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Customer Feedback

Starting January 1st, failure to include the required PD, PP, or PF will automatically result in a failed mark on the process adherence question.

Process adherence

2 Did the agent adhere to all company policies, including accurately capturing customer details, carefully handling payments, and fully complying with all relevant requirements while maintaining professionalism? Failed Question (Missed three or more steps)

#PD Potential Detractor

If a customer hints that they have been negatively impacted by ShopLC due to any reason, take prompt action and note the file.

#PF Positive Feedback

If a customer gives positive feedback to help us improve our services.

#PP Potential Promoter

We strive to drive our customers from #PD to #PP by delivering impeccable Customer Service. Be attentive to customer's voice and notate positive experiences.

Shipping Cap

If the shipping cap is $29.99 and the customer has already spent $4.99 on shipping, this means the customer can spend up to $25.00 more on shipping before reaching the cap. Once the customer reaches the $29.99 limit, they won't be charged additional shipping costs, regardless of the number or weight of items they purchase.

Example Scenario:

• Shipping cap: $29.99

• Amount already spent: $4.99

• Remaining shipping cost to cap: $29.99 - $4.99 = $25.00

This allows the customer to add more items without worrying about exceeding the total shipping cap of $29.99.

Finding the Shipping Cap

• Location: Auction screen 

• Detail to Look For: Banner 

• Variability: Subject to change daily and may not be available every day.

Department Information

If a customer requires an instruction manual for an item, email the QC department.

Send an email to: qcteam@shoplc.com

If you need an item removed from the website, or its image or description corrected, report it to the Ecom department. 

Use the Teams chat channel titled: eCommerce-Customer Service-Merchandising.

Online Certificate Verification and Reprints Update

Online Certificate Verification and Reprints

• All certificates can be verified online using the following link: Verify Your Report.

• Certificates can be reprinted using the report number for lost or missing ones.

Requesting Additional Copies

• If another copy of a certificate is needed beyond what's available online, a request must be sent to the vendor.

• Please note that this process may take additional time.

LINK: https://www.igi.org/verify-your-report/?r=LG616421246

Canada Post Update

Canada Post Strike: The strike has ended, but USPS services for Canada-bound mail and parcels will remain suspended temporarily.

Resumption Timeline: Based on current projections, services are expected to resume by the second week of the New Year.

Empty Box/Packages Updates

We have been receiving numerous reports regarding empty packages. Moving forward, whenever an empty package is reported and you have resolved or sent a case for further investigation, please ensure that you post on the "Empty Box/INI" Chat in Teams.

Include the following details in the body of the email using the template below:

Customer Name:

Customer Code:

Customer Phone:

Invoice:

Order:

Item:

Issue: Empty box missing item

Resolved: (Please specify if the issue was resolved by reshipping, refunding, or sending

a case for the Admin Team to investigate further.)

Do Not Remove Flag Notes

Fraud tends to increase during the holiday season, so it's important for us as agents to stay vigilant and do our best to prevent it.

• If you see a flag that says the address needs to be verified, please do not place an order just transfer to the address verification line.

• If someone calls to report that their card is being used without authorization, please temporarily deactivate the account associated with that card and submit a case to the BP team.

Budget Pay Important Information

• Check for PA Issues: Always verify the flag for any payment agreement (PA) issues.

• Cap Limit at Zero: If the cap limit is at zero, it indicates the customer is on a payment agreement.

• No Need for a Case: The BP team cannot extend the BP date further than agents can, so there's no need to escalate or send a case.

• Active Card for BP: Ensure the customer has an active card for Budget Pay payments.

• Updating Credit Card: If a customer updates their credit card on file, make sure to automatically update the default card for BP payments as well.

Remember:

Do not remove any flags placed on the account by the Fraud BP department.

Guaranteed Christmas Shipping Dates

Guaranteed Delivery Before Christmas for the following:

• Home Products ordered on or before Dec 16, 2024

• Items $500 and below ordered on or before Dec 19, 2024

• High-end Products ordered on or before Dec 20, 2024

Authorization Success Order

If an order has been in authorization success for more than 3 days, please do not cancel it. Instead, transfer the order to

the address verification line.

Verbiage: "Please allow me to transfer you to a specialist. If they do not answer, kindly leave a message with your full

name and phone number so they can return your call."

USPS Canadian Shipment ALERT

Effective November 29, 2024, International Mail Service to Canada is TEMPORARILY SUSPENDED, due to the Strike of the Canadian Union of Postal Workers.

New Sales Script

Here is the updated flow we will begin following:

Our flow would be:

"Hello, my name is -_, what purchase can I assist you with?"

Customer advises

"Ok, and we will be sending this to your address on__ street?"

Customer agrees or provides a different address 

"Is it ok to use your card?"

Customer advises yes, or provides a different card

"Great, your order has been placed. It has been a pleasure to assist you today, have a good day, goodbye".