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Entry Point 1: Support CTA/Support FAQFAQ/CTA to be added- “I have received a wrong/damaged/missing/used return or RTO”Placed as first FAQ in the orderAll other Claims related FAQs to be deprecated from support, except for lost ( “I have not received by Return/RTO shipment”)Entry Point 2: Claims TabEntry Point 3: Returns→Return Tracking→Delivered Tab
Customer ReturnsUpon clicking any claim-related entry point, the supplier should be redirected to the Claims tab(On left nav bar).A new page with the header “Raise a Claim” should open.
On click in text box, show recommendations for the last 6 return-delivered orders, allowing the supplier to directly select from them.A responsive search feature should activate as the supplier starts typing in the sub-order ID field.Input Specifications:Suppliers can only enter a single sub-order ID without gaps.The field should accept input as a varchar with underscores (“_”).
If the ID passes eligibility, the Product Card and Issue Selection fields of the form are revealed for further action.If the ID fails validation, the supplier is shown a clear response (based on the exhaustive list of reasons - LINK) and provided guidance on the next steps.
Packet State:Options: Intact or TamperedInclude an Information Toggle explaining these options.Packet ID:(to be confirmed with the business team)Input type: Alpha NumericAdd digit cappingIf validation fails, show an error message (to be defined based on checks).Description and Attachments:Attachments accepted in formats like JPEG, PNG, MP4, Excel, and any additional formats accepted by tech (to be confirmed with tech).Include an Information Toggle with guidelines for adding descriptions and attachments.Callback Number:Autopopulated, but the supplier can edit.If edited, apply a 10-digit validation check.Include an Information Toggle for callback number instructions.Barcode Image:Limit: Max number of images (to be confirmed) and image size restrictions.Include an Information Toggle with image upload guidelines.Reverse Waybill:Limit: Max number of images (to be confirmed) and image size restrictions.Include an Information Toggle explaining how to upload the reverse waybill.Product Image:Limit: Max number of images and size restrictions.Include an Information Toggle with guidelines for acceptable image types, size limits, and next steps if unsupported formats are uploaded.Unpacking Video:Limit: Max number of videos and size restrictions.If a video exceeds 25 MB, provide support options and links to compress the video or suggest alternative ways to upload.Confirm whether the size limit can be increased from 25 MB (to be checked with the tech team ?).
The Submit button will remain greyed out until all mandatory fields are filled.If the supplier tries to click on the greyed-out button, they will be scrolled and redirected to the incomplete mandatory fields.If the supplier cancels the form at any point, they should be redirected back to the page from where they started (Support, Claims, or Returns) — confirmation needed from Rishabh.If the supplier navigates back while filling out the form, the same behavior will apply: they will be returned to their original starting page.
A message confirming the claim has been successfully submitted.The Ticket ID created for the claim.Track Claims: This button redirects the supplier to the Claims tab.Raise Another Claim: This button redirects the supplier to a blank claim raising form.
RTOWrong Product in Barcoded PackageNon-Barcoded Package
Wrong Product in Barcoded Package: In this case, along with the other inputs, the supplier will be presented with the following issue options: Missing, Wrong, Used, and Damaged.Non-Barcoded Package: Issue selection is not displayed. The supplier is taken directly to the other input fields.
Validations
Claim Cool Off Suppliers request
Claim’s rejection due to incorrect dispositions (To be done via manual Audits)Approval rateClaims Active SuppliersClaim Rate
First-Order Impact: ~2% increase in Approval Rate. Working as followsCurrent Rejection Rate →25%10-12% of rejected tickets → 2.5% - 3% tickets at platform levelAssuming Platform approval rate of 75% on these tickets → Approval rate increase is 1.875 - 2.25%Second-Order Impact:Improvement in the Net Promoter Score (NPS) of claim detractors (Impact indeterministic)Claim activation (Impact indeterministic)
FlowchartEntry pointsOrders -> SafeTPayments(Overview)
Flow chartEntry pointsPayment->SPFHomepage(Overview)
FAQ disposition Educational FAQ
PRD - Simplified claim process
Context 📒
In a , we identified Incorrect claim rejections as a main reason of detraction and seller trust breakage. In particular, sellers believe that their genuine claims are being rejected by Meesho.
Deep-diving into claim rejection reasons revealed that about 10-12% of rejected claim tickets are because sellers raised the claim ticket under the wrong disposition. (A disposition is an L2 reason a seller selects while raising a claim. Eg: I have received a wrong product , Item/s are missing in my return, I have received damaged product, I have received used product as return).
Also, as a part of Seller Trust on improving the end-to-end claims experience for suppliers on the panel, Claims Tracking and Raising were key focus areas. Tracking was revamped with the introduction of the new Claims Tab, while claim raising is being addressed in this PRD. The document aims to simplify the claim-raising process and help sellers reduce the number of claims submitted under incorrect dispositions.
Problem Definition 🔎
We would only be looking at problems faced by the sellers in raising the claim under the correct disposition.
To understand why sellers raise claims under wrong disposition we conducted seller LoDs. Following are the themes we discovered
Problem
Description
Percentage Suppliers in LODs
Seller LoDs
Sellers are not aware that there are multiple dispositions
These sellers raised all their claims under “I have received wrong return” because it was the first disposition shown to the seller
90%
Sellers know there are diff dispositions, but don’t choose the correct one
Sellers are aware that there are different dispositions but they are not able to understand which disposition best serves their use case.
10%
“Damaged aur wrong return mein kya alag hai? Product damaged hai toh wrong hi hua na return”
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Requirements 🔑
The simplified claim-raising process can be divided into two parts:
1. Entry Points to Raise a Claim
Use Case- Assist suppliers in navigating the claim-raising process easily by providing clear guidance on where they can submit claims (e.g., Support, Claims Page, and Returns). Additionally, address situations where a supplier is in the Claim Cool Off period by informing them upfront and suggesting the appropriate next steps.
2. Claim Raising Form
Use Case- The simplified form displays supplier dispositions relevant to their sub-order. It also includes validations on the sub-order ID and subsequent next steps if any.
The details of each section are as follows:
Section 1 : Entry Points to Raise a Claim
All the older claim-raising dispositions (1, 2, 3, 4, 139, 140) to be deprecated from the support section and transitioned into the new raise a Claim CTA/FAQ. We will ensure that existing responses remain consistent, while the new ones will be determined based on what sellers select in the claim-raising form for both Customer Returns and RTO issue lists.
Edge Case- When the supplier is on claim Cool Off
a. Raise a claim CTA, and redirection to the new form and not support.
Edge Case- When the supplier is on claim Cool Off
a. Raise claim CTA upfront on each sub order ID
b. Here when ever suppliers selects for specific line item(sub order) on claim raising form it should be auto filled, ie sub order ID should be auto filled.
Edge Case- When the supplier is on claim Cool Off
Section 2: Claim Raising Form
The complete claim-raising form will vary depending on the return type, whether it's a customer return or RTO. Details of both are mentioned in point below. Additionally, there will be a set of validations related to the sub-order ID, which will be common to both return types, as covered in the third point.
As a supplier whenever I click on “Raise Claim” CTA/FAQ I should be redirected to Claims Page and a responsive page with header “Raise a Claim” should open
Step
Description
Image
Redirection to Claims tab and new page
FTUX: For the first two claims a supplier raises each day for a week, they should be redirected with a guided navigation modal explaining how to raise claims from the Claims Tab. This redirection should occur as soon as the supplier clicks on any entry point to raise a claim.
Sub-order ID input
4. Once the supplier moves forward, the input should be frozen and unchangeable.
5. Upon page refresh, the form should reset, starting with a blank field and losing any previous context.
6. If a supplier copies the link after entering a sub-order ID and reuses it elsewhere, a new form should be displayed, with no saved information from the earlier session.
7. Information Toggle with text ”This is a unique number for each order. You can find the sub-order number on Returns Delivered/Orders page.”
Sub Order ID eligibility check
Once the sub-order ID is entered, the supplier can use the CTA “Check Eligibility”. It will lead to two case:
Product Card Display
For the selected sub-order, display the following product details: Catalog Image, Product Name, Category, Quantity, Size & Return Type
Issue selection
1. From the sub order ID, we should internally check whether it’s an Customer Return or RTO. For customer returns the supplier must choose one issue from the following options: Missing, Wrong, Used & Damaged
2. Only one selection is allowed.
3. The supplier can change the selected issue even after entering other details, but they cannot unselect all issues—at least one issue must remain selected if the form has been filled further.
4. After selecting an issue, the following input fields will become visible: State of Packet, Packet ID, Description & Evidence and Attachments
5. An information toggle will be available with explanatory text: "".
6. If the supplier clicks outside the issue selection without choosing any issue, a prompt will appear stating: "Please select an issue to proceed."
Inputs(Text/Images and videos)
Supplier Input Details:
Submit and Cancel CTA
Success Screen
1. Upon successful claim submission, display a success screen that includes:
2. Include the following CTAs:
3. If the supplier clicks on the breadcrumb navigation, they should also be redirected to the blank claim raising form.
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Edge Cases
Name
Description
Image
On Refreshing Page
Fields in the modal will retain their last saved values specific to the sub-order ID. The modal will reopen to allow users to continue from where they left off.
Change Details After Validation
No, the details will be frozen after validation and cannot be changed.
Existing OMS Integrations
Connect with the tech team to understand existing OMS integrations and their implications.
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All the steps remains same in claim raising process, just the issue selection (5th sr no. in customer returns)
Step
Description
Image
RTO Received
1. Based on the sub-order ID, the system should internally determine whether it's a Customer Return or RTO. If it's an RTO, the supplier must first choose between:
Only one selection is allowed.
2. The supplier can change the selected issue even after entering other details, but they cannot unselect all issues—at least one issue must remain selected if the form is further filled.
3. After selecting an issue, the following input fields will appear: State of Packet, Packet ID, Description, Evidence and Attachments
4. An information toggle will be provided with explanatory text: ""
5. If the supplier clicks outside the issue selection without making a choice, a prompt will appear stating: "Please select an option to proceed."
Note: In V1, we will only include the “RTO Received” option. The selection of specific issues (Missing, Wrong, Used, Damaged) will be added in V2.
Issue selection
1. After selecting RTO Received, there are two possible scenarios:
2. In both cases, only one issue selection is allowed.
3. The supplier can change the selected issue even after entering other details, but they cannot unselect all issues—at least one issue must remain selected if the form is further filled.
4. After selecting an issue, the following input fields will become visible: State of Packet, Packet ID, Description, Evidence and Attachments
5. An information toggle will be provided with explanatory text: "".
6. If the supplier clicks outside the issue selection without choosing any issue, a prompt will appear stating: "Please select an issue to proceed."
There are no rows in this table
Case
Case
Description of issue
Copy
Image
Sub Order ID
7
Sub Order ID
Check Sub Order ID is null or empty
“Sub Order ID is required”
Sub Order ID
Sub Order ID underscore check
“Please enter a valid Sub Order ID”
Sub Order ID
Check if order details for the entered Sub Order ID are present or not
“Please enter a valid Sub Order ID”
Sub Order ID
Order Details not found for a Sub Order ID, incase of multiple Sub Order ID
Please eneter only single sub order num
Sub Order ID
Check if the Sub Order ID does not belong to the supplier
Sub order id does not belongs to you
Sub Order ID
Duplicate ticket check (only for single
Sub Order ID input)
if for that supplier lD x Sub Order ID only one claim ticket can be raised. If there already exists a ticket in which ever staus(Open Closed, accpeted , rejected, reopened)
Ticket ID: [Text from design]
Sub Order ID
Set BP whitelisted suborder num flag
BP Packet Id Validation
3
BP Packet Id Validation
BP Packet lD should be 15 digit and alphanumeric
BP Packet Id Validation
For RTO, if BP not scanned in the forward leg, black from raising a ticket
BP Packet Id Validation
Packet ID Validity
Supplier_ID
1
Supplier_ID
For RTO claims subcategories, has no BP forward scan details, if supplier is not a mall seller then block
Claim raise window passed
1
Claim raise window passed
A supplier can raise a claim within 7 days from when he has recived. If raised post the an error
Section 3: Other Support Pages
FAQ- I am unable to raise a claim on my wrong Returns/ RTOs received
Access to raise claims on any wrong returns/ RTOs will be disabled for the following reasons:
1. Raising invalid claims for correctly received products.
If you feel this is a mistake on our end help us know what was’t wrong attaching the cool off mail received from Meesho and for all sub order ids/ticket id mentioned please proved proofs and explanation on what went wrong along with that this will be kept in mind for future cases. Find sample excel file
2. Using non-barcoded packaging to dispatch shipments.
If yes, we request that you raise a ticket. Otherwise, please ensure that you scan 100% of your shipments before dispatching the orders. Thank you for your cooperation and attention to this matter. Find the video here
3. Failing to scan barcoded shipments before dispatch.
Please follow the instructions given below(YouTube video here):
Scanning through mobile:
Open Meesho Seller App on your mobile browser (Google Chrome / Safari) and click on Scan Now button under Branded Packets on the home page.
Scanning through laptop:
Open the Orders tab on your desktop or laptop and click on Scan Branded Packets button, attach the 2D QR code scanning gun to your desktop or laptop, and start scanning.
Designs 🎨
Dekstop & Mobile Screens
Metrics 📈
NSM [TBD]
Guardrail metrics (To see if the changes have not deterred sellers to raise claims)
Impact Expected
Inside Out 🚧
Amazon
Flipkart
Rough
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