Macros
What macro do you use for a customer that did not add a discount code to their order?
DISCOUNT Multiple
What action do you take when you come across an auto-close ticket?
Tag and close
What is a barcode error?
When the item in the package does not match the SKU on the barcode
What type of fault do we offer either a partial refund or a replacement?
Significant fault
What are the dimensions of the UGG Boots?
19cm in height
Name the last macro you use for a Chat when the customer is about to place an order
CHAT Closing Call to Action/ Sign Off
When is it necessary to leave an internal note on your ticket?
When lodging an enquiry, filling out a sheet, moving from chats-emails
Describe the incorrect process for AU
Ask for photos, fill out the incorrect sheet, lodge an enquiry with LF, organise the return by filling out the RAPAC sheet and creating the label on Parcelsend, once returned, organise the replacement and update the incorrect sheet.
What is our warranty timeframe?
8 months
What are the care instructions of the Oodie Weighted Blanket?
-Wash when needed only, in order to preserve the carefully balanced weight distribution
-Hand/ machine wash using cold to warm water (40°c maximum is suggested)
-If machine washing, ensure a gentle cycle is selected (avoid aggressive spin cycles/ centrifuge)
-Use only very mild detergents (approved for wool/ silk)
-Do not tumble dry. Air dry only by laying the blanket flat
-Avoid mixing with other colours
-Do not iron or try to flatten the blanket by putting heavy objects on it
What macro do you use when a customer is frustrated that we weren't able to cancel their order?
COMPLAINT - Not Able to Cancel/Change In Time (2nd Email)
When would we assign a ticket to Inappropriate vs Peacekeepers?
Inappropriate or Inapp cases are for customers using foul language, demanding a manager, or just generally ranting and being hard to handle.Cases were customers are threatening bad reviews, demanding a manager or ACCC etc should be going to Peacekeepers.
When is it okay to organise a replacement without returning the incorrect item?
In special cases when the customer is irate. Needs RS/ TL approval
When would an Oodie pose a safety concern that we consider an extreme fault/ quality issue?
When a sharp object is stitched into the Oodie
Name 12 countries that we ship to:
AU, NZ, CA, UK, DE, FR, No, US,
EU:
Åland Islands, Albania, Armenia, Belarus, Bosnia & Herzegovina, Faroe Islands, Georgia, Greenland, Guadeloupe, Iceland, Kosovo, Liechtenstein, Mayotte, Moldova, Montenegro, North Macedonia, Réunion, Serbia, Svalbard & Jan Mayen, Switzerland, Turkey.
When we pass our orders over to the courier, a third party company to us, we do trust .... - name the macro
ADDRESS- Delivered to Wrong Address (Courier Mistake) or DELAY Royal Mail UK or DELIVERY On Its Way (Courier Delay) or SHIPPING AU Unable to Recall Order or
You are currently on shift without a TL/ RS and you need special approval for a ticket. Your shift is about to end- what are your next steps?
Inform the customer that we are looking into it/ awaiting confirmation and will follow up shortly. Snooze the ticket for 6 hours
A customer complained that they received an Avocado Oodie and it was not what they ordered. Upon checking their order on Shopify, you can see that they actually ordered an Avocado Oodie. Name the macro you would use to respond
INCORRECT SKU Customer Fault With Photos or INCORRECT SKU Customer Fault (No Photos)
How can you identify the date the Oodie was made?
From the first numbers on the Oodie tracking tag
What are UGG Boots made of?
Soft sheepskin in sole and double - faced sheep skin outer layer