Return and RTO Tab

1. Overview: Numbers represent your returns performance for the orders in this 30-day period. It takes around 30 days for returns to get matured after you dispatch them.

This will give you the overview of Customer return rate, Return performance of dual pricing Catalog, Courier return (RTO) rate, Claims approved.

For any return order to be delivered to the supplier, it will take 25 days from the Pickup date.

For any RTO to be delivered to the supplier, it will take 45 days from the Dispatch date.

2. Return Tracking: This will give the tracking information of Returned products, having 4 different stages that is in transit, Out for delivery, Delivered, and Lost. Return Reason can also be tracked in this tab.

Suppliers can even download the data with the associated status option available at the right corner in the respective tabs.

>In Transit: In Transit is the status of the order where it is being processed for arriving at the local hub of the delivery location.

 Filters available: Expected delivery date, and courier partner. Return Type, All filters.

>Out for delivery: Where the order is being departed from the local hub to arrive the delivery location carried by the delivery Person. 

Filters available: Status, Courier partner, returned type, All filters

                                                                  Order status query

 : -> If the status of the order is return, inform the supplier as per the tracking details in the Return/RTO Orders tab of the supplier panel

-> If the status of the order is canceled :

(a) If it is an RTO, inform the supplier as per the tracking details in the Return/RTO Orders tab of the supplier panel

(b) If the order was canceled before dispatch, inform the supplier as per the order cancel details in the admin panel.

Scenario 2: If for order status query supplier is raising for shipment status then escalate the ticket to OPS midmile team.

Disposition SS: SS_Logistics

Disposition L2 : SS_Order Status query

Macro: SS_Escalation Template

Status: Open

TAT: 24 hrs

Escalate : Ops Midmile

Ops Midmile: https://docs.google.com/document/d/1u_TOL620B9luL8fTTuoBBGOhIg9Lg9EzX2L1ySmNcdE/edit?usp=sharing

Order Status Metabase Query

Note:

1. For the order status cases, agent should check the admin panel for the order status and 3PL Tracking and need to share the resolution to the suppliers.

If the tracking is not updated or not clear, then only escalate the ticket to Ops team with 3PL tracking screenshot.

2. For any return shipment to get delivered to supplier, the TAT is 25 days from the time of reverse pickup (Reverse pickup status can be checked in admin panel)

3. In case of RTO shipment to get delivered to supplier, the TAT is 45 days from the time of forward pickup from supplier end.

4. If any supplier is stating that the product was not received and if the order is in transit mode then don’t assign the ticket for POD as the tracking is not updated as returned.

Ops midmile SOP 

>Delivered: where the order is delivered to the location of the supplier.

Filters available: Delivered date, Courier partners, Return Type, and All filters

                                                                   Shipment not received & POD    

Queries: The queries may come from the supplier stating shipment was not delivered to me, Share the PODs.

when the Return/RTO orders will be delivered to me?. 

Then follow the below validation steps.

Check Points:-

1. Supplier has shared the order Id or not for validation purposes.

If order IDs are not shared by the supplier in the given ticket ID, then ask the supplier to share the order ids.

Disposition SS: SS_Required Info Missing

Disposition L2 :  SS_Order details not shared

2. Check the Order status if order ID shared by supplier( return/RTO)

Freshdesk Mandatory Tagging: Supplier ID, Delivery partner Name

Internal note Mandatory Tagging; Supplier ID, Delivery partner Name, Order ID(s), Forward AWB Number/Reverse AWB Number.

3. If the supplier has shared the bulk number orders(>5) then escalate to the Metabase group to get the AWB number.

Query to be used 

Email Macro: SS_Escalation Template

Group: Metabase 

Status: Open

Disposition SS: SS_Logistics

Disposition: SS_Order Status Query

NOTE- POD-related request tickets will be routed to the respective 3PL. ElasticRun and Loadshare POD request tickets should be routed to OPS SS.

3pl SOP

POD(Proof of Delivery)

SOP LINK:  https://docs.google.com/document/d/1b6yCSNh1ZDobJ5L0n5xoAECpBDndBywpyHIOXwiCS-Q/edit?usp=sharing

>Lost: This is the status where the product is lost due to unenforceable circumstances during the Transportation of the products.

Filters available: Lost Date, Courier partners, Return Type, and Category

                                                                      Shipment denied by the Supplier

Query/Used Case: The supplier will raise the query stating return/RTO shipment has not been received.

1. In case, the agent has escalated the issue to the Ops team and OPS confirms that the seller refused to accept, then inform the supplier to accept the shipment once the 3pl partner will deliver the shipment, or else the product will be marked as disposed of.

Form : https://docs.google.com/forms/d/1lVVgRRou92jdb0g4lRN8sl64ZcoqbVmR8EdeNYdEH8w/viewform?edit_requested=true.

Disposition SS: SS_Logistics

Disposition & Macro: SS_ Return denied by supplier

2. Claim Tracking: This tab will help the supplier in the process of tracking their claims processing.

The claim status tab also shows that till when the ticket can be reopened so for more visibility to the suppliers

Suppliers can even download the data with the associated stages of their claim, option available at the right corner in the respective tabs.

 For all the stages of claims filters option available are Created Date and Issue Type.

>All: This tab keeps the records of all the claim that has been raised by the supplier

>Open: This tab shows the record of the open claim request where the action is still pending that can get accepted or rejected 

>Approved: This tab shows the record of the Approved claims that have been approved by the meesho support

>Rejected: This tab shows the record of the rejected claims.

How it works: This is the link to a youtube video that has been attached for the supplier's better understanding of the return and RTO

Search Option: This option allows the supplier to seek the status of the specific order as per their requirement.

3. Courier Partner: A new feature of 3PL priority selection for the supplier. 

>This feature will allow the supplier to prioritize the 3 Ps as per their preferences.

>It has the option of Meesho's recommendation where priority will be Automatically arranged as per the recommendation of Meesho.

>Youtube Link : https://www.youtube.com/watch?v=uG_RlCfe0_s 

Live from: 21st November 2022

The attached doc consists of all the related information.

Disposition to be Used:

L1:SS_Logistics

L2 & Macro: SS_Preferred Courier Partner Query/Compliant

https://docs.google.com/presentation/d/1TFj2jxpG6pj2BmUgk74V8rd4dVQYzn6IaDfrUK6zbWo/edit?usp=sharing

Metabase Query: 

1. Suborder ID Wise Payment status  

2. Order ID wise Transaction ID

QC Video Credibility:

https://docs.google.com/document/d/1iUnRCmAgg5p6hRApPif9tOr73ykEvsVMOE0j4EXT6nU/edit?usp=sharing

CheckPoints :

1) Issue should be Wrong Return as mentioned by Supplier

2) Courier Partner should be Delhivery

3) Status should be QC

Action to be taken :

1) Agent has to assign the ticket to Group - Delhivery 3PL or Shadowfax accordingly.

2) Mandatory fields to be selected on CRM - AWB Number, Multiple Sub Order ID, and Delivery partner and the Quantity claim by SX. Agent name needs to be selected as per the agent who is working on the ticket.

3) Dispositions will remain blank

4) We need to send first responders to the supplier mentioning 3-7 days of TAT. Macro will be shared soon.

5) Agent will fill up a form post assigning the ticket. The form will be shared soon.

6) In case the claim has been rejected by the delivery partner and they have re-assigned the tickets to us, then we need to validate as per the standard Wrong Return SOP and accept/reject accordingly.

Dispositions and other CRM fields and macro need to be selected as per the standard SOP on such cases.

Please find the Form and the response sheet 

 Panel content for the escalation.

1. SS_wrong return - TAT  3 - 7 days /Panel Content

2. SS_wrong return - TAT  3-7 days- escalation  /Panel Content - If any supplier is not okay with the TAT and shows dissatisfaction, then we can use this macro.

SOP For 3P to follow: 

FD SOP: https://docs.google.com/document/d/10NaJ6eSPh2V8v8zrXVXsy0ADPLbEQRIEvIuANGK162A/edit?usp=sharing

Process SOP: https://docs.google.com/document/d/13a9_1Iiv_yOO3tZfgpqOrvdrIIuc87ms/edit?usp=sharing&ouid=112354287912395315408&rtpof=true&sd=true

Wrong Return Macro: https://docs.google.com/spreadsheets/d/1PqDR3qhvfgXHiGWtYuKOp1IfZ45A2cV_5yA7_2jC7Nc/edit#gid=0

WR || New Side Field-Quantity Claimed for-SX

Now we need to select 1 another field as mandatory "Quantity Claimed for-SX" as per the selected "Amount Remarks(Return bucket)"

• If we are selecting in the Amount Remarks as above 1k or below 1k in Wrong Concern then we need to select the 1, 2, 3, 4, etc. as per the claim raised against the wrong quantity 

• If the concern of the supplier is regarding the "Missing Quantity" then we need to select the 1, 2, 3, 4, etc. as per the claim raised against the missing quantity 

• For any "Missing Combo" received we need to select the 0.5 in Quantity Claimed for-SX

https://docs.google.com/document/d/1yWp2r9L-kGndBikOCYT9GeQZbRwuKGrgmtl_937SLIY/edit?usp=sharing

if any supplier raises the wrong related issues (Missing, Wrong product, Damaged or used, RTO) in any other FAQs instead of the below FAQs then kindly call the supplier and guide them to raise it correctly.

FAQs in which suppliers need to raise the wrong returns-related tickets:

1. I have received the wrong return

2. Item/s are missing in my return

3. I have received a damaged return

4. I have received the used product as a return

Disposition L1:SS_Compensation

Disposition L2: SS_Return Related Validation

Macro:SS_Return Related Validation

Status: Resolved

Call is Mandatory in these cases. 

Overview of SOP

SOP consists of scenarios where the supplier raises concerns for claims using incorrect FAQs.

Sub-Scenario Covered

1. New claim request

2. Disagreement with the resolution shared by 3PL on the claim ticket

Please refer to SOP for the understanding of the steps that need to be followed if the supplier is approaching us for the above-mentioned concerns.

1. Delivery was Not done as the Warehouse Closed(6th Dec 2022)

Concern: Shipment Not received.

Response from Ops: Delivery attempted but didn't deliver as the premises of the supplier were closed 

Response to be shared with Supplier: We would like to bring to your notice that the above shipment was not delivered as your warehouse was closed. We request you kindly revert to this email with the date and time during which your warehouse is open so that we can arrange a reattempt of delivery.

 Status of Tickets: Pending

Disposition L1: SS_Logistics

Disposition L2:SS_Order Status Query

Once we receive the response from the supplier with a Suitable time and date will arrange Re-delivery by sharing the collated data with Ankit Kumar Dubey.

This is to inform you that going forward we won't be accepting any RTO claims if the supplier is neither part of Branded Packaging nor Meesho Mall.

SOP has been updated for RTO claims

Disposition To be used

L1:SS_RTO_Compensation

L2:SS_Reject_Non BP & Mall Suppliers

Macro:SS_Reject_Non BP & Mall Suppliers

Live Date: 16th jan 2022

This is to apprise you all about the Claim Protection Plan.

Introduction

1. The Claim Protection Plan is a program designed to provide you additional protection with respect to damaged or wrong products returned to you or if any product/item in the package returned is missing.

2. If an eligible package is damaged, or any product/item in the package is missing or if the product returned is wrong and the corresponding claim has been rejected by the 3PL, your claim will be auto-reviewed under this program. Subject to applicable terms and conditions, if your request has been approved, the fair value of the product will be reimbursed to you based on the quantity claimed.

FAQ and Macro sheet is attached for your reference.

Disposition to be used

L1:SS_New Feature

L2: SS_Claim Protection Plan Query/Complaints

ClaimSOP:

https://docs.google.com/presentation/d/1oJdzUQYOnVmXTqCNNczIURJQknXdrIiwrB5IEZmFgyQ/edit#slide=id.g15ddfe9827c_271_0

High AOV Tracker:

https://docs.google.com/spreadsheets/d/1gYx618qvF5-X7nfDdVWrgXbrB3A2Er8i4lqB4Kc8NXg/edit?usp=sharing

Active Seller's List

https://docs.google.com/spreadsheets/d/1hszYag9y6q6Qw4rm7tNgGjfm585k1K_rmCKN7xc4_x8/edit?usp=sharing

Portal for Figuring out AOV:

https://script.google.com/a/macros/meesho.com/s/AKfycbxgEhqEcEsfPfQuGSewfp5hUzdp-c0Uwp3AHWT426nmQ0QPKTJep7qBZuVpSZqz2qUP/exec