A
True or False: We offer refunds to the original method of payment for pre-orders cancelled within 7 days of ordering.
True
Are photos required for damage/defect requests?
Yes
When should you send the "TECH ISSUE: Website Tech Issue” macro?
Only if Kristen has said there is a tech issue
Where can you find the table of contents for our macros?
Notion - CX - Important Information & How To’s
Are US Holidays or weekends included in express shipping timelines?
No
It is best to leave your Slack notifications ON during training.
True
Can we change the address on an order that has already shipped?
No
Where should you send valid cancellation requests?
No need to send request unless it is a policy exception
If the customer's estimated shipment date for their pre-order has passed but the items are in stock, what should you do?
Send the delayed pre-order macro and fulfill their order in Luminous
If the tracking shows delivered, but the customer didn't receive it, what should you check for first?
If their POD matches their home
What pricing model do we use?
Supply & Demand
Where should you send a request for a policy exception?
CXE
Where should you send valid requests to edit the pre-order?
No need to send request unless it is a policy exception
Where should you check the estimated shipment date for a customer's pre-order when they ask for an update?
Their Shopify order
At what point is a package considered lost in transit?
7 or more days without updates
Where can you find the names of the fraud sites we know about?
Notion
What is the name of the company that processes our returns?
Loop
What should you do if your customer files a chargeback?
Assign the ticket to Justine with internal note and report to #chargeback-reported channel
Where can you go to check the status of a normal return?
Loop
If a ticket mentions giving someone something for free, or is from a business trying to sell us a product or service, what should you do?
Send it to spam
What limitation does our Even Exchanges have?
Exchanges are limited to the same product - they can choose a different size or color ONLY dependent on stock availability
What does "y'all" mean?
You all
Where should you send Loop gift card processing errors?
CXE
How are refunds issued for returns/exchanges made within 30 days of delivery?
Store credit via e-gift card or even exchange - customer's choice
If a regular order is placed late at night on a Friday or on Saturday/Sunday, when will it process and ship?
The next business day (Monday, or Tuesday if Monday is a US Holiday)