FA Ops - Training Manual

Areas covered
1. Consignment Scheduling
2. QC Ticket Resolution
3. Recall Management

Schedule Drop
• Inwarding and storage capacity at FC level is shared by FA Planning with FA Ops over email
• Scheduling POC for FA Ops will set inwarding capacity for all FC in seller portal and request changes
in storage capacity from SP-FA-DevOps
• FA Ops has to plan scheduling to ensure inwarding or storage capacity is not breached at any of the
FC
• FA Ops works with the logic of X+20% (Buffer number) to accommodate for seller No Shows
• This buffer value is changed if No Show number is expected to change
• Seller will create consignment and schedule it for drop
• Scheduling POC has to adjust inwarding cap based on FC holidays and ensure communication for
same is given to all stakeholders
• In case seller fails to schedule his consignment, escalations should be directed to FA Ops

Schedule Drop
In case of storage capacity breach seller will receive error message: "Sorry! We are out of storage capacity for some of the
products in your consignment”
• FA Ops finds out the quantity assign in FC for super category and compare with seller requirement
• FA Ops will try to increase or decrease the quantity allocation for super category In FC
• FA Ops has to make sure adjustments are done for interchangeable storage in FC
• FA ops has to make sure that the FC storage cap should not breach for the day
• Scheduling POC preparers new report for quantity assigned to required category for respective FC
• E-mail this report to SP-FA-DevOps team to do the changes
• In case FA ops is not able to adjust the quantity for super category they will check with FSE (Fulfilment Service
Ecosystem) team over email
• FSE (Fulfilment Service Ecosystem) team will check and revert whether they can in-ward or not
• If FSE (Fulfilment Service Ecosystem) team provides space for in-warding then FA Ops schedule’s drop for seller
• If FSE (Fulfilment Service Ecosystem) team is not able to provide space for inwarding scheduling POC will plan for next
available slot for seller scheduling and communicate back to category POC

Schedule Drop
In case of in warding capacity breach error: "Sorry! We are all booked for the chosen date. Please try
later dates.“
• When seller get above error he can try scheduling it for next seven days
• In case of any exceptions FA Ops will check in-warding capacity reserved for below and try to adjust
it
 Mobiles
 DODT ( Deal of the day )
 High priority Consignments

QC process
1. To check the norms and guidelines for in-warding.
2. To escalate to the required POC for the changes to be
done.
3. Escalate to the POC for the approval for in-warding ,if
there is a difference in specification.
4. Need to inform FC to inward/ reject as per the updates
from escalated POCs
5. FA Ops have to check all the specification on Lookup
screen
6. FA Ops have to check all the specification on CMS
Console.
7. Please check SOP Manual for QC norms and POCs for
Category and Catalogue
Responsibilities of FA Ops Team
FA Ops downloads
the tickets for QC
from FLO console
FA Ops
checks the
Norms and
guidelines for
direct reject
Fail
FA Ops Checks and
escalate to the
required POC if
changes are required
to inward
Check if we can
do the changes/
if the changes
are done
Inform FC to
reject the ticket
as the changes
cannot be done
Inform FC to
inward as the
required changes
are done
Pass
Fail
Pass
FA Ops informs
FC to reject the
ticket
Raise a
ticket to
FA Ops Fail
Pass

Seller drops his
consignment on
the scheduled
date and time
Gate check of
STN & other
details
Seller need to
come back with
ready details
Fail
PassOver to QC experts
QC expert
checks as per
guidelines and
Norms
Pass
Fail
In warded
In-warding
Sent to unsellable
inventory, Seller
can recall the
rejected units
Pass
1. Primary package should not be torn or damaged or
wet
2. Bubble wrap or thermocol recommended for
electronic items to avoid edge damages
3. Empty space to be filled with fillers such as bubble
wrap, thermocol, air fillers
4. Only Flipkart consignment id should be readable. Any
other bar-codes/labels should be removed
5. Freebie and Primary product should be packed
together
6. Expiration date of the product should be more than
90 days from the date of in-warding
7. Importer/Manufacturer address should be present on
the product
8. MRP printed on the product should not be less than
Flipkart selling price
9. Not for sale products should not be send to Flipkart FC
10. Please make sure the quantity mentioned while
creating consignment matches with the quantity
shipped
QC Guidelines summary
Raise a
ticket to
FA Ops Fail
Pass

Drop to ATP and Sanity check
Drop to ATP
 Seller has to come to FC as per the schedule data and time to drop his consignment.
 FC PL team will do the sanity check.
Sanity Check
 PL team will check the projection report sent by FA Ops
 If consignment is not the part of the projection FC PL team will reject the consignment
 FC PL team will inform FA Ops via E-mail about the rejection reason
 FA Ops need the valid reason for rejection from PL team via E-mail. PL team can reject only if consignment is not a part of projection or
if consignment is not carrying correct STN
 If consignment is a part of projection, PL team will check on FLO whether consignment is valid or not
 If valid, gate pass will be issued to seller by PL team
 If not valid PL will put consignment on hold and ask seller to wait. Issue will be communicated to FA Ops in email with the reason stating
consignment is invalid in FLO
 If consignment is projected and error is due to tech issue, FA Ops will E-mail to sp-fa-devops@flipkart.com to fix the issue for
consignment to be shown on FLO
 Once issue is resolved by sp-fa-devops@flipkart.com gate pass will be issued to the seller by the PL Team
 If consignment is found as not projected by FA Ops team, same is communicated back to PL team and consignment is rejected
 FA Ops will communicate to PL team in FC to process the sanity check.

Unloading
Drop to ATP
Unloading
 Seller have to unload his consignment from Vehicle to Dock
 Security will count the boxes.
 If security found damage, wet, Seal broken or any discrepancy in product FC has right to take the
partial consignment
 Unloading team has right to do the sample auditing in dock
 Any discrepancy found by unloading team will be communicated to FA Ops before
rejecting/unloading
 FA Ops will communicate to BD and Category for the issues which are raised by the unloading team
 Unloading team will give the acknowledgement as number of boxes received and unloading team
will mention as product is subject to verification.
 Security and unloading team supervisor will provide the acknowledgement on STN as FKI seal in
which Supervisor and security will sign with Date and Time which is mandatory.

Unloading
In-warding
 In-warding team will segregate SKU wise and count of the products.
 Post verification in-warding team will manually rite the actual qty received on the STN.
 In FLO in-warding team will change the status from created to ready to process for the GRN(Goods
Receipt Note).
 In-warding will do the SKU wise random sampling as per the QC norms for the respective category.
 If any discrepancy in-warding team will create the QC ticket on FLO by selecting the type of issue.
 Type of QC issues are as Follows
 Expire date/Shelf life
 Damaged
 MRP issues
 Not for sale
 Seal
 Specification mismatch
 Post creation of the QC ticket in-warding team will handover the ticket to IRT with WID sticker and QC
ticket sticker on the product.

Unloading
IRT Team
 IRT team will cross verify for the ticket which is raised is valid or not
 If valid IRT team will change the status to BD escalated.
 If not IRT team will inform in-warding team to inward the product.

QC process
FA Ops process for Quality Check
 FA Ops will download the tickets from FLO, Check SOP Manual to know how to download QC tickets. Every 2hrs
 FA Ops will work on Created, BD Escalated, BD Accepted cases.
 Created status tickets should move to BD escalated within 3-4hrs.
 If status not changed from created to BD escalated with in 3-4hrs FA Ops will send the request to FC IRT Team for the issue of the ticket.
 Once FC IRT Team send the issue regarding to the ticket/BD Escalated ticket received check if it is a direct reject case, check SOP
Manual to know direct reject QC norms.
 If it’s a direct reject case, inform FC to reject the ticket.
 If its not direct reject case, check the issue of the ticket as per the E-mail which will be sent by FC for all BD escalated case
 If the issue is for any specification mismatch check on lookup screen to know the specifications, check SOP Manual to know how to
check in look up screen.
 If the issue is for MRP mismatch FA ops has to escalate the issue to respective BD’s/SRM.
 Once respective BD’s/SRM informs back that the changes are done need to inform FC to accept the product.
 If no changes done/TAT breached(48hrs) for MRP change IRT will reject the ticket.
 If required need to check on CMS console for detailed specification like who have created the catalogue for FSN, check SOP Manual to
know how to check on CMS

QC process
 FA Ops will verify on the respective brand website for specification.
 If specification matches of the brand and product specification need to take approval from catalogue owner with
authorization letter
 Ticket to be escalated to BD to verify with seller in case brand and look up screen/CMS specification matches.
 If BD asks to do the changes need brand conformation and Catalogue owner authorization letter for changes to be done
on catalogue.
 IF BD does not verify with in 48hrs inform IRT will reject the tickets
 If specification is not matching inform FC to reject the ticket.
 Approval required from category in case changes are required. Check SOP Manual for current POC list of category
 If changes are not approved, ask FC to reject the ticket.
 Post approval from category, escalate to catalogue team for the changes to be done on catalogue, check SOP Manual for
the Catalogue POC list
 Once changes done in catalogue, inform FC to inward the product and resolve the ticket
 If catalog changes can not be made, within IRT TAT, ticket will be rejected by IRT
 FA Ops to follow up on BD accepted cases till tickets reach WH accepted state
 FA Ops can also check QC status from seller portal, check SOP Manual to know the QC status process.

QC process
 QC Report Download
 MRP Mismatch
 Color Mismatch(SL)
 Color mismatch(CCC)
 Image Issue
 Model id
 Size issue
 Title and Style code issue
 Direct Reject
QC Process SOPs
 For more information on the QC process, Please find details on below items in SOP Manual

QC process Applications Usage
Download of Cases/Tickets from FLO
• Need to login to FLO console to download the tickets
Link: http://flo-warehouse-ui-b2b.nm.flipkart.com/
• Login to FLO using Username and Password (LDAP)

• Select the required Warehouse to download the ticket/cases.
Select Warehouse

• Select search QC tickets in “IRN” dropdown
Click on search QC
Tickets

• Select the status which needs to be download in “QC Ticket Status”
• Select as FBF Consignment in “TYPE”
• Select the start and end date and click on “Get QC Tickets”
Select
date from
Select FBF
Consignment
Select the Status
of tickets
Select
date To

• Here we can see the tickets fetched by the given date and status
• Click on CSV to download as CSV format file
Click here
Download as CSV
ReturnEnd of Slide

How to check on Lookup screen.
• Login to FLO console
• Select Receive Consignment under inbound dropdown.
Click on Receive
Consignment

• Enter the Consignment id and FSN and click on search icon to get the results.
Click here to
get results
Mention
Consignment id
Mention
Consignment id

• Here we can see the results of the search for the given consignment id and FSN.
• With this we can compare the specifications of the product.
ReturnEnd of Slide

How to check the specification on CMS Tool.
• Login to CMS tool for the specifications comparison in detail.
Link: http://sp-cms-console1.nm.flipkart.com:26600/consoleservice/login/auth
• Enter your user name and password to login(LDAP)

How to check the specification on CMS Tool.
• Enter FSN and click on Submit to get the detailed information.
Enter FSN
• After entering FSN we can compare the detailed specification of the FSN.
• This will help to know who have created the catalogue for the FSN.
ReturnEnd of Slide

To know the QC status
How to know QC status
• Login to Seller Support Dashboard using user name and password(LDAP).

• Enter Seller id/Seller name/Seller email id/Seller contact number
• Select and click on the result
Click on
Results

• Click on account access to access seller portal.
Click here to
access seller
portal

• Click on FA Services.
Click here

• Click on Consignments.
• Click on Scheduled
Step 2: Click on
Scheduled
Step 1: Click on
Consignments

• In results click on the consignment name for more information regarding required
consignment.

• In consignment we can check number of quantity received, QC Passed, QC Failed, QC Complete for number of
items and tickets which are pending for every FSN.

Recall is initiated by the seller and Recall Request ID is created , because of the below mentioned reasons :
• Customer Return
• Quality check rejection
• Sellable Inventory recall
• Flipkart Initiated recall ( In scenarios like seller deactivation, Listing ID’s deactivation, Slow moving- non moving products )
Recall : Overview
Consignment Status on System :
1. New : We have received the removal request and it is yet to be processed.
2. Created : We are processing the removal request.
3. Pending for documents : Sellers have to provide the relevant Interstate Form.
4. Packed : Product is packed and is ready to ship.
5. Dispatched : consignment is dispatched from fulfilment center.
6. Completed : Removal request has been completed.
7. Failed : Removal request does not get acknowledged/ processed due to technical reason.
Unsellable reasons:
QC reject : Did not clear QC checks.
Customer return : RTO/ RVP.

Recall Inventory
Sellable Unsellable
- Select the FSN,
quantity and Recall
- Share logistic form
Dispatched from
Flipkart Fulfilment
center
- Recall all Unsellable
Inventory
-Share logistic form
Dispatched from Flipkart
Fulfilment center
Delivered to Seller
High Level Flow : Recall

Roles and Responsibilities of FA ops
 FA – Ops will download the “Pending Reco” tickets from Flo. Check SOP Manual to know the ticket
download procedure
SRM team gets in touch via call/mail with the seller to get the Recall ID created
 Seller creates the recall on Seller Portal. Check SOP Manual to know the recall creation procedure
on Seller portal
 FA – Ops provides the required information to seller to generate the Interstate forms ( if required )
 FA – Ops keeps a follow up with internal teams like Return Centre, IRT, Inventory team,
Procurement Logistics team, Tech team till the products are delivered to the seller
FA-Ops can also raise request to SP-FA-DevOps for creating Recall ID on behalf of seller, if required

Post customer returns, product verification is done by the PV team based on the PV norms.
If the products are in saleable condition, products are added into inventory
If the products are not in saleable condition, and based on PV failure reasons(refer reason code in SOP),
sellers are covered under Seller Protection Fund. Based on the settled amount, sellers are paid on
Thursday of every week.
If the seller is not happy with the provided settlement, he can update his request for unhappy claim by
getting in touch with the Seller Support team or can raise a request on Seller portal
Seller Protection Fund

 OOS : Out of stock
 SRM : Seller Relationship Management
 FA : Flipkart Advantage
 PL : Procurement logistics
 Express delivery : Next day delivery
 Unsellable : Inventory which is not sellable
 Pick & Pack Rate : The rate applicable to pick and pack the product.
 Removal Fee: If a seller wants to remove the inventory from Fulfilment center
 Storage fee: The fee charged to store the product in Fulfilment center
Glossary

How to Recall unsellable Inventory?
Step 1: Click on
‘FA Inventory’ tab
Step 2: Click Here to
see all unsellable
Inventory
Step 3: Click Here to
recall all unsellable
Inventory

How to Recall unsellable Inventory?
Step 4: Click on
“Yes” .

How to Recall Sellable Inventory?
Step 1: Click on “FA
Inventory “ tab.
Step 2: Click on “All
Inventory” tab.
Step 3: Click on “Add to
recall”.
Step 4: Enter the quantity
which you want to recall.
Step 5: Click on “Create
Sellable Recall”.

How to check the recalled Inventory Status?
Click Here to Track
the Recalled
Inventory
Check here for
Recall Status
Click here for
more details
Check here
Return
Reason
Check here to
know request
creation owner
Check here for
Recall Requested
Date
Slide End Return

How to download Pending Reco tickets from Flo
Step 1 : Login to flo using LDAP ID.

Step 2: Select the relevant Warehouse from the dropdown.

Step 3: Select IRN from the tab.

Step 4: Select “Search QC Tickets “ from the dropdown under IRN.

Step 5 : Select “pending reco” from the dropdown under “QC Ticket Status “.

Step 6 : Select FBF consignment from the dropdown under “Type “ option.

Step 7 : Select the date range and click on “Get QC Tickets “.
SLIDE END RETURN

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