Description:  Orders placed under U.S.-based online national retailer websites (online marketplaces) that was already shipped out.

Tools Needed: AMS | Couriers Websites

Steps: 

1. Verification (Customers name)

2. Acknowledged the reason of the call and ask for any details that may help to pull up the specific order/s or item/s. 

Note: Order number for orders placed under Market place should start with MP.  

3. Proceed with the usual order tracking call flow. Provide last scanned update and location and don't forget to confirm the customer's address.

4. Then, advise the customer any estimated delivery date provided if there's any. Make sure to ask the customer if she wanted to be opted in to receive notifications via email/phone number.

5. Ask further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order (order number)

Action Taken: able to provide the latest scanned update and location of the package

(tracking number)(last scanned update and status)(last scanned date and location)- Free flow

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Provide cx last scanned update (status, date and time) and location. Provide estimated delivery date if there's any

"As of (date) your package was scanned at (location) and is still on it's way. Kindly allow as to few more days and expect the package to be delivered around (estimated delivery date provided) buy still not guarantee."

Offered to opt in customer's email/phone for updates from courier's website.

"Would you like to opt in for updates from the courier's website via email/phone number ?"

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Description:  Orders placed under U.S.-based online national retailer websites (online marketplaces) that was ever shipped status but still within the TAT

Tools Needed: AMS 

Steps: 

1. Verification (Customers name)

2. Acknowledged the reason of the call and ask for any details that may help to pull up the specific order/s or item/s. 

Note: Order number for orders placed under Market place should start with MP.  

3. Educated the customer about our delivery TAT and assures the customer that we are still on the process to ship the item. 

4. Make sure to confirm the customer's shipping address.

5. Ask further assistance before delivering personalized closing spiel.

Suggested Note Template:

"Reason of Call: cx called to track the order (order number)

Action Taken: Educated the customer about or TAT for processing. Free flow

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Educated the customer about our delivery TAT and assures the customer that we are still on the process to ship the item

"We are pleased to inform you that Shop LC is already working on the order to be ship out immediately . Kindly allow as up to 72 business hours to complete the shipment process and rest assured that you will be notify once order has been manifested with the available tracking number for your reference."

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Description:  orders placed under U.S.-based online national retailer websites (online marketplaces) that was never shipped status and is over the ship out process TAT.

Tools Needed: AMS | GMAIL

Steps: 

1. Verification (Customers name)

2. Acknowledged the reason of the call and ask for any details that may help to pull up the specific order/s or item/s. 

Note: Order number for orders placed under Market place should start with MP.  

3. Advised that an email will be submitted to market place department to request for the order to be shipped in an expedited manner. Make sure to educate the customer about the response turn around time.

4. Then, confirm the customer's shipping address.

5. Ask further assistance before delivering personalized closing spiel.

Suggested Email/Note Template:

Email Template

Send email to : customerservicemarket@shoplc.com

cc: SLC Operations <slcoperations@officepartners360.com>

Subject: Order tracking - Marketplace order

Body:

Hi All,

Greetings! The customer would like to ask assistance for the order to be shipped as soon as possible. Kindly assist for the expedited shipping request and see further details below:

Customer's name:

Phone number: 

customer's code:

email address:

Order Number:

Reason of call:

Action Taken:

Note Template

Reason of call: order tracking- marketplace order (order number)

Action Taken: send email to market place department to request for the order to be shipped in an expedited manner.  advised the cx about the response TAT- cx understood.

Suggested Scripts:

Delivering Resolution:

"Meeting your expectation about a quick delivery is what we are aiming for so, please allow me to extend my help by sending an email to our marketplace department for further assistance. In the mean time, kindly allow us up to 48 business hours for the response and please know that We are doing everything we can to make this a positive experience."

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Description:  Tracking an order place under marketplace and the customer doesn't have any ShopLC profile

Tools Needed: AMS | GMAIL

Steps: 

1. Verification (Customers name)

2. Acknowledged the reason of the call and ask for any details that may help to pull up the specific order/s or item/s. 

Note: Order number for orders placed under Market place should start with MP.  

3. Collate the customer's details and pull up the profile on AMS. If there's no profile pulled up, send email to marketplace department for further assistance. 

4. Ask further assistance before delivering personalized closing spiel.

Suggested Email/Note Template:

Email Template

Send email to : customerservicemarket@shoplc.com

cc: SLC Operations <slcoperations@officepartners360.com>

Subject: Order tracking - Marketplace order

Body:

Hi All,

Greetings! The customer would like to ask assistance for the order to be shipped as soon as possible. Kindly assist for the expedited shipping request and see further details below:

Customer's name:

Phone number: 

customer's code:

email address:

Order Number:

Reason of call:

Action Taken:

Note Template

NOT APPLICABLE

Suggested Scripts:

Delivering Resolution:

"Meeting your expectation about a quick delivery is what we are aiming for so, please allow me to extend my help by sending an email to our marketplace department for further assistance. In the mean time, kindly allow us up to 48 business hours for the response and please know that We are doing everything we can to make this a positive experience."

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Description:  Other concerns related to Market place-With/Without Profile.

Tools Needed: AMS | GMAIL

Steps: 

1. Verification (Customers name)

2. Acknowledged the reason of the call and ask for any details that may help to pull up the specific order/s or item/s. 

Note: Order number for orders placed under Market place should start with MP.  

3. Collate the customer's details and advise if customer can call the 3rd party vendor where she place the order for further assistance.

4. If the customer refused to call 3rd party vendor, send an email to marketplace department and don't forget to advise the customer about the response turn around time.

5. Ask further assistance before delivering personalized closing spiel.

Suggested Email/Note Template:

Email Template

Send email to : customerservicemarket@shoplc.com

cc: SLC Operations <slcoperations@officepartners360.com>

Subject: Marketplace (Specific Issue)

Body:

Hi All,

Greetings! The customer would like to ask assistance about      . Kindly assist for the expedited shipping request and see further details below:

Customer's name:

Phone number: 

customer's code:

email address:

Order Number:

Reason of call:

Action Taken:

Note Template

Reason of call: Marketplace Issue (order number)

Action Taken: send email to market place department for further assistance about     and advised the cx about the response TAT- cx understood. (Free Flow)

Suggested Scripts:

Delivering Resolution:

"Meeting your expectation about a quick  resolution is what we are aiming for so, please allow me to extend my help by sending an email to our marketplace department for further assistance. In the mean time, kindly allow us up to 48 business hours for the response and please know that We are doing everything we can to make this a positive experience."

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