Tools
Mention 2 tools we use daily
Central
Salesforce
Mydive
TW website
Courier's website
Etc
Provided to Customers for one time use. Ex. $25, $20
Promo Code
Give 3 shipping carriers
Allied Express
Australia Post
Hunter Express
Couriers Please
Aramex
Designer Transport
Team Global Express
TW
2 examples of non returnable items
Mattresses and certain bedding—pillows, quilts, duvets, mattress toppers, protectors and underlays.
Made-to-order products, including made-to-order vanity items.
Personalised items.
Clearance items labelled “clearance” on the website.
Compressed or vacuum-sealed products.
Seasonal products.
Gift cards.
Incorrect product information is provided to the customer before the order is placed
Misinformation
Sales Panel
1 example of presale enquiry and postsale enquiry
Pre:
Product Information
Account Details
Billing/ Invoice Concerns
Pre dispatch enquiry
Process Clarification
System Issues (checkout)
Post
Product Assembly
Post dispatch enquiry (ETA, Lost, Undelivered, Incomplete boxes)
Cancellations
Returning an item
Damage/Faulty product
Escalations & Legal Threat
The item requires collection due to being faulty. Item was shipped via Australia Post, package dimensions are 115 cm x 30 cm x 20 cm. What carrier should we use for collection?
Allied Express
Differentiate Change of mind vs Buyer's remorse
COM- Purchases you've made in error
Buyer's remorse- sense of regret after making a purchase
Damages process workflow in order
Assessment
Confirmation
Resolution
What is an indication that an order is "Business or Trade"
There is a border with a pink background indicating it as a Trade Order
Typically contain specific product details, usually following a pattern such as item code + color + size.
MPN Codes
Once the resolution has been processed, when do we need to lodge the RTS?
If there is a tracking number
For Milan direct items - If no response is received after 2 business days after we process a cancellation request, we need to send an email to
warehouse@templeandwebster.com.au
Difference between warranty vs Guarantee
Consumer guarantees are legal rights and protections afforded to consumers when they purchase goods and services
Warranty is a company’s “promise” to every customer, telling them that if there is any problem with their product, the company will have them covered.
What are the 3 product statuses udner product quick status?
Live
Admins can sell
Discontinued
Define Dropship suppliers, Private Label and Bought Stocks :)
Dropship Suppliers: Products listed on our website but owned, stored, and shipped directly by external suppliers.
Private Label (Milan Brand): Acquired Brand on 2015. Products we own, brand ourselves, and stock in our warehouse.
Bought Stock: Products sourced from suppliers, held in our warehouse, and resold to customers.
Tracking scans update in Australia including WA
1-2 business days
up to 4 business days -WA
3 benefits for Customers who add Purchase Protection to their cart?
100 days returns from delivery date
Refund guarantee
Rapid Re-order
Difference between Pick&Pack and MPN issue
Pick & Pack Error: Compare the received item and MPN with similar PDP variations. If the received item matches another variation listed on the website, it likely means the supplier shipped the wrong variation of the product.
MPN Issue: Check for mismatched MPN logic across product variations
Temple & Webster’s guided Customer Care tool for processing customer order resolutions. It takes consultants through a series of questions and steps to capture the issue and process a suitable outcome.
Uber Wizard
What does TASSC stand for?
Thank
Answer
Set Expectations
Self Help
Case Number
What are the four stages in a customers T&W order journey, listed in the correct order?
Order Date
Dispatch Date
In Depot
Delivered
What are the 3 Change of Mind Return checklist?
Item returnable
With purchase protection
Within the 30/60-day return period
For damaged or defective items, the hierarchy of resolution is the order consultants follow when considering a suitable outcome. What are these? in order :)
Replacement Parts → Replacement Unit → Discount to Keep → Full Refund