RETURN/ EXCHANGE
What does the macro RETURN - Not Eligible states?
It tells the customer that we are unable to accept their return at this time due to the item not being in a new condition and the swing tag is not attached. Also states that if they are able to find someone to give the item to or could donate it to a local charity
What is the macro that we send to the customer when the ticket opens up but there is still no response from the inquiry that you lodged?
FOLLOW UP - LIT No Response
When do we send the macro REQUEST - Influencer/ Collaboration to the customer?
This is when a person or influencer emails in wanting to work with us and promote us on social media in exchange for free products or paid partnerships (cash)
What are the 3 types of fault?
Minor Fault, Significant Fault and Extreme Fault.
What is the macro that we send to the customer that wants to add a Limited Edition Oodie Design in the Twin Pack Bundle?
LIMITED EDITION - Bundles/ Change
- Should be in a new condition i.e, swing tag should be attached along with the ribbon
- Should be within 30 days of receiving the item.
- Should not be marked as nonreturnable.
What is our covered express shipping in Canada?
1 to 4 business days.
For customers that want to place a bulk order, do we still direct them to faire.com?
No we are no longer doing that.
What macro do we send the customers when the photo that they sent is not clear enough?
FAULT - Requesting Clearer Photos
What macro states that we are unable to include a message or notes in our orders?
GIFT - Enquiry
What is the reason for the discount when dealing with returns and exchanges process when we creating a replacement or a refund?
Returns - RETURNED
Exchange - EXCHANGE
An AU customer ordered on the 17th of July but the order was still not shipped out by the 21st of July and they emailed in enquiring about their order. What macro will you respond to the customer?
DELIVERY - Not Sent (Fulfilment Delay Within 8 Business Days)
What can we find in our Stock Enquiry Sheet?
All SKUs and all discontinued products.
What is our warranty?
8 months
Name the macro that informs the customer that we are unable to allow our customers to collect their orders directly from our fulfillment centers.
STOCK - Collect From Fulfilment Centre / ADL Black Forest
Explain the process of creating a returns label for NZ customers that ordered through our AU website.
- First, create the order on B360, you will get the customer's details from their order on shopify.
- Click on AUTO FULFIL to create the order. The status should be READY FOR FULFILMENT.
- We will then cancel the order after creating the order.
-Once we cancel the order, refresh the page to see the RETURN option.
-Click on return to create a return order.
-Keep refreshing the page until we can see the shipping label under the GVR number.
-Save the returns label and send it to the customer.
Complete the macro below.
Unfortunately, as we use a contracted fulfillment partner, our system is unable to facilitate ******** orders to multiple addresses.
Split shipping
Where do we login to unsubscribe a customer from our SMS marketing?
We login to Postscript.
What are the 2 questions in the macro QUALITY - Smells Chemical?
1) Did your Oodie arrive vacuum sealed? If so, how long ago did you unpack that one?
2) Have you washed your Oodie? If so, how did you wash it?
An AU customer emailed in and mentioned that they received their Oodie and are wondering if it belongs to us because the logo in the Oodie is OO
DESIGN - New Logo
In which regions did we launch our Taco Collection?
AU, NZ, CA, UK, US, EU
When did the National Avocado Day Promotion end in AU, NZ, UK and EU?
It ended on the 1st of August.
When did we launch the Samezu Shark Oodie?
July 26th
Is our Libra Oodie available in our Twin Pack Bundle in the AU?
Yes
True or False
The WINTER/ SUMMER discount code is applicable to our Barbie Collection.
FALSE