IS 1
True or False.
We will see a red banner across the top of our site page when logged into a customer's registered account.
True: If you see this, be mindful that customers will notice any changes that you make to the account or cart.
Update sent 08/04
Who do you contact when you have a common carrier return due to damage, shortage, or refusal?
Claims
Reverse Logistics and Claims have been receiving return requests that are misdirected and missing information.
09/01
Who do you contact regarding return requests due to ground damages, out-of-original packaging, and used, or defective items outside of warranty?
Reverse Logistics
Reverse Logistics and Claims have been receiving return requests that are misdirected and missing information.
09/01
True or False: Beginning October when a customer chats in and selects "item related" or "order related" they will be offered the option to chat with a rep as an initial option.
False: As of 10/02, when customers chat in and select either "Item Related" or "Order Related" as their reason for contacting us, Pepper will no longer offer the option to chat with a rep as an initial option
09/22
Where can we find stock of a sub-item?
Stock for sub-items can be found in the Internal Notes of the main item. The main item can be found at the top right of the sub-items Internal Notes.
How many times is Pepper able to repeat a response before offering the customer to speak to a rep?
if Pepper sends the same message twice in a row, it will provide the customer the option to speak with a rep if the information is not helpful.
08/25
Around the end of August, mobile app users began having the option to enable push notifications for their orders. To start, only one notification type will be sent to the customer per order. What are the 4 different notification types?
Shipped - order is awaiting carrier pickup
On the Way - The order is picked up by the carrier and tracking is live
Potential Shipping Issue - The shipping exception was logged by the carrier
Delivered - tracking is listed as delivered
08/25
What was the OTE check box replaced with?
Starting the week of 9/18, the Item Issues OTE checkbox was replaced with the Exception Comment button.
09/15
As of 08/21 what new coverage does Acopa offer for four of their glassware items?
5535116HT, 5535122RT, 5535114RT, 5535120RT
Starting Monday, 8/21, a new Acopa Warranty launches for four glassware items, now covered for the first time. The warranty coverage is a limited 1-year warranty for rim chipping and breakage under normal use but excludes custom or sample glasses.
Update sent on 08/18
Up to how many tracking numbers are displayed in the Modal shown by Pepper to the customer that is now visible to CS reps, which allows us to view the same information presented to the customers by Pepper?
Around the first week of September, a toll-free number will be listed on the Privacy Policies page under "CCPA Notice" on the website. In order to stay compliant with recent CPA updates, we need to provide CA, NV, VA, CT, and CO customers with the option to call a toll-free number (800-521-1035) to inquire or make a request regarding their personal data. Where will the customer be directed when calling this number?
Calling this number will direct customers to the Web CS phone queue.
09/01
What are the 3 new form options that the customer is provided with in switchboard when chatting with us?
In addition to Order Related, Item Related, Account Related, and Payment/Tax options, we will now have options for WebstaurantPlus, Returns, and General Questions.