Brand
Zendesk
Magento
Brass Reports
Policies/Procedures
100
Asking open-ended questions is an example of this.
What is showing curiosity?
100
The section in which I assign emails to myself from.
What is Unassigned Tickets?
100
The two most efficient ways to search for a customer?
What is the order number and email address?
100
The column that references where the item should ship from.
What is the Distribution Center column?
100
The Store Credit reason code for a damaged/defective item.
What is DD?
200
The variety and quality of items we offer we are comparable to this small fashionable shop.
What is a boutique?
200
The section in which you visit to review policies and procedures
What is Forums?
200
Where you go to verify inventory for a product that is live on the site.
What is Manage Products?
200
The two ways we can search shipments in the FCUI
What is the order number and the pick ticket number?
200
How you reach Zupport via phone and email.
What is dial extension 210 and email zupport@zulily.com?
300
We want this to show through our site and our voice.
What is honesty?
300
The status you mark on a ticket which requires additional follow up from another department
What is Pending?
300
Where you go to check to verify the validity of a coupon code.
What is Shopping Cart Price Rules?
300
The tool utilized to view a voucher code or pull up multiple orders at once?
What is the WISMO Report tool?
300
Name five items that are never eligible for return.
What are _________, _________, _________, _______, and _________?
400
Our motto.
What is "Deliver magical experiences to create advocates for life?"
400
The two things that need to be marked to ensure an email is visible to the customer
What are the "Notify Customer" and "Requester and CCs can see this comment" box?
400
If you are issuing store credit for more than this amount, you need to reach out to zupport
What is $15?
400
The two fields which should always be checked before any adjustments are made to a shipment.
What are the "Dist Center" column and the "Shipping Address" column for the change or cannot change note?
400
The three elements that need to be verified when looking up an order for a customer over the phone.
What are the full name, email address, and billing zip code?
500
Name four brand words
What is _______, ________, _________, and ________.
500
Where you go to research previous or other open correspondences with a customer.
What is the right column on an open ticket OR searching by the customer's email address?
500
The elements of Order notes should always include the following.
What is the way the customer contacted us, the actions taken/expectations set, any follow-up needed, and signature.
500
The tracking on a Mail Innovations shipment has not been updated, this is the next step.
What is looking up the USPS tracking number in Google?
500
What to do if Zupport tells you to treat an item as an exception.
What is inform the customer of the inventory discrepancy, cancel the item, process the refund, issue the $10 store credit... and leave notes!
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