AFM UK/Canada/US Customer Support Guide PDF

0 Typologie Sous-typologie Environnement / Contexte Action Agent Answe...

0 Typologie Sous-typologie Environnement / Contexte Action Agent Answers This movement is to be used for a complete parcel (i.e. all The agent needs to confirm the Order N°, track it then inform the customer to contact us back after - The agent needs to process ' Said not received ' in SUSI. items shipped except for delayed or sold-out items). 10 days. If it's has been more than 10 days from the last update on the tracking website the agent - We just need to confirm that the customer didn't receive his order by tracking Delivery time : It is used after the 10-day dispatch period if the customer has The client claims that he didn't receive his order, needs to process the mouvement. it, or trust the customer despite the proof of the delivery, since the parcel 5 to 7 working days Said not received not received the parcel and the status of the parcel does not He needs to wait 10 days before we can process could be stolen Delivery comapny : allow a claim to be made (lost parcel, returned to sender, the mouvement Movements ( F5) -> select the invoice concerned -> then click on invoice adjustment-> Said not Evri delivery dispute). received -> proof : Choose with reshipment or without reshipment ( Refund) It can be done with or without reshipment The agent needs to ask for the tracking N° and which items he sent back. If the customer doesn't Use for one or more items have the tracking N° he needs to ask for the exact date of the return. The agent needs to inform This movement is made after 35 days from the date of Refund processing time: When the reshipement should be processed: The client returned some items back for either the customer of the 35 days policy. Mouvements Said returned shipment The customer has 60 days after purchase to return the items 5 - 10 working days after it's exchange or refund It can be done with or without exchange processed in susi UK : after 35 days from the date of shipment Movements ( F5) -> select the invoice concerned -> then click on invoice adjustment-> Said returned -> proof : Choose with reshipment or without reshipment ( Refund) The agent gives the return instructions : The agent needs to inform the customer that order / item can be returned within 60 days after purchase. The customer needs to fill out the return form and place it inside the return package. Then attach the EVRI return label with the barcode, which can be The mouvements of said returned can be processed after 35 days from the Reshipment delivery time: When the customer calls inquiring on how to Return process - found on the reverse side of the address label, to the package. and take the parcel to their nearest dispatch date, However, we inform the customers that it's 30 days from the 5-12 working days after it's return an order / item EVRI parcel shop and Inform them also that the return fees are £2.99 day he sent it back processed on SUSI The clients needs to allow 30 days for Atlas For Men to receive and process the return. After that, Atlas For Men can either exchange the item or issue a refund. The agent needs to check the dispatch date and parcel number and make a commercial discount with or without re-shipment on the non-received item. When a customer calls about a missing item from his parcel, we first confirm The customer has ordered an item but it is not in the parcel, The client claims that he didn't receive an item Missing item that it was not a input error, we trust the customer and process the even though it has been invoiced within is order Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> Missing reshipment Choose the concerned item -> Then click on Confirm ( Refund ) or confirm / reshipment ( reshipment ) The agent must know that if the item received by mistake is over £30, ask the customer to return it. He can keep it if it's less that £30 (I'm underlining the price of the item received by mistake, not the item the customer should have received). The agent should make a discount with or without reshipment on the line of the item he should When a customer calls about a wrong item from his parcel, we first confirm If the customer received an item that he didn't order and it's The client calls to inform that he received the Shipping error have received. that it was not a input error, we trust the customer and process the not on the invoice ( Warehouse's mistake) wrong item ( Warehouse's mistake) reshipment Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> Shipping error Choose the concerned item -> Then click on Confirm ( Refund ) or confirm / reshipment ( reshipment ) The agent should double check the item N° , make a commercial discount with or without re- shipment on the line of the item concerned Do not request return. The client calls to inform that he received a faulty if the price is over £30, we ask the customer to return it and we inform the Faulty Customer has received a faulty item. item customer that they will not be charged the return fees Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> Faulty Choose the concerned item -> Then click on Confirm ( Refund ) or confirm / reshipment ( reshipment ) The agent should double check and make a discount without re-examination -> and enter a new order with spontaneous code 3000. the agent needs to place a new order for the item using trust payment method The customer ordered one item and another was entered, or The client calls to inform that he received the Discounts Input error / since we have processed the discount, the money on his balance will be ordered one size and another was entered (agent's mistake) wrong item (agent's mistake) Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> Input error linked and used to pay for the new order automatically Choose the concerned item -> Then click on Confirm ( Refund ). Then go to Order (F4) : enter promo code 3000, add the refernce code for the item, remove shipping fees, click confirm order The agent shouldn't ask for a return , if the customer wanted a refund he can do it. If it's a description error , it means that the problem is with the item itself, The Customer receives an item but it does not match the catalog Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> description Description error - customer would not want it, ( Example : If the description says cotton but the description. error item is polyster ) That's why we process the refund, Choose the concerned item -> Then click on Confirm ( Refund ) or confirm / reshipment ( reshipment ) The agent should refund the diffrence to the customer. On invoice to be used when an item is invoiced at full price - Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> On Invoice -> type the ammount that should be refunded to the customer, then click confirm The agent needs to confirm with the management before making the discount. If the customer passed away and still has balance on his account , we remove Good will of gesture Used in special cases - Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> Good will of the balance after we escalate the case / Use good will of gesture as discount gesture, type the amount, then click confirm The agent should verify if he is eligible for the free shipping fees and process the discount. To be used when a customer shouldn't be charged for the The client calls to inform that he shouldn't pay the Promo codes can grant free delivery, sometimes even after adding the promo Freight shipping fees £3.99 of shipping fees Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> Freight, then code the free delivery is not granted due to a glitch in SUSI / online, click confirm The agent should verify if he is eligible for the free return fees and process the discount. To be used when a customer shouldn't be charged for the The client calls to inform that he shouldn't pay the When the customer receives a shipping error , input error or an alternative that Freight EXP return fees £2.99 of return fees Movements ( F5) -> select the invoice concerned -> then click on discount -> Proof -> Freight EXP, he didn't like then he can return them free of charge then click confirm. The agent should check the order N° or the item N°. If the order / item is not dispatched or being processed ( less than an hour ) the agent can cancel / change it. If it's already been dispatched the agent won't have access and he needs to inform the client. We cannot modify internet orders, we Exactly, due to the chat being saved we cannot collect card details due to Cancellation / When a customer wants to cancel / modify an item or an can only cancel them by chat. Cancellation The customer calls to cancel or change his order security reasons, if you modify the order, the payment will be cancelled and Modification order should be collected again Go to Customer Details (F2)-> List Of Orders, then click on the concerned order -> click the (x) button -> choose the concerned item -> Go to reason and choose the cancellation reason, for example ( Total cancellation, Out of stock, Partial cancellation...) -> click OK. The agent needs to take the email address and add the password Atlas12345678. Then the agent needs to inform the customer that the password can be changed after. Create a web account A customer asks to create a web account Go to Customer Details (F2)-> click on " Update Web Account ", add the customer's email and the password -> click OK The agent has to change it on Susi, using Atlas12345678 as a password. Then the agent needs to inform the customer that the password can be changed after. The customer can't access his web account, he WEB account WEB account Reset password forgot his password Go to Customer Details (F2)-> click on " Update Web Account ", reset the password "Atlas12345678" -> click OK WEB account WEB account The agent can do it from Susi by clicking on "edit web account" icon and deleting the e-mail address. Delete a web account The client wants to delete his web account No , nothing has to be done, We follow the customer's wishes Go to Customer Details (F2)-> click on " Update Web Account ", add the password "Atlas12345678" -> click Delete The agent needs to inform the customer that he needs to contact the seller by simply going to his Marketplace Marketplace For every request about Marketplace The client s inquiring about Marketplace account and selecting "My Orders" to see his order details and then "Make a Request" to contact the seller directly, via email. and explain to him that Marketplace is a Third party seller When an item is sold out , we dispatch the available item, and we only collect The agent needs to inform that the item is sold out and the payment wasn't collected. If the Item sold out Item sold out A customer calls inquiring about his order the money for the dispatched items,// If the client paid by cheque we refund payment has been collected the agent informs the customer that he will be refunded. him for the sold out item, When an item is pending , we dispatch the available items , and we only collect Order The agent informs the customer that the item is out of stock and informs them on when it will be Pending item Pending item A customer calls inquiring about his order the money for the dispatched items / when the pending item is back in stock restocked. If the client wishes to cancel the agent may do so. then we distapch it and collect the payment for it seperatly, The client is tracking an order sent through the Order not received yet : The agent needs to inform the customer that an order by post can take up Order by post Order by post post office to 3 weeks before it reaches Atlas for Men The agent explains the delivery methods to the customer : 1-The agent begins the call with, "Hello, Atlas for Men, this is [Agent’s Name] speaking. May I have your Customer Number?" Standard Delivery: 2- If the customer is unsure of their Customer Number, the agent will ask for the customer's postcode to locate their account. 3-The agent verifies the customer's details, including First Name, Surname, Full Address, Landline Number, Mobile Number, and Email Address. This option is home delivery, which 4- The agent confirms the reason for the call by asking, "How can I assist you today?" or "Are you calling to place an order with Atlas For Men?" means the parcel will be delivered 5- The agent goes to Orders (F4), requests the promo code from the customer and enters it in the promotion code box, then asks for the item’s reference code and enters it in the directly to the customer's home. RefCo box. The cost for this service is £3.99. 6-The agent verifies the item’s description and price with the customer by reading it back to them. 7- The agent informs the customer about the free gift they will be receiving with their order. Evri Relay: 8- The agent suggests the first add-on product. If the customer is not interested, the agent makes the objection. The agent then proposes a second add-on. How to place an order Order by SUSI The client called to place an order by Phone 9-The agent presents both delivery options ( Standard Delivery : £3.99 and EVRI Relay : £2.99 )to the customer, explaining each method in detail along with their prices. With this delivery option, the 10- The agent confirms the total amount of the order and informs the customer if they received any discounts or free delivery as a result of the promotion code. customer can pick up the parcel 11-The agent processed with the payment : Credit Card Payment or Trust Payment. The agent should ask for the card details first of the client wishes to pay on order now and pay from a designated parcel shop, later than we processed with Trust payment The parcel will remain at the shop * The customer can choose Trust Payment if they have previously ordered from Atlas for Men and if their total amount, combined with their account balance, does not exceed for up to 10 days until the customer £150. The agent selects the Trust Payment method, if applicable, and clicks "Confirm Order" to finalize the purchase. is able to collect it. * The customer can choose Credit Card payment without any requirements. The agent informs the customer that they will secure the line, once it is the agent collects the Card Please note that to use this delivery Number, Expiration Date, and Cryptogram from the customer, enters these details into their respective fields, and then clicks "Confirm Order" method, the customer must provide 12- The agent informs the customer that the order has been processed successfully and will be delivered within 5 to 7 working days after dispatch. both a cellphone number and an email address. The cost is £2.99. The agent requests the promotion code from the customer. If the customer does not have it, the agent shows them where to find it in the catalogue (located on the back of the The customer doesn't have a promotion code catalogue in a yellow box). If the customer still cannot find it, the agent asks them to describe the free gift displayed in the catalogue. If the customer cannot locate either the free gift or the promo code, the agent will add a promotion code from the promotion code sheets. The customer doesn't have the refernce number The agent asks the customer to describe the item, then looks it up using the search bar in Orders (F4) in SUSI, or on the website. The agent confirms it is the correct item by Order for the item reading the description and price back to the customer. For example : The customer reports that an item is listed for £13.99 in the catalogue but is priced at £17.99 on the website. After checking, the agent confirms that the catalogue shows £13.99, while both the website and SUSI list the price as £17.99 due to an update issue. The agent then manually adjusts the price to £13.99 for the customer. Common issues while The agent encounters these cases or issues while placing an placing an order order The customer claims that the item's price is The agent should review the catalogue and website prices. or check using the search bar in Orders (F4) in SUSI, The agent can then explain any differences ( sometimes a specefic If a specific code is required, the cheaper in the catalogue compared to the website promotion code is needed ) and verify if a price adjustment is necessary. agent first asks the customer if they or to what was previously described by the agent If the agent is unable to find the item with the price the customer mentioned, they should manually adjust the price based on the customer's information, trusting their word. have a promotion code. If the customer does not have one, the agent then inquires whether they see any mention of a free gift in the catalogue, as this can help identify the necessary promotion code. If the customer is unable to find either a promotion code or a free gift, the agent asks for the name of the catalogue, which can help determine the promotion code associated with it. The customer provides their credit card details but The agent should inform the customer of the issue and double-check the credit card details with them. If the transaction continues to be declined, the agent should suggest that the the transaction is declined, customer check with their bank or try a different credit card or payment method. The customer is claimingthat they haven't received their refund, despite it being processed on SUSI. The customer received an order they didn't place, and the order was placed on the wrong account. When the customer requests that their account be completely removed from AFM's database. The customer passed away with an unpaid balance on his account The customer claims that they didn't place an order, and the payment was made by cheque. Some cases that need to be escalated The customer is claiming that they didn't receive their original order, and although a reshipment was processed, it still hasn't arrived. We need to escalate this to determine if a second reshipment can be processed. The customer claims that we withdrew money from their bank account, but there's no record of it on SUSI. The customer is requesting information about Marketplace as they are unable to reach them. They claim to have submitted a request on the website and sent an email, but the email won’t open. (AFM has access to verify whether the customer actually opened a request on the website.) Processing time of the It depends on AFM response and what she will request. escalations  Answers It depends on each agent but for example " Okay Sir I'll secure the line for the payment" OR " The line is secured can you provide me with your card details " AFM already advised us that the agents can automatically ask for the card details , Then if the customer says he'll order now and pay later than we proceed with Trust payment AFM UK : We refund the return fees if the customer returned an item that was sent to him by mistake or a faulty item AFM Canada : They ask for proof first if the item is faulty or sent to him by mistake The diffrence is that UK the return fees are £2.99 if it was sent by Evri, However if it was sent by Post we need to escalate it. As for Canada the customers pay the return fees in Canada post depending on the weight of the items, So It's not fixed. and we need to escalate it to get the refund. The agent should ask about the date of the return or the tracking N°, In SUSI the agent should check if it has been more than 35 days since the dispatch date. The agent can do it from his end in SUSI. No need to escalate it if the customer is eligible for free delivery. Enchantement client: NA: When the agent answers are brief and concise without offering unrelated details to the customer's request Maitrisé: When the agent gives extra details that are unrelated to the customer's demand, Sometimes the promotion codes provided by the customers doesn't show add ons due to a glitch in SUSI ( Each group of add ons is releated to a diffrent promotion code) Some customers call while being angry and don't want to confirm any details when the agent asks. (Identification ) They just want the agent to listen to their request and resolve the issue quickly. NB: Some customers insist that they don't want any add-ons and becomes very angry if the agent tries to offer them. They even threaten to hang up if add-ons are mentioned. Sometimes the agent cannot secure the line due to a glitch in Goagent. So they tell the customer that the line is secured and proceed with the payment process