Seller support Process updates

Seller support Process updates

Update on 25 jan 2024

I hope you all are doing well.

This email is in regard to the process updates discussed in today's meeting. Below are the details explanation.

  1. Inventory Managment Category updates
    •We have added , renamed and deleted some categories in 2024. In the attached the excel file the rows which has colors like green, yellow & red has some significance.
    •Rows in Red Color = Deleted categories in 2024
    •Rows in Yellow Color = Categories where the category names have changed in 2024
    •Rows in Green Color = New categories in 2024
    •Rows in White color = 2023 categories carried forward to 2024

          2.Packaging Material request process updates

                      

  • In case any pending approval account status of any DSR sellers asking for packaging materials. We need to take up the request for the packaging material.
  • In case any pending approval account status of any SSR sellers asking for packaging materials. We need reject the packaging material request.
  • When we are sending the packaging material request to courier we need to keep the ticket in WOI until we receive the tracking details from courier.
  • Once we have the tracking information from seller then only we will resolve the ticket.
            3. Emirates Post
                •Emirates post courier services are discounted in the beginning of Jan 2024
                •If anyone of you have any pickup request pending, please share the details with Ashlyn.
         
            4. Manual suspension by Ammar & Qais                
  • We are not activating the stores which are manually suspended by Ammar & Qais due to      counterfeit products and Higher price sold by sellers until further notice.



Update date (3 JAN 2023)


This email is about the Zoho ticket category and sub-category changes. Kuldeep and I have added the most used categories in the Excel file based on the seller queries.  Earlier the sub-categories were not detailed but now we have divided the categories in a more detailed manner. I request you to review the attached file and let us know the changes required.

Update date (6th Oct 2023)

Hello Team

As discussed with @Ashlyn Glany Demllo (IND), we have confirmed that the CS team utilizes C4C and CAMS for accessing alternate contact numbers, which is also confirmed by @Devraj Majumdar (IND).

Since we do have access to both of these tools, we need to refresh the Standard Operating Procedure (SOP) to be followed in handling cases involving alternate contact numbers.

 

Procedure:

  1. Check for Alternate Numbers in C4C/CAMS
    • Review the case details and check if there is an alternate contact number available in C4C/CAMS. Share it with seller and resolve the case.

      How to check the alternate details in CAMS?
          1.  Access the C4C using the link here
          2. Go to individual customer section an search via, buyer name/Existing contact/email from cams.
          3. Click on buyer profile and check the alternate contact details.

 

  1. No Alternate Number Available:
      • Inform the seller that there is no alternate details available for the buyer, Ask them to try contacting the buyer at intervals and close the case. Also inform, If there is no response received in next 24 hours, reply to this case.
      • If the case is reopened we need to double check details from our end. Proceed to next step

  1. Communication with Customer Support (CS):
    • Contact CS and clearly state that you have shared the available alternate number with the seller. Request CS to check the buyer’s reachability and alternate details.
    • Ensure that CS acknowledges your communication within 4 hours.
    • Send a reminder after 4 hours to CS, if there is no response and at EOD close as per CS communication.
    • Highlight the cases where there is no response from CS after 2 follow ups and also update the seller with waiting response.
    • Close the case as per CS or POC confirmation.

Update date (22 Aug 2023)

For the shops that were managed by Aga, please find the update regarding the AM below:

 

It is currently under the Non-Managed bucket. Anything that is showing assigned to Aga is currently under non-managed. All Aga’s accounts for which AM was re-allocated – we have updated the AM name in Neptune and Zoho both.


Update Date (18 aug 2023)

As per the update received in a team meeting, we have frozen the New seller's registration and store activation on our platform. 
  • Resolve WOI tickets related to pending approval accounts
  • Do not inform any sellers about the webinar call
  • Use below mentioned blurb for your new and old tickets as well
  • No ETA for store activation



Blurb to be used:-

Greetings from Carrefour Marketplace! 

 

Thank you for writing to us. 

 

In reference to your account activation request, we would like to inform you that the new seller store activation is frozen. Please be informed that there is no set timeline for store activation.  

 

Please rest assured that your efforts and interest have been duly noted. Your information is securely stored in our records, and we will keep you updated regarding any developments in new seller approval through your registered email address. 

 

We would appreciate your understanding and cooperation. 

 

If you have any further questions or need any support, we request you to contact seller support in a new ticket. You may give a reference to this ticket in the new ticket. 

 

Regards, 

Carrefour Marketplace Team 



Update Date (9 aug 2023)

1.       Regarding updated packaging material policy

  • As per the updated Packaging guidelines policy, If a seller is selling any electronic products, It's important for sellers to ensure that they are using appropriate packaging materials and including fragile stickers on the packaging. 
  • In case the fragile sticker is not available on the packaging of the product then we need to decline the compensation for a damaged product. 
  • It is mandatory to paste the Fragile sticker on the packaging of the product. 
  • We need to inform sellers to refer to the Help and FAQs section to know the detailed packaging guidelines. 

     

2.       In case we are uploading SSR seller’s feeds then we need to keep the ticket in Waiting on internal until the feed gets processed. Once the feed is processed, then share the error or success report with the seller.



Apparel + Apparel accessories categories are gated (27/07/2023)

As per the recent update, apparel + Apparel accessories categories are gated for both UAE & KSA. Please handle the sellers query accordingly.

Here is the supported jira - https://mafretail.atlassian.net/browse/MRI-5005



Apple replica products and Apple replacement spare parts are restricted to sell (4/8/2023)

As per the discussion in today's meeting, below is the detailed information regarding Apple replica products and Apple replacement spare parts.

  • 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.


For better clarification please refer to the below images.

Apple Replica Smartwatch


Apple Replica Airpods



Date of update:-06/06/2023
As per the updates shared in today's meeting. Below are the detailed explanations:- (This update is specific to UAE marketplace)
  • LG brand large appliances are gated
  • Only few sellers are whitelisted to sell LG products of international version with seller warranty
  • Al Yusuf is a service provider of LG brand in UAE

  •   If a seller wanted to gate a brand from other sellers. Below are the required docs for gating the brand
  1. Company letter head Cleary stating the authorization of his products and no other seller is allowed to sell his products
  2. trademark registration (Company name should be match with trade license)
  3. Valid trade license
  •  In case a seller wants to whitelist the brand. We need to raise a ticket to whitelisting team with the subject of the ticket will be Brand gating(Brand name) - Seller name(Seller ID).
Date of update:-5/12/2023

Our seller performance team successfully emailed the sellers on 12th May about the updated shipping & commission fees for all UAE sellers.

 

They have also shared the link to the Shipping & Commission fees with the sellers. The updated commission rate and shipping fees will be in effect as of Jun 1, 2023.


Please refer to the attached email template along with UAE active sellers 


Carrefour Renewed Trade licencse attachted 

SSR sellers update (4/11/2023)
If you notice any seller type  & source channel showing as SSR however there is a detail of an Account manager showing on the seller portal. In that case, we need to consider it as a DSR seller for New Listing Creation. 

We need to forward the Listing creation request to the Listing team. 

Here is an example of one of the seller id-12264:-



SSR sellers activation process:-(3/28/2023)

As per the recent update from seller performance team, we are activating SSR seller’s account. Below are the evaluation pointers. 

  1. If the seller has valid TL or not (Yes or No) 
  2. How many SKUs seller is willing to list (<5000 SKUs Yes or No) 
  3. Plan of action 
  4. If the seller wished to list any Electronic category items, Warranty needs to be mentioned for all electronic category items (Brand or Seller) 
  5. If the seller is willing to list large appliances Installation should be mentioned clearly (Yes or No) 

 

Once share all the above-mentioned information with us. We need to add the details in the below-mentioned tracker link. 

 

Link:-((Sheet Name : SSR Activation) 

https://mafcarrefour-my.sharepoint.com/:x:/p/dmajumdar/EfX2GG9tf0xHr5Hrcpo2n88Bb-DCO88gS-iOQGYAqGiiMQ?e=t0bxss&isSPOFile=1&clickparams=eyJBcHBOYW1lIjoiVGVhbXMtRGVza3RvcCIsIkFwcFZlcnNpb24iOiIyNy8yMjExMzAwNDEwMCIsIkhhc0ZlZGVyYXRlZFVzZXIiOmZhbHNlfQ%3D%3D&wdOrigin=TEAMS-ELECTRON.p2p.bim&wdExp=TEAMS-CONTROL&wdhostclicktime=1670493186650&web=1 

 

Once the information is added in the tracker. Seller performance team will validate these details & based on their feedback they will contact the sellers individually or in groups to conduct the activation training. And upon the completion of the training, our seller performance team will activate the seller.  

 

 

Here is the Blurb in case we are asking for missing information:- 

Ticket status – Waiting on seller 

 


Greetings from Carrefour Marketplace, 

Thank you for contacting us. 

Through your email, we understand that you need assistance with the re-activation of your account. Since your account is suspended, we would need few details before we proceed for the activation process. 

 

  1. How many SKUs you are willing to list? 
  2. Plan of action. 
  3. If you wished to list any Electronic category items, Warranty needs to be mentioned for all electronic category items (Brand or Seller) 
  4. If you are willing to list large appliances Installation should be mentioned clearly (Yes or No) 

     

Kindly write back to us with the above details to complete the process. 

Awaiting your response. 

 

Regards, 

Carrefour Seller Support Team 

 

In case the Trade license is expired:- 

 

Ticket status – Resolve 

 

Greetings from Carrefour Marketplace 

  

Through your email, we understand that you need assistance with the re-activation of your account. Since your account is suspended, we would need few details before we proceed for the activation process. 

First, please update the trade license as it expired in February. Please follow the instructions below to upload the license: 

  

- Click on the link: https://marketplace.carrefouruae.com/seller 

- Click on Login (ACCESS YOUR SELLER ACCOUNT button available on the right-hand side of the page) and enter your email/password to login 

- Click on the Dropdown in the top right corner and then click on “Account settings.” 

- Click on the “Upload Document” button 

- From the “Document Type” drop-down, select “Trade License.” 

- Click on “Browse” and upload the file. 

  

We further need the following details before we proceed with the activation process.  

  1. How many SKUs you are willing to list? 
  2. Plan of action. 
  3. If you wished to list any Electronic category items, Warranty needs to be mentioned for all electronic category items (Brand or Seller). 
  4. If you are willing to list large appliances Installation should be mentioned clearly (Yes or No).  

Once you have the renewed trade license and same is uploaded in seller portal. Kindly raise a case for account activation.  

 

Regards, 

Carrefour Marketplace Team 

 

 

Once the details are added in the tracker:- 

Ticket status – Waiting on seller 

 

Greetings from Carrefour Marketplace, 

 

Thank you for sharing the requested information with us. We have forwarded your details to our seller performance team and they will contact you soon for the training. 

 

If you have any further queries related to this you can always write back to us on this email or you can reach out to seller support by following the below steps: 

 

• Go to the seller page link: - https://marketplace.carrefouruae.com/login  

• Enter your login Email address and password   

• Please click on the “Contact us” tab through which you can open a new case.  

• Choose “Reason” and “Sub Reason”.  

• Click on “Create”. 

 

A request will be logged and will be reviewed by our support team.  

Feel free to reach out to us if you have any concerns. 

Regards, 

Carrefour Seller Support Team 

 Process Document for Listing Creation Support through Support Tickets  (3/27/2023)

Please use the below format while sending requests to the Listing creation team.

  • Original Ticket URL
  • Seller ID
  • Sesu specialist name in regards
Example of the email:-

Hi Team,

Please upload the listings of the below-mentioned DSR/SSR seller.
FBC feature update (3/2/2023)
As we all know FBC feature has been launched. Below are the key highlights of the feature:-
  1. Currently, this feature is live with 2 sellers 
  2. Seller's -2548 PAPITA TRADING LLC & 14663-BLUE HORIZON ELECTRONICS L L C
  3. We are dealing in 2 categories: Mobile phones and AirPods
  4. For any customer complaint, we need to contact Abhishek Rungta. Sellers are not liable for any customer complaints.'
  5. POC will be Abhishek Rungta.
  6. Below is the screenshot of the FBC produc.





FBC warehouse address:-
Country: United Arab Emirates
Region: Dubai
Area: DIP 2Address line 1: Shed 02, Fakhree Centre, 597-264Address Line 2: Dubai Investments Park - 2, Street:PO Box: 73444
Latitude: 24.970730155356215Longitude: 55.19581118518155

Move tickets to No Action-Ticket Repository department (2/8/2023)
Hope you all are doing absolutely fine.

As discussed in today's startup, In case you are getting any tickets with this subject line-You are registered as a CC on this ticket or tickets which are raised by AMs to discuss something internally. Please follow the below steps to take action on the tickets.



  • Click on the right side 3 dots (More actions) Tab.
  • You need to click on the Move button. 


  • Once you click on the Move button. You will see the Search department tab.
  • Click on the No Action-Ticket Repository department.
  • Ticket will move to closed status automatically.

Things to be taken care of:-
  1. Move tickets in which seller support action is not required.
  2. Any tickets you received in which AM's raised a ticket to discuss something internally and seller support action is not required.
  3. Tickets that are moved to this department No Action-Ticket Repository will not be counted in your individual productivity count.

New Carrier Onbaord as 3PL partner (2/6/2023)

As discussed in the meeting, we have a new carrier with us. Emirates Post and have gone live today with two sellers. Below are the details of the sellers who are live with the new carrier.




Please find below the escalation matrix for Operations.

 

Category

Shift

Start Time

End Time

Point of Contact

Email ID

Contact#

Title

Account Handler 1

Morning

8:00

16:00

Jafar Rafi

jafar.rafi@emiratespost.ae

054-5814428

Service Coordinator

First Level Escalations

Morning

8:00

16:00

Vishnu Kamal

vishnu.kamalasanan@emiratespost.ae

050-9353047

Operations Supervisor

First Level Escalations

Evening

14:00

22:00

Binoy  Joseph

Binoy.Joseph@emiratespost.ae

050-6574920

Operations Supervisor

MIS Reports

Morning

8:00

16:00

Mohamed Batcha

mohamed.fysal@emiratespost.ae

055-8319931

Service Coordinator

Second Level Escalations

Morning

8:00

16:00

Naushad Abdul Rehman

naushad.rehman@emiratespost.ae

050-4271752

Team Leader

Third Level Escalations

Morning

8:00

16:00

Abdullatheef Ulli

abdullatheef.ulli@emiratespost.ae

050 6786427

Senior Director of Delivery Center

 

  • Commercial and Account Management

 

Point of Contact

Email ID

Contact#

Title

Vivek

vivek.soans@emiratespost.ae

050-5198756

Key Accounts Manager

Rajesh

rajesh.pattabhi@emiratespost.ae

055-2571010

Director of E-Logistics & Distribution

Ali

ali.moosa@emiratespost.ae

050-6449921

Senior Director of Sales





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