Difference between revisions of "TEAM DAILY UPDATES"

Revision as of 13:50, 13 January 2020 (edit) 103.247.38.250 (Talk) ← Older edit		Revision as of 14:55, 18 February 2020 (edit) (undo) Admin (Talk | contribs) Newer edit →
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		+	'''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>
		+	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.
		+
		+	This is also stated on the listing page. Please see the following link for your reference
		+	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.
		+
		+	For more information on Australian Mains Plug Variants please go to this link - http://www.accesscomms.com.au/australian-mains-plug-variants/
		+
		+
		+
	'''Jan 13, 2020'''<br>		'''Jan 13, 2020'''<br>
	New password for Oz-Auction: !@#$mp3mp3mp3		New password for Oz-Auction: !@#$mp3mp3mp3

---

Revision as of 14:55, 18 February 2020

Feb 18, 2020
For buyers complaining they received an incorrect plug for their item (specifically items with 15A plug)

NOTE: Always check our listing first if the item comes with a 15A 250V high power cord & plug.

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.

This is also stated on the listing page. Please see the following link for your reference 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.

For more information on Australian Mains Plug Variants please go to this link - http://www.accesscomms.com.au/australian-mains-plug-variants/

Jan 13, 2020
New password for Oz-Auction: !@#$mp3mp3mp3

Jan 13, 2020
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
New AustPost POD PW: crazy2020

Nov 28, 2019
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
SKU: HS-522 Large Water Filter Pitcher BPA Free Purifier Fridge Water Filtration System w/3 Bonus Filters

• We do not sell replacement filters for this item.
  
• If in case the customer complains, we can replace the whole item for free once the order is already 7 months old.
  
• 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.
  
• DO NOT proactively offer item replacement just for customers to buy.
  

Oct 24, 2019
Voided/Cancelled Credit Card Payments (Crazysales)
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.

Oct 17, 2019
Mop Handle Assembly: YY-MOP-F , YY-MOP-X-NEW , YY-MOP-A2 , YY-MOP-S
Provide the instructions: https://drive.google.com/file/d/15Xl7HJPy6IYYS3t5nsDiZuOXhzRr_RUh/view?usp=sharing
Common error: Part#3 is assembled upside down (see pics):

Oct 1, 2019

• AustPost POD new PW: crazys2019

Sept 11, 2019

• 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.
NO local item / Vincent Fang cases should be forwarded to Yvonne Yang.

July 23, 2019

• 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

• 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

• 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:

July 03, 2019

• crazysales2019 is the new AustPost POD password. Please update yours.

June 04, 2019
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):

  

May 22, 2019
Mandatory backend note format for voice:

Complaint/Inquiry Source: inbound call (phone number)

Issue:

Resolution/Recommendation:

May 16, 2019
SKU: SP20-501210A and SPBL20-501210A
-The model SPBL20-501210A includes a battery while model SP20-501210A does not.
-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.
-Ask for approval if the customer's demand for compensation exceeds the amount of price difference.
-If customer decided to keep the wrong item, advise warehouse (Chris Yu or KanG) to adjust the stock for both SKU's.
-If the customer insists to have the correct model, provide return procedures for replacement.

May 14, 2019
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 HIGH, 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

• 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.

Source:
-https://www.ebay.com.au/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115
-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:
RESOLVED - if you replied* via Kayako
CLOSED (NO ACTION) - no reply, for auto-close* tickets (e.g. newsletters, advertisements, spam emails)
RESOLVED (EXTERNAL) - if you replied outside Kayako (e.g. via eBay case, TradeMe Q&A)

February 20, 2019

eBay Simplifying Return Policies
Source: https://sellercentre.ebay.com.au/SU18-1/Simplifying-Returns
Key Point:
1. Restocking fees will no longer be available.
Effect of the change:
1. Full refund should be issued to Change of Mind returns for FREE SHIPPING items
2. Item price refund can still be issued to Change of Mind returns for non free shipping items
Formula and examples:
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:
RESOLVED - if you replied* via Kayako
CLOSED (NO ACTION) - no reply, for auto-close* tickets (e.g. newsletters, advertisements, spam emails)
RESOLVED (EXTERNAL) - if you replied outside Kayako (e.g. via eBay case, TradeMe Q&A)

January 04, 2019

• crazy123 is the new AustPost POD password. Please update yours.

December 28, 2018

SKU: KL-TS14
KL-CT06
KL-SD20
and similar items

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.

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.

November 13, 2018

Selecting the correct reason when requesting in RMA:

Please refer to RMA Reasons

October 03, 2018

• crazy38 is the new AustPost POD password. Please update yours.

September 27, 2018

GLA-616AB, GLA-615AB, GLA-615AW, GLA-611B, GLA-611W

Issue: Divider is too big/long and will not fit in the basket
Resolution: Try to offer $30~$50 or maybe even more

September 25, 2018

1. Please use this format when asking purchasers or developers about an item:

Product inquiry for PID xxxx
ebay id/order number: xxxxxx
Question/Issue: xxxxxxxxx

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

Correct refund amount for Change of Mind cases (excluding eBay):

1. Not Free Shipping:
Refund Amount = Total Amount - 20% - Postage

2. Free Shipping:
Refund Amount = Item Price - 20% - Our Postage

September 03, 2018

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
HM-H03: https://drive.google.com/file/d/1ijiwvCBvF7Hjvhz5b2zLPlplpFitBj56/view?usp=sharing
HM-H06: https://drive.google.com/file/d/1fPQ1OI4t_KsOpymmT4GWbcwkw9zqktog/view?usp=sharing

August 28, 2018

Factory error in packaging SKU: DJA-HO1BL and DJA-HO1DB:
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

When cancelling an order in eBay, always choose this reason > Buyer asked to cancel the order.

July 12, 2018

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:
- Go to https://streamable.com/
- Click 'Upload video'
- You can then shoot a video / or upload one previously taken

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

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

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

• crazy37 is the new AustPost POD password. Please update yours.

June 29, 2018

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

"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

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 Hazel.

June 20, 2018

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

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

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

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
Edengrass Artificial Grass Synthetic Turf
Delivery Issue with TOLL IPEC:

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.

May 22, 2018 SKU: BCF-07B
Issue: leaking sticky liquid

ask buyer to send:
photo that will show the issue
photo of data plate on the bottom of unit

forward to suzy, then refund.

May 22, 2018

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
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

• Mandatory Note Format (Backend Log):
  

Complaint/Inquiry Source: (Ebay Messaging, Outbound or Inbound Call, Chat with Chat ID, Email with EmailID, Facebook, Resolution Center, etc....)

Issue: Delivery Inquiry

Resolution/Recommendation: provided delivery details

May 02, 2018
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 Hazel.
• 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
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:

April 4, 2018
To verify PayPal payment, please use login details below:

• https://www.paypal.com/au/webapps/mpp/merchant
  
• Login: crazysales
  
• Password: 2AaarmUQ
  

April 4, 2018
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.

Swedish internet visionary and CEO of Mindpark, Joakim Jardenberg, says we live in a world where trust, penetration and volume are everything.

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.

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.

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.

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.

What is PCI Compliance?
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.

April 3, 2018

• Austpost POD
  
• username: u4555
  
• new password: crazy12345
  

March 8, 2018

• Toll Ipec's new digital platform: https://www.mytoll.com/
  
• Login email: help@openfreight.com.au
  
• Password  : Tig2111!

• crazy36 is the new AustPost POD password. Please update yours.

Feruary 05, 2018

• 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.
  
• 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.

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

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.

November 16, 2017

Please check updated templates for TIG returns

• TIG returns for replacement
  
• 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
  
• 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

TB80-DM

TB80-DWN

TB80-SW

TB80-DW

There's no need to ask for proof, just provide return for refund instructions.

PS: Please do not offer replacement.

June 20, 2017

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 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

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.

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:

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 here.

2. Spare Part Resend, please record the sales log here.

Mar 28, 2017

AUSTPOST POD NEW PASSWORD

crazy1

March 3, 2017

eBay change of mind case

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:

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:

"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

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:

"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)

"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:

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.

1.If the buyer agrees to wait, inform Lilian or Annie after putting notes in the backend.

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]"

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.
  
• The shipping address must include the necessary details such as buyer's name, eCP and correct address on the parcel's label.
  
• 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

. Only apply to new customer with orders ≤ $150

3. Has better fraud protection system

Click 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