Tettra Article Copy - CS Team Workflows.docx

**Address Modification** ======================== *As of May 2024* Image Having accurate addresses means not only savings in postage costs but also in stationery and printing costs. Also, costs in staff time in opening the returned mail and redirecting it to the area of the business responsible a...

**Address Modification** ======================== *As of May 2024* Image Having accurate addresses means not only savings in postage costs but also in stationery and printing costs. Also, costs in staff time in opening the returned mail and redirecting it to the area of the business responsible are saved. Then the costs of the originating team having to search for the correct address, print the material with the correct details and then post it again are another saving. The mail piece may have been a birthday card or recognizing some other special event. This becomes an opportunity to build a relationship with valuable customers. **How to Handle a Wrong Shipping Address BEFORE the Package Has Shipped** ### There can be several reasons why the shipping address on file is incorrect. It can be because the customer has placed their shipping address incorrectly during the checkout process on our website or it can be that they have moved to a new address before we could ship the package or order. 1. 2. 3. **How to Handle a Wrong Shipping Address AFTER the Package Has Shipped** ### Unfortunately, once the package has been shipped it is more difficult to change the address. As long as we have shipped to the address provided to us, we\'re good. I'll be honest, once the package is out of your hands -- it is not your problem. ***However***, awesome customer service will try to help the buyer locate their package. Here are the steps to follow when this happens: 1. 2. 3. 4. 5. 6. 7. ### **Process Map** **Note**: You can adjust the zoom percentage to zoom in more in the picture.  **Important Reminders** - - - - - - **Bank / Card Declined Transactions** ===================================== Image **Why are cards declining?** ---------------------------- Cards may be declined for a number of reasons: the card has expired; you\'re over your credit limit; the card issuer sees suspicious activity that could be a sign of fraud; or a hotel, rental car company, or other business placed a block (or hold) on your card for its estimated total of your bill. **Where to check declines?** ---------------------------- When a customer contacts us about their payment not going through, you can ask them for a screenshot of the error on their end and then check the error on our backend view via Checkout Champ. You will see this by viewing the customer\'s profile in Checkout Champ under the **Transactions Tab** in the bottom section of their profile page. *Please see the photo sample below*  **Declined Reason Code** ------------------------ If your debit card is declined, it should provide an error code associated with the decline. The following table indicates the reason for the decline based on the error message. Image  Image  **Buyer\'s Remorse** ==================== *As of September 21, 2023* Image ### **What is Buyer's Remorse?** **Buyer's remorse** is the feeling of regret after a purchase. This leads to a buyer wanting to request a refund or return a purchase or both immediately. We should aim to prevent buyer's remorse from happening. And we can do this by providing quality products and exceptional service. However, sometimes businesses can't match customer expectations, leading to buyer's remorse. The challenge for us is to keep communication lines open to prevent this from happening and encourage customers to get over the "remorse" and purchase again from us. **NOTE**: If the customer mentioned that the product was **defective**, please follow the [Damaged Upon Receipt](https://app.tettra.co/teams/raicom/pages/damaged-upon-receipt) workflow. ### ### **Process Map**  **Note**: You can adjust the zoom percentage to zoom in more in the picture **Important Note** - - - - - **Damaged Product (Upon Receipt or Days of Use)** ================================================= *As of September 21, 2023* Image One of the key facets of our responsibility in ensuring customer satisfaction is addressing concerns related to damaged products. Whether these issues arise due to shipping mishaps, manufacturing defects, or wear and tear during regular use, amazing customer service can make all the difference. A damaged product can disrupt a customer\'s experience, erode trust, and tarnish a company\'s reputation. So we need to be prepared in addressing this concern may it be upon receipt or during their use over time. **While you cannot control whether a shipper handles a package properly or a customer uses the product, you can control how you respond to an incident.** ### ### **How Customer Service Affects Customer Experience** ### If the product is damaged during shipping and you fail to address the situation proactively with your customer, the results can be detrimental. However, even an unfortunate situation like the receipt of a damaged product can produce a positive outcome if you respond by putting yourself in your customer\'s shoes. People who receive exceptional, attentive customer service are likely to: - - **Dealing with Damaged Items** ### - - - - ### **Process Map** **Note**: You can adjust the zoom percentage to zoom in more in the picture.  - - - - - - - **Delivery Timeframes (International)** ======================================= Image  ------------------------ ------------------------ -------------------------------------------------------  **Country** **Estimated Working Days** Australia 6-10 Working Days  Austria 6-10 Working Days Belgium 6-10 Working Days  Brazil 25-30 Working Days Bulgaria 6-10 Working Days  Canada 8-15 Working Days Chile 10-17 Working Days  Colombia 11-19 Working Days Croatia 6-10 Working Days  Cyprus 6-10 Working Days Czech Republic 6-10 Working Days  Denmark 6-10 Working Days Estonia 6-10 Working Days  Finland 6-10 Working Days France 6-10 Working Days  Germany 6-10 Working Days Greece 8-12 Working Days  Hungary 6-10 Working Days Ireland 6-10 Working Days  Israel 6-10 Working Days Italy 6-10 Working Days  Japan 5-8 Working Days Latvia 6-10 Working Days  Lithuania 6-10 Working Days Luxembourg 6-10 Working Days  Malaysia 5-8 Working Days (For East - Add 1-2 Working Days) Malta 6-10 Working Days  Mexico 8-12 Working Days Netherlands 6-10 Working Days  New Zealand 8-15 Working Days Norway 8-10 Working Days  Philippines 4-8 Working Days (Remote Region Add 1-2 Working Days) Poland 6-10 Working Days  Portugal 6-10 Working Days Romania 6-10 Working Days  Singapore 5-8 Working Days Slovakia 6-10 Working Days  Slovenia 6-10 Working Days South Africa 6-8 Working Days  South Korea 4-6 Working Days Spain 6-10 Working Days  Sweden 6-10 Working Days Switzerland 5-8 Working Days  Thailand 7-9 Working Days (Non BKK/GB Add 1-2 Working Days） Turkey 6-10 Working Days  United Kingdom 6-10 Working Days United States 6-10 Working Days  Vietnam 6-8 Working Days **Dropshipped Orders** ====================== Image Dropshipping offers a lot of benefits for a business and this certainly applies to our store model. This gives us an option to scale our business growth easily, test a variety of products, and most importantly, sell products to customers around the world. It is very important to know our processes about this topic to ensure that we handle each concern accurately. **When do we dropship?** Dropshipped orders are also being processed by our international partners just like how our international orders work. Here are the common reasons why we dropship orders: - - - Our Procurement and Frontend Team is always conducting product research and may add new items for testing at any time. So, it is really important to be mindful of these updates to handle customer\'s concerns appropriately. **How to check if an order has been dropshipped?** It is always important to check the [2023 Master List of Dropshipped US Orders](https://docs.google.com/spreadsheets/d/1Lnkie7CMERKehMOKsFWFkeRWWHe0Yfi-REAVw8fmpPo/edit#gid=780236535) sheet to know if an order has been dropshipped by our international partner. **[Sample Order]**: [JCLUB150423](https://admin.shopify.com/store/arkadiahco/orders/5308078162171) - -  **FAQs** **What should I do if a dropshipped order is still unfulfilled for several days?** - **What if a customer needs to update their shipping address?** - **The customer did not receive the order that had been dropshipped or shipment is taking too long. What should I do?** - **What should be done if the customer receives the item in a damaged condition or if it gets damaged during use?** - **What if a dropshipped order has been returned to the sender?** - - **International Courier Directory** =================================== Image ***[DISCLAIMER:]*** Please note that the following list includes only the countries where we commonly deliver orders. For information on the specific local courier assigned to your shipment, please contact our international partner, the China Team. Please keep in mind that this information is for general reference only. +-----------------------+-----------------------+-----------------------+ | |  | | +=======================+=======================+=======================+ |  | | DPD | | | | | | | | Contact number: | | | | 05-0373-420 | | | | | | | | Official website: | | | | | | | | (Fill in the online | | | | form for assistance) | | | | | | | | Service hours: Monday | | | | to Friday: 7:00-18:00 | +-----------------------+-----------------------+-----------------------+ | | **United States** | Distributor: USPS | | | | | | | | Contact: | | | | 1-800-275-8777 | | | | | | | | Service hours: Monday | | | | to Friday: | | | | 8:00-20:30; Saturday: | | | | 8:00-18:00 | +-----------------------+-----------------------+-----------------------+ |  | | Germany | | | | | | | | Contact: +49 (0) 228 | | | | 902 435-11 | | | | (domestic); +49 (0) | | | | 228 902 435-13 | | | | (international) | | | | | | | | WhatsApp Chat: +49 | | | | (0) 173/54 64 461 or | | | | | | | | | | | | Service hours: Monday | | | | to Friday: | | | | 7:00-20:00, Saturday: | | | | 7:00-16:00 | +-----------------------+-----------------------+-----------------------+ | | | Distributor: Germany | | | | Post | | | | | | | | Contact: 0228 4333118 | | | | | | | | Service hours: | | | | Mon.-Fri.: 8:00 a.m. | | | | - 6:00 p.m Sat.: 8:00 | | | | a.m. - 2:00 p.m | +-----------------------+-----------------------+-----------------------+ |  | | Courier | | | | | | | | Phone Number:+47 | | | | 40064009 | | | | | | | | Website:[https://helt | | | | hjem.no](https://helt | | | | hjem.no/) | +-----------------------+-----------------------+-----------------------+ | | **Belgium** | Distributor: Belgian | | | | Post | | | | | | | | Contact number: | | | | 022785127 / 022075785 | | | | | | | | Service hours: Monday | | | | - Friday 8h00 - 12h30 | | | | & 13h00 - 18h00 | +-----------------------+-----------------------+-----------------------+ |  | | GREECE | | | | | | | | Contact: | | | | (+30)210-4851100; | | | | Fax-210 4812902 | | | | | | | | Email contact: | | | | info\@taxydromiki.gr | | | | | | | | Service hours: Monday | | | | to Friday 9:00 - | | | | 17:00 | +-----------------------+-----------------------+-----------------------+ | | | Distributor: DPD GR | | | | | | | | Phone 1: | | | | +302310232380 | | | | | | | | Phone 2: | | | | +302107777279 | | | | | | | | Phone 3: +36 1 501 | | | | 6200 | | | | | | | | Service hours: Mon. - | | | | Fri. 9 to 17 hrs | +-----------------------+-----------------------+-----------------------+ |  | | | | | | Tel: 13 7678 | | | | | | | | Service time: Monday | | | | to Friday: 8:00-17:00 | +-----------------------+-----------------------+-----------------------+ | | **Italy** | Distributor: Italian | | | | Post | | | | | | | | Phone 1: 39 803 160 | | | | | | | | Sailpost: 800 933 311 | +-----------------------+-----------------------+-----------------------+ |  | | Mail | | | | | | | | Contact: 03456000606 | | | | /08457950950 | | | | /03457740740 | | | | | | | | EVRI: 0330 808 5456. | | | | | | | | Service hours: Monday | | | | to Friday 8:00 - | | | | 18:00, Saturday 8:00 | | | | - 13:00 | +-----------------------+-----------------------+-----------------------+ | | **Poland** | Distributor: Poczta | | | | Polska | | | | | | | | Contact: +48 438 420 | | | | 600/ 801 333 444 | | | | | | | | Contact email: | | | | kontakt\@poczta-polsk | | | | a.pl | | | | | | | | Service hours: Monday | | | | to Friday 8:00 - | | | | 20:00 | +-----------------------+-----------------------+-----------------------+ |  | | Post | | | | | | | | Contact: | | | | 1-866-607-6301/1-800- | | | | 267-1177 | | | | | | | | Service hours: Monday | | | | to Friday: | | | | 8:00-20:30; Saturday: | | | | 8:00-18:00 | +-----------------------+-----------------------+-----------------------+ | | **Denmark** | Distributor: bring | | | | | | | | Contact: 70286070 | | | | | | | | Service hours: 08 | | | | a.m. - 05 p.m. | +-----------------------+-----------------------+-----------------------+ |  | **Hungary** | Distributor: DPD GR | | | | | | | | Phone 1: | | | | +302310232380 | | | | | | | | Phone 2: | | | | +302107777279 | | | | | | | | Phone 3: +36 1 501 | | | | 6200 | | | | | | | | Service hours: Mon. - | | | | Fri. 9 to 17 hrs | +-----------------------+-----------------------+-----------------------+ | | **France** | Distributor: France | | | | Post | | | | | | | | Contact: +333631, | | | | international | | | | 0810821821 | +-----------------------+-----------------------+-----------------------+ |  | | | | | | Contact: +31 88 374 | | | | 69 00 | | | | | | | | Phone 2: 0771--345 | | | | 345 | | | | | | | | Service hours: | | | | Monday-Friday | | | | 08.00-18.00 | +-----------------------+-----------------------+-----------------------+ | | | Distributor: Post | | | | Nord | | | | | | | | Contact: +46 771 33 | | | | 33 10 | | | | | | | | Service hours: | | | | Mon--Fri 8.00 a.m. -- | | | | 5.00 p.m | +-----------------------+-----------------------+-----------------------+ |  | | Spain | | | | | | | | Contact：+34 | | | | 902197197 | +-----------------------+-----------------------+-----------------------+ | | | Distributor: Spain | | | | CTT | | | | | | | | Contact: 916 602 200 | | | | | | | | Official website: | | | | [[https://www.cttexpr | | | | ess.com/home/seguimie | | | | nto-de-envios/]{.unde | | | | rline}](https://www.c | | | | ttexpress.com/home/se | | | | guimiento-de-envios/) | +-----------------------+-----------------------+-----------------------+ |  | | Post | | | | | | | | Contact: +41 848 888 | | | | 888 | +-----------------------+-----------------------+-----------------------+ | | **Netherlands** | Distributor: Dutch | | | | Local Post | | | | | | | | Contact: 0900 0990: | | | | 31 88-22 55 555, 31 | | | | 88-22 55 629 | | | | | | | | Customs: (+31 20) 587 | | | | 3412/( 31 88) 8688225 | +-----------------------+-----------------------+-----------------------+ **International Orders** ======================== *As of January 2024*  ### **How Long Does International Shipping Take / When Can I expect my order?** Most packages take between 1 to 3 weeks to arrive. However, international shipping depends on the country\'s destination. Please check [delivery timeframes](https://app.tettra.co/teams/raicom/pages/delivery-timeframes-international). ### **Where do you ship from?** We operate out of Pennsylvania on the East Coast of the United States, but we primarily ship from fulfillment centers around the globe. Currently, our orders ship from fulfillment centers in the United States, Europe, and Asia depending on what is nearest to you and product availability. If the item they\'ve purchased is out of inventory in their nearest location, we\'ll send it directly from our production lines adhering to the same delivery times. **NOTE**: For Shipping and Handling ( **internal information** ) Our packages aren\'t sent by china post. The YT tracking numbers are with Yunexpress (a special line with 7-12 day shipping to most countries, including the UK) and the SYRM tracking number is for the lighter and it\'s only because any flammable materials can\'t be sent via Yunexpress quick shipping. That is the only product that has a special restriction like that. The cost of shipping that the customer pays doesn\'t represent the cost of the actual shipping. Sometimes we offer free shipping, and that doesn\'t mean that shipping is free. Similarly, sometimes we charge more for shipping than the actual amount that the carrier charges. It depends on what the exact sale is. Upon checking out, the customer agreed to the shipping amount, so that is what the shipping costs for him. We do however need to get him his missing products right away. And if, as a result of the delayed delivery, there requires there be a partial refund of some kind, that is ok. But the customer should know that there is no relationship between the amount a customer pays for shipping and the amount the shipping costs. Otherwise, free shipping offers would be impossible, and there are many companies doing that. ### **Returned to Sender** Please check the [**IOI Sheet**](https://docs.google.com/spreadsheets/d/1aTXur0Ht35Ez5nQQmWGP-j6PIJ2Hr91epzZwjaS-nLU/edit#gid=940864666) for any logged entries and check for any updates before responding to the customer. Ask the customer for the accurate and verified shipping address. Kindly submit a refund request to the China Team specifically for the RTS (Return to Sender) orders and process reshipment ( new order ) in Shopify. ### **Damaged Orders** Please ask the customer for proof and follow the [[Damaged Upon Receipt]](https://app.tettra.co/teams/raicom/pages/damaged-upon-receipt) workflow. Make sure to upload or include the photo or video proof when logging an IOI entry to reduce back and forth with China Team and for quicker resolution. ### **Missing Items ( Received but some items are missing)** Please ask for the package label photo and the pictures of what they have received and log the entry in [**IOI Sheet**](https://docs.google.com/spreadsheets/d/1aTXur0Ht35Ez5nQQmWGP-j6PIJ2Hr91epzZwjaS-nLU/edit#gid=940864666) if it has NOT been logged yet. If there is an entry for the issue, kindly check for updates and respond to the customer accordingly. We must avoid sending duplicate orders to our customers and guarantee the possibility of a refund from the China Team, if applicable. ### **International Tracking Website** ### **Refund** Please follow [refunds](https://app.tettra.co/teams/raicom/pages/refunds) workflow. ### ### **FAQ** **Unpaid in GSP** Please reach out to **Lyn** in the \#raicom-backend channel for more information about the order and respond to the customer accordingly. **Successful Delivery - No package / Item Not Received** Please check the [IOI Sheet](https://docs.google.com/spreadsheets/d/1aTXur0Ht35Ez5nQQmWGP-j6PIJ2Hr91epzZwjaS-nLU/edit#gid=940864666) for any logged entries and check for any updates, then respond to the customer accordingly. If there are no entries, log the order in question. **No tracking movement** Most international packages take 1-3 weeks to arrive. However, you can check the delivery timeframe for their country to be sure. Check [IOI Sheet](https://docs.google.com/spreadsheets/d/1aTXur0Ht35Ez5nQQmWGP-j6PIJ2Hr91epzZwjaS-nLU/edit#gid=940864666) for any logged entries. If there is none, kindly log an entry and respond to the customer. **Unfulfilled Orders** To ensure that the concerns about unfulfilled orders are handled accordingly and avoid cluttered responses, these concerns should now be logged in IOI Sheet under [Pending Order for Follow Up](https://docs.google.com/spreadsheets/d/1aTXur0Ht35Ez5nQQmWGP-j6PIJ2Hr91epzZwjaS-nLU/edit#gid=1551342701) tab. If the order has not been fulfilled after 5 days from the purchase date, process a new entry so it can be checked by China Team. **Address Change** As we do not have direct access to GSP, all address change/update requests should be logged in IOI under [Shipping Address Update](https://docs.google.com/spreadsheets/d/1aTXur0Ht35Ez5nQQmWGP-j6PIJ2Hr91epzZwjaS-nLU/edit#gid=1879723628) tab. Always make sure that the order is an international order or for dropshipping to avoid further delays in the shipment. ### ### ### ### **IOI Sheet Statuses** ### *Please refer to the table description below* ### Image ###  Image **IOI Entry Filing** - - *Note: These templates can be edited depending on what applies to our customer's concerns.* **Merge Tickets** ================= *As of September 21, 2023*  **Why is Merging a ticket important?** -------------------------------------- Merging tickets means combining two or more tickets into one. Ticket merging is most commonly used when you receive two help desk support requests from the same end user about the same issue or sometimes about a different concern. In many cases, duplicate tickets are merged **to** **prevent confusion** and **ensure agent efficiency**. Ticket merging **helps to offer quick customer responses without individually logging into different channels to respond to the same ticket**. With that, ticket merging also allows customer support tickets to be prioritized and responded to accordingly much faster. **Step-by-Step Instructions** ----------------------------- **Step 1**. When you open a ticket, check the customer information at the top right side of the ticket and see if there are **Other Conversations.** If you see one or more, it means that the customer reached out to us multiple times via a different support channel (SMS) or used a new email address to contact us. Sometimes, they just created a new email inquiry and did not respond to the same email thread they had previously. *Please see the sample image below* Image **Step 2**: Check the other tickets if you can merge them because **you cannot merge an SMS ticket to an email ticket**. You will see all the tickets coming from the same customer or the conversation history by clicking their name indicated in the yellow box. *Please see the sample image below*  After clicking the customer\'s name, you will be routed to the customer\'s **Conversation History.** *Please see the sample image below* Here, you will also see if there are other tickets that are currently open or resolved. You will also see if those tickets are being viewed by other agents. Image In the image below, you will see an indication of whether a ticket is an **SMS inquiry** or an **Email inquiry.**  If you see tickets that are already resolved, you still have to merge them with the most recent ticket. The new ticket is where you will be answering and you have to make sure that you covered all concerns. Image **Step 3**: Tick all the boxes applicable and select the **Merge button** to combine the tickets. If the Merge button does not show up, you can click on the **More** **button** and see if the Merge button appears, if not, it means that you have included an SMS ticket or a ticket that has not been moved to the same store name in the ticked boxes which is why it won\'t allow you to merge.  **Moving Tickets** ------------------ We have different stores which are why there are tickets coming from a particular store or tickets from an old store we no longer use. Please check the table below to see if a ticket is from the same brand or store. Image  **MOVING A TICKET GUIDE** 1. 2. Image 3\. Once you have moved the ticket, you can now merge tickets by following the steps above in merging tickets. **FAQ** -------  **What if I mistakenly merged two different email tickets?** (*two different customer email addresses*) You **cannot** undo the merging. As much as possible, let us avoid this mistake. However, to rectify the situation, you would need to create a new email ticket and respond to two different customers and place a note in the original ticket with the link to the new emails you sent. *Sample ticket* *[here](https://arkadiahco.reamaze.com/admin/conversations/unable-to-receive-package).* **Important Reminders**: - - - e.g., If you\'re going to answer the customer via Email, then place a note in the SMS ticket linking the Email ticket you have answered, then submit it as Resolved and vice versa. **Order Cancellation** ====================== *As of September 21, 2023* Image ### **Why do customers cancel?** Customers cancel their orders for a number of reasons. The root source of order cancellation is customer dissatisfaction, as the number one reason customers cancel an order is due to changing their minds. Customers can change their minds for a number of reasons and due to various situations. The key is to discover the causes of unhappiness among customers when interacting with your business, whether it stems from the products/services themselves, communication issues with your customer service team, or a lack of catering to other consumer preferences. To avoid order cancellation, you ought to fully understand the contexts and causes of it. There can be several reasons why a customer wants to cancel their order. - - - - - - - As customer service representatives, we are responsible for preventing them to cancel their order and process their order cancellation request if they still insist. **Order Cancellation Process** ###  **Note**: You can adjust the zoom percentage to zoom in more in the picture. **NOTE**: Mystery Box and other upsell removal should only be done in Checkout Champ. Once you process the refund for these items, they will be removed from the order automatically. You cannot modify an order in Shopify. **Important Reminders:** - - - - **Postage Due** =============== **INTERNAL INFO:** We ship most of our packages via flats via USPS First Class Mail Envelope which normally costs \$1 and some cents. However, USPS has a requirement that the **package's thickness should stay a quarter of an inch in order for it to be considered a flat.** In uncontrollable cases, some of our products move and flip inside while in transit that causes the thickness to change once it's already in the customer's local post office. Therefore, their post office charges "postage due" to the customer to ask for additional fee as the package can no longer be considered a "flat". In these cases, we can refund the amount that was charged to the customer as long as they were able to provide the receipt that shows the amount they paid. **Product Not Received** ======================== *As of May 2024*  Addressing concerns about items not being received is a critical aspect of customer service. In the complex world of logistics and shipping, occasional mishaps and errors can occur, resulting in items going astray or not reaching their intended destinations. These situations can be immensely frustrating for customers who have eagerly awaited their purchases or relied on timely deliveries for various reasons. Our role in managing these issues cannot be overstated. Our ability to promptly investigate and resolve such cases not only rectifies the immediate problem but also communicates our commitment to customer satisfaction. It also reassures our customers that their concerns are taken seriously, and their trust in our store is well-placed. There may be many reasons why a product is not received by the customer. It can be lost in transit, returned to the sender, or it can even show successfully delivered but the customer did not really receive their package. At times, they\'re simply left unfulfilled. By addressing these challenges effectively, we don\'t only save potentially strained customer relationships but also gain store reputation and customer loyalty. ### **Process Map - Lost in Transit or Shipping Taking Too Long** ### **Note**: You can adjust the zoom percentage to zoom in more in the picture.  ### **Process Map - TN shows Successful Delivery but No Package Received** **Note**: You can click the map to zoom in or open it in a new window tab to zoom in more. ### ### **Process Map - Returned to Sender** **Note**: You can adjust the zoom percentage to zoom in more in the picture.  ### **FAQs** Missing mail search says \"***This tracking number is not eligible for an inquiry, but is eligible for a postage refund**.*\" Offer to process a replacement. Follow the process map above if the customer does not agree to a replacement. Where do I file a missing mail search? You need to go to - and fill out the form. What if it\'s an International Order? Check the [IOI Sheet](https://docs.google.com/spreadsheets/d/1aTXur0Ht35Ez5nQQmWGP-j6PIJ2Hr91epzZwjaS-nLU/edit#gid=940864666) if there is an existing entry, if not then log the entry so our international team can check the status and whereabouts of the package. Important Reminders - - - **Reamaze Tag Lists** ===================== *Updated as of May 02, 2023* Image Ticket tagging is the process of adding tags to tickets, so **it becomes easier to find the messages on a certain topic, learn the contact reasons, prioritize the issues to address, get things fixed, and ultimately, improve your customer experience**, so the gates of Heaven stay open to our business. Please follow the proper tags below. **Main/sub Issue** ------------------ ### **\[Presale\] General complaint or ordering issue**  **\[Post-sale, pre-shipment\] Order Cancellation Request** Image ### ### **\[Post-sale/pre-shipment\] Address Not Found/Invalid Address**  ### **\[Post-sale\] General Complaint / VIP Portal** Image ### **\[Post-shipment, pre-delivery\] Shipping error**  **\[Post-delivery\] Fulfillment Error** Image **\[Post-delivery\] Product quality/manufacturing defect**  ### **\[Post-delivery\] Buyers remorse** Image ### **Membership adjustment/cancelation/refund**  **Resolutions** --------------- ### **Nothing needed** Image **New order**  **Refund** Image **Membership adjustment**  Image ### ### **Address Update**  Important Note - - - Image **Refunds** =========== *As of September 21, 2023*  ### **Why do refunds matter?** ### In a fast-paced and ever-changing world, there's a growing need for convenience. Nowadays, people spend money at the click of a button. But that click does more than pay for their shopping -- it marks the beginning of their engagement with us. It's so easy for people to shop online -- spending money has never been more immediate and customers expect this also goes to refund processes. Even in this day and age, refunds can be a sore point. This page should give you knowledge about refunds, how we process them, and if refunds are even necessary. ### **FAQ** **What are the instances we process a refund?** - - - - - - **Can I get my refund back on another payment method?** A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, ***never advise the customer to contact their bank*.** Escalate the ticket to Sir James so we can process the refund through other channels. **When will I expect my refund?** Refunds generally take **5-10 business days** to process. **What if I don\'t see my refund within 5-10 business days?** **NEVER** ever encourage customers to contact their bank in this case. This will result in chargebacks. You can ask the customer if it\'s okay with them to provide us proof that our refund did not push through. They can provide a screenshot of their account statement with the dates from the day the refund was processed on our end up until the current date. They are free to cover all other sensitive information except for the dates and the last four digits of their card or account. **Refund VS Void** Void transactions are different from refunds as they are used to revert a pending charge that has not been settled yet. An unsettled transaction cannot be refunded because no money has been actually transferred from the customer's debit or credit card company to the merchant. It is not possible to do a partial void. Refunds are issued after a transaction has been settled and the customer has paid for the good or service. The refund action will refund the amount back to the cardholder's bank account. If a refund fails then it will go into a refund queue where the system will try to refund the transaction again automatically once a day for 3 days - if it fails after the 3rd attempt then it will be removed from the refund queue. Image **Full & Partial Refund Process** ### -  2\. Select **Full Refund** or **Partial Refund** for the appropriate product: *Please* s*ee* the *sample photo below* Image **Note**: If you are giving a **partial refund**, you can enter the amount you would like to refund then click the red **Submit Refund** button. *Please see the sample photo below*.  3\. Once you have submitted the refund the status will change to **Refunded**: *Please see the sample photo below*. Image ### ### **Alternative - Void or Refund** -  2\. If refunding, *enter* the amount you would like to refund then click the *red* **Refund** button. *See the sample photo below.* Image  ### ### **Refund Reason Codes** Image **Important Note: REFUND ERROR MESSAGES / FAILED REFUNDS** If you see a refund failed message, there isn't any need to try it so many times or have everyone on the team try it. Trying it this many times will only cause more issues. Failed refunded transactions won't be fixed without intervention from the bank, so there is no need to repeatedly try it over and over again. Assign and escalate the ticket to Sir James and send a message in Slack for proper action. **Risk Mitigation Strategy** ============================  Going forward, we need to implement the following key principles into our customer service strategy and the many customer service templates you use on a daily basis. This is to reduce the risk that is in the marketplace that comes from actors with malicious intent, ie. a competitor trying to learn our business strategy. **PRINCIPLE 1: Service begins once you can 100% confirm they are a customer or 100% affiliated with a customer.** Only mention the brand name (Jewelry Club, etc.) once you are able to determine that the person contacting us is 100% a customer or legitimately acting on behalf of a customer and has placed an order before on Checkout Champ or Shopify. In order to determine that a customer is truly who they say they are, they need to **present to us** the following information. **TABLE A: Information Needed for Customer Identification** +-----------------+-----------------+-----------------+-----------------+ | | |  | | +=================+=================+=================+=================+ |  | least 3 pieces | least 2 pieces | only one piece | | | of information | of information | of information | | | needed** | needed** | needed** | +-----------------+-----------------+-----------------+-----------------+ | | - | - | - | +-----------------+-----------------+-----------------+-----------------+ Up until they've been fully identified, just respond to them with questions that aim to get more information and only mention that you are from customer service without referencing any specific one of our brands. **Good example of a ticket that gathers information first before servicing the customer:** [[https://raicom.reamaze.com/admin/conversations/i-never-signed-up-for-these-payments-and-i-dont-even-know-this-company]](https://raicom.reamaze.com/admin/conversations/i-never-signed-up-for-these-payments-and-i-dont-even-know-this-company) The reason why we are doing this is to prepare for the future where we will be running multiple brands with different names. It would be very confusing to customers to say "Hi, I'm {{name}} from Jewelry Club" when they purchased from another brand name. You should imagine that there are 10 different brands connected to Reamaze. Service for a particular brand only begins once we've identified who the customer exactly is, according to the necessary information found in **Table A.** **PRINCIPLE 2: Our store operates on a VIP only basis.** To address this, we are only allowed to send links, product information, and pricing exclusively to customers who have been fully identified as per the information requirements in **Table A.** They must be confirmed to have been past customers or current VIPs based on the information supplied. If someone has not been fully identified as a customer, we cannot send links or any other information about our store since we operate on a VIP-only basis. Website visitors who are non-purchasers, those who haven't completed any purchase yet, must wait for our next marketing campaign instead of asking customer service for more information. If a customer is having issues finding a product, tell them that our products are sold on a limited basis and that they should wait until our next marketing campaign for the latest products they're interested in. We are constantly updating our offers and products to best serve our customers. **PRINCIPLE 3: Avoid sharing too much information or having too many back and forths with customers that ask many probing questions.** It is a common competitor research strategy used by other companies to contact their customer service and start probing in order to determine exactly how the business works. They will generally ask for things like: - - - - - - Competitors are ruthless and will often try to get information out of agents in order to find weaknesses and vulnerabilities for the company. It's important to not reveal sensitive information that goes beyond the scope of serving a customer with their order. **SMS and Email Notification Lists** ====================================  In order to provide our customers with a smooth shopping experience, we send regular notifications via SMS and email. These notifications keep them informed about their order fulfillment status and guide them through the process of becoming a VIP member. Our aim is to provide assurance to our customers throughout their journey with us. This initiative ensures transparency with charges and memberships, providing an extra layer of defense against potential disputes from customers. It is crucial to have a clear understanding of the messages we send to customers, the timing of notifications, and our notification handling process. **SMS Notification Channels** ----------------------------- ***Order confirm (302) 596-8640*** - - Image ***Ship confirm (361) 349-3671*** - - -  ***Checkin SMS (928) 492-0954*** - - Image ***Cycle \[Number\] Prebill*** - - - *Cycle 3 prebill (855) 956-2450*  *Cycle 4 prebill (855) 457-0093* Image *Cycle 6 prebill (855) 243-6645*  ***Cycle \[Number\] Success*** - - - *Cycle 2 Success (855) 614-1869* Image *Cycle 3 success (855) 750-1404*  *Cycle 4 success - new (484) 388-5708* Image *Cycle 5 success (855) 971-9284*  *Cycle 6 success (855) 542-0662* Image ***Cancel/Refund (484) 623-5831*** - *VIP Membership cancelation*  *Refund SMS confirmation* Image ***Other Bank Descriptor SMS channels*** - - - **Important note:** Our responses will always depends on the customers initial replies after receiving any of this notifications but it is suggested to have an available template that is related and will acknowledge their reply that is in relation to the notification\'s specific messages. If the customer responded with \"STOP\", we can close the ticket immediately but make sure to leave a note to avoid possible glitch if the customer decided to reach out again in the future. If the customer is frustrated or have expressed that they do not want to receive SMS notifications from our store, we can remove their phone number in Checkout Champ but do not forget to leave a note on customer\'s account with the removed phone number for future references. **EMAIL NOTIFICATIONS** ======================= You can access the collection of our Email Notifications via this [Google Drive Link](https://drive.google.com/drive/folders/1Jr-7aPXmtaci4W-DdLJYzmw5tMa_Eky1). Similar to our SMS notifications, our responses will still depends on the initial email reply that we will receive from our customers. Common emails that will require further actions from us is with the subject: \"Surprise \[Customer\'s name\]! I got you a FREE welcome gift...\" \"FREE Offer: Share Your Review and Get a Gift from us!\" \"\[Customer\'s name\], I Prepared a FREE Gift for You ❤️\" If the customer replied with the required keyword, we will process a new order for their free items. **TJC Membership** ================== *Updated as of January 2024*  **Membership FAQ** ================== - - - - *As of January 2024* Moving forward, we should provide only one retention offer to the customer when they are requesting for their membership cancellation. Upon providing the retention, make sure to highlight and sell the value of their membership subscription. Make them know of all the benefits and perks that they can get as a VIP Member. If the customer still insists on canceling their account, we can route them to cancel their membership via the [VIP Portal](https://vip.thejewelryclub.co/vip/home). If the customer replies by saying that they are having issues with canceling the account or are still asking to cancel their membership, process the cancelation on our end immediately. We can now route the customers to process the cancelation of their VIP Accounts through our VIP Portal, regardless if they have membership charges in Authorize status. **Membership DO\'s & DON\'Ts** ============================== Image **Membership at a Glance** ========================== +-----------------------------------+-----------------------------------+ | |  | +===================================+===================================+ | | The photo below is what you see | | | if you go to a customer\'s | | | profile in Checkout Champ. You | | | will see this panel in the middle | | | of their account page. | | | | | |  | | | | | | The photo below is what will show | | | up after clicking any link that | | | says \"The Jewelry Club Exclusive | | | VIP\" anywhere in their Checkout | | | Champ profile. | | | | | | Image | | | | | | **Note**: Order Id is different | | | from Member Id | | | | | | **Member Id** - membership | | | identification number | | | | | | **Order Id** - purchase order | | | number ( this is one of many | | | pieces of information we use to | | | search for orders in Checkout | | | Champ other than their name, | | | email address, etc. | | | | | |  | +-----------------------------------+-----------------------------------+ **Membership Cancellation** =========================== Image ### **Immediate Membership Cancellation** Immediate Cancellation cancels the customer\'s subscription right away.  -- ------------------------------  ### **Scheduled Membership Cancellation** There are times when we can offer a scheduled cancellation, this allows the customer to think about staying as a member rather than canceling right away or immediately. ------------------------ -------  Image ------------------------ ------- ### **Canceling Subscription - \"Complete\" Status** *Please watch the video tutorial below*.  **Membership Refund** ===================== +-----------------------------------+-----------------------------------+ |  | Image | | | | | |  | | | | | | Do NOT use the \"full refund of | | | last billing\" checkbox. It can | | | result in double refunds and | | | other errors. | | | | | | Image | +-----------------------------------+-----------------------------------+  **Transaction Types and Authorized Holds** Image  Image **Important Reminder**: - - **Retention Offers** ==================== You may come across some tickets involving a discounted membership, sometimes it's discounted all the way down to just \$7 or \$10. In cases like this where the customer is begging for a refund and you are attempting to retain the revenue, please only offer 1 free gift. If the transaction is only a few dollars, we can't afford to give away 3 free gifts like we normally do when the transaction is \$29.95. Use your best judgment on the situation, but a general rule of thumb for these kinds of retention offers is 1 free gift is possible for every \$10 membership charge. **\$10 = 1 gift** **\$20 = 2 gift** **\$30 = 3 gift** **Multiple months begging for refunds = 3+** **Duplicate Memberships** ========================= +-----------------------------------+-----------------------------------+ |  | If you encounter a customer | | | complaining about a membership | | | charge even if their membership | | | has already been canceled in the | | | past, try checking if their name | | | is linked to other memberships. | | | | | | There are times when customers | | | place multiple orders using | | | different email addresses and | | | there is no way for Checkout | | | Champ to recognize that these | | | email addresses are from the same | | | customer so it registers both (or | | | all) email addresses to | | | membership even if they're the | | | same person and only using one | | | payment information. | | | | | | Example: | | | [**JCLUB54073**](https://arkadiah | | | co.myshopify.com/admin/orders/498 | | | 2480142587) | | | | | | Customer's name: [**Mallvika | | | Baheti**](https://arkadiahco.mysh | | | opify.com/admin/customers/6422337 | | | 224955) | | | | | | You can search for other tied | | | payments/memberships using the | | | **First Name** and **Last Name** | | | field on Checkout champ as seen | | | in the screenshot below. | | | | | | Image | | | | | | You can check the sample ticket | | | with this issue | | | [here](https://raicom.reamaze.com | | | /admin/conversations/order-number | | | -jclub54073-confirmed). | | | | | | Some customers may even place an | | | order and used a different email | | | address or they had a typo on | | | their email address resulting in | | | a duplicate membership charge. | | | Look for the order in Checkout | | | Champ using the last four digits | | | of their card number. | | | | | | *Please see the sample photo | | | below* | | | | | |  | +-----------------------------------+-----------------------------------+ ### **Process Map** *As of May 2024* **Note**: Different processes are needed if a customer wants to cancel their membership.  **TJC Social Media** ==================== Image Great news! The Jewelry Club now has our official Social Media accounts. This not only helps to increase our store\'s presence but also gives our customers another channel to contact us on. **Our Social Media Links** - **Our Engagement Plan** In order to gain some momentum with the accounts, we want to invite happy customers to either (1) follow our page on Facebook or (2) follow our page on Instagram. This will be done at the end of a ticket resolution if and only if the customer seems happy enough to give us a follow. Please follow this diagram when deciding whether not to invite customers (red), invite customers to one of the Social Media accounts (yellow), or invite customers to a TrustPilot review (green).  **How to ask for followers** If a customer is in the average to very happy range (yellow) but not enough to invite to the TP page (green), please start inviting them to the social media profiles. Here is a template you can use. Please modify it to fit the situation: [[see doc here]](https://docs.google.com/document/d/1rppcXtvqrSq4Oysvj79i_IoHBSraLike1puTEYFIb9w/edit#bookmark=id.s3ebo3u0f0e8). **How to respond to followers on social media** Please know that both of our social media accounts are now connected in Reamaze. All DMs and Comment posts will be accessible from both Facebook and Instagram. When responding to a follower, please be mindful if you are responding to a comment publicly or privately, as it will require different calibrations. If a customer leaves a comment on our post about a concern, simply inform the customer that we will be sending them a DM to help them further. Example: A customer left a comment with \" Where is my package?\" Our response: \"Hey (customer\'s name or username)! I\'m happy to help with your order. Please check your DM, as I just sent you a message.\" If the comment is a general question about the post or a product, you can respond publicly and help future readers understand the issue. To send a DM from a public comment post, click the \"\...\" icon and select \"Private Reply\". *Please see the image below for your reference.* Image **[IMPORTANT NOTE ]** Do not respond to public comments with personal customer information. Any message containing sensitive customer information (name, address, email, phone number, order number, etc.) must be sent on private channels like SMS, email, or DM. **Unverified Addresses** ======================== *As of September 21, 2023*  Having a correct shipping address on file is really important not only for the customers to receive their orders entirely but also for us to reduce lost in transit orders due to unverified, incorrect, and inaccurate shipping addresses. Correcting the customer\'s address will also avoid errors in printing shipping labels due to invalid addresses and cause shipping delays. **Process Workflow** Image **Important to Know** ShipStation uses different icons for address verification. Therefore, a teammate must be familiar with these icons to determine whether or not an address is unverified or not.  **How do you verify the shipping address for US orders?** - Image -  - Image -  *Order details screen* Image -  - Image -  Once the address has been updated in ShipStation, make sure to update the information as well in Shopify and CheckoutChamp for future reference. **How do you update the shipping address for international orders?** International orders are being forwarded to our international partner\'s shipping tool (GoShip Pro), which we do not have direct access. The orders will still appear in ShipStation but will still be cancelled soon by our US warehouse team for proper fulfillment. Sample Order: [JCLUB151680](https://admin.shopify.com/store/arkadiahco/orders/5313633550587) Image It is important to follow these steps on how we can update the shipping addresses for international orders: -  - Image - Please know that this process is also applicable for [Dropshipped Orders](https://app.tettra.co/teams/raicom/pages/dropshipped-orders). **VIP Portal** ============== *As of September 21, 2023*  The Jewelry Club VIP Portal is now LIVE! Offering a VIP portal can differentiate a business from its competitors. It can attract and retain high-value customers who are looking for exclusive treatment and perks. As a customer service representative, having a thorough understanding of the website\'s features and the benefits of VIP Membership is absolutely essential. This knowledge is critical for providing customers with accurate assistance and promoting the exceptional perks that come with their membership. **How to create a Test Account for the VIP Portal?** **Internal Info Only** It is recommended to create a test account to personally explore and test all the features on our site. You can follow the step-by-step process in this file: - *You can also refer to the instruction video from our Dev Team:* **What can be found on the site?** - Image -  *Sample image below* Image -  - *Sample image below* Image - *Sample image below*  - *Sample image below* Image -  **What are our VIP Plans and how do they differ from one another?** Great news! We now offer various VIP Plans that customers can choose from to fit their budget. In order to get the most out of the offers, it\'s important to fully understand all the benefits that come with them. So, it\'s essential to have a clear understanding of our VIP Plans. - Image -  - Image -  - Image -  **What is Membership Pause?** Instead of completely cancelling their account, a VIP Member can place their account on pause instead so they won\'t lose their current VIP Vouchers and Giveaway Entries. They can have an option to place their account on pause for 1-3 months. After their pause period, their VIP Account will be reactivated automatically and will restart their billing cycle. Please note that the VIP Member won\'t receive new VIP Vouchers or Loyalty Entries while your membership is paused. But they can continue using their current VIP Vouchers and Loyalty Entries. **How can I guide a customer to cancel their account using the VIP Portal?** It is important to know the step-by-step process of how we can walk our customers through the cancellation of their VIP Account in the portal. You can provide the steps below: 1\. Log in to your account here: 2\. On the left side of the screen, look for three horizontal lines and click on them. 3\. A menu will appear. Click on \"Profile.\" 4\. On your profile page, find the section called \"Your Subscription\" and click on \"Manage.\" 5\. Scroll down until you see \"Manage Membership\" below. 6\. You\'ll find different membership tiers with their prices and benefits. If you want to change your tier, click \"Change Plan\" on the one you want. 7\. If you want to cancel your membership, scroll down and click \"Pause or Cancel VIP.\" 8\. Fill in your reason and click \"Continue to Next Step.\" 9\. You\'ll see different options: Click which option you want. \"Adjust Membership\" if you want to change your VIP plan. \"Pause Membership\" if you want to temporarily stop your membership. \"Cancel Membership\" if you want to cancel it. And then, click \"Confirm Cancel\" to proceed. **Important** - - **Voicemail Ticket Handling** ============================= Image We have migrated to Twilio as our voicemail carrier and there are some changes on how the voicemail tickets appear on our inbox. It is important to know how to handle these tickets to avoid sending duplicate responses to the customers. Voicemails take time to answer. This is because we need to listen intently to what the customer has to say. You may even need to repeat the voicemail twice to gather important information to resolve the customer's concern. We **DO NOT** automatically resolve them. We **cannot** merge voicemail tickets with normal email tickets. Please follow the guide below: -  2\. Please note that customers now have the option upon making a voicemail call to send an immediate response about their concern via an automated SMS and the Transcription and Recording URL section will show Undefined. The automated SMS will have the **Welcome to VIP Customer Support** as the subject. Image 3\. Do **NOT** leave the voicemail ticket hanging in the Reamaze inbox. You need to resolve the voicemail ticket and place a note with the link to the automated SMS ticket you received for the particular customer. The same goes when you reply to an existing Email or SMS ticket after listening to the voicemail. **What to do if the customer continued sending a voice message and opted not to reply to automated SMS?** In cases like this, the Recording URL will surely be available. Listen and understand the customer\'s message to ensure that we can handle their concern accurately. 1. 2. *Step 1: Copy the phone number*  *Step 2 : Click New Message and select New SMS* Image 3\. This pop-up box will appear in Reamaze and you can then compose a reply to the voicemail you just listened to.  4\. Again, Do **NOT** leave the voicemail ticket hanging in the Reamaze inbox. You need to resolve the voicemail ticket and place a note with the link to the New SMS ticket you created and sent. The same goes when you reply to an existing Email or SMS ticket after listening to the voicemail.