Introduction:

We have had users reach out to us stating - They have received a Meesho package delivery without even placing an order on the App NOR via a reseller. 


Upon investigations, it was understood that some re-sellers were placing direct COD orders for their contacts without obtaining any prior permissions/approvals from them, with an intention that the users would keep the orders & the reseller could make extra profits & margins. 


These could however have other possibilities like - 3PL swap, gifted orders


These have a separate callback queue here in Meesho. The number is mentioned on the invoice of the product - SOP Link


If the user contacts the dedicated UC queue, the agent will verify the details shared by the user to identify whether it’s a Supplier Fraud or Customer Contacted or Not a Meesho Order or Unconsented Order. Based on the outcome from the investigation the agent will raise a ticket in Freshdesk along with evidence, mandatory details and assign it to the respective group and select the disposition accordingly.


Process Guideline: 

Scenario 1
The end customer has not placed any order with the Meesho, but they have received the product. In such cases the user will contact the Unconsented customer care number 8068878782 which is mentioned on the invoice. 

Once the call gets connected to the Dedicated UC queue. Agent will provide the opening within 5 secs. 


Scenario 2

Customer calls on the dedicated queue. If the call is not related to Unconsented order, the solution agent will inform the user to raise a “Call Me Back” request from the Meesho app.

Script: You can now choose to get a call back from Meesho by visiting the "Help Center" in the Account section of the app. Click on your issue type & select the "Call Me Back" Option to get an instant call back from us. There may be chances In the future that we might discontinue the inbound support and only have the " Call Me Back Option". In case you are unable to find the "Help Center" feature, please update your Meesho app.


Disposition: Other_Query_Related_To_Meesho


Scenario 3

If the user has raised a CMB request via the Application & is complaining about the unconsented order - Then the L1 agent SHOULD follow the UC SOP.


Check Points to be done by L1 Agent:

 

Sl No

Pointers

Check list

1

Customer received an unconsented order

Package collected/ Received message

2

Payment Mode

COD/Online

3

Did you or your family members placed an order via any social media or from any reseller

Verified/ Not Verified

4

Customer is a Meesho user

Yes/No

5

Order Number

Available/ Not Available (FD Input)

6

AWB Number

Available/Not Available (FD Input)

7

Customer mobile number

Input – FD field

8

Customer email id

Input – FD field

9

How did the Customer learn it's a Meesho order

Input – FD field

10

End user address

Input – FD field

11

Customer knows the reseller ( Please check the sender name which is mentioned in Order details) 

Yes/No

12

Capture the End customer name 

Input – FD field

 

Ticket fields- UC User's Contact Number, UC-Source, UC-product Name, UC-Product Description, Order ID, AWB number, UC- Address