SX_Process_Update_Claim Protection Plan
Check Points:
Please ask the supplier to share the Catalog ID, Product ID.
Agent should check the price of the catalog and the price of the ordered product.
If agent finds that there is a difference in the price then assign the ticket to the Metabase team.
Metabase team will run a query to check the columns of attributes and sources where they will get to know about the updated price of that Catalog.
If the price of the order received is the same as the updated price, we'll inform the supplier about the source, price and resolve the ticket.
If post that as well they didn't get the resolution then for those disputes cases they will escalate via email to Rahul patwari and the resolution tat, in that case, is 24 hours.
Ticket Status: Open
Macro Name: SS_Ctlg_Catalog Price Dispute
Disposition SS: SS_Catalog
Disposition L2: SS_Ctlg_Catalog Price Dispute
TAT: 24 hrs
Escalate to : Metabase Team
Check Points:
Check whether the supplier account under QC testing, QC sampling & Acceptable quality.
Please check all these details are available or not, Catalog ID,Product ID, Current Selling Price & new Selling Price
If no, ask the supplier to share the above details in a new ticket.
L1 Disposition: SS_ Required Info Missing
L2 disposition: SS_Catalog Details not shared
Email Macro: SS_Price change details Required
Status: Pending
If Yes, follow the below steps-
Check whether the supplier wants to increase or decrease the price and assign the tickets to the pricing team.
Scenario 1; If the supplier wants to increase the catalog price select below disposition & macro
Macro Name: SS_Escalation Template
Disposition SS: SS_Pricing
Disposition : SS_Ctlg_Catalog Price Increase
Status: Open
TAT : 24 hrs
Note: Supplier can edit(Decrease) the price by themselves using self-serve feature inform the same to the supplier.
Scenario 2: If any supplier approached us with the concern of Decreasing the price then escalate the ticket to the Catalog pricing team.
Add Self serve feature information with an escalation template as a note so that supplier can have the relevant information.
Catalog edit: https://docs.google.com/document/d/1vl1A5KwiW7IZdcTSGCWkiL02-2eUGp4Hre40vUpLD2I/edit?usp=sharing
Disposition SS: SS_Pricing
Disposition : SS_Ctlg_Catalog Price Decrease
Macro Name: SS_Escalation Template + Description Edit Request for any ticket
Ticket status - Open
TAT: 24 hrs
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While escalating to concern dept - pricing team
SOP Of Pricing Team : https://docs.google.com/document/d/1_JBR9zlIbgioEDCqx4W8FosWRNsG0GgCBLjtXa_4uWs/edit?usp=sharing
Return unbundling is Wrong defective return price where seller has this opportunity to give a lower price of product on which user will only be having 2 return reasons available that is wrong and defective.This helps in reducing the return possibility and increases the seller's growth.
Purpose:
To Maximize the information and quality of resolution to the suppliers.
Queues Involved:
1.SS Panel Tickets - Other issues
2.SS Outsourcing Tickets
3.SX techno Task RJN
4.SX Non Claim Tickets
5.SS Return Unbundling (SX)
Scope:
Suppliers support will use this to embrace their info into ads domain and provide accurate resolution to suppliers.
This will improve the quality of resolution as it is having all the info associated with ads
The SOP is applicable for Supplier support.
Process:
All other team's process except RU:
Scenario1 : Any of the supplier reaches out to support for the Return unbundling issue then escalate the case to the SS Return Unbundling (SX)
Disposition SS: SS_Return Unbundling
L2: According to the scenario
Group: SS Return Unbundling (SX)
Status: Open
Post Assigning to the Group then
RU Team's Process:
Scenario 1: If the supplier wanted to be part of the Return unbundling then share the Optin Form to the supplier and ask to fill the same and you will receive an update in next 7 days and also fill the form for interested suppliers.
Disposition SS: SS_Return Unbundling
L2: SS_Return Unbundling_Optin
Status: Resolved
Scenario 2: Supplier is already part of the enabled pilot mode then kindly share the below link to the suppliers to check how to update the prices from their using the panel and don't assign to category team for new listings.
Tutorial Link : https://www.loom.com/share/a5092c1a94b54240bcc2f400a2460736
Disposition SS: SS_Return Unbundling
L2: SS_Return Unbundling_Wanted to add a new listing_Double Price
Status: Resolved
Scenario 3: If the supplier wanted to change the prices of the already live Double price listing then fill the tracker and the RU team will change the prices every 2 days once.
So, the agent can give the TAT 2-3 days to the supplier for changing the prices.
Disposition SS: SS_Return Unbundling
L2: SS_Return Unbundling_Price Change Query
Status: OnHold
Once the prices change then Shubham/Abhishek will close the tickets in Bulk as Resolved.
Scenario 4: If the supplier wanted to opt out from the Return Unbundling feature then agents pitch RU benefits and redirect Opt out cases towards RP change.
If the supplier does not agree then the agent will fill the tracker (Till 15th Sept),and give 2 days.
(From 16th September please fill this tracker)
From Oct 22nd, Updated Tracker)
Disposition SS: SS_Return Unbundling
L2: SS_Return Unbundling_Optout
Status: Onhold
Once the Opt Out then Shubham/Abhishek will close the tickets in Bulk as Resolved.
Scenario 5: If the supplier said that the orders received very less price of RU price, then the agent should inform the agent to outcall the supplier to understand whether the price issue is for new catalog or existing catalog issue.
If the supplier did not pick the call then keep the ticket in “Pending” status and ask the same thing through the ticket.
Disposition : SS_Return Unbundling
L2: SS_Return Unbundling_Price Dispute
Status: Pending
Note: Agent can probe the following question to identify whether it is a new catalog or existing one price issue by probing : Is there two option while uploading catalog price update or has one option?
If the supplier has 2 options of price update in the catalog file at the time of upload then it is a new catalog double price. If supplier did not have the option of updating 2 prices then it is existing catalog
If it is a new catalog double price issue then the agent should inform us that this uploaded from the supplier ends itself, hence we can't compensate but however the supplier can change the prices.
Disposition : SS_Return Unbundling
L2: SS_Return Unbundling_Price Dispute
Status: Resolved
If it is an existing catalog or product price issue then the agent should escalate to the category team based on the super portfolio.
Disposition : SS_Return Unbundling
L2: SS_Return Unbundling_Price Dispute
Status: Open
Group: SS Category
Agent : ACM of super portfolio
Scenario 6: If the supplier is not able to update the double price due any technical issue then the agent should escalate to the catalog team with TAT of 24 hrs.
Disposition : SS_Return Unbundling
L2: SS_Return Unbundling_Technical Issue
Status: Open
Group: SS Catalog
Catalog team will check the issue and close the ticket from their end.
RU Enable or not
RU Enable or not