Week 47-2023

UPDATE: Black Friday/Cyber Monday (BFCM) 2023: Customer Forgot to Apply Code *

*KEY FACTS: *For customers who forget to apply the BFCM code to their order, and the order qualifies for the BFCM offer, we can apply the offer retroactively.

*To do this, follow the steps below:

1.  Check the customer's Recurly to see that they've purchased a Series 3 Membership on 11/20/23 to 11/28/23 that is 6 Months or higher.

2.  Ensure no code has been applied to the order. (See step 6 of this article: https://teamfi.zendesk.com/hc/en-us/articles/18661866851987-How-Do-I-Add-a-Coupon-in-Recurly-)

3.  Refund one-time activation fee (if one is attached to the purchase).

4.  Apply the code BLACKFRIDAY23 to their Recurly account by following the instructions in this article: https://teamfi.zendesk.com/hc/en-us/articles/18661866851987-How-Do-I-Add-a-Coupon-in-Recurly- Please note, on Monday - the BLACKFRIDAY23 code will change to CYBERMONDAY23. The Macro will be updated to reflect this.

> Once the Fi collar is activated, the free month(s) will automatically apply to their membership.

> If a code is applied to the order, you are confused/it seems complicated, and/or the customer is escalated, please send the ticket to the Core Agents with an internal note explaining why you are sending it to them.

CONTENT:

UPDATED PB:

https://teamfi.zendesk.com/hc/en-us/articles/1500005927402

MACRO:

https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/23268501096083 

Here is a video training for this update: https://www.loom.com/share/6d4f2e13e1a249fa9b6bbf569385c661?sid=947c269b-916b-4f01-9d0e-b53c9b727fbf