Scenario: If any supplier reaches out to us regarding a sale price dispute ask the agents to escalate to the Metabase team.

Note: While escalating below details have to be shared mandatorily and it would be better if the agents request these details in the first response if the supplier has not shared any details then SS agent should ask for the below details mandatorily.

•       Catalog ID

•       Supplier_ID

•       Product ID

•       Discount % confirmed by supplier

•       Discount % applied

•       Order ID/Suborder Number

L1 Disposition: SS_Promotion

L2 Disposition: SS_ Sale Related Dispute

Macro: Escalation Template

SOP DOC for Metabase & Escalation agents

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

 Macro: Escalation Template.

Group: SX ADs

Disposition: As Per Scenario.

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

SOP For MB Team:

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

For more FAQs, kindly go to the supplier panel.

1. Go to the Advertisement tab

2. Click on 'How It Works'

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

Query for date Wise Ad Recovery data

Query for Supplier Id Wise data

Free Ads Credit Receipt Query 

MBS Lucky Draw

These are incentive programs based on the discounts that they had given during the MBS sale. Eligible Sellers will be receiving iPhone and MacBook each. Since this is a lucky draw based reward, we need to deduct 31.2% of the incentive amount as TDS. This is being deducted from the supplier wallet directly. These sellers would be given TDS certificate against this as well. And they would be able to reclaim this amount while filing tax at the end of the year.

Please use the below macro and the same info can be be conveyed over the call as well:

"Dear Supplier,

Congratulations and thank you for your support during the Meesho Blockbuster Sale! You will be receiving an iPhone/MacBook laptop shortly.
As this is a reward based on a lucky draw, there will be a deduction of 31.2% of the incentive amount as TDS. A TDS certificate will be provided against the deduction, and you can reclaim the amount while filing your tax return by the end of the year.
 

Thank you for reaching out to us!

Regards,

Team Meesho"

Disposition:
L1 - SS_Promotion Feature
L2- SS_Promotion Feature Enquiry/Compliant

Sellers List is attached for your reference.

Introduction: 

Smart Pricing is a program implemented by Meesho, aimed at helping suppliers regain visibility and orders lost to competitors due to poor pricing. Under this program, suppliers can opt-in to their products by providing their product IDs and a floor price (a minimum price limit).

Once enrolled, the system automatically adjusts the price of the supplier's products to be 1 rupee cheaper than competitors within the set price limit. This price adjustment ensures that the supplier's products receive maximum visibility and are ranked higher than competitors, increasing the likelihood of generating orders.

The program encourages suppliers to set the lowest possible floor price to enhance their order retention chances. Additionally, suppliers must keep their products in stock to fulfill orders efficiently. Opting out of the program is possible, but it means the supplier will continue to lose orders, making it strongly discouraged.

Development:

Smart Pricing has seen success, with 3000 suppliers opting into the program and experiencing a significant increase in orders by 45%, with an excellent return on investment (ROI) of 12. This ROI indicates that for every 1 rupee decrease in price, the supplier gains 12 rupees in revenue.

Note: This is not a paid service

Opt-in Process

Suppliers can reach out to their account manager(Paid or free) to opt-in to this program

Scenario: Supplier wants to opt-in to Smart Pricing

Process Steps:

Step 1: Check if the supplier has a KAM or PAM

To check KAM (Key Account Manager - free), search with SID in the tracker

To check PAM (Paid Account Manager), follow the below steps

Path: Titan > Search with supplier ID > Check the status - active/Inactive

If the status is “Inactive”, this means the supplier doesn't have a PAM

a. If KAM & PAM are not assigned to the supplier, follow the below process:

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing KAM/PAM not assigned

Ticket Status: Resolved

Macro name: SS_Smart Pricing KAM/PAM not assigned

Macro:

Dear Supplier,

Greetings from Meesho.

We acknowledge your request to opt-in for the Smart Pricing program. Please note that the Smart Pricing program is available for suppliers with Key Account Managers or Paid Account Managers. Currently, an account manager is not assigned to your account. Please contact us once the account manager is assigned.

We sincerely regret any inconvenience this may have caused.

Regards,

Team Meesho

b. If the KAM/PAM is assigned, please follow the below:

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing redirected to KAM/PAM

Ticket Status: Resolved

Macro name: SS_Smart Pricing redirected to KAM/PAM

Macro:

Dear Supplier,

Greetings from Meesho.

Your request to opt-in for the Smart Pricing program has been acknowledged. Please contact your Account Manager to opt-in to the Smart Pricing program. Your account manager's details are as follows:

Account Manager Name:

Email ID: 

Contact Number: (Only for KAM)

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

Opt-out Process

Scenario: Supplier wants to opt out of the Smart Pricing program

Process Steps:

Call The supplier & request to share the product IDs

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing opt-out

Ticket Status: Pending

Macro:

Dear Supplier,

Greetings from Meesho.

We acknowledge your request to opt out of the Smart Pricing program.

Please share the product IDs that you would like to take out from this program.

You can find the Product ID list by following the below steps:

Inventory - Click on the Bulk Stock Update or In-stock/out-of-stock - Download the file by clicking the download option - Copy the content of the sheet to a new Excel sheet - Unhide column E for the Product ID

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

We request your kind cooperation.

Regards,

Team Meesho

Once the supplier shares the PIDs:

• If there are less than or equal to 5 PIDs, fill in the form & use the below macro

• If there are more than 5 PIDs, fill in the tracker & use the below macro

Inform the supplier that the request has been considered

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing opt-out

Ticket Status: Resolved

Macro: SS_Smart Pricing opt-out requested

Macro: 

Dear Supplier,

Greetings from Meesho.

Your request to opt out of Smart Pricing has been forwarded to the relevant team. The product IDs will be removed from the Smart Pricing program within one business day.

Thank you for reaching out to us!

We request you to rate us with your valuable feedback. For this, follow the path: Supplier Panel - Support Tab - My Ticket - share your feedback.

Regards,

Team Meesho

Response tracker

If the supplier reopens the ticket:

Scenario: We have opted out supplier from the Smart pricing program

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing opt-out

Ticket Status: Resolved

Macro: SS_Smart Pricing opt-out

Dear Supplier,

Greetings from Meesho.

Your request to opt out of Smart Pricing has been successfully processed. We sincerely apologize for the delay.

Thank you for reaching out to us!

Important: Mandatory Barcoded Transparent Packaging Policy coming soon on Meesho. Purchase from Meesho registered vendors:

 Vendor 1 - Krishna Polymers 

 Vendor 2 - ProcuRRe

 Vendor 3 - EuphoriaPackaging

 Start using it now for compliance.

We request you to rate us with your valuable feedback. For this, follow the path: Supplier Panel - Support Tab - My Ticket - share your feedback.

Regards,

Team Meesho

Consent Issues

Scenario: Supplier might complain that they did not give consent to opt-in to the smart pricing program but it has been done

Process Steps:

Fill in the form & inform the supplier that the issue has been escalated

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing opt-in dispute

Ticket Status: On Hold

Macro: SS_Smart Pricing opt-in dispute escalated

Macro:

Dear Supplier,

Greetings from Meesho.

We have highlighted the issue to our relevant team. Your concern related to Smart pricing will be addressed on priority.

We seek your cooperation and understanding in this regard.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Ticket has to be actioned according to the remarks in the tracker.

What happens in the backend: (Only for internal reference - Do not share this with suppliers over the call or response)

• Team will investigate if the supplier has reached out to account managers for opt-in

• If the supplier had reached out to AM, AM will have the data

• The same will be informed & the ticket will be resolved

• If no data is found - we will opt out the supplier from the program

Further process - Response Tracker Reference

a. It is found that the supplier has not given the consent

Process Steps:

Fill in the opt-out form & follow the below steps:

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing opt-out

Ticket Status: On Hold

Macro: SS_Smart Pricing opt-out requested2

Macro: 

Dear Supplier,

Greetings from Meesho.

We acknowledge your concern regarding the Smart Pricing program and apologize for any inconvenience this may have caused. We have considered opting your account out of the Smart Pricing program, and the opt-out process will be completed within 2 business days.

We seek your cooperation and understanding in this regard.

Thank you for reaching out to us.

Regards,

Team Meesho

Response tracker

Once we receive confirmation that the supplier has opted out, resolve the ticket

Macro is available in the Opt-out scenario

b. If it is found that the supplier had given the consent

Process Step: Inform the same to supplier & check if they want us to opt them out of the program

Disposition L1: SS_Promotion

Disposition L2: SS_Smart Pricing opt-in dispute

Ticket Status: Pending

Macro: SS_Smart Pricing opt-in dispute

Macro:

Dear Supplier,

We acknowledge your concern regarding the Smart Pricing program. It has been noticed that consent to opt-in has been provided from your end.

Kindly let us know if you wish to opt out of this program.

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

Thank you for reaching out to us.

Regards,

Team Meesho

If supplier reverts with opt-out confirmation, follow the opt-out process

SOP doc

Affiliate Program

Purpose: 

Define a process to handle cases from sellers with regards to Affiliate Program

Scope: 

Tickets raised through supplier panel with regards to Affiliate Program, issues to be solved by Affiliate Program and tickets will be resolved by Sx Support Team: 

Introduction:

Affiliate marketing is a type of marketing where an affiliate earns a commission by promoting and selling someone else's products or services.

.

What is the Meesho Affiliate Marketing Program ? 

In order to generate demand we need to make meesho suppliers aware about this program and opt them in, here once supplier opt-ins with their catalogs which later becomes “affiliate catalogs” that means we will share these affiliate catalogs with various influencers via our partners (wishlink, Hypd etc) to create content, once content is created or product is promoted via influencer content or their store front, we will charge suppliers basis cost per order.

We have partnered with third parties like Wishlink, Hypd etc to help us create influencer side supply, who will create contents on affiliate products on social media like IG, YT etc -
Content Sample - Here

Collection Page : Once we opt in various suppliers in this program, we share their catalogs/products in the collection page for influencers to see affiliate catalogs which are on commissions.

Affiliate Fees : supplier pays 5% on GMV on sales which happens through influencer’s contents or store front.

What is GMV?

Gross merchandise value (GMV) refers to the value of a product sold. 

Why is affiliate marketing important ?

Affiliate marketing is important for several reasons. For one, it allows companies to expand their reach and promote their products through a network of affiliates. Also we can reach a wider audience. Also when the Creator shows a product on their post it makes it easy for customers to understand the product and help to make a purchase.
 

Who are influencers or creators ?
 

Influencers or creators are those who create content on social media having followers of more than 2000. We have divided creators in 3 different tags
Nano 0-30K Followers

Micro - 30-100K 

Mega > 100K

Why is influencer marketing important for suppliers ? What suppliers will get from it ?

It helps suppliers to get views click and order from outside meesho Also conversion ratio used to increase if we see a demo of any product. It builds Repo and trust for products. Customers use to follow and trust creators to whom they Follow.
Supplier will get more customer

 

Scenario 1: Sellers approaching us for any concerns related to the Affiliate Program.

Advisors will fill the Form and tracker will be there with the affiliate team,they will update the remarks accordingly and we'll be resolving it as per their remarks.

L1:SS_New Feature

L2:SS_Affiliate Program Query/Complaint

TAT:24 Hours

Form: https://docs.google.com/forms/d/e/1FAIpQLSerFQFP9lgWw9GtjpvCcfgHqav2iPchzVGx01F-Vpxnj6rykA/viewform?usp=sf_link

Tracker : https://docs.google.com/spreadsheets/d/1-hqCWMHuJJ5ydZ1t69GLvCfs3I368vTvRj2sflKA3C0/edit?resourcekey#gid=1511669160

 
Status : On-hold
Macro: Escalation Macro

Once affiliate team updates the remarks in the tracker as per remarks we’ll be resolving the tickets:

Status : Resolved (based on Affiliate team’s update)
Macro: to be customized (based on Affiliate team’s update)

(Sample structure)

Dear Supplier,

Greetings from Meesho!

We acknowledged your concern regarding affiliate program.

Please note that xxxxxxxxxxxxxxxxxxx to be updated scenario specific xxxxxxxxxxx

Thanks for reaching out to us.

Regards,

Team Meesho

Supplier disregards the resolution or is unhappy with the resolution and mentions dissatisfaction on the resolution and uses a few alarming words as below in reopen ticket or on call  then the agent will try to convince the supplier on the call, if not then assign the tickets to L2 desk

Alarming words : 

•   Will escalate this further to the CEO team 

•   Will reach out to the consumer court

•   Will escalate this to Legal

•    Worst service 

•    Will stop working with Meesho

•    The supplier uses profane words

•    Adamant enough to disconnect the call or raise multiple tickets (more than 50)

Detailed SOP:

Purpose: 

To Provide supplier solutions associated with the concern related to delayed pickup.

Scope: 

Supplier support team will use this process to route the case for L2 escalation desk.

Solution process is to reduce the escalations by handling the reopen and high risk suppliers

Process: 

Supplier raises a ticket with support team

Support team validates the issue and provide resolution as per the issue.

Disposition SS:  According to the scenario

L2: According to the scenario

Status : Resolved

Supplier disregards the resolution or is unhappy with the resolution and mentions dissatisfaction on the resolution and uses few alarming words as below in reopen ticket or on call  then agent will try to convince the supplier on the call, if not then assign the tickets to L2 desk.

Private Note: Issue with Supplier Details

Disposition SS:  According to the scenario

L2: According to the scenario

Status : Open

TAT : 24 hrs

Group: SX High Risk Suppliers

Alarming words : 

   A. Will escalate this further to CEO team 

   B. Will reach to consumer court

   C. Will escalate to Legal

   D. Worst service 

   E. Will stop working with Meesho

   F. Supplier uses profane words

   G. Adamant enough to disconnect the call or raising multiple tickets (more than 50)

L2 Desk Agents Process: 

Escalation team will pick the case and work on the issue and provide resolution within 8 business hours from the time tickets gets assigned.

Agent should out call the suppliers once the ticket gets assigned to agent and also should follow up if there is any issue need to escalated to the team.

Disposition SS:  According to the scenario

L2: According to the scenario

Status : Open

TAT : 24 hrs

Private Note: Subject line

Escalate: Concerned POC

Dependency team should reply to the ticket within 24 - 48 hours and the agent should outcall the supplier and give the same and resolve the ticket.

Disposition SS:  According to the scenario

L2: According to the scenario

Status : Resolved

Calling SOP: 

Agent should not close the ticket without outcall.

Agent should try 3 times if the call is not getting connected and the 3 times call should happen in 3 different intervals with a minimum interval of 30 mins.

Agents should be mentioned in the private note with a timestamp of outcall.

If the call gets connected then the agent should listen and share the information on the call. And also should update the ticket about the conversation.

Point To Be Noted:

Escalation agent should not close the ticket stating it as duplicate without calling.

If any issue wherein the process is not yet set, should get routed to supervisors for escalation/

Agents should assign the ticket to correct POC, need to check with supervisors if the POC is not available for any particular Scenario.

Need to outcall as per the SOPs and update the ticket accordingly.

Agents should customize the responses with conversation done with the supplier.

Top Contributor Dispositions:

Claim rejections

Account deactivations

POD denials 

Catalog deactivations

Tampered shipment rejections

Return order not received

Currently, this is only Live for RJN Centre.

Purpose: 

Define a process to handle cases from sellers with regards to Daily Deals

Scope: 

Tickets raised with regards to Daily Deals

Process: 

Introduction:

Scenario 1 :Supplier raised Ticket for Opt out 

First inform the seller that they can opt out through the panel itself. Calling is mandatory.

Call the seller and inform them about the option of opting out from the panel if a call is picked and the seller is convinced or call not picked then:

Disposition:SS_Promotion

L2: SS_Need to Opt out for Deal of the day

TAT: 48 Hours 

Status: Pending

Macro: SS_Need to Opt out for Deal of the day_Opt out info

If seller responds on ticket or over the call said he want us to do so then fill out the form and inform seller we have escalated their concern

Form to be filled : https://docs.google.com/forms/d/e/1FAIpQLSeqmqYu1E8OjkZaLCsTKuwo56NxQUAg_dWLeRHgEvJC7drO5w/viewform?usp=sf_link

Tracker:https://docs.google.com/spreadsheets/d/1bEwGoyKBcrvahtrlYrJyaErtoDowGGnOO4utNhexaKk/edit?usp=sharing

Agent will inform the seller that it has been escalated to the relevant team

Disposition:SS_Promotion

L2: SS_Need to Opt out for Deal of the day

TAT: 24 Hours 

Status: On-hold

Macro: escalation template

Once Opt out done,will resolve the cases providing the info that its processed as per your request

Macro:SS_Need to Opt out for Deal of the day_Opt out done

Status: Resolved

Scenario 2 : Supplier raised Ticket for Opt in

Agent will inform the seller about the opt-in that this can only be done by using a panel.

 Disposition:SS_Promotion

L2: SS_Need to Opt in for Deal of the day

Status: Resolved

Scenario 3: Rocket Deal opt in 

L1:SS_Promotion Feature

L2:SS_Promotion_Want to Optin

Status: Resolved

Macro:Dear Supplier, 

Greetings from Meesho!

This is to update you on the status of your Rocket Deal opt-in query. Based on our eligibility criteria and your performance over the last 45 days, your eligibility is under review for participation in the deal. If eligible, our team will reach out to you. 

Thank you for your interest.

Best regards,

Team Meesho