F.A.Q.s

When emailing customers, please be sure to use “we” or “us” and remember that our email responses should always have the following components:

• Greeting (“Hello _____,”)

• Positive Opening Statement (“Thank you for contacting our team today!”)

• Resolution in the Body (this should address the cx’s concerns and explain how you will assist them)

• Positive Ending Statement (“Please let us know if we can assist with anything else at this time”.)

• Farewell & Signature (“Best regards, _______”)

Generally, there should be a line break in between each of these components. This ensures that our replies always look uniform, regardless if the replies are long or short. Please see the example below:

Emails on cxOne should look like:

Every time there is an interaction with our customers regarding a specific order such as an order status inquiry, cancel request, refund request, etc., or an account inquiry, e must leave notes under the “Items” tab.

What notes must contain

We MUST start with “Contacted us by email/chat” which you will be able to find in the upper buttons for pre-designed notes.

The check mark “CS NOTE” will have to be marked. This will be followed by the case number.

If the customer sends snapshots, add them to the note. If not possible to upload, add the case number. Not adding the photos to the notes will deduce points from the notes component.

Note Formats (Customer's Tab)

• Ticket notes

  • • Cx contacted us by email – CASE NUMBER – description of inquiry/request/problem—solution offered/provided

• Chat notes

  • • Cx contacted us by chat – CASE NUMBER – description of inquiry/request/problem—solution offered/provided

• Account Closure

  • • Cx contacted us by email/chat – CASE NUMBER – Requested to have account deleted – Removed CC Info- Unsubscribed and disabled account

• Change E-mail Request

  • • Cx contacted us by email/chat – CASE NUMBER – Change E-mail request –  E-mail updated successfully

• Fraud

  • • Cx contacted us by email/chat – CASE NUMBER - Address blocked for fraud

• Change password request

  • • Cx contacted us by email/chat – CASE NUMBER –  Change password request – Password update successful

If a customer claims somebody else has used his/her credit card with us, please do as follows 

Verify the payment information

• • • Last 4 digits of the CC

    • Card's holder last name

    • Expiration Date

    • Transaction's date and amount 

For other payment methods use:

• • • PayPal: OTCH

    • Apple Pay: APAY

    • Google Pay: GPAY

Search for the transaction (PlanetArt Admin)

• Go to "Tools" tab

• Click over "Search for Credit Card Txn"

• Make sure you select the correct brand you're looking into: Web or Freeprints

• Populate the required fields

• Last Name of the customer who placed the order

• Date order was placed

Once the charge has been located we don't provide any information from the person who placed the order.

• Send the information to block the address to the Slack channel cust_care_support

• Flag the customer's account

• Remove the credit card information

• Disable the account

• Process a full refund for the disputed order.

• Afterwards we must advise the customer to contact their financial institution to report the fraudulent transactions

If no fraudulent transaction is found you must advise the customer to contact their financial institution and ask them to provide a copy of the bank statement showing the transaction.

What is a Help Ticket?

A Jira ticket or a Help Ticket is a request, sent to the IT and Development department when there’s an issue with the apps, system errors with Admin, and whenever we find system related order problems.  

This is a list of the severity levels and when to choose each depending on the issue. You will file most HELP tickets under Normal severity unless told otherwise by your Sup/QA.

Severity

• Emergency – Issues that are affecting multiple customers and their ability to purchase from APP.

• Trending – A bug that has been reported before or there is notice of multiple reports of.

• Normal – Regular bug or order that can be fixed in 1 day.  Basically not meeting the emergency or trending criteria.

• Low – I suggest not using this unless CS is cognizant that this is not a high issue.  For example, “icon in app looks not centered”.

Freshdesk Ticket URL – Add URL as normal and IF applicable for transparency

Add a private note on Admin/MAX (if no order/account to register the note) with the ticket number you received. 

At the bottom of your help ticket, please include the user information, such as email, device information, platform, etc. You'll find that info on the first interaction we've had with the customer or at the Overview tab under the payment information.

If handling a chat, the Detail button will show tickets and other chats. If there is a ticket referring to the same issue you just handled by chat, you must close it in order to avoid duplicate or different solutions to be given.

What if the customer's concern is already addressed on Admin, but a new ticket was sent?

Sometimes, you will find issues that are already answered and taken care of, however, you won’t see duplicated tickets as shown above.

If you find this problem, you will need to do a simple search either in the Cases section by content= and the order number or the customer's email on the Customer section.

If after doing so, you are still unable to find the ticket that is already answered, the private note should read as follows:

“Issue handled, unable to find duplicate ticket.”

And then change the status to closed/resolved.

PlanetArt has customers that order from around the world. Some countries have very stringent laws designed to protect individual's personal data. Particularly, the European Union (EU).

What GDPR and CCP stand for?

General Data Protection Regulation (GDPR)

It has a comprehensive set of laws in place to ensure their citizens’ personal information is protected and that each individual will have a say in what happens to their data.

The included countries on it that we currently manage are:

• Ireland 

• Spain 

• The United Kingdom

California Consumer Privacy Act (CCPA)

In the United States, California in particular also has stringent privacy laws, the California Consumer Privacy Act is modelled largely on GDPR, and other states are likely to follow suit.

How to identify a Privacy Concern caused by a mixed order?

Please keep in mind that we only escalate if it is a mixed order case. 

Keywords to identify a privacy concern:

• Privacy 

• Privacy rights

• Right to be forgotten

• Right to erasure

• Right to removal

• Removal of personal information

• Deletion of personal information

• Erasure of personal information

• General Data Protection Regulation 

• GDPR

• California Consumer Privacy Act

• CCPA

• Shine the Light

• California Civil Code

How to handle a Privacy Concern caused by a mixed order?

Once you identified it is a privacy concern by encountering one or more of the words or phrases above, you should proceed as follows:

• Refund and replace the order (if the customer declines replacement, only issue a refund and send notification to printer of the error)

• Respond to the customer with the customer service aspects of the incident, e.g., “we have refunded, we have re-submitted your order at no charge to you...”

• Then including in your email to the customer the following:

“We take consumers’ privacy rights very seriously, and, for that reason, we are escalating your inquiry within our organization. You can expect to hear back shortly from us.”

And finally, this is very important, and it is the new addition to the protocol. 

You don't have to fill up any forms, however, you need to send an email through your Outlook account to Privacy Reports: privacyreports@planetart.com. 

This must include:

• A brief description of the issue, the reason it's being escalated and the actions we have already taken and copy all supervisors. 

• A screenshot of the case where it shows the keywords used, please make sure the case number is visible, as the examples below:

• • • This is available as an option on customer facing website only

    • Customer who wish to use alternative payments, they will need to place their own order online, and set up their account

    • Customers may select any of our options to pay in installments

How do refunds and returns work?

Full refunds

If you have returned an order in its entirety and the full amount of the order is refunded, any upcoming payments will be cancelled and any payments you have already made will be refunded back to the card you paid with.

Partial refunds

The same principles apply if you’ve returned a portion of an order and received a partial refund. Let’s use the below example to show how this works.

What happens when I return my order and I have monthly payments? 

Returns work the same way for Pay-in-4 and Pay Monthly orders. Once the merchant receives the item(s) and processes the refund to your Afterpay account, the order will be updated. The refund is applied to your order starting with your final payment and working backwards to earlier payments. For Pay Monthly orders, all interest that you have already paid is non-refundable.

You can find more information regarding Afterpay here.

If a customer has reported receiving the wrong order (another customer's order AKA a mixed order) please request for the customer to provide us:

• • • • •  the order number 

        • snapshot of the product received.

Procedure

If only one item is mixed, you should partially refund the order and replace only this ite

If the whole order is mixed, you should refund and replace it complete

If the cx gets their order and someone else's, you should only refund the order and ask them to confirm if it arrived complete

Second order handling

• If we successfully receive a snapshot of the mixed order, and the snapshot allows us to locate the other order possibly affected, we want to notate that second order with snapshots as well.

• We will not automatically refund and replace the second order. 

• We will only refund and replace if the other customer contacts us to report a problem with their order.

A couple of reasons for this:

• Not all cases of mixed orders result in both customers having incorrect orders. Sometimes, this happens due to a duplication issue, where an order is duplicated, and the duplicate goes to a second customer rather than an actual swap of packages.

• We do not want to outwardly alert a customer that their order may have been mixed up. If no issue with their order, we want to avoid causing potential worry.

Privacy concern

If a customer’s inquires or complains about a mixed order and refers to privacy issues, the matter should be escalated.  Please refer to the establishes procedure on the Privacy Concern's Issues.