TEAM DAILY UPDATES
March 29, 2022
Please do not forget to cancel your request if a replacement is no longer required.
- If customer changed their mind on the previously agreed replacement part or item and we have to issue a refund, please make sure that you immediately update purchaser so they can stop the supplier from sending the replacement, or cancel your RMA request immediately (contact Jeric, Ferd or Richard) if the replacement is supposed to come from our warehouse.
March 25, 2022
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.
March 17, 2022
New template added for Redirection Australia Post.
January 12, 2022
For any inquiries under Winnie Cai, please contact Keyya Li. Winnie will be leaving the company.
December 31, 2021
eBay Cases & Feedback Team started using SUPERBROWSER - a new app - browser interface to access, AU & UK eBay stores. For KC Foxking, Anydesk IP 54.206.131.157 will remain in use.
December 30, 2021
For any newsletter issue, please contact Nicole Deng. Alice Lau has already left the company.
November 30, 2021
Uploading proofs of damaged and faulty units for SKU: BY1159
Please follow the steps provided on the above article to upload proofs for all damaged and faulty cases of SKU: BY1159.
November 25, 2021
Promoting the Crazysales APP to the Crazysales customers:
Please use this template as ending of every conversation with Crazysales customers only:
Crazysales loves providing you with more convenience for your shopping. Now you can shop at CrazySales anytime and anywhere as long as you have a mobile in hand. Download the Crazysales App now!
Android: https://play.google.com/store/apps/details?id=com.crazysales.flutter.crazysalesapp
IOS: https://apps.apple.com/au/app/crazysales-online-shopping-app/id1584291122#?platform=iphone
November 15, 2021
Updated tracking info templates for the coming Xmas season:
Your order was dispatched on xxxDATExxx via xxxCOURIERxxx with tracking number xxxxxxx.
Please be advised that our 3rd party couriers are still operating on limited capacity and will be able to pick up the items within 1-3 working days.
Normally, the estimated time of arrival is xxxNORMALxETAxxx business days to your location. However, due to COVID-19 restrictions/disruptions, courier shipment backlogs, ongoing online sales events and high volume of pre-Christmas purchasing, the delivery may take longer than expected.
For tracking information, please visit: xxxLINKxxx or contact xxxNUMBERxxx.
If your item is not delivered by xxxDATExxx, please feel free to get back to us immediately. We will follow it up for you.
Should you have further inquiries, please feel free to email us back.
November 09, 2021
Staff Updates
Win Su - For all Win Su cases, please contact Keyya Li
Melvin Soo - Please contact Kenny Zheng along with Matthew and Kang for warehouse inquiry/ies
Chris Chen - Please contact Max Gao for Chris Chen's item/s
October 29, 2021
Updated Backend Note Format: Please use this format for every customer interaction.
Complaint/Inquiry Source: (Facebook/Kayako/CKM/Chat/Inbound/Outbound/eBay)
Reference: (Ticket ID/Chat ID/eBay Case#/eBay Message link)
Issue: (specify the issue and provide details)
Resolution/Recommendation: (specify resolution and the approver)
October 04, 2021
Label Printed is now Exported for Label Printing
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, 2021
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.
