Customer Solutions
This is how long a customer should wait for a personalized Jellycat to be delivered to them after being quoted 3-5 business days at checkout.
What is 6-8 business days?
These are the types of tickets we should be resolving first once we clock in for the day.
What are Urgent tickets?
This is the name of the fraud protection service that will decline and cancel orders that the system flags for possible fraud, reseller activity, placing lots of orders in a short period of time, serial returning and serial chargebacks.
What is Forter?
This is a word we should avoid using when we cannot accommodate on an escalated call.
What is "unfortunately"?
This is how long a customer will have to wait before being able to purchase Ruby Cruiser items after tiering up.
What is 40 days?
This is the code shown in Adyen when a payment fails because the billing name or address doesn’t match the details on the card.
What is the AVS rule?
This is what we should do in Zendesk after a call where a customer has emailed us previously.
What is merge the email and phone call into one account?
These are the kinds of tickets to flag with the Brand Customer Service Team.
What is damaged/defective items from a retailer, activations or shop-in-shop?
When assigning a ticket to the admin group you should include this information in the internal notes.
What is a brief summary of the conversation and the order number?
This is who you should reach out to with problems or issues with the Purrks program after checking all of your resources.
Who is the Purrks Champion (Rachel)?
This is how long we ask for customers to wait for their refunds to be processed.
What is 5-10 business days?
DAILY DOUBLE: How long does PayPal ask for customers to wait for their refunds?
An acronym used to describe our "agreement" to customers on how long it will take to respond and solve their ticket.
What are SLAs?
This is where we should flag orders that are stuck in Waved for longer than the normal processing times.
What is the OPS sheet?
This is the time in the day when we will ask the customer to wait till the following morning to receive a phone call from a supervisor.
What is 3pm?
This is the tier that will need to be reached in order to receive free gifts with purchase.
What is Silver Biker?
This is how long we ask customers to wait if their package tracking has not been updated.
What is 4-5 business days?
This is what we do for inquiries related to wholesale.
What is advising them to reach out to the wholesale email (partners@jellycat.com) or phone number?
What this is an example of: 13822 NE Airport Way Portland OR 97251
What is a forwarding address?
These are the things we include in our Zendesk notes when providing an accommodation.
What is date, initials, accommodation provided (and reason for accommodation)?
This is where we will check in Antavo if a customer is missing their personalization codes.
What is Complimentary product personalization (under the rewards tab)?
This is what we do when a customer is reporting a high value DNR and they've received accommodations previously.
What is issue a claim to Mary?
This is the reason code we will use for tickets where a customer is wanting to know who sent them a Jellycat gift.
What is Gift Received Query?
This is how we proceed when a customer has a DNR that was sent to a forwarding address.
What is issuing a replacement to a residential address?
These are a few of the ways to de-escalate a conversation with an upset customer.
What is providing an apology, pivoting the conversation to a positive one, being empathic and/or utilizing resources for a possible solution?
Where to flag an issue when a customer cannot remove a Purrks item from their cart?
What is the DTC CS + Purrks Customer queries sheet (Purrks team document)?