Miscellaneous
How long after a product credit expires can we reinstate them?
Reinstate any request within 30 days of PC expiration date.
Host Rewards for Q1 were updated on January 17th. Name any of the free products.
Counterstart Cocoboost Moisturizer
All Bright Dark Spot Minimizer
The Better Blender
Countermatch Eye Rescue Cream
Reflect Effect Overnight Resurfacing Peel
Balm for All
If you have a ticket with a consultant downgrade request. Where would this be assigned after replying to the BA?
AE Leadership Team
How many Shades do we currently offer in our Lid Glow Cream Shadow?
What is the current Band of Beauty Welcome Gift?
Glow first priming Serum.
If someone has an ingredient question that cannot be answered with the ingredients listed on the website what should you do?
Send the request over to sensitive inquiries.
To process a replacement for damaged or defective items what three bits of information are needed?
Order Number
Lot Number
Photos of the product
To unsubscribe a customer from emails you would send the request over to your SL in Zendesk as open. If a customer would like to unsubscribe from our text messages what should they do?
If you no longer wish to receive promotional text messages, Please reply STOP in all caps to the text message you have received. It may take up to 48 hours, however, all text communications will be terminated.
If a product's packaging is damaged (secondary) can we replace it?
No. We do not replace for secondary packaging damage. We can apply a $10 product credit per order.
In order to use Klarna at checkout you must meet these five requirements. Name two.
A U.S.-issued debit or credit card
To be 18+ years old
A U.S. billing address
An SMS-capable phone number
To meet the minimum cart size ($35 USD) required to use Klarna as a payment option at checkout
When setting up replacement/portal orders should you select CSR or POS?
CSR
What is the percentage of product credit earned on member orders?
10%
When are we allowed to cancel or edit an order in VTEX?
We are not. You want to walk the customer through the process on their end if they are within 15 minutes of the order being placed.
If a client reaches out about an order that was placed nine months ago for a Supreme Cream and is complaining about the texture of the item are we able to assist?
Yes. Send full replacement if within one year of order date.
With subscribe and save what is the percentage I will be saving on month two and can I stack my product credit with this order?
10% will be saved and product credit cannot be used in auto-replenish orders.
Can product credit be used on an initial set up order for auto replenishment?
PC can not be used. NOT even on the initial set up order.
If a client is reaching out in regards to an adverse reaction they are having to one of our products that was purchased six months ago would we refund or add product credit?
We would not be able to do either.
· If within 60 days of purchase, provide a refund. No return is needed. · If within 60-120 days of purchase, provide product credit. No return is needed.
What team would you assign a request regarding error TR01S
The Fraud team
Is there a Safety Seal on the Instant Eye Makeup Remover?
No
Can you drop off your empty products at a Beautycounter store location to be recycled?
Yes.
Drop your empties off at your local Beautycounter store or download a $5 shipping label to send your empty products to be broken down and recycled.
Six things should be included in your push request. Name three.
PHX status-is the order showing?
Status in DHL
Was the ticket sent to Ops?
Ticket #
Order Date
Order #
What is the percentage saved on brand advocate items?
25%
If someone reaches out with a damaged or defective product that they purchased 5 months ago are we able to assist?
If it is within 6 months we can send out a replacement with free shipping. You do not need approval in order to process this request.
How much does it cost to become a BA in Canada?
There is no cost for Canada.
How can someone find a brand advocate on our website?
Visit www.beautycounter.com and click on “Find a Brand Advocate”. You will be asked to provide a small amount of information about yourself in order to be connected with the Beautycounter Brand Advocate closest to you.