Local (Vincent Fang) Items

VFANG ISSUES ( GUIDELINES )

• FAULTY - ask for video (except if customer informed us that it was caused by spark or dangerous, just advise customer to send us a detailed description how it happened) and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform
  

• DAMAGED - ask cx for photos and to specify part/s that need to be replaced (if it can be fixed by replacement parts) and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform
  

• WRONG ITEM/MISSING PART/S - please make sure to ask the following details below; and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform
  

1. the item you got

2. the model number on the box

3. the package with a postal label on it

4. specify the exact missing 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 supplier's 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 supplier. Thank you for your patience and understanding.

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.

• DELIVERY ISSUES - Please fill up the form and assigned to JULIA ( ALL SUPPLIERS except VIDAXL) and JOHN V ( for VIDAXL ). Please use LOSS TEMPLATE for the out of eta issues and add the case on the delivery form for Vincent Fang item. ( https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform )
  

• CHANGE OF MIND - always ask for photo showing the item is still in the original package and add the case immediately on the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform. Pls note MATTRESS- for any COM cases, please confirm if package is open before you accept return. Supplier will not take return for mattress due to hygiene reason if package opened.
  

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

• PRODUCT INQUIRY AND MANUAL - Please check first FAQ's before you forward your concern to JOHN V. Please note: No need to assign the ticket id. Please inform customer we will get back within 2-3 working days for the update. Please add it to the form https://docs.google.com/forms/d/e/1FAIpQLSd2IK98K0triQUW9LZsBfilXdIs217qT28589YggEnzYBMxjw/viewform
  

• REQUEST TRACKING NUMBER - You can ask JULIA for DROPSHIPZONE and JOHN V for VIDAXL; OTHER SUPPLIERS please ask KEYYA LI. Allow us 24-36 hours to update the tracking number. In case there's still no update tracking number we will inform you.
  

• CANCELLATION or CHANGE ADDRESS - Please check with JOHN V for VIDAXL AND DROPSHIPZONE; OTHER SUPPLIERS please ask KEYYA LI. 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
  

• OUT OF WARRANTY - For out of warranty template , please click the link; http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Out_of_warranty
  

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

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 JULIA/JOHN V the status should be NEW

DO NOT OFFER ANYTHING TO THE CUSTOMER WITHOUT OUR ADVICE