Test tuần 13/2024 - AR

When customer provide this URL https://bodykun.store/

How can you find Shopify domain?

• Patiently ask customer give correct Shopify domain

• Paste bodykun.store on Shopify Partners

• 1. 1. Add /admin after the URL

  2. 2. Result URL will be https://admin.shopify.com/store/body-kun-store

  3. 3. Domain will be: body-kun-store.myshopify.com

• Ask TS call API to check

After choose Grid style, review box show as screenshot https://prnt.sc/API-USas3vEq How can agent support to show review box as correct layout https://prnt.sc/Lb0kJmCsnowG ?

• It's because theme layout, ask TS to support

• It's because theme layout, guide customer contact theme

• Reload the app and front store to sync new settings

• Online store > Customize theme > Select page > Review box section > Tick option 'Make section margins the same as theme' https://prnt.sc/B6ZbMdqXjGRW

Customers do not see old orders in-app to send email review request

• From the newest version, app does not sync old orders. CS need to ask CA and pending DEV to request sync old orders case by case

• Admin tool > Sync orders > Select 'Sync old orders'

• From the newest version, app does not sync old orders. Post on TS sheet to ask TS sync for customers

Email is required when importing reviews via CSV

• False

• True

Customer wants to get a refund because she does not have any sale yet. What should the agent do first?

(choose correct answers)

• Approve her request and send chat to CS box immediately

• Make sure to have store domain and latest invoice that shows charge cycle before forwarding to fulltime

• Suggest Free plan, customer can continue to use the Paid plan when the store is ready to sell.

• 1. Reject because we do not refund after trial period

• Guide customer to uninstall to auto deactivate charge for not receiving upcoming invoices

  We will communicate via her mail (confirm mail address she prefers to contact)

In-app contains 154 reviews but Google Shopping only shows 36 reviews for my store. What are the reasons?

(provide all information that you could provide customer)

Evaluate responses using AI:

OFF

From 0AM to 8AM, which cases that you can contact TS?

(choose correct answers)

• All stores bugs

• Customers don't want to wait

• Customers threat to leave 1* review

• Google Shopping and Google Snippet cases

• Bugs negatively impact on the store

Actions with a ticket from Shopify?

• Check and reply as normally

• 1. Check if it’s the original ticket, add mail customer and response to check as usual

• Forward to CS box

• Add mail and forward to CS box

Customer is running ads but our app widget impacting store's sales. Kindly note all actions you should do to make the case resolved soonest.

Evaluate responses using AI:

OFF

Customer has 5 stores using Ali Reviews. They want to have discount code, what should agent do?

• Deny because we don't have promotion code for now

• Ask customer wait and pending fulltime

  as they have > 3 stores

• Deny and suggest $1 offer program