Difference between revisions of "TEAM DAILY UPDATES"

From crazysales
Jump to: navigation, search
 
(126 intermediate revisions by 2 users not shown)
Line 1: Line 1:
−
'''November 30, 2021'''<br>
+
'''September 3, 2025'''<br>
−
[[Uploading proofs of damaged and faulty units for SKU: BY1159]]
+
'''1.''' '''Additional process for Orders Refunded via Special Store Portal:'''<br>
−
Please follow the steps provided on the above article to upload proofs for all damaged and faulty cases of SKU: BY1159.
+
*In addition to the standard procedures, after processing the refund in the portal, we also need to do another log by selecting the new issue type '''REFUND VIA PORTAL''' and Task Category '''PROCESS REFUND'''. Please refer to the sample below:<br>
  
 +
[[File:Refundportals.png|1000px|]]
  
−
'''November 25, 2021'''<br>
 
−
<span style="color:#36c">'''Promoting the Crazysales APP to the Crazysales customers:'''</span><br>
 
−
Please use this template as ending of every conversation with Crazysales customers only:<br>
 
  
−
Crazysales loves providing you with more convenience for your shopping. Now you can shop at CrazySales anytime and anywhere as long as you have a mobile in hand. Download the Crazysales App now!<br>
+
'''2.''' '''New issue type 'PRODUCT RECALL' added exclusively for Recalls:'''<br>
  
−
Android:   https://play.google.com/store/apps/details?id=com.crazysales.flutter.crazysalesapp<br>
+
[[File:Recallvoice2.png|1000px|]]
−
IOS:    https://apps.apple.com/au/app/crazysales-online-shopping-app/id1584291122#?platform=iphone<br>
+
  
  
−
'''November 15, 2021'''<br>
+
'''3.''' '''New task category 'CHAT (AI)' added exclusively for live chats via Jekka AI.<br>
−
<span style="color:#36c">'''Updated tracking info templates for the coming Xmas season:'''</span>
+
  
−
Your order was dispatched on xxxDATExxx via xxxCOURIERxxx with tracking number xxxxxxx. <br>
+
[[File:CHatAI2.png|1000px|]]
  
−
Please be advised that our 3rd party couriers are still operating on limited capacity and will be able to pick up the items within 1-3 working days. <br>
 
  
−
Normally, the estimated time of arrival is xxxNORMALxETAxxx business days to your location. However, due to COVID-19 restrictions/disruptions, courier shipment backlogs, ongoing online sales events and high volume of pre-Christmas purchasing, the delivery may take longer than expected.<br>
 
  
−
For tracking information, please visit: xxxLINKxxx or contact xxxNUMBERxxx.<br>
 
  
−
If your item is not delivered by xxxDATExxx, please feel free to get back to us immediately. We will follow it up for you.
+
'''September 2, 2025'''<br>
 +
'''Updated list of Technical-Purchasing Team:'''<br>
 +
[[File:Tech-purch 9-2-25.jpg|450px|]]
  
−
Should you have further inquiries, please feel free to email us back.<br>
 
  
  
−
'''November 09, 2021'''<br>
+
'''August 22, 2025'''<br>
 +
All return instructions for AU and NZ should include this reminder: '''Please DO NOT write or mark directly on the product's box.'''
  
−
<span style="color:#36c">'''Staff Updates'''</span>
 
  
−
Win Su - For all Win Su cases, please contact Keyya Li
+
'''August 20, 2025'''<br>
 +
'''TheMarket''' email is no longer active as your orders are now under '''The Warehouse Marketplace'''. For future orders, please contact '''onlineenquiries@thewarehouse.co.nz'''<br>
  
−
Melvin Soo - Please contact Kenny Zheng along with Matthew and Kang for warehouse inquiry/ies
 
  
 +
'''June 18, 2025'''<br>
 +
For '''SKU: 608-GY11L and 608-VT11L''' if you encounter this and the customer is saying that they are missing the basket (dehydration/spinner basket) or no dehydration function, please refer to the FAQ's for resolution. Once we provided the resolution from FAQ's explaining that the basket is not included and there is no drying or dehydration function, no need to create a GC with technical team. Just in case after we explained, the customer requested a refund/compensation, it's the time to escalate technical team (mention that we already explained to customer that there is no missing part).
  
−
'''October 29, 2021'''<br>
+
[[File:20250711-083331.jpg|600px|]]
−
<span style="color:#36c">'''Updated Backend Note Format:'''</span> Please use this format for every customer interaction.<br>
+
−
'''Complaint/Inquiry Source:''' (Facebook/Kayako/CKM/Chat/Inbound/Outbound/eBay)<br>
+
−
'''Reference:''' (Ticket ID/Chat ID/eBay Case#/eBay Message link)<br>
+
−
'''Issue:''' (specify the issue and provide details)<br>
+
−
'''Resolution/Recommendation:''' (specify resolution and the approver)<br>
+
  
 +
'''April 30, 2025'''<br>
 +
'''Newasian warehouse new address<br>
 +
Leah:02108469576<br>
 +
Email:leah@nalexpress.com<br>
 +
28B Bell Avenue Mount Wellington, Auckland 1060<br>
  
 +
'''FD warehouse new address <br>
 +
Jin:64 9 275 7646 <br>
 +
Email:warehouse@freightdirect.co.nz<br>
 +
22 Toiawaka Road, Drury 2579<br>
  
−
'''October 04, 2021'''<br>
 
−
<span style="color:#36c">'''Label Printed is now Exported for Label Printing'''</span><br>
 
−
On the main backend, the '''''internal status'''''  ''''Label Printed'''' has been changed to  ''''Exported for Label Printing''''. This internal status means that our system has generated the label via the API and the warehouse staff will download and print it out in the morning. Orders with this kind of internal status should not be cancelled unless it was authorized by the warehouse staff (for all items coming from Crazysales warehouse in Australia), or by VFang team (for all local / Vincent Fang items) or by Sarya/Steve/Skye (for dropship items coming from China). Please note that contacting '''Warehouse Team''' for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for orders with this internal status should only be done ''' before 9:00 AM Philippine Time'''. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.
 
  
 +
'''February 25, 2025'''<br>
 +
'''Technical Customer Service Team Assignments'''
 +
{| class="wikitable"
 +
|-
 +
! style="background:Black"| <span style="color:#FFFFFF">BREEZY</span>
 +
! style="background:Black"| <span style="color:#FFFFFF">CHILLY</span>
 +
|-
 +
! scope="row"| Keyya
 +
Appliance + Furniture
 +
! scope="row"| Bella
 +
|-
 +
! scope="row"| Mia
 +
! scope="row"| Jenny
 +
|-
 +
! scope="row"| So
 +
! scope="row"| Yvonne
 +
|-
 +
! scope="row"| James
 +
! scope="row"| Linda
 +
|-
 +
! scope="row"| Polly
 +
! scope="row"| Anna
 +
|-
 +
! scope="row"| Kitty
 +
! scope="row"| Rena
 +
|-
 +
! scope="row"| Nicole
 +
! scope="row"| Susie
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Neil
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Olivia
 +
|}
  
−
'''October 03, 2021'''<br>
 
−
'''[[Kayako Ticket/Issue Types]]'''<br>
 
−
New ticket types have been uploaded in Kayako. Please follow the new rules on the types. The QAs will not mark you down if you make a mistake in the next 2 weeks, but if they already coached you on the mistake then they will mark you down if you repeat the error. Please ask your TLs if you are unsure what types to use or you can check our WIKI for reference. You will still see the old status but please do not use this anymore. We will delete them after 2 weeks.
 
  
 +
'''Oct 22, 2024'''<br>
 +
Please take note for '''Temu''' orders (under Wing Nie's account '''wing_nie@crazysales.com.au'''):
 +
* <span style="color:#ff0000 ">Please do not remove the phone number and code on the address. It is a very important information required by Temu.
 +
[[File:Temu111.jpg|1000px|]]
  
−
'''September 22, 2021'''<br>
 
−
<span style="color:#36c">'''Courier Surcharge on Postage Fees'''</span><br>
 
−
On some of our products, customers may wonder why the postage for 2 units is greater than twice (2x) the postage of a single unit. To illustrate this for example, a single unit of an item has the shipping fee of $48.03, and for 2 units the customers may expect it to be 2 x $48.03 = $96.06. However, due to shipping surcharges of the couriers, the postage for 2 units becomes $141.55. In such a case, please explain to the customers that the postage fee calculation is affected by the surcharges of the couriers. The surcharge also varies depending on the total weight of the products and some other factors. Please also note that our system will choose the cheapest courier for the package(s) based on the provided postcode and suburb. The cost of postage and the courier may change after inputting the shipping address at check-out.
 
  
−
[[File:1X1.png|250px|]][[File:1X2.png|220px|]]
+
'''Feb 12, 2024'''<br>
 +
Using proper names of relevant departments based on the issue/case:<br>
 +
'''ISSUE/CONCERN - CONTACT DEP'T'''
 +
a. listing error (wrong price or picture or info) - '''listing department'''
 +
b. payment issues/refunds/other accounting concerns - '''accounting department'''
 +
c. promotion/discounts/coupon/voucher/stock inquiry (when to restock)- '''marketing department'''
 +
d. system / website errors - '''I.T. or Web developer team'''
 +
e. aftersales issues - missing parts/faulty/damage/troubleshooting/manual and any other product-related issues/inquiries - '''technical team'''
 +
f. packaging concerns for improvement, item/part supply for out of warranty/discontinued items, feedback on product quality - '''supplier or manufacturer'''
 +
g. resend/replacement via RMA / confirming actual stock in WH - '''warehouse staff'''
 +
h. confirming dispatch/cancellation of dispatched order/change address after label printed - '''dispatch team'''
 +
i. delivery issues/out of ETA - '''our third-party courier/the courier'''
  
  
−
'''September 16, 2021'''<br>
+
'''Feb 1, 2024'''<br>
 +
Hubbed - For eBay Returns (eBay approved and used Hubbed to return the item)<br>
 +
'''Tracking website:''' https://hubbed.com/track-parcel/<br>
 +
'''Online inquiry:''' https://hubbed.com/contact-retailers/<br>
 +
'''Email:''' support@hubbed.com.au<br>
  
−
As per Melvin, please DO NOT manually change the status of the Orders into '''SENT'''. We occasionally run across orders having a tracking number but the status is still Processing (Label Printed) and some of us updates the status to '''SENT'''. To avoid any confusion on their behalf specially during this time of delays, please don't make any changes and instead wait for the warehouse to update.<br>
 
  
 +
'''Jan 30, 2024'''<br>
 +
'''1. RMA for Replacement Part must be approved by Technical Team first as some parts may be sent from supplier in CN'''<br>
 +
:* Request for part/s in the RMA only if Max/Esther instructs you to create an RMA for the part/s or tells you to send part from AU Warehouse<br>
 +
:* Confirm with the technical team if it is not clear where the part/s will come from when they say "we will send part/s"<br>
 +
'''2. Streamable Video Downloader is not working'''<br>
 +
:* Please stop asking customers to upload video via streamable. Instead, instruct them to use WeTransfer website (see templates in WIKI)<br>
  
−
'''September 15, 2021'''<br>
 
  
−
We have delays confirming all returned items to WH (AU) due to their current manpower issues. Please secure all RETURN TRACKING NUMBERS and always check on the tracking website if the item is confirmed delivered back to us. All RESOLUTIONS must be approved  by  SME's/TL's  if there is no confirmation yet of receipt from WH but shows delivered on the tracking website. <br>
 
  
−
Please submit all affected orders that is due for resolution using the link below for monitoring. Also, we can also request POD's directly to LOSS TEAM if needed.<br>  
+
'''Jan 22, 2024'''<br>
 +
'''Process for Lasoo Orders:'''<br>
 +
:* [[Out of Stock LASOO]]<br>
 +
:* [[Address Issues LASOO]]<br>
 +
:* [[Inbound Call/Chat/Direct Email - LASOO]]<br>
  
−
https://docs.google.com/forms/d/e/1FAIpQLSc2-HellvuI8O53JLfWuN6YKTb5Y_1SM2Q7z6hc8qjBGH88QQ/viewform <br>
 
  
  
−
'''September 03, 2021'''<br>
+
'''Dec 04, 2023'''<br>
 +
'''Christmas Cut Off Dates'''<br>
 +
[[File:Cutoffdate CS 955.png]]
  
−
LED LIGHTS NOT WORKING
 
  
−
[[File:Led lights.png]]
+
'''Nov 20, 2023'''<br>
 +
New Task Category added:<br>
 +
'''Task Category:''' '''Closed (No Action) / Merged Ticket'''<br>
 +
'''Description:''' Closed tickets without reply including but not limited to Ads, Newsletters, Promotions, Spam emails, HK eBay Tickets with messages already replied via eBay messaging, closed GrabOne Auto-Response Tickets and merged Kayako tickets without reply <br>
 +
'''Warning! '''
 +
*No need to record merged tickets if you also reply to that ticket because it is already included in the 5 mins AHT of the category 'Kayako Ticket'.<br>
 +
*Only Grabone Duplicate and Auto-Response tickets are allowed to be closed instead of being merged.
  
  
−
If the customer has advised that the item's remote is not working, you just need to aim the remote on the inductor as it is its sensor.  
+
'''Oct 16, 2023'''<br>
 +
No more Australia Post Office Free returns for customers:<br>
 +
For all parcels needed to be returned exceeding the ParcelPoint's parcel weight and size restrictions or are over 10kg; over 1.2m in combined length (W + L + D), pickup/collection should be arranged with ECOM.
  
 +
*If parcel is ≤ 10kg; ≤1.2m in combined length (W + L + D), return via ParcelPoint
 +
*If parcel is more than 10kg; over 1.2m in combined length (W + L + D), arrange pickup with ECOM
  
−
'''August 16, 2021'''<br>
 
−
Due to the current lockdowns in Australia, five ('''5''') business days have been added to the normal delivery ETA's. Also, the Direct freight express website is now fixed, you can track the consignment at https://www.directfreight.com.au/
 
  
 +
'''Jul 25, 2023'''<br>
 +
'''New Courier: Sendle'''<br>
  
−
'''August 11, 2021'''<br>
+
* Tracking Info Template: [[Delivery via Sendle]]
−
Kindly refer to the [[GUIDES ON CONTACTING PURCHASERS]].<br>
+
* Followup/Investigation (Loss Team):
−
All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharing PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.<br>
+
−
The process of contacting purchasers was announced on March 22, 2021.<br>
+
  
 +
::For all followup or investigation requests on parcels without pickup scans, Sendle's support team is the best to reach out, as they have the complete set of tools to launch investigations.
  
−
'''July 20, 2021'''<br>
+
::We can reach them via:
−
Contacting '''Warehouse Team''' for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for '''Label printed''' orders should only be done ''' before 9:00 AM Philippine Time'''. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.
+
:::*Email: support@sendle.com (recommended as we are in their prioritized queue as part of our Plus Plan)
 +
:::*Contact Form: http://www.sendle.com/help
 +
:::*Chat Support: Available via the button on the lower right of the screen, anywhere in their Help Centre or in our dashboard
  
−
'''July 08, 2021'''<br>
+
:::Note: For these cases they will ask for details on the collection and any proof that a parcel was collected.
  
−
If you come across an item under SKUs:
+
* NO RTS
 +
* NO REDIRECTION
 +
* IN CASE OF WRONG ADDRESS, WE CAN HAVE THE ITEM DELIVERED TO A COLLECTION POINT (CONFIRMED BY SENDLE) FOR THE CUSTOMER TO COLLECT. JUST NEED TO FORWARD THE CASE TO LOSS TEAM.
  
−
'''LD-3030-GN, LD-3030-PK, LD-3030-NB, LD-9014-GN, LD-9014-PK, LD-9014-GY, LD-1009-BK, LD-1009-GY, LD-1009-CM''' and the customer says the item arrived with scratches, like the photo on the links:
+
https://support.sendle.com/hc/en-au/articles/360033400852-Can-I-change-the-delivery-address-
  
−
https://drive.google.com/file/d/1DN7WRbCdZulqlpPUO_GqeWBeRyepEd_E/view?usp=sharing
 
  
−
https://drive.google.com/file/d/1ijpkStF1YTLj5kYEm1GPb9OJs92BD6qF/view?usp=sharing
 
  
−
We do not need to make a refund or a return, you may just provide the video link https://drive.google.com/file/d/1J_3_qVtmazQDpMsNGRXk0Ut9YFCF8e_K/view?usp=sharing on how to fix the issue and the customer can use this brush: https://drive.google.com/file/d/1GR85_vZLLpCnzr1T_rSJCEMHL-Dx1HY4/view?usp=sharing
 
  
 +
'''May 01, 2023'''<br>
 +
'''[[Lark Approval (Leave)]]'''<br>
  
−
'''June 25, 2021'''<br>
 
  
−
'''SKU: VF-DT04-WH'''<br>
+
'''April 06, 2023'''<br>
 +
'''Technical Customer Service Team Assignments'''
 +
{| class="wikitable"
 +
|-
 +
! style="background:Black"| <span style="color:#FFFFFF">BREEZY (MAX GAO)</span>
 +
! style="background:Black"| <span style="color:#FFFFFF">CHILLY (ESTHER LIANG)</span>
 +
|-
  
−
If you come across an item under SKU: VF-DT04-WH and the customer says no led lights, it is best to offer led lights as per the purchaser advice, as the supplier has forgotten to include them in the package. This isn't a case of the wrong item being sent. We have three cases that all have the same scenario. The purchaser advises to offer LED lights and it takes 30-40days to deliver to the customer location or compensation when the customer does not consent due to the duration of the ETA.
+
! scope="row"| Keyya
 +
Appliance + Furniture
 +
! scope="row"| Bella
 +
|-
 +
! scope="row"| Mia
 +
! scope="row"| Jenny
 +
|-
 +
! scope="row"| So
 +
! scope="row"| Yvonne
 +
|-
 +
! scope="row"| James
 +
! scope="row"| Linda
 +
|-
 +
! scope="row"| Polly
 +
! scope="row"| Anna
 +
|-
 +
! scope="row"| Kitty
 +
! scope="row"| Rena
 +
|-
 +
! scope="row"| Nicole
 +
! scope="row"| Susie
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Neil
 +
|}
  
−
[[File:VF-DT04-WH-1.png]]
 
  
−
[[File:VF-DT04-WH-2.png]]
 
  
−
[[File:VF-DT04-WH-3.png]]
+
'''February 23, 2023'''<br>
 +
'''CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:'''<br>
 +
*When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email '''sellers@catch.com.au'''
  
  
−
'''May 05, 2021'''<br>
+
'''February 07, 2023'''<br>
 +
'''Australia Post Announcement:'''<br>
 +
Due to a bushfire in Avon Valley, Western Australia, there are delays on the rail line near Perth. Items sent from 25 January between Western Australia and other states and territories may take up to an additional 3-4 days to be delivered. As soon as we have an updated delivery timeframe, we will let you know.<br>
  
−
'''SKU TK-HPP4030, TK-HPP5050, TK-HPP6045A, TK-HPP6540D-BROWN, TK-HPP6540D-BLUE, TK-HPP7545A, TK-HPPD50D, TK-HPP9060A'''<br>
+
Our records indicate that consignment 6KA9008813 has been impacted.<br>
  
 +
We apologise for any inconvenience caused.  -Australia Post<br>
  
−
Please take note of the SKUs listed by the supplier, as these products are causing a lot of concern.
 
  
−
The customer must sit on the mat to feel the real temperature. And as per Jenny she tried the product today and discovered that no matter what the temperature level you set, the temperature is the same when you touch it, but it is hot when you sit on it.
 
  
−
[[File:Heat pads.png]]
+
'''January 04, 2023'''<br>
 +
[[File:FHE.png|300px|]]<br>
 +
'''New AU Courier: FHE (Fast Horse Express)'''<br>
 +
*Courier Name: '''Fast Horse Express'''
 +
*Tracking Site: '''https://fh.express/pc/search
 +
*Delivery to LPO/PO BOX: '''NO
 +
*Redirection: '''Not Available
 +
*ETA: '''Refer to CS listing page
 +
*Contact: '''for Loss Team use only: service@imexpress.com'''
 +
*Template: '''[[Delivery via FAST HORSE EXPRESS]]
  
−
[[File:Jenny.png]]
 
  
  
−
'''April 07, 2021'''<br>
+
'''December 22, 2022'''<br>
−
'''Resolution Matrix for Trampolines'''<br>
+
'''Hunter-TIG Redirection'''<br>
−
[[File:NewResolution matrix trampoline.png]]
+
'''UPDATE:''' If Hunter-TIG receives any redirection request from any of our customers, Hunter will contact us to approve redirection, or if the customer contacted us directly about redirection, we will contact Hunter-TIG. We will then ask Hunter for the redirection fee, which they will bill to us directly if we approve the request for redirection. We will then need to ask our customer to pay us the redirection fee. Once we approve the redirection, the courier will proceed to deliver the parcel to the new address. If we decline the request, the parcel will be delivered to the original address on the package or be returned to sender.<br>
 +
'''PROCESS:''' For Hunter-TIG redirection, please add your redirection request via [https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform AU LOSS FORM]. Please do not forget to indicate the correct address.'''<br>
 +
'''TEMPLATE:''' For Hunter - TIG [[Redirection Hunter Express AU]]<br>
  
  
 +
'''November 30, 2022'''<br>
 +
For eBay orders, please allow Tier 2 to handle cancellation/refund for both eBay and CS backend to avoid future errors (wrong reason of cancellation, amount discrepancies, etc) or instances to cause us a defect which is very hard to appeal. Request must be made via Lark GCs. Any errors made by the agent will be escalated to TL's for corrective action.
  
−
'''March 30, 2021'''<br>
 
−
'''Resolution Matrix for Wooden Furnitures'''<br>
 
−
[[File:Resolution matrix furniture.png]]
 
  
 +
'''November 23, 2022 - Delivery ETA'''<br>
 +
As approved by OM, from now on, please refer to the ETA posted on each item listing page on the Crazysales Website. <br>
 +
Please do not forget to enter the customer's postcode and suburb.<br>
 +
If the ETA does not appear, please reload the page or try a different browser.<br>
 +
Tracking info templates are also updated, please refer always on WIKI.
  
 +
[[File:Deliveta11 2022.png|600px|center|]]
  
−
'''March 29, 2021'''
 
  
−
In compliance to China's mandate to minimize the volume of inessential returns of non-resalable goods in our warehouse, we have made the following changes on our processes:
+
'''September 27, 2022 - Pickup Updates'''<br>
 +
As per ECOM, our contract with Toll has already ended, as a result, we will be using '''Hunter Express''' for '''pickups'''.<br>
 +
See updated templates/process below:<br>
  
−
1. Items to be returned must be in their original packaging. We have to ask for photos from our customers first before approving the return.
+
*[[Hunter Express returns for replacement]]
 +
*[[Hunter Express returns for refund]]
 +
*[[Hunter Express Pickup Request]]
 +
*[[How to request pickup with ECOM]]
  
−
2. We have to strictly follow our Change of Mind Policy that parcels should be unopened/sealed. Templates for Change of Mind have been updated:
 
−
::* [[Change of mind -Crazysales]]
 
−
::* [[Change of mind -eBay]]
 
−
::* [[Change of mind -Catch/Kogan/Mydeal]]
 
  
−
3. For Furnitures, please make sure that the original box is in good condition as well as the item. Coordinate with the purchaser/developer if the item still needs to be returned or not specifically for damaged/faulty units.
 
  
−
4. For missing parts, coordinate first with the purchaser/developer if they can send parts directly before turning to warehouse staff. If purchaser/warehouse staff commands you to ask the customer to return item, check with your SME/TL too and make sure that items to be returned must be in their original packaging.
+
'''August 19, 2022 (Updated August 25, 2022)'''<br>
 +
'''For ON HOLD orders due to address issues (System Events) from CATCH, KOGAN, MYDEAL and EBAY, please ask VOICE TEAM to call the customer and send a message via platform as Recap.'''<br>
  
−
5. For some special cases (i.e cx insists us to collect the damaged unit instead of disposing it / cx insist to return an item under COM even if the package is already opened), do not forget to inform and ask approval from your SME/TL/AOM
+
'''SPIEL:'''
  
−
[[File:Returndamaged1.png]]
+
'''VOICEMAIL'''<br>
−
'''This is a picture of returned items in one area of our warehouse in Australia.'''
+
Hi! This is xxAGENTxx from xxSTORExx. We have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. If you have time, please call us back at xxNUMBERxx. We will also be sending you a message via xxPLATFORMxx. Thank you.
  
  
−
'''March 22, 2021'''
+
'''ANSWERED CALL'''<br>
 +
Hi! This is xxAGENTxx from xxSTORExx and I'm looking for xxCUSTOMERxx.
  
−
'''Updated Return Matrix'''
+
Hi xxCUSTOMERxx, we have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. xxxxxState-the-issue-and-confirm-it-with-CXxxxxxxx
  
−
[[File:New return metrics.png]]
+
Thank you for confirming your address. We will now update it on our system and process your order. Also, as a Recap/documentation, we will be sending you a message via xxPLATFORMxx right after this call.  
  
 +
Thank you for accommodating my call and have a great day. Bye.<br>
  
−
'''"Please note that ALL ITEM ISSUES must be coordinated to PURCHASERS (with proof) for a resolution. All cases forwarded to purchasers must be filed using the link below for monitoring".'''
 
  
−
https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit#gid=0
+
{| class="wikitable"
 +
|-
 +
! style="background:Black"| <span style="color:#FFFFFF"> PLATFORM
 +
! style="background:Black"| <span style="color:#FFFFFF"> STORE
 +
|-
 +
! scope="row"| CATCH
 +
! scope="row"| AUSWAY 1
 +
|-
 +
! scope="row"| CATCH
 +
! scope="row"| AUSWAY 2
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| OZ-AUCTION
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| BEST SAVER OUTLET
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| SUPER MATCH ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| BEST MART ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| HOME FURNITURE OUTLET
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| SUPERB MALL ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| KCFOXKING1
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| OZ-TOP ONLINE
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| GOIN-AU MALL
 +
|-
 +
! scope="row"| EBAY
 +
! scope="row"| HOME DEPOT OUTLET
 +
|-
 +
! scope="row"| KOGAN
 +
! scope="row"| AUSWAY
 +
|-
 +
! scope="row"| MYDEAL
 +
! scope="row"| AUSWAY
 +
|}
  
  
−
'''March 01, 2021'''
+
'''NOTE:'''<br>
−
* Orders with large number of items in it, large total amount to be paid, paid with extra amount specially via BPAY, and/or with HIGH Risk Level should not be handled by anyone without approval from the team leader. System events, pending orders, emails, chats, and calls, related to this kind of order, must be forwarded to respective team leader for verification and approval. Anyone who violates this rule will be sanctioned with proper disciplinary action. See samples below:
+
*Do not forget to send Recap email via Platform.
 +
*For unanswered call, after leaving a voicemail, notify SE Team to send message via Platform.
  
−
'''Sample of an order with too many items:'''
 
−
[[File:Toomanyitems1.png]]
 
−
 
−
'''Sample of an order with too many or extra payments:'''
 
−
[[File:Toomanypayments1.png]]
 
−
 
−
'''Sample of an order with HIGH Risk Level:'''
 
−
[[File:Highrisk1.png]]
 
  
 +
'''July 08, 2022'''<br>
  
 +
'''Please use the following new forms and sheets'''<br>
  
 +
'''AGENT/ APPROVAL FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSeiCjUfAEXNLv406E8EUvg70tjXI7zXjw-daHgLKU_HUWIrEg/viewform <br>
 +
'''RMA FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform <br>
 +
'''AU LOSS FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform <br>
 +
'''RTW DELAY FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSft2t4BlYwqHfZqmGX7BvzK27nx9kY-Ei3_OixzjBNhX6Y1zA/viewform <br>
 +
'''AU PICK UP FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSfvxTXpSMP9Q93zdVcxaAHtwLuON1saX_BkHiubg8gfMOefyw/viewform<br>
 +
'''VFANG FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform<br>
 +
'''RECAP EMAIL FORM NEW''' https://docs.google.com/forms/d/e/1FAIpQLSfvjqQ6YDD5_4XXxjP9Ig6VQtRD46n3V9GUKGNLXIEx3dda_w/viewform<br>
 +
'''RETURN TO WAREHOUSE  NEW SHEET''' https://docs.google.com/spreadsheets/d/1zovpEjJi8lfGBhgftWWTO9TpFOgyofLOC9nRv7GTqro/edit?usp=sharing <br>
 +
'''PURCHASER COORDINATION SHEET NEW''' https://docs.google.com/spreadsheets/d/1x0KpZInOH-avQuhELGWfygE3iFsZhbonbmacLYfMN9w/edit#gid=795190304 <br>
 +
'''FVF/EDIT GRID SHEET''' https://docs.google.com/spreadsheets/d/1OHx32rxKSERILEEHWD9qO5DZE2DsuuEYqAItSbErkcc/edit#gid=1175933543<br>
 +
'''RMA SHEET NEW''' https://docs.google.com/spreadsheets/d/18HnLq6qyB7OcKZZwd8lrZpJaO_UQjOepcjFqvjoScoQ/edit?resourcekey=null#gid=1604089045 <br>
  
−
'''February 25, 2020'''<br>
 
  
−
'''SKU:'''<br>
+
'''June 28, 2022'''<br>
−
'''S1T2-BK'''<br>
+
SUZY AND KARLI have resigned. If you encounter an aftersale or presale issue and it's under Suzyhuang, you may contact Max Gao for OUTDOOR items and Esther for TOYS.
−
'''S1T2-WE'''<br>
+
−
'''S1T2-RD'''<br>
+
−
'''S1RT2-BK'''<br>
+
−
'''S1RT2-RD'''<br>
+
−
'''For complaints about the battery power in golf trolley with the above SKU's, please instruct the customer to:'''<br>
+
−
1. Take a picture of the number printed on the top of the battery and sent it to us so we can forward it to our supplier.<br>
+
−
[[File:1111.png]]<br>
+
−
2. Do a battery voltage test after the battery is fully charged, take a picture of it and send to us.<br>
+
−
[[File:2222.png]]<br>
+
  
 +
'''June 23, 2022'''<br>
 +
'''Updated Templates for International Registered Post (AU)'''
 +
* Kindly refer to [[Delivery via International Registered Post]]
  
  
−
'''November 20, 2020'''<br>
+
'''June 22, 2022'''<br>
−
'''A. New Process on More To Pay Orders (AU)'''<br>
+
−
:*For Resend Order for which the customer will pay for a redelivery fee<br>
+
−
:*For Replacement Item for Out of Warranty Orders for which the customer will pay on a discounted price approved by support<br>
+
  
−
:'''Updated Procedures:'''<br>
+
Kindly refer to the [[Process update]].<br>
−
::1. Once the customer agrees to pay the amount, agent should request for a resend order in RMA, the reason should be '''More To Pay''' and at the '''Details''' section the '''Item Price''' and '''Shipping Fee''' as well us the '''updated address''' should be stated.
+
−
[[File:Mtp.png]]
+
−
::2. Agent should wait for the '''RA resend order number''' to appear on the original order and should send the payment procedures to the customer using the '''RA resend order number''' as the payment reference, not the Original Order ID.
+
−
[[File:Mtp2.png]]
+
−
::3. The RMA staff should edit the price and/or postage amount of the Resend Order accordingly based on the details provided by the requester and change the status to '''On Hold'''
+
−
[[File:Mtp3.png]]
+
−
::4. Once the payment is confirmed, the accounting or the system will automatically log the payment on the Resend Order. The '''System Events''' team will change the status to processing and notify the case owner to be able to provide updates to the customer.
+
  
−
'''B. New Process on More To Pay Parts (AU)'''<br>
+
All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharingAU https://docs.google.com/spreadsheets/d/1w_ZtLGkN46glpr5lx5k3-V2weA4qKGVxDYck9iMU5dE/edit#gid=288840488NZ
−
:*For cases which the customer has damaged the parts of an item ordered from us and wanted to buy replacement parts<br>
+
https://docs.google.com/spreadsheets/d/1EkB_fic8mUUQx3M3hiYLcIHzqXIXbdnpEzhDom2Wz7g/edit#gid=934145684CKM PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.<br>
−
:*For Out of Warranty orders (customer bought the item from us) for which the customer wanted to buy replacement parts<br>
+
  
−
'''Updated Procedures:'''<br>
+
The process of contacting purchasers was announced on March 22, 2021.<br>
−
::1. Agent should contact Annie (Account-AU) first stating how much needs to be paid for parts on a certain Order ID so she can create an invoice
+
−
::2. Once an invoice is created, agent should inform the customer about it and instruct how to pay.
+
−
::3. Once the payment is confirmed, the agent should request resend parts in RMA.
+
  
 +
'''June 21, 2022'''<br>
  
−
----------------------------------
+
Kindly refer to the [[CREATING INVOICES FOR CN DROPSHIP ITEMS]]<br> for the procedure on how to create an invoice for orders under Sarya, Skye, Steve, Kenny L. and Lydia
  
−
'''November 2, 2020'''<br>
 
−
'''Christmas Cut Off Dates'''<br>
 
−
:'''For Australia:'''<br>
 
−
::*'''Australia Post''': https://drive.google.com/file/d/1eGjfeOvubTtomuXYT7hEeZx4-YeZ-tTp/view?usp=sharing<br>
 
−
::*'''Aramex (Fastway)''': https://drive.google.com/file/d/1fZrjq_ef3M-dceCI43clNi7gGdh20Uju/view?usp=sharing<br>
 
−
::*'''Allied Express''': https://drive.google.com/file/d/182fgWPGVeasTwYGZCC12lODFNJSvdVYI/view?usp=sharing<br>
 
−
::*'''Toll/TIG''': https://drive.google.com/file/d/1xejcuN6DJuFM4OpRySQvUGrfaUeBIjD5/view?usp=sharing<br>
 
  
−
:'''For New Zealand:'''<br>
+
'''June 20, 2022'''<br>
−
::*'''Toll''' recommended that South Island 16th of December, North Island 18th of December<br>
+
'''Technical Customer Service Team Assignments'''
−
::*'''Transfervan''' All deliveries are delivered the same day, so the question is best asked to Freight Direct, and they will deliver even on Christmas Eve.<br>
+
{| class="wikitable"
−
::*'''Post Haste'''  no changes with them , only public holidays they don't work.
+
|-
 +
! style="background:Black"| <span style="color:#FFFFFF">BREEZY (MAX GAO)</span>
 +
! style="background:Black"| <span style="color:#FFFFFF">CHILLY (ESTHER LIANG)</span>
 +
|-
 +
! scope="row"| Keyya
 +
Appliance + Furniture
 +
! scope="row"| Bella
 +
|-
 +
! scope="row"| Mia
 +
! scope="row"| Jenny
 +
|-
 +
! scope="row"| So
 +
! scope="row"| Yvonne
 +
|-
 +
! scope="row"| James
 +
! scope="row"| Linda
 +
|-
 +
! scope="row"| Polly
 +
! scope="row"| Anna
 +
|-
 +
! scope="row"| Kitty
 +
! scope="row"| Rena
 +
|-
 +
! scope="row"| Nicole
 +
! scope="row"| Susie
 +
|-
 +
! scope="row"| -
 +
! scope="row"| Neil
 +
|}
  
−
::---Source: Chris Yu
 
  
 +
'''May 05, 2022'''<br>
 +
'''Tax Invoice''' for '''CN Dropship Items'''<br>
 +
*If the customer is requesting for a '''Tax Invoice''' for any order containing '''CN dropship item''' (item/s from China, Supplier: GZDS, SKUs under Steve, Sarya & Skyhe), we cannot just export Backend Invoice directly and provide it to the customer because there is no '''GST''' included in the invoice as shown on the screenshot below (left). Also, if the order contains other items, the tax invoice will only show the other products but not the CN dropship item as shown on the screenshot below (right).  Please refer to the process [[CREATING INVOICES FOR CN DROPSHIP ITEMS]] to generate the tax invoice and provide it to the customer. Please note that it is illegal to provide a tax invoice without GST.
  
−
'''October 19, 2020'''<br>
+
[[File:GST.png|500px|]] [[File:GSAT.png|500px|]]
  
−
AUSPOST NEW POD: https://eparceltrack.auspost.com.au/
 
  
−
Username: U4555
+
'''April 28, 2022'''<br>
  
−
Password: crazysalesph01
+
<span style="color:#36c">'''Staff Updates'''</span>
  
 +
Michael Zhang has resigned- contact Jonas Meng instead
  
−
'''October 15, 2020'''<br>
+
Matthew Wan account cant be logged- Contact William Wu and Kevin Pang instead
−
'''Update for SKU: DISP-CA4 - New 4-Tier Large Acrylic Bakery Cake Display Cabinet Donuts Cupcake Pastries 5mm Thick:'''
+
−
*For damaged cases for the above SKU's, please ask for a photo of the P/I No. or P/O No. printed on the box along with some pictures or a video as proof of the issue.
+
−
*Bella advised to offer compensation first than offering a refund or replacement
+
−
*Forward the Order ID, SKU, and P/I No. or P/O No. along with the photo/video provided by the customer to Bella Chen so she can do a claim with the supplier.
+
  
−
------------------
+
Win Su - For all Win Su cases, please contact Keyya Li
  
−
'''October 02, 2020'''<br>
+
Melvin Soo - Please contact Kenny Zheng along with William Wu and Kevin Pang and Kang for warehouse inquiry/ies
−
'''For Strict Compliance:<br>
+
−
For first time buyers or customers without any purchase records, phone support agent can only guide or walkthrough the customer in placing and paying for the order. The automated voice prompt for payment should never be used as the transaction must be fully done  by the customer for all Credit Card payments.
+
  
−
Effective immediately, the automated voice prompt for payment should no longer be used. As an alternative, agent can use TeamViewer or AnyDesk to guide the customer.
+
Chris Chen - Please contact Max Gao for Chris Chen's item/s
  
−
------------------
 
  
−
'''September 16, 2020'''<br>
+
'''April 22, 2022'''<br>
−
'''Announcements:'''<br>
+
  
−
1. Starting today, all tickets regarding orders with eBay Cases / eBay Return Requests shall be assigned to the eBay Cases Team: Paulo Ombao, Marc De Vera, and Cher Alberto<br>
+
New Crazysales contact number 03 91115708
  
−
The eBay Cases Team will be the ones to handle and resolve the issue/complaint once there is an eBay case opened by the customer. They may escalate the case to us if they confirm that the reason why the eBay case was opened is that someone from our team has mishandled the complaint. To avoid such escalations, we must assist the customer to resolve the issue/complaint properly using all possible resources.<br>
 
  
−
2. All tickets regarding orders with Negative Feedback shall be assigned to Nina Nagac or Angeli Galvez (whoever has notes on the backend regarding negative feedback). They may also escalate the case to us if they confirm that the reason why the customer left a bad feedback is that someone from our team has mishandled the complaint.<br>
+
'''March 31, 2022'''<br>
−
+
'''Please use the following new forms:'''<br>
−
----------------
+
*'''RTW delay''' - https://docs.google.com/forms/d/e/1FAIpQLSdGaYxhg8AQ9o3lyF0lfVam03_goG1vgcu-rZ3uVr-xKGBHLg/viewform<br>
 +
*'''Loss form''' - https://docs.google.com/forms/d/e/1FAIpQLSf3H36IW0nesyiP6qsqvNtEQBjr_G4oAk-MGt9FAzA2CBJzpQ/viewform<br>
 +
*'''Support/Approval''' - https://docs.google.com/forms/d/e/1FAIpQLSdwC1A9GZXWydUZ1ScTHgHlLNHXq4gZ8YVIG2wydP390XivVQ/viewform<br>
 +
*'''RMA''' - https://docs.google.com/forms/d/e/1FAIpQLSePbWfwY-1HvZ67qDgzxf86fmU2sdOK6rHZT937toZw9yOugA/viewform<br>
  
−
'''August 13, 2020'''<br>
 
  
 +
'''March 29, 2022'''<br>
 +
'''Please do not forget to cancel your request if a replacement is no longer required.'''<br>
 +
- If customer changed their mind on the previously agreed replacement part or item and we have to issue a refund, please make sure that you immediately '''update purchaser''' so they can stop the supplier from sending the replacement, or '''cancel your RMA request immediately''' (contact Jeric, Ferd or Richard) if the replacement is supposed to come from our warehouse.
  
−
'''<span style="color:#FF0000">Please use this new updated template for tracking info for ALL couriers and for all orders sent from July 2020 onwards:'''<br>
+
'''March 25, 2022'''<br>
 +
'''Safety Hazard''' - If you encounter any product issue related to '''safety hazard''' which may include but not limited to cuts/injuries due to sharp edged or falling objects, burning smell, fire or smoke, overheating, electrical shock or short circuit / tripping circuit, explosion, choking hazard, radiation, toxic substance, etc., please inform your SME/TL right away. '''DO NOT''' ask the customer to recreate the issue and provide proof as it might put their safety and the company at risk. Wait for SME/TL's advice before doing anything else.
  
−
Please be advised that your order was dispatched on xxxDatexxx via xxxCourierxxx with tracking number xxxxxxx. Due to Stage 4 lockdown, our 3rd party couriers are operating on limited capacity and will be able to pickup the the items within 1-3 working days. Normally, the estimated time of arrival is xxxNormalxETAxxx business days to your location. We usually follow this time frame, unfortunately, all our 3rd party couriers are currently experiencing significant delivery delays due to the unavoidable impacts of lockdown, limited flights, social distancing requirements, disinfecting procedures, and increased parcel volumes due to COVID-19. Also, due to government restrictions, our 3rd party couriers operate on limited manpower. In this case, we are unable to guarantee the said time frame and therefore, we would like to extend it to six (6) business weeks. Rest assured that our couriers are working day and night to minimize the delay. If your item is not delivered by xxxExtendedDatexxx, please feel free to get back to us immediately. We will follow it up for you. Thank you very much for your understanding and patience. <br>
 
  
−
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.<br>
+
'''March 17, 2022'''<br>
 +
New template added for [[Redirection Australia Post]].
  
 +
'''January 12, 2022'''<br>
 +
For any inquiries under Winnie Cai, please contact Keyya Li. Winnie will be leaving the company.
  
  
−
------------------------------------------
+
----------------------
  
  
  
−
'''August 11, 2020'''<br>
+
'''December 31, 2021'''<br>
  
−
'''<span style="color:#FF0000">Please use this new updated template for tracking info for ALL couriers and for all orders sent from August 10, 2020 onwards:'''<br>
+
eBay Cases & Feedback Team started using SUPERBROWSER  - a new app - browser interface to access, AU & UK eBay stores.
 +
For KC Foxking, Anydesk IP  54.206.131.157 will remain in use.
  
−
Please be advised that your order was dispatched on xxxDatexxx via xxxCourierxxx with tracking number xxxxxxx. Due to Stage 4 lockdown, our 3rd party couriers are operating on limited capacity and will be able to pickup the the items within 1-3 working days. Normally, the estimated time of arrival is xxxNormalxETAxxx business days to your location. We usually follow this time frame, unfortunately, all our 3rd party couriers are currently experiencing significant delivery delays due to the unavoidable impacts of lockdown, limited flights, social distancing requirements, disinfecting procedures, and increased parcel volumes due to COVID-19. Also, due to government restrictions, our 3rd party couriers operate on limited manpower. In this case, we are unable to guarantee the said time frame and therefore, we would like to extend it to six (6) business weeks. Rest assured that our couriers are working day and night to minimize the delay. If your item is not delivered by xxxExtendedDatexxx, please feel free to get back to us immediately. We will follow it up for you. Thank you very much for your understanding and patience. <br>
 
  
−
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.<br>
+
[[File:Superbrowser logo.png]] 
  
  
  
 +
'''December 30, 2021'''<br>
 +
For any newsletter issue, please contact '''Nicole Deng'''. Alice Lau has already left the company.
  
−
'''August 10, 2020'''<br>
 
  
−
'''<span style="color:#FF0000">Please use this new updated template for tracking info for ALL couriers:'''<br>
+
'''November 30, 2021'''<br>
 +
[[Uploading proofs of damaged and faulty units for SKU: BY1159]]<br>
 +
Please follow the steps provided on the above article to upload proofs for all damaged and faulty cases of SKU: BY1159.
  
−
Please be advised that your order was dispatched on xxxDatexxx via xxxCourierxxx with tracking number xxxxxxx. Normally, the estimated time of arrival is xxxNormalxETAxxx business days to your location. We usually follow this time frame, unfortunately, all our 3rd party couriers are currently experiencing significant delivery delays due to the unavoidable impacts of lockdown, limited flights, social distancing requirements, disinfecting procedures, and increased parcel volumes due to COVID-19. Also, due to government restrictions, our 3rd party couriers operate on limited manpower. In this case, we are unable to guarantee the said time frame and therefore, we would like to extend it to six (6) business weeks. Rest assured that our couriers are working day and night to minimize the delay. If your item is not delivered by xxxExtendedDatexxx, please feel free to get back to us immediately. We will follow it up for you. Thank you very much for your understanding and patience. <br>
 
  
−
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.<br>
+
'''November 25, 2021'''<br>
 +
<span style="color:#36c">'''Promoting the Crazysales APP to the Crazysales customers:'''</span><br>
 +
Please use this template as ending of every conversation with Crazysales customers only:<br>
  
 +
Crazysales loves providing you with more convenience for your shopping. Now you can shop at CrazySales anytime and anywhere as long as you have a mobile in hand. Download the Crazysales App now!<br>
  
 +
Android:  https://play.google.com/store/apps/details?id=com.crazysales.flutter.crazysalesapp<br>
 +
IOS:    https://apps.apple.com/au/app/crazysales-online-shopping-app/id1584291122#?platform=iphone<br>
  
−
'''August 10, 2020'''<br>
 
−
'''<span style="color:#FF0000">New RMA FORMS'''<br>
 
−
'''US (Refunds)''' *https://docs.google.com/forms/d/e/1FAIpQLSdvSa7Ez2ZaXBdv4jIsftpsE7vlqXBtzw_y2rM4fiK3Ld8W3g/viewform<br>
 
−
'''NZ (Refunds)''' *https://docs.google.com/forms/d/e/1FAIpQLSejqzbCjXzjusc53YdE2DhX3ULWBpfYaisW6AmD36bJQYJZ1A/viewform<br>
 
−
'''AU (Replacement/Resend/Refund)''' *https://docs.google.com/forms/d/e/1FAIpQLSdwimr3gWDAd5DiplsqIBapb43VlZ5dL2D8lYlPAom-iUnEDA/viewform<br>
 
  
−
'''ARAMEX/FASTWAY LOSS FORM''' *https://docs.google.com/forms/d/e/1FAIpQLSdBv5o2Kyar_Gh9fv6smRW2N_VwsuqMRrHe7o41hFjFPJvhfg/viewform
+
'''November 15, 2021'''<br>
 +
<span style="color:#36c">'''Updated tracking info templates for the coming Xmas season:'''</span>
  
 +
Your order was dispatched on xxxDATExxx via xxxCOURIERxxx with tracking number xxxxxxx. <br>
  
−
'''August 3, 2020'''<br>
+
Please be advised that our 3rd party couriers are still operating on limited capacity and will be able to pick up the items within 1-3 working days. <br>
  
−
'''<span style="color:#FF0000">Please use this new template for tracking info for ALL couriers and for all orders sent before August 10, 2020:'''</span><br>
+
Normally, the estimated time of arrival is xxxNORMALxETAxxx business days to your location. However, due to COVID-19 restrictions/disruptions, courier shipment backlogs, ongoing online sales events and high volume of pre-Christmas purchasing, the delivery may take longer than expected.<br>
  
−
Please be advised that your order was dispatched on xxxDatexxx via xxxCourierxxx with tracking number xxxxxxx. Normally, the estimated time of arrival is xxxNormalxETAxxx business days to your location. We usually follow this time frame, unfortunately, all our 3rd party couriers are currently experiencing significant delivery delays due to the unavoidable impacts of lockdown, limited flights, social distancing requirements, and increased parcel volumes due to COVID-19. In this case, we are unable to guarantee the said time frame and therefore, we would like to extend it to four (4) business weeks. Rest assured that our couriers are working day and night to minimize the delay. If your item is not delivered by xxxExtendedDatexxx, please feel free to get back to us immediately. We will follow it up for you. Thank you very much for your understanding and patience. <br>
+
For tracking information, please visit: xxxLINKxxx or contact xxxNUMBERxxx.<br>
  
−
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.<br>
+
If your item is not delivered by xxxDATExxx, please feel free to get back to us immediately. We will follow it up for you.
  
−
'''<span style="color:#FF0000">Notes''': <br>
+
Should you have further inquiries, please feel free to email us back.<br>
−
*The new ETA for '''all''' courier deliveries is changed to '''4 business weeks''' after the item is dispatched. Therefore, the '''xxxExtendedDatexxx''' should be changed accordingly.<br>
+
−
*For example, if the item was dispatched on '''3.8.2020''', the '''xxxExtendedDatexxx''' will be '''3.9.2020'''.<br>
+
  
  
−
'''<span style="color:#FF0000">Change of Investigation Time Frame for ALL COURIERS:'''<br>
+
'''November 09, 2021'''<br>
−
Please be advised that the investigation for all '''Loss Cases''' is changed to '''15 working days''' due to the pandemic. Template has been adjusted as well.
+
  
 +
<span style="color:#36c">'''Staff Updates'''</span>
  
−
'''July 21, 2020'''<br>
+
Win Su - For all Win Su cases, please contact Keyya Li
  
−
https://eparceltrack.auspost.com.au/external/webui <br>
+
Melvin Soo - Please contact Kenny Zheng along with Matthew and Kang for warehouse inquiry/ies
  
−
Auspost POD<br>
+
Chris Chen - Please contact Max Gao for Chris Chen's item/s
−
User: U4555<br>
+
−
PW: welcome01<br>
+
  
  
−
'''July 16,2020'''<br>
+
'''October 29, 2021'''<br>
−
'''Tracking Info Template during COVID-19 (AU)'''<br>
+
<span style="color:#36c">'''Updated Backend Note Format:'''</span> Please use this format for every customer interaction.<br>
−
Please use template from [[Tracking Info Template during COVID-19 (AU)]].
+
'''Complaint/Inquiry Source:''' (Facebook/Kayako/CKM/Chat/Inbound/Outbound/eBay)<br>
 +
'''Reference:''' (Ticket ID/Chat ID/eBay Case#/eBay Message link)<br>
 +
'''Issue:''' (specify the issue and provide details)<br>
 +
'''Resolution/Recommendation:''' (specify resolution and the approver)<br>
  
  
−
'''June 18, 2020'''<br>
 
−
'''Fastway Advisory and Process Update''':<br>
 
−
According to Fastway, some of the cases were not resolved because we used Kayako to reply to their messages, the email subject was changed by Kayako and their system was unable to process our inquiries due to this. As a solution, moving forward, we should NOT use Kayako for sending or replying inquiries to and from Fastway. Please use your personal work emails from now on.
 
  
 +
'''October 04, 2021'''<br>
 +
<span style="color:#36c">'''Label Printed is now Exported for Label Printing'''</span><br>
 +
On the main backend, the '''''internal status'''''  ''''Label Printed'''' has been changed to  ''''Exported for Label Printing''''. This internal status means that our system has generated the label via the API and the warehouse staff will download and print it out in the morning. Orders with this kind of internal status should not be cancelled unless it was authorized by the warehouse staff (for all items coming from Crazysales warehouse in Australia), or by VFang team (for all local / Vincent Fang items) or by Sarya/Steve/Skye (for dropship items coming from China). Please note that contacting '''Warehouse Team''' for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for orders with this internal status should only be done ''' before 9:00 AM Philippine Time'''. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.
  
−
'''June 12, 2020'''<br>
 
−
https://eparceltrack.auspost.com.au/external/webui <br>
 
−
Auspost POD<br>
 
−
User: U4555<br>
 
−
PW: Crazy2020a<br>
 
  
 +
'''October 03, 2021'''<br>
 +
'''[[Kayako Ticket/Issue Types]]'''<br>
 +
New ticket types have been uploaded in Kayako. Please follow the new rules on the types. The QAs will not mark you down if you make a mistake in the next 2 weeks, but if they already coached you on the mistake then they will mark you down if you repeat the error. Please ask your TLs if you are unsure what types to use or you can check our WIKI for reference. You will still see the old status but please do not use this anymore. We will delete them after 2 weeks.
  
  
−
'''May 11, 2020'''<br>
+
'''September 22, 2021'''<br>
−
'''Update for DC117 Mirror Items of Bella Chen:'''
+
<span style="color:#36c">'''Courier Surcharge on Postage Fees'''</span><br>
−
For SKU: DC117-19, DC117-18-RG, DC117-18-BK, DC117, DC117-17, DC117-18, DC117-10, DC117-8F, DC117-6-WT, DC117-17BK, DC117-8S, DC117-6-BK, DC117-9<br>
+
On some of our products, customers may wonder why the postage for 2 units is greater than twice (2x) the postage of a single unit. To illustrate this for example, a single unit of an item has the shipping fee of $48.03, and for 2 units the customers may expect it to be 2 x $48.03 = $96.06. However, due to shipping surcharges of the couriers, the postage for 2 units becomes $141.55. In such a case, please explain to the customers that the postage fee calculation is affected by the surcharges of the couriers. The surcharge also varies depending on the total weight of the products and some other factors. Please also note that our system will choose the cheapest courier for the package(s) based on the provided postcode and suburb. The cost of postage and the courier may change after inputting the shipping address at check-out.
−
*For faulty and damaged cases for the above SKU's, please ask for a photo of the '''P/I No.''' or '''P/O No.''' printed on the box along with some pictures or a video as proof of the issue.
+
−
*Bella advised to offer '''refund first than replacement''' as it is better to issue refund because she can sell the new stocks on a higher price (DO NOT MENTION THIS TO CUSTOMERS). However, if the customer insists for a replacement, please process replacement instead of refund.
+
−
*Forward the Order ID, SKU, and '''P/I No.''' or '''P/O No.''' along with the photo/video provided by the customer to '''Bella Chen''' so she can do a claim with the supplier.
+
  
−
[[File:PINO.png]][[File:Mir1.jpg.png]][[File:Mir3.jpg]]
+
[[File:1X1.png|250px|]][[File:1X2.png|220px|]]
  
  
−
'''Apr 27, 2020'''<br>
+
'''September 16, 2021'''<br>
−
'''Ticket Status:'''
+
−
*'''Awaiting-Reply''' - use this status if you are still waiting for customer to reply. For example, if you asked the customer to provide any information like proof of the issue, confirmation of acceptance of our offer, correct address, etc. No need to use this status for eBay tickets. Do not just change ticket status to Awaiting-Reply without replying to the ticket.
+
−
*'''In Progress''' - use this status if the customers concern/inquiry/issue is not yet resolved and you still need to go back to the customer to provide an answer, a resolution or update. For example, if you are waiting for the purchaser to provide product information, manual or resolution for an issue; for loss cases, etc. In Progress tickets should not be changed to Resolved without any reply or update from us. Always use the Wechat Reminder or scheduler so you can provide updates on time. Do not just change ticket status to In Progress without replying to the ticket.
+
−
*'''Resolved (EXTERNAL)''' - use this status if you answered/replied to the inquiry/email outside the Kayako ticket. For example, if you answered a Q&A via TradeMe or an eBay Case via eBay, you sent an invoice via eBay for eBay Total, or you cancelled an order via eBay for a cancel order request ticket.
+
−
*'''Resolved''' - use this status if you already have fully answered the customer's inquiry or if you have already solved the buyer's issue or concern.
+
−
*'''Closed (NO ACTION)''' - use this status for tickets that do not need any reply like a ticket of an eBay confirmation about a cancelled order, a Q&A with closed listing, a newsletter or advertisement.
+
−
*'''New''' - this ticket status is set by the system for any new email that enters Kayako or any reply outside an email thread. This status is also used for Loss Tickets.
+
−
*'''Open''' - this ticket status is set by the system if the ticket receives a DSAT score for the survey. The ticket needs to be replied based on the customer's inquiry, concern or issue. Open tickets should not be changed to Resolved without a reply from us.
+
  
 +
As per Melvin, please DO NOT manually change the status of the Orders into '''SENT'''. We occasionally run across orders having a tracking number but the status is still Processing (Label Printed) and some of us updates the status to '''SENT'''. To avoid any confusion on their behalf specially during this time of delays, please don't make any changes and instead wait for the warehouse to update.<br>
  
−
'''Apr 16, 2020'''<br>
 
−
https://eparceltrack.auspost.com.au/external/webui <br>
 
−
Auspost POD<br>
 
−
User: U4555<br>
 
−
PW: Crazy2020<br>
 
  
 +
'''September 15, 2021'''<br>
  
−
'''Apr 15, 2020'''<br>
+
We have delays confirming all returned items to WH (AU) due to their current manpower issues. Please secure all RETURN TRACKING NUMBERS and always check on the tracking website if the item is confirmed delivered back to us. All RESOLUTIONS must be approved  by  SME's/TL's  if there is no confirmation yet of receipt from WH but shows delivered on the tracking website. <br>
−
'''Bestsaveroutlet, Simplelifeonline, Supermatchonline, Superb-mall-online, and Bestmartonline'''<br>
+
−
*For these stores, Kevin has changed the eBay settings for ITEM LOCATION from 'Melbourne' to 'HONG KONG'.<br>
+
−
*The shipping policy was also changed to 'FROM HONG KONG'.<br>
+
−
*If you receive an inquiry regarding item locations and where the items will be shipped from, please inform the customer that:<br>
+
−
:We have warehouses both in Hong Kong and Melbourne, and have sufficient inventory. We will choose the nearest warehouse for delivery service according to your delivery address. All items shipped from our Melbourne warehouse are usually delivered within 3 - 10 business days depending on your location.
+
  
 +
Please submit all affected orders that is due for resolution using the link below for monitoring. Also, we can also request POD's directly to LOSS TEAM if needed.<br>
  
−
'''Apr 13, 2020'''<br>
+
https://docs.google.com/forms/d/e/1FAIpQLSc2-HellvuI8O53JLfWuN6YKTb5Y_1SM2Q7z6hc8qjBGH88QQ/viewform <br>
−
'''Lost in Transit 4-ply masks:<br>'''
+
−
*Please check if the order is on the list: https://docs.google.com/spreadsheets/d/17NHxJsq9XAQzB3GHajzbx70f0LfU32oDbk2hayqSbco/edit?usp=sharing
+
−
*Please use this template:<br>
+
  
−
:Good day! We hope all is well. We have been advised by our courier that item 30 Pcs 4 Layers Disposable Face Mask Medical Earloop Mask 4-Ply Soft Breathable Dust Filter Mask which you have ordered has been been lost in transit. As this item (facemask) is very essential nowadays in this ongoing pandemic crisis, we immediately sent out an alternative which is readily available from our warehouse since the original item will come directly from our supplier and will take longer time to be delivered.
 
  
−
:The 50-Pack Disposable Non-Woven 3-ply Face Mask w/ Elastic Ear Loops Anti-dust that we have sent out has the same quality as the original 4-ply masks but higher price and 20 pieces more than the original order. Please see the item link below for your reference.
+
'''September 03, 2021'''<br>
  
−
:https://www.crazysales.com.au/online-50-pack-disposable-non-woven-3-ply-face-mask-w-elastic-ear-loops-anti-dust-206003.html
+
LED LIGHTS NOT WORKING
  
−
:Hoping for your consideration to this action as we care about the health of our customers. Thank you for your understanding.
+
[[File:Led lights.png]]
  
  
−
*If they still want to cancel and refund, you can process as they wish, and tell them to refuse the item on delivery or arrange for return. Please always update the list on the sheets.
+
If the customer has advised that the item's remote is not working, you just need to aim the remote on the inductor as it is its sensor.  
  
  
−
'''Apr 12, 2020'''<br>
+
'''August 16, 2021'''<br>
−
'''Afterpay in eBay'''<br>
+
Due to the current lockdowns in Australia, five ('''5''') business days have been added to the normal delivery ETA's. Also, the Direct freight express website is now fixed, you can track the consignment at https://www.directfreight.com.au/
−
*To know how it works, please go to [[How AfterPay payment works on eBay]].<br>
+
−
*For template, please go to [[How to pay order (eBay)]].
+
  
  
−
'''Apr 9, 2020'''<br>
+
'''August 11, 2021'''<br>
−
For the out of stock 4-ply masks, please fill the form on the link regarding the response of the customers:<br>
+
Kindly refer to the [[GUIDES ON CONTACTING PURCHASERS]].<br>
−
https://docs.google.com/spreadsheets/d/1w8gjwNwK2lQX-pcxCLYCKcDjkGQc128iT1dMDN4yons/edit#gid=0
+
All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharing PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.<br>
 +
The process of contacting purchasers was announced on March 22, 2021.<br>
  
−
Just look for the Order ID and fill up the form with your name under the "Operator" and the customer's response under "CX reply" either if the customer agreed have the replacement sent or cancel and refund.
 
  
−
No need to send orders to Steve Ye.
+
'''July 20, 2021'''<br>
 +
Contacting '''Warehouse Team''' for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for '''Label printed''' orders should only be done ''' before 9:00 AM Philippine Time'''. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.  
  
 +
'''July 08, 2021'''<br>
  
−
'''Apr 7, 2020'''<br>
+
If you come across an item under SKUs:
  
−
PAYMENT VERIFICATION ( Fraud cases )
+
'''LD-3030-GN, LD-3030-PK, LD-3030-NB, LD-9014-GN, LD-9014-PK, LD-9014-GY, LD-1009-BK, LD-1009-GY, LD-1009-CM''' and the customer says the item arrived with scratches, like the photo on the links:
  
 +
https://drive.google.com/file/d/1DN7WRbCdZulqlpPUO_GqeWBeRyepEd_E/view?usp=sharing
  
−
Good day. We hope all is well
+
https://drive.google.com/file/d/1ijpkStF1YTLj5kYEm1GPb9OJs92BD6qF/view?usp=sharing
  
−
This email is with regards to your  purchase of  xxxxx.
+
We do not need to make a refund or a return, you may just provide the video link https://drive.google.com/file/d/1J_3_qVtmazQDpMsNGRXk0Ut9YFCF8e_K/view?usp=sharing on how to fix the issue and the customer can use this brush: https://drive.google.com/file/d/1GR85_vZLLpCnzr1T_rSJCEMHL-Dx1HY4/view?usp=sharing
  
−
Our accounting team has identified some possible fraudulent activities for this purchase.  In this case, for us to verify the payment, may we confirm the following details below:
 
  
 +
'''June 25, 2021'''<br>
  
−
-billing address
+
'''SKU: VF-DT04-WH'''<br> 
  
−
-contact number
+
If you come across an item under SKU: VF-DT04-WH and the customer says no led lights, it is best to offer led lights as per the purchaser advice, as the supplier has forgotten to include them in the package. This isn't a case of the wrong item being sent. We have three cases that all have the same scenario. The purchaser advises to offer LED lights and it takes 30-40days to deliver to the customer location or compensation when the customer does not consent due to the duration of the ETA.
  
−
-receivers name
+
[[File:VF-DT04-WH-1.png]]
  
−
-delivery address
+
[[File:VF-DT04-WH-2.png]]
  
−
-card holders name
+
[[File:VF-DT04-WH-3.png]]
  
−
-card number
 
  
 +
'''May 05, 2021'''<br>
  
−
Once all the details are confirmed for this transaction, we will immediately process the order. Please understand that we are working to ensure the security and authenticity of the buyer to avoid any fraudulent transactions. Hope to hear from you soon.  
+
'''SKU TK-HPP4030, TK-HPP5050, TK-HPP6045A, TK-HPP6540D-BROWN, TK-HPP6540D-BLUE, TK-HPP7545A, TK-HPPD50D, TK-HPP9060A'''<br>  
  
  
 +
Please take note of the SKUs listed by the supplier, as these products are causing a lot of concern.
  
 +
The customer must sit on the mat to feel the real temperature. And as per Jenny she tried the product today and discovered that no matter what the temperature level you set, the temperature is the same when you touch it, but it is hot when you sit on it.
  
−
'''Apr 3, 2020'''<br>
+
[[File:Heat pads.png]]
−
Please be informed that we have started to sell face masks in Crazysales website. If the customers complain about being low quality, etc., we do not need to ask for photo/s or evidence. Just offer refund or replacement immediately. We already have better quality masks in our warehouse compared to the previous stocks.
+
  
 +
[[File:Jenny.png]]
  
−
'''Feb 18, 2020'''<br>
 
−
'''Temporary template for Toll tracking info due to cyber security issue'''<br>
 
  
−
Your item was picked up by our courier with tracking number XXXXXXXX on XXdateXX.
+
'''April 07, 2021'''<br>
−
We would like to inform you about an issue with our 3rd party courier, the tracking website is currently not working properly, and your orders might not be able to track using the website. Rest assured that your item was shipped and will be on your doorstep within 1 – 14 working days. If you are not able to get the item after 14 working days. Kindly send us a message and our team will investigate with our 3rd party courier. Please refer to the links below regarding the issue with our 3rd party courier.<br>
+
'''Resolution Matrix for Trampolines'''<br>
 +
[[File:NewResolution matrix trampoline.png]]
  
−
https://bit.ly/2P467Uq<br>
 
−
https://www.shorturl.at/pL028<br>
 
  
−
Again, our apologies on this and rest assured that our 3rd party courier is working on this issue.
 
−
Thank you for your understanding.
 
  
 +
'''March 30, 2021'''<br>
 +
'''Resolution Matrix for Wooden Furnitures'''<br>
 +
[[File:Resolution matrix furniture.png]]
  
−
'''Feb 18, 2020'''<br>
 
−
For buyers complaining they received an incorrect plug for their item (specifically items with '''15A plug''')<br>
 
  
−
NOTE: Always check our listing first if the item comes with a '''15A 250V high power cord & plug'''.
 
  
−
<br>
+
'''March 29, 2021'''
−
SAMPLE TEMPLATE
+
−
for '''PID: 171257 (Electric Industrial Fan Heater)'''
+
  
−
We apologise for the confusion. Please note that this heater comes with a 15A 250V high power cord & plug. The size of the power plug is larger than the standard sizing for power plugs in Australia. The power plug supplied with this heater has a large pin size of approximately 9.08mm and is an Australian power plug with SAA certification. Please ensure your power outlet will be able to accommodate this power plug before purchasing this item. E:9mm;N:6mm;L:6mm.
+
In compliance to China's mandate to minimize the volume of inessential returns of non-resalable goods in our warehouse, we have made the following changes on our processes:
  
−
This is also stated on the listing page. Please see the following link for your reference
+
1. Items to be returned must be in their original packaging. We have to ask for photos from our customers first before approving the return.
−
https://ibb.co/ZcCp8ft
+
  
−
We encourage all customers to review their order details and item specifications before completing checkout to avoid any issues on the order.  
+
2. We have to strictly follow our Change of Mind Policy that parcels should be unopened/sealed. Templates for Change of Mind have been updated:
 +
::* [[Change of mind -Crazysales]]
 +
::* [[Change of mind -eBay]]
 +
::* [[Change of mind -Catch/Kogan/Mydeal]]
  
−
For more information on Australian Mains Plug Variants please go to this link - http://www.accesscomms.com.au/australian-mains-plug-variants/
+
3. For Furnitures, please make sure that the original box is in good condition as well as the item. Coordinate with the purchaser/developer if the item still needs to be returned or not specifically for damaged/faulty units.
  
 +
4. For missing parts, coordinate first with the purchaser/developer if they can send parts directly before turning to warehouse staff. If purchaser/warehouse staff commands you to ask the customer to return item, check with your SME/TL too and make sure that items to be returned must be in their original packaging.
  
−
'''Feb 13, 2020'''<br>
+
5. For some special cases (i.e cx insists us to collect the damaged unit instead of disposing it / cx insist to return an item under COM even if the package is already opened), do not forget to inform and ask approval from your SME/TL/AOM
−
Item: '''100cm Tall Baby Safety Security Gate Adjustable Pet Dog Stair Barrier w/ Cat Door'''
+
−
SKU: '''XY-100'''
+
  
−
If you encounter a complaint from the customer saying that they received the item without a cat door, ask for photos and report the case to Jenny Ye for records. Then offer $10-$15 compensation to customer if they are willing to keep the item. If not, provide return procedures for replacement or refund.
+
[[File:Returndamaged1.png]]
 +
'''This is a picture of returned items in one area of our warehouse in Australia.'''
  
−
[[File:Catdoor.png]][[File:Catdoor333.png]][[File:Catdoor44.png]]
 
  
−
'''Jan 13, 2020'''<br>
+
'''March 22, 2021'''
−
New password for Oz-Auction: !@#$mp3mp3mp3
+
  
 +
'''Updated Return Matrix'''
  
−
'''Jan 13, 2020'''<br>
+
[[File:New return metrics.png]]
−
Please be advised that a new template for VFANG items with "Label Printed" status but no available tracking number within 3 business days has been added to WIKI. Please refer to [[VFANG Items - No Tracking Number]]
+
  
  
−
'''Jan 01, 2020'''<br>
+
'''"Please note that ALL ITEM ISSUES must be coordinated to PURCHASERS (with proof) for a resolution. All cases forwarded to purchasers must be filed using the link below for monitoring".'''
−
New AustPost POD PW: '''crazy2020'''
+
  
 +
https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit#gid=0
  
−
'''Nov 28, 2019'''<br>
 
−
A google sheet has been for TIG PIKCUP ISSUES has been created. Pickup requests with no response after some follow-ups and failed collections should be listed on the sheet. See the link below:
 
−
https://docs.google.com/spreadsheets/d/1zhUYn0_Pt62J24g1PKI6kxP4mg5Ql3nEf93nAJ0P8L4/edit?usp=sharing
 
  
−
'''Nov 08, 2019'''<br>
+
'''March 01, 2021'''
−
'''SKU: HS-522  Large Water Filter Pitcher BPA Free Purifier Fridge Water Filtration System w/3 Bonus Filters'''<br>
+
* Orders with large number of items in it, large total amount to be paid, paid with extra amount specially via BPAY, and/or with HIGH Risk Level should not be handled by anyone without approval from the team leader. System events, pending orders, emails, chats, and calls, related to this kind of order, must be forwarded to respective team leader for verification and approval. Anyone who violates this rule will be sanctioned with proper disciplinary action. See samples below:
−
* We do not sell replacement filters for this item. <br>
+
−
* If in case the customer complains, we can replace the whole item for free once the order is already 7 months old. <br>
+
−
* For presale inquiries, advise customers that we do not sell replacement filters but if they encounter issues on the item, they should contact us for assistance. <br>
+
−
*'''DO NOT''' proactively offer item replacement just for customers to buy.<br>
+
−
[[File:Screenshot 2019-11-08 Large Water Filter Pitcher BPA Free Purifier Fridge Water Filtration System w 3 Bonus Filters.png]]
+
−
<br>
+
  
−
 
+
'''Sample of an order with too many items:'''
−
 
+
  [[File:Toomanyitems1.png]]
−
'''Oct 24, 2019'''<br>
+
−
'''Voided/Cancelled Credit Card Payments (Crazysales)'''<br>
+
'''Sample of an order with too many or extra payments:'''
−
If you encounter any order in Crazysales with cancelled payment via Credit Card, please '''DO NOT''' process it. The payment has been voided/cancelled, meaning we did not receive it and so we must not process the order. Normally, the order is in Pending or Cancelled status. Just inform the customer that the payment has been voided and if they still want the order, try to process payment again carefully.
+
  [[File:Toomanypayments1.png]]
−
[[File:Ccancled.png]]
+
−
 
+
−
 
+
−
'''Oct 17, 2019'''<br>
+
−
'''Mop Handle Assembly: YY-MOP-F , YY-MOP-X-NEW , YY-MOP-A2 , YY-MOP-S'''<br>
+
−
Provide the instructions: https://drive.google.com/file/d/15Xl7HJPy6IYYS3t5nsDiZuOXhzRr_RUh/view?usp=sharing <br>
+
−
Common error: Part#3 is assembled upside down (see pics): <br>
+
−
[[File:Mop3.png]][[File:Mop1.png]][[File:Mop2.png]]
+
−
 
+
−
 
+
−
'''Oct 1, 2019'''<br>
+
−
 
+
−
*''' AustPost POD new PW: crazys2019'''
+
−
 
+
−
 
+
−
'''Sept 11, 2019'''<br>
+
−
*'''Local Items (Vincent Fang and Yin):
+
−
--Starting today, Sept 11, 2019, please forward all new local cases (aka Vincent Fang or Yin items) to '''Ivy'''.
+
−
 
+
−
*'''Negative Feedback -eBay (Oz-Auction, Bestsaveroutlet,Superbmallonline):
+
−
--Starting today, Sept 11, 2019, please forward all tickets related to orders with negative feedback to '''Willy'''.
+
−
 
+
−
*'''Forwarding concerns to Yvonne Yang:
+
−
--Please note that only the cases concerning to the items with '''keyyal''' and '''yvonney''' as Purchase agent (see image below) should be consulted to '''Yvonne Yang''' if needed.<br>
+
−
'''NO local item / Vincent Fang cases should be forwarded to Yvonne Yang'''.
+
−
 
+
−
  [[File:Yv1.png]][[File:Yv2.png]]
+
−
 
+
−
 
+
−
 
+
−
'''July 23, 2019'''<br>
+
−
*'''Local Items (Vincent Fang and Yin)
+
−
--Starting today, July 23, 2019, please forward all local cases (aka Vincent Fang or Yin items) to '''Willy'''. Please make sure that the customer already provided enough details and photo/s or video of the issue before forwarding the ticket.
+
−
 
+
−
 
+
−
'''July 19, 2019'''<br>
+
−
*'''Dropshipzone and Princess Trade Supplier cases'''
+
−
-Starting today, July 19, 2019, all '''new''' Dropshipzone and Princess Trade Supplier cases should be passed to '''Willy'''. He will be handling the cases with the 2 suppliers from this day. Old cases will still be handled by Keyya or Vincent Fang until resolved.
+
−
 
+
−
 
+
−
'''July 16, 2019'''<br>
+
−
*'''eBay issue for item# 352693851236'''
+
−
-The customers are thinking that they should receive a bed frame with bedside table. Please use this template:
+
−
 
+
−
 
+
−
We are sorry for the confusion. Please be advised that the listing is for multiple items, not a set. It includes the options for bed frames which are '''Double Size - Black, Double Size - White, Queen Size - Black, Queen Size - White, King Size - Black, King Size - White''' and for bedside tables which are '''Bedside Table - Black and Bedside Table - White'''. To order the bedside tables, you must select the model Bedside Table - Black or Bedside Table - White from the "Colour" drop down menu as shown on the screenshot on https://prnt.sc/odfnq5 Furthermore, we would like to confirm to you that you ordered only the bed frame model '''(Queen Size - White)'''. This means that you should only receive the bed frame but not the bedside table unless you also ordered one. Thank you for your kind understanding!
+
−
 
+
−
 
+
−
'''NOTE:''' The model number selected by the buyer can be viewed on the eBay Backend as shown below:
+
−
 
+
−
  [[File:Model222.png]]
+
−
 
+
−
 
+
−
'''July 03, 2019'''<br>
+
−
*'''crazysales2019''' is the new AustPost POD password. Please update yours.
+
−
 
+
−
 
+
−
'''June 04, 2019'''<br>
+
−
The templates for asking for order details from customers has been updated today. We added the part asking the customers if they still keep the original packaging and to take photos of the shipping label and item number for our reference. The template for AU (click) [[Ask for order details]] and the template for NZ (click) [[NZ No order record]] both include, on the bottom part, the sample photos of the shipping label and item number on the box which we can attach for customer's reference. We can use the shipping label to get the tracking number, order number, and/or recipient's name and address to search for the order records on our system.
+
−
 
+
−
'''Sample photos of the shipping label (left) and item's model number printed on the box (right):'''
+
 
   
 
   
−
  [[File:labelelelelele.png]] [[File:Modelll.png]]
+
  '''Sample of an order with HIGH Risk Level:'''
 +
  [[File:Highrisk1.png]]
  
  
 +
'''February 25, 2021'''<br>
  
−
'''May 22, 2019'''<br>
+
'''SKU:'''<br>
−
Mandatory backend note format for voice:<br>
+
'''S1T2-BK'''<br>
−
 
+
'''S1T2-WE'''<br>
−
:'''Complaint/Inquiry Source: inbound call (phone number) <br>
+
'''S1T2-RD'''<br>
−
:'''Issue: <br>
+
'''S1RT2-BK'''<br>
−
:'''Resolution/Recommendation: <br>
+
'''S1RT2-RD'''<br>
−
 
+
'''For complaints about the battery power in golf trolley with the above SKU's, please instruct the customer to:'''<br>
−
'''May 16, 2019'''<br>
+
1. Take a picture of the number printed on the top of the battery and sent it to us so we can forward it to our supplier.<br>
−
'''SKU: SP20-501210A and SPBL20-501210A'''<br>
+
[[File:1111.png]]<br>
−
-The model '''SPBL20-501210A''' includes a '''battery''' while model SP20-501210A does not. <br>
+
2. Do a battery voltage test after the battery is fully charged, take a picture of it and send to us.<br>
−
-If the customer ordered SKU: SPBL20-501210A but received the wrong model SP20-501210A, offer a compensation for the '''price difference''' if the customer would consider keeping the wrong item. <br>
+
[[File:2222.png]]<br>
−
-Ask for approval if the customer's demand for compensation exceeds the amount of price difference.<br>
+
−
-If customer decided to keep the wrong item, advise warehouse (Chris Yu or KanG) to adjust the stock for both SKU's.<br>
+
−
-If the customer insists to have the correct model, provide return procedures for replacement.<br>
+
−
[[File:Wrongxjijidaid.png]]
+
−
 
+
−
 
+
−
'''May 14, 2019'''<br>
+
−
For any newsletter issue, please contact Alice Lau. Chara has already left the company.
+
−
 
+
−
'''April 03, 2019'''
+
−
 
+
−
Team, if we notice on the backend that the '''Risk Level''' of the customer is <span style="color:#FF0000">'''HIGH'''</span>, try to put the order on hold and call our attention. Please send Edmund, Arthur and John so we can discuss if the item should go through or not.
+
−
 
+
−
[[File:Fraud.png]]
+
−
 
+
−
 
+
−
'''April 02, 2019'''
+
−
*'''Monday1234''' is the new AustPost POD password. Please update yours.
+
−
 
+
−
 
+
−
'''April 01, 2019'''
+
−
 
+
−
'''Asking eBay to step in and help'''<br>
+
−
*Once the buyer opens their return request, (we) the seller has 3 business days to fix the issue. We can see it on the top part of the case details which states '''Please take action by xxdatexx''' and we can refer to it as the '''due date'''. If we are unable to sort things out within this time because the '''buyer is not responding''' to our request for proof, we may '''ask eBay to step in and help''' find a solution. We will normally receive a notification from eBay regarding the case once the due date is reached. Instead of resending the previous message to the customer, we should select the option '''Ask us to step in and help''' and choose the reason '''The buyer didn't respond'''. We may as well include additional details why we cannot resolve the issue. Click on '''Ask us to step in and help''' to escalate the case to eBay. Once this is done, the '''eBay return request will be closed''' and an '''eBay case''' will be opened. The case will remain in '''pending''' status until eBay decides to close the case with a solution.
+
−
 
+
−
[[File:Due1.png]]
+
−
 
+
−
[[File:Due2.png]]
+
−
 
+
−
[[File:Due3.png]]
+
−
 
+
−
[[File:Due4.png]]
+
−
 
+
−
[[File:Due5.png]]
+
−
 
+
−
Source:<br>
+
−
-https://www.ebay.com.au/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115<br>
+
−
-https://www.ebay.com.au/help/selling/managing-returns-refunds/ask-ebay-to-step-in?id=4702
+
−
 
+
−
'''March 27, 2019'''
+
−
 
+
−
Please observe the following status when doing your tickets in Kayako for accurate productivity result:<br>
+
−
'''RESOLVED''' - if you [[replied*]] via Kayako<br>
+
−
'''CLOSED (NO ACTION)''' - no reply, for [[auto-close*]] tickets (e.g. newsletters, advertisements, spam emails)<br>
+
−
'''RESOLVED (EXTERNAL)''' - if you replied outside Kayako (e.g. via eBay case, TradeMe Q&A)<br>
+
−
 
+
−
 
+
−
'''February 20, 2019'''
+
−
 
+
−
'''eBay Simplifying Return Policies'''<br>
+
−
Source: https://sellercentre.ebay.com.au/SU18-1/Simplifying-Returns<br>
+
−
'''''Key Point''''':<br>
+
−
1. Restocking fees will no longer be available.<br>
+
−
'''''Effect of the change''''':<br>
+
−
1. Full refund should be issued to Change of Mind returns for FREE SHIPPING items<br>
+
−
2. Item price refund can still be issued to Change of Mind returns for non free shipping items<br>
+
−
'''''Formula and examples''''':<br>
+
−
Please see [[CHANGE_OF_MIND_REFUND_-_AU]]
+
−
 
+
−
 
+
−
'''February 19, 2019'''
+
−
 
+
−
Please observe the following status when doing your tickets in Kayako for accurate productivity result:<br>
+
−
'''RESOLVED''' - if you [[replied*]] via Kayako<br>
+
−
'''CLOSED (NO ACTION)''' - no reply, for [[auto-close*]] tickets (e.g. newsletters, advertisements, spam emails)<br>
+
−
'''RESOLVED (EXTERNAL)''' - if you replied outside Kayako (e.g. via eBay case, TradeMe Q&A)<br>
+
−
 
+
−
 
+
−
'''January 04, 2019'''
+
−
*'''crazy123''' is the new AustPost POD password. Please update yours.
+
−
 
+
−
 
+
−
'''December 28, 2018'''
+
−
 
+
−
SKU:
+
−
KL-TS14<br/>
+
−
KL-CT06<br/>
+
−
KL-SD20<br/>
+
−
and similar items<br/><br/>
+
−
 
+
−
These items have protective film/layer, so if a buyer reported that the item is damaged, please ask first to remove the protective film/layer before offering compensation.
+
−
 
+
−
[[File:WXWorkCapture_15459757116364(1).png]]
+
−
 
+
−
'''November 16, 2018
+
−
 
+
−
'''SKU: XY-008H''' - if customer thinks the item is faulty due to the lock being apart, please inform customer it is normal and to refer to the manual to set it up. customer should follow step number 4.
+
−
 
+
−
[[File:Nts123.png]]
+
−
[[File:Nts234.png]]
+
−
[[File:Nts3.png]]
+
−
[[File:Nts4.png]]
+
−
 
+
−
'''November 13, 2018'''
+
−
 
+
−
Selecting the correct reason when requesting in RMA:<br/>
+
−
 
+
−
Please refer to [[RMA Reasons]]
+
−
 
+
−
 
+
−
'''October 03, 2018'''
+
−
 
+
−
*'''crazy38''' is the new AustPost POD password. Please update yours.
+
−
 
+
−
 
+
−
'''September 27, 2018'''<br/>
+
−
 
+
−
GLA-616AB, GLA-615AB, GLA-615AW, GLA-611B, GLA-611W
+
−
 
+
−
Issue:       Divider is too big/long and will not fit in the basket<br/>
+
−
Resolution:  Try to offer $30~$50 or maybe even more
+
−
 
+
−
'''September 25, 2018'''<br/>
+
−
 
+
−
1. Please use this format when asking purchasers or developers about an item:
+
−
 
+
−
'''Product inquiry for PID xxxx'''<br/>
+
−
'''ebay id/order number: xxxxxx'''<br/>
+
−
'''Question/Issue: xxxxxxxxx'''<br/>
+
−
 
+
−
2. Regarding rebuttals for asking proof, it should only be applied for Local (Vincent Fang) items unless purchaser or technical team insists to ask for proof. Agent should check the cheat sheet to decide if the item needs to be returned or not. As noted by TL Arthur, a memo will be served if he gets an escalation regarding the matter.
+
−
 
+
−
 
+
−
'''September 06, 2018'''<br/>
+
−
 
+
−
Correct refund amount for Change of Mind cases (excluding eBay):<br/>
+
−
 
+
−
'''1. Not Free Shipping: '''<br/>
+
−
'''Refund Amount = Total Amount - 20% - Postage'''
+
−
 
+
−
[[File:Ref12345.png]]
+
−
 
+
−
'''2. Free Shipping: '''<br/>
+
−
'''Refund Amount = Item Price - 20% - Our Postage'''
+
−
 
+
−
[[File:Ss1.png]]
+
−
 
+
−
 
+
−
 
+
−
'''September 03, 2018'''<br/>
+
−
 
+
−
'''SKU: HM-H02NEW ,  HM-H03 ,  HM-H06  '''
+
−
If cx claims that screws are missing, please tell them all the said missing parts have been installed to the machine already. Cx only needs to follow a new manual to assemble.
+
−
 
+
−
HM-H02NEW: https://drive.google.com/file/d/1cZuAk1LUxTBq7plSxrOgBWByYzU38CWY/view?usp=sharing <br>
+
−
HM-H03: https://drive.google.com/file/d/1ijiwvCBvF7Hjvhz5b2zLPlplpFitBj56/view?usp=sharing<br>
+
−
HM-H06: https://drive.google.com/file/d/1fPQ1OI4t_KsOpymmT4GWbcwkw9zqktog/view?usp=sharing<br>
+
−
 
+
−
 
+
−
'''August 28, 2018'''<br/>
+
−
 
+
−
'''Factory error in packaging SKU: DJA-HO1BL and DJA-HO1DB:'''<br/>
+
−
It was discovered that the boxes labeled with DJA-HO1BL contain dark blue cases instead of light blue and the boxes with DJA-HO1DB labels contain light blue cases instead of dark blue.
+
−
 
+
−
If the buyer reports the issue, ask for photos and offer up to $30 for them to keep the item. If the buyer wants replacement, provide the return procedures and advise warehouse technical staff Xiaodong about the issue for him to send the correct color and avoid repeating the same error.
+
−
 
+
−
Please report every case to Bella Chen so we can ask for compensation from the factory.
+
−
 
+
−
 
+
−
'''July 26, 2018'''<br/>
+
−
 
+
−
When cancelling an order in eBay, always choose this reason > Buyer asked to cancel the order.
+
−
 
+
−
'''July 12, 2018'''<br/>
+
−
 
+
−
For faulty items supplied by '''Mills International Trading''', if a video is required, please send the template below:
+
−
 
+
−
We apologise for the inconvenience that this may have caused. In order for us to work out a solution for you, we need to forward a short video to our technical department for checking and confirmation. Kindly upload the video to this website streamable.com and provide us the 5-digit code so that we can see the video on our end. Just follow the steps on how to upload the video below:
+
−
 
+
−
Simply grab your smartphone and follow these steps:<br/>
+
−
- Go to https://streamable.com/ <br/>
+
−
- Click 'Upload video'<br/>
+
−
- You can then shoot a video / or upload one previously taken<br/>
+
−
 
+
−
Whilst uploading, a link will appear on the screen with 4-5 digits at the end, for example streamable.com/123ab. Ensure you allow time for the video to upload fully.
+
−
 
+
−
Kindly reply to this email with the 5-digit code and we will check the issue as soon as possible. Thank you for your help and cooperation.
+
−
 
+
−
 
+
−
'''July 9, 2018'''<br/>
+
−
 
+
−
'''For SKU: LCWH-420, if a customer complains about the smell, please reply with the following information:'''
+
−
 
+
−
"We are sorry for the issue. According to the manufacturer, these heaters do produce some smell in the initial days of use. This smell will fade away based on where the heaters are installed and the air flow. It is recommended to keep the heater running in an open space such as garage or an Alfresco where there is plenty of fresh air flow.
+
−
 
+
−
If the smell still does not fade away, please do not hesitate to let us know and we will request a replacement heater for you."
+
−
 
+
−
 
+
−
 
+
−
'''July 3, 2018'''<br/>
+
−
 
+
−
For faulty items supplied by Gaf Contral Sales, once you receive proof of issue from buyer, ask them to send compliance plate to:
+
−
 
+
−
Vincent Fang Ausway Pacific Pty Ltd
+
−
 
+
−
2/5 Brear St, Springvale, VIC 3171, Australia
+
−
 
+
−
Please ask buyer to indicate order ID in parcel.
+
−
 
+
−
Then wait for Vincent Fang's consent to refund. No need to get back whole item.
+
−
 
+
−
'''July 03, 2018'''<br/>
+
−
*'''crazy37''' is the new AustPost POD password. Please update yours.
+
−
 
+
−
 
+
−
'''June 29, 2018'''<br/>
+
−
 
+
−
As of July 1, 2018, a new law for firearms regulations was put into effect. Only PID 15839 passed level two requirements and all other safes are only level for one.
+
−
 
+
−
'''June 20, 2018'''<br/>
+
−
 
+
−
"Due to COM policy has been updated recently, our team would like photos to make sure the product is in its original packaging (cause we had few used items back)." - DROPSHIPZONE SUPPLIER<br>
+
−
:'''WHAT TO DO?''' For COM cases on items supplied by DROPSHIPZONE, rep should ask first for photos from the customer to prove that the product is still in its original packaging before forwarding the ticket to Ivy.
+
−
 
+
−
'''June 20, 2018'''<br/>
+
−
 
+
−
If going to sell parts(for customers with existing orders), please contact Vincent Fang for shipping quote(shipping from warehouse to customer).
+
−
 
+
−
'''June 06, 2018'''<br/>
+
−
 
+
−
For faulty items supplied by Gaf Contral Sales, once you receive proof of issue from buyer, ask them to send compliance plate to:
+
−
 
+
−
Vincent Fang                         
+
−
Ausway Pacific Pty Ltd
+
−
 
+
−
2/5 Brear St, Springvale, VIC 3171, Australia
+
−
 
+
−
Then wait for Vincent Fang's consent to refund. No need to get back whole item.
+
−
 
+
−
'''May 28, 2018'''<br/>
+
−
 
+
−
Since eBay doesn't allow sellers to add any promotional code into the eBay icons and subtitles. The only way for customers to check if there is a discount can be applied to their order is through the link below: https://www.ozbargain.com.au/deals/ebay.com.au
+
−
 
+
−
If our eBay customer has come back for a promotional code, please ask them to check this website for a valid discount code and also make sure that they check the T&Cs carefully.
+
−
 
+
−
'''May 25, 2018'''<br/>
+
−
 
+
−
'''ANS-KS'''
+
−
 
+
−
Our products have OEKO-TEX standard
+
−
 
+
−
We can show this cert to customers to confirm that the item has OEKO-TEX standard
+
−
 
+
−
https://drive.google.com/file/d/16wb0sUAUBl46U_L3DdNkEumTw2DNMjuQ/view?usp=sharing
+
−
 
+
−
'''May 24, 2018'''<br/>
+
−
'''Edengrass Artificial Grass Synthetic Turf'''<br>
+
−
Delivery Issue with TOLL IPEC:<br>
+
−
 
+
−
For orders (last week) which show as delivered but customers claim that they did not receive the item, please check POD first. If the POD shows that the item was returned to our warehouse due to overweight issue, explain to to the customer that there was a system issue on the courier's end and ask them if they will be willing to wait so we can resend the item. If not, we can process full refund. If there is no available POD, forward the tracking number to Mira for checking.
+
−
 
+
−
[[File:Regergegerg.png]]
+
−
 
+
−
'''May 22, 2018'''
+
−
SKU: BCF-07B<br/>
+
−
Issue: leaking sticky liquid<br/>
+
−
 
+
−
ask buyer to send:<br/>
+
−
photo that will show the issue<br/>
+
−
photo of data plate on the bottom of unit<br/>
+
−
 
+
−
forward to suzy, then refund.
+
−
 
+
−
'''May 22, 2018'''<br/>
+
−
 
+
−
'''HM-2560'''
+
−
here is the case,
+
−
 
+
−
"when you ride it there is a bad noise from inside like the fly wheel is rubbing on something"
+
−
 
+
−
as per Yvonne,
+
−
 
+
−
1.  Please take out the screws  from the plastic cover,  then open the plastic cover ; 
+
−
2.  Chech the flywheel and  magnetic , if they are rubbing,  please adjust the pull cable, let  magnetic leave the flywheel,  then will be OK '
+
−
 
+
−
Please refer to the photo below
+
−
 
+
−
https://prnt.sc/jkydro
+
−
 
+
−
https://prnt.sc/jlhzt7
+
−
 
+
−
https://prnt.sc/jli02s
+
−
 
+
−
'''May 21, 2018'''<br/>
+
−
'''Unsubscribe Issues:'''
+
−
To unsubscribe customer's email from our newsletters/promotions, add the email address to https://admin.crazysales.com.au/admin.php?dpt=custord&sub=subscribers and send the email address to '''Chara Xu'''. If the customer does not want to receive our newsletters/marketing emails at all and requests to be removed from our mailing list, send the email address to '''Isabelle Li''' so she can add it to our '''blacklist''' or '''block list'''.
+
−
 
+
−
'''May 04, 2018'''<br/>
+
−
 
+
−
*Mandatory Note Format (Backend Log):<br/>
+
−
:'''Complaint/Inquiry Source:''' (Ebay Messaging, Outbound or Inbound Call, Chat with Chat ID, Email with EmailID, Facebook, Resolution Center, etc....)<br/>
+
−
:'''Issue:''' Delivery Inquiry<br/>
+
−
:'''Resolution/Recommendation:''' provided delivery details<br/>
+
−
 
+
−
 
+
−
'''May 02, 2018'''<br/>
+
−
Change of Mind (Local Items): '''UPDATED'''
+
−
*Follow standard procedures for '''JHS8 aircons''' (return to Crazysales Warehouse).
+
−
*For items supplied by '''Princess Trade''', will need to ask supplier for return procedures. Pass to Julia.
+
−
*Take note that goods are eligible for the 30 Day Change of Mind policy provided that they are in as new, resalable condition and original packaging.
+
−
 
+
−
 
+
−
 
+
−
'''April 9, 2018'''<br/>
+
−
Listing error for '''SKU: mia-02'''
+
−
*Previously, the item was listed with '''12V''' but the actual item is in '''24V'''. The listing was fixed after the issue has been reported to purchasing team. For all those who ordered the item during the time when the item was listed with 12V, buyers can return the item for refund due to listing error (return postage at our cost). You can confirm if the order is affected by the error by checking the item title on the order in the backend. See image below:
+
−
 
+
−
[[File:Mia-02.png]]
+
−
 
+
−
'''April 4, 2018'''<br/>
+
−
To verify PayPal payment, please use login details below:<br/>
+
−
*https://www.paypal.com/au/webapps/mpp/merchant<br/>
+
−
*Login: crazysales<br/>
+
−
*Password: '''2AaarmUQ<br/>
+
−
 
+
−
'''April 4, 2018'''<br/>
+
−
Credit card data has grown in significance because of the proliferation of online and mobile purchases that can now be made. Consumers don’t like it when their data gets stolen, it’s a matter of trust. And merchants need to deliver that trust to you, their customers. This point has recently been emphasized with the recent security breaches at Sony and Sega.<br/>
+
−
 
+
−
Swedish internet visionary and CEO of Mindpark, Joakim Jardenberg, says we live in a world where trust, penetration and volume are everything.<br/>
+
−
 
+
−
And this is where Adyen comes in. Adyen is a mobile payment solutions company, managing the new international payment complexity and PCI Compliance for merchants that accompanies how we purchase and pay today. With Adyen, merchants can focus on expanding their global reach by giving customers more options for online and mobile payments and keeping their credit card data safe.<br/>
+
−
 
+
−
Founded in Amsterdam and operating across six continents from both Amsterdam and Boston, the financially sound start-up is proving that first generation banks like Chase and Royal Bank of Scotland (RBS) cannot deliver aglobal payments platform that performs to meet the diverse payment needs of today’s global e-commerce market.<br/>
+
−
 
+
−
Adyen, despite being led by a tenured team of banking and finance gurus from Royal Bank of Scotland (RBS), Bibit, and Rabobank, doesn't like to call itself a payments company, but rather a tech company that specializes in global payments. Driving their developers to stay one step ahead on the technology front, Adyen constantly focuses on innovation, which they believe their larger counterparts can not do.<br/>
+
−
 
+
−
With Adyen, the look and feel of the payment page is from the merchant’s perspective. You don’t click to pay and then see a third-party page appear. One click payment – giving peace of mind to both the merchant for PCI Compliance and the consumer who trusts the merchant and the brand. But more than that, Adyen has the potential to follow the merchant across their sales channels, devices and geographies with an optimized solution for all channels, not just mobile or online.<br/>
+
−
 
+
−
What is PCI Compliance?<br/>
+
−
The Payment Card Industry Data Security Standard (PCI DSS) applies to companies of any size that accept credit card payments. If your company intends to accept card payment, and store, process and transmit cardholder data, you need to host your data securely with a PCI compliant hosting provider.<br/>
+
−
 
+
−
'''April 3, 2018'''<br/>
+
−
*Austpost POD<br/>
+
−
*username: u4555<br/>
+
−
*new password: crazy12345<br/>
+
−
 
+
−
'''March 8, 2018'''<br/>
+
−
*Toll Ipec's new digital platform: https://www.mytoll.com/ <br/>
+
−
*Login email: help@openfreight.com.au <br/>
+
−
*Password  : Tig2111!
+
−
 
+
−
*'''crazy36''' is the new AustPost POD password. Please update yours.
+
−
 
+
−
'''Feruary 05, 2018'''<br/>
+
−
*'''PICK UP REQUEST (ORDER ID: XXXXXXXX)''' should be used as the email subject for requesting pickup with TIG. Please change XXXXXXXX with the correct Order ID.<br/>
+
−
*'''crazy35''' is the new AustPost POD password. Please update yours.
+
−
 
+
−
 
+
−
'''January 25, 2018'''
+
−
*For eBay items, from now on we won't accept drop-off returns to our warehouse.
+
−
 
+
−
 
+
−
'''January 24, 2018'''
+
−
 
+
−
*For HA-01R / HA-01S / HA-01B, we just need proof and no need to return this item back to us. There is a known issue that this product does not rotate.
+
−
 
+
−
'''January 09, 2018'''
+
−
 
+
−
*For TIG pickups, if TIG cannot contact buyer at the contact number provided on file, please ask the buyer to contact TIG on 1300 005 545 to book a pickup schedule.
+
−
 
+
−
'''December 21, 2017'''
+
−
 
+
−
Local items with location Z16, Z38, Z39, Z86, ZZ1, & ZZ13, shipping labels are provided by us. So for LOST cases, we follow standard procedures.
+
−
 
+
−
[[File:Z86.png]]
+
−
 
+
−
 
+
−
'''December 13, 2017'''
+
−
 
+
−
All pickups from TIG will stop on 21/12/2017 and will resume on 8/1/2018. Hence, last day of pickups is on 20/12/2017.
+
−
 
+
−
 
+
−
'''November 29, 2017'''
+
−
 
+
−
'''Christmas Deadline for Delivery'''
+
−
[[File:Xmas Deadline.png]]
+
−
 
+
−
'''November 28, 2017'''
+
−
 
+
−
SAFE DROP (photo of the proof of delivery)
+
−
 
+
−
As we checked, we were able to confirm that the driver has made the delivery and captured an image of the exact location where the parcel was left. If you would like a copy of this image to assist you on locating the parcel, please contact Australia Post directly so they can provide it to you right away. Kindly contact them on their hotline at 131318 and provide your tracking number xxxxx.  Unfortunately, we are unable to get the photo where the driver left the parcel as Australia Post requires the recipient to contact them, as part of their privacy policy to you and them. Thank you for understanding.
+
−
 
+
−
 
+
−
'''November 21, 2017'''
+
−
 
+
−
New process and templates for TIG returns:
+
−
*Process: [[TIG Return (Arranging pick up)]]
+
−
*Templates: [[TIG returns for replacement]] and [[TIG returns for refund]]
+
−
 
+
−
 
+
−
'''November 19, 2017'''
+
−
 
+
−
For all eBay notifications about the approved '''Free Returns''' under '''Change of Mind''', please note in the Backend that buyer is returning item for refund under our 30 Day Change of Mind Policy. In this case, when AU warehouse staff receives the item, he will process refund based on our policy and not send a '''''More to Pay''''' template to the buyer.
+
−
 
+
−
[[File:Free.png]]
+
−
 
+
−
[[File:Free1.png]]
+
−
 
+
−
 
+
−
'''November 16, 2017'''
+
−
 
+
−
Please check updated templates for TIG returns
+
−
 
+
−
*[[TIG returns for replacement]]<br/>
+
−
*[[TIG returns for refund]]
+
−
 
+
−
'''November 07, 2017'''
+
−
 
+
−
NEW PASSWORD FOR AUSTPOST POD:
+
−
CRAZY123
+
−
 
+
−
 
+
−
'''November 02, 2017'''
+
−
 
+
−
UNSUBSCRIBE IN EBAY OZ-AUCTION
+
−
 
+
−
If eBay customer asked to unsubscribe on our newsletter in oz-auction (example SNG-373-84242) Please log ebay username or email address to https://docs.google.com/spreadsheets/d/11EL6N6Xp_jO15lVRYpYeWgODos1c3DxBXzens2CZ_8Y/edit#gid=880038709 and advise customer that it will take 24-48 hours for the modifications on their account to take effect
+
−
 
+
−
 
+
−
'''October 31, 2017'''
+
−
 
+
−
FREE RETURNS POLICY OF EBAY
+
−
 
+
−
A. From now on till 31/12/2017, for items purchase between 1/9/2017 and 31/12/2017(end date could be earlier as the offer ends by the end of Dec) if the customers have come back for a return (the reasons for return can be the item doesn’t fit; changed of mind; found a better price; just didn’t like it; ordered by mistake.
+
−
 
+
−
Please follow the steps below:
+
−
 
+
−
1)check the item weight and dimensions and see if it meets the eBay free return requirements(any item with maximum weight of 10 kg and total dimensions (length + width + height of the parcel) of 120cm)
+
−
 
+
−
2)If it doesn’t meet the free return requirements as stated above, just follow our current procedures;
+
−
If it’s meeting the requirements, ask buyer to go to My eBay Purchase History from their desktop and click the ‘return this item’ option next to purchased item. Select a reason why they are returning the Eligible Item and follow the instructions. They will then receive an email in your My eBay Messages and registered email account prompting you to print your return label along with instructions on how to return your Eligible Item.
+
−
 
+
−
'''Terms & Conditions:''' https://pages2.ebay.com.au/free-returns
+
−
 
+
−
 
+
−
'''Sep 26, 2017'''
+
−
:'''ALE-033S-02 and ALE-030C-02'''
+
−
:If cx complains that the item doesn't seem to be blowing hot air, only cold, ask cx to change temperature setting. There is a 3-level switch; the first one is just fan and no heat; the second is 1650w and hot, the third one is 3000w and hottest.
+
−
 
+
−
'''Sep 24, 2017'''
+
−
 
+
−
:NEW PASSWORD FOR AUSTPOST POD:
+
−
:crazy3
+
−
 
+
−
'''Sep 14, 2017'''
+
−
 
+
−
:'''New process for TIG returns'''
+
−
:*Please go to [[TIG Return (Arranging pick up)]]
+
−
:'''New templates for TIG returns:'''
+
−
:*[[TIG returns for replacement]]<br/>
+
−
:*[[TIG returns for refund]]
+
−
 
+
−
'''Sep 12, 2017'''
+
−
 
+
−
:'''Fastway contact numbers for each depot:'''
+
−
:*Perth - 08 9360 9400
+
−
:*Adelaide - 08 8345 2300
+
−
:*Brisbane - 07 3868 1144
+
−
:*Toowoomba - 07 4634 1655
+
−
:*Canberra - 02 6260 1719
+
−
:*Wide Bay - 07 4151 6777
+
−
:*Mackay - 07 4952 4924
+
−
:*Newcastle -  02 4967 3944
+
−
:*Townsville - 07 4728 7399
+
−
:*Central Coast - 02 4388 2500
+
−
:*Melbourne - 03 9320 8100
+
−
:*Bendigo - 03 5443 0755
+
−
:*Sydney - 1300 3278 929
+
−
 
+
−
 
+
−
'''July 27, 2017'''
+
−
 
+
−
:'''eBay Checkout Codes'''
+
−
 
+
−
:*For all those who are handling eBay Oz-Auction queue, please check the code's information at https://docs.google.com/spreadsheets/d/11EL6N6Xp_jO15lVRYpYeWgODos1c3DxBXzens2CZ_8Y/edit#gid=162598629
+
−
:*The sheet provides the code, promo period and Terms and Conditions (T&C's)
+
−
:*Wendy will update this form from time to time, so if you have queries about the codes, please check the sheet first before asking Wendy if needed.
+
−
 
+
−
:'''$20 off w/ code of THANKYOU20'''
+
−
 
+
−
:*Get $20 off using the code of THANKYOU20 at checkout page when you spend $100 or more on all categories.  Limit of 1 transaction per person.  This offer ends at 23.59 (AEST) on 10 Aug. 2017 (“Offer Period”).  For FULL TERMS and CONDITIONS, please see http://pages2.ebay.com.au/Buyer_coupons/thankyou
+
−
 
+
−
 
+
−
 
+
−
'''July 23, 2017'''
+
−
: 10% Off with code PLENTY has already expired at 23.59 (AEST) on 23 July 2017
+
−
: T&C's: http://pages2.ebay.com.au/Buyer_coupons/plenty
+
−
 
+
−
'''July 20, 2017'''
+
−
 
+
−
:SKU: HM-H03
+
−
 
+
−
:For customers requesting parts for [HM-H03] Genki Hydraulic Exercise Rowing Machine, please provide first the updated manual in this link >> https://drive.google.com/file/d/0B2zSZOvyfymJdTF4WVNUSENIVUJGTElIY1BFaTB4OThqd0Fn/view?usp=sharing
+
−
 
+
−
'''June 29, 2017'''
+
−
 
+
−
:Get 10% off using the code of COZZIE at checkout page  when you spend $30 or more on selected categories.  Full T&Cs available. This offer ends at 23.59 (AEST) on 12 Jul. 2017 (“Offer Period”).  For TERMS and CONDITIONS, please see http://pages2.ebay.com.au/Buyer_coupons/domestic?rmvSB=true
+
−
 
+
−
'''June 27, 2017'''
+
−
 
+
−
:NEW PASSWORD FOR AUSTPOST POD:
+
−
:crazy2
+
−
 
+
−
'''June 23, 2017'''
+
−
 
+
−
:If you will receive complaint for items below:
+
−
 
+
−
:TB80-SB<br/>
+
−
:TB80-DM<br/>
+
−
:TB80-DWN<br/>
+
−
:TB80-SW<br/>
+
−
:TB80-DW<br/>
+
−
 
+
−
:There's no need to ask for proof, just provide return for refund instructions.
+
−
 
+
−
:PS: Please do not offer replacement.
+
−
 
+
−
'''June 20, 2017'''
+
−
 
+
−
[[File:Aggefgrfe.png]]
+
−
:For '''HQB''' and '''GZDS''' items marked with courier '''International Registered Post''' but the tracking number only consists of '''12-digit number''' like '''555105132105''', the correct courier is '''DPEX'''. The tracking website is https://www.dpex.com/Tools-And-Applications/Track-And-Trace
+
−
:For template, please click '''[http://106.75.199.24/mediawiki/index.php?title=Delivery_via_DPEX here]'''.
+
−
 
+
−
 
+
−
'''June 16, 2017'''
+
−
 
+
−
:Get $20 off when you spend $100 or more. Two transactions per person, up to a maximum of 10 items per transaction. Full T&Cs available. This offer commences at 10.00 (AEST) on 16 June 2017 and ends at 23.59 (AEST) on 22 June 2017 (“Offer Period”).  For TERMS and CONDITIONS, please see http://pages2.ebay.com.au/Buyer_coupons/count20
+
−
 
+
−
 
+
−
'''June 16, 2017'''
+
−
 
+
−
:'''Australia Post Update'''
+
−
 
+
−
:"DELIVERED VIA safe drop"
+
−
 
+
−
:If there's no one home and courier concluded that there's a safe place in the premises for them to leave parcel, they will leave it there and take a photo as proof that it was delivered safely. If there's no safe place, they will leave a card as they would normally do - and take the parcel to a nearby post office for collection.
+
−
 
+
−
:'''Suggested template''': http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Australia_Post_(Safe_Drop)
+
−
 
+
−
'''June 14, 2017'''
+
−
:Please be informed that we have put all processing orders of these SKU's to '''"On hold"''', please '''DO NOT change the status''' of these "On hold" orders. 
+
−
:'''Affected SKU:'''
+
−
:*TB80-SB
+
−
:*TB80-DM
+
−
:*TB80-DWN
+
−
:*TB80-SW
+
−
:*TB80-DW
+
−
 
+
−
 
+
−
'''June 13, 2017'''
+
−
:'''Extra 10% off eBay''': Redemption code: '''CLAP10'''. This offer commences at 10.00 (AEST) on 12 June 2017 and ends at 23.59 (AEST) on 15 June 2017 (“Offer Period”). 
+
−
: TERMS AND CONDITIONS: http://pages2.ebay.com.au/Buyer_coupons/clap10
+
−
 
+
−
'''June 13, 2017'''
+
−
:'''For SKU XJ-I-01 /  PID: 1247
+
−
[[File:Wewewe.png]]<br/>
+
−
:If customer reports missing parts #31, #7, #9, and #17, please inform cx that these parts are not missing. According to Stephen and Jenny, it has been assembled like the photo above, just refer to the listing photo, our item has come like this for couple  of years and supplier did not update their manual. They simplified the design so those parts no longer exist.<br/>
+
−
:'''SAMPLE TEMPLATE:''' After we have escalated the issue to our supplier, they have informed us that these parts are actually not missing. According to them, they have simplified the design of the product but failed to update the assembly manual. These parts no longer exist in the new design so there are no missing parts in your item. Please refer to the photos on our listing page or to the one attached on this email. The photo shows that these parts were already assembled as you received. Please disregard the manual when it comes to assembling these parts. Thank you!
+
−
 
+
−
 
+
−
'''June 1, 2017'''
+
−
:Code C5OZ has expired. Orders with this code can be placed before 3:30pm today 1 of June 20% off the purchase price (excluding postage). Check with CODE of 'CRACKA20' at OZ- AUCTION ebay store. This offer commences at 16:00 (AEST) on 1 of June 2017 and ends at 23:59 (AEST) on 11 of June 2017 ("Offer Period"). For Terms and Conditions, please see (pages2.ebay.com.au/Buyer_coupons/cracka20)
+
−
 
+
−
 
+
−
'''May 24, 2017'''
+
−
:'''For SKU SPSTL15001 / PID 57099'''
+
−
:: If the new tiller is not starting, as per Keyya, there maybe 2 problems:
+
−
 
+
−
:::1. The carburetor may be clogged. Suggest to cx unscrew the screws to check whether there's fuel or oil drip. If no oil or fuel drop out, we can confirm the problem of the carburetor. For the screws mentioned, pls refer to this picture; https://drive.google.com/file/d/0B1kKBDf8-oO2b1o1c1ZjRXp5SkE/view?usp=sharing
+
−
:::2. If the carburetor has no problem, then maybe cx adds too much or too less oil and the cultivator will start its automatic protection function. The oil should be about 550ML. If cx finds it quite difficult to empty the oil, suggest to cx to stop the automatic protection function. Normally it should look like this: https://drive.google.com/file/d/0B1kKBDf8-oO2YnB3R0x0bWN4LUk/view?usp=sharing To stop the automatic protection function, disconnect them like the picture: https://drive.google.com/file/d/0B1kKBDf8-oO2SHRJSVgzYWxfYVE/view?usp=sharing
+
−
 
+
−
 
+
−
'''May 04, 2017'''
+
−
:'''5% off code of 'C5AUS' has already ended
+
−
::It was reported today by Wendy that the 5% off code of 'C5AUS' has already ended. The icons on the listing page will be updated tomorrow (May 045,2017).
+
−
 
+
−
'''May 02, 2017'''
+
−
 
+
−
:'''For Resend Order which cx need to pay:<br/>'''
+
−
::1. Whole Item Resend or Kitting part, please add Manual Payment after it has been created. Please select the Correct payment method.
+
−
:::For related process, please click  [http://106.75.199.24/mediawiki/index.php?title=HOW_TO_PROCESS_AN_RA_resend_order here].<br/>
+
−
::2. Spare Part Resend, please record the sales log [https://docs.google.com/a/crazysales.com.au/spreadsheets/d/12Rt2iWeIxfH1aWI3EsQ59JwXmJbyUXufJKSGNyzKmKk/edit?usp=sharing here].<br/>
+
−
 
+
−
'''Mar 28, 2017'''
+
−
 
+
−
:AUSTPOST POD NEW PASSWORD<br/>
+
−
:crazy1<br/>
+
−
 
+
−
'''March 3, 2017'''
+
−
 
+
−
:eBay change of mind case<br/>
+
−
::Please stick with old procedure
+
−
 
+
−
'''Feb 23, 2017'''
+
−
 
+
−
:'''10% Discount Code CAU10 was changed to C10AU'''
+
−
::The eBay promotional code CAU10 was changed to C10AU. If you receive complaints about invalid code, please advise customers to use '''C10AU''' upon check out.
+
−
 
+
−
'''Feb 08, 2017'''
+
−
 
+
−
:'''''For SKU: BCF-06Y / BCF-06W / BCF-07R / BCF-07B''' (Genki 4th DIY Ultra Slim Vibration Machine Platform)''
+
−
::If buyer is asking how to remove the glue, please use this template:
+
−
 
+
−
:[http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=How_to_Remove_Glue_from_Plastic How to remove the glue]
+
−
 
+
−
'''Jan 30, 2017'''
+
−
 
+
−
:[[Stock Issues]]
+
−
 
+
−
'''Jan 20, 2017'''
+
−
 
+
−
:For customers asking if Crazysales and Oz-auction are the same company, please tell customer:<br/>
+
−
:''"Crazysales and Oz-auction are two different stores but we are under the same management."''
+
−
 
+
−
'''Jan 20, 2017'''
+
−
 
+
−
:For refund concerns for Credit Cards, new contact person is Patricia Lim or Annie Xu
+
−
 
+
−
'''Jan 20, 2017'''
+
−
 
+
−
:[[Refund Issue]]
+
−
 
+
−
'''Jan 12, 2017'''
+
−
 
+
−
:'''''SKU: BCF-06Y / BCF-06W / BCF-07R / BCF-07B''' (Genki 4th DIY Ultra Slim Vibration Machine Platform)''
+
−
 
+
−
:Been receiving calls and email complaints from some customers saying that this item is leaking something and has a sticky substance/or melting something.
+
−
:As per Suzy, it's an environmental glue, supplier put too much glue on it that caused the issue. Issue has been raised to supplier.
+
−
 
+
−
:We can offer crazy points or partial refund as compensation.
+
−
:If function is affected, return for replacement.
+
−
:Record all issues and forward to Hazel so we can claim refund from Supplier.
+
−
 
+
−
'''Jan 09, 2017'''
+
−
:'''SKU: SRB-50L / SRB-58L / SRB-68L
+
−
:[[File:Blue.jpg]]
+
−
 
+
−
:If a customer is complaining for the item being blue in color, inform cx that item comes with a protective covering to prevent item from scratches which needs to be removed (peel off carefully).
+
−
 
+
−
'''Dec 10, 2016'''
+
−
 
+
−
:For TIG status that says "'''TAILGATE REQUIRED'''", please tell this to your customer:<br/>
+
−
:''"Due to the size of your item, a special delivery vehicle with a tailgate is required (tailgate truck is a truck which has a little elevator at the back that they can load the item onto and can move it up and down without the drivers having to physically lift it). With these deliveries, the trucks have to be booked in advance by the courier once they receive the item and sort it for delivery and they may not be able to have a vehicle available immediately for the delivery."''
+
−
 
+
−
 
+
−
'''Dec 7, 2016'''
+
−
 
+
−
:For unsubscribed emails, please also inform Chara Xu to unsubscribe the email address after adding it at https://admin.crazysales.com.au/admin.php?dpt=custord&sub=subscribers.
+
−
 
+
−
 
+
−
'''Nov 22, 2016'''
+
−
 
+
−
:'''Ghost Spiel (for Phone Support)<br/>'''
+
−
:"I'm sorry I am unable to hear you. If you can hear me, please ring us back. Thank you."
+
−
 
+
−
 
+
−
'''Nov 11, 2016'''
+
−
 
+
−
:'''Regarding Vincent Fang or Yin's items:<br/>'''
+
−
 
+
−
:A. If an order is out of stock but will be restocked after a number of days, ask customer if he is willing to wait.<br/>
+
−
::1.If the buyer agrees to wait, inform Lilian or Annie after putting notes in the backend. <br/>
+
−
::2.If the buyer wants to cancel the order for refund, inform Lilian or Annie.
+
−
 
+
−
:B. If the order is already cancelled due to item is out of stock but after sometimes was restocked and buyer wants to process the order
+
−
:: again, please inform Lilian or Annie. If the payment is already refunded, please advise customer to place a new order.
+
−
 
+
−
 
+
−
'''Oct 26, 2016'''
+
−
 
+
−
:Immediately notify '''Vincent Fang''' if any Legal Notice email is received regarding a listing violation such as Intellectual property infringement, Copyright and Trademark Violation, and other issues related. Please see below:
+
−
 
+
−
::Ticket ID: EYH-862-79680 "URGENT: Intellectual property infringement, misleading and deceptive conduct and passing off [CU-Legal.FID1761121]"<br/>
+
−
::Ticket ID: WYW-270-39468 "Notice of Copyright and Trademark Violation concerning "http://m.crazysales.com.au/online-training-fitness-band-for-body-shaping-top-exercise-straps-117585.html" - Fitness Anywhere LLC (TRX)"
+
−
 
+
−
:PS: Please do not reply unless you were told to do so. Just do what Vincent tells you to do.'''
+
−
 
+
−
'''Oct 20, 2016'''
+
−
 
+
−
:OZ-AUCTION
+
−
 
+
−
:How to request total from seller
+
−
 
+
−
:To add an item to your cart, click the Add to cart button in the listing. Then you can request the shipping amount from us(seller) by placing your pointer over the item and selecting request total from seller.
+
−
 
+
−
'''Oct 19, 2016'''
+
−
 
+
−
:eBay emails
+
−
 
+
−
:No need to quote emails when replying.
+
−
 
+
−
 
+
−
'''Oct 10, 2016'''
+
−
 
+
−
:'''Click and Collect orders'''
+
−
 
+
−
:*Orders with shipping address starting with '''CnC''' are click and collect orders.<br/>
+
−
:*The shipping address must include the necessary details such as '''buyer's name''', '''eCP''' and '''correct address''' on the parcel's label.<br/>
+
−
:*Attaching an '''eCP''' to a parcel is very helpful when Click & Collect Team are tracking specific transactions if needs arises, if it is removed, the staff will be having trouble scanning the parcel in due to the barcode was unrecognised by the system and the alternative way supposed to be is to input the eCP so that it can be scanned in successfully and the buyer will be able to get a collection code.
+
−
 
+
−
'''September 7, 2016'''
+
−
 
+
−
:A new Credit Card payment gateway was updated today called as '''Adyen'''.
+
−
 
+
−
:1. Only Apply to PC end<br/>
+
−
:. Only apply to new customer with orders ≤ $150<br/>
+
−
:3. Has better fraud protection system
+
−
 
+
−
:Click [http://106.75.199.24/mediawiki/index.php?title=CREDIT_CARD_(Ayden)_REFUND_-_CrazySales HERE] for refund request steps.
+
−
 
+
−
 
+
−
'''August 04, 2016'''
+
−
 
+
−
:Common issue for SKU '''PMTL520-1''' - holes don't line up. Please advise customer first to follow the steps shown in the link below before sending replacement (parts).
+
−
 
+
−
:https://drive.google.com/drive/u/0/folders/0ByF6iq0GfRycMTZ1bzlkWjE0VGc
+
−
 
+
−
 
+
−
'''August, 03, 2016'''
+
−
 
+
−
:REG RE STOCKING FEE (ANNIE ITEMS- CHANGE OF MIND)
+
−
 
+
−
:Actually, it is a RETURN FEE.We should say that it is a RETURN FEE, not a RE STOCKING FEE.
+
−
 
+
−
:The customer can look for other couriers and pay for return postage, but we believe this way will cost them more than the restocking fee(return label provided by a supplier);Besides,according to change of mind policy, only item price refund(via crazy points) is provided, right? Thus,no refund for original postage.
+
−
 
+
−
'''August, 01, 2016'''
+
−
 
+
−
:SP2-320607 (Solar Power Fountain Outdoor Pond Pool Water Pump ) As per Linda, the correct WATTS of this item  is 2W :) 
+
−
 
+
  
 +
-----------
  
−
'''[[VIEW OLDER UPDATES]]'''
+
'''[[2020]]'''<br>
 +
'''[[2019]]'''<br>
 +
'''[[2018]]'''<br>
 +
'''[[2017]]'''<br>
 +
'''[[2016 & earlier]]'''

Latest revision as of 18:42, 3 September 2025

September 3, 2025
1. Additional process for Orders Refunded via Special Store Portal:

  • In addition to the standard procedures, after processing the refund in the portal, we also need to do another log by selecting the new issue type REFUND VIA PORTAL and Task Category PROCESS REFUND. Please refer to the sample below:

Refundportals.png


2. New issue type 'PRODUCT RECALL' added exclusively for Recalls:

Recallvoice2.png


3. New task category 'CHAT (AI)' added exclusively for live chats via Jekka AI.

CHatAI2.png



September 2, 2025
Updated list of Technical-Purchasing Team:
Tech-purch 9-2-25.jpg


August 22, 2025
All return instructions for AU and NZ should include this reminder: Please DO NOT write or mark directly on the product's box.


August 20, 2025
TheMarket email is no longer active as your orders are now under The Warehouse Marketplace. For future orders, please contact onlineenquiries@thewarehouse.co.nz


June 18, 2025
For SKU: 608-GY11L and 608-VT11L if you encounter this and the customer is saying that they are missing the basket (dehydration/spinner basket) or no dehydration function, please refer to the FAQ's for resolution. Once we provided the resolution from FAQ's explaining that the basket is not included and there is no drying or dehydration function, no need to create a GC with technical team. Just in case after we explained, the customer requested a refund/compensation, it's the time to escalate technical team (mention that we already explained to customer that there is no missing part).

20250711-083331.jpg

April 30, 2025
Newasian warehouse new address
 Leah:02108469576
Email:leah@nalexpress.com
28B Bell Avenue Mount Wellington, Auckland 1060

FD warehouse new address
Jin:64 9 275 7646
Email:warehouse@freightdirect.co.nz
22 Toiawaka Road, Drury 2579


February 25, 2025
Technical Customer Service Team Assignments

BREEZY CHILLY
Keyya

Appliance + Furniture

Bella
Mia Jenny
So Yvonne
James Linda
Polly Anna
Kitty Rena
Nicole Susie
- Neil
- Olivia


Oct 22, 2024
Please take note for Temu orders (under Wing Nie's account wing_nie@crazysales.com.au):

  • Please do not remove the phone number and code on the address. It is a very important information required by Temu.

Temu111.jpg


Feb 12, 2024
Using proper names of relevant departments based on the issue/case:

ISSUE/CONCERN - CONTACT DEP'T
a. listing error (wrong price or picture or info) - listing department
b. payment issues/refunds/other accounting concerns - accounting department
c. promotion/discounts/coupon/voucher/stock inquiry (when to restock)- marketing department
d. system / website errors - I.T. or Web developer team
e. aftersales issues - missing parts/faulty/damage/troubleshooting/manual and any other product-related issues/inquiries - technical team
f. packaging concerns for improvement, item/part supply for out of warranty/discontinued items, feedback on product quality - supplier or manufacturer
g. resend/replacement via RMA / confirming actual stock in WH - warehouse staff
h. confirming dispatch/cancellation of dispatched order/change address after label printed - dispatch team
i. delivery issues/out of ETA - our third-party courier/the courier


Feb 1, 2024
Hubbed - For eBay Returns (eBay approved and used Hubbed to return the item)
Tracking website: https://hubbed.com/track-parcel/
Online inquiry: https://hubbed.com/contact-retailers/
Email: support@hubbed.com.au


Jan 30, 2024
1. RMA for Replacement Part must be approved by Technical Team first as some parts may be sent from supplier in CN

  • Request for part/s in the RMA only if Max/Esther instructs you to create an RMA for the part/s or tells you to send part from AU Warehouse
  • Confirm with the technical team if it is not clear where the part/s will come from when they say "we will send part/s"

2. Streamable Video Downloader is not working

  • Please stop asking customers to upload video via streamable. Instead, instruct them to use WeTransfer website (see templates in WIKI)


Jan 22, 2024
Process for Lasoo Orders:


Dec 04, 2023
Christmas Cut Off Dates
Cutoffdate CS 955.png


Nov 20, 2023
New Task Category added:
Task Category: Closed (No Action) / Merged Ticket
Description: Closed tickets without reply including but not limited to Ads, Newsletters, Promotions, Spam emails, HK eBay Tickets with messages already replied via eBay messaging, closed GrabOne Auto-Response Tickets and merged Kayako tickets without reply
Warning!

  • No need to record merged tickets if you also reply to that ticket because it is already included in the 5 mins AHT of the category 'Kayako Ticket'.
  • Only Grabone Duplicate and Auto-Response tickets are allowed to be closed instead of being merged.


Oct 16, 2023
No more Australia Post Office Free returns for customers:
For all parcels needed to be returned exceeding the ParcelPoint's parcel weight and size restrictions or are over 10kg; over 1.2m in combined length (W + L + D), pickup/collection should be arranged with ECOM.

  • If parcel is ≤ 10kg; ≤1.2m in combined length (W + L + D), return via ParcelPoint
  • If parcel is more than 10kg; over 1.2m in combined length (W + L + D), arrange pickup with ECOM


Jul 25, 2023
New Courier: Sendle

For all followup or investigation requests on parcels without pickup scans, Sendle's support team is the best to reach out, as they have the complete set of tools to launch investigations.
We can reach them via:
  • Email: support@sendle.com (recommended as we are in their prioritized queue as part of our Plus Plan)
  • Contact Form: http://www.sendle.com/help
  • Chat Support: Available via the button on the lower right of the screen, anywhere in their Help Centre or in our dashboard
Note: For these cases they will ask for details on the collection and any proof that a parcel was collected.
  • NO RTS
  • NO REDIRECTION
  • IN CASE OF WRONG ADDRESS, WE CAN HAVE THE ITEM DELIVERED TO A COLLECTION POINT (CONFIRMED BY SENDLE) FOR THE CUSTOMER TO COLLECT. JUST NEED TO FORWARD THE CASE TO LOSS TEAM.

https://support.sendle.com/hc/en-au/articles/360033400852-Can-I-change-the-delivery-address-



May 01, 2023
Lark Approval (Leave)


April 06, 2023
Technical Customer Service Team Assignments

BREEZY (MAX GAO) CHILLY (ESTHER LIANG)
Keyya

Appliance + Furniture

Bella
Mia Jenny
So Yvonne
James Linda
Polly Anna
Kitty Rena
Nicole Susie
- Neil


February 23, 2023
CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:

  • When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email sellers@catch.com.au


February 07, 2023
Australia Post Announcement:
Due to a bushfire in Avon Valley, Western Australia, there are delays on the rail line near Perth. Items sent from 25 January between Western Australia and other states and territories may take up to an additional 3-4 days to be delivered. As soon as we have an updated delivery timeframe, we will let you know.

Our records indicate that consignment 6KA9008813 has been impacted.

We apologise for any inconvenience caused. -Australia Post


January 04, 2023
FHE.png
New AU Courier: FHE (Fast Horse Express)


December 22, 2022
Hunter-TIG Redirection
UPDATE: If Hunter-TIG receives any redirection request from any of our customers, Hunter will contact us to approve redirection, or if the customer contacted us directly about redirection, we will contact Hunter-TIG. We will then ask Hunter for the redirection fee, which they will bill to us directly if we approve the request for redirection. We will then need to ask our customer to pay us the redirection fee. Once we approve the redirection, the courier will proceed to deliver the parcel to the new address. If we decline the request, the parcel will be delivered to the original address on the package or be returned to sender.
PROCESS: For Hunter-TIG redirection, please add your redirection request via AU LOSS FORM. Please do not forget to indicate the correct address.
 TEMPLATE: For Hunter - TIG Redirection Hunter Express AU


November 30, 2022
For eBay orders, please allow Tier 2 to handle cancellation/refund for both eBay and CS backend to avoid future errors (wrong reason of cancellation, amount discrepancies, etc) or instances to cause us a defect which is very hard to appeal. Request must be made via Lark GCs. Any errors made by the agent will be escalated to TL's for corrective action.


November 23, 2022 - Delivery ETA
As approved by OM, from now on, please refer to the ETA posted on each item listing page on the Crazysales Website.
Please do not forget to enter the customer's postcode and suburb.
If the ETA does not appear, please reload the page or try a different browser.
Tracking info templates are also updated, please refer always on WIKI.

Deliveta11 2022.png


September 27, 2022 - Pickup Updates
As per ECOM, our contract with Toll has already ended, as a result, we will be using Hunter Express for pickups.
See updated templates/process below:


August 19, 2022 (Updated August 25, 2022)
For ON HOLD orders due to address issues (System Events) from CATCH, KOGAN, MYDEAL and EBAY, please ask VOICE TEAM to call the customer and send a message via platform as Recap.

SPIEL:

VOICEMAIL
Hi! This is xxAGENTxx from xxSTORExx. We have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. If you have time, please call us back at xxNUMBERxx. We will also be sending you a message via xxPLATFORMxx. Thank you.


ANSWERED CALL
Hi! This is xxAGENTxx from xxSTORExx and I'm looking for xxCUSTOMERxx.

Hi xxCUSTOMERxx, we have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. xxxxxState-the-issue-and-confirm-it-with-CXxxxxxxx

Thank you for confirming your address. We will now update it on our system and process your order. Also, as a Recap/documentation, we will be sending you a message via xxPLATFORMxx right after this call.

Thank you for accommodating my call and have a great day. Bye.


PLATFORM STORE
CATCH AUSWAY 1
CATCH AUSWAY 2
EBAY OZ-AUCTION
EBAY BEST SAVER OUTLET
EBAY SUPER MATCH ONLINE
EBAY BEST MART ONLINE
EBAY HOME FURNITURE OUTLET
EBAY SUPERB MALL ONLINE
EBAY KCFOXKING1
EBAY OZ-TOP ONLINE
EBAY GOIN-AU MALL
EBAY HOME DEPOT OUTLET
KOGAN AUSWAY
MYDEAL AUSWAY


NOTE:

  • Do not forget to send Recap email via Platform.
  • For unanswered call, after leaving a voicemail, notify SE Team to send message via Platform.


July 08, 2022

Please use the following new forms and sheets

AGENT/ APPROVAL FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSeiCjUfAEXNLv406E8EUvg70tjXI7zXjw-daHgLKU_HUWIrEg/viewform
RMA FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform
AU LOSS FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform
RTW DELAY FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSft2t4BlYwqHfZqmGX7BvzK27nx9kY-Ei3_OixzjBNhX6Y1zA/viewform
AU PICK UP FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfvxTXpSMP9Q93zdVcxaAHtwLuON1saX_BkHiubg8gfMOefyw/viewform
VFANG FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform
RECAP EMAIL FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfvjqQ6YDD5_4XXxjP9Ig6VQtRD46n3V9GUKGNLXIEx3dda_w/viewform
RETURN TO WAREHOUSE NEW SHEET https://docs.google.com/spreadsheets/d/1zovpEjJi8lfGBhgftWWTO9TpFOgyofLOC9nRv7GTqro/edit?usp=sharing
PURCHASER COORDINATION SHEET NEW https://docs.google.com/spreadsheets/d/1x0KpZInOH-avQuhELGWfygE3iFsZhbonbmacLYfMN9w/edit#gid=795190304
FVF/EDIT GRID SHEET https://docs.google.com/spreadsheets/d/1OHx32rxKSERILEEHWD9qO5DZE2DsuuEYqAItSbErkcc/edit#gid=1175933543
RMA SHEET NEW https://docs.google.com/spreadsheets/d/18HnLq6qyB7OcKZZwd8lrZpJaO_UQjOepcjFqvjoScoQ/edit?resourcekey=null#gid=1604089045


June 28, 2022
SUZY AND KARLI have resigned. If you encounter an aftersale or presale issue and it's under Suzyhuang, you may contact Max Gao for OUTDOOR items and Esther for TOYS.

June 23, 2022
Updated Templates for International Registered Post (AU)


June 22, 2022

Kindly refer to the Process update.

All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharingAU https://docs.google.com/spreadsheets/d/1w_ZtLGkN46glpr5lx5k3-V2weA4qKGVxDYck9iMU5dE/edit#gid=288840488NZ https://docs.google.com/spreadsheets/d/1EkB_fic8mUUQx3M3hiYLcIHzqXIXbdnpEzhDom2Wz7g/edit#gid=934145684CKM PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.

The process of contacting purchasers was announced on March 22, 2021.

June 21, 2022

Kindly refer to the CREATING INVOICES FOR CN DROPSHIP ITEMS
for the procedure on how to create an invoice for orders under Sarya, Skye, Steve, Kenny L. and Lydia


June 20, 2022
Technical Customer Service Team Assignments

BREEZY (MAX GAO) CHILLY (ESTHER LIANG)
Keyya

Appliance + Furniture

Bella
Mia Jenny
So Yvonne
James Linda
Polly Anna
Kitty Rena
Nicole Susie
- Neil


May 05, 2022
Tax Invoice for CN Dropship Items

  • If the customer is requesting for a Tax Invoice for any order containing CN dropship item (item/s from China, Supplier: GZDS, SKUs under Steve, Sarya & Skyhe), we cannot just export Backend Invoice directly and provide it to the customer because there is no GST included in the invoice as shown on the screenshot below (left). Also, if the order contains other items, the tax invoice will only show the other products but not the CN dropship item as shown on the screenshot below (right). Please refer to the process CREATING INVOICES FOR CN DROPSHIP ITEMS to generate the tax invoice and provide it to the customer. Please note that it is illegal to provide a tax invoice without GST. 
GST.png GSAT.png


April 28, 2022

Staff Updates

Michael Zhang has resigned- contact Jonas Meng instead

Matthew Wan account cant be logged- Contact William Wu and Kevin Pang instead

Win Su - For all Win Su cases, please contact Keyya Li

Melvin Soo - Please contact Kenny Zheng along with William Wu and Kevin Pang and Kang for warehouse inquiry/ies

Chris Chen - Please contact Max Gao for Chris Chen's item/s


April 22, 2022

New Crazysales contact number 03 91115708


March 31, 2022
Please use the following new forms:


March 29, 2022
Please do not forget to cancel your request if a replacement is no longer required.
- If customer changed their mind on the previously agreed replacement part or item and we have to issue a refund, please make sure that you immediately update purchaser so they can stop the supplier from sending the replacement, or cancel your RMA request immediately (contact Jeric, Ferd or Richard) if the replacement is supposed to come from our warehouse.

March 25, 2022
Safety Hazard - If you encounter any product issue related to safety hazard which may include but not limited to cuts/injuries due to sharp edged or falling objects, burning smell, fire or smoke, overheating, electrical shock or short circuit / tripping circuit, explosion, choking hazard, radiation, toxic substance, etc., please inform your SME/TL right away. DO NOT ask the customer to recreate the issue and provide proof as it might put their safety and the company at risk. Wait for SME/TL's advice before doing anything else.


March 17, 2022
New template added for Redirection Australia Post.

January 12, 2022
For any inquiries under Winnie Cai, please contact Keyya Li. Winnie will be leaving the company.



December 31, 2021

eBay Cases & Feedback Team started using SUPERBROWSER - a new app - browser interface to access, AU & UK eBay stores. For KC Foxking, Anydesk IP 54.206.131.157 will remain in use.


Superbrowser logo.png


December 30, 2021
For any newsletter issue, please contact Nicole Deng. Alice Lau has already left the company.


November 30, 2021
Uploading proofs of damaged and faulty units for SKU: BY1159
Please follow the steps provided on the above article to upload proofs for all damaged and faulty cases of SKU: BY1159.


November 25, 2021
Promoting the Crazysales APP to the Crazysales customers:
Please use this template as ending of every conversation with Crazysales customers only:

Crazysales loves providing you with more convenience for your shopping. Now you can shop at CrazySales anytime and anywhere as long as you have a mobile in hand. Download the Crazysales App now!

Android: https://play.google.com/store/apps/details?id=com.crazysales.flutter.crazysalesapp
IOS: https://apps.apple.com/au/app/crazysales-online-shopping-app/id1584291122#?platform=iphone


November 15, 2021
Updated tracking info templates for the coming Xmas season:

Your order was dispatched on xxxDATExxx via xxxCOURIERxxx with tracking number xxxxxxx.

Please be advised that our 3rd party couriers are still operating on limited capacity and will be able to pick up the items within 1-3 working days.

Normally, the estimated time of arrival is xxxNORMALxETAxxx business days to your location. However, due to COVID-19 restrictions/disruptions, courier shipment backlogs, ongoing online sales events and high volume of pre-Christmas purchasing, the delivery may take longer than expected.

For tracking information, please visit: xxxLINKxxx or contact xxxNUMBERxxx.

If your item is not delivered by xxxDATExxx, please feel free to get back to us immediately. We will follow it up for you.

Should you have further inquiries, please feel free to email us back.


November 09, 2021

Staff Updates

Win Su - For all Win Su cases, please contact Keyya Li

Melvin Soo - Please contact Kenny Zheng along with Matthew and Kang for warehouse inquiry/ies

Chris Chen - Please contact Max Gao for Chris Chen's item/s


October 29, 2021
Updated Backend Note Format: Please use this format for every customer interaction.
Complaint/Inquiry Source: (Facebook/Kayako/CKM/Chat/Inbound/Outbound/eBay)
Reference: (Ticket ID/Chat ID/eBay Case#/eBay Message link)
Issue: (specify the issue and provide details)
Resolution/Recommendation: (specify resolution and the approver)


October 04, 2021
Label Printed is now Exported for Label Printing
On the main backend, the internal status 'Label Printed' has been changed to 'Exported for Label Printing'. This internal status means that our system has generated the label via the API and the warehouse staff will download and print it out in the morning. Orders with this kind of internal status should not be cancelled unless it was authorized by the warehouse staff (for all items coming from Crazysales warehouse in Australia), or by VFang team (for all local / Vincent Fang items) or by Sarya/Steve/Skye (for dropship items coming from China). Please note that contacting Warehouse Team for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for orders with this internal status should only be done before 9:00 AM Philippine Time. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.


October 03, 2021
Kayako Ticket/Issue Types
New ticket types have been uploaded in Kayako. Please follow the new rules on the types. The QAs will not mark you down if you make a mistake in the next 2 weeks, but if they already coached you on the mistake then they will mark you down if you repeat the error. Please ask your TLs if you are unsure what types to use or you can check our WIKI for reference. You will still see the old status but please do not use this anymore. We will delete them after 2 weeks.


September 22, 2021
Courier Surcharge on Postage Fees
On some of our products, customers may wonder why the postage for 2 units is greater than twice (2x) the postage of a single unit. To illustrate this for example, a single unit of an item has the shipping fee of $48.03, and for 2 units the customers may expect it to be 2 x $48.03 = $96.06. However, due to shipping surcharges of the couriers, the postage for 2 units becomes $141.55. In such a case, please explain to the customers that the postage fee calculation is affected by the surcharges of the couriers. The surcharge also varies depending on the total weight of the products and some other factors. Please also note that our system will choose the cheapest courier for the package(s) based on the provided postcode and suburb. The cost of postage and the courier may change after inputting the shipping address at check-out.

1X1.png1X2.png


September 16, 2021

As per Melvin, please DO NOT manually change the status of the Orders into SENT. We occasionally run across orders having a tracking number but the status is still Processing (Label Printed) and some of us updates the status to SENT. To avoid any confusion on their behalf specially during this time of delays, please don't make any changes and instead wait for the warehouse to update.


September 15, 2021

We have delays confirming all returned items to WH (AU) due to their current manpower issues. Please secure all RETURN TRACKING NUMBERS and always check on the tracking website if the item is confirmed delivered back to us. All RESOLUTIONS must be approved by SME's/TL's if there is no confirmation yet of receipt from WH but shows delivered on the tracking website.

Please submit all affected orders that is due for resolution using the link below for monitoring. Also, we can also request POD's directly to LOSS TEAM if needed.

https://docs.google.com/forms/d/e/1FAIpQLSc2-HellvuI8O53JLfWuN6YKTb5Y_1SM2Q7z6hc8qjBGH88QQ/viewform


September 03, 2021

LED LIGHTS NOT WORKING

Led lights.png


If the customer has advised that the item's remote is not working, you just need to aim the remote on the inductor as it is its sensor.


August 16, 2021
Due to the current lockdowns in Australia, five (5) business days have been added to the normal delivery ETA's. Also, the Direct freight express website is now fixed, you can track the consignment at https://www.directfreight.com.au/


August 11, 2021
Kindly refer to the GUIDES ON CONTACTING PURCHASERS.
All cases forwarded to purchasers must be logged on the PURCHASER COORDINATION FOR DEFECTIVE UNITS sheets.
The process of contacting purchasers was announced on March 22, 2021.


July 20, 2021
Contacting Warehouse Team for requests such as change address, cancel an order, change an item, dispatch confirmation, and any related concerns for Label printed orders should only be done before 9:00 AM Philippine Time. If the order is placed during weekends, contacting the warehouse for the said concerns should only be done until Monday morning before 9:00 AM. For orders placed on weekdays and labels printed on the same day, contacting the warehouse for the said concerns should only be done until 9:00 AM on the same day.

July 08, 2021

If you come across an item under SKUs:

LD-3030-GN, LD-3030-PK, LD-3030-NB, LD-9014-GN, LD-9014-PK, LD-9014-GY, LD-1009-BK, LD-1009-GY, LD-1009-CM and the customer says the item arrived with scratches, like the photo on the links:

https://drive.google.com/file/d/1DN7WRbCdZulqlpPUO_GqeWBeRyepEd_E/view?usp=sharing

https://drive.google.com/file/d/1ijpkStF1YTLj5kYEm1GPb9OJs92BD6qF/view?usp=sharing

We do not need to make a refund or a return, you may just provide the video link https://drive.google.com/file/d/1J_3_qVtmazQDpMsNGRXk0Ut9YFCF8e_K/view?usp=sharing on how to fix the issue and the customer can use this brush: https://drive.google.com/file/d/1GR85_vZLLpCnzr1T_rSJCEMHL-Dx1HY4/view?usp=sharing


June 25, 2021

SKU: VF-DT04-WH

If you come across an item under SKU: VF-DT04-WH and the customer says no led lights, it is best to offer led lights as per the purchaser advice, as the supplier has forgotten to include them in the package. This isn't a case of the wrong item being sent. We have three cases that all have the same scenario. The purchaser advises to offer LED lights and it takes 30-40days to deliver to the customer location or compensation when the customer does not consent due to the duration of the ETA.

VF-DT04-WH-1.png

VF-DT04-WH-2.png

VF-DT04-WH-3.png


May 05, 2021

SKU TK-HPP4030, TK-HPP5050, TK-HPP6045A, TK-HPP6540D-BROWN, TK-HPP6540D-BLUE, TK-HPP7545A, TK-HPPD50D, TK-HPP9060A


Please take note of the SKUs listed by the supplier, as these products are causing a lot of concern.

The customer must sit on the mat to feel the real temperature. And as per Jenny she tried the product today and discovered that no matter what the temperature level you set, the temperature is the same when you touch it, but it is hot when you sit on it.

Heat pads.png

Jenny.png


April 07, 2021
Resolution Matrix for Trampolines
NewResolution matrix trampoline.png


March 30, 2021
Resolution Matrix for Wooden Furnitures
Resolution matrix furniture.png


March 29, 2021

In compliance to China's mandate to minimize the volume of inessential returns of non-resalable goods in our warehouse, we have made the following changes on our processes:

1. Items to be returned must be in their original packaging. We have to ask for photos from our customers first before approving the return.

2. We have to strictly follow our Change of Mind Policy that parcels should be unopened/sealed. Templates for Change of Mind have been updated:

3. For Furnitures, please make sure that the original box is in good condition as well as the item. Coordinate with the purchaser/developer if the item still needs to be returned or not specifically for damaged/faulty units.

4. For missing parts, coordinate first with the purchaser/developer if they can send parts directly before turning to warehouse staff. If purchaser/warehouse staff commands you to ask the customer to return item, check with your SME/TL too and make sure that items to be returned must be in their original packaging.

5. For some special cases (i.e cx insists us to collect the damaged unit instead of disposing it / cx insist to return an item under COM even if the package is already opened), do not forget to inform and ask approval from your SME/TL/AOM 

Returndamaged1.png 
This is a picture of returned items in one area of our warehouse in Australia.


March 22, 2021

Updated Return Matrix

New return metrics.png


"Please note that ALL ITEM ISSUES must be coordinated to PURCHASERS (with proof) for a resolution. All cases forwarded to purchasers must be filed using the link below for monitoring".

https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit#gid=0


March 01, 2021

  • Orders with large number of items in it, large total amount to be paid, paid with extra amount specially via BPAY, and/or with HIGH Risk Level should not be handled by anyone without approval from the team leader. System events, pending orders, emails, chats, and calls, related to this kind of order, must be forwarded to respective team leader for verification and approval. Anyone who violates this rule will be sanctioned with proper disciplinary action. See samples below: 
Sample of an order with too many items:
Toomanyitems1.png

Sample of an order with too many or extra payments:
Toomanypayments1.png

Sample of an order with HIGH Risk Level:
Highrisk1.png


February 25, 2021

SKU:
S1T2-BK
S1T2-WE
S1T2-RD
S1RT2-BK
S1RT2-RD
For complaints about the battery power in golf trolley with the above SKU's, please instruct the customer to:
1. Take a picture of the number printed on the top of the battery and sent it to us so we can forward it to our supplier.
1111.png
2. Do a battery voltage test after the battery is fully charged, take a picture of it and send to us.
2222.png

2020
2019
2018
2017
2016 & earlier

Retrieved from "http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=TEAM_DAILY_UPDATES&oldid=13225"