Description:  Troubleshooting customer issues on a website involves a systematic approach to identifying and resolving problems that customers may encounter while using the site. 

Steps:

• Gather Information: Start by gathering detailed information from the customer about the issue. Ask them to describe what they are experiencing, any error messages they've received, and the steps they took before encountering the problem.

• Recreate the Issue:  Try to recreate the issue on your end, following the same steps the customer described. This will help you understand the problem better.

• Check for Known Issues: Review any known issues or outages that might be affecting the website.

• Clear Cache and Cookies: Sometimes, issues can be resolved by clearing the customer's browser cache and cookies. Provide instructions on how to do this or recommend the customer do it.

• Log Out and Log Back In: Suggest to the customer that they log out of their profile and then log back in to see if it resolves the issue.

• Try a Different Browser or Device: Recommend that the customer attempt to access the website from an alternative browser or device to determine if the problem is isolated to their current setup.

• Mobile App or Streaming App: If the customer is using a mobile app or streaming app, as a last resort, they can uninstall and then reinstall the app. This can sometimes resolve persistent issues. Be sure to ask if the settings are up to date.

These steps can help troubleshoot and isolate issues that may be related to the customer's profile or device configuration.

• Check Internet Connection: Ensure the customer has a stable internet connection, as slow or unstable connections can lead to website issues.

• Verify Profile Information: If the issue is related to profile access, verify the customer's profile information and reset their password if necessary. Please check for duplicate files.

• Check for Software Updates: Ask the customer if their browser and operating system are up to date. Outdated software can sometimes cause compatibility issues.

• Final Step:  If the issue appears to be a technical problem with the website itself, escalate the matter to your technical support team or IT department.

Provide Clear Instructions:

Throughout the troubleshooting process, provide clear and step-by-step instructions to the customer on what to do next.

Document the Issue:

Document all the details of the issue, including the steps taken for troubleshooting and any resolutions or workarounds applied.

Escalate if you are unable to resolve the issue: If the issue cannot be resolved through standard troubleshooting, escalate it to higher-level support or technical experts. Take detailed notes to accurately define the problem.

Remember that effective communication with the customer and a systematic approach to troubleshooting is key to resolving website issues promptly and to the customer's satisfaction.

Steps: 

• Identify the device used by the customer (Desktop, Mobile App, Mobile Web View).

• Determine the customer's last successful login date.

• Confirm whether the customer is using a PIN or Password to log in. If using a PIN, agents can provide and reset/change it.

• Note the error message received by the customer.

• Check if the customer is attempting to log in using their phone number and verify if any profile with the same phone number was recently locked.

• Determine if the customer used Social Login and specify the chosen social login method.

Steps: 

• Identify the device the customer is using (Desktop, Mobile App, Mobile Web View, Tablet, iPad).

• Verify if the customer is logged in or checking out as a guest.

• Determine the browser the customer is using.

• Note the specific error message received by the customer.

• Identify the page or section where the issue occurs (Cart page or Payment page).

• Check if the error is related to the shipping/billing address, payment card, Place Order button, or navigation.

• Investigate the number of products in the customer's order and where the problem arises.

• Examine the customer's payment method, including PayPal or card validity.

Steps: 

• Obtain the product SKU.

• Determine where the customer noticed the price difference:

  • • • During product search?

      • In the cart?

      • On the checkout page?

      • Did they see the original price when the item was on air?

• Note the time the customer was checking out the item.

Discount Code/Voucher

To Inquire about coupon code and discount issues:

• Verify the coupon code applied by the customer.

•  Identify the item to which the customer is applying the coupon code.

• Collect specific details about the error message received by the customer.

• Check if the item or order number is applicable using 'Discount Master.’ 

Please follow the steps below when assisting a customer who reports not receiving a voucher or if their voucher code doesn't work:

• Verify Eligibility: Confirm that the customer meets the criteria for receiving the voucher.

• If the Customer Has the Voucher Code:

  • • • • Attempt to apply the code.

        • If the code doesn't work, flag the account with the voucher details, noting the issue.

• If the Customer Does Not Have the Voucher Code:

  • • • • Use the voucher code specifically created for these cases. Do not provide the code to the customer.

        • When flagging the account, include the invoice number so the specific voucher can be identified.

Important

Always add your initials and the date when flagging the account. Remember, this is considered a deduction.

Steps: 

• Please confirm the customer's status in AMS.

• Ensure you check the Fast Buy status on the customer's profile.

• Verify that there is a valid credit card on file.

• Check for any failed authorizations.

• Determine the specific error message they are receiving.

Steps: 

• Identify the device used by the customer.

• Check with the customer if the video streaming is not working.

• Inquire if the LIVE TV page is not loading for the customer.

• Verify if the new auction page is not loading.

• Check if the customer can 'Add to Cart' from the Fast Buy page.

• Determine if the customer is not being navigated further to the checkout page.

• Confirm if the customer is unable to place an order on the checkout page.

• Add detailed information in the “Customer Reported Outages” group in Teams

Steps: 

• Verify if the customer can view the Online Auction page.

• Confirm if the customer can place a bid.

• If the customer is unable to bid, identify the specific issue they are facing.

• Inquire about the incremental bid value provided by the customer. Determine the page from which the customer is attempting to place a bid (Product listing page, product detail page, Watchlist).

• Identify the device used by the customer (Desktop, Mobile App, Mobile Web View). 

• Check the customer's last successful login date.

• Check if the customer is using a PIN or Password to log in and note their registration date. Verify if the customer is trying to log in using their phone number or email and check for blocks or inactive accounts

• Verify if the customer is trying to log in using their phone number and check for any recent profile locks with the same phone number.

• Be sure to place detailed notes on the profile or case.

Steps: 

• AutoPay Issue Diagnosis: 

  • • • Determine if the issue is related to the half-price shipping option on AutoPay.

• AutoPay Processing Details:

  • • • Explain to the customer that once they sign up for AutoPay, their online winnings will be automatically processed through AutoPay at specific times (e.g., 5 AM, 10 AM, 1 PM, 6 PM, 9 PM, or Midnight CST). Emphasize that processing may take up to an hour to complete.

• Check AutoPay Status: 

  • • • Verify whether AutoPay is enabled in the customer's profile settings.

• Half-Price Shipping Note: 

  • • • If the customer checks out their items before the AutoPay runs, they will not be eligible for half-price shipping.

• Autopay Limitations: 

  • • • Once an item has been won, it cannot be retroactively enrolled in AutoPay.

• Credit Card Validation: 

  • • • To ensure AutoPay functions correctly, confirm that there is a valid credit card on file.

• Order Decline Impact: 

  • • • Please note that AutoPay will cease working if an order is declined for any reason.

Description:  The customer is unable to make BP EMI payments

Steps: 

• Check if the order is not manifested. If the order has not been processed and manifested, the customer will not be able to make further EMI payments.

• Verify if the customer's BP EMI profile is over the Cap Limit, which is typically set at $5000. If the profile has reached this limit, no additional BP purchases or payments can be made.

• Check if the customer is currently under a Payment Agreement (PA). Customers under a PA cannot make additional BP purchases until the PA is resolved.

• Verify in AMS if the customer's profile status is set as 'Inactive’ or blocked.

• Is the Credit card on file up to date? (Remember the cc must be updated for the entire BP profile. Add/update from the customer profile and BP screen.)

Steps: 

• Customers should update their choice of default shipping method on their ‘Profile’ so that it reflects accordingly on the cart page

• Agents can update the default shipping method on AMS.

• Customers losing out on items because of items disappearing:

  • • Have customers clean cookies and cache. Restart if necessary.

• How to process RA (Return Authorization) orders being canceled but it's back on the auction:

  • • Notify Marketing to remove it from the website to avoid confusion.

• Agent tries to process RA wins for a customer, and it gives an error message:

  • • First, check the error message.

    • Verify the customer's profile details for any issues.

• Agent is unable to verify if a customer won a bid:

  • • Explain to the customer that other bidders can win (outbid) at the last second, and it may not always be guaranteed. Advise the customer to refresh the page. 

• Customers don’t want to pay for an item, but they have autopay:

  • • Advise the customer to disable the 'Autopay' option in their online profile settings.

• Customer didn't know how to reset their password:

  • • Explain that they can reset their password by clicking the 'reset' link on the webpage provided.

• Customer didn't know how to add a discount code on the website:

  • • Inform the customer that they can add a discount code during the checkout process.