Slack Updates
What is the new age range for our Kids Oodies in the UK and why?
( 7-13 years old )
We have decided to make this change to best suit the size and design of our Kid's range. We are redefining our child's age range which we are looking first into our UK market.
A customer would like to exchange an Adult Harry Potter Oodie ($89) for a Kids Moose Oodie ($69). How much would be invoiced?
No invoice - refund $20
If the problem looks to have been created during manufacturing and is specific to this particular item, i.e a hole in the seam or a loose thread, then this would be distinguished as a FAULT.
QUALITY problems are generally a more widespread issue which has affected multiple products from the same batch. These issues usually originate during production i.e. thickness problems or an upside down print.
What are the 4 points on the check list of a possible WIMO?
The number of items in the order
Was there a fulfilment delay?
Has there been an initial scan?
Should you lodge an enquiry?
Our New Beach Collection was launched in which countries.
AU and NZ
What is the discount reason for Returns and Exchanges?
RETURNED / EXCHANGE
What does the macro "FAULT - Keep (2nd Email) - EXTREME " offer the customer?
This macro offers the customer a resolution to their problem. It offers the customer a
replacement Oodie of their choice and an opportunity to keep their damaged Oodie as well as an
apology on our behalf.
What is the timeframe before lodging an
investigation with Australia Post for a
WIMO enquiry?
We say 20 days on our website, so I would be waiting for that. Alternatively, you can go by the shipping timeframe in the order.
Can we remove the shipping cost when invoicing a customer below $50?
Yes
Are we able to amend orders placed under the BOGOF promotion, given that the order has not been sent out and the item that they would like to change to is
part of the promotion?
If the order has not been sent out and the items that the customer wants are included in the promotion, yes this is okay to do.
What are three important things to consider while deciding which solution to provide your customer with?
Severity of the fault.
Time passed since the order was placed.
Sincerity of the customer.
What does the macro "DELIVERY- RTS Incorrect Address" detail and when do we use this?
If the customer was not at home when the item was delivered or the wrong address was typed at the time of purchase. Therefore, the order had to be sent back to us.
The macro states that the order has been returned to the sender (fulfillment centers) as the shipping address was wrong and the courier could not locate the destination for delivery. Also, ask the customer if they could confirm their address for the order to be sent again.
What colors of our Oodie Weighted Blankets were just launched on our Germany Website?
Weighted Blankets - Blue, Grey, Dark Charcoal, Barbie™
How would you recreate an AU Return Label?
1. Agent to find the RA line in the RA sheet.
2. Agent to re-create a label in Parcel Send and add the original RA number as you would normally.
3. The agent downloads and attaches the new return label with the original RA number on it and sends it to the customer.
4. Customer receives label and returns the item.
FAULT - Weighted/Huge Blanket With Photo / Need Tracking (1st Email)
No, we need to confirm that the parcel has been lost in transit before we can send out a replacement. If you have not received any response/update for over 5 days, please flag with me to follow up with B360. Unfortunately, for AU enquiries, it is just a case of waiting to hear back from Australia Post.
What are the CS Actions for our new Ticketing Fields?
Are we able to amend the card details when a customer's card has expired in terms of refunding?
No, the account should still be the same, so the refund will appear in the same account that it was paid with.
Name the three macros included in a Thickness Investigation - Quality.
QUALITY - Thickness Investigation (1st Email)
QUALITY - Thickness Investigation Not Eligible (2nd Email)
QUALITY - Thickness Investigation Eligible (2nd Email)
Is the 72-hour processing timeframe applicable to express shipping orders and when does the express shipping timeframe apply?
The express shipping timeframe starts once the parcel has been dispatched from the 3PL. There will still be a regular 72-hour processing timeframe in place. If the order has not been sent within 72 hours, we can refund this shipping cost.