HEARD
What does the H in HEARD stand for?
HEAR
What is the wrong claims return threshold for AB?
$12.50
How many days does a customer have to return an item?
100 days
What does DTF stand for?
Direct to Film
Which channel do we use in Slack when we need help?
#help-me
What is the HEARD step we aim to start emails with?
RESOLVE
What are the three resolution types when entering claims?
Replacement, refund or store credit
What is the timeframe for refunds that we usually give customers?
5-10 business days (after delivery at the warehouse)
What are two different types of transfers that we offer?
Fabric, UV (hard-surfaces), Glitter, Gold foil, Puffs...
The customer placed an order 5 minutes ago with a free shipping code and they forgot an item. Can they add to it?
No (with exceptions)
What does the E in HEARD stand for?
EMPATHIZE
When is the store credit option not available?
When the customer doesn't have an account.
Jack ordered a medium G180 and wants to exchange it for an XL. How do you proceed?
Enter a return and provide a FSC.
What is our return policy on transfers?
Non-returnable
Name at least 4 suppliers we work with.
AB, SNS, Staton, Sanmar, ACC, LAT, Bella+Canvas
What does the D in HEARD stand for?
Diagnose
Which claims might the customer receive a return label for?
Damaged and wrong items and wrong orders.
Our customer Linda didn't get her full refund, she claims she returned all of the items in her order, in the same package. What could have happened and how do we proceed?
She probably combined returns from different suppliers in one package. Educate the customer and refund.
What is the type of transfer that should only be pressed on polyester.
Sublimation
What is the main reason why item mismatch tickets are generated?
When orders are short-shipped (also due to cancellations and order changes).
Which company coined the HEARD model?
Disney
John received a package with a hole and all the shirts were damaged, he still needs his order. What kind of claim do you enter and how do you proceed?
Damaged package - contact supplier to get replacements and start a tracer.
The customer comes in saying they didn't receive their return label, which has been sent. How do you find it and send it to them?
Download the label on returns V2 and attach it to the email response.
What is the free shipping threshold for transfers in the US?
$29
Change claim entered today at 1:16 am:
Supplier: SNS
Changing items
Adult Heavy Blend™ Adult 8 oz., 50/50 Fleece Crew
Gildan G500
Color: Black
Size: XL
Quantity: 1
Details about change order
Change xl black shirt to xl shirt in grey.
Past change timeframe, enter return and provide FSC.