Standard Operating Process

Customer Service Seller Support.

Version No. 1.0.0

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 Table of Contents
Introduction.......................................................................................4
Seller Inbox.......................................................................................5
Action on Inbound Emails..................................................................6
Seller Contact....................................................................................7
Seller Reminders................................................................................8
Seller Claims......................................................................................9

Project Management

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 LIST OF RESOURCES

TITLE NAME
Manager Nachiket Nathe
Ass. Manager Geeta Naik
Team Leader Mayur Ovhal
Team Member Vishwa Khatadia
Team Member Toni Deekonda
Team Member Shivraj Dasari

APPROVAL BLOCK

APPROVALS TITLE
Prepared By : Mayur Ovhal
Reviewed By: Nachiket Nathe
Approved By : Nachiket Nathe

Introduction:

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What do you mean by seller?

Seller is an individual or entity from whom we place the order at the

lowest cost to fulfill the customer requirement.

To fulfill Inbound customers orders we place an order from different

Vendors.

Below are the Vendors:

•  Discover Book
•  Ingram
•  Hatchesbook
• Bookazine
• Alliedvaughn
 
And except Vendors, we also placed orders through different online
Websites Seller.

Below are the Websites that we mostly use to buy the product from the
seller.

• Amazon.com
• Abebooks.com
• Biblio.com
• Christianbook Website

• FSP Website

• eBay.com etc.

Seller INBOX :

In seller Inbox, we receive all orders related information and the queries
that we buy from the seller.

Product related information and queries are received as per below in the
respective mailboxes that we are using for our company.

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 Ø Ergode@ergodemedia.com

In this account, we receive the below website Seller emails.

 Amazon.com
 Abebooks.com
 Christianbook Website
 FSP Website

Ø Amid.half@gmail.com

In this account, we receive only eBay Website Seller emails.

Ø cs@supportingbuyers.com

In this account, we receive only Ergodebooks website-related Seller

emails.

Action On Emails :

1. After receiving emails in the Seller mailboxes we are checking all

emails.

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2. After checking all emails we clearing Unwanted emails and then moving
seller emails or Seller Query from the above mailboxes to the Seller email
folder and the respective Agent Folders for taking necessary action on the
same.

Seller Contact :

We are contacting seller in Three different situations:

1. When seller upfront raises the query after placing the

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order( post-order query) :

Example :

A. Product damage (In this case we contact seller for order cancellation)

B. Product availability (In this case if the product not available then we
contact the seller to cancel the order or, If the seller out of stock for the
item and said it will be ship within few days then we contact the seller
accordingly to ship or not).
C. Address confirmation. (In this case, we confirm the address with the
seller).

• For Domestic Case (order ship within USA only) : We confirm the

Customer address with the seller.
• For International Case (Except USA order ship all other Countries) :
We confirm the Logistic warehouse address if the order ship through
the logistic warehouse.

D.  Shipment Delay etc. (In this case, we contact seller for cancellation)

2. Handling after Sales queries of Customers :

When a customer has an issue with the order and they raise the query
about the product then we contact the seller accordingly and taking follow
with the seller.

Example :

• If customer received damage product

• If customer ask for partial refund when received a damaged product
• If product Delivered to the customer after ETA etc.
• If the customer ask for the return address to returning the product

In the above all situation when a buyer raises the query then we
contact the seller to giving the same reason and then taking follow
up on that with the seller accordingly.
• If Product not delivered to the Customer.

For Domestic Order - We contact the seller directly.

For International Order - We contact Logistic warehouse and seller both
about the product status.

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1.  We upfront contact seller : In this case, we are contacting Seller
upfront for International orders because to maintain the buying orders
data, to avoid misplacing the package and to maintain the ODR of Seller
Central Accounts.

Reasons :

• Contact the seller for tracking# to knowing the order status.

• If Tracking# available but not showing any status then we contact the
seller for updated tracking# or refund.
• If Tracking# delivered but not received the package at our logistic
warehouse then we contact the seller for POD or ask for a refund.
• If ETA is over and then we contact the seller for a refund.

Seller Reminder :

Reminders are set up in the Calendar for following up with the Sellers for
any Order Related Queries until the case closed on the seller side.

How to keep a Reminder in the calendar.

Seller <Seller ID> <Mention the index for what reason we are keeping the
follow up>
Eg. Suppose we have to ask for a refund to the seller then a reminder will
keep in the below format
Seller<12345678> Check Seller for refund

Reminder Format as follows:

• Media Seller Order #

If order relate to book and CD we indicate Media.

• GM Seller Order #
Except book and CD we indicate GM.
• Escalations Seller Order #

When the case getting to much time for resolving the issue and website
also involved in the case then we indicate the Escalation case.

Seller Claim Cases :

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When a particular Seller does not respond to the Order placed within 30
days, we directly contact the websites and raise the complaint and then,
necessary actions are taken by the website.

Disclaimer:This document may contain confidential and/or legally privileged

information and is meant for the intended recipient only. You are also hereby
notified that any use, any form of reproduction, dissemination, copying,
disclosure, modification, distribution and/or publication of this document, its
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Thank You.