Rock Topics and Notes Repository

Fi AIO and Newsletter Homepage

 https://sites.google.com/sirius-support.com/fi-aio/home

https://sites.google.com/sirius-support.com/fi-pupdates/home 

Chat Schedule Aug 28

Return Policy  - Collars Purchased from Authorized Seller

Fi series 3 -  https://shop-nick.staging.tryfi.com/products/smart-collar-v3 

Customer Has 2 or More Warranty Replacements

Staging Website for Series 3

https://shop-nick.staging.tryfi.com/products/smart-collar-v3

https://marketingsite-s3-staging.tryfi.com/ 

S3 Macros and Playbooks 

• Fi Collar::S3 - Why Can't I Buy the S3 Collar ONLY with No Subscription?

• Fi Collar::S3 - Customer Ordered Wrong Size Collar - Used S2 Sizing Instead of S3

• Fi Collar::S3 Upgrade:: What About Old Fi Series 1 or 2 - NOTE After launch old macro S2 Upgrade:: What About Series 1 Use will go away. We will use S3 Upgrade instead instead.

• Fi Collar::S3 Upgrade::Upgrade in Fi App - NOTE After launch old macro S2 Upgrade:: s2 in-app upgrade will go away. We will use S3 Upgrade instead.

• Fi Collar::S3 Upgrade::What's Included - NOTE After launch old macro S2 Upgrade:: What's Included will go away. We will use S3 Upgrade instead.

• Presales::Sizing & Fit::S3 - Sizing Help - NOTE After launch old macro Presales::Sizing & Fit::Sizing Help will go away. We will use S3 Sizing Help instead.

• Presales::Sizing & Fit::S3 Extra Small Size - NOTE After launch old macro Presales::Sizing & Fit::Extra Small Size will go away. We will use S3 Extra Small instead.

• Presales::S3 - What's Included ***PREFERRED MACRO*** - NOTE: I will update our current macro Presales::What's Included Series 2 day of launch to push towards an S3 purchsae.

Playbook

• Materials Used & Technical Specs

• Fi Collar How It Works

• Disable Wi-Fi from Module - NOTE: We do not want agents doing this unless absolutely necessary. If you HAVE to do this, be cautious!

• Strong Wi-Fi

• Notifications

• Common Troubleshooting Scenarios
  
  

Where Is My Order? (WISMO) Macros and Workflows S3 Order Delays

S2 and S3 sites

The control group with S2 & S3:

https://shop-nick.staging.tryfi.com/products/smart-collar-v3

The Experiment with only S3:

https://api-nick.staging.tryfi.com/api/ecommerce/shop_redirect?e=s2&v=b&sig=868bcb76ee2df060d1b445f9ed37909d29a73b0f0fe0c198672a8b146cdd6470

Monthly Customers interested in an S3 Upgrade

Update and New Macro for Monthly Customers interested in an S3 Upgrade. TLDR they will not qualify for an upgrade until 2023. New Macro created: S3::Not Eligible For Upgrade - Monthly Plan Customers Only

Internal Playbook Article here for a full list of upgrade policies.

Additional Macros for S3 Launch

Arielle and Brynn have created macros to help agents resolve Series 3 tickets. Here is a list of them to help you get through launch 

Presales::S3::Sizing & Fit::Growing Puppy

Presales::Sizing & Fit::S3 - Sizing Help

Presales::Sizing & Fit::S3 Extra Small Size

Fi Collar::S3 - Customer Ordered Wrong Size Collar - Used S2 Sizing Instead of S3

S3::Why Is S3 More Expensive Than S2?

Fi Collar::S3 - Why Can't I Buy the S3 Collar ONLY with No Subscription?

Fi Collar::S3 Upgrade::What's Included

New Articles on Help Center page

Updated and new articles have been flipped in the Help Center and ready for you all and the customers for today 

 Happy Launch Day 

Account Information

How Do I Reset My Password?

I Logged Out of My Fi Account/Got a New Phone, How Do I Log Back In?

Referral Program

What is Fi's Referral Program?

Comparisons

What Is the Difference Between Fi Series 3 and Series 2 Collars?

How Does Fi Compare to Other Smart Collars and 3G Trackers?

Shipping

When Will I Receive My Order?

Sizing

What Size Fi Collar Should I Order?

What Size Fi Collar Should I Order for My Growing Puppy?

Wi-Fi

How Do I Add or Remove Wi-Fi Networks?

Understanding Wi-Fi Connectivity & Coverage

Wi-Fi Troubleshooting

Subscriptions

What's Included in My Fi GPS/LTE Subscription?

What Is the Cost of a Fi GPS/LTE Subscription?

What is the Fi Subscription Trial Period?

How Do I Update or Cancel My Fi Subscription?

Fi Base

Can I Use My Fi Series 2 Base with My Fi Series 3 Collar? - NEW ARTICLE

Fi Collar

What's Included With a Fi Collar "Kit" Purchase?

Are Fi Collars Waterproof? - NEW ARTICLE

How Will I Know If the Fi Collar Has Cellular Coverage in My Area?

FCC Info

Where Can I Find My FCC ID for My Fi Collar or Fi Base? - NEW ARTICLE

How to check if S3 Order  is New Purchase or Upgrade.

Sharing this video on how to thoroughly check if a Series 3 order is a New Purchase or an Upgrade.

Proactive Warranties (Alex ONLY)

@everyone Hi Team! We have a new ticket type that is coming our way asap! The requests will initially be coming from SLACK, and there will be a dedicated channel for these "#cx-proactive-warranty"

Details about this ticket type can be found in this playbook https://teamfi.zendesk.com/hc/en-us/articles/14673689392019#h_01H2H4EE9DP87HFEAXGH2PMSSB

Under Proactive Warranties (Alex ONLY)

We also have a video on how to work on this. Please follow this video, as it will tell us how to create the ticket using a workflow.

https://www.loom.com/share/445f68f46e8a4ffc8d92037a9c95439d

ShelterLuv Partner - with WF

Brynn Hamlett - Fi

hey hey! Two new ticket types for you guys with new flows 

• Nano - ShelterLuv Partners Writing In For More Microchips

• Nano - Shelterluv Integration

PB article Nano & B2B Tickets BPOs Can Handle updated. Both of these processes will be billed to the Nano team vs. cx and have been tagged nano_billingHere is a video overview of the ticket types but the flows will tell you exactly how to handle!

Activation Troubleshooting Ticket types

Hi Team!

We have a new ticket type called "Activation Troubleshooting". We urge everybody to make sure we are fully equipped and understand all the context and terminologies/languages this ticket has, by watching the training video and reading the training slide and playbook.

I already have uploaded/saved all (PB, WF, slide and video links) this in our Newsletter/Pupdates. In case you do not have the link for our newsletter, here it is: https://sites.google.com/sirius-support.com/fi-pupdates/home

I have bookmarked the training slides under the fipartner@tryfi.com google account. You can access it there.

Although we have a workflow for this, this ticket is a technical, so please make sure to run to all materials thoroughly, and raise any questions that you have.

Also, if you come across to any part of the WF or Playbook that does not makes sense, let us know so we can raise it to Fi.

Clear Billing - PayPal (PAST DUE INVOICE)

@everyone Hi Team! If you come across on tickets where it has a PAST DUE, and you are asking the customer to update their billing, kindly doublecheck first their current billing information before sending the update billing link.

If their current billing is PAYPAL, you will need to clear it first before sending the update link, as they can't update their billing information if PAYPAL is what's initially saved in their account. To clear their billing, please follow the steps in this video.

Please take note that it is super important that we are clearing the right Recurly account. This needs to be error proof procedure, as we can mess up ones account billing information.

https://share.tryfi.com/yAuJZzdk 

Warranty Claim Form Compliance

Hi Team! Jaeda has a very good question about the form, and I asked Fi for clarification.

Initially, they asked us to proceed with assisting the customer, as long as the ticket is from the Webform.

Now, if the ticket came from the web form, but the request type in the ticket is "General Request", we will need to ask the customer to fill out another form and choose "Warranty Request" from the dropdown.

The macro again is Warranty Claim::File Claim Through Form

Warranty Claim Form  Compliance - Update

@everyone Hi Team!

It looks like we've been referring customers to the warranty form incorrectly, particularly on software issue tickets. Noelle has flagged a couple of these tickets.

I explained to her how we understood the communication that was sent to us, and she acknowledged that. Noelle has clarified our confusion from Brynn, so starting today, here is how we will determine if we will refer a customer to fill up a warranty request form or proceed with troubleshooting on Software issues: (please note that we only ask customers to submit a warranty form if the ticket came from Email, Mobile SDK and other web form aside from Warranty)

1. If customer is reaching out with a software issue (collar offline, not charging, short battery life), and did not mention that they want to file a warranty claim, just looking for help on how to resolve their issue, we no longer need to ask them to fill in the warranty form, we can go straight in troubleshooting.

2.  If the customer is reaching out with a software issue (collar offline, not charging, short battery life), and they say something like  “I want to file a warranty claim, the collar is not working”, and we found out it's offline, or "I want to get a replacement, my collar is in warranty, it is not charging", we will ask them to fill in the warranty form using the macro Warranty Claim::File Claim Through Form, and tailor fit it, by saying " based on what we are seeing, a reset should help. please complete these steps" and provide the reset instructions.

Let's practice this now, and let me know if you have questions.

Thank you

Exchange (No Invoice under CX's Recurly)

Abdullah Naidoo: I normally send the following -

Hi [name],

Thanks for reaching out, we are here to help!

All Fi bands are interchangeable depending on their series - this means if you ordered the wrong size, we'll simply want to swap out the wrong sized band for the correct size for their series.

If you ordered the wrong size, or have an unused band that has been purchased within 30 days, we will honor an exchange.

For us to proceed, please provide us details of what you’d like to exchange (ie. change of size or color) and the invoice number.

Best,

Alex @ Fi

New QA Rubrick as of Jan 2024

@everyone Hi Team! Sharing the new QA Rubrick, for everyone's reference and guidance

https://docs.google.com/spreadsheets/d/161OKFSfITG3OB-W65EpukdN_XbHN1Qj3jT2W7NVzk4A/edit#gid=1691030129 

Steps on how to handle cancellation with past due

1. Open Recurly

2. Find the subscription they are looking to cancel

3. Click options and then click Cancel Subscription.

4. Click Terminate Subscription

5. Click the invoice that has the Past Due

6. Click Invoice Actions

7. Click Stop Collection

8. Continue with cancellation workflow, inform cx of cancellation and no further billing

Fi App is now being integrated to Strava!

CONTENT:

PB: https://teamfi.zendesk.com/hc/en-us/articles/25020213750419-What-is-Strava-Integration 

Macros:

https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/25274320534931 

https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/25274742111891 

https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/25274893971859 

https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/25274860631059 

Video:

https://www.loom.com/share/28570203dffa475ca044657e4bb7f5b1?sid=d6ae8fc0-cc7c-4430-90b1-4ffde119de68  - please mute this video when you watch it unless you want to hear clicking sounds.

NEW Series 3 Out of Warranty(OOW) 1-Time Exception Policy

KEY FACTS:

This is a one-time exception per item per membership per year.

When the exception is applied, Agents must leave an Account Note in the customer's Recurly account saying they made an exception & must include the sub ID: *"S3 OOW exception for SUB ID for ITEM NAME replaced".

After the RMA is processed, it will appear in the private channel

Slack Channel. You must copy the Recurly Account Note there, too.

See https://docs.google.com/spreadsheets/d/1X4fjb6ElaHUl43yEmXn0-QYbhNc7MXvdVMsQC5OOIaY/edit#gid=1870557288  > Policy Exception Tab > Series 3 Warranty Exception for the process.

BPOs CAN handle this!

CONTENT:

Scribe: https://shorturl.at/azEHZ 

UPDATED: https://docs.google.com/spreadsheets/d/1X4fjb6ElaHUl43yEmXn0-QYbhNc7MXvdVMsQC5OOIaY/edit#gid=1870557288  > Policy Exception Tab > Series 3 Warranty Exception 

UPDATED PB:

https://teamfi.zendesk.com/hc/en-us/articles/11981547650195-Replacement-Programs#01HMF2XZ2EB35JQ4FSCCEHNWFS 

https://teamfi.zendesk.com/hc/en-us/articles/1500005826701-Warranty-Claim-Reason-Codes 

UPDATED Flow:

Series 3 Replacement Program

SOI DOG FOUNDATION

I am leaving this information here, so that everyone is aligned.

Name: Dana Pullen

Reseller Company name: Soi Dog Foundation

Their account is linked to adoptions@soidog.org

This reseller does not need to submit a Sales Tax exempt certificate, but they need to order the giftcards using the adoptions@soidog.org

SCHEDULE SHEET

https://docs.google.com/spreadsheets/d/1ShZDhnWYPaeQd9rBIFGxKG5v2GJA_TviMsR_jfCwxi8/edit#gid=529117748 

Let's make sure we adhere to the schedules indicated here.

Ticket Not Escalating

Hi Team, if a ticket is not escalating please remove the tag - wf1_csr_hardware_fi_collar_warrantyclaim and attempt to escalate once more 

How to Identify and Upgrade

Hi Team, a quick note about Upgrades, if a cx upgrades you will see their Subscription has expired and been refunded.

You also can check in their recurly itself to verify if it is an upgrade, if it looks different then they haven't upgraded and instead have bought a new plan on the website (This is not an upgrade)

If a cx reaches out about activating their collar please use the following pbs.

An Upgrade - https://support.tryfi.com/hc/en-us/articles/24075212870931-How-Do-I-Activate-an-Upgraded-Fi-Collar 

Not an Upgrade - https://support.tryfi.com/hc/en-us/articles/8819479555219-How-Do-I-Activate-a-Replacement-Fi-Collar

S3 New purchase - S3 Setup Fee is indicated

S3 Upgrade - S3 Setup Fee is missing

S3 Cancellation Training

@everyone Lastly, please find time to watch the recording of our Training. This will make everything easier. Take note of questions that you can think of, and we will meet on our official training introduction for this ticket next week when I come in.

https://drive.google.com/file/d/13epSq7HlWhsKSWlSqRRSjkaa91tFaFVX/view?usp=sharing 

Tips on how to solve more:

1. As much as possible, cut the number of back and forth. If you are sending a response, make sure to send all details, educate customer properly, and provide possible resolution at the time of response, without sacrificing quality (grammar, ticket reviewing, comprehension, etc)

2. Find a system/strategy that is convenient. I have showed some of you on how I use Magic Tool extension, which is helpful in replying to tickets without macro.

3. Familiarizing how the workflow behave and answer. Have your Playbook and Help Center ready all the time.

How to Relink Collar

Hi Team, here's a quick video on how to relink an unlinked collar to the customer's account.
https://drive.google.com/file/d/1gpoIJaIuHHmNl8Swz_IhPm0QTPn2SN5Z/view?usp=sharing  

Membership Cancellation Policy

When a customer reached out to us for GPS plan cancellation request, we pushed back and the customer still wants to cancel, we will need to determine if they are within the return period FROM THE TIME THEY REACHED OUT, and not at the time they decline our pushback.

Sample ticket: https://tryfi.zendesk.com/agent/tickets/822496 

This customer reached out Feb 28, 2024, which is 41 days from the time they renewed. I understand that they responded March 7, 2024, declining our pushback, which is beyond 45 days, but that is not where we justify the renewal period, but instead, it's from the date they reached out.

Activation and Onboarding Tickets.

https://drive.google.com/file/d/1he9P0lzSiMEcVkYLz49fpj_FeL5yf_Do/view?usp=sharing 

NEW PRICING for Series 3 Memberships Rolling Out Later Today!

CONTENT:

⭐UPDATED Macros:

WF::Subscriptions::Cancellation- S3 Launch (refund ineligible) - "upgraded" to month to month plan - https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/14845198580755 

Subscriptions::Series 3 Membership::2+ Disputes = Cancelled Membership - https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/15647722194579 

Presales::Subscriptions::General Info & Pricing - Series 3 - https://tryfi.zendesk.com/admin/workspaces/agent-workspace/macros/11792156269843 

⭐UPDATED Help Center (will be published soon):

What Is the Cost of a Fi GPS/LTE Subscription/Membership? - https://support.tryfi.com/hc/en-us/articles/7048893018003-What-Is-the-Cost-of-a-Fi-GPS-LTE-Subscription-Membership 

USER AUTHENTICATION

@everyone Hi Team! I believe almost everybody has noticed about the new field called "User Authentication". This is simply means that we now have a process for us to authenticate if the requester is the account owner. Fi is creating a workflow for us for this process, but to be honest, it is pretty straightforward.

Here is a document that you can use to verify accounts, while waiting for the workflow. This needs to be opened in fipartners account.

https://docs.google.com/document/d/17Oe24ab8--EtWyz_yaJdeLIoUHLX0ii-B7xvXuYQN1c/edit 

If you come across to accounts that you have identified as UNVERIFIED, please escalate them to CX Team.

How to Determine a User's Time Zone

Team, here is the document on how you can determine a customer's timezone using their phone number

https://docs.google.com/document/d/18nBnH99n1zbVng4Qne00Q60cpxepS8by82HeeHGrzFA/edit?usp=sharing 

Amazon Customer - Missing Items/Received Wrong Item

If you run into any Amazon customers who say they are missing items or received the wrong item in their order.

Can you please forward these to the Core Team using "Escalate to Fi" Macro.

This will run until further notice.

Voluntary Time Off

Voluntary time off (VTO) is the program where employees take time off from work without losing employment to balance work, personal, or family demands. Voluntary time off is offered by companies to their employees to take unpaid time off (subject for approval) without losing their employment status.

S3 Close Lost - Process Cancellation

Fi Internal process in routing Close Lost and Retention tickets.

How to Check US Timezones in Current Time

US Timezones current time

https://www.time.gov/ 

Fi App Issue - Inaccurate Step Count

Hi team, please note that there's currently an issue with the Fi App that is causing the step count to be inaccurate.

If customers report that their app isn't tracking steps from previous days, kindly ask them to close and reopen the Fi App to refresh the data and view the correct stats. Thank you! 

Contact Sub Reason  - Update and  Meeting Recording

Video link: https://us02web.zoom.us/rec/share/UdnDIJwkJPj2UmXychtrnosvlTVpisIcKEX4uyExIvcBe4IHSzaETmGW9txGV-HX.KAIYARPhm25gWf6s

Passcode: *0ak0Bxp

Deck: https://docs.google.com/presentation/d/1RbPLFMW9YFNRlidnxrPjgxg41k29J_RQDkd-H5QiZTU/edit#slide=id.g2efd7594238_0_25 

Important update for Nano tickets.

In every ticket scenario, where we will need to send free samples (nano application, free microchip program, shelterluv, etc), make sure that the address in the Household owners and under the Contact Information in the reseller's admin account, should be both updated.

If you do not update both, there is a high chance the shipment will be delivered to the wrong address.

For strict compliance. Let's avoid any errors.

How to use Recurly using Fipartners@tryfi.com

Update! Finally, Recurly has been fixed! But instead of logging in using fi.support@sirius-support.io , it was moved to fipartners@tryfi.com 

Steps on how to open recurly using that email address are in this recording.

https://drive.google.com/file/d/1Ax6ookHz_awCbL8hDet0Bc6nYBTzz7kL/view?usp=sharing 

Let me know if you have questions. Please start picking up the pace in trimming down the queue.