Oodie - 1st August

Gorgias

100

Why do we tag tickets?

- For R&D or reporting purposes. 

200

When is it okay to snooze a ticket without a response? 

1. If there have been 3 or more messages back and forth on the same shift.

2. If advised by a TL/ RS to snooze the ticket without a response. 

300

Why is it important to always set the customer on the Shopify tab on Gorgias? (At least 2 to get full points)

1. So that it is easier to reference - helps avoid mistakes

2. Macros are able to auto-fill information easier

3. If they emailed from a different email address, we will be able to find and merge the conversations. 

General Enquiry

100

What 5 details can you use to find a customer's order if they do not know the order number?

- Customer's name

- Email address

- Shipping address

- Tracking number

- Phone number

200

List the appropriate actions when you come across what looks like a genuine brand/ business partnership request.

This is when another company or brand emails in seeking to work with us either in a magazine or in regard to our products.  

These are different from service requests and if it looks genuine then you can message Rebecca Palmer (Head of Partnerships) to see if you can pass her email address on to them.  

300

List the appropriate actions when a customer reports a possible scam on (1) Ebay/ Amazon and (2) Any other site. 

1. Assign the ticket to Erika

2. Search the scam Slack channel to see if it has been reported before. If yes, put the ticket link in the thread. If not, report the scam yourself and then respond with the SCAM Customer Reporting macro

Incorrect/ Missing Items

100

Do we fill in the incorrect orders sheet if the customer has lost the packaging and cannot send us a photo of the barcode?

Yes. 

200

After reporting the incorrect order/ missing item, do we snooze or close the LF enquiry ticket?

Close. 

300

A customer ordered two Avocado Oodies but only received one. Explain how this can either be a WIMO ticket or a Missing Items ticket. How would you identify the difference?

WIMO- the order could be split shipped and the second Oodie is still on its way

Missing Items - the order was not split shipped and the second Oodie went missing either in the packing or shipping process.

To identify whether it is WIMO or Missing Item, we need to evaluate the Shopify order. 

Chats

100

View photo. 

Explain the difference between the two photos and the necessary actions. 

1st is a chat and we would respond as normal. 

2nd is an email. As we do not want to continue the email and chat on the same thread, we would need to create a new ticket and respond accordingly. 

200

An example of a Chat No NO is No closing the chat without sending a closing macro. List 4 more. 

• No adding any spacing after sending a macro 

• No adding your name when signing off 

• No merging email tickets to chat tickets - if the customer replies to a chat with an email, a new ticket must be created

• No leaving the customer waiting for longer than a minute unless you have provided the customer with an approximate timeframe 

• Do not attach a customer’s Shopify account to chat as this can create duplicate chat enquiries 

• No leaving the ticket open once an enquiry has been resolved and the closing macro has been sent 

• Do not send full email macros without simplifying them first - ensure replies aren’t too long 

300

Once resolved, finish all chats with either ‘CHAT - Closing Sign Off’ or “CHAT - Closing Call to Action’ macro. Explain appropriate situations where you need to use the two macros.

 ‘CHAT - Closing Sign Off’ - all general tickets

“CHAT - Closing Call to Action’ - cases specifically where a customer is interested in placing an order. E.g. they have asked for a discount code.

Attention to Detail

100

Identify the error. 

Option 1) Organise a free return label to get the Adelaide AFL Oodie sent back to our Quality Control Team for further investigations, and send you a brand new one in replacement.

Option 2) Receive a partial refund of €10 as the cost to repair your item.

Incorrect currency

200

Identify the error. 

We have recently had an increase of orders in our system, which unfortunately has created a small backlog at our fulfilment centre. However, I can assure you that your Family Pack is processing in our system and shouldn't be too far away! 

Please keep an eye out in your emails for your shipping confirmation, which should be coming through very soon! This will have your tracking number on it so you can safely follow your Oodie on its journey to your doorstep. 

"Family Pack"

"follow your Oodie on its journey"

There are multiple Oodies in the order so this should be accurately referenced throughout the response. 

300

Identify the error. 

Simply print it off, attach it to your package, and drop it at your local Aramex drop-off location at a time that is convenient for you.

If you aren't able to access a printer, you can also use the return label attached to this email - when scanned in at the store, they can actually print this for you on their end!

The second line is only applicable to AU orders