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What does it mean to "Leave Notes"?
What does it mean to "Leave Notes"?
Leaving notes on the account or Noting an order in shopify, is referring to a rep typing out all details about a customer's issue regarding an order or account. These "notes" should be typed out at the bottom of the Customer overview page or at the bottom of the Order Details page in the Timeline section, in Shopify. Typing and leaving notes on a customer's overview page timeline and order details page timeline is a mandatory step for each rep assisting a client.
When leaving a note, you should be capturing who, what, when, where, why and how?
Who - client (be sure to include store rep, store #, phone number if not on profile)
What - damaged/missing/order issue/store issue (what happened - Short and sweet and too the point)
When - online or store issue (in regards to store complaints or FFIT orders)
Where - Shopify (online orders/online account issues), KWI (FFIT), CT (Store orders/store account issues)
Why - what is the issue? (in conjunction with the what)
How - what do they need? What solution can we provide them? (What follow ups/Actions were promised)
Where notes should be left:
Shopify
KWI
Crowdtwist
Where notes shouldn't be left:
Examples of Order Notes to use
Examples of Order Notes to use
Use the following shortcuts to copy and paste directly on to the order page's timeline for efficiency and to save time. Fill in any additional information necessary.
CS called for Order Status Update
CS called for Order Status Update. Advised of delays.
CS called for Order Status Update. Advised of delays and that tracking will update in 24-48 hours
CS called for Order Status Update - Issued 10% refund for shipping delays and customer satisfaction.
CS called for Order Status Update - Issued 15% refund for shipping delays and customer satisfaction.
CS called for Order Status Update - Issued 20% refund for shipping delays and customer satisfaction.
CS called for Order Status Update - Issued refund for shipping cost due to shipping delays.
Sent Email to ER
Sent Email to ER for Order Review Request
CS called to confirm reason for Riskified Cancellation. Sending email to ER for Riskified Review
Sent Email to ER for Riskified Review
Order Marked delivered but not received. Sent email to ER for UPS Claim Req.
Order Marked delivered but not received Issued refund for order # --
Order Marked delivered but not received. Issued replacement order # -- for original order # --
CS called Missing product from order. Issued refund for missing product.
CS called Missing product from order. Issued replacement order # -- for missing product.
CS called received Damaged product from order. Issued refund for damaged product.
CS called received Damaged product from order. Issued replacement order #-- for damaged product.
CS requested Return Label.
CS requested return label to return product [INSERT PRODUCT NAME]
CS requested return label to return products [INSERT PRODUCT NAMES]
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