Disruptive Andon Handling Empty Cases

Logic & Work Flow

Disruptive Andon action on Empty parcel received cases, delisting process uses an
algorithm which works on empty parcel issue per suborder and a corresponding
threshold explained below:
Disabling will happen on 2 levels Seller SUPC & Seller:
Seller SUPC:
Empty parcel any instance > Seller-SUPC indefinitely suspended till valid RCA is
completed
Seller (Non SD mode):
Empty parcel 3rd instance in 30 days rolling period > Seller temporarily
suspended for 3 days -> After three days seller will be reactivated - > 2 nd
suspension for the same seller within 180 days (6th empty parcel issue) will
result in suspension for 7 days - > 3rd suspension for the same seller within
180 days (9th empty parcel issue) will result in permanent disablement
Suspension of an account may be revoked anytime during suspension period
provided a dispute is raised & RCA is found to be favourable
Andon RCA team to do proactive RCA on all seller disablement, TAT will be of 8
working hours for proactive RCA conclusion. In-case Andon team is not able to
conclude the root cause in 8 hours, then suspension would be removed
SUPC level RCA will be done only post dispute raised by a seller.
Applicability:

Empty parcel issue orders reported post 03/02/2016 will be considered

Actual system led disablement will be initiated from 08/02/2016 onwards
Sellers will be suspended / disabled only for issues reported from non-SD+
mode
If a vendor is present on both modes, temporary suspensions will apply to
only the non-SD+ channel whereas the permanent disablement will be
enforced across all fulfilment modes
All categories across catalogue will be considered

Callout:
Seller help to remove monetary penalty on empty parcel issue, if seller
raises a dispute suggesting he is getting penalized by both monetary
penalty and account suspension
Tech to generate a daily report at suborder level for every empty parcel
instance for all fulfilment modes, which will be circulated to concerned
departments (GTM, Category and SCM)

Suborders where empty parcel issue has been identified will be reflected
in Seller panel

Counter reset logic:

Counter will be reset to zero post suspension period or RCA suggested roll back for
seller

Seller communication
Program Announcement
Program communication will be via panel announcement to all sellers
Program commencement communication:
Dear Partner, in our continuous endeavour to improve product & fulfilment quality,
your support is needed in reducing various issues like empty, fake, used & out of
stock. Going ahead, every such instance may result in suspension of concerned SUPC
and repeat instances may result in account suspension
Communication for account disablement will be visible on seller front,
communication will be as below:
SUPC level disablement:SUPC suspended due to empty parcel issue on suborder #
<subo_#>
Seller level disablement:
Account temporarily suspended for 3 days as
multiple empty parcel issues are received on your
account. For suborders <subo_#1>, <subo_#2> and
<subo_#3>
RCA process flow

Callouts:
Sellers can raise disputes via Seller Help. Seller Help will route these disputes
to Andon RCA team
Seller help team will need to share the RCA at an suborder level & not a
generic / nonspecific RCA
Seller help team will need to share the RCA in problem, diagnoses & corrective
action format
Initially, Andon disabling will not happen on weekends
The time of actual seller disabling will be between 12AM to 4AM on any day
Andon RCA teams working hours will be from 8AM to 8PM
Andon RCA team need to follow 2 working Hours response time post ticket
allocation to the team; in-case RCA team is not able to respond in 2 working
hours then suspension would be removed
Andon RCA team to do proactive RCA on all seller disablement, TAT will be of 8
working hours for proactive RCA conclusion. In-case Andon team is not able to
conclude the root cause in 8 hours, then suspension would be removed
Tech team will upload suborder level disablement data & will share the portal
access with seller help team to help sellers when they raise issue
Andon RCA team to publish daily TAT report for pre-emptive RCA & dispute
cases

Ticket system used for Andon process will be sales-force & current Andon
ticketing system
Post seller disablement, Andon RCA team will do the RCA on issue & may reenable the seller for non-conclusive RCA
TAT for Andon RCA team initiated RCA will be on best effort basis / will be
suggested post 1 week of launch date