Zendesk
What is the correct order that we should work tickets?
Phone calls, Chats, emails
How do you create a customer account in shopify?
Go to "Customers" and hit Add new at the top right.
How do you change a customer to an affiliate?
In our admin office pull up the customer, go to Action, then User type and change to Affiliate.
Where would you go in homebase if you needed to transfer an agent?
Franchise administrator
How do you transfer a chat?
To transfer a chat - Top right corner of chat, click ACTION>Invite
If you get a customer complaining about blood on their pouches, what do you do?
Thank them for reaching out and send them the rust macro, once they send the batch number set up a replacement order
Where do you go to post order substitutions.
Go to Boxio and post in Campfire and the To-do list under pending fulfillment.
In homebase under apps and tools, find Alerts. Enter the necessary info and save.
How often should we be refreshing zd?
5 min
Which states are we not allowed to ship our products to?
Alaska, Maine, and Arkansas
How do you do a first time order for an affiliate or customer over the phone?
1. Find out who their enroller is going to be
2. Go to the replicated website of the enroller
3. Select the product that the person signing up wants.
4. Fill out the requested information and complete purchase.
How do you get Headers?
1. Masquerade into the agents account and locate the email in question.
2. right click on the email and open in new window or double click.
3. Find the "More" dropdown button and click "View full header"
What does the Play button do?
The play button will allow you to work tickets oldest to newest without needing to go back to the views screen.
There is approximately 7.5 mg of total nicotine per gram of product, measured on a wet-weight basis
Our pouches contain approximately 11.5 milligrams of total nicotine per pouch.
How does an affiliate set up their i-payout account?
1. Make sure that the i-payout selection is filled in in the back office.
2. follow the steps in the registration email to upload documents.
3. Once approved, they will be able to add their banking information.
4. bypass credit wallet to allow earnings to go to i-payout.
How do you reinstate an agent's email account?
In homebase to to franchise administrator and search the username or email address of the agent in question. Look under purged users, once found click restore.
How can you solve multiple tickets at once?
Select the tickets you want to solve, click Edit tickets button towards the top right. From the drop down menu select submit as solved.
How many c-stores carry Black Buffalo?
Currently 400, 1000 signed contracts
Affiliates need to have a certain amount of purchase volume in order to maintain rank and earn commissions. If they fail to meet that criteria they will be demoted.
When an agent says that their emails are not being forwarded, what do we do?
1. Check spamtitan to see if the email in fact did not go through.
2. If it is a Gmail, shaw.ca, or sympatico account look at past rackspace tickets for the response they gave.
3. If all else fails, send in a rackspace ticket.