ByteHi
Ticket Status in ByteHi used when awaiting response from internal Team (Payment/ logistic, xBuzz, Andon…)
On Hold
Which button should we click to place the chat on hold
Hourglass Icon
What are the 3 Shipment Method
3PL, 4PL, FBT
Which shipment method does NOT allow us to ask the customer to contact the seller
FBT
What Timezone should you be in when you log in in ByteHi?
UTC+2
Where can you view your chat records and even reconnect with customers?
IM Chat History
This type of ticket is created whenever an agent makes a judgement to support buyer in aftersales/arbitration tickets
Auto Created Aftersale Ticket
Anton reported that their order hasn’t arrived yet and mentioned that it's already delay. However, forward logistics show that the package remains within its ETA, and the last update on the tracking details was yesterday. Which L3 label should we use in this scenario?
Check Order Status In Transit Within SLA
What type of Less Item Scenario is this?
Buyer ordered 1 pack of instant noodle & 1 pack of candies. They are claiming that the pack of candies are missing
C. Less Item - Multiple SKU different item- One or more Missing
This aftersales type is only available if the order is tagged as delivered and there are no existing requests
Return and Refund
When you put a ticket in pending. How long until it automatically closes?
48 hrs
This is the type of ticket created whenever an aftersale request is rejected and the buyer decided to file an appeal.
Arbitration
Michelle said they still haven't received their order and it's already passed its ETA, and based on the tracking details it shows "Your package couldn't be delivered and is returning". Which SOP should we use in this scenario?
What type of Less Item scenario is this
Buyer ordered 4 sets of Sparkling Water but claims that they only received 2 sets
B. Less Item- Multiple quantity same item- One or More missing
This aftersales type is only available after RTS (between order placed and dispatched)
Order Cancellation
If the buyer returns an item where can we see the tracking information of their return
Return Logistics Information
This is the type of ticket created whenever a buyer submits an aftersale request (refund only or return and refund)
Gabriel contacted us to report that he hasn’t received his order. However, upon checking the tracking details, we found that the order status is "Collected" What should be the SOP to pull up to assist him with his concern?
Delayed Delivery
What type of Less Item Scenario is this
Buyer ordered 1 3-pc set of suitcases and is claiming that they only received 2 pc of suitcases
A. Less Item - Missing accessories or Missing Item in a bundle
What are the 3 TikTok Shop Selling Model?
Local to Local, Crossborder, Global Selling
What does PDP stand for?
Product Description Page
Where can we see the shipping method of an order
Logistics Information - Delivery Management
How many calendar days must pass with no tracking updates, according to our Delayed Delivery SOP, before a shipment is officially considered delayed delivery?
10 calendar days
Although the order was tagged as delivered, John reported that he never received it. John requested a refund request and raised a dispute because the seller rejected his refund. Which SOP should we use in this scenario?
Where can you check your schedule within the day (i.e, lunch, breaks, meeting etc.)
ByteHi - My Schedule