Discount Code
A customer would like to cancel their order as they did not enter the correct discount code. How would you resolve this ticket?
Calculate the best deal and process a partial refund. Then inform the customer that this has been done and let them know that they can still reach out if they would like to continue with the cancellation
TRUE OR FALSE. A French customer would like to purchase Kids Oodies but is complaining that the Kids Oodies aren't available on the French website. The best macro to respond to this customer would be KIDS Not Available Yet
FALSE
A customer purchased an XL/XXL Avocado Dog Oodie but received an L/XL Avocado Dog Oodie as shown on the barcode. Is this a labelling error or a pick pack error?
Neither. The customer received the correct Oodie as ordered but the SKU on the barcode is wrong.
How much is express shipping in Canada?
We do not offer express shipping in Canada
A customer has added a Twin Pack and a Family Bundle to their order. However, only the Twin Pack discount was applied. Explain how you would calculate the best deal.
Best deal: Mega Pack
Amount customer paid - 359 = refund amount
TRUE OR FALSE. All products can be returned as long as they meet all guidelines of our return policy
TRUE
A customer received an incorrect Oodie but took off the swing tag before realizing that the item was incorrect. How would you respond to this customer?
Proceed as normal. We can accept this as a return as it was initially our error.
An Oodie was shipped out and was receiving scans from the courier. Then it stopped receiving scans altogether. Why did the customer not reach out?
Because they received their Oodie. It stopped receiving scans because the last scan was 'delivered'
A customer purchased Minecraft Mixed Mob Oodie for $30 and would like to change it for a Looney Tunes Classic Oodie. Since the two Oodies are both Limited Edition, the customer is expecting a straight change. List the actions to resolve this enquiry.
The Minecraft Mixed Mob Oodie is an upsell item that cannot be changed to another design.
A customer recently purchased an Oodie but before completing their Afterpay instalments, their card expired and they had to replace it. They want to know how to update their payment details so that the payments are successful and charge their new card and not their old card. How would you respond?
- Afterpay installments are handled directly by Afterpay and any payment details/ issues must be directed to them. However, we can confirm that changing your card does not affect any charges as the installments will be charged to your account and not the physical card.
An AU customer reached out to say that she received the wrong Oodie. Upon checking the order, she received the correct Oodie, and the Oodie she actually wanted has a price difference of $5. She returns the wrong Oodie and you send the invoice for the $5. The customer pays and adds covered shipping. Upon receiving the new order, she now wants to return for a full refund. Which order do you process a full refund from?
1st order - full refund
2nd order - $5
A customer ordered an Oodie to 245 Rugby St, Dunedin. The order was delivered and the customer had not received it. After investigations, you see the customer has covered shipping so you ask the customer for an alternative address. The customer replies with the address 245 Rigby St, Dunedin. It now looks like the customer put in the wrong address at checkout, which is why they did not receive it. What's your next step?
Continue with the replacement.
A customer has a Twin Pack Kids Order and would like us to honour the BOGOF Kids pricing. How would you respond to this customer?
Process the partial refund and inform them with the proper macro (DISCOUNT Forgot/ Incorrect)
A customer wants to change the payment method on her order. She initially wanted to place her order through Afterpay but after purchasing, she noticed that it was charged in full to her bank account. How would you resolve this enquiry?
Check the payment method on Shopify. If Afterpay, use the PAYMENT Double/ Pending macro.
If not Afterpay, inform her that we cannot change the payment method but we can cancel and let her re-order.
Steve (AU customer) ordered a Dachshund Oodie and received a Staffy Oodie. He is moving to NZ in a week. How would you resolve this enquiry?
Have him return the incorrect item to LF and then we'll send the correct item from our NZ site.
Lanieta bought four Oodies for her brothers. She gave one to Marcus, gave one to Jim, and kept one for herself. How many does she have left?