RETURN/ EXCHANGE
Name the macro that tells the customer to contact us when the item is delivered so that we can assist them with returning their order.
RETURN When Arrives
Would you lodge an enquiry with the courier after sending the LIT – Delivered Not Received (1st Email) macro or LIT – Delivered Not Received (2nd Email) macro?
After the LIT – Delivered Not Received (2nd Email) macro
Complete the macro line:
To find your tax invoice, you can open your ________________ and directly download that one from the link provided.
shipping confirmation email
From the photos you have provided me, I am struggling to decipher the fault you are referring to. --- name the macro
FAULT – Requesting Clearer Photos
A customer is very busy and cannot go to the post office to drop off their return. They have asked if you can arrange for the courier to pick the parcel from their address. Name the macro to respond to this customer
RETURN - Collection Not Available
Explain the actions associated with the macro SHIPPING – Express (Missed Timeframe)
- process a refund for the express shipping costs
- lodge an enquiry with the 3PL to enquire about the whereabouts of the order
- internal note the enquiry number
- snooze for 3 days
A customer wants to know how much they have paid in VAT for their order. Name the macro to respond to this customer.
PAYMENT - VAT
Briefly describe what the QUALITY – Smells Chemical macro says
-Apologies for the smell
-Requests for a photo of the tracking tag
-Asks the customer to confirm if it arrived vacuum sealed and has been washed
Briefly describe what the RETURN - Christmas Policy macro says
If the customer ordered an Oodie that's intended as a gift on Christmas Day before the 25th of December, we are happy to still accept returns and exchanges up until 60 days from the day that your order was delivered.
A customer has purchased an in-stock Oodie today and would like us to ship it out when they return from their holidays on the 7th of August. Name the macro to respond to this customer
SHIPPING - Send Later Date
A customer is scared to wash their Oodies for fear that it will go hard and uncomfortable. Name the macro to respond to this customer
DESIGN - Keeping Oodies Soft & Fluffy
A customer is complaining that their Oodie is not fluffy when it arrived vacuum sealed. You have advised them to wash the Oodie as per the care instructions and it should come out soft and fluffy, but they do not want to. Name the macro to respond to the customer
QUALITY – Vacuum Sealed Refusing To Wash
A customer has returned their order and you actioned a full refund on Shopify. Two weeks later the customer comes back to say that the refund still isn't showing on their bank statement. How you would respond?
With the PAYMENT – Refund Processed But Not Received macro
An AU customer has an order that has been processing in our system for 5 business days now. You send the fulfilment delay macro - they come back frustrated and ask for a partial refund for the inconvenience. How would you respond to this customer?
With the DELAY – Angry Requesting Compensation < 2 weeks macro
A customer has reached out to ask if we are plagiarising Disney Designs with our Mickey Mouse Oodies. Name the macro to respond to this customer
LIMITED EDITION - Licensing (Legal)
A customer is complaining that their Oodie has a quality issue because it is flammable and accidentally caught on fire. Name the macro to respond to this customer
COMPLAINT – Fire / Burnt / Melted