TEAM DAILY UPDATES
October 04, 2021
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.
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
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.
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.
April 07, 2021
Resolution Matrix for Trampolines
March 30, 2021
Resolution Matrix for Wooden Furnitures
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
This is a picture of returned items in one area of our warehouse in Australia.
March 22, 2021
Updated Return Matrix
"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:Sample of an order with too many or extra payments:
Sample of an order with HIGH Risk Level:
February 25, 2020
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.
2. Do a battery voltage test after the battery is fully charged, take a picture of it and send to us.
November 20, 2020
A. New Process on More To Pay Orders (AU)
- For Resend Order for which the customer will pay for a redelivery fee
- For Replacement Item for Out of Warranty Orders for which the customer will pay on a discounted price approved by support
- For Resend Order for which the customer will pay for a redelivery fee
- Updated Procedures:
- 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.
- 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.
- 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
- 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)
- For cases which the customer has damaged the parts of an item ordered from us and wanted to buy replacement parts
- For Out of Warranty orders (customer bought the item from us) for which the customer wanted to buy replacement parts
- For cases which the customer has damaged the parts of an item ordered from us and wanted to buy replacement parts
Updated Procedures:
- 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.
November 2, 2020
Christmas Cut Off Dates
- For Australia:
- Australia Post: https://drive.google.com/file/d/1eGjfeOvubTtomuXYT7hEeZx4-YeZ-tTp/view?usp=sharing
- Aramex (Fastway): https://drive.google.com/file/d/1fZrjq_ef3M-dceCI43clNi7gGdh20Uju/view?usp=sharing
- Allied Express: https://drive.google.com/file/d/182fgWPGVeasTwYGZCC12lODFNJSvdVYI/view?usp=sharing
- Toll/TIG: https://drive.google.com/file/d/1xejcuN6DJuFM4OpRySQvUGrfaUeBIjD5/view?usp=sharing
- Australia Post: https://drive.google.com/file/d/1eGjfeOvubTtomuXYT7hEeZx4-YeZ-tTp/view?usp=sharing
- For New Zealand:
- Toll recommended that South Island 16th of December, North Island 18th of December
- 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.
- Post Haste no changes with them , only public holidays they don't work.
- Toll recommended that South Island 16th of December, North Island 18th of December
- ---Source: Chris Yu
October 19, 2020
AUSPOST NEW POD: https://eparceltrack.auspost.com.au/
Username: U4555
Password: crazysalesph01
October 15, 2020
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.
October 02, 2020
For Strict Compliance:
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.
September 16, 2020
Announcements:
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
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.
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.
August 13, 2020
Please use this new updated template for tracking info for ALL couriers and for all orders sent from July 2020 onwards:
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.
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.
August 11, 2020
Please use this new updated template for tracking info for ALL couriers and for all orders sent from August 10, 2020 onwards:
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.
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.
August 10, 2020
Please use this new updated template for tracking info for ALL couriers:
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.
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.
August 10, 2020
New RMA FORMS
US (Refunds) *https://docs.google.com/forms/d/e/1FAIpQLSdvSa7Ez2ZaXBdv4jIsftpsE7vlqXBtzw_y2rM4fiK3Ld8W3g/viewform
NZ (Refunds) *https://docs.google.com/forms/d/e/1FAIpQLSejqzbCjXzjusc53YdE2DhX3ULWBpfYaisW6AmD36bJQYJZ1A/viewform
AU (Replacement/Resend/Refund) *https://docs.google.com/forms/d/e/1FAIpQLSdwimr3gWDAd5DiplsqIBapb43VlZ5dL2D8lYlPAom-iUnEDA/viewform
ARAMEX/FASTWAY LOSS FORM *https://docs.google.com/forms/d/e/1FAIpQLSdBv5o2Kyar_Gh9fv6smRW2N_VwsuqMRrHe7o41hFjFPJvhfg/viewform
August 3, 2020
Please use this new template for tracking info for ALL couriers and for all orders sent before August 10, 2020:
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.
For item tracking, please visit xxxxLinkxxxx or contact xxxNumberxxx.
Notes:
- 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.
- For example, if the item was dispatched on 3.8.2020, the xxxExtendedDatexxx will be 3.9.2020.
Change of Investigation Time Frame for ALL COURIERS:
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.
July 21, 2020
https://eparceltrack.auspost.com.au/external/webui
Auspost POD
User: U4555
PW: welcome01
July 16,2020
Tracking Info Template during COVID-19 (AU)
Please use template from Tracking Info Template during COVID-19 (AU).
June 18, 2020
Fastway Advisory and Process Update:
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.
June 12, 2020
https://eparceltrack.auspost.com.au/external/webui
Auspost POD
User: U4555
PW: Crazy2020a
May 11, 2020
Update for DC117 Mirror Items of Bella Chen:
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
- 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.
Apr 27, 2020
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.
Apr 16, 2020
https://eparceltrack.auspost.com.au/external/webui
Auspost POD
User: U4555
PW: Crazy2020
Apr 15, 2020
Bestsaveroutlet, Simplelifeonline, Supermatchonline, Superb-mall-online, and Bestmartonline
- For these stores, Kevin has changed the eBay settings for ITEM LOCATION from 'Melbourne' to 'HONG KONG'.
- The shipping policy was also changed to 'FROM HONG KONG'.
- If you receive an inquiry regarding item locations and where the items will be shipped from, please inform the customer that:
- 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.
Apr 13, 2020
Lost in Transit 4-ply masks:
- Please check if the order is on the list: https://docs.google.com/spreadsheets/d/17NHxJsq9XAQzB3GHajzbx70f0LfU32oDbk2hayqSbco/edit?usp=sharing
- Please use this template:
- 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.
- Hoping for your consideration to this action as we care about the health of our customers. Thank you for your understanding.
- 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.
Apr 12, 2020
Afterpay in eBay
- To know how it works, please go to How AfterPay payment works on eBay.
- For template, please go to How to pay order (eBay).
Apr 9, 2020
For the out of stock 4-ply masks, please fill the form on the link regarding the response of the customers:
https://docs.google.com/spreadsheets/d/1w8gjwNwK2lQX-pcxCLYCKcDjkGQc128iT1dMDN4yons/edit#gid=0
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.
Apr 7, 2020
PAYMENT VERIFICATION ( Fraud cases )
Good day. We hope all is well
This email is with regards to your purchase of xxxxx.
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:
-billing address
-contact number
-receivers name
-delivery address
-card holders name
-card number
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.
Apr 3, 2020
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.
Feb 18, 2020
Temporary template for Toll tracking info due to cyber security issue
Your item was picked up by our courier with tracking number XXXXXXXX on XXdateXX.
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.
https://bit.ly/2P467Uq
https://www.shorturl.at/pL028
Again, our apologies on this and rest assured that our 3rd party courier is working on this issue. Thank you for your understanding.
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/
Feb 13, 2020
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-$15 compensation to customer if they are willing to keep the item. If not, provide return procedures for replacement or refund.
Jan 13, 2020
New password for Oz-Auction: !@#$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.
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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 Ivy.
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
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 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
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
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:
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:
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:
Jan 30, 2017
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
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.
- 1.If the buyer agrees to wait, inform Lilian or Annie after putting notes in the backend.
- 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)"
- Ticket ID: EYH-862-79680 "URGENT: Intellectual property infringement, misleading and deceptive conduct and passing off [CU-Legal.FID1761121]"
- 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.
- Orders with shipping address starting with CnC are click and collect orders.
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).
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 :)
