RETURN/ EXCHANGE
As per our updated SOPs, when it says has to fit in with our returns and exchange policy, what does it refer to?
•Timeframe - 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.
•Some non-returnable items include Socks, Underwear, Hair Turban, etc.
•Please check the website to confirm if they have been marked as non-returnable if unsure.
How to identify a ticket that belongs to the WIMO?
Customer inquiring about the status of the order recently placed.
•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
•Order can either be in processing, delayed, lost in transit, delivered, or returned to sender.
Why was the Change/Cancel ticket allocation introduced?
Due to the Netsuite Sync Delay
Why do we request for the tracking tag?
To help identify the manufacturer in which the Oodie was produced.
What is the recent giveaway that we have in the UK and AU?
Outdoor Giveaway in UK and Beach Oodie Giveaway in AU.
List the 3 reasons as to why customers wants to return or exchange items?
•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
What is the difference between unfulfilled and fulfilled orders?
Unfulfilled order has not started the process of picking and packaging whereas fulfilled orders are picked, packed and sent
out for delivery.
What would you do to orders that are not on pre-order but has not synced through 3pl and the customer wants to change their order.
Tag the ticket as Change/Cancel Update
What are the 3 types of fault.
Minor Fault
Significant Fault
Extreme Fault.
How many customers were affected by the UK Fulfilment Delay from the 14th and 15th of September?
76 customers
Briefly describe the steps as to how we can create a returns label for Australian customers.
•Add your customers details next to a GENERATED RA NUMBER on the Return Authorisation Presale Address Change Sheet.
•Mark 'yes' in the RA Assigned column
•Log into Parcelsend
•Click returns > create new return
•Enter Details - enter details accordingly
•Returning to: 441-469 Grieve Parade, G7, Maersk Logistics, ALTONA NORTH, VIC, 3025 (for ALL returns)
• Sender: Customer Details
•Sender reference: RA number and Order number (This is not optional! If missed out, the return will not be received at LF).
•Post: Red Parcel Post
•select Print Label
•and then Create Label
•Save label as pdf and attach to your macro response
•Paste the RA number in the order timeline on Shopify
Name the macro that have this lines.
Although these complications are completely out of our control, we wanted to apologise for this delay and any inconvenience caused. We value our customer experience very highly and wanted to get in touch with you as soon as possible to keep you updated.
DELAY - Pre- Order Delay
Do we snooze those tickets tagged as "Change/Cancel Update"?
No, we do not snooze them.
What are the 2 options that we provide to the customer that has a significant faulty item?
1. Partial refund.
2. Replacement
What is the new Age Ranger for Kids Oodies in the UK?
7-13 Years old.
A customer reached out to us and requested if we can exchange their Panda Oodie for a Kids Otter Oodie? What macro would you use to best suit this situation. Calculate the price difference.
•The macro used will be EXCHANGE – 1st Email (Price Change High-Low)
and the price difference will be $10 and it will be a refund.
Panda Oodie – Otter Kids Oodie
= $69 - $59
= $10 refund.
A WIMO ticket opens up after 3 days of snoozing when you lodge an enquiry but there is no response from 3pl? Name the macro that we will respond to the customer with?
FOLLOW UP - LIT No Response.
Why do we untick restock items when cancelling order?
To avoid stock count disruption and oversell
How much do we refund for a CA customer who received a significant fault?
$15
Why do we have Ticketing Fields?
Ticketing fields give us structured and accurate data which we will be able to generate actionable insights to help us improve the customer experience, spot issues faster and have detailed information on the customers enquiries.
The customer reached out to us and they want to return their Penguin Oodie for a full refund. Ava sent the first macro to ask for proof of new, a customer came back saying that they took off the swing tag while trying on the Oodie. Which macro will we use to respond to the customer and why?
The macro that we will reply to the customer with is RETURN – Not Eligible, because the swing tag is removed.
A customer reached out and asked if we could send the order that is in stock and send the pre-order item later. Name the macro that we will respond to the customer with.
DELAY - Can't Split Ship (Pre -Order)
Briefly describe when will you add the Change/Cancel Update tag?
When you send the "request to change/cancel" macro, if the order is still not in the 3pl by the time you finish your shift, add the tag and the ticket will sit in that view. The agents on shift can then monitor and update accordingly. It will be up to all agents to keep an eye on these tickets to ensure we do not miss any customer requests.
Name the macro;
This is due to the printing process changing on our Limited Edition designs, from our normal rotary print to a different technique called a digital print. The digital print allows us to print high-detail designs with a larger range of colours which is required for our Limited Edition Oodies.
QUALITY - Limited Edition Texture
What is the discount code that we use when creating a replacement for Recall Orders?
KIDSBEACH