This document reviews the guidelines for when notes are needed for the account and order. Also to set up a guideline on how much information is needed for the note.
GUIDELINES
Account Notes should be made every time it is related to the overall need of the Account
Order Notes should be made every time an inquiry is submitted about the Order
No note is needed if it is regarding a product questions not related to an Order or Account
PROCEDURES
Account Notes
Note to indicate inquiries about:
Future Discounts
How many Lost Order Refunds already processed
Friendly Fraud when identified
Courtesy Offers
Order Notes
Note to indicate inquiries about:
Shipping
Tracking
Delay in Processing
On Hold
Damaged/Missing/Wrong Items/Order
Discounts
Payment/Refund
Products on the Order
Customs
No Note Needed
Not needed if asking
Product suggestions
Product recommendations
Do you Ship to….
Note Format
When making a Note include the Ticket/Chat/PayPal ID/Social Media Channel
Provide as much details as possible when creating an RMA or Discount so the approval team can review and understand the situation fully
Include your name for reference
Example: Ticket ID 23443 Customer rcvd 5 lost order refunds - John
Example: Chat 2222 Customer claimed damaged pics provided - Sam
The notes should be detailed enough so that another agent viewing the order can understand what happen without having to reference back to the conversation.
Example: Ticket 1234 - Customer has a delay in delivery, customs event, reached out to DHL Inq, awaiting response - Sarah
When in doubt, it is better to make a note rather than not.
We want to make sure to have a history of the previous conversations when needed.
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