If an order needs to be placed on Operation Hold, please make sure to add the reason in the Notes section (Gift note section in SH) after selecting the hold. There’s no need to include the PayPal or sticky order number.
For strict compliance.
Cascaded by: Georgina
Please be reminded of the followin:
SMS CB ESCALATED NUMBERS
Please make sure that all numbers requesting for Outbound Sales are properly logged under the SMS CB ESCALATED NUMBERS tab. This allows us to track and manage all callback requests efficiently.
Email Callback Requests
For customers from email requesting a callback, please leave a note on the sheet — but remember, this sheet is solely for sales calls only.
Any cancellation or refund requests should still be processed and handled through email, not logged on the sheet.
$20.05 Credit Explanation
A gentle reminder to always take time to explain how the $20.05 credit works to customers. Doing this helps us minimize the need for outbound calls and reduce AHT.
Inbound Sales Tab
astly, all CSRs who successfully placed an order through an inbound call should log their entries on the OUTBOUND SALES SHEET under the “Inbound Sales” tab.
This helps us maintain a clear overview of the sales we’re receiving through inbound calls weekly.
Cascaded by: Danielle
Please be reminded of the following important updates regarding Hubstaff tracking:
Final Hubstaff Records
The Hubstaff logs of our CSR teams will now serve as the final basis for timekeeping.
No Manual Adjustments
Missed clock-ins/outs, OB, idle time, or late starts will no longer be adjusted manually.
Extensions will not be allowed, as manual scrubbing is already discontinued.
Overtime (OT)
Overtime must be notified and approved ahead of time to be included in the plotted authorized hours.
Unnotified OT will not be honored.
Fixed Hours
Payment will be based strictly on the shift reflected in Hubstaff.
Standard worked hours are 7.5 hours. Falling below this will result in an abandoned shift and deduction from pay.
Please manage your working hours responsibly and ensure you are properly logged in/out in Hubstaff to avoid pay deductions.
Cascaded by: Georgina
Please note the NEW UPDATE for Returns of International Orders:
Previously, under our Refund Pushback process, customers with international orders were not required to return their products due to the high cost of international shipping. Instead, we offered the highest discount credit for Oricle Hearing Aid and the highest bundle offer for Splash Cleaner, Splash Spotless, Splash Spray, and X-All Toilet Cleaner. If the customer declined, we proceeded with a full refund without requiring a return.
What’s NEW:
We will still offer the same credit and bundle options first. However, if the customer declines, we’ll now provide an additional offer where we emphasize our Return Policy and Terms & Conditions, noting that returns include a $4.95 reprocessing fee and that the customer is responsible for return shipping costs.
As a gesture of goodwill, we can instead offer a 50% refund without requiring a return and waive the reprocessing fee. This saves the customer the hassle of returning the item and avoids additional charges.
(This applies only to shippable items. Intangible items such as expedited processing, priority checkout, or warranty are excluded.)
Please use the following macros as your guide:
OHA – Int’l Upgrade Declined
SPLASH – Int’l Bundle Declined (change the brand name as needed for Splash Spotless, Splash Spray, and X-All Toilet Cleaner)
For Oricle Hearing Aid:
Yes: If the customer accepts the partial refund offer, process the refund — no restocking fee and no need to return the product.
No: If the customer insists on returning for a full refund, use the OHA – Return (Within 30 Days) macro. Provide the return address and process the refund with the $4.95 reprocessing fee.
(If the customer later chooses not to return the item, that’s fine — no need to mention this upfront.)
For Splash Cleaner, Splash Spotless, Splash Spray, and X-All Toilet Cleaner:
Yes: If the customer accepts the partial refund offer, process the refund.
No: If the customer declines the bundle offer, follow the usual handling - Refund Without Returning the Product using the SF_RP_FULLREF macro.
Cascaded by: Yurie
We’re currently experiencing an ongoing postal strike in Canada, which has led some customers to request cancellations. However, since most of these orders have already been shipped, we’re no longer able to cancel them.
For the meantime, kindly use the response below (feel free to adjust wording as needed):
Thank you for reaching out.
We understand your concern regarding the current Canada Post strike. Unfortunately, once a parcel has arrived in Canada and is with Canada Post, we're unable to cancel or recall it from our end.
We're closely monitoring the situation, and parcels will resume movement as soon as operations allow. We truly appreciate your patience and understanding during this delay.
We can also issue a $10 credit to the customer for the delay and inconvenience.
Suggested addition to your response:
We've issued a $10 credit to your order as a token of appreciation for your patience and understanding during this delay.
Cascaded by: Yurie
Reminder: When modifying an order, always double-check customer info, items, pricing, and delivery details before saving. Accuracy first—let’s prevent errors. Thanks team!
Cascaded by: Georgina
This is a gentle but strict reminder that for all orders coming from Canada, the Incoterms should always be tagged as DDU (Delivered Duty Unpaid) and not DDP (Delivered Duty Paid).
Please apply this rule in the following cases:
When creating manual orders
When checking/confirming orders
When making any modifications
If you notice any order tagged as DDP, please make sure to update it to DDU immediately.
Quick Difference Refresher:
DDU (Delivered Duty Unpaid): Seller delivers goods to the buyer’s country, but the buyer handles and pays for import duties, taxes, and customs clearance.
DDP (Delivered Duty Paid): Seller takes care of everything, including delivery, import duties, and taxes—buyer just receives the goods.
As we do not shoulder any import taxes or customs clearance, it is essential to tag all Canada orders as DDU for proper compliance.
Cascaded by: Danielle
Identify the Back Order (BO) .
Use the Main SKU Sheet to find a replacement item.
Match the quantity and price correctly for the new item.
Cancel the backordered item from the order.
Remove the order from Operator Hold once the replacement has been made.
The Main SKU is the base item for a group of related products, and it connects all the Sub SKUs together. It essentially serves as the umbrella for all variations.
If a Sub SKU is backordered, we refer to the Main SKU for available stock to fulfill the order, replacing the backordered Sub SKU.
Cascaded by: Kohleen
Go to ShipHero and locate the order number you need to cancel.
In the Action Section, click on the CANCEL ORDER button.
Select YES for refund to Shopify when prompted.
Always make sure to save the order, troubleshoot, or offer reshipment based on the customer’s issue before proceeding with cancellation.
For orders on Address Hold due to non-response from the customer or on Operator Hold due to backorder, please apply this cancellation process accordingly.
Cascaded by: Kohleen
Effective Immediately:The Masterlist now uses segmented order numbers for each of our brands.When creating a manual order, please ensure you use the correct order number corresponding to the specific brand. Applicable when creating New order, Reshipment and Replacement under warrantyThanks for your attention to detail! Let's continue working with accuracy!
09/17/2025 Update: Oricle Manual Order - Order Number Masterlist:
09/10/2025 Update: Oricle Manual Order - Order Number Masterlist:
If you are creating a reshipment for an order, please use the order numbers under the "Reshipment only" tab found in the same sheet Oricle Manual Order - Order Number Masterlist
Cascaded by: Michelle
When calls come in, the caller will first hear the following greeting:
“Thank you for calling Oricle Hearing Aids {or other brands}. For quality assurance, this call may be recorded. Please listen carefully to the following options. If you would like to place a new order,please press 1. If you have any other concerns or inquiries, press 2 or stay on the line. Thank you.
”Call Routing / Tiers:
Tier 1: Calls where the customer presses 1 – these are New Orders Expectation: Agents should be ready to assist with product details or order creation.
Tier 2: Calls where the customer presses 2 or stays on the line – these are General Inquiries / Other Concerns.
Expectation: Agents may handle questions about existing orders, shipping status, product support.
This way, when you see which tier the call is coming from, you’ll immediately know the type of request and be prepared to respond appropriately.
Remember, always greet the caller after with your name, brand and a friendly tone.
Cascaded by: Brai
New Rule
• Please wait at least 18 hours before creating a manual order for any missing order.
• The system has a retry feature that attempts to re-add failed orders within 1–12 hours
of creation.
• Many “missing orders” end up being automatically re-added, which can cause duplicate manual entries if we act too soon.
What to do
When you see an order missing:
• Take note of the order missing.,
• Do not create a manual order until 18 hours have passed since the original order
creation/placed.
b. After 18 hours, if the order still has not been created automatically, proceed with the
manual creation in ShipHero.
Why this change?
• To prevent duplicates.
• To reduce unnecessary manual work.
• To ensure smoother order management for customers.
We’d like to clarify how our Lifetime Warranty works to ensure we’re all aligned when handling customer concerns.
The warranty covers a one-time replacement only.
Once a replacement has been issued, the warranty is considered fulfilled.
The term “lifetime” refers to the duration of coverage, not multiple replacement claims. The warranty does not reset after a replacement is made.
Please be reminded of the proper process when addressing duplicate charges:
Once you refund a duplicate charge in Sticky, always ensure to review the corresponding order in Shiphero.
If the order shows as cancelled, you must immediately create a manual order so the customer’s product is not missed.
This step is essential to maintain accuracy in our records and ensure customers receive their orders without delay. Thank you for your continued diligence and attention to detail.
Please be guided by the updated refund process for customer inquiries involving the Oricle Hearing TrueFit Behind the Ear. This ensures consistent, clear communication across all calls.
Full Call Spiel
Thank you for calling [Company Name]. I'd be happy to explain how the refund process works for your Oricle Hearing TrueFit Behind the Ear purchase.
For this order, refunds will be processed only for the Oricle Hearing TrueFit Behind the Ear unit itself.
Since you agreed to our upgrade offer, your previous order—whether that was the 2.0 or Pro version—is no longer eligible for return. This is because, as part of the upgrade, we provided you with a credit or discount voucher from your previous purchase. That voucher was applied directly to your TrueFit Behind the Ear order, reducing the original price of $289.99 to a much lower amount for you.
With that being said, refunds will only apply to the TrueFit Behind the Ear purchase. Your previous order's payment was converted into that discount voucher, so it is non-refundable.
Quick Reference – Key Points for Agents
Refund coverage → Only the Oricle Hearing TrueFit Behind the Ear unit is eligible for a refund.
Why previous orders aren’t included → Accepting the upgrade offer voided the return eligibility for earlier purchases (2.0 or Pro).
Voucher explanation → Previous payment was turned into a discount applied to the TrueFit purchase, reducing the $289.99 price.
Effect of the upgrade → Agreement to the upgrade = earlier order non-refundable.
Key message to customer → Refund applies solely to the TrueFit unit. Previous purchase is fully settled via the discount voucher.
Tone guidance → Keep explanations clear, calm, and professional. Avoid sounding apologetic—focus on the agreed-upon terms.
Reference — The objection handling guide for this refund scenario can be found in our OHA Draft Notes file. Please review it and ensure you are familiar with the exact responses before handling related calls.
If you have any questions about the process or need clarification on handling these cases, please reach out to your team lead or supervisor
We are now starting to receive refund requests for BTE. Since this is a new and different product from our other Oricle models, please gather detailed feedback when handling complaints or refund requests. Probing would be a little different on this device for some issues.
If they say it’s “too big” – Ask which part specifically. Remember, the BTE device sits outside the ear unlike our in ear models. If they say “too big,” confirm if they mean the device itself and then provide troubleshooting. The device sits comfortably in the ear and it is very lightweight so it would help if we get the specific details
If they say it’s “uncomfortable” – Ask for details. Is it the ear tips or the device? Again, the device is super lightweight, the ear tips are way softer than the other models. I've used it for hours and I didn't experience any discomfort. We really want to pinpoint what’s causing discomfort.
The goal is to collect clear, specific notes so we can improve support and help customers better.
Reminder: don’t skip troubleshooting! highlight BTE features and compare with the older model to show its value.
1. Initial Response & Data Gathering - When a customer inquires about retailership, dealership, or bulk orders, you must immediately collect the essential details before anything else:
Company Name
Website (if available)
Shipping Destination
Purchase Order (or intended order details)
If everything is clear and the order can proceed, the CSR may process the order directly without escalation.
2. Pricing Communication
For bulk orders, pricing is the same as listed on the website.
No special bulk discount applies at this time.
Free shipping applies automatically for bulk orders.
CSR should check the website for the exact bulk order pricing and inform the caller/prospect immediately—no need for TL approval for standard pricing.
3. Escalation Triggers - Only escalate to the TL if the customer has:
Special requests for discounts
Requests for specific payment arrangements
4. Legitimacy & Background Check
After all necessary info is gathered, forward to the TL for a background check when:
The payment arrangement is unusual or outside our standard process
There are red flags in the inquiry
The business details provided are incomplete or suspicious
To Summarize:
CSR collects all required details → Company name, website, shipping destination, purchase order
Check website pricing → Give the caller an accurate price instantly
Confirm free shipping for bulk orders
If special discount/payment request → escalate to TL
If all is clear → proceed with the order
If suspicious → TL runs a background check
When creating manual orders for Oricle, we now have to manually assign an order number. Here's how to do this:
Check available Order Numbers in this sheet: Oricle Manual Order - Order Number Masterlist
2. Choose the Order Number that is not marked "USED". Copy then paste in the Order Number text field in Shiphero (see screenshot)
3. Update the sheet by marking the USED Order Number. - VERY IMPORTANT.
What happens if you create an order using an already-used order number?
The system will not create a new order. All details you entered will not be saved. Instead, without showing an error message, the page will display the existing order with the same order number. You need to pick another order number and repeat the creation process.
To help save time and effort for your colleagues, please remember to keep the sheet updated.
Reminder: The new return policy refund calculation applies to all orders placed on or after May 23, 2025, the date the updated policy was rolled out.
How to Access the Refund Calculation Guide:
From the KBS Home page:
Scroll down
Click on Returns
Select: How to Calculate the Refund Amount for Returned Item/s
Please review the article and refer to it as needed.
Please note the update for handling customer inquiries about the Oricle Hearing rewards email.
Email says: "$50 rewards expiring today"
Actual offer: A limited-time promo gives $99.99 off, automatically applied at checkout.
Key points to explain to customers:
They got a bigger discount than expected — $99.99 instead of $50.
It’s part of a limited-time offer running now.
The discount was automatically applied, no extra steps needed.
Sample response:
Hi [Customer's Name],
Thanks for your order! We just wanted to clarify and share some great news. You actually received a bigger discount than expected.Although the email mentioned a $50 reward, there's a limited-time promo running right now that gives you $99.99 off instead!
Original price: $199.98
You paid only: $99.99
So instead of saving $50, you saved almost double!
Let us know if you have any other questions. We're happy to help!
Best,
Just a quick reminder:
Please make it a habit to check if an order in Shiphero is on operator hold. Once a customer’s concern has been resolved—whether it involves answering a simple inquiry, making a modification, or addressing any other issue—kindly lift the hold to ensure the order proceeds to shipment without unnecessary delay.
The same applies to cancelled orders—please don’t forget to lift the operator hold as well.
Please make sure you're following these 2 key steps when working with discount codes for BTE upgrades to ensure a smooth experience for our customers:
1. Update the ORICLE: CX Discount Code - Master Sheet in real time
As soon as you assign or use a discount code, update the Master Sheet immediately.
This keeps our records accurate and prevents duplicate code usage.
2. Double-check before sending a code to a customer
Before providing a code, search in Slack using this format:
in:#discount-code-deletion *insert code you're going to use*
If a result pops up, that means the code has already been used and should NOT be shared again.
Reused codes will not work for the customer (codes are only 1:1), and this could lead to a poor experience.
Let’s stay aligned and keep things running smoothly for our customers!
For customers inquiring about the specific ear dome/tip sizes for Oricle 2.0 and Oricle Pro (both use the same dome sizes), please refer to the following measurements:
Smallest – 9 mm
Medium – 10 mm
Largest – 12 mm
Kindly provide these details accurately when asked and let the customer know these are the standard sizes included in every package.
Just a heads-up – the Blaze Wifi Manual has been uploaded to the KBS.
You can find it by heading to KBS > Home > Resources > Product Manuals.
Just a heads-up – the Blaze Wifi Manual has been uploaded to the KBS.
You can find it by heading to KBS > Home > Resources > Product Manuals.
Inspect the item inside the package
Perform a quick test run if applicable
Reach out if there are any actual issues with the product itself
Just a quick reminder when handling inquiries about customs/import fees, especially for customers in Canada:
If a customer is charged an extra fee upon delivery, it’s most likely a customs duty or import tax collected by Canada Post on behalf of Canada Border Services Agency—not from our end. These are standard fees required by the local government for international shipments and vary depending on item value, type, and local laws.
It’s not a scam
We don’t receive any portion of the fee
Best to direct customers to Canada Post or their local customs office if they’re unsure
Take a moment to review your tagging entries under " June 2025 (Inbound)
The filtered transactions should not be tagged as "Inquiry", as these are refunded transactions. Kindly go through the tickets, identify the correct refund reasons, and update the tags accordingly. This report is critical for ensuring the accuracy of our refund data and insights. Please do the same with your July 2025 tagging.
Let’s ensure this tagging practice is followed going forward.
Reminder to consistently apply positive phrasing and acknowledgment statements—especially during heated or emotionally charged conversations with customers. These tools help us de-escalate situations, build trust, and maintain a professional tone that reflects our commitment to excellent service.
Why This Matters
Builds trust and reassures the customer that we are actively working to help.
De-escalates frustrated or upset customers quickly.
Creates a positive interaction, which helps with call management and efficiency.
Encourages customer retention, even after a poor experience.
How to Acknowledge and Pacify Emotion
It’s important we let the customer know we understand their frustration before offering a resolution. Use warm, human-centered statements like:
“I completely understand how that would be frustrating.”
“If I’m understanding correctly…”
“I would feel the same way in that situation.”
“Thank you for bringing this to our attention.”
“We’re truly sorry this happened. We’re committed to resolving it.”
“You’re right to be concerned, and we’re here to help.”
“I’ve experienced this issue recently too—I know how inconvenient it can be.”
Positive Phrasing to Keep Things Moving Forward
Instead of saying what we can’t do, try highlighting what we can do:
“We can’t process a refund yet.”
“The transaction is still pending, but I can help you process a refund in 30–60 minutes once it settles.”
“You’re wrong.”
“Let me clarify that for you.”
“That’s not our fault.”
“I’m really sorry this happened. Let me look into it for you.”
“There’s nothing we can do.”
“Here’s what I can do to help…”
Example: Acknowledging Emotions + Managing Expectations
"I’m really sorry you’ve had to deal with this. We completely understand how frustrating that must be. Your refund is currently being processed, and it typically takes 3–10 business days to reflect, depending on your bank. If you don’t see it after that timeframe, please let us know—we’ll be happy to assist further!"
Tips for Call Management
Start with empathy to set the tone.
Use positive phrasing to redirect the conversation from complaints to solutions.
Acknowledge feelings first, then provide steps or options.
Keep notes of frequent replies or reusable phrasing for efficiency.
Remember:
Even if we can’t give the customer exactly what they want, we can always give them a good experience through understanding, clarity, and support.
Let’s continue providing service that makes customers feel heard, respected, and supported.
X-ALL now ships to USA, Australia, Canada, and UK.
For customers requesting a call via email, please be sure to ask for the reason behind the request (if not yet provided). If the concern cannot be addressed via email, escalate the case for a callback as needed.
You may use the sample macro:
Thank you for reaching out. We've received your request for a phone call.
Before we proceed, could you please provide more details about your request? This will help us ensure it's directed to the appropriate team and handled efficiently.
Alternatively, please know that we're fully committed to providing the best possible support and are more than happy to assist you via email.
We look forward to hearing from you.
After sending the response:
Snooze the ticket for 1 day.
If no response is received within 24 hours, no follow-up email is needed.
Instead, escalate the case to the Call Requests Sheet, then close the ticket
For sales-related call requests, please escalate to: OUTBOUND SALES
We’re currently experiencing an issue between Sticki and ShipHero.
In some cases, Sticki creates duplicate orders, but ShipHero only generates one order that matches just one of them.
When a refund is processed in Sticki for the order that doesn't exist in ShipHero, it can accidentally trigger a cancellation of the only active order in ShipHero—even though that wasn’t the order intended for refund.
This results in unintended cancellations of valid orders in ShipHero, which can disrupt fulfillment and delay shipments.
To prevent errors and lost shipments, follow these steps carefully:
Check the Order in ShipHero:
Look at the Notes section in ShipHero.
Identify the Order ID listed there—this is the order we will NOT refund in Sticki.
Process Refunds in Sticki:
Refund the other order (not the one listed in ShipHero Notes).
If the refund triggers a cancellation in ShipHero and shows “Canceled from Shopify”, do the next step.
If an Order is Canceled by Mistake:
Uncancel the order in ShipHero.
Double-check that this order was NOT refunded in Sticki before proceeding.
Final Check:
Make sure only the correct order is refunded.
If anything looks unusual, pause and let me or your supervisor know before moving forward.
If this error occurs, add them, here:
Duplicate Order Cancellation Error
In addition to our previous cascade about handling duplicate orders, please take note of the following:
If you see two orders in Sticky, but only one order appears in Shiphero that includes both items, you may:
Modify the order accordingly based on the customer’s request
Process a refund for the item the customer requested to cancel
This helps us avoid sending duplicate items and ensures we're honoring customer requests accurately.
The Safety Data Sheet (SDS) for Splash Foam Spray has been uploaded to our KBS. You can find it by following these steps:
KBS Home Page → Resources Tab → Product Manuals → Splash Foam Spray - Safety Data Sheet.
Please note: This SDS applies only to Splash Foam Spray and cannot be used for other Splash products.
Just a quick reminder that in Q4 2024, UM decided to streamline packaging by using a unified bottle design for our spray products. The transition was completed for Splash and X-ALL 6 months ago—and now, it's Pee-Buster's turn this week.
If a customer asks why the Pee-Buster bottle looks different, you can let them know something along the lines of this:
'We've recently updated the Pee-Buster bottle to a new design that’s more efficient for production and shipping. Rest assured, the formula and effectiveness remain exactly the same—only the packaging has changed.'
Please make sure to take the time to clearly explain the $20.05 and other credit discount to the customer once they mention it during the inbound call. We've noticed that a lot of time is spent re-explaining this during outbound follow-ups, which is causing unnecessary delays in our operations.
As part of our standard process, it is your responsibility to address all of the customer's concerns during the inbound call, including the $20.05 and other credit discount, before escalating the order to the outbound sheet for placing assistance.
Let’s all work together to ensure smoother call handling and avoid repetitive clarifications.
Cascaded by: Danielle
Sharing with you our LA Return Warehouse Sheet and Lincoln Return Warehouse Sheet. These documents will serve as your reference in verifying whether a package has been returned or not.
Please continue to follow the same refund process and apply the offers.
However, for customers who are firm on requesting a refund, you may offer a 50% partial refund of the total refundable amount without requiring the product to be returned.
Our Oricle Refund Pushback Macros have been updated. The focus is now centered on the BTE Upgrade offer. While the refund option remains available, it is now presented more discreetly and is no longer emphasized or explicitly stated.
What we need to do:
Start with a personalized opening – Acknowledge the customer’s concern and guide the conversation toward the BTE upgrade as the best resolution.
Lead with the BTE Upgrade offer and highlight its features – Emphasize how TrueFit can directly address the customer’s issue and provides enhanced performance compared to Oricle 2.0.
Present the refund option discreetly – The macro now prioritizes the upgrade offer, while keeping the refund available in a more understated way.
Please take time to review the updated macro and begin applying these changes moving forward.
The Chargeback macro has been updated. We will no longer ask customers to close the case, as a chargeback—once filed—is already recorded against us, even if the customer later decides to close it.
What’s new:
Moving forward, we will inform customers that a chargeback has been filed and is currently in process. Please advise them to contact their bank directly for any updates regarding the refund, as we no longer have access to the case or its outcome once it’s been initiated.
Note: This applies to card payments only.
PayPal disputes will continue to follow the usual process, where we ask the customer to close the case first. Once closed, it can be forwarded to our PayPal team, led by Ms. Dianne.
Kindly ensure this is strictly followed moving forward.
Please remember to log all your breaks accurately in Hubstaff.
For breaks, click the coffee cup icon located at the upper left corner of the app.
This icon only appears when the timer is active.
Use it for 15-minute breaks, lunch breaks, and restroom breaks.
Also, after each break, make sure to switch back to "Call/Email Support, Social Media or Blended" and make sure that your timer is running.
This helps avoid any unpaid time and ensures your hours are tracked correctly. If you have any questions or need help with Hubstaff, please feel free to reach out to me or your supervisor.
Please be reminded that any returned orders previously handled or touched by Team Danielle agents must be reviewed thoroughly before taking any action.
What to Do:
Always acknowledge and read the notes left on Sticky — these are a critical part of our order probing process.
Orders with the note:
"Do Not Refund: Did not meet T&C - Package marked as RTS cannot be processed"
Should not be refunded under any circumstance.
This note indicates that the order did not meet our Terms & Conditions, and a refund is not allowed as per our return policy. If you're unsure or need clarification on a specific case, feel free to reach out directly to the agent who last handled the order or contact me for support
Let’s stay aligned and consistent in all return-related processes.
If the customer has not received the order yet/the subscription product has not yet shipped, and they request to stop the subscription:
Use explanation/clarification macro on what they want to do with the order.
Place the order on hold while waiting for their response.
⤷If the customer insists on canceling, then proceed with:
Stop subscription + Cancel SH order + Process refund immediately
If the customer has already received the subscription order and then complains:
Stop the subscription only
Process a refund only if the customer insists
Let’s apply this flow consistently for all relevant brands.
“Inquiry” & "Follow Up" concerns should only be resolved with a “Resolved with Reply.”
If you are processing a refund —whether during a call or in response to an email ticket—the concern should not be tagged as an “Inquiry” / "Follow Up."
Instead, identify the root cause behind the refund and apply the appropriate tag.
Examples:
If a customer requests a return because the product is not charging, tag as:
Complaint > Order_Quality > Doesn't Work – Not Charging
—not the generic Inquiry > Return > Return Process.
If the customer is following up on a refund and you see that it was not processed (by the previous CSR) the first time, determine the original reason for the refund.
For example, if they initially requested a cancellation due to a change of mind and you were only able to process it upon their follow-up, tag as:
Complaint > Cancellation > Entire Order – Change of Mind
—not just Follow Up > Refund Follow Up.
Proper tagging helps ensure we track issues accurately and address root causes effectively.
A long thread was added to the OHA Truefit BTE cleaning brush, and you might be wondering how to use it. Here's a quick guide:
How to Clean the Ear Tube:
Gently pull the silicone ear tip and hearing aid unit away from the ear tube. ️
Insert the long thread attached to the cleaning brush into the ear tube. This will help push out any earwax or dirt that’s lodged inside.
Finishing Up:
Reattach the ear tube to both the silicone ear tip and the hearing aid unit. Be gentle to avoid any deformation of the ear tube.
This method ensures that the hearing aid ear tubes stay clean, functional and in top shape!
Go to the KBS page.
Select the RESOURCES tab .
Click on the Cascade & Handling Updates Compilation link to view the latest updates.
Quick reminder for everyone handling escalations on our Shopify Refund Request sheet — please make it a habit to fill out all columns completely when submitting an entry.
Be sure to enter the correct refund amount that needs to be processed, so there's no need to review back notes or tickets.
This doesn’t just apply to the Shopify sheet — the same goes for all our escalation sheets.
Let’s keep things clear and efficient for everyone involved.
We've noticed that whenever we modify or cancel certain items from an order, the entire order gets cancelled automatically.
Please note: if the extra items are charged separately in Sticky, and that extra item gets refunded in Sticky, it may trigger cancellation of the entire order in Shiphero.
Posture Benefit - will now start with 'PO' (while PB remains for Pee Buster)
Glabrous - will now start with 'GS'
As you may have noticed, Best Breath is now offering free shipping on the 4-pack option.
We are currently testing this free shipping offer on the 4 packs for Splash Spray, Glarbous, Barks no more, and Dentablast. We are running the test on 50% of the traffic which means some customers may see the offer but others won't. If you manage to encounter inquiries from customers, please handle accordingly.
Ensure that all your saved orders are posted in the Saved Orders sheet along with their email address. Make sure to update the sheet promptly with all relevant information.
Some customers are getting confused about receiving PayPal Shipment Notifications. They're thinking it's for a new order when it's actually for their previous purchase.
To address this:
Reassure customers: Let them know that the email is a confirmation for a previous purchase and not a new order.
Clarify tracking details: Explain that the tracking information provided is from their past order.
Inform about recurring orders: Assure them that we do not have recurring orders set up.
While we work on finding a solution to prevent this confusion, let's make sure our customers are informed and reassured.
For chargeback cases marked with notes such as "Chargeback received and DO NOT REFUND," where no refund is displayed on Sticki, please inform the customer that our back-end team is currently handling the matter. Ensure that the "Chargeback - With Sticky Note" macro is used for these situations.
We will no longer request customers to close the chargeback or ask them for proof. Instead, we will inform them that the chargeback has been received and that we can no longer process the refund on our end. They should wait for confirmation from their bank. If they wish to follow up, they should do so directly with their bank.
It takes about 20-30 flushes for the Splash Tank Cleaner to last.
We only send follow-up emails for orders placed on operator hold, cancellation inquiries (modification requests / asking reason for cancellation), and packages lost in transit specifically when offering a reshipment. These are the only cases where we send follow-up emails.
Take note that we only send one follow-up email, then a final follow-up /closing ticket if there is still no response after a few days.
If an order was placed before 12 pm, we will process the order the same day. If after 12 pm, it will be processed the next day.
Delivery timeframe is 1-8 business days for normal shipping and 2-3 business days for express shipping.
Call Targets:
Inbound - 200 calls per week
Outbound - 60 calls per week
Email Target:
140 daily
700 Weekly
We're beginning to receive a few orders from Canada, Australia, and the UK. It might not be practical for customers in the UK and Australia to return products to our fulfillment center for a refund due to potentially high shipping costs. For now, we'll maintain our current refund policy.
We can offer them two options:
Refund $10 (so they can buy their own instead) or
Return for exchange (same return policy applies)
Warn the caller: Please be informed that we do not entertain spam or prank calls. If you have no legitimate inquiry, I will be obliged to end this call.
Wait for response.
If still no valid response or valid concern, deliver the closing spiel: Since I dont hear any positive response from you, I am forced to hang up this call. Goodbye.
No one will be allowed to change the card details of a customer. Due to Sticky's compliance with the AMLA, we cannot process refunds to customers who changed their cards. If the customer wishes to receive a refund from another bank, regardless if it's the same name, please have them contact their bank instead.
List of brands that are now on Amazon:
Barks No More
If you ever encounter an order containing a non-existing SKU, we need to replace it with an existing SKU. Usually, orders like this indicate "NO" in the "Ready to ship" detail found on the right side of the order. This order won't ship until the correct SKU is added. Please follow these steps on how to update the order in Shiphero:
In another tab, search the product name of the non-existent SKU in Inventory>Product.
If the search displays too many results, find the one that matches the product name, and the price and has available allocation.
Get the SKU then add it to the order.
Delete the non-existing SKU and update the order.
For reference, see sample order KE65269.
Please note that when a merged order is canceled, all the combined orders will be canceled too. To avoid this, we need to unmerge the order first from the master order. The master order is where all the merged orders can be found.
In every merged order, Shiphero displays a message at the topmost part of the order. It will indicate the master order. Click the order number.
Scroll down to see the merged orders. Select which order is due for cancellation by ticking the box next to the order number
Click “Unmerge Orders”. The unmerged order will no longer show here.
In order for the remaining orders to be processed, click “Reprocess” in the Actions panel.
Proceed with the cancellation of the unmerged order by searching the order number again on the "Manage orders" page.
Only the following individuals are authorized to process orders and modify customer card details over the phone:
1. Ammurie Malabanan
2. Braimar Ancheta
3. Danielle Crizaldo
4. Dianne Tulang
5. Jacky Cortez
6. Kohleen Sabanao
7. Noevemer Montecillo
This change also impacts our Aircall phone flow system, which now includes an Interactive Voice Response (IVR) system. When a customer calls in, they will hear the following message:
"Thank you for calling <Store name>. For quality assurance, this call may be recorded. Please listen carefully to the following options.
If you would like to place a new order or update your card information, please press 1.
For any other concerns or inquiries, press 2 or stay on the line. Thank you."
Kindly acknowledge this post by commenting "Got it" to confirm that you have read and understood these updates. Thank you!
Horizon Direct unsubscription concerns should be tagged under Horizon Direct, while Sub and Save unsubscription requests (recurring order) should be tagged under the Brand she is subscribed to like Splash, Barks No more, etc
Verify the Sender: Always double-check the sender's email address for any discrepancies.
Avoid Clicking Suspicious Links: Hover over links to see the actual URL before clicking.
Watch for Red Flags: Be cautious of urgent requests, misspelled URLs, and generic greetings.
Report Suspicious Emails: If you receive a suspicious email, kindly notify a manager on shift.
When someone uses the word “chargeback” always refund them 100% of what they’re asking for, including shipping!
When someone threatens to contact the Attorney General (I would not refund them shipping until after refunding them other things and seeing if they’re still angry)
When someone threatens to contact the BBB (I would not refund them shipping until after refunding them other things and seeing if they’re still angry)
If you are having issues with your Aircall app, you can use the cloud-based one which is https://phone.aircall.io this should lessen the "no internet issue" in Aircall.
Dentablast
BarksNoMore
Glabrous Skin
Jet Surge
Oricle Hearing Aid
Powdered products like Splash Foaming Cleaner do not have warranties.
Ask to stop:
" Im sorry if you are upset, [customer name]. I am here to help you and will do the best I can to resolve this issue, but I am unable to do so if you continue to swear."
Warning:
"I am happy to help resolve this issue, but if you continue to address me in this fashion, I will be forced to end this call."
Closing Spiel :
"Unfortunately, I will have to disconnect with you at this time due to your tone and treatment of me. We do not tolerate this kind of language, so I'm ending this call. Please feel free to send your request or concern to ( support email). Thank you!"