KC 56 POD 8

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

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

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

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

How do we handle FBM cancellations correctly?

• 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.

• We should cancel it by clicking "Accept Cancellation

Tags

FBM

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

For Melt Candle: If the customer contacts us directly, reps can replace without return without COA approval if the customer is not satisfied/unhappy with the product up to __ year.

For Melt Candle:

TRUE or FALSE (Tumbleweeds Fire Starter)

"The fire starters are made in Germany, in a little country called Belarus. They are not made in the US."

• TRUE

• FALSE

• MAYBE

Answer explanation

The fire starters are made in Europe, in a little country called Belarus. They are not made in the US.

For Nextrino: Vegan Omega 3 Supplement (60 Softgels). Select all that apply.



• Powerful: With 4 intensity levels (Low, Medium, High, and Pulse), our vibrating sphere creates the perfect amount of pressure to help relieve pain.

• Best in class formulation - Our highly concentrated softgels are packed full of 1,000mg of Algal Oil, 550mg of Omega 3's, 300mg of DHA, 150mg of EPA, and 40mg of Omega 6's. Everything but the fish!

• Why algae oil? It's like fish oil, without the fish! Did you know fish get their Omega-3 fatty acids by eating algae? Skip the fish, and go direct to the source with our Vegan Omegas.

• 100% vegan & sustainable - Our algal oil supplement is completely sustainable, vegan/vegetarian, and cruelty -free. It has zero flavors, which means no more annoying fish burps.

• Easy to swallow, small softgels - Our gel caps are so small and pleasant, you'll actually look forward to taking them - and you'll develop a healthy habit that sticks.

For Nextrino:

CAN'T REMOVE HANDLE

Give the NextRoller handle a slight turn and pull toward you. It's a pretty heavy duty device, you can give it a good tug. The handle can be a little snug out of the box, once you ______ it once it will come off easier for subsequent charges.

Answer explanation

Give the NextRoller handle a slight turn and pull toward you. It's a pretty heavy duty device, you can give it a good tug. The handle can be a little snug out of the box, once you remove it once it will come off easier for subsequent charges.