General Enquiry
Give the approximate measurement of the Oodie Hair Turban
73cm from top to bottom and also 20cm and 44 cm across
Give one example of our Returns and Exchange policy
Timeframe - the item must be returned within 30 days of the package being delivered
Flexibility - case by case, can have flexibility in timeframe and honour a return outside of the 30 days. For a Return/Refund, up to 2 months, anything over 2 months and up to 3 is Exchange/Replace ONLY. Outside of 3 months no longer able to accept any sort of return.
New Condition - item must be in as-new condition and not worn apart from being tried on, with original swing tag attached, and original drawstring bag and ribbon included
Must not be marked non-returnable or final-sale.
What happens if we do not assist customers when they send an email asking about their order status?
If we DON’T assist customers with this task
Customers will be unhappy with our service. We lose, not only one customer, as it is very unlikely they will repurchase: but also, can discourage others from purchasing.
When can you use the INCORRECT - SKU Customer Fault with Photos macro?
To be used when the customer thinks they received an incorrect item, but the item matches their order, and they have attached photos of the item in new condition. We attach a return label and inform them that they can return it for an exchange.
What is the email address you can email to cancel an order if you're getting an error message on LF?
oodiecancelorder@lflogistics.com
When do we use the General Enquiry tag?
The General Enquiry tag is used for non-specific matters. This can range from a customer enquiring about our product/websites, to a customer wanting to collaborate with the company and also those emails that are blank / have no content.
You would also use the tag when the customer is enquiring about their order/shipping confirmation email, how to subscribe/unsubscribe or reporting a scam
Why do we offer Return or Exchange?
Change of Mind - like the product, but just want a different style or different product, or don't think it is suited for them
Dissatisfaction - aren't happy with the product they received, don't think it's worth the money, something wrong with the product
Gift - many orders are placed as gifts, and the recipient may or may not like the choice the gift giver has chosen for them
When do you use the SHIPPING - Tracking Number Invalid macro?
This macro is used when the customers receive their shipping confirmation emails and the tracking numbers are not working This can also occur if the numbers are not updated in the courier’s system.
How do we lodge an enquiry for Missing Items for our Australian Customer?
Pick Pack errors must be reported to the 3PL (Australian Fulfilment Centre)
To inform LF, follow the prompts on the TEMPLATE - LF Enquiry macro
To keep track of the enquiry, copy the Gorgias ticket link and enter it as an internal note on the customer’s ticket. Also, copy the customer’s ticket link, and enter it as an internal note on the enquiry ticket.
You cannot proceed with the replacement UNTIL LF confirms that there has been a pick pack error.
Why do we offer Cancel and Change to our customers?
Change of Mind: may have decided they prefer another pattern or have seen a new design they hadn’t seen before
Incorrectly placed: the customer accidentally placed an order with incorrect items or values
Funds: sometimes customers’ financial situations have changed, and no longer able to keep the order
Give two scenarios that would be good opportunities to cross-sell
When the customer expresses interest in a certain product. Either when enquiring about a discount or design specifications.
When confirming a customer’s order
Resending order/ shipping confirmation emails
When the customer emails in complementing an Oodie product
How do we resolve Return and Exchange?
• Find Order & Confirm Eligibility
• Create a Free Return Shipping Label
• Inform Customer
• Await Customers Response & Action
• Business Action - Refund or Replace
How do we identify a ticket that belongs to the Where Is My Order (WIMO) tag?
The customer has placed an order and is inquiring about the status of their order
It can be either in-stock or pre-order
Can be in the form “Where is my order?”, “Has my order shipped yet?”, “When can I expect delivery?” and many other ways
Orders can either be in processing, delayed, lost in transit, delivered or returned to sender.
How do we resolve Incorrect Orders?
Locate order
Confirm products (SKUs) and number of items in the order
Request photos (if not sent already)
Evaluate photos received
Lodge enquiry with the fulfilment centre and report the issue
Organise return
Organise replacement
If an order is not visible on the 3PL for an address change where do we lodge an enquiry and how long do we need to wait?
CS x OPS Comms and 90 mins
We have a new customer portal that customers can log into to view their order details linked to their Shopify profile. Briefly explain how customers can access it.
On the website, they are able to click the little person logo on the top right-hand corner of the screen which will prompt them to enter their email address.
After they have entered their email address, they will be emailed a one-time code that will need to be entered into the website to log them into their account.
The account will show all orders linked to their email address and include order details commonly found on Shopify.
How do we create a Return Label when a customer purchases their Oodie goodies from our AU website and ships them to NZ?
1. Go to the tickets page in Borderless
2. Click "Create New Ticket" on the top right-hand side of the page
3. Paste the template in the type box
4. Fill out the template
5. Click send
6. Copy the ticket link and paste it as an internal note in the customer Gorgias ticket
7. Return label will be sent in the Borderless ticket, check the following day.
8. Download the return label and send to the customer in Gorgias
How do we resolve a WIMO ticket?
Locate the order on Shopify
Confirm all the items in the order and the dates of when the order was created and fulfilled or shipped to verify delays (if any)
*Note: checking the dates is really important as there are delays at times and we have to apologise for it
Check for picking and tracking status. Checking the tracking status gives a clear idea of what is happening with the order as some get lost in transit, some may not be delivered within the quoted timeframe, or there is a warehouse delay.
Inform the customer accordingly using the appropriate macro(s)
If required: lodge enquiry
What is the difference between a Pick Pack Error and a Barcode Error?
Pick pack error
The barcode on the package matches the incorrect item
This means that there was a human error in the pick-pack process
Barcode error
The barcode on the package does not match the incorrect item
This means that there was an error in packaging by the manufacturer. This is a bigger issue as it means that a whole batch of Oodies could have been mislabelled
List 3 reasons why orders cannot be found on the 3PL
The order has a pre-order item
The order has an item that is out of stock/ oversold
Unknown. If unknown, you must investigate by filling out the CS x OPS Comms Sheet