Notes

Notes for customer service:

Tools:
Portkey( User: Perfectly Posh
Zendesk
V.O
Perks remaker

Looking at those items which have been damaged/aren't included in the box
Not in the box: we give perks to these people, need to add

1. find order number (also need what's missing & order number)
2. Copy order number
3. open up the order number in Portkey (shows everything in the order, shipping inc, and wheather shipping is split(?))
4. Click on orders tab
5. Put order # onto order number filter section (just enter in digits with percentage symbols at beginning and end) (Tells the machine to only look for numbers of that type.)
6. Check box that says include ship orders and canceled orders
7. Click on items details on last column of order (tells what was ordered and what was shipped)
8. RARELY Thr
9. Order request status: Was it damaged? Missing? Order Request Type: What did we do? Send a replacement?
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1. Snag order number
2. Throw it into portkey (KEEP PERCENTAGE SIGNS)
3. QTY to promise: How many products available in inventory
4. Since this customer needs a refund, go to PP's website and look up the items by name. Under the price will show how much in it to perks ($1 = 100 perks, $10 = 1,000. Use these perks for refunds, and keep this ratio in mind as you apply these perks!!!) (This works even if the item is out of stock)
5. DO THE ACTION, AND THEN RESPOND!
How to add perks:
There are Customer Numbers and Influencer Numbers. Customer Numbers covers both.
1. Grab the customer number through V.O, and insert it into the customer Perks tool.
2. Check to make sure that the perks haven't been applied already
3. Enter the dollars converted into perks
4. Select as ADD, MANUAL, and MISSING
5. Go back to ticket and add MISSING damaged macro
6. Edit macro so that it's specific for each customer (show damaged, ticket, perks, and
7. Add in order type and other type
8. Keep track of order numbers and items replaced
9. Courtesey Perks: Extra perks added in order to make frustrated customers feel better. 600 perks kind of covers the equivelent of shipping

Missing = Mispick (a specific item or items are gone)
loss = sent out, but box wasn't there (everything is gone)


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Tell them something's out of stock if the customer requests for a replacement, and you have to give perks.



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$50 equivelent of perks can only be added at once. If the order is $60+ of perks Fill out the RMA (return merchandise application) form. It gives you a link to fill out this form. Under reason put in damage/missing
if it's the whole package, enter in one SKU and then in the comments state "entire package"
"Submit form for customer" macro for everyone.
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Shipping Status Orders:
1. Pull up order in portkey
2. Click on Status, if it's delievered, tell them so, if it's in "transit"

If something's longer than 10 days from the last update that ISN'T DELIEVERED it's lost
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Canceling orders:
Orders can be canceled pre-five minutes
"Hey, I have good news, here's the tracking number, it's on it's way to you."
customer has to send the package back for a refund.