Exchange/Return
Where can you find a RA number for AU Returns Labels?
Return Authorisation & Presale Address Change
What macro would you use if someone emails us providing us rates for their shipping charges?
MISC - Service Request
Which sheet do we fill for incorrect orders?
Incorrect Orders sheet.
Which sheet do we fill when we want to cancel an order that has a preorder item?
No Sheet. Just cancel the order on Shopify if it has not already synced on the 3PL.
Who was the KPI agent for the previous KPI week?
Leia - Takayawa
Which macro will we use when a customer wants to return their Avocado Sherpa Socks purchased 2 weeks ago?
RETURN - Underwear / Socks (Not Eligible)
How can you dry your Outdoor Oodie?
Dry flat in the shade.
A photo of the items that the customer did receive and the packaging that it was mailed in.
What does the macro CHANGE - Pre-Order Date Affected advise?
We are unable to edit existing orders in our system, so to make changes to an order we need to cancel and recreate the order in our backend. As such, this means the original pre-order dates will be lost and will update to the dates that are currently reflected on the website.
Emails prior to which date had a broken unsubscribe link?
25th of July.
Which macro do we send a customer when they email us saying that they had returned the order but did not receive their refund and they did not provide any proof of return?
RETURN - Refund Delayed (No Proof Of Return)
Which macro do we send customers when they complain that they are not receiving emails from us despite an agent already emailing them?
COMPLAINT - Not Receiving Emails
Name the two options provided on the macro INCORRECT - Duplicate Order?
Option 2) If you do not wish to keep the extra item/s that you have received, we can provide you with a return label to send them back to us free of charge.
What macro do we send the customer when they no longer want to cancel their order after it has already been canceled as per their request earlier?
CANCEL - No Longer Want To Cancel (Already Processed)
How many countries was the Taco & Friends Oodie launched?
6
When do we use the macro WEAR - Over 8 Months (2nd Email)?
When we have advised the customer already that we cannot accept their item for a Return/Exchange and they come back asking again.
What macro do send to a customer who is complaining that the patterns on their Oodie are not in the correct placement?
COMPLAINT - Pattern Placement
What does the macro INCORRECT - SKU Customer Fault (No Photos) state?
It advises them that they have received exactly what they ordered and to send through proof of new condition photos if they would like to exchange.
What macro do we use when a customer has mistakenly added an AfterSell item to their order and has emailed back to have it removed?
CHANGE - Remove Items & Partial Refund
Which Slack channel do we use if we have to enquire about the specs or details of a product?
#customer-new-product-feedback