09 - General Tier 2 Topics

General Tier 2
Topics

Photo Book & Calendar Contacts

On occasion customers may request Tier 1 agents to

• Assist with creating a Photo Book/Calendar

• Stay on the line while troubleshooting

These types of contacts

• Can be very lengthy AND

• Tier 1 may be asked to contact Tier 2 for additional support

Photo Book & Calendar Contacts

• Expect these types of transfers when the contact is lengthy

• Do your best to control the contact to minimize contact times

  • This can be done by educating the customer how to do the task

• Try NOT to complete the project edits for the customer

Video Plans

• Shutterfly Video Plans

  • 60GB for $19.99/year

  • 300GB for $49.99/year

  • Unlimited for $139.99/year

• Plans auto renew each year

• Some customers will ask for refunds if they were charged before they could cancel

  • Tier 2 is unable to provide Video Plan Refunds

  • Agents MUST reach out to Peer Support for assistance

Yearbooks / Bulk Books

• Occasionally, agents will get a contact on Yearbook or Bulk Books

• Unless it is a simple contact on

  • How to get to the Yearbook or Bulk Book landing page

• Phone Agents are to WARM transfer the contact to the Yearbook Queue

Yearbooks / Bulk Books- Chat

• If a customer chats in for assistance with Bulk requests

  • Direct customers to call for further assistance

  • Use QT 'AGT - Bulk Request - General Info'

• IF the customer can't call

  • Transfer case to the Yearbook Escalation queue

  • Advise that a Bulk Order Specialist will contact within
    the next 1-2 business days.

Discontinued Services

Over the course of Shutterfly's history we have provided various services that have been since discontinued

• Some of the more recent/notable services were

  • Borrow Lenses- Sold to Lensrentals on March 7, 2024

  • Design Review- April 15, 2022

  • Share Sites- March 27, 2023

  • Prepaid Print Plans- October 5, 2023

• Reference KB Article Discontinued Services [3114] for additional details & tips on what to tell customers

Macs/Mac Users

• We don’t have the ability to practice on a MAC.

• Customers may contact in needing assistance uploading photos, troubleshooting, etc.

• Here are a few KB articles that will help you guide Mac users

  • UPLOADING TO SHUTTERFLY USING A MAC [1998]

  • MAC SOFTWARE UPDATE [1201]

  • ADDRESS BOOK: HOW TO IMPORT YOUR MAC CONTACTS [1428]

Check Request Specialty Flow

• On the rare occasion, a customer may be unable to get a refund

  • Usually it is because of a voided gift certificate, old transaction (90+ days), or etc. issues

• If you are unsure if you need to process one, reach out to

  • Peer Support or Leadership

• For steps on how to process one reference

  • KB Article CHECK REQUEST SPECIALTY FLOW [2874]

GC Refund Request

• Customers may ask for their gift certificate balance to be refunded

  • Only available for GCs under a certain dollar amount

• It is a similar flow to the Promo Comparison flow

  • You will submit a request to the GC Refund Request team to review

  • If customer is eligible, they will receive a check in the mail for the amount of their GC