SHARETREATS

Buyer contacted us that they haven't received the code for their Share treats order (tagged as delivered)

Confirm to the user if they already coordinated with Seller (Sharetreats) and anticipate the response within 72 hours. If the seller did not respond within the said timeframe, ask for the screenshot of the conversation for reference. Acknowledge the concern and advise the buyer that we will coordinate with the assigned department.

Kindly check the following before proceed:

• With existing case:

Acknowledge the concern and inform the buyer about the status of the case and advise to anticipate the update via email within 24 to 48 hours

• Without existing case:

Acknowledge the concern and advise the buyer that we will coordinate with the assigned department. Create case (On-hold) > Create Child case (Open) then transfer to PSC Malasakit

Escalation Template:

Hi Team, Seeking your kind assistance, please. 

ON:
Product Name:
SKU:
Concern: The customer contacted us about the orders she made from ShareTreats. She hasn't received the code for the transaction and would like to be updated or issued with a new one. The seller is not responding to her queries.
Proof: Lazada IM chat with the seller

Thank you!

SAMPLE TEMPLATE FOR ACKNOWLEDGEMENT

Hi 

Greetings from Lazada Philippines!

This is Ryan from Philippines and i am writing in regards with the following:

ON:
Issue: Code still not received to claim the share treats order
Resolution: we will coordinate this to our assigned team for further investigation and also to contact the seller directly and discuss what happened. Kindly anticipate our assigned team feedback within 24 to 48 hours via emai.

Thank you for your patience and understanding

Should you need any further assistance, you may chat with us by clicking this link: www.lazada.com.ph/helpcenter and hitting the'Chat Now' button.

Best regards,
Ryan | Lazada PH | Customer Service