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            Marketplace Escalation SOP

            Modified on Wed, 15 Feb, 2023 at 4:07 PM

             

            MarketplaceOwnerActions to Take
            MyntraPPMPIncreff POCUnfulfillable:
            1. Increff POC will update Marketplace POC and Client POC of the excess orders received on a daily basis, along with supporting data.
             2. Client POC to add in Account Manager and follow up on the issue.
            Increff POCOrder-related Issue:
            1. Warehouse POC to raise Order Ids to OmniSupport.
            2. If it is a Marketplace issue, Increff POC will raise it to Marketplace POC and loop in Client POC, along with supporting data.
            3. Client POC to add in Account Manager and follow up on the issue.
             4. Ticket raised by the Warehouse POC will be marked 'Completed'.
            Amazon Smart ConnectClient POCUnfulfillable:
            1. Increff POC will update Client POC of the excess orders received on a daily basis, along with supporting data.
             2. Client POC to raise a ticket on Seller Central.
            Client POCOrder-related Issue:
            1. Warehouse POC to raise Order Ids to Omni Support.
            2. Increff POC update Client POC of the issue, along with supporting data. Post which, ticket will be marked 'Completed'.
             3. Client POC to raise a ticket on Seller Central.
            FlipkartClient POCUnfulfillable:
            1. Increff POC will update Client POC of the excess orders received on a daily basis, along with supporting data.
             2. Client POC to raise a ticket on Flipkart Seller Panel.
            Client POCOrder-related Issue:
            1. Warehouse POC to raise Order Ids to Omni Support.
            2. Increff POC update Client POC of the issue, along with supporting data. Post which, ticket will be marked 'Completed'.
             3. Client POC to raise a ticket on Flipkart Seller Panel.
            TatacliqClient POCUnfulfillable:
            1. Increff POC will update Client POC of the excess orders received on a daily basis, along with supporting data.
             2. Client POC to loop in Tatacliq Seller Account Manager.
            Client POCOrder-related Issue:
            1. Warehouse POC to raise Order Ids to Omni Support.
            2. Increff POC update Client POC of the issue, along with supporting data. Post which, ticket will be marked 'Completed'.
             3. Client POC to loop in Tatacliq Seller Acount Manager.
            Nykaa & Nykaa FashionIncreff POCUnfulfillable:
            1. Increff POC will update Marketplace POC and Client POC of the excess orders received on a daily basis, along with supporting data.
             2. Client POC to add in Account Manager and follow up on the issue.
            Increff POCOrder-related Issue:
            1. Warehouse POC to raise Order Ids to Omni Support.
            2. If it is a Marketplace issue, Increff POC will raise it to Marketplace POC and loop in Client POC, along with supporting data.
            3. Client POC to add in Account Manager and follow up on the issue.
             4. Ticket raised by the Warehouse POC will be marked 'Completed'.
            CloudtailClient POCUnfulfillable:
            1. Increff POC will update Client POC of the excess orders received on a daily basis, along with supporting data.
             2. Client POC to raise a ticket on Vendor Central.
            Client POCOrder-related Issue:
            1. Warehouse POC to raise Order Ids to Omni Support.
            2. Increff POC update Client POC of the issue, along with supporting data. Post which, ticket will be marked 'Completed'.
             3. Client POC to raise a ticket on Vendor Central.
            Ajio JITIncreff POCUnfulfillable:
            1. Increff POC will update Marketplace POC and Client POC of the excess orders received on a daily basis, along with supporting data.
             2. Client POC to add in Account Manager and follow up on the issue.
            Increff POCOrder-related Issue:
            1. Warehouse POC to raise Order Ids to Omni Support.
            2. If it is a Marketplace issue, Increff POC will raise it to Marketplace POC and loop in Client POC, along with supporting data.
            3. Client POC to add in Account Manager and follow up on the issue.
             4. Ticket raised by the Warehouse POC will be marked 'Completed'.
            Ajio VMSClient POC
            1. Seller raises issue with Increff
            2. Increff notes problem statement with log ids (relevant documents)
            3. Seller to raise the case (ticket) via VMS to Ajio team
            4. Ajio's relevant team will process the request within TAT.
            5. Please provide attachments related to issue in the ticket.
            6. Communication between Ajio and seller will happen based on Ticket Id generated.

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