Shipping
How many shipping methods are we offering at this moment?
STD
GROUND
If the code that the customer used was for money and now he wants to return the item and get the discount code that he used in the order, are we able to give another one? and in the case, that the customer used a percentage code, what can we offer him?
Yes, of the code is for money we can give him a new code, but if the code is a percentage code, the customer must need to reorder the same item for a different size or color, he can't choose another item.
When we can issue a refund for a return?
Never, we need to escalate this on BR
Where do I see if the order is from ROXY, DC, or Quiksilver?
Order origin
Do we offer exchanges?
''NO''
Where can we create a Return label?
Ecom
UPS
Website
Where do I put the shipping charge when I want to refund it to our customer because we have a huge delay?
Shipping credit
Do the weekends and festive days count to ship the package out or to be delivered?
NO.
What do I need to ask if the customer said that his code didn't work?
For the code
What items he wants to buy
And see if he didn't use this code in another order when you applied the code could say ''code already redeemed''.
How many weeks do we take to process a refund once the item is in our warehouse?
3-4 but we say 2-3 business weeks
What is the appropriate form the leave a note on Ecom or OD?
Date, reason * ro (New order number) package lost in transit,* DNC label provided because the package was a gift, * Return label provided for a defective item.
Ticket number and Name who works on it.
7 business days
If the item has been used and the customer wants a return for a refund, what can we offer?
Provide him our warranty info
What is the timeframe for the customer to return the items and when those days start counting?
45, when the customer placed the order
Where do I see how much we charged to our customer when one item was canceled? *OD/ECOM
Email notification
Payments
How many days our warehouse takes to fulfill the package, and we can see shipped in the status?
7 business days
How many times a customer can use a discount code?
ONE TIME.
If the customer is from Canada, do we offer the return label?
No, in the first place we send the address and if the customer replied upset we can send it.
What do I need to see before start working on a ticket?
Take it (Assignee)
Eye
Open/pending