QUALITY UPDATES

05/FEB/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.

16/NOV/2017

Starting today, use the following templates for TIG returns:

• TIG returns for replacement
• TIG returns for refund

14/SEP/2017

New process for TIG returns:

TIG Return (Arranging pick up)

11/SEP/2017

• Starting today, for all aftersales cases, the agents of CSPH are required to log notes in the Kayako with the ORDER ID and SKU. The format should be:

24/MAY/2017

• Starting today, eBay postage calculator also includes a drop down option for suburb which should be chosen to get the exact postage fee. For postage inquiries, the email template should include this.

08/JUL/2016

• Customer service representatives are required to choose the correct TYPE (type of customer's issue/concern) in Kayako emails. Incorrect choices of types will be marked down in their QA scores related to Tools from 11-Jul-2016 onwards.

10/FEB/2016

• As the ebay messaging upgraded it's feature, we don't need to ask the customer to send the photo/s to ozauction@gmail.com just ask customer to directly send the photo/s via ebay messaging.