The Hunt 071522

What should be the Inquiry Type?

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/908412080

• Cancel / Update Order

• Product Feedback

• Returns

• No Response Needed

Was the customer offered a discount? If so, how much was the discount?

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/908412080

• No

• Yes, 10% discount

• Yes, 50% discount

• No, we provided rewards points

Answer explanation

Did the agent say the right thing when he said:

"If you still wish to proceed with the cancellation, please let us know and we will take the necessary action for you."

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/908412080

• Yes

• No

Answer explanation

Agent could have checked Shopify for previous notes on customer account. Customer already called and partial refund issued. Expectations were set to customer that order will push through with the 50% discount. However, Agent still asked the customer "If you still wish to proceed with the cancellation, please let us know and we will take the necessary action for you."

What should be the Inquiry Type?

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/930340511/

• Discount

• Rewards Program

• Purchasing Filter Club

• Service Feedback

Answer explanation

https://medifyair.com/pages/rewards

Did the agent follow all applicable processes on this ticket?

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/933568009/

• Yes

• No

Answer explanation

Concern resolved on email dated June 3rd- agent still placed ticket on snooze- Agent could have left a note/ task on the ticket if he wishes to do a follow -up or acknowledgement once the customer completes the payment. (no notes/ task found)

What did the agent miss in this ticket? Select all that apply.

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/933568009/

• Adding Task for snoozing the ticket

• Failed to read related thread.

  Concern was resolved on June 5th.

• Nothing was missed.

What did the agent miss here?

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/974145832/

• Ask customer to send a photo

• Ask the customer to send a video

• Ask customer to register to our Lifetime Warranty

• Nothing was missed

Answer explanation

Note: Agent could have already asked customer to register when agent asked customer to send video. This way we already have it in our record in case a replacement is needed.

What is the TN for the UPS claim filed?

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/991193109/

• 1ZR63W660317390222

• 1ZR63W660302851216

• 1ZR63W660309093630

• 1ZR63W660300477643

Did the agent track processed replacement as per procedure?

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/991193109/

Bonus point - Update: No need to add to the tracker

• Yes

• No

Answer explanation

Not found on the 2022 Refund_Return tracker

What are the opportunities on this ticket, if any? Select all that apply.

Ticket Link: https://app.hubspot.com/contacts/14497766/ticket/977903457

• Opportunity to provide AER statements

• Failure to read the entire thread, including related tickets

• Attention to details

• No opportunities