Cancel/ Change
Give three reasons why an order would not be on the 3PL
The order has a pre-order item
The order has an item that is out of stock/ oversold
Unknown.
A customer emails us saying they would like to exchange their order for a different pattern. What is our first step?
Determine eligibility - checking if the order fits the 30-day timeframe, and is eligible for an exchange (i.e. not BOGOF or nonreturnable item)
TRUE OR FALSE. German customers can also purchase from our EU store.
A customer would like to keep and pay for the incorrect item. What is the discount we offer?
45%
Why is it important to NOT tick restock items?
It will interfere with stock level accuracy which may lead to oversells
What is the timeframe a B360 customer will need to wait for a return label?
48 hours
What are two reasons that might explain why a customer has not received their order confirmation email?
- Typo in email
- Email filtered to junk/ spam
9. When would you use the macro: RETURN - B360 Keeping Incorrect/Fault (1mark)
We are no longer using that macro as we have ended the temporary process.
Why do offer the option to cancel/ change orders?
Ease of ordering - customers have confidence in purchasing knowing they have assistance
shipping costs - if able to catch before shipment, no shipping/ fulfilment/ returns fees are required for an extra order
Customer satisfaction - goes above and beyond for customers and leaves them satisfied with our business
Why do we close a ticket after sending the Proof of New macro instead of snoozing?
We do not want to encourage the customer to return the item.
How do we subscribe a customer to our email marketing list?
We can subscribe a customer by first asking for their full name, email address, geo
Once you have confirmed the details above, open Shopify for the correct geo > on the left hand side click customers and add customer on the right
Enter the customer’s first name, last name, email address and then tick ‘customer agreed to receive marketing emails’
Click save and a customer profile should be created.
This will directly sync to Klaviyo and the customer is now subscribed to our marketing emails
What do we need to provide to B360 with for an incorrect item?
A photo of the incorrect item and the replacement order number
A customer placed an order 5 mins ago and would now like to cancel it for a full refund. The order status on Shopify is "authorized", "unfulfilled" and "on hold". Explain the full process of resolving this customer's enquiry.
- Once the status is "paid" "unfulfilled" and "on hold", click "release fulfilment"
- Once released, the status will be "paid" and "unfulfilled". Wait for the order to sync to the 3PL, and cancel as per the SOP. Once cancelled on 3PL, click more actions on Shopify > Cancel and refund now > untick restock items > ticket notify customer
- Respond to the customer with CANCEL Able To Cancel
What is the FULL ADDRESS that we return AU orders to?
441-469 Grieve Parade, G7, Maersk Logistics, ALTONA NORTH, VIC, 3025
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
If the customer has opted to keep and pay for the extra item that was incorrectly sent, you will need to invoice them for the extra payment. What is the name of the custom item?
Incorrect-keep