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WorksheetsKC 33
Total questions: 10
Worksheet time: 50mins
I received a Facebook comment inquiring about the availability of a certain product, you found out that it is currently out-of-stock in the Seller Central, what other options can you offer to your customer?
I will use the TextExpander Macro to inform the customer that it is currently out of stock and that we do not currently have the estimate date of restock.
I will also offer to put the customer to our waitlist so that they'll be informed as soon as it arrives.
I will track the ticket in both the General Follow-up tracker and the OOS waitlist Tracker
I will route the customer to our DTC site when necessary
What would you do if you saw that the email of the recipient in Ameyo or in Zendesk is addressed to mailer@shopify.com?
I will leave it as it is since this was the customer's email address.
I will edit and change it to the customer's correct email address. This would help send my responses in a timely manner and would allow the system to send the survey automatically.
I will take a screenshot of the customer's email and report it to the Ameyo-concern Issue channel in Slack
I will report it to my Pod lead, SM, and the Tech Team.
FBM Unshipped Orders - via Amazon: What causes the “Unshipped Orders” to increase?
OOS in FBA or Amazon Warehouse Issue
We don't know.
ASIN is active.
OOS in FBM or FBM Warehouse Issue.
Customer Escalation Slack Message: If the information is unavailable, what do we need to put in our escalation?
Order ID: N/A
Order ID: N/A, pre-purchase question
Order ID: NONE
Order ID: Pre-Purchase inquiry
Personal Injury and Property Damage: If a customer tells you that they'd be sending the product back to us, what would you do. Choose all that applies.
I will inform the customer that there is no need to return the item/unit back to us to avoid further inconvenience oh their side.
I will create a UPS shipping label for my customer.
I will escalate it to Erin and COA team to wait for approval.
I will advise the customer, using the pre-approved template, to return it to Mairead Blue 85 West Street Suite 4, Walpole, MA 02081
Whenever submitting an escalation in slack, we must attach a PDF of the full customer conversation.
TRUE
FALSE
MAYBE
In Account Health checking, you can now see the purchase date and order IDs of those Return Feedback in the VOC section.
TRUE
FALSE
MAYBE
If the customer is seeking to make a bulk purchase for a charity or donation, treat this as a general bulk order request and continue to raise to the brand channel for approval.
TRUE
FALSE
MAYBE
There is no need to raise the donation requests to the brand channel, but instead please note them down on our Charity/Donation Requests tracker.
TRUE
FALSE
MAYBE
What would you do if you saw that the email of the recipient in Ameyo or in Zendesk is addressed to mailer@shopify.com?
I will leave it as it is since this was the customer's email address.
I will edit and change it to the customer's correct email address. This would help send my responses in a timely manner and would allow the system to send the survey automatically.
I will take a screenshot of the customer's email and report it to the Ameyo-concern Issue channel in Slack
I will report it to my Pod lead, SM, and the Tech Team.
