Difference between revisions of "Local (Vincent Fang) Items"

Latest revision as of 09:19, 15 January 2025

GUIDELINES for VFANG ISSUES AU and NZ:

PLEASE NOTE: ALL requests/cases regarding VFANG ITEMS, AU, and NZ, with or without proof should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform to make sure that the concern is raised to the supplier as on time as possible and to make sure that the claim is filed within the agreed time frame with the supplier. Failure to comply will be escalated to the respective TLs.

• FAULTY - ask for video (except for safety hazard issues, just advise customer to send us a detailed description how it happened) and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform
  

• DAMAGED - ask cx for photos and to specify part/s that need to be replaced (if it can be fixed by replacement parts) and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform
  

• WRONG ITEM/MISSING PART/S - please make sure to ask the following details below; and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform
  

1. the item you got (if parcel is unopened, NO NEED to open and take picture)

2. the model number on the box

3. the package with a postal label on it

4. specify the exact missing/needed part (for missing part only)

• NOT AS DESCRIBED - please make sure to add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform and ask customer for proof and details.
  

PROPER TEMPLATE ( once we received proof from customer ):

Please be informed that we have already forwarded your concern to our technical team for checking. In case they need additional information, we will let you know. Please allow us 3-5 business days to work on this. An update will be provided to you as soon as we receive one from our technical team. Thank you for your patience and understanding.

• CS – All VFANG cases should be assigned to JOHN V or PAULO
  
• eBay, CKM, and NZ- Ticket should not be assigned to VFANG TEAM, instead it must be in progress to you.
  

REBUTTAL TEMPLATE:

We understand and apologize for the inconvenience this may have caused you. Please understand that the photo/video we are requesting is a requirement by our technical department for issue recognition and warranty claims. We do not mean to make it more difficult on your end, however, if there is no proof of the issue presented, we are unable to claim a warranty for refund or replacement. Your understanding and cooperation are appreciated at this point. Rest assured that we will exhaust all possible resources to resolve the case to your satisfaction. Thank you for your help.

• DELIVERY ISSUES - Please fill-up the form ( https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform ). Please take note for OUT OF ETA ( AU ONLY ) you will assign the ticket to JOHN V or PAULO ( All Suppliers ). Please use LOSS TEMPLATE for the out-of-eta issues and add the case on the delivery form for the Vincent Fang item. (5-7 working days investigation frame)

• CHANGE OF MIND - always ask for a photo showing the item is still in the original package and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform. Please note for MATTRESS- for any COM cases, please confirm if the package is open before you accept a return. The supplier will not take return for mattress due to hygiene reasons if the package is opened.
  

COM template: Change of mind -Vincent Fang Items

-If the customer sends a photo of the item showing opened, advise the customer to sell the item for them to gain the amount they spend for the item.
-If the customer refuses the first suggestions, coordinate with JOHN V or PAULO.

• PRODUCT INQUIRY AND MANUAL - Please check first FAQ's before you forward your concern to JOHN V or PAULO. Please note No need to assign the ticket id. Please inform the customer we will get back within 2-3 working days for the update. Please add it to the form ( https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform ). After receiving the update from JOHN V or PAULO, information must be added to FAQs.
  

• REQUEST TRACKING NUMBER - You can ask JOHN V or PAULO for all the suppliers. Allow us 24-36 hours to update the tracking number. In case there's still no updated tracking number we will inform you.
  

• CANCELLATION or CHANGE ADDRESS - Please check with JOHN V or PAULO for all the suppliers.

Please note: No need to assign the ticket id. Allow us 1-3 working days to send you an update. Please add it to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform

• OUT OF WARRANTY - For out of warranty template , please go to Out of warranty AU
  

Please note: OOW - We could no longer claim with the supplier. However, we could check with the supplier if they could sell spare parts to the customer to fix the issue. No need to assign the ticket id. If there is a need to contact the supplier, add the case to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform

• FOR SAFETY HAZARD CONCERN
  

- Inform your respective TL's/SME
- Ask customer to send a photo of the item with the detailed description of the issue
- If customer not willing to take a photo, a detailed description will do
- Please forward the ticket to VFANG TEAM to handle the case
- ALWAYS REMEMBER: Uncooperative customer, please inform JOHN V or PAULO to request a return instruction from the supplier

ALWAYS REMEMBER:

• Please put NOTE on Kayako ticket ID
  

ORDER ID: xxxxxx

SKU: xxxxxx

• Please use proper notes on backend
  

Complaint/Inquiry Source: XXX-123-456

Issue: Faulty; I have even bought an adapter for my samsung and plugged into the HDMI and still doesn't work

Resolution/Recommendation: ask for video

• Please make sure that when you assigned the ticket to VFANG TEAM, the status should be NEW
  

• DO NOT OFFER ANYTHING TO THE CUSTOMER WITHOUT OUR ADVICE