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Increase the number of suppliers signing the undertaking.
P0 - Block for New Catalog Upload & Catalog Edit (7 day to 120 day) - Automated logicP1 - A warning message is shown.
Providing accurate information on PIDs causing infringement, potentially with examples.Establishing a mechanism for sellers with brand approval to raise a ticket for false brand classification.Offering redirection for generating brand authorisation where needed.Guiding sellers through the undertaking signing process.Clearly communicating the next steps and actions to take if they infringe again.
Repeat offender handling
Objective
The primary objective here is to streamline the process of obtaining an undertaking from repeat offenders on our platform. We also aim to provide proactive education to sellers regarding prohibited products on the platform. The key metric we aim to impact here is:
Context
The repeat offender mechanism is important for identifying and managing sellers who engage in fraudulent activities, specifically the sale of counterfeit products. This mechanism involves classifying sellers into two tiers: P0 and P1, based on their behaviour and risk factors.
P1 sellers are those suspected of fraudulent activity, while P0 sellers are confirmed to be engaged in fraudulent behaviour. P1 sellers contribute to approximately 11% of Brand Fake deactivation on our platform, while P0 sellers account for a significant 84% of Brand Fake deactivation.
Criteria for classifying sellers
We have defined two cohorts of supplier P0 and P1 based upon the nature and pattern of brand fake deactivation, this grouping can help us pre meditate suppliers who have the intent of committing fraud.
P1: Initial stage of fraud detection, these suppliers are suspected of fraudulent activity and carry potential Brand Fake risk associated with their live listing or new catalog upload. 5% of P1 sellers are converted into P0 sellers on WoW basis.
Criteria used to classify these seller: Seller with any deactivation in the last 4 months
P1 sellers (~6-7k) contribute to around 11% of Brand Fake deactivation on platform.
P0: Critical stage of fraud detection, Live and newly uploaded catalogs of these suppliers are expected to be 100% Brand Fake in nature. 80-85% of incremental sellers coming in this cohort graduate from P1 cohort, remaining % enter directly into this cohort.
P0 (~3k) seller contributes to around 84% of Brand Fake deactivation on platform
Criteria used to classify these seller:
(frequency>=5 and deactivation_perc > 0.01)
or (deactivation_perc > 0.2 and frequency>=2 and total_products > 10)
or (deactivated_products >= 50 and deactivation_Perc > 0.01)
How P1 sellers graduate to become P0 sellers
Differential Actions
Key Problems Identified:
Based on qualitative and quantitative data, we have identified several pain points for P0 sellers, which contribute to a low undertaking sign-up rate:
a) Lack of clarity on why their upload access has been blocked.
b) Uncertainty regarding specific pids responsible for the infringement.
c) Lack of guidance on how to resolve the catalog upload flow and proceed with the undertaking signing process.
d) Limited awareness of the requirement for brand authorisation.
e) Lack of clarity on which products are prohibited on our platform.
~200 suppliers currently sign the undertaking in a week, which is roughly 5% of all the P0 suppliers. Qualitative insights from sellers callings suggests that most of these repeat offenders face the above mentioned issues which leads to this low undertaking number-
Order Contribution of P0 sellers (4.5k) and P1 sellers (26k) on a WoW sellers
Total number of tickets raised for unblocking catalog upload or edit flow on a weekly basis (TBU).
Total number of suppliers who provide brand authorisation after their products are blocked (TBU).
Prioritisation of Solutions:
We should prioritise solving the post-catalog deactivation flow for P0 sellers, as only 5% of them upload an undertaking in a given week. Solutions should focus on:
For P1 sellers (warning)-
For P0 sellers (catalog upload blocked)-
SOP for P0/P1 sellers-
Dashboard for repeat offenders-
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