KC 56 POD 13

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.

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

FBM

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

• 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

On the recent update, how do we communicate customer issues to the BA and COA moving forward?

• For all 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, raise it to the brand channel and tag the BA and COA.

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

• All 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.

For which brand is this update applicable for?

"As we all know, we've changed suppliers and there are new stocks (different frequency) coming in. CORs might come across requests to fulfill replacements for the newer version. We are in the process of moving some of the old inventory out of Amazon into a 3PL. Newer ones are basically in Antiope and Drive Auto but this might change in the coming weeks so watch out for any further announcements."

• Guardline

• Drive Auto

• Dark Iron Fitness

• All 3PL Brands

Guardline TROUBLESHOOTING!

Advise the customer to put batteries inside the receiver and take your receiver outside to your sensor to confirm that it's working. If the sensor and the receiver worked when they're next to each other it's ____________.

• Incorrect sensor settings

• Pairing Issue

• Interference

• Power Issue

Tags

interference

troubleshooting

Guardline: NAME THAT ISSUE!

"Every time I try to change the melody, it goes back to the default melody."

• Replacement

• Pairing Issue

• Pairing with multiple sensors

• Incorrect sensor setting