KB: German Team: HWIFY

HWIFYs (How Was It for You), are customer reviews that are checked by the team before being published on the website. 

They can be found in CMS under:

• Reviews (see left hand side)

• HWIFY Admin (see left hand side, marked white)

• Select “German Only” at the top right-hand side of the page to filter the reviews. (see blue tick)

Below is an example of a German HWIFY: 

Whenever a review is left, we send it to cs_germanteam@schuh.co.uk and CSSupervisors@schuh.co.uk This is the same process whether the review is positive, negative, approved or disapproved. The email addresses can also be found in F:\CustomerServiceStaff\Team Germany\Templates.

1.)        First, click “Copy to Clipboard” on the review you want to send around.

2.)        Next, open a blank template in DE MM and press paste or Ctrl V

3.)        Enter Email addresses. In the subject box, enter Customer Feedback – DE Website – Approved/Disapproved (delete as     necessary)

4.)        Provide an English translation for the review

5.)        If the review is negative and disapproved, provide an explanation as to why we have disapproved it (*see below for more details)

6.)        Go back to HWIFY admin and select “approve” (green) or “disapprove” (red) as necessary 

Why do we disapprove reviews?

 A review does not automatically need to be disapproved just because it is negative. However, if the review is false or misleading for other customers, we would disapprove this. Examples include:

• A customer is unhappy that they cannot use a discount on a sale item, but this is mentioned in the T&Cs

• The customer has misinterpreted some tracking information and is unhappy (anything related to a customer order would be disapproved and we would contact the customer to see how we can help)