Description:  Customer called in  to placed an order and wish to apply the discount 

Tools Needed: AMS | Website

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Acknowledge to placed order and verify the discount code.

Note: Use Discount Master tab (AMS) to further check the code as not all discount codes can be applied to all items or under the same platforms, which limits the discount's legibility.

3. Once validated, choose the specific discount code under GLOBAL DISCOUNT on AMS (current auction tab) and follow straight sales call flow. Remember, agents are not allowed to use different discount code as an exchange.

• If the discount code is not available under GLOBAL DISOCUNT, place the order manually under CREATE ORDER TAB. Make sure to be conscious of the correct calculations and follow straight sales call flow.

• If the discount code is only applicable via online transactions, reinforce the customer to log in to our online platforms to place the order with the said discount. 

Note: ONE TIME COURTESY is applicable as long as the agent can justify.

• If the customer cannot do it on their end, ask for authorization to log into the customer's online profile on their behalf to place the order with the specific discount code.

Note: If there is a discount difference, including tax, caused by system updates, we can always refund it once order gets shipped.

4. Confirm the customer once the order is place successfully. It's important to inform the customer about the one-time use of the discount code.

5. Ask further assistance before delivering your closing spiel.

Suggested Note Template:

Reason of call: Sales with discount code    .

Action taken: Placed the order successfully with the discount (order number)

Reason of call: Sales with discount code    .

Action taken:  Placed the order manually to apply the discount (order number)

Reason of call: Sales with discount code    .

Action taken: Lod in to cx online profile to place the order on his/her behalf with the discount (order number)

Suggested Scripts:

"I'd be delighted to assist you with placing your order. May I have your first and last name, please?"

"I've checked, and this code is typically for online use with specific items. However, since we're speaking now, I'll be happy to manually apply the discount for you as a one time courtesy"

"I attempted to place the order using my tool, but I didn't have any luck. Let me try using your online profile instead. May I have your permission to log in to your online profile?"

"Since we're placing the order online, I don't have the option to adjust the price directly. Would it be alright to proceed with the order, and then I'll request a refund for the discount?"

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Description:  Customer called in about a discount that was not applied to his/her order

Tools Needed: AMS | Website

Steps: 

1. Verification Process Customer's Name &  email address (if customer doesn't have an email address)

2. Acknowledge the reason of the call: Discount Issue, and apologize to the customer if the discount was not added onto the order.

3. Pull up the confirm the order using any available details provided.

4. Validate the customer's discount code.

Note: Use Discount Master tab (AMS) to further check the code as not all discount codes can be applied to all items or under the same platforms, which limits the discount's legibility.

5. Once validated, calculate the total discount difference including tax and assure the customer that the refund will be processed once the order is shipped. Don't forget to educate the customer with the refund turn around time.

If the order was already Manifested, kindly proceed with the refund and don't forget to educate the customer with our refund turn around time.

If the discount code is only applicable via online transactions, reinforce the customer to log in to our online platforms to place her/his next order with the said discount. 

Note: ONE TIME COURTESY is applicable as long as the agent can justify.

6. Ask further assistance before delivering your closing spiel.

Suggested Note Template:

Reason of call: Discount code was not applied on the order (order number)

Action taken: discount code is valid thus a refund of $   will be process back to cc#    once order gets ship out. advised the cx about refund TAT.

Reason of call: Discount code was not applied on the order (order number)

Action taken: discount code is valid thus , process refund of $   will be process back to cc#     and advised the cx about refund TAT.

Suggested Scripts:

"I'd be delighted to assist you with placing your order. May I have your first and last name, please?"

"Do you happen to have the discount code?"

"Thank you, I will go ahead and apply the discount code for you manually on my end as a one-time courtesy"

"ShopLC discount codes are randomly sent to our customers through mail, email or a text message"

"Thank you for your understanding. Our system requires a discount code to apply any discounts to the order."

"Thank you for your understanding. Unfortunately, the discount code has expired."

"Since we're placing the order online, I don't have the option to adjust the price directly. Would it be alright to proceed with the order, and then I'll request a refund for the discount?"

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