Product/Company Info
Accounts
Accounts
What do we recommend when a customer asks if our oils are ingestible?
Our products are not meant for internal use and should never be ingested.
Name one of our discount codes that is for $20.00 off.
WELCOME or NEW20
A customer swapped out an item in their order for a lower-priced item. A refund of $12 is due. What dollar amount should your gift card offer be?
$22.00
If a customer refuses to check their post office for a package we show was "delivered", what should you do?
Move forward with offering a reship
According to the return policy on our website, how long does a customer have to return an item?
14 days from delivery
Where are our two warehouses located?
Salt Lake City, Utah and Louisville, Kentucky
A customer wishes to apply a discount code to an order they placed without a code. What should you offer the customer first?
Offer the customer free product equal to the value of their discount in efforts to deflect refunding their money.
A customer needs to update the shipping address on their order. The order is marked as "unfulfilled" in Shopify and "new" in Falcon. Where should the shipping address update be updated?
Shopify and Falcon
A customer is upset that they have not received their order even though their order tracking shows it arrived in their city 2 days ago. How long must we wait before we can offer to issue a replacement package?
7 business days from the last tracking update
How are domestic return shipping costs handled?
The company provides a free prepaid return label.
Where do you unsubscribe a customer from our promotional marketing?
Marketing Settings in Shopify
The Do Not Contact List
The Unsubscribe Link
Suppressions located in CSR
What are the requirements for a discount code to be applied to an order?
The discount code must be valid at the time of purchase and the package must not be delivered.
When adding and removing items in a Shopify order, which buttons should be used for what actions?
“Edit” button to add items, and “Refund” button to remove items.
How long must we wait to issue a replacement package for a non-working tracking number (No updates after the initial scan)?
5 business days after the initial scan.
What should you do if a customer reports a damaged product within 90 days of delivery?
Offer a replacement for the item
What is the main difference between an essential oil blend and a single essential oil?
A blend contains multiple essential oils, while a single essential oil contains only one.
A customer requests to apply a BOGO discount code to their order. Under which condition can customer support assist them?
The request is made within 14 days of the delivery date and the code was active the day the order was placed.
Under what conditions can an order be canceled?
The order is “unfulfilled” in Shopify and in "new status, backordered status, or on hold in Falcon.
A customer’s order was “Returned To Sender” due to an incorrect shipping address. What should you offer the customer first?
Offer to reship the order after verifying the shipping address.
A customer reports that they did not receive all of their items and Falcon shows that the missing item(s) was not shipped in a separate package. What should you do?
Ship the missing item to the customer.
In which scenario can we deactivate a reward code and return a customer's points?
If the reward code has not been used.
A customer wants to apply a BOGO code to an order that already has a discount code and the order is not in Falcon. What is the appropriate action?
Issue a gift card for the order total and ask them to place a new order using the gift card and BOGO code.
Bonus Question: A customer’s account is in chargeback status. What should you tell them?
We can’t issue a refund or store credit until the chargeback is closed.
Which reference order # starter (A.K.A. Falcon Starter) would we use in Falcon when sending a replacement for a package that was never received by the customer?
N for Non-Delivery
What should be done before sending the customer the return center link or manually entering their return?
Check if their order qualifies for a return and if it is already in the return system.