Font size
WorksheetsKC 21
Total questions: 11
Worksheet time: 40mins
Choose ALL statements that are TRUE
There are two (2) channels for each brand in Slack that we have DTC accounts for.
ALL escalations related to the brand website should be escalated in the DTC brand channel and the DTC brand manager should be @tagged
ALL escalations related to Amazon should be escalated to the non-DTC channel and the Amazon brand manager should be @tagged.
ALL escalations related to the brand website should be escalated in the brand channel and the brand manager should be @tagged
ALL escalations related to non- Amazon should be escalated to the non-DTC channel and the Amazon brand manager should be @tagged.
Thisworx: When should tag Corey Gaarn?
for escalations
for refund requests
before processing a replacement
if the customer asks how to change the filter
GUARDLINE Return Policy: A customer purchased a product past 60days and is unhappy with the product. They want to get a full refund. What will you do?
replace without return without COA approval
process the refund
contact COA or BM for assistance and approval prior to offering a refund.
ask for a photo of the product first
Scenario: You have received the same customer complaint (duplicate, damaged or incomplete order) for the 3rd time this week about a particular product.What should you do? CHOOSE ALL THAT APPLIES
raise order issues to Brand Channel (for Amazon orders)
raise order issues to DTC Channel (for non-Amazon orders)
create a HALP ticket
track it
When handling Product Reviews, how will you document it?
just leave an internal note stating you attended to it
use the Zendesk PR Macro
tag as NRN
Internal note: AM/CS: Brand: Done PR
DARK IRON: A customer reached out about the lifetime warranty, wanting a replacement for a discontinued item. What resolution will you offer?
offer a 50% refund
offer a full refund
offer a discount code for the purchase of an available Dark Iron product
raise to brand channel, tag COA
ALL BRANDS: Customer: "I have 2 discount codes, can I combine these?"
Yes
No
Raise to Brand channel or DTC channel
Probe what discount codes they have
Customer: "I would like to know the ingredients of Angry Orange. Can you help me?" - What will you do?
Send the SDS for Angry Orange
Check Zendesk for previous replies to same concern and copy the response
Contact COA Joanna
Raise to the Brand Manager Sawyer
How often should we download the Fulfillment Report to Customer Data?
Every week
Every month
Bi-weekly
only when you have time
GUARDLINE: Will we issue replacements or refunds for customers who purchased products from an unauthorized retailer?
NO. We will not issue replacements or refunds for customers that did not purchase from us
Amazon order: raise to Brand channel tag COA
DTC: raise to brand DTC channel
YES. it is our brand
A HIGH ALERT for Mayfair Brands , which is under migration, says there is a suppressed listing. What should you do?
NRN - Brand not yet supported
Create a HALP ticket
post it in act maintenance channel
relist
