2020

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TEAM DAILY UPDATES 2020


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
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.

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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.

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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

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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

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:
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.
---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.


September 8, 2020
Safety Hazard - If you encounter any product issue related to safety hazard which may include but not limited to cuts/injuries due to sharp edged or falling objects, burning smell, fire or smoke, overheating, electrical shock or short circuit / tripping circuit, explosion, choking hazard, radiation, toxic substance, etc., please inform your SME/TL right away. DO NOT ask the customer to recreate the issue and provide proof as it might put their safety and the company at risk. Wait for SME/TL's advice before doing anything else.


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 25, 2020
Safety Hazard - If you encounter any product issue related to safety hazard which may include but not limited to cuts/injuries due to sharp edged or falling objects, burning smell, fire or smoke, overheating, electrical shock or short circuit / tripping circuit, explosion, choking hazard, radiation, toxic substance, etc., please inform your SME/TL right away. DO NOT ask the customer to recreate the issue and provide proof as it might put their safety and the company at risk. Wait for SME/TL's advice before doing anything else.


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.

PINO.pngMir1.jpg.pngMir3.jpg


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:

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.
https://www.crazysales.com.au/online-50-pack-disposable-non-woven-3-ply-face-mask-w-elastic-ear-loops-anti-dust-206003.html
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


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.

Catdoor.pngCatdoor333.pngCatdoor44.png

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

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