Shutterfly Customer Service Flashcard

Front

What is the keyboard shortcut for clearing cache and cookies?

Back

Ctrl+Shift+Delete

Front

How often does a customer have to make a purchase to keep their Shutterfly account considered ACTIVE for photo storage purposes?

Back

18 months

Front

What should you do if Jenny asks you how to place a Bulk order with Shutterfly?

Back

Guide her to the Bulk Photo Books page, then transfer to the Yearbook queue if she has further questions.

Front

What pieces of information are phone agents required to ask the chatter at the beginning of the contact?

Back

The chatter's First & Last Name and Email

Front

TRUE or FALSE

Back

FALSE

Front

The recipient of an order calls because they received a damaged package & product. The recipient would like a replacement order (reorder) sent to a different address. Can they reorder with address changes?

Back

No, reorder lost or damaged orders (without changes) & ship to same address at zero cost.

Front

According to Troubleshooting: App Edition, what is the 3rd step in troubleshooting connectivity issues on the SFLY Mobile App?

Back

Restart Device

Front

Which of these is NOT an acceptable file format when uploading photos on shutterfly.com or through the Shutterfly Mobile App? JPG/JPEG, HEIC/HEIF, GIF, PNG

Back

GIF

Front

Customer called in to report a damaged photo book. The package was smashed, resulting in the top right corner of the book cover to be damaged. Per the Accommodations tab, you place a reorder for the customer that is expected to arrive on 7/1/24 using Economy shipping. Which is the most appropriate note?

Back

Cx says their photo book was delivered damaged. The box was smashed in the top right corner, which is where the damage is located on the book cover. Placed reorder with Economy shipping & advised of confirmation email.

Front

True or False

Back

False