Expectations
When you have been on the team for 6-9 months, how many emails should you be doing?
70 emails
Name 3 canned responses that we use for Blue Moon.
Cannot See Defect
Item Has A Hole
Laundered Counter To The Attached Instructions
Not a Manufacturing Defect
Outside of Guarantee
Peeling Logo
Pen Marks Iron Out
Replacement (Need to Process Refund/Recharge)
Replacement (Will Process After Commissions)
Sending Replacement
Strings (ONLY SEND WITH APPROVAL FROM LEAD)
Defective Exception – Sending Replacement (Send only with approval)
Missing 3 Images
Item Previously Replaced
What is the Blue Moon Guarantee?
Simply, it's a 12-month warranty based on the purchase date against manufacturing defects. Reps and customers can use the BlueMoon portal to submit a ticket for any defective issues they may have.
How long are our items guaranteed?
12 Months from the day of purchase
True or False:
Do reps have the option to select "defective" as a reason when creating a return Id?
As of 3/18/22, they no longer have the option available to them.
What is our expected average response time?
24-48 hours
What information do you have to add to the "Asked to wash" spreadsheet?
Ticket number, item code, if they washed, if it helped, if we replaced, market, and date of ticket
Do we have French and Spanish Blue Moon portals?
Name 3 types of defects
Incomplete seams
Non-functioning zippers
Missing components
Excessive pilling
Runs in fabric
Do we match sales prices when we replace the defective one if it is out of stock?
No.
Unless the new one is on sale we need to verify the price on the website.
True or False:
If a rep/customer requests a supervisor, please assign the ticket to Yajara, Noah, or Mike and them know about it as well ASAP.
TRUEEEE 👍Please make sure you are informing them so they can get handled properly and in a timely manner
When does the "Manufactures recommendation" spreadsheet come in handy?
When we are unsure of how an item is meant to be washed.
What if the rep is receiving an error when trying to upload the required images?
Please make sure that they are following the accepted file types and requirements which are: jpg, gif, png, pdf, jpeg, Max. file size: 5 MB,
Name 3 things that we do NOT consider defects
Tears
Snags
Stains
Shrinkage
Stretching
Abrasions
Normal signs of wear
If we replace a January 2023 (MAGENTO) promotional item and the original item is out of stock, do we allow them to choose any item from the site?
No, we need to give them a List of the items that are part of the promotion.
In canned responses, are you expected to go in and make updates as needed when responding? Such as "Hi (rep name)"
"My same is (agent name)"
yes. on each email you need to call them by name as well as letting them know who you are.
We will want to use this canned response if the customer or representative sends all three required photos (picture of the defect, the entire item, and the inner label), but the defect either cannot be seen in the photos provided or is not prominent.
Which canned response is this?
Blue Moon - Cannot See Defect
What shipping address do I send the replacement to upon claim approval?
Please send the replacement to the shipping address that is listed on the claim
How long is the guarantee for the logos and components
30 days from the day they received
If the item was fully paid with hostess credits can we process a refund?
NO
As we are on the Blue Moon team, are we expected like other teams to address them with the country they are in?
"Thank you for contacting ZYIA Active Canada"
"Thank you for contacting ZYIA Active Australia"
We are not. We state "Thank you for contacting ZYIA Active Blue Moon". We are over all 3 markets so we do not have to announce which market we are speaking with.
What 2 canned responses need approval to be sent?
Strings and Defective exception- sending replacement
What do we NOT replace?
Items that were damaged by misuse, misadventure, or abuse; Items damaged by flood, fire, mold, moths and other disasters; Items laundered counter to their attached instructions; Items that are soiled, stained, or contaminated; Items that have fulfilled their intended lifespan.
True or False:
We can request that the Items be returned back to us in all 3 Markets (US, CA, and AU).
False:
We can only request the item sent back to us in US and CA.
Can we make exceptions if the items were damaged for reasons that are not considered manufacturing defects?
Yes, but we must ask for authorization