Recap of Day 1 Module and Quick Dip Check of Cancellation & Returns Policies.
Customer Inquiry about Order Status:
1. Request Order Details:
- Ask the customer for their order ID or email ID to check the order details on Shopify.
- Enter the provided details on Shopify to locate the order.
2. Provide Order Status:
- If tracking information is available, share the real-time status with the customer.
- If there is a delay, escalate the issue to the logistics team to address it with the courier service.
3. Order Status without Tracking Information:
- Identify whether the product is related to streetwear or sneakers.
- Check the status using the relevant reference sheets for streetwear or sneakers.
- Inform the customer of the standard delivery time of 8-10 business days from the order date.
- Immediately notify the customer of any delays and ask the concerned team to expedite the order.
Customer Request for Order Modification:
1. Updating Contact Information:
- Open the Shopify dashboard.
- Enter the customer's order ID and phone number.
- Edit the details using the pen icon and save the changes.
- Inform the concerned team of sneakers or streetwear to update their records.
2. Modifying Order Details:
- For size exchanges or other modifications, contact the concerned team.
- Mark the order on hold on the reference sheets to prevent further processing.
- Do not modify any details without consulting the concerned team or supervisor.
- Note: All modifications must be done before shipping. Post-shipping requests will not be considered.
Customer Request for Cancellation:
1. Cancellation Process:
- Do not cancel any orders directly on Shopify.
- Follow the cancellation policy to determine if the request is valid.
- Enter customer details on the customer ledger sheet.
- The concerned team will handle the cancellation and issue store credit or a bank refund.
- Post-dispatch cancellations will only be processed once the item is returned to us.
Customer Request for Returns or Exchanges:
1. Handling Return and Exchange Queries:
- If a customer requests a return or exchange via email, immediately raise a request on Return Prime to record the data.
- Refer to the customer response sheet to respond according to the policy.
2. Processing Exchanges:
- Exchanges will only be shipped once the returned order is received, passes the quality check, and any necessary payments are cleared.