Relevant People for Each Department

1. Product Listings

   • • Derek Share

     • Calvin Pangabdi

2. Amazon Listings Team

   • • Tabish Syed

3. Logistics Team

   • • Alan Tse

     • Graciela Chang

     • Stella Wang

     • Cathy Lam

     • Ivan Li

4. Marketing Team

   • • Yann Tran

     • Syed Tabish

5. Product Managers

   • • German Chan

     • Jacky Cheung

     • Raymond Lee

     • Hyman Young

     • Francis Yuan

6. B2B Managers

   • • Jarred Co

     • German Chan

     • Steve Baeckelandt (Lectron Only)

7. OAS Warehouse Team (USA)

   • • Jesse Mason

       • • Jesse@owenallensolutions.com

     • Jada Mason

       • • Jada@owenallensolutions.com

8. Drexel Warehouse Team (Canada)

   • • Order processing/shipping

       • • kellogg.orders@drexel.ca

         • 519-266-3400 x 122

     • Receiving (Please do not use this email for order processing related matters)

       • • Emily Giguere

         • kellogg.receiving@drexel.ca

         • 519-266-3400 x 107

     • Inventory (Please do not use this email for order processing related matters)

       • • Parvez Shaikh

         • inventory@drexel.ca

         • 519-266-3400 x 129

     • Billing

       • • Richard Hibbert

         • richard@drexel.ca

         • 519-266-3400 x 104

     • Returns

       • • Saim Butt

         • rmawarehouse@drexel.ca

         • 519-266-3400 x 138

     • Escalation for all

       • • Khaleem.mohammed@drexel.ca

         • 519-266-3400 x 127

     • Additional Operational Escalations

       • • Kurt Strikwerda

         • kurt@drexel.ca

         • 519-266-3400 x 117

     • Account Escalations

       • • Marcel Caballero

         • marcel@drexel.ca

         • 519-266-3400 x 133

9. Logispro Warehouse Team (Europe)

   • • Marian Saga

       • • office@logispro.cz

Amazon FBM Order Cancellation Process

1. Step 1:

   1. • Please acknowledge the customer’s request for cancellations and let them know that you will get back after checking with the operation team. 

      • Note: Do not confirm whether the order can be cancelled or not unless verified with the HK team. 

2. Step 2:

   1. • Add the request in the CS case approval sheet and under proposed resolution add “confirming with the cancellation request with the team” 

3. Step 3:

   1. • Post the cancellation request with the Sales channel and order number in the “Amazon Order Cancellation” group. 

      • Eg: Amazon.com, #12345689; Amazon.de, #987654321

4. Step 4:

   1. • Tag the respective person for cancellation request follow up and assign their name under the “Pending Action” column in CS case approval sheet

        1. • Raymond Tijang (US) - OAS

           • Grace (For DE, IT, GR,NL, IT,ES and CAN) - LogisPro and Drexel

5. Step 5:

   1. • Grace and Raymond will confirm whether the order was successfully cancelled in their respective warehouses. 

6. Step 6: 

   1. • Grace and Raymond to confirm whether the orders are cancelled in the group and assign it to “Tabish” under the Pending action column in CS case approval sheet.

      • Raymond and Grace update “Approved Resolution” column to “Shipment cancelled”

7. Step 7:

   1. • German - Verify “Approved Resolution” column value is “Shipment cancelled” in 

      • CS case approval sheet

      • Cancel order in Amazon Seller Central. Once order is cancelled, assign the Pending Action column to Jessielyn, Reman, Veronica or Reiner to take action 

8. Step 8:

   1. • Inform the customer whether the order can be cancelled or not. Close the ticket

Shopify and Other Channels Order Cancellation Process

1. Step 1:

   • • Check if the order has been fulfilled yet or not. We need to cancel the shipment before we can cancel the order.

2. Step 2:

   • • If not, check if the order is being fulfilled by Amazon FBA or our Warehouse

       1. • For Amazon FBA shipments, you can send a cancel request directly on Amazon Seller Central. Then, wait for the order to be cancelled  on Channeladvisor.

          • For Warehouse orders, send an email to the relevant warehouse contacts and ask them if we can still cancel the order.

3. Step 3:

   • • After the shipment has been successfully canceled, create an Asana task for Raymond Tjiang. He will handle the cancellation and refund.

4. Step 4:

   • • If the shipment cannot be canceled, then we cannot cancel the order.

Replacement Process

1. Step 1:

   1. • Seek approval from the relevant person (German Chan) if we can send a replacement.

2. Step 2: 

   1. • If the replacement is approved, check if we have stock in Amazon FBA and the Warehouse.

      • You can check through Channeladvisor.

      • If it is sold out in both, create an Asana for the Logistics department to investigate when we will be back in stock.

3. Step 3: 

   1. • If we do have stock, you can send a replacement to the customer.

      • Always use Amazon FBA to send the replacement. Only use the warehouse if Amazon FBA is sold out.

      • If in stock in Amazon FBA:

        1. • You can create the fulfillment order yourself and ship it to the customer. Make sure to use "Standard" shipping service level.

      • If out of stock in Amazon FBA, and in stock in the Warehouse:

        1. • Create an Asana for the Website Order team to fulfill the order through the warehouse.

4. Step 4: 

   1. • Inform the customer of the replacement tracking number once available.

Returns and Return Label Process

1. Step 1:

   1. • Seek approval from the relevant person (German Chan) if we can send a return label.

2. Step 2: 

   1. • If the return or return label is approved, check for the reason the customer is returning the item.

        1. • We pay for the returns if:

             1. • Defective or Damaged Product

                • Missing components inside the product

                • Late or Delayed Shipment

                • Shipping Error (Wrong item or quantity sent)

                • Ebay returns (We offer free returns on Ebay for any reason)

           • Customer pays for the returns if:

             1. • Changed mind

                • Ordered the wrong item

                • Don't need the item anymore

      • If any reason is not stated above, please clarify with the relevant contact person what to do.

3. Step 3:

   1. • Sending a return label to the customer:

        1. • If we pay for the return:

             1. • It must be sent back to our warehouse with our prepaid label, even if it was shipped from Amazon FBA.

                • You can request for the prepaid return label from the relevant Warehouse contacts

           • If the customer pays for the return:

             1. • If the order was shipped from Amazon FBA, ask the customer to ship it back to Amazon FBA. You can create an RMA label from the Amazon order page.

                • If the order was shipped from our warehouse, ask the customer to ship it back to our warehouse. The address is:

                  • OAS (USA)

                    • Wasserstein Returns c/o OAS

                    • 2700 4th Ave East, Ste 110, Shakopee, MN, 55379-1713, USA

                    • +1-952-213-8820

                  • Drexel (Canada)

                    • RMA - Emily/Aram, Dropcases-Wasserstein c/o Drexel

                    • 100 Kellogg Lane, London, ON, N5W 0B4, Canada

                    • +1-509-266-3400 x 122

                  • Logispro (Europe)

                    • Wasserstein Returns c/o LOGISPRO s.r.o.

                    • PLOVDIVSKÁ 3400, 14300 PRAHA, CZECH REPUBLIC

                    • +420-603-486-980

4. Step 4:

   1. • Once you have received the return label, you can send it to the customer.

      • Keep the case or task open until the item has been returned to our warehouse.

Device/Camera Returns Process

1. Step 1:

   1. • Aside from the Refund and Return Label task above, you also need to input the Device or Camera returned into our sheet.

      • This only applies to Devices and Cameras not manufactured by us such as Ring, Nest, Arlo, Blink.

      • https://docs.google.com/spreadsheets/d/17JZ_dfk8bFYyBzRnMe19WPuh_Qf5dY2hfUXBpPaSNHs/edit#gid=1790197964

2. Step 2:

   1. • Complete the relevant information from Columns A to F and H.

      • Update Column I once it has been successfully returned to our warehouse.

Tracking Shipping Errors Process

1. Step 1:

   1. • Once a shipping error has been committed, identify what the source of the error was:

        1. • If the error was caused by OAS:

             1. • Complete columns A to K in this sheet:

                  1. • https://docs.google.com/spreadsheets/d/1NgG5n6d_VG3s7y8__dLZBp4zC-pOQTf7f5E6RENtWls/edit#gid=0

                • Then, send a shipping error email to OAS. The template can be found here:

                  1. • https://docs.google.com/document/d/1od5VbaGagrkTQsml1Q3NuzOZmrCNgjuZMG_g3CaKnkQ/edit

           • If the error was caused by Wasserstein:

             1. • Complete columns A to L in this sheet:

                  1. • https://docs.google.com/spreadsheets/d/1NgG5n6d_VG3s7y8__dLZBp4zC-pOQTf7f5E6RENtWls/edit#gid=1986288842

      • For both scenarios, make sure the issue gets resolved with the customer.

Product Issues Process

1. Step 1:

   • • If there are any product issues such as defective, damaged or missing components, you need to input it into the CS Case Log.

     • https://docs.google.com/spreadsheets/d/1r_FLKClLcoGgy3O4OcnaWoWuYDMOKlUAUmKpdVidE7A/edit#gid=48855732&fvid=163902729

2. Step 2:

   • Waiting for Product managers to review the case to see if we are going to:

     • send replacement

     • return / return

     • do further investigation because of repeated problems

Customer Services Template

(Keep updating)

1. https://docs.google.com/spreadsheets/d/1jltArmmONkydIUeoUJ9DyMN2l5-uscKWZaLnK0Nm2o0/edit#gid=1233534456