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WorksheetsThe Hunt 03172022
Total questions: 10
Worksheet time: 10mins
How should we assist Shoplet.com customers? Select all that apply.
Assist with Product Related Inquiry and Troubleshooting
If there's a need to check for their order, you may search using their name (shipping recipient) /order ID and the order is under Shoplet.com
L2 to reach out to Christine@medifyair.com for warranty claims escalation.
L2 to reach out to gina.wesp@medifyair.com for warranty claims escalation.
Siege reached out to cancel his filter club subscription and order. How will you assist him?
Order Status: Pending with Tracking number
Select all that apply.
Tell him that we can no longer pull out the order. Recommend to keep the filter and we can assist him to modify the next charge date.
We will no longer intercept the package. We'll only process the refund once the parcel has been returned to us.
Siege will have to contact us again once he receive the package to request for a return label should he still wish not to keep the item/filter.
Monitor the movement of the delivery and intercept the package. Tell the customer that we will refund as soon as the package is showing on the way back to us.
Jacq is a RiteAid customer and reached out to us to request for a refund because she would like to return the MA-15 and purchase the MA-50 instead because she needs a bigger unit with UV feature. How will you assist her?
Acknowledge the concern. Ask for the order ID/customer's name. Search the order in Shopify and process the refund.
Send the invoice that will reflect the refund that was processed
Acknowledge the concern. Tell her to contact RiteAid directly for refund requests.
Tell her that the refund will show on the original mode of payment within 10days.
Aimee just recently opened her dental clinic and would like to purchase air purifiers for her dental clinic. While you are having your conversation with her, you found out that she is a tax exempt customer. How will you help her?
Provide AER statement/ Congratulate her for her newly opened clinic.
Tell her to send her tax exempt certificate to info@medifyair.com/support@medifyair.com.
Get all the details needed to endorse her to our B2B Team.
Ask for the area size. Provide recommendation and process her order.
Lola would like to change her shipping address but was not able to respond after trying to reach her thrice. Upon checking Skubana, her order is still on hold. How will you proceed.
Extend the hold status of her order and monitor her response.
Cancel and refund the order.
Do not cancel and wait for Lola to respond.
Escalate to L2
How do we search for Medify CA orders in Amazon?
Use the customer's email address to search the order in AMZ.
CA+Shopify Order ID
Use the shopify order number.
Get the Amazon Order number from the Shopify order's URL.
Angeline reached out because her MA-25 unit has an E02 error. How can you help her?
Provide the steps below.
Carefully remove the top of the unit and under the lid, you will see the electrical board. Just snap that back in the clasps and close it up.
Provide the steps below.
1. Unplug the air purifier. 2. Remove the True HEPA H13 filter as described in the Replacing the True HEPA H13 Filter section. 3. Vacuum the white side of the True HEPA H13 filter using the brush attachment of your vacuum cleaner, cleaning it thoroughly. 4. Place the True HEPA H13 filter back into the air purifier and close the grille. 5. Plug the power cord into a standard AC outlet.
Ask probing question. Verify what unit she has.
Troubleshoot and check if she is registered to the lifetime warranty.
Eddie reached out because his MA-125 has an E02 error. What troubleshooting steps will you tell him to resolve the error?
Turn off the air purifier and unplug the power cord
Open the sensor cover with the aid of a tool. Take out the sensor
Check that the terminals are properly seated, if not, E02 will be displayed
Reinstall the sensor after checking and reinstalling. Link power and reboot
What information should the customer have when tracking orders using our website?
Order Number + Email Address
Tracking Number
Order Number only
Email Address only
What date is the National Pet Day?
March 20
March 21
April 21
April 11
