TEAM WILL UPDATES

OZ/CS/VFang/NZ Email & Chat

Feb 21, 2022 - The team should follow the Guides for Purchaser Coordination for all cases forwarded to the purchasers. This is to prevent further escalations, DSAT, Negative feedback or QA Fails due to no followups or updates done within the promised time frame. This will also ensure a decrease in the overdue In Progress tickets.

Nov 11, 2021 - ARRIVAL NOTICE, DELIVERY ORDER, SHIPPING INVOICE - All shipment/cargo arrival notice, delivery order or shipping invoice emails received from shipping couriers, please check if Sharon Lei's email (sharon_lei@limei-trading.com) is already included in the CC. If yes, just close the ticket. If not, kindly forward the ticket to Sharon Lei's email (sharon_lei@limei-trading.com) following the steps at How to Forward an Email via Kayako.

Mar 22, 2021 - killed.and.chilled@gmail.com Please beware of this email address registered by a fraudster. If the customer contacts us, please DO NOT assist and inform your Team Leader immediately.

Mar 22, 2021 - mr.mskr3171@gmail.com or mister.mskr@gmail.com Please beware of this 2 email addresses registered by a fraudster. It has been blocked already. If the customer contacts us to reactivate or reset the account, please DO NOT assist.

Mar 01, 2021 - All tickets received from GS Efraud, Email: efraud@cba.com.au, Bpay and DE Traces, Email: bpayanddetraces@cba.com.au, Ecom Group Security, Email: ecomgroupsecurity@cba.com.au, or Group Fraud Management Services, Email: gfmsscams@cba.com.au containing a message about an UNAUTHORISED TRANSACTION should immediately be forwarded to team leader (Willy Balanoyos). Please notify your team leader upon assigning.

Nov 17, 2022 - If you receive tickets about AfterPay Disputes, please just assign to TL Edmond Pili. Do not close the ticket.

Apr 07, 2021 - Reminder for everyone, if you encounter an email about Trademark, Copyright or Intellectual Property Infringement please immediately inform Sir Vincent Fang about it and assign the ticket to him (NEW, no need to reply or do anything else). It may include complaint about using their BRAND /Business Name or LOGO without authorization.

Nov 04, 2021 - All returns (for refund or replacement) must be approved by SMEs or TLs.

May 06, 2021 - Templates for Change Of Mind have been updated. Please make sure you are using the updated templates from our WIKI.

Apr 12, 2021 - "Note First". On the backend, please always follow Note First procedure, meaning you should first put the proper notes before changing the status of the order, before requesting refund, etc. For example, if the customer requested to cancel the order, put notes first before changing the status of the order to Cancelled.

Apr 07, 2021 - For wrong item or wrong kitting part, the return matrix to be used will depend on the wrong item cx received. For example, if cx ordered a furniture but received a trampoline, agent must refer to the Resolution matrix for trampolines. On the other hand, if cx ordered a trampoline but received a wooden furniture, agent should refer to the Resolution matrix for wooden furnitures. Furthermore, if cx ordered a wooden furniture, but received an air fryer, agent must refer to the updated Return matrix. Record wrong item case in the RMA delivery issue.

Mar 31, 2021 - Backend notes should only be put on the original order. Even if the issue is about the resend or replacement order, still the notes should be put on the original order because it is where we base the warranty of the item. Notes on the resend order should only be allowed if you are putting a reason why you are putting the order On Hold or Cancelled.

Mar 30, 2021 - When handling RTW, please update the customer via email. Inform the customer that we have received the returned item and we are already processing their refund or replacement. Provide customer of the ETA so they know when to expect to receive their refund or replacement and when to contact us back if not received. Please put the Ticket ID on the 'Update Reference' column on the RTW sheet.

Mar 29, 2021 - For More to Pay, where the customer is to be charged for re-delivery fee as they failed to provide complete/correct shipping address, failed to accept the package during the attempted delivery, access required on gates, etc., please use the postage calculator on the product listing page on Crazysales website to get the exact re-delivery fee the customer should pay. Do not refer to the 'Original Postage' or 'Shipping Cost' or 'Our postage' on the backend.

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