RETURN/ EXCHANGE
Item must be returned within ***** of receiving the item
30 days
We need to confirm with customers of their order status by checking *******
Shopify and fulfilment portals
As per the SOP, what is a General Enquiry?
A General Enquiry is an email asking a question of a general nature.
Is Sizing a Fault Issue or a Quality Issue?
Sizing is a Quality Issue.
True or False.
BOGOF for Slee Tee is live in the US.
False, we have BOGOF for Sleep Tee in the UK.
In reference to our SOP's, why does customers want to return or exchange items?
Change of Mind - like the product, but just want a different style or different product, or don't think it is suited for them
Dissatisfaction - aren't happy with the product they received, don't think it's worth the money, something wrong with the product
Gift - many orders are placed as gifts, and the recipient may or may not like the choice the gift giver has chosen for them
What is the Delay Compensation that we give a EU customer for orders that have a delay over 10 weeks?
15 Euros
How do we access PostScript?
Open the Shopify store for the correct geo
Type “Postscript” into the search bar and open ‘Postscript SMS Marketing’
Click the ‘Go to your Postscript Dashboard’
Does the macro QUALITY - Vaccum Sealed have the care instructions?
Yes it does.
In which countries have we also launched the Disney Oodies?
UK, EU and DE.
In reference to our SOP's, how do we resolve this task (return and exchanges) ?
Find Order & Confirm Eligibility
• Create a Free Return Shipping Label
• Inform Customer
• Await Customers Response & Action
• Business Action - Refund or Replace
Whats the Covered Express shipping amount for NZ?
NZ does not offer express shipping.
We can subscribe a customer by first asking for their:
full name
email address
geo
Which macro has this line:
This is due to the printing process changing on our Limited Edition designs, from our normal rotary print to a different technique called a digital print. The digital print allows us to print high-detail designs with a larger range of colours which is required for our Limited Edition Oodies.
QUALITY - Limited Edition Texture.
For Marvel Giveaway in AU, what is the discount code that non-winners get?
SAVE30NOW
How do we re-create an AU Returns Label?
1. Agent to find the RA line in the RA sheet.
2. Agent to re-create a label in Parcel Send and add the original RA number as you would normally.
3. Agent downloads and attaches the new return label with that original RA number on it and sends to customer.
4. Customer receives label and returns item.
Which macro has this line:Please note that when authority has been given to leave in a safe space, we are no longer responsible for the parcel in the rare case of it going missing/being stolen.
DELIVERY - Safe Drop. Authority to Leave (AU Only)
What do we do to customers reporting about Ebay/ Amazon listen?
Assign to Erika
Which macro has this line:
Your Oodie Sleep Tee is made from a combination of bamboo fibre and elastane, making it super comfy and breathable. I have discussed this with our Quality Control Team who have advised that, after time, this material is expected to slightly stretch, due to its weight, while keeping its soft cosy feel.
DESIGN - Sleep Tee Stretched Over Time.
DISNEY and it saves £25
Provide the details steps on how to create a returns label for an order that was purchased from AU to be sent to NZ.
1. Go to the tickets page in Borderless
2. Click "Create New Ticket" on the top right hand side of the page
3. Paste template in the type box
4. Fill out the template
5. Click send
6. Copy ticket link and paste as an internal note in the customers Gorgias ticket
7. Return label will be sent in the Borderless ticket, check the following day.
8. Download return label and send to customer in Gorgias
Which macro has this line: We have a huge selection of items that are in stock and ready to go, and our fulfilment teams are taking every measure possible to ensure they are getting out our Oodie goodies as quickly as possible and safely to you in time for Christmas morning.
DELIVERY - Christmas Guarantee
Why is the shipping timeframe for AU to NZ 6 to 27 business days?
Shipping timeframe is 6-27 days for delivery due to restricted international flights.
What is the Wear and Tear Compensation for EU customers that is 12+ months?
0 Euros
In what countries have we split the PJ Sets to sell the Top and Shorts separately?
AU and NZ