Support Tools
This support tool is used to communicate internally with everyone within the company
What is Slack?
This ticket type is home to the following ticket contact reasons:
Damaged/Misrepresented
-Damaged in packaging
-Tracking stuck/undelivered
-Marked Delivered Not received
-Incorrect address/Delivered to wrong address
-RTS
Customs (Do not refund custom charges)
What is Shipping?
What is a Refund Abuser?
This sheet is used when we are attaching a return label to the warehouse.
What is the, New Refunds Sheet?
Can you give an example of displaying Team over Ego in the workplace?
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When refunding an item for a buyer that is writing in about a damaged order that is >$50, we use this support tool to issue that refund
What is Admin?
The contact reason Wrong item, belongs in to this Ticket Type
What is Orders?
Who is typically responsible for issuing a refund if an agent sends the buyer a pre-paid return label to Whatnot?
Who is the Warehouse team?
If a user is returning an item to a seller due to a wrong order scenario, which sheet do we place the label and where?
What is the, Unattached Labels Sheet under the, Wrong Items Tab?
How many cultural principles are there?
What is, 11?
This support tool is used to look up FAQ's, SOP's, and any related articles a user, or support agent may find helpful in solving user issues?
What is The Internal Help Desk?
The 4 main ticket Types the Support team is responsible for handling?
What is the amount threshold for the following SOP's that allow a buyer to keep an item while also issuing a full refund?
Damaged Orders?
Wrong Item?
What is $50?
Information must be inputted into this sheet when buyer didn't receive a giveaway and we are not able to retrieve it from the seller.
What was the most recently added Cultural Principle, and can you explain it?
What is, To Deeply Understand the Why?
Support tool that the Support team uses as a source of truth when looking at agent/company metrics.
All user transactions/orders/agent metrics/ticket volume can be found here
What is Sigma?
A buyer has reached out stating that the Funko they bought from a seller's store was listed as "Mint" but came in with more defects than expected, this tickets belongs to which contact reason?
What is, Damaged/Misrepresented?
What is the next step in the if a Seller states they have sent an item, but the buyer claims not to have received their order?
A seller did not send out a funko to the buyer and we have to bill them back. Where do we input this information?
What is the, Whatnot Cashflows sheet?
Name all of the Cultural Principles
What is,
What is Slab?
Sigma keeps track of the volume of tickets and what issues are being written in about.
What gives sigma the indication that a certain ticket belongs to a specific ticket type?
(This can be found within ZD and must be attached to a ticket before solving out)
What is a, Ticket Tag?
What is Charlie's zodiac sign?
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What is our mission stated on the Welcome Slab?
What is,
To enable anyone to turn their passion into a business and bring people together through commerce.
To fulfill our mission, we must create an exceptional software company, an incredible team and an exceptional place to work. We are guided by our culture; a culture purpose-built for our mission & business.