12 sep 2023

1. In cases where sellers are complaining about wrong product details such as Category, product title, keywords, Bullet points, Brand, and description. We will ask sellers to update the partial details of the product. If changes are not made. 
2. In all such scenarios, we need to raise a Zoho ticket to CAPE - Quality Department with proofs. Such as product manual, images & website links confirming the changes. 
3. The quality team will review the ticket and update the ticket.  

Compensation/ incorrect information:- 

1. We will first rectify the incorrect information such as the category that leads to incorrect commission charges, and the description leading to open/damaged return via CAPE ticket.
2. If the reporting seller is the Brand owner of that product directly raise a CAPE ticket or request for proof. 
3. After, the changes inform the seller about the same and deny the compensation. 

Important points to be noted:- 

• Sellers will be completely onus for the product details added to feeds.

• We will have to make sure the details are correct for future orders.

How to create a ticket to the CAPE quality department? 

• Choose “All Departments 
• Click on “+” button 
• Click on “Ticket” 
• You will be on the Ticket Raise page to add ticket information. 

1. Contact Name- Contact name of the person who is raising a ticket 
2. Department- CAPE - Quality Department 
3. Secondary Contacts (CCs) - Add Ashlyn & Vamse 
4. Marketplace- UAE or KSA 
5. Ticket owner- The person who is raising the ticket 
6. Audit type- Product level (This includes issues related to product description, images, keywords or title, Attribute level (This includes issues related to category or brand) and other CAPE Tasks 
7. Status- Open 
8. Subject- Mention as per the subject of your issue 
9. Description- Mention your ticket description or detailed information about the issue 
10. SKU  Assigned- Mention the SKUs shared by the seller or in case you have a file of all the SKU add to the bottom under the attachments 
11. Qcer- Choose VAMSE 
12. Click on submit 

Here are some screenshots:- 

Blrub to be used:-

Greetings from Carrefour Marketplace,

We understand your concern is regarding compensation for the order XXXX as it is [Issue such as incorrect category]

We have worked in partnership with the concerned team to fix the incorrect information for SKU xxX.

In regard to your compensation request, We like to share that we rely on the information provided to us in order to upload the feed to your account. We would like to inform you that our company cannot assume responsibility for any discrepancies or inaccuracies in the product content information.

While we understand that errors can occasionally occur, it is crucial for our suppliers to ensure that the product content information they provide is complete and accurate to the best of their knowledge. Our company will not be able to compensate for any costs or losses incurred as a result of inaccurate product content information.

Thank you for your understanding and cooperation.

If you need more support or have any other questions, we request you kindly reach out to seller support in a new email or create a new ticket from the seller portal.

Regards,

• All Apple replica products are restricted from selling on our website. Products such as the Apple Watch, iPads, and Airpods.  We need to check the images correctly in the feeds. If a seller shares any such products in the feeds, inform the seller that these products are restricted from selling on our website.
• Apple replacement spare parts such as  Screen replacement (Eg- iPhone & iPad"s screen), Batteries, iPhone camera lenses, and speakers are restricted from selling on our website.
• Please note, we have restricted both SSR & DSR sellers of UAE & KSA.