Description:  Customer unable to checkout or place order online

Tools Needed: AMS | Salesforce | ShopLC website

Steps: 

• Verification (Customer's Name)

• Ask permission to log in to the customer's online profile and try checkout on your end

• If you are getting  the same error, try to manually place the order on AMS so long as the item is available (if not then proceed with basic troubleshooting and if still not working submit a case)

• Educate the customer that the case was submitted for further assistance and TAT for the response

• Ask for further assistance before delivering the closing spiel 

Suggested Note Template

Reason of Call:  unable to check out online (always ask what specific error cx is getting)

Action Taken: apologize to cx/ access cx online profile / try to check out order no good/ done basic troubleshooting / manually placed order on AMS (if the item is available, proceed placing the order if not create a case )

Suggested Scripts

"Apologies for the inconvenience you experienced while trying to check out online. Let me pull up your profile to verify your details and resolve this issue for you." 

"Is it okay if I log in to your online profile and attempt to check out on my end? If necessary, we can explore additional solutions."

If no go, proceed using the tools

"Allow me to check out using my tool."

If no go, proceed creating a case

"We have tried to check on both ends, and since the issue persists, I have forwarded a request to our IT team. They will further investigate and work on fixing the error. We should have a response and resolution within 24-48 hours. Thank you for your patience!"

Explore Suggested Scripts Here

Description:  Customer unable to access his/her online profile

Tools Needed: AMS | Salesforce | ShopLC website

Steps: 

• Verify customer information (Customer's Name).

• Confirm username and password used.

• Attempt to log in on agent's end to verify.

• Send a password reset link to the customer's email (provide walkthrough if needed).

• Perform basic troubleshooting steps: clear cache, close and relaunch browser, try a different browser; for apps, uninstall and reinstall, and power cycle the device.

• If login issues persist, manually generate a code/pin# in AMS; advise the customer to retry later.

• If issues persist or customer declines, escalate for further investigation.

• Ask if need of further assistance before concluding the interaction.

Suggested Note Template

Reason of Call: Error logging in online

Action Taken: verify usernm pwd/try on my end/ reset pwd both AMS and email link  / done basin ts/ still no good /educ cx to observe and try later / created case for further assistance. 

Suggested Scripts

"Apologies for the inconvenience you experienced while trying to login to your account online. Let me pull up your profile to verify your details and resolve this issue for you." 

"I believe you're using your email/phone# as the username and your PIN as the password.   (once confirmed)            

"Allow me to log in on my end to check."  If working, proceed in walking through the customer on the correct username & password, If not successful, send link in resetting the password. Once successful, try to log in again.     

If no go, proceed creating a case

"We've confirmed that all details are correct and reset the password. However, if you're still experiencing issues logging in, let's monitor the situation and try again later. Meanwhile, I've submitted a request to our IT team for further investigation. We anticipate a response within 24-48 hours."

Explore Suggested Scripts Here

Description:  Customer unable to place order online due to specific errors

Tools Needed: AMS | Salesforce | ShopLC website

Steps: 

• Verify customer information (Customer's Name).

• Ask permission to log in to customer's online profile and go to his/her cart (verify if regular cart or RA cart).

• Verify with cx item description (if item# is not available or which item/items the customer is trying to check out).

• RA Cart  (offer first autopay for free shipping discount).

• Regular cart (educate the over $50 free shipping process)

• Try to place order on your end, if still not working (try basic troubleshooting both customer and on your end)

• if not working, try placing to AMS

• if still not working,  create a case and share the Turn-around time response .

Suggested Note Template

Reason of Call:  un able to placed order online due to........(pls take note of the error )

Action Taken: apologize to cx/ access cx online profile / (depending on reso)

Suggested Scripts

"Apologies for the inconvenience you experienced while processing the order online. Let me pull up your profile to verify your details and resolve this issue for you."      

"Allow me to log in to your account on my end to check your carts."  

"Let me try placing the order on my end and let's see if it will go through."

If no go after trying in AMS, proceed creating a case & provide TAT Response

"We have tried to check on both ends, and since the issue persists, I have forwarded a request to our IT team. They will further investigate and work on fixing the error. We should have a response and resolution within 24-48 hours. Thank you for your patience!"

Explore Suggested Scripts Here

Description:  Customer unable to get specific item

Tools Needed: AMS | Salesforce | ShopLC website

Steps: 

• Verify customer's information (Customer's Name)

• Ask permission to log in to the customer's online profile and look for the specific item on your end. 

• If unable to locate the item, verify with the customer the item description.

• Go to bidding history  (if no item#, enumerate each item description for the customer to recognize, if the item number is available just press control F to easily locate the item)  and educate the customer if he/she is being outbid or the item is expired 

• Ask for further assistance before delivering the closing spiel 

Suggested Note Template

Reason of Call: unable to get the item (cx will usually say he/she won the item)

Action Taken: apologize to cx/ access cx online profile / (depending on reso)

Suggested Scripts

"Apologies for the inconvenience you experienced while locating a specific item online. Let me pull up your profile to verify your details and resolve this issue for you."   

"Is it okay if I log in to your online profile and attempt to check out on my end? If necessary, we can explore additional solutions." 

"Upon review, it appears that another bidder has successfully won the item." (if customer insist that she/he won the item ask if she can send a screenshot, create a case to further investigate, and provide response TAT) 

"Upon checking, it appears that you were the winning bidder for the item. However, the transaction expired due to the profile not being set up for autopay and the checkout process was not completed successfully."  ( if the customer insists give One-Time-Courtesy, educate the customer to bid again, and honor the same price ).

"Upon checking, It appears that you successfully won the item, and autopay is set up. We apologize if the checkout process was not completed successfully. (check for items availability and place the order, if not available, educate customer to rebid the item once it's available and honor same price)

Explore Suggested Scripts Here