Activity Time: Updates

"I received my order but the creamer and jar is missing. I ordered the Ritual Set."

Question: Where do you process the replacement?

• Zendesk

• Reach out to an SME

• Shipbob

Answer explanation

If the replacement includes a jar, use SME help so they can reach out to our backend team.

Customer wants to cancel the second shipment charged less than an hour ago, what is the appropriate action?

• Encourage the customer to keep the product

• Provide the return loop link

• Cancel the order immediately and process the refund

• Escalate the request to SMEs

For order cancellation, which of the following is NOT an exception that requires escalation to SMEs?

• The customer brings up BBB complaints or legal threats

• The customer will be travelling

• The customer requests an exchange

• The customer is extremely upset

Answer explanation

If an order was charged more than an hour ago and customer wants to cancel it, what should you do? Select all that apply.

• Encourage the customer to keep the product

• Provide the return loop link

• Escalate the request to TL/SMEs

• Cancel the order immediately and process the refund

Where should we process the replacement if the customer's order has a missing coaster, spoon, and scoop?

• Zendesk

• Escalate to SMEs

• Shipbob

Answer explanation

Replacement for freebies only (excluding jar) can be processed by reps in SB manually.

If you canceled and refunded a customer's first order, what additional action should you take?

• Only cancel and refund the order without further action

• Inform the CX of the next shipment

• Direct the customer to the portal

• Cancel the subscription

Answer explanation

If we canceled their first order, we should CANCEL their subscription unless the customer specifies that they want to cancel only the first order for reasons such as being out of town etc

What should you do if a customer requests a refund/return for a delivered order over 30 days? Select all that apply.

• Provide the return Loop link.

• Add the order to the Allow list in Loop,

• Inform the customer of our Return policy.

• Encourage the customer to keep the product.

If customer requested to cancel, refund/return the order, when should you encourage the customer to keep the product and provide reassurance about its benefits? Select all that apply.

• For orders charged more than an hour ago

• For orders that are in transit, or delivered outside 30 days

• For orders charged less than an hour ago

• For all orders

Where can a customer update their payment method if they're using Shop Pay?

• Website

• Escalate to Lexi for callback

• Rep can assist and update it in Recharge

• Shop Pay

Answer explanation

https://support.getrecharge.com/hc/en-us/articles/18397767868311-Shop-Pay-payment-method-not-updating

Customer received their second order and contacted us because the free gift is missing. Shipbob doesn't show any freebie. You processed a replacement for mushroom bracelet. We will choose CAF for contact resolution.

• True

• False

Answer explanation

This is considered as courtesy replacement since SB isn't showing a free gift/freebie.