LUCKY PICK
Where do we post web error issues on Slack? And who usually responds to the enquiries?
When do we snooze a ticket for 3 days?
When we need to follow up after 3 business days with B360 or BSP if there is no update and inform the customer of the development
Difference between Fault and Quality.
If the problem looks to have been created during manufacturing and is specific to this particular item, i.e a hole in the seam or a loose thread, then this would be distinguished as a FAULT.
QUALITY problems are generally a more widespread issue which has affected multiple products from the same batch. These issues usually originate during production i.e. thickness problems or an upside down print.
Name 7 Original (Animal Printed) Oodies
Unicorn
Koala
Moose
Corgi
Quokka
Dachshund
Reindeer
Bunny
Penguin
Panda
Elephant
What Pre-Order Delay Happened on the 6th of this month and how many customers were affected?
CA PRE-ORDER DELAY and 13 customers were affected
When do we use this Macro SHIPPING - AU unable to recall order
To let the customer know that Australia Post is unable to arrange a return to sender. This macro offers a return label for the customer, so they can send it back when it arrives.
A customer emails in saying:
"Hi again, I purchased my Oodie on the 2nd of Jan, and its pocket is coming off Could you please send me a replacement"
As a CS agent, what is your initial response?
use the WEAR – Over 8 Months macro to inform the customer of the exceeded timeframe.
What are internal notes and its importance?
Notes for only other agents or personal use only - cannot be seen by customer as long as the background is yellow (eg. reason as to why the ticket is in pending, requesting other agents leave this etc.)
On B360, the tag "Shipment Enquiry", when do we use this tag?
Refers to all issues when an order is in transit. EG, tracking number not updated, no scans, LIT, delivered not received etc.
When do we use the macro PAYMENT Double/ Pending Charge?
a customer reports that they have been charged twice even though they placed one order
a customer asks if they ordered twice and when you check, there is only one order
a customer says they have been charged the installment payment, and the full payment. (i.e. if a customer pays through Afterpay, Afterpay sometimes places a pending charge for the full amount, and a confirmed charge for the installment amount which can confuse the customer)
What are the two names of the Oodie they were testing in AU?
Samezu Shark Oodie v Shark Oodie
What is the difference between a customer asking for Custom Oodies and Oodie Suggestions ?
Which of the above do we fill out the form?
Custom Oodies
This is when a customer wants an Oodie specially designed for them. They must ask to have their name printed on an Oodie, or a face, etc.
Oodie Suggestions
This is when a customer suggests that we should release a new particular design. When responding to these queries, please double check that the item isn't available on our website.
What is Cross Selling?
o cross-sell is to sell related or complementary products to a customer.
It is the process of encouraging customers to purchase products or services in addition to the original items they intended to purchase. Oftentimes the cross-sold items are complementary to one another, so customers have more of a reason to purchase both of them
Name this Macro:
The Oodies are made of both flannel and sherpa fleece.Sherpa fleece is made from polyester. We are currently looking into options to offset the impact to our beautiful world and how we can improve and lower our footprint within the fashion industry. I can assure you there are no toxic flame retardants on our Oodies as well.We started out as a small family-owned business based in Adelaide, South Australia, and are proudly Australian-owned and operated. Our Oodies are designed by our team in Australia and manufactured in China. Our customer service team is always ready and happy to help you from our office in Adelaide.The manufacturers that we use have been audited to social and environmental accountability standards - this includes an audit by Disney, who only allow their images and branding to be licensed to companies using ethical manufacturers! We have also visited the manufacturers ourselves and know that there are great working conditions and pay rates, which we made sure to invest in.I completely understand your interest and appreciate the in-depth questions you have clearly thought through. We’re mindful of people wanting to know, but we do have to take some precautions against potential competitors trying to gain information on our business for their own gain.
COMPLAINT - Ethical/ECO - Friendly
(The Oodie App) For customers requesting assistance with logins, you can advise them to?
Click forget password and reset their password
Create a new account in-app. If they use the same email address as their order, their Shopify profile will automatically link to their account.
Shipment Enquiry
Accounting enquiry
Inbound Receiving
Insurance
Pick and pack
Returns
Cancellations
Quote Request