Skips
When is the latest you (a T1 CXer) stop a Friday 3-day delivery?
True or False? Shipping carrier drivers aren't required to follow special delivery instructions in a customer's account.
What is true dat, homie.
What is Bradley A.'s one job?
When would we make the first attempt to charge a customer on a Sunday 2-day line?
What is Tuesday 12am ET.
True or False? If a voicemail can easily be handled with an email, we can email the customer back even if they ask for a call.
What is true.
When is the latest you (a T1 CXer) stop a Tuesday 1-day delivery?
What is Friday 4pm ET.
A customer says, "My box was open when it arrived. Just wanted to let you know." What would the issue type and description be?
What is D- Delivered Damaged to Customer; Box was open.
When you send cancellation instructions to a customer, what does the subject line change to AND why?
What is "Here's how to cancel your Blue Apron account" to indicate that we didn't do it for them. We simply gave them instructions.
If a customer was refunded on December 22nd, 2017, when would they see their refund?
What is January 4th, 2018. Exclude weekends, Christmas, and New Years.
If you have a voicemail and an email, which one would you dup out?
What is the voicemail.
If a customer wants to stop a box on shipped status, please list all steps you'd take in Blue Admin and Zendesk.
*Always make sure to check the charge schedule first to see when our CX cutoff is*
Blue Admin: click on "Actions" then "Refund" the customer to stop the box from arriving.
Zendesk: apply the skip, order status paid macro informing the customer of the refund.
When would you use the "missed commitment" issue type?
What is when it's the day after the customer's scheduled delivery, the box is still in transit, and there's no identifiable cause in the tracking information as to why it wasn't delivered. *Make sure that it's not a known delay*
When would you use the macro: "Cancellations > Last Box > Order Status Shipped"?
When the customer has already cancelled their account, but are inquiring about their last box currently in shipped status.
What does this error code mean in Blue Admin? "Charge ch_83g6hr8 has been charged back; cannot issue refund"
If you've duped out a voicemail to an email ticket, and you're unable to handle the email, what information do you need to provide when you escalate the ticket?
What is the ticket number and any additional information that another CXer might need to handle the ticket.
If a customer wants to stop a box on shipped status, please list all steps you'd take in Blue Admin and Zendesk.
Blue Admin: use the skip, order status shipped macro to tell the customer the box will still be arriving.
Zendesk: create an issue - issue type: unexpected; description: post-cutoff skip
What does this mean AND where would it say this? 03.14.18_fedexlateatriskhightemp_03.15.18
This tag would be located on the customer's Zendesk profile (look there and not on the ticket) indicating it was part of a known delay. This means the box is now intended to arrive on 3/15 instead of 3/14, but the condition of the box is unknown due to high temperatures in that area.
How would you remove payment information from a customer's account? Please list the steps in order.
1) After the customer specifically asks for you to remove payment information, manually cancel the customer's account first.
2) After the customer is cancelled, click the "Remove Payment Info" button underneath the payments section.
How do you get to the charge page? Please list all steps.
2) Click on the Arrival date of a specific delivery.
3) Click on the date underneath the Charges section.
When you put the customer's email address into the Zendesk ticket, and it comes up with a red error message on the top right corner, what do we do? Hint: There are 2 different things we can do.
What is merge the user profiles or change requestor.
Please name 3 reasons why you would refund a skip order status shipped box.
Death in the family, emergency situations, or financial hardships.
Please name 5 reasons why you might refund a customer for a box that was marked "Late Fresh."
What is the customer had a leaky meat in the box situation, the customer received a warm box upon arrival, the box was delivered past the new delivery date, the gel packs leaked onto the ingredients inside the box, or the box was never delivered at all.
Where would you find the following phrase AND what does it mean?
"Cancellation Flow Test April 2018 Control - Hide Manage Status"
Bonus: if sending cancellation instructions to this customer, what macro would we use?
That can be found underneath the participated site test section of a customer's Blue Admin account. It means that the customer doesn't have the ability to cancel their account. When sending cancellation instructions we must use the macro: Cancellations > How to Cancel > Cancellation Link.
Please name 5 reasons you would escalate a ticket to T2 Payments specifically.
What is the customer is inquiring about a failed payment, you see "An Important Message from Blue Apron" in the subject line, you see full credit card numbers in ZD/Blue Admin, the customer is not seeing their refund in more than 7 business days, or the customer has 2 active accounts.
Please tell me why you would need to change requester and the steps you would take to do so.
You would need to change requester if the phone number the customer called in from is different than the one on their Blue Admin account. To change requester, click on the "Change" button underneath the subject line of the ticket and paste the customer's email into the "Requester" field.