When should we add the BMs as followers in a Zendesk Ticket?

• In a standard escalation, the BMs need to be added all the time.

• There is no need to add them in a standard escalation that a COA can handle.

• We never add BMs as followers in a Zendesk escalation.

• We only add them to all standard escalations, for FYI.

Tags

BMs

How do we handle FBM cancellations correctly?

• We should cancel it by clicking "Accept Cancellation."

• We raise the concern directly to the brand channels.

• Inform the COA and BA right away.

• We don't need to do anything, we just have to note on the ticket the customer wishes to cancel his FBM order.

Tags

FBM

When escalating in Zendesk, this information needs to be saved in the internal notes. Select all that apply

• Concern, Purchase, ASIN/SKU

• Full Product Name, Date of Purchase, Order ID

• Issue, KEY ASK

• Ticket number, Customer's name and address

Tags

zendesk

When a customer reaches about duplicate items in their order, which tracker do we need to use until we have the tracking automated in Zendesk?

• Duplicate Items - All Brand Tracker

• Mixology & Craft- Duplicate Tracker

• Review Management Tracker

• All Brands Replacement Tracker

Tags

zendesk

What do we do with communications that have Karen Sliver and [e-mail] involved? Select all that apply.

• Disregard and do not escalate in Zendesk.

• Upload any wholesale or bulk order requests to the Monday Board.

• Escalate the issue immediately to BA and COA

• Track all communications in the tracker.

Tags

b-six

How do we communicate NCX issues moving forward?

• For all NCX escalations moving forward, we must create a manual ticket and assign the BM and COA as a follower so they would also receive the notification in the future.

• We still do the same process, post the contents of the NCX issue in Seller Central and raise it to the brand channel.

• No escalations are required. The BM and COA should already be on top of this.

• All NCX escalations will be synced up in Zendesk. All we need to do is to add the BM and COA as a follower so they will receive notifications.

Tags

NCX

These are some of the instructions when customers complain about their VEVA filter Shutting off.

• Check the power cord. Is the cable plugged in? If not, plugged it into the proper power outlet. Another possible cause could be a damaged outlet.

• Try plugging in the power cord in another outlet. Still not working? The other possible cause is the incorrect power rating. Power rating is the total electrical power needed for the regular operation of the filter. To ensure the proper operation of the filter, make sure the outlet has the correct rating.

• In case of a damaged power cord, discontinue using the system and send us the picture of the said damage.

• Our Veva 8000 Filter System must be connected directly to a power outlet that gives 210 volts. That's the standard American outlet to turn your filter on.

The link for VEVA's warranty.

The glue boards were missing from my package. What will you do?

• Send replacement glue boards

• Processed a 20% discount for the missing glue boards

• Send a replacement for the entire device.

• Advised customer to buy any glue board on Amazon

I received two Katchy UV traps today and one of them was defective when I used it.

• Refer to Amazon Customer Service

• Advised to follow troubleshooting guide.

• Processed a refund.

• Sent replacement.