature>SS_Same day dispatch program

Macro: escalation template

TAT:48 Hours

Status: Onhold

Response Tracker:https://docs.google.com/spreadsheets/d/17ic-PP23mlfh7ygxyTYYoN1NA1v_Ypv5wpFZh5Bmx28/edit?usp=sharing

As per the remarks in update tickets will be further resolved

If enrollment is processed: 

Dispo:SS_New Feature>SS_Same day dispatch program

Macro:SS_Same day dispatch program_Enrollment Processed

Content:Dear Supplier,

The catalogs have been included in the Same Day Dispatch program. We request that you strictly adhere to the same-day order dispatch timelines and ensure all your orders are dispatched on the same day to uphold the customer experience

You cooperation will be highly appreciated

Regards,

Team Meesho.

If enrollment is not processed because of below mentioned reasons:

>3PL is not aligned to do late pickups on a particular supplier or location.

>Lower order volume suppliers will not be picked as the milk run change for all 3pl cannot be adhered to.

Dispo:SS_New Feature>SS_Same day dispatch program

Macro: SS_Same day dispatch program_Enrollment Not Processed

Content:Dear Supplier,

We regret to inform you that due to some unforeseen circumstances we are unable to enroll the following catalogs —------------------  under the same day dispatch program.We apologize for inconvenience caused.

Your understanding is highly appreciated.

Regards,

Team Meesho.

Meesho Gold is a new construct where we showcase premium top quality products of sellers to users on the Meesho platform. Eligible products/ catalogs will be displayed as part of the Meesho GOLD widget on the app homepage and also get the GOLD tag on the product display page.

GOLD catalogs will be featured as part of the Meesho GOLD widget on the App homepage, which will ensure better visibility for . Suppliers who have participated in Meesho GOLD have, in general, seen a significant order jump on their GOLD catalogs. 

Additionally, for damaged, wrong and missing returns your GOLD catalogs will see up to 80% approval on all genuine claims by Meesho and all 3PL rejected tickets will be reviewed under this Plan. Approval on RTO will be considered only if branded packaging is used. Process for raising claim tickets will remain the same, and only genuine cases will be approved.

There is a fee associated with participation in Meesho GOLD.. 5% on every delivered order.

Opt-out will only happen on 15th/30th of the month,already part of the agreement while opting in.

Sellers that are part of this program

Scenario 1: Sellers approaching us for the opt-out request

Inform the seller that your concern has been escalated to the relevant department and they will resolve it as per the gold tag agreement.Advisor has to fill the attached form

L1:SS_New Feature

L2:SS_Meesho_Gold Tag Query/Complaint

Macro:SS_Meesho_Gold Tag Query/Complaint-Opt out request

Form:https://docs.google.com/forms/d/e/1FAIpQLSepj8EbehN2S_KFw8__bLteNZWWTxD-pvLLjrJESzUsUfJaLQ/viewform?usp=sf_link

Response: https://docs.google.com/spreadsheets/d/1ohuUO4YV2dSBEwPwUrpN-eIdcUGjNrPASTYF50iXMTA/edit?usp=sharing

Status: Resolved

Gold Tag Seller List:

https://docs.google.com/spreadsheets/d/1cY5KI4bIJ1XWVD4PV-ff7WxUmzIaQ51V59pv7yUZvo8/edit?usp=sharing

Scenario 2: Sellers approaching us for the opt-in request

Inform the seller that Opt-in as of now we are not entertaining any ad hoc requests. Tech team is working on panel improvisation once its done seller could opt-in through the panel itself. 

L1:SS_New Feature

L2:SS_Meesho_Gold Tag Query/Complaint

Status: Resolved

Macro:

Dear Supplier,

We acknowledge your concern regarding opt-in for the Gold tag program. We are updating the Gold tag and would be back with an improved structure shortly.

Regards,

Team Meesho

Scenario 3: Sellers approaching us for any dispute/escalation

Inform the seller that your concern has been escalated to the relevant department and they will resolve it as per the gold tag agreement.Advisor has to fill the attached form

L1:SS_New Feature

L2:SS_Meesho_Gold Tag Query/Complaint

Macro: SS_Escalation template

TAT: 48 Hours

Form:https://docs.google.com/forms/d/e/1FAIpQLSepj8EbehN2S_KFw8__bLteNZWWTxD-pvLLjrJESzUsUfJaLQ/viewform?usp=sf_link

Response:https://docs.google.com/spreadsheets/d/1ohuUO4YV2dSBEwPwUrpN-eIdcUGjNrPASTYF50iXMTA/edit?usp=sharing 

Status: On-hold

Note: Explain the dispute in the form accurately.

This is to inform you all about the new update on our shipment labeling process.

We have updated our shipment labeling process. This update has been made to reduce delivery fraud which causes wrong returns & RTOs.
Meesho will no longer show the "Rupees/Amount" on the shipping label

Use the macro and dispo mentioned in the attached document or refer below:

Meesho Label Pasting Process Update

Dear Supplier,

We have updated our shipments labeling process.This update has been made to reduce delivery fraud which cause wrong returns & RTOs.

Meesho will no longer show the "Rupees/Amount" on the shipping label. We have provided below a detailed, step-by-step guide for pasting the labels:

Download the label from the Orders tab

Tear the label into two parts along the red line as illustrated in the attached image

Stick or put only the top part of the label onto the shipments as illustrated in the attached image

Bottom part of the label to be kept inside the shipment as illustrated in the attached image

Note:From July 2023, this will be the mandatory way to paste shipping labels.

Best regards,
Team Meesho!

L1:SS_New Feature

L2:SS_ New Label/Invoice Structure

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 and for SOP content refer below:

Purpose:

to drive better inventory handling practises by suppliers with a hypothesis that it will reduce WFR on the platform.

Scope: 

Supplier support Team will use this to resolve the concern Related to Inventory Error message 'Too High'

Process:

Supplier are Not able to update stock of many catalogue, getting error message 'Too High'

Agent should verify the same in the supplier List

If a supplier ids available, verify the same in the supplier panel. If the same issue persists, update the below comment. 

Please be informed that we have made new changes and added new features to the inventory in your supplier panel for more efficiency between us. There you will only be allowed to update your stocks for a max limit at one go based on your order trend. This will enable you 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.

Macro:SS_Inventory Instock-Out Stock issue_New Feature

Disposition L1:SS_Product/Inventory Management

L2: SS_Inventory Instock-Out Stock issue

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.

• Disposition L1:SS_New Feature

• Disposition L2:SS_Order Assurance Query/Compliant

NDD Program ( Next Day Dispatch Program)

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

•  Ask the supplier to share the catalog ids.

• Once the supplier shares the catalog ids then escalate to the 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.

•  Ask the supplier to share the catalog ids.

• Once the supplier shares the catalog ids then escalate to the 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

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

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 L1: New Feature

• L2:SS_Live Commerce Query/Complaint

SOP DOC:

Purpose: 

To Maximize the understanding and visibility for the mentioned program.

Scope: 

Suppliers support will use this to minimize the dependency

Supplier support will use this to tackle the concern related to that tab

Process: 

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.

Total number of suppliers : As of now we have 300 suppliers for this campaign.

Tab Explanation

1.There are two different Segments in the tab

Completed Stream: This will keep the record of the streams that have been successfully completed by the supplier.(As of now this is disabled for all the suppliers)

Upcoming Stream: This will consist of the data of the stream that is about to initiate.

> Supplier can choose the catalogs which they want to present in the live stream.catalog’s performance and Price will be there which helps supplier to shortlist the catalog for the live stream.All the live catalogs will be available for selection of the category for which stream is happening.

>GRY Tags: this is grading within categories as per the average Platform’s price.

Green: Lower

Yellow: Medium

Red: Higher

Count of catalogs that can be selected for live stream will depend upon the nature of catalog.maximum 60 Catalogs can be Selected depending on the capability of supplier he can present in the given time.

Duration of Stream will be 90 minutes.

Selection of catalogs process deadline would be the 2 days prior the schedule date of stream.

Disposition L1: New Feature

L2:SS_Live Commerce Query/Complaint

POC/Process Owner:Yuvraj Singh

1.If Seller wanted to opt-in then inform the seller that their request has been escalated to relevant team they will reach out you for further procedure and fill the form mentioned below

Disposition L1: New Feature

L2:SS_Live Commerce Query/Complaint

Form:https://docs.google.com/forms/d/1-XFG7lsqkevxolpR3EQFi40lYF6i17D25BI5NAHK2ng/viewform?edit_requested=true

Choose Yes in the column of “Are you interested in participating in Meesho Live?” 

Status:Resolved

2.If seller wanted to Opt out inform the seller that your request has been escalated to relevant team and request will be update within 48 hours 

Disposition L1: New Feature

L2:SS_Live Commerce Query/Complaint

Form:https://docs.google.com/forms/d/1-XFG7lsqkevxolpR3EQFi40lYF6i17D25BI5NAHK2ng/viewform?edit_requested=true

Choose No in the column of “Are you interested in participating in Meesho Live”

Response Sheet:https://docs.google.com/spreadsheets/d/17vTaZhou8qjEY450e9arks8E5hJkgF4n2ggj3D9PUBs/edit?resourcekey#gid=722388241

TAT: 48 Hours

Macro:Escalation template

Status:On-hold 

Once LC team updated the remarks/resolution cases will be closed as per remarks updated by the team

Purpose: 

Define a process to handle cases from sellers with regards to their label download

Scope: 

Tickets raised with regards to label download issue

Process: 

Scenario:Supplier contacted regarding the label generation issue.

Check whether downloaded or not

If already downloaded then resolve it informing the same

L1:SS_Tech Issue

L2:SS_Label Downloaded Issue Resolved

Macro:SS_Label Downloaded Issue Resolved

Status: Resolved

If not follow further steps

First the agent has to check in the Tickets sheet if the ticket id is available or not.

- If ticket id is found in the Ticket sheet then we need to search the same under the "Action" sheet and as per the remarks action needs to be taken on the tickets.

If Ticket Id is not part of tracker then Agent will assign the case to shubham mishra

Single Order ID: Advisor has to fill Single order ID Column and place the error screenshot in the private note.(Mention Order ID, do not mention suborder ID)

Multiple Order ID's: Advisor has to fill in Multiple order ID Columns separated by a comma and place the error screenshot in the private note.((Mention Order ID, do not mention suborder ID)

- If any supplier has provided only a single order id and if the sub-order id ends with _2,_3 and so on then it is mandatory to fill these orders under the "Multiple Sub Order Numbers" section.

Response Tracker: https://docs.google.com/spreadsheets/d/1b2F2J2e6IC8oBjdct29vB16Q6wqcRhsyB5geOh5q4eM/edit#gid=210407341

Metabase Query : https://metabase-presto.meesho.com/question/21714-label-query-for-tracker 

Disposition SS: SS_Tech Issue

Disposition: SS_Label Downloading Issue

Macro: SS_Escalation Template

Group: Supplier Support

Agent Name: Shubham Mishra

Status: On-hold

Note: Agent has to fill the order cancellation tracker based on the output. If the output is Pincode serviceability issue/ Logistic unavailable etc.

Purpose: 

To Maximize the information and quality of resolution to the suppliers.

Scope: 

Supplier support will use this to tackle the concern related to the shipment

Process: 

Scenario 1: SS_Misbehaved with Supplier

Concern: Supplier’s concern is related to the misbehavior of the delivery boy.

Supplier raised the complaint regarding the behavior of the delivery boy. 

Complaints against the same 3P’s in a specific pin code will be routed to the ops team for further action

            Disposition: SS_Misbehaved with Supplier

            Macro: Escalation Template

            Group: Ops SS

            Status:Open

            TAT: 24 hrs

Agents need to fill the form with the pincode and 3P name to check the repeat abundance.

SOP for Blocking/Unblocking request raised through Others FAQ

1.Valmo(pocket Ship):

All the cases related to Pocket ship blocking/unblocking needs to be routed to OPS SS

            Disposition: SS_OPS_Shipment issue others

            Macro: Escalation Template

            Group: Ops SS

            Status:Open

            TAT: 24 hrs

If seller haven’t shared the necessary details then call the seller and ask the necessary information

If call not picked up or details not shared then ask for it:

Disposition SS: SS_Want to change courier partner

Macro:SS_Want to change courier partner_Details Missing

Status: Pending

Call is mandatory.

2.Central 3P’s(DH,XB,SF,Ecom)

All the cases related to Central 3 P's blocking/unblocking needs to be routed to OPS SS post filling the attached form

            Disposition: SS_OPS_Shipment issue others

            Macro: Escalation Template

            Group: Ops SS

            Status:Open

            TAT: 48 hrs

            Form:https://docs.google.com/forms/d/e/1FAIpQLSc1DbcMbbvS4arTiEyWFjPuA85vpoWHRHLWeP6E0dh1WLrC_g/viewform?usp=sf_link

Response:https://docs.google.com/spreadsheets/d/1ZDaAbk7-WWcyC0ig3zTC18jyzGvM-k5B79SDi9wAIJY/edit?usp=sharing

If seller haven’t shared the necessary details then call the seller and ask the necessary information

If seller shared the info follow the process as per logistics partner

If call not picked up or details not shared then ask for it:

Disposition SS: SS_Want to change courier partner

Macro:SS_Want to change courier partner_Details Missing

Status: Pending

                                                                      CMB Process

1.FOR VALMO ask for the reason for the issue and escalate CMB ticket itself to OPS SS.

Disposition: SS_OPS_Shipment issue others

            Macro: Escalation Template

            Group: Ops SS

            Status:Open

            TAT: 24 hrs

Private note to be updated with the reason for deactivation and Logistics partner name.

2.For Central 3P 

Reverse: Inform the seller about self deprioritization.

For your convenience, we have enabled the option for you to choose the courier partners that best suit your needs. On the 'Returns' page in the Supplier Panel, you can select your preferred courier partner under the tab 'Courier Partner'. You may analyze the performance of each courier partner in the 'My Courier Partners for Customer Returns' table and choose them in your preference ranking as the first, second, third, and fourth. Click on the 'Set my choice' button on the right side, choose the courier partners in order, and then click 'Save' in the bottom right corner. 

Disposition SS: SS_Want to change courier partner

If seller disputes:

All the cases related to Central 3 P's blocking/unblocking needs to be routed to OPS SS post filling the attached form

            Disposition: SS_OPS_Shipment issue others

            Macro: Escalation Template

            Group: Ops SS

            Status:Open

            TAT: 48 hrs

            Form:https://docs.google.com/forms/d/e/1FAIpQLSc1DbcMbbvS4arTiEyWFjPuA85vpoWHRHLWeP6E0dh1WLrC_g/viewform?usp=sf_link

Response:https://docs.google.com/spreadsheets/d/1ZDaAbk7-WWcyC0ig3zTC18jyzGvM-k5B79SDi9wAIJY/edit?usp=sharing

Forward: escalate post asking the info and fill the form as well.

Disposition: SS_OPS_Shipment issue others

            Macro: Escalation Template

            Group: Ops SS

            Status:Open

            TAT: 48 hrs

Form:https://docs.google.com/forms/d/e/1FAIpQLSc1DbcMbbvS4arTiEyWFjPuA85vpoWHRHLWeP6E0dh1WLrC_g/viewform?usp=sf_link

Scenario: The supplier wants to know the status of the order(s)

Basic Checks :
Check if the Order ID belongs to the concerned supplier
NOTE: In case the order ID/IDs do not belong to the supplier, inform the supplier to reply with the appropriate details 

• L1 Disposition: SS_Required info Missing

• L2 Disposition: SS_Order Details not Shared

• Macro: SS_Order Details not Shared

• Status of Ticket: Pending

Check the status of the Order in the admin panel

• If the status of the order is shipped, inform the supplier that the order is in transit and will be delivered to the customer shortly. 

• If the status of the order is delivered,  inform the supplier that the order is delivered to the customer. 

NOTE: Refer to the order timeline for the tracking details

Scenario: Supplier queries asking why he has received an order for catalog already marked Out of Stock

Basic Checks :
Check if the Order ID belongs to the concerned supplier
NOTE: In case the order ID/IDs do not belong to the supplier, inform the supplier to reply with the appropriate details 

• L1 Disposition: SS_Required info Missing

• L2 Disposition: SS_Order Details not Shared

• Macro: SS_Order Details not Shared

What Metabase team will do?: They will use the query to get the PID and Catalog Id for the suborder id and then using the catalog ID, product id, and variation they will check the date on which the stock is marked as OOS. -- Query To be Used  

The status of the order should be Ordered

Outsourcing: Assign the ticket to Metabase

• Macro : SS_Template for Escalation

• Disposition SS: SS_Product/Inventory Management 

• Disposition L2: SS_OOS Order Received

• Status: Open

Inhouse: Check the metabase to determine if the order was received before catalog was marked OOS.

• If an order was received before catalog was marked OOS, inform the supplier to dispatch the order.

  • Macro: SS_OOS_Order received / claim rejected

  • Disposition L1: SS_Product/Inventory Management

  • Disposition L2: SS_OOS Order Received

  • Status: Solved

• If an order was received after catalog was marked OOS, inform the supplier that the order will be cancelled and no charges will be imposed. Fill out the order cancellation tracker and pitch the tat of cancellation i.e. 24 hours.
  Order cancellation form and Tracker

  • Macro: SS_OOS Order Received/ Claim Accepted / Panel Content

  • Disposition L1: SS_Product/Inventory Management 

  • Disposition L2: SS_OOS Order Received

  • Status: Solved