TEAM DAILY UPDATES
September 3, 2025
1. Additional process for Orders Refunded via Special Store Portal:
- In addition to the standard procedures, after processing the refund in the portal, we also need to do another log by selecting the new issue type REFUND VIA PORTAL and Task Category PROCESS REFUND. Please refer to the sample below:
2. New issue type 'PRODUCT RECALL' added exclusively for Recalls:
3. New task category 'CHAT (AI)' added exclusively for live chats via Jekka AI.
September 2, 2025
Updated list of Technical-Purchasing Team:
August 22, 2025
All return instructions for AU and NZ should include this reminder: Please DO NOT write or mark directly on the product's box.
August 20, 2025
TheMarket email is no longer active as your orders are now under The Warehouse Marketplace. For future orders, please contact onlineenquiries@thewarehouse.co.nz
June 18, 2025
For SKU: 608-GY11L and 608-VT11L if you encounter this and the customer is saying that they are missing the basket (dehydration/spinner basket) or no dehydration function, please refer to the FAQ's for resolution. Once we provided the resolution from FAQ's explaining that the basket is not included and there is no drying or dehydration function, no need to create a GC with technical team. Just in case after we explained, the customer requested a refund/compensation, it's the time to escalate technical team (mention that we already explained to customer that there is no missing part).
April 30, 2025
Newasian warehouse new address
Leah:02108469576
Email:leah@nalexpress.com
28B Bell Avenue Mount Wellington, Auckland 1060
FD warehouse new address
Jin:64 9 275 7646
Email:warehouse@freightdirect.co.nz
22 Toiawaka Road, Drury 2579
February 25, 2025
Technical Customer Service Team Assignments
| BREEZY | CHILLY |
|---|---|
| Keyya
Appliance + Furniture |
Bella |
| Mia | Jenny |
| So | Yvonne |
| James | Linda |
| Polly | Anna |
| Kitty | Rena |
| Nicole | Susie |
| - | Neil |
| - | Olivia |
Oct 22, 2024
Please take note for Temu orders (under Wing Nie's account wing_nie@crazysales.com.au):
- Please do not remove the phone number and code on the address. It is a very important information required by Temu.
Feb 12, 2024
Using proper names of relevant departments based on the issue/case:
ISSUE/CONCERN - CONTACT DEP'T a. listing error (wrong price or picture or info) - listing department b. payment issues/refunds/other accounting concerns - accounting department c. promotion/discounts/coupon/voucher/stock inquiry (when to restock)- marketing department d. system / website errors - I.T. or Web developer team e. aftersales issues - missing parts/faulty/damage/troubleshooting/manual and any other product-related issues/inquiries - technical team f. packaging concerns for improvement, item/part supply for out of warranty/discontinued items, feedback on product quality - supplier or manufacturer g. resend/replacement via RMA / confirming actual stock in WH - warehouse staff h. confirming dispatch/cancellation of dispatched order/change address after label printed - dispatch team i. delivery issues/out of ETA - our third-party courier/the courier
Feb 1, 2024
Hubbed - For eBay Returns (eBay approved and used Hubbed to return the item)
Tracking website: https://hubbed.com/track-parcel/
Online inquiry: https://hubbed.com/contact-retailers/
Email: support@hubbed.com.au
Jan 30, 2024
1. RMA for Replacement Part must be approved by Technical Team first as some parts may be sent from supplier in CN
- Request for part/s in the RMA only if Max/Esther instructs you to create an RMA for the part/s or tells you to send part from AU Warehouse
- Confirm with the technical team if it is not clear where the part/s will come from when they say "we will send part/s"
- Request for part/s in the RMA only if Max/Esther instructs you to create an RMA for the part/s or tells you to send part from AU Warehouse
2. Streamable Video Downloader is not working
- Please stop asking customers to upload video via streamable. Instead, instruct them to use WeTransfer website (see templates in WIKI)
- Please stop asking customers to upload video via streamable. Instead, instruct them to use WeTransfer website (see templates in WIKI)
Jan 22, 2024
Process for Lasoo Orders:
Dec 04, 2023
Christmas Cut Off Dates
Nov 20, 2023
New Task Category added:
Task Category: Closed (No Action) / Merged Ticket
Description: Closed tickets without reply including but not limited to Ads, Newsletters, Promotions, Spam emails, HK eBay Tickets with messages already replied via eBay messaging, closed GrabOne Auto-Response Tickets and merged Kayako tickets without reply
Warning!
- No need to record merged tickets if you also reply to that ticket because it is already included in the 5 mins AHT of the category 'Kayako Ticket'.
- Only Grabone Duplicate and Auto-Response tickets are allowed to be closed instead of being merged.
Oct 16, 2023
No more Australia Post Office Free returns for customers:
For all parcels needed to be returned exceeding the ParcelPoint's parcel weight and size restrictions or are over 10kg; over 1.2m in combined length (W + L + D), pickup/collection should be arranged with ECOM.
- If parcel is ≤ 10kg; ≤1.2m in combined length (W + L + D), return via ParcelPoint
- If parcel is more than 10kg; over 1.2m in combined length (W + L + D), arrange pickup with ECOM
Jul 25, 2023
New Courier: Sendle
- Tracking Info Template: Delivery via Sendle
- Followup/Investigation (Loss Team):
- For all followup or investigation requests on parcels without pickup scans, Sendle's support team is the best to reach out, as they have the complete set of tools to launch investigations.
- We can reach them via:
- Email: support@sendle.com (recommended as we are in their prioritized queue as part of our Plus Plan)
- Contact Form: http://www.sendle.com/help
- Chat Support: Available via the button on the lower right of the screen, anywhere in their Help Centre or in our dashboard
- We can reach them via:
- Note: For these cases they will ask for details on the collection and any proof that a parcel was collected.
- NO RTS
- NO REDIRECTION
- IN CASE OF WRONG ADDRESS, WE CAN HAVE THE ITEM DELIVERED TO A COLLECTION POINT (CONFIRMED BY SENDLE) FOR THE CUSTOMER TO COLLECT. JUST NEED TO FORWARD THE CASE TO LOSS TEAM.
https://support.sendle.com/hc/en-au/articles/360033400852-Can-I-change-the-delivery-address-
May 01, 2023
Lark Approval (Leave)
April 06, 2023
Technical Customer Service Team Assignments
| BREEZY (MAX GAO) | CHILLY (ESTHER LIANG) |
|---|---|
| Keyya
Appliance + Furniture |
Bella |
| Mia | Jenny |
| So | Yvonne |
| James | Linda |
| Polly | Anna |
| Kitty | Rena |
| Nicole | Susie |
| - | Neil |
February 23, 2023
CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:
- When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email sellers@catch.com.au
February 07, 2023
Australia Post Announcement:
Due to a bushfire in Avon Valley, Western Australia, there are delays on the rail line near Perth. Items sent from 25 January between Western Australia and other states and territories may take up to an additional 3-4 days to be delivered. As soon as we have an updated delivery timeframe, we will let you know.
Our records indicate that consignment 6KA9008813 has been impacted.
We apologise for any inconvenience caused. -Australia Post
January 04, 2023
New AU Courier: FHE (Fast Horse Express)
- Courier Name: Fast Horse Express
- Tracking Site: https://fh.express/pc/search
- Delivery to LPO/PO BOX: NO
- Redirection: Not Available
- ETA: Refer to CS listing page
- Contact: for Loss Team use only: service@imexpress.com
- Template: Delivery via FAST HORSE EXPRESS
December 22, 2022
Hunter-TIG Redirection
UPDATE: If Hunter-TIG receives any redirection request from any of our customers, Hunter will contact us to approve redirection, or if the customer contacted us directly about redirection, we will contact Hunter-TIG. We will then ask Hunter for the redirection fee, which they will bill to us directly if we approve the request for redirection. We will then need to ask our customer to pay us the redirection fee. Once we approve the redirection, the courier will proceed to deliver the parcel to the new address. If we decline the request, the parcel will be delivered to the original address on the package or be returned to sender.
PROCESS: For Hunter-TIG redirection, please add your redirection request via AU LOSS FORM. Please do not forget to indicate the correct address.
TEMPLATE: For Hunter - TIG Redirection Hunter Express AU
November 30, 2022
For eBay orders, please allow Tier 2 to handle cancellation/refund for both eBay and CS backend to avoid future errors (wrong reason of cancellation, amount discrepancies, etc) or instances to cause us a defect which is very hard to appeal. Request must be made via Lark GCs. Any errors made by the agent will be escalated to TL's for corrective action.
November 23, 2022 - Delivery ETA
As approved by OM, from now on, please refer to the ETA posted on each item listing page on the Crazysales Website.
Please do not forget to enter the customer's postcode and suburb.
If the ETA does not appear, please reload the page or try a different browser.
Tracking info templates are also updated, please refer always on WIKI.
September 27, 2022 - Pickup Updates
As per ECOM, our contract with Toll has already ended, as a result, we will be using Hunter Express for pickups.
See updated templates/process below:
- Hunter Express returns for replacement
- Hunter Express returns for refund
- Hunter Express Pickup Request
- How to request pickup with ECOM
August 19, 2022 (Updated August 25, 2022)
For ON HOLD orders due to address issues (System Events) from CATCH, KOGAN, MYDEAL and EBAY, please ask VOICE TEAM to call the customer and send a message via platform as Recap.
SPIEL:
VOICEMAIL
Hi! This is xxAGENTxx from xxSTORExx. We have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. If you have time, please call us back at xxNUMBERxx. We will also be sending you a message via xxPLATFORMxx. Thank you.
ANSWERED CALL
Hi! This is xxAGENTxx from xxSTORExx and I'm looking for xxCUSTOMERxx.
Hi xxCUSTOMERxx, we have received your order from xxPLATFORMxx for the item xxITEMxx which is already being processed to be dispatched, however, we found out that there is an issue with your address. xxxxxState-the-issue-and-confirm-it-with-CXxxxxxxx
Thank you for confirming your address. We will now update it on our system and process your order. Also, as a Recap/documentation, we will be sending you a message via xxPLATFORMxx right after this call.
Thank you for accommodating my call and have a great day. Bye.
| PLATFORM | STORE |
|---|---|
| CATCH | AUSWAY 1 |
| CATCH | AUSWAY 2 |
| EBAY | OZ-AUCTION |
| EBAY | BEST SAVER OUTLET |
| EBAY | SUPER MATCH ONLINE |
| EBAY | BEST MART ONLINE |
| EBAY | HOME FURNITURE OUTLET |
| EBAY | SUPERB MALL ONLINE |
| EBAY | KCFOXKING1 |
| EBAY | OZ-TOP ONLINE |
| EBAY | GOIN-AU MALL |
| EBAY | HOME DEPOT OUTLET |
| KOGAN | AUSWAY |
| MYDEAL | AUSWAY |
NOTE:
- Do not forget to send Recap email via Platform.
- For unanswered call, after leaving a voicemail, notify SE Team to send message via Platform.
July 08, 2022
Please use the following new forms and sheets
AGENT/ APPROVAL FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSeiCjUfAEXNLv406E8EUvg70tjXI7zXjw-daHgLKU_HUWIrEg/viewform
RMA FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform
AU LOSS FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfx4RzVWalbagZvf8A2XB5WAM8r--sEo94owRxnZkAVe_whjQ/viewform
RTW DELAY FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSft2t4BlYwqHfZqmGX7BvzK27nx9kY-Ei3_OixzjBNhX6Y1zA/viewform
AU PICK UP FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfvxTXpSMP9Q93zdVcxaAHtwLuON1saX_BkHiubg8gfMOefyw/viewform
VFANG FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform
RECAP EMAIL FORM NEW https://docs.google.com/forms/d/e/1FAIpQLSfvjqQ6YDD5_4XXxjP9Ig6VQtRD46n3V9GUKGNLXIEx3dda_w/viewform
RETURN TO WAREHOUSE NEW SHEET https://docs.google.com/spreadsheets/d/1zovpEjJi8lfGBhgftWWTO9TpFOgyofLOC9nRv7GTqro/edit?usp=sharing
PURCHASER COORDINATION SHEET NEW https://docs.google.com/spreadsheets/d/1x0KpZInOH-avQuhELGWfygE3iFsZhbonbmacLYfMN9w/edit#gid=795190304
FVF/EDIT GRID SHEET https://docs.google.com/spreadsheets/d/1OHx32rxKSERILEEHWD9qO5DZE2DsuuEYqAItSbErkcc/edit#gid=1175933543
RMA SHEET NEW https://docs.google.com/spreadsheets/d/18HnLq6qyB7OcKZZwd8lrZpJaO_UQjOepcjFqvjoScoQ/edit?resourcekey=null#gid=1604089045
June 28, 2022
SUZY AND KARLI have resigned. If you encounter an aftersale or presale issue and it's under Suzyhuang, you may contact Max Gao for OUTDOOR items and Esther for TOYS.
June 23, 2022
Updated Templates for International Registered Post (AU)
- Kindly refer to Delivery via International Registered Post
June 22, 2022
Kindly refer to the Process update.
All cases forwarded to purchasers must be logged on the [https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit?usp=sharingAU https://docs.google.com/spreadsheets/d/1w_ZtLGkN46glpr5lx5k3-V2weA4qKGVxDYck9iMU5dE/edit#gid=288840488NZ
https://docs.google.com/spreadsheets/d/1EkB_fic8mUUQx3M3hiYLcIHzqXIXbdnpEzhDom2Wz7g/edit#gid=934145684CKM PURCHASER COORDINATION FOR DEFECTIVE UNITS] sheets.
The process of contacting purchasers was announced on March 22, 2021.
June 21, 2022
Kindly refer to the CREATING INVOICES FOR CN DROPSHIP ITEMS
for the procedure on how to create an invoice for orders under Sarya, Skye, Steve, Kenny L. and Lydia
June 20, 2022
Technical Customer Service Team Assignments
| BREEZY (MAX GAO) | CHILLY (ESTHER LIANG) |
|---|---|
| Keyya
Appliance + Furniture |
Bella |
| Mia | Jenny |
| So | Yvonne |
| James | Linda |
| Polly | Anna |
| Kitty | Rena |
| Nicole | Susie |
| - | Neil |
May 05, 2022
Tax Invoice for CN Dropship Items
- If the customer is requesting for a Tax Invoice for any order containing CN dropship item (item/s from China, Supplier: GZDS, SKUs under Steve, Sarya & Skyhe), we cannot just export Backend Invoice directly and provide it to the customer because there is no GST included in the invoice as shown on the screenshot below (left). Also, if the order contains other items, the tax invoice will only show the other products but not the CN dropship item as shown on the screenshot below (right). Please refer to the process CREATING INVOICES FOR CN DROPSHIP ITEMS to generate the tax invoice and provide it to the customer. Please note that it is illegal to provide a tax invoice without GST.
April 28, 2022
Staff Updates
Michael Zhang has resigned- contact Jonas Meng instead
Matthew Wan account cant be logged- Contact William Wu and Kevin Pang instead
Win Su - For all Win Su cases, please contact Keyya Li
Melvin Soo - Please contact Kenny Zheng along with William Wu and Kevin Pang and Kang for warehouse inquiry/ies
Chris Chen - Please contact Max Gao for Chris Chen's item/s
April 22, 2022
New Crazysales contact number 03 91115708
March 31, 2022
Please use the following new forms:
- RTW delay - https://docs.google.com/forms/d/e/1FAIpQLSdGaYxhg8AQ9o3lyF0lfVam03_goG1vgcu-rZ3uVr-xKGBHLg/viewform
- Loss form - https://docs.google.com/forms/d/e/1FAIpQLSf3H36IW0nesyiP6qsqvNtEQBjr_G4oAk-MGt9FAzA2CBJzpQ/viewform
- Support/Approval - https://docs.google.com/forms/d/e/1FAIpQLSdwC1A9GZXWydUZ1ScTHgHlLNHXq4gZ8YVIG2wydP390XivVQ/viewform
- RMA - https://docs.google.com/forms/d/e/1FAIpQLSePbWfwY-1HvZ67qDgzxf86fmU2sdOK6rHZT937toZw9yOugA/viewform
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.
