Vincent Fang (Local Items) Training
VINCENT FANG TRAINING KIT (VFANG TEAM)
This article is about how to forward a case to the supplier (AFTERSALES).
Procedures:
1. See the case/s submitted by CSR in the Vfang New Cases Sheet: https://docs.google.com/spreadsheets/d/1q8sWT5P1Qw9PCml1xhaqybfOwPuIVS1d4z4wxlk8kPk/edit#gid=1069193868
2. Now, you need to identify which supplier you are going to deal with. The name of the supplier is mostly seen on COURIER part in the backend.
You can also check on the REVIEW PRODUCT section or on the product catalog:
--------
3. After identifying the name of the supplier, we need to proceed to the email platform where you will coordinate with the supplier:
SELLO (AU/NZ)
https://idropship.com.au/customer/account/login/referer/aHR0cHM6Ly9pZHJvcHNoaXAuY29tLmF1L2N1c3RvbWVyL2FjY291bnQvaW5kZXgv/
- AU
Email: purchasing@crazysales.com.au
Password: Crazysales;
- NZ
Email: sales@crazysales.com.au
Password: Crazysales;
DROPSHIPZONE (AU/NZ)
https://www.dropshipzone.com.au/rsdropship/order/index/
- AU
Email: vincentfang@crazysales.com.au
Password: crazysales
- NZ
Email: sales@crazysales.com.au
Password: crazysales
GMAIL (ALL OTHER SUPPLIERS)
Email: CrazysalesCustomerService@gmail.com
Password: crazysalesvfang123#
4. The next step, we need to send a formal email to the supplier for them to assist us on the issue raised by the customer:
- GMAIL TEMPLATE (AFTERSALES)
Hi Team,
Hope this email finds you well.
A customer of ours has expressed an issue with their item.
Please see the details below, and let us know how you are able to assist.
Description of fault:
-As per customer stated: " XX STATE THE ISSUE OF THE CUSTOMER XX "
Preferred resolution:
-(refund/replacement)
Proof(Photos/Video):
-(please see the photo attached/to follow)
We look forward to hearing from you soon.
- GMAIL TEMPLATE (COURIER ISSUE)
Hi Team,
Hope this email finds you well.
A customer of ours has expressed that they have not received the item they ordered and as we checked on the tracking website, we found out that it is out of delivery time frame since the estimated time of arrival is XXXETAXXXXX.
Kindly lodge an investigation into this. Thank you.
We look forward to hearing from you soon.
- SELLO AND DROPSHIPZONE
- use the same template but please do not forget to add
Regards,
XX AGENT NAME XX
Customer Service
Ausway Pacific Pty Ltd
2/5 Brear Street, Springvale, VIC, 3171
5. After your email the supplier, log notes in the backend to indicate that a case has been forwarded to the supplier and use the SCHEDULE REMINDER. Create a 5-business days schedule reminder:
6. Once the supplier replies to your email, you need to pass it to the customer. Please ensure to edit or modify the message to avoid confusion on customer's end. Send a follow-up if the supplier does not respond within 2 business days.
