Local (Vincent Fang) Items

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GUIDELINES for VFANG ISSUES AU and NZ:

PLEASE NOTE: ALL requests/cases regarding VFANG ITEMS, AU and NZ, with or without proof should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform to make sure that the concern was raised to the supplier as on time as possible to make sure the claim will be filed within the agreed time frame with the supplier. Failure to comply will be escalated to the respective TL’s.




1. the item you got (if parcel is unopened, NO NEED to open and take picture)
2. the model number on the box
3. the package with a postal label on it
4. specify the exact missing/needed part (for missing part only)
PROPER TEMPLATE ( once we received proof from customer ):
Please be informed that we have already forwarded your concern to our technical team for checking. In case they need additional information, we will let you know. Please allow us 3-5 business days to work on this. An update will be provided to you as soon as we receive one from our technical team. Thank you for your patience and understanding.
  • CS – All VFANG cases should be assigned to JOHN V
  • eBay, CKM, and NZ- Ticket should not be assigned to VFANG TEAM, instead it must be in progress to you.
REBUTTAL TEMPLATE:
We understand and apologize for the inconvenience this may have caused you. Please understand that the photo/video we are requesting is a requirement by our supplier for issue recognition and warranty claims. We do not mean to make it more difficult on your end, however, if there is no proof of the issue presented, we are unable to claim warranty for refund or replacement. Your understanding and cooperation is appreciated at this point. Rest assured that we will exhaust all possible resources to resolve the case to your satisfaction. Thank you for your help.



COM template: http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Change_of_mind_-Vincent_Fang_Items

-If the customer sends a photo of the item showing opened, advise the customer to sell the item for them to gain the amount they spend for the item.
-If the customer refuses the first suggestions, coordinate with JOHN V ( ALL SUPPLIERS except DROPSHIPZONE) and TRISHIA (for DROPSHIZONE)



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


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

Please note: No need to assign the ticket id. Allow us 1-3 working days to send you an update. Please add it to the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform


Please note: OOW - We could no longer claim with the supplier. However, we could check with the supplier if they could sell spare parts to the customer to fix the issue. No need to assign the ticket id. If there is a need to contact the supplier, add the case to the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform


  • FOR SAFETY HAZARD CONCERN

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


ALWAYS REMEMBER:

  • Please put NOTE on Kayako ticket ID
ORDER ID:
SKU:
  • Please use proper notes on backend
Complaint/Inquiry Source: XXX-123-456
Issue: Faulty; I have even bought an adapter for my samsung and plugged into the HDMI and still doesn't work
Resolution/Recommendation: ask for video
  • Please make sure that when you assigned the ticket to VFANG TEAM, the status should be NEW


DO NOT OFFER ANYTHING TO THE CUSTOMER WITHOUT OUR ADVICE

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