2019

TEAM DAILY UPDATES 2019

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.