Shipping Charges

Scenario: Supplier wants to know about Meesho Shipping charge

1. Inform the supplier that we do not take Shipping charges from him. We just take the 18% GST on Shipping charges and he can take the credit input.

Return Shipping fee and package weight

Return Shipping fee is charged for return/exchange orders based on the package weight.

Purpose:

Define a process to handle cases from sellers with regards to Return Shipping fee and package weight

Queues Involved:

1.SS Panel Tickets - Other issues

2.SS Outsourcing Tickets

3.SX techno Task RJN

4.SX Non Claim Tickets

5.SS_Payments

Scope: Tickets raised with regards to package Weight Query and return shipping charges.

Process: 

Scenario 1: Supplier approaches support team stating that weight of the product mentioned is much higher than actual package weight.

Agent will ask the seller to share the video by following below guidelines

• Display the actual product's weight on a scale.

• Ensure the packaging of the product is covered in the video, including details such as length, breadth, height, and the overall package weight.

L1:SS_Shipping Charges

L2:SS_Package weight query

Macro:SS_Package weight query_Video asked

TAT:48 Hours

Status:Pending

Path to narrate by the CMB Team: Supplier Panel>Support>Order return shipping charge fee issue.

Once associates have the recorded weight of the product then the associate will check the difference between the actual weight(Shown in video) and the weight mentioned in the Supplier Panel.

Case 1: Supplier raise issue for the case where the weight different is within the bracket

(Neither Compensation nor Weight correction)

If the difference between these two weights are not significant and not crossing the return shipping weight brackets 

E.G: Video’s weight:200 Gram

Supplier panel weight: 499 Gram

In the above example seller have to pay as per the range of 0-500 but as weight was showing as 499 they have to pay as per the category of 0-500

Sample video: https://support.meeshosupplyassets.com/v427w/1695210765778/whatsapp-video-2023-09-20-at-171536_8AgY7Cur.mp4

L1:SS_Shipping Charges

L2:SS_Package weight query

Macro: SS_Package weight query_Same Bracket

Dear Supplier, 

Greetings from Meesho! 

We acknowledge your concern regarding the weight mismatch of your products.

Please be informed that the weights displayed on your supplier panel are calculated based on the volumetric weight of the product category.

As per our validation, it has been confirmed that the product weight shown in the video and on your supplier panel falls within the xx weight slab (Please refer to the corresponding weight slab on the "Return Shipping Fee Rate Card" available on the supplier panel). Consequently, the return shipping fee is charged in accordance with the rate card corresponding to the respective weight slab.

We appreciate your cooperation and understanding. Thank you for reaching out to us. 

Regards, 

Team Meesho

Case 2 : Supplier reported issue of weight mismatch with a suborder id older than 3 months

(No compensation but Weight correction will happen)

Orders which have been delivered before 1st Sept 2023 or older than 3 months, then those cases need to be rejected providing the information that it is greater than 3 months and no compensation could be processed, however form has to be filled for weight correction.

L1:SS_Shipping Charges

L2:SS_Return shipping Charges Query/Dispute

Status: Resolved

Form:https://docs.google.com/forms/d/e/1FAIpQLSfxgohHv5AvyKSfPq_RAajbyACGCoS_8FfTdETs0hYzruUerg/viewform?usp=sf_link

Response:https://docs.google.com/spreadsheets/d/1F9g58OgI06c9RlW8CqTEPGRoWjjhNzlWDtXBl9PDEJc/edit?usp=sharing

Macro: SS_Package weight query_Older than 3 months_Weight Mismatch

Dear Supplier,

Greetings from Meesho! 

We sincerely apologize for any inconvenience this may have caused. Upon validation, we found that order ID __ was delivered on ____. Unfortunately, we are currently unable to process your request as the order is more than 3 months old. Going forward, we request that you raise such issues at the earliest.However, we have considered your request for updating the package weight. 

Your understanding is highly appreciated

Regards,

Team Meesho

Case 3: Supplier reported issue of weight mismatch with a suborder id returned within 3 months (Compensation and Weight correction both will take place).

If the cases are within 3 months then the associate has to escalate the ticket by filling up the form mentioned below for compensation and weight correction.

L1:SS_Shipping Charges

L2:SS_Return shipping Charges Query/Dispute

Macro:Escalation Macro

TAT:Yet to be decided 

Status: On-hold

Form:https://docs.google.com/forms/d/e/1FAIpQLSfxgohHv5AvyKSfPq_RAajbyACGCoS_8FfTdETs0hYzruUerg/viewform?usp=sf_link

Response:https://docs.google.com/spreadsheets/d/1F9g58OgI06c9RlW8CqTEPGRoWjjhNzlWDtXBl9PDEJc/edit?usp=sharing

Scenario 2 :Supplier approaches support staff stating that weight of the product mentioned is correct however the deduction happened is much higher (Compensation will be processed).

Check if the updated weight is correct or not

If it is not correct follow Scenario 1 and if it is correct follow the next step

Step1: Check the rate card is the deduction happened as per weight is correct or not

A.If it is correct:

L1:SS_Shipping Charges

L2:SS_Return shipping Charges Query/Dispute 

Status: Resolved

Macro: SS_Return shipping Charges Query/Dispute_Correct Deduction

Dear Supplier.

Greetings from Meesho! 

We acknowledge your concern regarding return shipping fee and as per our validation, it has been confirmed that the deduction made is correct. The Weight of the product is ____Mention Product weight___and return was delivered by __3PL Name_. Therefore, the deduction of INR___RSC___ is in accordance with the rate card.

Please refer to the rate card available in the returns tab for information related to return shipping charges for all logistics partners.

Thank you for reaching out to us.

Regards,

Team Meesho

B.If it is not correct 

Fill the form for processing the compensation

L1: SS_Shipping Charges

L2: SS_Return shipping Charges Query/Dispute

Macro: Escalation Macro

TAT: Yet to be decided 

Status: On-hold

Form:https://docs.google.com/forms/d/e/1FAIpQLSfxgohHv5AvyKSfPq_RAajbyACGCoS_8FfTdETs0hYzruUerg/viewform?usp=sf_link

Response:https://docs.google.com/spreadsheets/d/1F9g58OgI06c9RlW8CqTEPGRoWjjhNzlWDtXBl9PDEJc/edit?usp=sharing

Name:SS_Return shipping Charges Query/Dispute_Compensation settled

Dear Supplier, 

Greetings from Meesho, 

We sincerely apologize for any inconvenience caused. Please note that the excess Return Shipping Fee has been refunded for your Order ID ___, and it has been deposited into your registered bank account. Kindly check the transaction for _date_ with the __NEFT ID___.

To know the settlement status login to your Supplier Panel - click on the Payment tab - Total outstanding Payments/Previous Payment - Search with the above-mentioned date and Order ID.

We appreciate your patience. 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-Feedback Corresponding to ___ ticket id.

Regards, 

Team Meesho

Rate Card: