SX_Process_Update_Claim Protection Plan
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
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.
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.
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
Order is not genuine - For Order Confirmation
Out of stock Order Received
Order cancellation
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.
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,
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
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
Shipped: Once the supplier handovers the orders those orders will be moved to Shipped Tab.
Canceled: This will keep a record of the orders that has being canceled.
Learn how to process your orders?: Youtube video is attached for the understanding of suppliers how they can process the orders.
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 :
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
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.
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
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
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
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.
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
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
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
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
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
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
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
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
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.
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
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
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
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