Pricing & RU

Check Points:

1. Please ask the supplier to share the Catalog ID, Product ID.  

2. Agent should check the price of the catalog and the price of the ordered product.

3. If agent finds that there is a difference in the price then assign the ticket to the Metabase team.

4. 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.

5. 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.

6. 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:

1. Check whether the supplier account under QC testing, QC sampling & Acceptable quality.

2. Please check all these details are available or not, Catalog ID,Product ID, Current Selling Price & new Selling Price 

3. 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-

4. 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

Check data with product id 

RU Enable or not

Check data with product id