Issue Grievance Module - Documentation

viraj89 commented 1 day ago

Description

The Issue and Grievance Management (IGM) system will allow users and service providers to raise, track, and resolve issues within the Beckn-ONIX ecosystem. This will help improve transparency and user satisfaction. The objective is to understand the ONDC Issue and Grievance Management (IGM) flow and concept, then articulate what needs to be done to include IGM into the Beckn protocol in the Functional Requirements Document (FRD). The updated FRD should be added to Confluence on the designated page here and also uploaded to a Google Doc for reference.

Reference Links

Goals

[ ] Understand the ONDC Issue and Grievance Management (IGM) system.
[ ] Analyze the flow and concept of the IGM system.
[ ] Articulate the necessary steps to include IGM into the Beckn protocol within the FRD.
[ ] Document the updated FRD and add it to Confluence.
[ ] Ensure the documentation is also shared via a Google Doc.

Expected Outcome

A comprehensive understanding of the ONDC IGM system and its integration into Beckn protocol.
Updated FRD document reflecting IGM integration with Beckn protocol.
The updated FRD is added to the Confluence page and on Google Docs and shared.
An efficient grievance management system with clear escalation processes within the Beckn-ONIX ecosystem.

Acceptance Criteria

[ ] The ONDC IGM system flow and concept is fully understood.
[ ] Steps for integrating IGM into the Beckn protocol are clearly articulated in the FRD.
[ ] The updated FRD is successfully added to the Confluence page and shared on a Google Doc.
[ ] Users can easily submit grievances with confirmation of submission.
[ ] Grievances are tracked in real-time and resolved within set SLAs.

Mockups / Wireframes

NA

Product Name

Beckn-ONIX

Domain

Open Commerce

Tech Skills Needed

Full Stack Development
UI Building Blocks
API Integration
Backend Development

Complexity

Medium

Sub Category

Grievance Handling

Project View

Beckn-ONIX Grievance System

Project Name

Beckn-ONIX

viraj89 commented 1 day ago

The initial draft of this PRF is here and ready for review.

viraj89 commented 3 hours ago

Status Update

1. Progress Overview:
After reviewing the initial FRD with Faiz on the morning of October 8, I reached out to Venky to gain insights into the ONDC's IGM system, as suggested by Faiz. The next step will be to consult with Tanya.

2. Response from Venky:
I contacted Venky, and he provided the following insights via WhatsApp regarding the IGM specification:

Link to the Specification: IGM Specification
Summary of Suggestions:
1. Removed "_Info" and "_Detail" from attributes for clearer naming.
2. Introduced a "Representative" schema, deriving "Complainant" and "Respondent" for better structure and reusability.
3. Removed "GRO" as it is a type of "Representative."
4. Suggested linking to an FAQ URL instead of including all FAQs directly, as this would be more maintainable.
5. Simplified the "Note" object to allow self-referencing, which aids in managing supplemental information and issue actions.

He mentioned that he is uncertain if ONDC has implemented these changes, as he has submitted the PR.

Proof:

3. Current Research:
I am currently researching how grievance processes function for buyers and sellers in various e-commerce applications, such as Amazon and Flipkart. I will be adding these finding in the FRD. Also prepare the flow charts.

Next Steps:

4. Further Consultation:
To better understand how ONDC has implemented the IGM, I have requested time from Tanya. If I do not receive a response, I plan to follow up with a call on October 9 or send a follow-up email.

5. Next Actions:
I need to determine how to proceed based on Venky's suggestions and whether we can incorporate his changes from the PR for our work.

cc @faizmagic @Kathirvel-ai @emmayank

beckn / beckn-onix