CS Process Guidance SOP
CS Process Guidance SOP
Embedded Files
Requests for Address Changes on In-Transit Orders
Requests for Address Changes on In-Transit Orders
Concern: A customer has contacted us about their recent order, and we discovered that the package is being delivered to the old address. The order is still in transit.Resolution Steps:
If none of the above resolutions are successful, escalate the ticket to a team lead for approval to issue a one-time replacement order to the customer’s new address. Provide clear expectations to the customer and offer guidance on best practices. Advise them to update their account details, such as their shipping address, at least two (2) business days before their next scheduled shipment. This will allow us to process their request and help prevent similar issues with future deliveries.
- Resolution 1:
If the order is in transit and cannot be edited:- Inform the customer that their order has been processed and handed over to the carrier, and changes cannot be made in the system. Refer to the [CANCELLATION POLICY].
- The CS agent will advise the customer to contact the courier directly to request a reroute.
- If it’s FedEx Home or FedEx Ground, inform the customer that they can contact FedEx at 1-800-463-3339 for rerouting assistance.
- If it’s FedEx SmartPost or Economy, explain that the package is transferred to USPS for final delivery, and no changes can be made once it’s with USPS.
- If the customer still wants further assistance, proceed to Resolution 2.
- Alternatively, the CS agent can suggest placing a new order to be sent to the customer's new address, offering a discount as a one-time courtesy.
- If the customer declines, the CS agent can ask: "Is there a friend or family member who can help retrieve the package?
Next steps: If the customer insists on further assistance, the CS agent will ask assistance from their team if they can contact FedEx customer service on the customer's behalf to assist with rerouting. [This is an extra mile]
If none of the above resolutions are successful, escalate the ticket to a team lead for approval to issue a one-time replacement order to the customer’s new address. Provide clear expectations to the customer and offer guidance on best practices. Advise them to update their account details, such as their shipping address, at least two (2) business days before their next scheduled shipment. This will allow us to process their request and help prevent similar issues with future deliveries.
📬 Handling Opt-Out/Unsubscribe Requests – CS SOP
📬 Handling Opt-Out/Unsubscribe Requests – CS SOP
When a customer requests to opt out of marketing emails or SMS, follow the steps below to ensure proper handling and compliance:
Account::Help With Notifications::E-Mail List::Remove Me
Account::Help With Notifications::E-Mail List::Remove Me
Your request to be removed from our PrettyLitter e-mail list has been confirmed. You're all set! ✅️ You can also unsubscribe at any time by navigating to the footer of the last email or newsletter you may have received from us.
Reason For Contact
Reason For Contact
Step 1: Acknowledge the Request
Step 1: Acknowledge the Request
If a customer asks to unsubscribe from emails or SMS:
If a customer asks to unsubscribe from emails or SMS:
Confirm that you’ve received their request and assure them it will be taken care of.
Confirm that you’ve received their request and assure them it will be taken care of.
Step 2: Use the “Remove Me” Macro in Zendesk
Step 2: Use the “Remove Me” Macro in Zendesk
Go to the ticket in Zendesk.
Go to the ticket in Zendesk.
Apply the “Remove Me” macro.
Apply the “Remove Me” macro.
Tags the request properly for reporting.
Tags the request properly for reporting.
Send a confirmation to the customer.
Send a confirmation to the customer.
Step 3: Educate (setting customer expectation)
Step 3: Educate (setting customer expectation)
If appropriate, you may gently explain:
If appropriate, you may gently explain:
"While you’ll continue to receive important account or subscription updates, you won’t receive any more promotional messages from us."
"While you’ll continue to receive important account or subscription updates, you won’t receive any more promotional messages from us."
Step 4: Opt-Out didn't work
Step 4: Opt-Out didn't work
If the customer mentions they are still receiving messages after a prior opt-out, follow the steps below:
If the customer mentions they are still receiving messages after a prior opt-out, follow the steps below:
Go to the customer’s Shopify profile.
Go to the customer’s Shopify profile.
Verify that the boxes for Email Marketing and SMS Marketing are unchecked. These should already be unchecked if the opt-out was processed correctly.
Verify that the boxes for Email Marketing and SMS Marketing are unchecked. These should already be unchecked if the opt-out was processed correctly.
Leave an internal note:
Leave an internal note:
“Customer still receiving marketing after opt-out. Please escalate to the OPS team for further assistance and next steps.”
“Customer still receiving marketing after opt-out. Please escalate to the OPS team for further assistance and next steps.”
🔒 Compliance Reminder:
🔒 Compliance Reminder:
Do not manually remove customers from backend systems unless instructed.
Do not manually remove customers from backend systems unless instructed.
Always use the macro to ensure the request is handled through the correct opt-out process.
Always use the macro to ensure the request is handled through the correct opt-out process.
📬 Email Sample Snippet
📬 Email Sample Snippet
PrettyLitter | Sign up for PrettyLitter SMS
PrettyLitter | Sign up for PrettyLitter SMS
MACRO FILE PATH: Account::Help With Notifications::SMS Messages::Add Me
You can opt-in to SMS messages from PrettyLitter anytime by texting JOIN to 56174.
You can opt-in to SMS messages from PrettyLitter anytime by texting JOIN to 56174.
Customers who sign up for PrettyLitter SMS messages get special subscriber benefits like:
Customers who sign up for PrettyLitter SMS messages get special subscriber benefits like:
➡️ Front of the line access to product launches & promotional offers
➡️ Front of the line access to product launches & promotional offers
➡️ Ship early notifications & upcoming order reminders
➡️ Ship early notifications & upcoming order reminders
➡️ Access to text updates & LIVE SMS support
➡️ Access to text updates & LIVE SMS support
PrettyLitter | SMS Opt-Out Request
PrettyLitter | SMS Opt-Out Request
Account::Help With Notifications::SMS Messages::Remove Me
You can opt out of SMS messages from PrettyLitter at any time by texting STOP to 56174.
You can opt out of SMS messages from PrettyLitter at any time by texting STOP to 56174.
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