SHIPPING
What Shipping Method was used for an order with a logistic tagging of "Shipped by Platform"
4PL
When you're awaiting response from internal Team (Payment/ logistic, xBuzz…). What status must the ticket be in?
On Hold
What payment methods are available to the buyer
Google Pay/Apple Pay
Credit/Debit Card
Clearpay
Klarna
You received an inquiry stating that some of their orders were missing. Upon checking their most recent order is still in transit and the item that they said was missing cannot be found in their archive order. What SOP should you follow?
Less Item SOP
If the shipping method is ____ we are not allowed to instruct the customer to contact the seller.
FBT
When you put a ticket in pending. How long until it closes?
72 Hours
If the payment transaction reflects as ‘pending’ in the customer’s bank statement, what does this mean?
Reversal / Revoked Transaction
Beyonce contacted us, stating that they still haven't received their order, with no updates for the past 14 days. They previously submitted a refund request, but the seller rejected it, claiming the package is still out for delivery. Upon reviewing the tracking details, the shipment is 4PL, and the ETA has already passed. Who will be the liable party on this scenario?
Logistics
Can we compensate an S6 customer for a delayed delivery if the shipping method is 3PL?
No - we do not compensate 3PL orders for delayed delivery
How long does a buyer have to respond to a ticket that has already been resolved?
48 hours
When requesting for a bank statement, agent/s should always ask the customer to…
REDACT / HIDE ALL PERSONAL INFORMATION
Spencer is inquiring about his order. He is saying that he has not seen any updates from the tracking. You checked the order and saw that it has been 4 days since the order was placed and the payment ETA already passed, no new updates provided. What will be the SOP to follow with the information gathered?
Shipping Delay
_________ is when a single order is divided into multiple shipments, usually because items are coming from different warehouses, package size limitations or have varying availability.
Split Order Shipment
This section in ByteHi is where you can track the item that the buyer returned.
Reverse Logistics
Where can we find the payment method chosen by the buyer on Bytehi?
Order Details / Order Information
What are the L3 labels for any account inquiry issues?
Register account, forgot/change password, retrieve account and delete account
How long can an order be under "Order Placed" status before we can consider it as Shipping Delay
3 business days
Where in ByteHi can you see the Seller Activation Status?
Order Details & User Info
What are the steps on how to remove a payment method on their account
To remove a payment method you can guide the buyer with the following information:
1. Profile
2. Tap the three lines on the right corner
3. Orders
4. Payment Info
5. On this screen the buyer will have the option to edit or remove their payment method!
No reply within 30 seconds is displayed in which colour on IM chats
Green