Show:
Oops..can I change that?
Reschedule
Payment Reviews
Blocks
F.A.Q
100
A customer calls in to have the declined credit card on their order re-run. How would you do this?
Locate the order in BackOffice, click "change order" and then click "Submit order". If this is successful, then this order will go from A-status (payment reviews) to C-status (complete).
100
Customer calls in: "Hi, I still have plenty of food but my Autoship is set to ship out in 2 days. Is there any way to postpone it?"
Of course! Locate the account in BackOffice, click on the "Recurring Orders" tab, and click skip next shipment. LEave notes on the account reflecting the original ship date and the date it was skipped to.
100
How do you get to the Payment Reviews? (A- Payment Requires Review)
Boom! You can click the "operations tab", look to your right and click on A- Payment Requires Review.
100
Order has a AVS street mismatch, what do you do?
Street match means that the zip code does not match. You can google search to obtain the correct zip code. Be sure to update this on the Customer's account. Resolve Block. Bazzinngg! Don't forget to leave your notes!
100
Name one item that can not be placed in the Autoship alone? Name one item that is eligible for the Autoship on its' own? Can - Food - Treats - Litter
Can not - Crate - Toys - Leashes/collars - Grooming products - Bedding
200
If a customer reaches out to add an item to their BackOffice, how do you make this change in BackOffice?
Locate the account in BackOffice, click on the "Recurring Orders" tab, click "change order", click "add item", enter the SKU number of the item you'd like to add and check the box next to it, click select. To finalize, click "submit order".
200
Customer chatted in: "Hi, I think I goofed up and scheduled my shipments too soon. Is there any way to push back the shipments?"
Heck yes we can! Locate the Autoship in BackOffice, click "reschedule", input the frequency desired, and click submit. Hey! You! Don't forget to leave your notes. :)
200
What is the correct procedure to contact a customer regarding a Payment Review?
Day 1: Email and call the customer regarding Payment Review. Day 2: Second day email. Day 3. Cancel after 4 p.m.
200
Customer's order is $210 and there is no history with us. Can you resolve this order?
Nope! Be careful! Make sure to call the customer as a courtesy to verify and if they do not answer, leave a voicemail and email. Shaazzaamm! Don't forget to leave your notes!!!
200
Can you have multiple Autoships?
Right on! Yes, you can have as many Autoships as you would like.
300
A customer calls in to remove an item from an order they've already submitted. The order is still in C-status, and you've already removed the item. In regards to the order total, what must you do next to ensure the order is submitted/processed?
First, mosey on over to the payment tab. Once there, make sure that the total in the "Amount" box and the "Order Total" up top match. Click submit order, and you're all set!
300
True or False: Customer's aren't able to select a "daily" frequency, but as a CSR (through switch to customer or in BackOffice) you can.
You betcha! CSR's can change the frequency to either days, or weeks. Remember, this isn't something that can be done on the customer's end.
300
Customer emailed in: "I have updated my Autoship with the new credit card that I would like to use from now on. Can you please send out my order right away?"
Totally! You will have to switch to customer, click on the Autoship option. Click change under the Payment Method. Simply click "use this card" and "ship now!". What a surprise! Don't forget to leave your notes!!!!
300
Customers order is blocked for multiple orders. The items on both orders are exactly the same and are going to the same address. What do you do?
First, we call the customer. If they do not answer, leave a voicemail and email. If they do answer, and do not want both orders. Be sure to cancel the second order with the block. Bam! Don't forget to leave your notes on the canceled order!!!
300
True or False: We charge fees for changing the Autoship or Canceling the Autoship.
False! There are absolutely no fees ever!
400
How can you change the quantity of an item?
Dig your way to the change order button, once there you can delete the number in the quantity box. Add or subtract the quantity desired. Don't forget to update your totals on the payment tab. P.S Don't forget to add your notes!!!!!
400
True or False: We can absolutely set the shipment date to be the 4th of every month!
Sorry Charlie! Unfortunately, we aren't able to schedule a shipment to go out on the same day every month.
400
True or False: Is it true that you can delete the non-active cards from the account?
Undoubtedly! Make sure to ask permission, once it is granted. Simply click on "your account" once there, click manage credit card and delete the unwanted card.
400
(Promo fraud)Customer calls in and gives us the okay to process the order without the Autoship discount. What do you do?
If they are okay with the regular price, you will have to remove the discount code (adjustment tab). Adjust the price in the payments tab and submit order. Kablammmm! Don't forget to leave notes on the order that you removed the promotional discount on!!!
400
How can you explain free shipping for life to a customer who is confused about the Autoship?
Free shipping for life, is an incentive that will grandfather our customers to always have free shipping on all orders over $49!
500
True or False: "Hi, I am trying to sign up for Autoship, but it is not adding the discount. I am trying to purchase a crate for my 150 lb dog." Is it true that a crate alone, qualifies for the
False, the only way that they can receive a discount on the crate (hard good item) with the Autoship would be to add an item that they would like to receive on a reoccurring basis. (i.e) Food, treats, or supplements.
500
Customer calls in: "I really messed up this time, I am completely out of food. Can you please ship my order out right away?"
Aye, Aye, Sir! We can "trigger" the order by simply clicking trigger order. Don't forget to reschedule the next ship date. This one's going to blow you away...don't forget to leave your notes!
500
How can you enter a new credit card for the Autoship?
Step 1) Switch to customer Step 2) Add new payment method to the customer's account. Select "primary card" when adding. Step 3) Open Autoship online. Step 4) Click "change" under Payment Method. Step 5) Locate the card you added and click "use this card" Step 6) Release from the customer's account and open Autoship in Back Office. 7. Click ship now! Most important! Cancel the order that is in A status and leave notes!!!!
500
You have an order with a shipping/billing mismatch. The shipping address is a residential address and the billing address is a PO Box. Can you resolve this?
Heck yes! We can not ship to a PO Box, so they must have used their home address to have this order shipped to. You can go ahead and resolve this order! Snap Crackle Pop, don't forget to leave your notes!!!!
500
How would you explain the one time Autoship discount to a customer who is confused about not receiving the discount on her second order?
Unfortunately, the Autoship discount is a one time treat. It is a 20% discount that max's out at $15.00.