Macros
Customer with a PayPal membership states "Please change my shipping from every 30 days to every 90 days. I receive 3 a month and do not need it coming that fast"
Cannot Modify Paypal
Your customer requests a reship for their missing product. After reviewing their account, you see the order has already been reshipped with Call Notes stating the customer was helped.
What is the Case Type and Sub Category (if sub category is needed)?
No Response Required - Previously Assisted
If you are unsure what case type/subcategory should be chosen on your case, what resource can you find this information in?
Macro Resources Doc
Your customer informs you they were charged the wrong tax amount.
What two resources are you using to confirm the tax was incorrect and request the refund be made for the incorrect charge?
Sales Tax by State/Brand doc and Incorrect Tax Refund Request form
City Beauty Customer is requesting a sample of the City Lips be sent to her
Samples + Place Order
Your Customer requests to cancel their most recent order and their subscription. You are not able to cancel the order, so you provide an RA.
What is your Case Type and Sub Category (if sub category is needed)?
Subscription Cancelled
A customer wants to be resent a newsletter that was emailed to them, but they have since lost. The customer provided the date it was sent out and what it was about. Where can you find this article for the customer?
Newsletter Summary and Sales
True or False: There is no need for agents to check the coupon code on place order situations since the coupon code can work on any link and product.
False - coupon code must always be checked since it does not work on every link and product
True or False: Your customer emails in asking for medical advice. The seek medical macro is ALMOST the perfect response, but not quite right, so you personalize the macro to help fit your situation better. This is allowed since macros should be personalized as needed.
True! Macros are super helpful however there will be times where they are not perfect! Please be sure to personalize as needed since every situation may not be the same :)
Your customer wishes to cancel their subscription, however, after searching through their account, this customer does not have a subscription to cancel.
What is your Case Type and Sub Category (if sub category is needed)?
Billing Inquiry - Charge/Price/Subscription Inquiries
A customer is upset they are receiving emails about dogs when they are a cat owner. What resource can be filled out during these situations?
Dog vs Cat Newsletter Complaints
True or False:
Agents are no longer able to copy & paste from Product Info sheets in The Loop as this information is proprietary
True - Per legal we cannot copy and paste from these sheets, however, you can reword
Gundry Customer wondered if she could give the Vital Reds to her 10 year old child
Seek Medical for Children
Your customer emails in explaining the City Lips burned her lips after trying for the first time. She wishes to return the product.
What Type and Sub Category (If Sub Category is needed) will you be using for your Email Case?
Refund Order(s)
A customer is upset that the coupon code they used on their most recent order did not go through. You have a suspicion that the coupon code expired. Where can you confirm this?
Coupon Codes doc
Customer emailed in with multiple inquiries. This means you have multiple case types to choose from.
Where can you find information to help you determine the correct case type to choose? *be specific*
Case Type Priority List is at the bottom of the Case Type Guidelines tab on the Macro Resources doc
Customer from Activated You emails in regarding the Morning Complete they received - "I need a reshipment of the Morning Complete since the bottle did not arrive full. I doubt there is a month's supply in here."
Jar Not Filled
Your Customer is asking us to remove all of their information from our systems. After checking the address, you see the customer resides in Oregon.
What is the Type and Sub Category (if sub category is needed)?
Product/Sales Inquiry - No Sale
Wondering how the emails get graded, where would you find this information? (Resource name and tab name)
Macro Resources doc - QA Guideline Email tab
What two processes will require an email agent to create/have two separate case pages for a customer's inquiry?
AER and Reshipment Requests