Title Page

  • Site conducted

  • Conducted on

  • Prepared by

  • Location

FM SOP

Vendor Drop off

  • Are all packages scanned through LOP and correctly placed(i.e non-bulky in carton/trolley & bulky on pallets)?

  • Are parcels checked for Smart QC in terms of packaging protocols, and are rejected if they do not comply?

  • Is self inbounding system operational in designated Model Hubs.<br>(Ensure availability of Scanners, LEDs & Smooth internet Connectivity.)

  • A queue mechanism (Q-Matic) system is implemented and being followed ?<br>

Station to Sort

  • MUs are created on LOP for the packages received and a seal is applied on these packages .

  • Packages are handed over to the PH in the form of MUs(non-bulky) and the PH scan all the MUs in their device

  • Primary sorting is carried out based on Regular and Irregular Packages?

Customer Return Drop Off

  • If a customer has not initiated a return from App, the station officer shall initiate the return on customer behalf and paste the return tracking after printing it.

  • Station Staff will conduct a Smart QC before receiving the item.<br>(Check for physical condition & Customer Claim in LOP)

  • MUs are created for these packages with special identification, ( RTC /RTM/SCRAP)

Collection point

  • CP packages are inbounded in LOP through "Customer Collection" tab at stations

  • 6 digit OTP sent to customers is processed in LOP to verify before handing over of parcel to customer

  • Bar Code are installed on every location where CP package is kept

  • CP packages are kept as per their location, which is being tagged through LOP system.<br>(Check for physical & system location)

Failed Delivery Process

  • For FD Packages, If the seller collects the package within 7 days, a system generated receiving is given, otherwise the package is marked as Scrap(PSC team will be communicating with the seller).

  • FD RTV packages are sent back to the SC within 24 hours of marking them scrap, and receiving is given on email.

Package Handling

  • Boxes/carton/package/MUs is not kept on floor

  • Boxes are stacked in such a way that they don’t fall off due to imbalance with proper weight distribution

  • Fragile packages must be kept separately & according to the correct orientation.

  • No throwing of any sort of package into trolley/carton from distance

  • Sacks are not dragged on the floor

  • MU's are being stacked on pallets properly with no threat of falling down.

  • MU’s are loaded into the vehicle properly and packages don't slip or move out of position during the motion of the vehicle.

FM -QCC

  • Correct initial QC is performed and right retagged reason is selected

  • Seller/Customer Support is intimated for RTV/RTC

  • All the pending cases have been escalated on Xspace wrt RTC/Scrap, RTM/Scrap, RTM > 4,000

  • During the Xspace ticket, a clear image of the package and DM screenshot is being added.

  • MUs are created for these packages with special identification, (return marked on these MUs) - RTC /RTM/SCRAP

  • RTM/RTC/RTW/SCRAP packages are placed in the standard color bins.<br>(RTM = Green, RTC = Blue, RTW = Yellow, Scrap = Red)

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