TOPICS
TOPICS
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When do we offer a Free Bag/Complimentary Bag?
When do we offer a Free Bag/Complimentary Bag?
For save attempts, complimentary bags may be sent depending on the customer's concern. [ ex: Depth, cat acclimation, tracking, odor ]
Product complaints (depth, cat acclimation, tracking, etc.)
Escalations (Cx is complaining about false advertising, will badmouth the company) or contact [BBB] Better Business Bureau.
The Better Business Bureau (BBB) is a group that helps people learn if a business or charity is honest and trustworthy. They also help customers when they have a problem or complaint with a company.
Where do we process a replacement order?
Where do we process a replacement order?
We process replacements on Shopify Order (Tool).
We offer replacement order for these scenarios:
We offer replacement order for these scenarios:
Lost in transit
Delivered package but didn’t receive it
Order discrepancy
Got clumping litter instead of non-clumping (vice versa)
Missing bags/Order discrepancy [not getting the complete order]
Damaged bags
RTS [ Return to Sender]
Delivery Failure
Replacement Order Process
Replacement Order Process
Adding a REASON CODE to every replacement order that we are going to process moving forward. To capture the data and reporting purposes.
The reason code is: CSRPL100
The reason code for complimentary/free bag(s) orders is: CSCOMP100
The reason code for marketing orders is: CSMKT100
Why is this important?
Why is this important?
We're adding this step so that our finance team can more easily identify and track any $0.00 orders that have been designated or created as replacement orders. Since we already have to navigate to the discount screen anyway, it's only a couple of seconds to add the reason code before saving our changes.
Order Prioritization
Order Prioritization
Order prioritization is the process of determining the urgency and importance of various customer orders to ensure timely and efficient processing. This is an initiative of a CS agent to prioritize an order for processing with the fulfillment center.
After creating the replacement order, CS agents only have to add the “RUSH” tag at the Shopify order level. There will be no need to create a side conversation in Zendesk and involve the CS Ops: Warehouse Team.
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