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SUCCESS STORIES
NON-INFRINGEMENT

BURNDOWN

Akash Justin Jathanna, Manager, RA BLR N Meenakshi, Manager, RA BLR

Seller Appeals – Non-Infringement Burndown

In the month of April with increase in enforcements that were taken for Price Gouging, there was an influx in the number of
appeals that were received at a listing and account level in the Seller Appeals – *Non Infringement segment, with an
average volume of 6k cases until Week 10 and thereon increasing by 100% (12k/week).

On 1st May the overall backlog volumes for SA-NI stood at 61k with over 3k cases that were aging beyond 30+ days and 11k
cases in the 22-30 days bracket, this was matched by an incoming of 12k cases per week against a capacity of 7.3k cases. To
tackle this, the team upskilled 23 investigators from Reports to Appeals in Week 17 who added a full capacity of 3.2k cases
from Week 20.

The Impact & Implementation of idea in Two Phases-

Phase 1 -- spanned from Week 19 to 22 where 87 investigators across sites worked on the burndown exercise, which was
conducted by assigning cases manually basis highest aging. The team was able to burndown 43.1k cases bringing the
backlog volume down to 31.3k cases in the 3 weeks period, with 0 cases aging beyond 30 days at the end of the exercise.

Phase 2 -- starting Week 22, Operations partnered with Workforce team to create backlog profiles to queue cases to
investigators through GACD routing basis the highest aging. The team resolved 34.5k cases in Week 22 and 23, reducing the
overall backlog volume in SA-NI to 3.5k cases as of 8th June.

The Force Behind the Achievement :-

87 team members from WW Non-Infringement Operations worked on quip assignments and committed additional hours to
support this burn down. The team was able to deliver 43.1k resolves that helped bring this volume down. When the exercise
started there were over 3k cases that were in the 30+ day bracket and over 11k cases in the 22-30 days bracket, this has

significantly come down over the days whilst keeping in mind the new incoming, currently we have 0 cases that are over 30+
days in Seller Appeals – Non Infringement.

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