After Sale Process

Given the customer profile below The best resolution is to escalate this to Level 2 Team ********************************************************** Customer Profile SSENSE + Level 2 Customer Customer previously flagged for fraud: Yes Prior order history: 8 orders in 2023, 3 return When was the order placed: 1 week prior to first contact Has the item been used: No Item brand: Homme Plissé Issey Miyake Item value: 615 CAD ****************************************************************************************************

• True

• False

Ji Won sent and email as he expressed his frustrations about the ESSENTIALS hoodie that he ordered on 8/14/23. He has shared images of the item showing that the logo has come off. He said that there was no care instruction on how the garment how it should be handled. This happened after putting the hoodie in the wash. The item is worth ($84 US). He wanted to know if there is a chance for him to get a replacement. He has not been flagged as fraud when you checked his HQM profile and that this is his first order with SSENSE. How will you proceed?

• Advise that you will escalate the issue since the item has been washed. Then use the macro Escalate to level 2

• Apologize to the customer and offer a full refund then send an email using the macro Product::Damaged Item(s)::Refund Without Return

• offer a partial refund and send an email to the customer using the macro Product::Damaged Item::10% discount + PPL (their claim will be processed by the returns team)

• Advise that you will escalate the issue since the item has been washed. Then use the macro SEC::Wrong Item Escalation (Internal Note)

Minghua has ordered Danner Brown Danner Ridge Boots ($239 CAD) on 8/7/23 and noticed that there wrinkles and scratches on the boots when it arrived on 8/21/23. He sent an email about this and was offered 10% discount and a return label but he was not happy about the offer and wants a bigger offer for compensation. When you checked his Zendesk profile, he has not received any exceptional discount yet. How will you proceed?

• Advise the customer to return the item using the PPL that was sent for a full refund. Resend the macro that was used Product::Damaged Item::10% discount + PPL (their claim will be processed by the returns team)

• Provide an additional offer to the customer and leave a comment in the customers profile in Zendesk

• 
  Escalate to Level 2 since the customer refused the initial offer

• Send an email to the customer using the macro Product::Wrong Item Received::PPL Sent (With Discount on Next Order) (their claim will be processed by the returns team)

TRUE or FALSE Is the customer eligible for expedited resolution if the customers profile is below Item value is below $300, High Value Customer Tags in Zendesk: HVC / PS / Gold / High_Value / High_Potential

• True

• False

Marlon ordered the EYTYS Black Odessa Sneakers ($185 USD) and after 2 weeks of using the item, the shoelace started wearing off. He called today to ask for a replacement since this order was delivered 3 weeks ago. He has not requested for a return and has not been flagged as fraud. Choose the steps below on how you will assist the customer based on the guided steps in Zendesk Guide

• Acknowledge the issue and empathize with the customer
  

• Submit comment in HQM: @returns damaged/defective item [insert sku] received as per ticket [insert ticket #] please refund and msa.

• In HQM: Issue a 10% refund on the item

• Solve Ticket using Macro: Product::Damaged Item::10% discount + PPL (their claim will be processed by the returns team)

• All damaged/defective item cases involving final sale items are eligible for return.

• True

• False

• Maybe

What is the minimum amount that we can offer for any damage/defective cases?

• $5

• $10

• $15

• $20

The customer has been flagged before due to high risk indicators from their previous orders. You noticed that the account has been flagged as fraud on their HQM profile. How will you proceed?

• Escalate to Asset Protection

• Escalate to Level 2

• Deny assistance

• Escalate to your TL

The customer claims that the item she bought is damaged. She mentioned that she has worn the item and would like to return it. The item was delivered to her 5 weeks ago. She has sent pictures of the item. How will you proceed?

• Escalate to Level 2

• Escalate to Asset Protection

• Offer the customer a shipping label so that she can return the item back and be refunded.

• Escalate to your TL to get approval

The customer called today about the Daniel Cavey Green Cluster Vase (231904M616013) she bought. The customer claims that when it arrived, the vase has cracks and some sections of it were broken. She wanted to get a refund for the broken item. How will you proceed?

• Offer PPL and discount

• Ask the customer for pictures of the item

• Escalate to Asset Protection

• Escalate to level 2