MY EXPERT RECOMMENDATION- PROCESSES & PLATFORMS

I visited your Australian website https://www.thursday-boots-australia.com/mens-c-1.html, which displays prices in AUD. It looked like you were running an exclusive sale, so I purchased 5 pairs for my family. I’ve been waiting for the tracking details—can you please advise?

Select all expert recommendations.

• Inform the customer that the website they visited is an unauthorized seller of our merchandise. Aside from Amazon, our only official website for purchasing products is Thursday Boot Company | Handcrafted with Integrity.

• There are exclusive links for Canada, the UK, and Australia, and the link the customer used is legitimate. We need to investigate why the customer hasn't received the tracking details yet. Set the expectation that they will receive the tracking information within 48 hours.

• Apologize and inform them that we’ve flagged the issue to our team, who will work on getting the site owners to take it down. Advise them to contact their bank immediately to request a reversal of the payment transaction.

• Inform the customer that the website they used is unauthorized. To protect our brand, offer to send out their selected items or provide a refund for the amount they paid.

• It's a legitimate website and order. The main issue is the missing tracking details. Investigate through the DHL website to determine why the tracking information hasn’t been provided yet.

Answer explanation

We heavily rely on you to thoroughly investigate what happened, as this could have costly consequences for both our customers and our brand. There are many bad actors out there, and while the fight against them isn't easy, the best way to eliminate them is by being vigilant in validating and educating our customers.

Hi everyone, I'm a bit embarrassed to say that I'll be returning the items I purchased from you two weeks ago. The event I was planning to attend got canceled, so I don’t have a use for them anymore. Can I request a refund?

Categorize where can the customer process their return.

Groups:

(a) Thursday Returns Portal

,

(b) Kato Website

,

(c) Yellow 108 Website

,

(d) Unbranded Website

• 
• 
• 
• 
• 
• N/A

Answer explanation

For returns & Exchange: Not all items is processable in our website especially Thursday Friends items. Always be sure to check the confluence where they can proceed with their request.

Filson and Unbranded products - via the Thursday Boots Return.

Portal Kato products- via Kato’s website here or contact their customer support at [e-mail].

Yellow 108 products - via the Yellow108’s website, Contact – Yellow 108 | Sustainable Headwear + Accessories.

I received my package today and was asked to pay an additional CAD $38.56 in duties and taxes by CanadaPost. I explained that I had already paid these fees as part of my order and provided a copy of the invoice from Thursday Boots. However, CanadaPost informed me that they couldn’t assist further and that I needed to pay the additional charges to avoid having the package shipped back. Unfortunately, I had no choice but to pay again. Could you please investigate this and let me know if I can expect a refund for the additional fees I paid upon delivery?

What's your expert resolution? Select all the apply.

• Check Shopify to see if the order was shipped DDP (check the shipping details to see if taxes were paid)

• Once DDP shipping is confirmed (via Shopify), ask the customer to forward an image of the invoice sent by their local customs or local courier as well as their PayPal email so we can submit the refund via PayPal

• Once the image of the invoice is received, post the necessary details in slack to the PayPal request channel, including the image of the invoice paid by the customer.

• Once the image of the invoice is received, post the necessary details in slack to the 3pl channel, including the image of the invoice paid by the customer

• Our system doesn’t make errors like this—since the order is heading to Canada, it’s automatically DDP. Apologize to the customer, as this might be a scam by their local courier, and issue a refund through the PayPal request channel.

Answer explanation

You’ll often encounter situations like this. Even if customers have paid taxes and duties upfront, there are instances where it’s not captured correctly. To ensure accuracy, double-check their order in Shopify to confirm if the payment was recorded. Once confirmed, ask for the receipt or invoice showing the amount they paid, and submit these findings and documents to the PayPal Slack channel.

The customer replied to CJ’s email, stating, "I’ll take a store credit instead of an exchange."

What's your expert resolution?

• Since CJ originally sent the email, reassign the ticket back to him and inform him of the ticket details, including the SLA, via Slack.

• Let the customer know that we can’t update the existing request since the return is already in progress, and ask them to wait for a restock.

• Let the customer know that we can only issue the refund via the original payment method, as the return is already in progress.

• Post an inquiry in the Slack 3PL channel, indicating that you received a reply from CJ's outreach that requires his immediate attention.

• Remove the item (exchange item) in Loop, choose store credit, and save the changes. Once done, you may respond to the customer's email about the refund expectations.

Answer explanation

It's still within our scope to respond to customers who reply to CJ’s out-of-stock reach out. They may let us know that they’re willing to wait for the restock, request an exchange for a different size or style, or ask for a refund.

I’d like to split my payment between two credit cards, but I don’t see an option to input my second card. Could you please assist?

• Let the customer know that they can use two different cards for payment. They can use one card as the normal payment method and the other by entering it in the gift card code box.

• Inform the customer that we are unable to split payment between two cards and that they can only use one card to complete the order.

• Inform the customer that we cannot split payment between two cards at this time. However, they can use one card to purchase a TBC gift card for half of the total order and then complete the purchase using the other card along with the TBC gift card.

• Offer PayPal’s “Pay in 4” option. It’s a better recommendation because it allows them to split the payment into 4 installments over different monthly intervals, not just 2.

• We can handle split payments in Shopify. Offer to create the order on behalf of the customer and then send them an invoice to complete the payment.

Answer explanation

Currently, our system does not support splitting payments between two methods. However, we can make an exception in this case by recommending they use the first credit card to purchase a gift card, apply that gift card to their order, and then pay the remaining balance with their second credit card.

The order cancellation request has been successfully processed.

What should we set as an expectation to the customer regarding their refund.

• "You should receive an email confirmation for this shortly and should also see the refund clear within the next 2 to 3 business days and up to 10 business days if you used Klarna as your method of payment."

• "Your order has been successfully canceled, we didn't fully charge your card since the purchase was not finalized, we're releasing the hold now, and you should expect the refund in 2-3 hours"

• "The refund should clear within 2-3 business days if you paid using PayPal, but up to 10 business days if you used PayPal Pay In 4 as your method of payment."

• "There was an error with processing the refund which prevented it from being submitted to your original method of payment.

  In the meantime, we do have the option to resubmit your refund through Store credit. If you would like to go with this option, I can issue this right now."

• "Your refund has been successfully issued. Please check your PayPal account to see if the funds are now reflected."

Answer explanation

Heads up! This is a common markdown. When issuing a refund, be sure to double-check the payment method and provide the appropriate expectations.

In this case, PayPal was used, so make sure to adjust the template accordingly.

Lastly, Don’t forget to attach the screenshot of the refund details from Shopify’s timeline to your response.

Exhibit 1. https://drive.google.com/file/d/1PuApJfGDCRYt3am0vd0KIQQJ9hXYNkC9/view?usp=drive_link

Exhibit 2. https://drive.google.com/file/d/1ZkmuQu7R_0mrsg_JU66a31xmalflapXB/view?usp=drive_link

Exhibit 3. https://drive.google.com/file/d/1FVA9aV1-WpHkV2NmJmBkSGPwmBvM194M/view?usp=drive_link

Customer concern: The customer inquired on February 19, 2024, about why they still haven’t received the order details after several days.

Additional info: The order is in standard shipping (3-5 business days)

SPOT THE MARKDOWN!

• The markdown here is the opening statement, which comes across as unaccommodating and lacking in concern.

• The markdown is in the terminology used for expectations. February 20, 2024, should be the delivery date, not the fulfillment date.

• The markdown here is regarding the date provided to the customer. The order was processed on Saturday, Feb 17, 2024, so the 3 business day fulfillment period should start on Feb 19, 2024, Monday, and end on Feb 21, 2024, rather than Feb 20, 2024.

• The markdown is not issuing a refund for the shipping fee despite the order being delayed.

• The markdown is not proactively sending the order details to the customer.

Answer explanation

If you can identify the correct resolution, you should also be able to spot what's wrong.

In this case, the order was placed on Saturday, February 17, 2024, and since we don’t process orders over the weekend, the 3-business-day fulfillment period should start on Monday, February 19, 2024, and end on Wednesday, February 21, 2024, rather than February 20, 2024, as mentioned by the agent.

We need to be precise with the dates we provide, as customers rely on them to be accurate.

Sorry, meant to do this sooner but had an emergency. Now it says that my return label has expired. Can you send me a new one, please?

Select the correct steps out of these options.

• Since the customer mentions "emergency" which falls under Extenuating Circumstances, you may reactivate the order number in loop and reprocess the request via the returns portal to generate a new return label.

• Since the request is beyond the 30-day return window, you may ask for images and use the article (in Confluence) "Over 30 Days | Basic Returns & Exchanges" as a reference.

• After obtaining the images and confirming that the pair is still in good condition, proceed to Loop, cancel the previous return request, leave a note, assign the order number to the whitelist, and reprocess the return on behalf of the customer via the returns portal. Finally, respond by sending them the new return label.

• They had their opportunity, but the 30-day return window has now passed. Unfortunately, we cannot accept the return at this time, regardless of the reason. Please reiterate our returns and exchange policy and apologize for the situation.

• Let’s demonstrate our consideration by sending them a new manual return label. Set the expectation that they can disregard the first one, as it has already expired.

Answer explanation

It’s essential to verify the condition of the boots if the return already exceeded the 30-day window. While the customer's reasons are important, our policies take precedence. Our actions will depend on the findings from the images they send, so be meticulous in your observation and attention to detail.

I recently purchased a pair of shoes and would like to exchange them. Although the order is still within the 30-day return window, I've worn the shoes once outside. What are my options?

• If a customer confirms the shoes have been worn, request images to assess the condition of the pair. If you're unsure how to classify the condition, you can seek guidance in the ask-sme channel or refer to the "Boot (Sneakers) Return Classification" article on Confluence for reference.

• If a customer confirms the item has been worn—whether it’s been worn once or multiple times, and regardless of whether it’s within or beyond the 30-day period—you don’t need to request images to check the condition. Instead, use the "Worn Items | Basic Returns & Exchanges" template and offer the one-time courtesy options.

• Since the order was placed within the 30-day return window, you can go ahead and assist the customer with their exchange request. Initiate the exchange via the Returns Portal on behalf of the customer.

• They can still exchange it but set an expectation that they should pay a restocking fee of $20 for the exchange. Once they agree, you may proceed with the exchange on their behalf.

• Unfortunately, we can no longer accommodate the request. We can offer them one of the following options:

  • $50 off a new pair of boots or $30 off a new pair of sneakers.

  • 50% off the original price of a pair of Factory Seconds.

Answer explanation

Provided that the customer confirms it has been worn. Regardless of whether it has been worn once or multiple times or if it is within or beyond the 30-day period, we no longer require images. Although, we should continue to ask for images for over 30-day orders that are unworn.

I live in NYC and I'm planning to exchange my pair for a Black Ryder in size 12. Can you check the store inventory if it is available? I don't want to waste my time visiting your store if the item is not in stock.

• Check Channel Ape to see if the item is available in our retail store inventory.

• Raise a query to the 3pl channel in Slack inquiring about availabilities.

• Inform the customer that since the retail store is separate from our online store, we are unable to view their available inventory. You may inform the customer of the store number and operation hours and encourage her to check with our team at the store before visiting.

• Inform the customer to write to retail customer service to check our available stocks.

• Let the customer know that exchanges cannot be done in-store. All returns and exchanges must be processed through the returns portal.

Answer explanation

While we’d like to assist, our tools are limited to checking the availability of inventory in our online store only and do not cover retail store stock.