LL - CHO Operations Tickets

In order to help CH agents take care of the most important things for our customers, there are operational tasks related to customer requests that our coordinators (billing and fulfillment support team) do for the Customer Happiness Team.

A CHO ticket is created by the agent to outline the necessary actions for escalation, fulfillment, and billing processes.

A note is added to the ticket to highlight key details of the request. These tickets are then assigned to the Customer Loyalty, Fulfillment, and Billing teams for further action.

See the note template breakdown that we use below:

Brand - Ticket number and agent first name (e.g. SCS-123456- Lori G)

1. Contact Information - this indicates the customer's method of contact, along with the call disposition if they reached out via phone.

2. Customer Request & Reason - this section details the customer's reason for reaching out, along with their specific request. (i.e. Customer Request: Cancel and Refund | Reason: Change of Mind.)

3. Order Details - this includes the customer's Order ID, price paid, product name, bottle count, and other relevant details.

4. Previous Actions - this section outlines the actions taken by the previous CH on the ticket, if applicable.

5. Resolution & Actions - this section details the actions you’ve taken on the ticket, along with any requests that need to be forwarded to the Customer Loyalty, Billing, and Fulfillment teams. These tickets are assigned to the Fulfillment, Refund, for any Urgent Billing Requests please post it in the urgent Billing Channel and have the ticket assigned to the Refunds Team, and Customer Loyalty teams for further action in active status.

Note: Fulfillment-related requests require you to run the "Fulfillment Requests" workflow and determine if the request is urgent or non-urgent. Return label requests, partial/full refund requests, and the logging of adverse reactions in the Zoho Complaint form, however, are assigned to the Refund team for further assistance.

We do this so the request becomes part of the customer record, and can be more easily viewed. If the customer has an additional service need concerning this request, we have transparency into their history.

Here’s the note template we use to ensure all necessary information is properly recorded:

Saved Reply: CHO Note Template (NEW)

Brand - Ticket Number - User First Name and last initial (Lori G)

1. Contact Information

Channel: (Phone/Email/Chat/SMS/Social/TikTok/Amazon/BBB etc.)
Call Disposition:

2. Customer Request & Reason

Request Type: (Cancel/Return/Refund/Reship/Adverse Reaction/etc.)
Reason:

3. Order Details

Order ID/Product/Qty/Price Paid: SCS -
Parent/Initial Order ID: SCS -

4. Previous Actions (If applicable, otherwise remove)

5. Resolution & Actions

My Resolution Details: (what did you do to resolve? include RMA, Discounts, Coupon Codes, Escals, special needs, etc.)
- (Insert SI or Shopify Documentation for subscription adjustment, cancelation, refund confirmation, account update, etc taken here)
Customer Actions: (What did the customer do before reaching out? Generated RMA, took down sell offer instead of proceeding with return/cancelation, canceled order online, updated contact information, etc.)
Billing Actions: (Include Order ID to be refunded, Quantity Returned, Payment Method (Debit/Credit OR PayPal (offline=true/offline payment rcvd), Refund Amount)
Fulfillment Actions:

Types of transactions that Operations is responsible for:

Product reshipments for all reasons
Return Labels (use "return label request" tag)
All VFI/SCS/DML ReCharge refunds
Refunds after return or upon receiving return tracking information
Missing refunds (Checking gateway to confirm a refund processed assigned to Refunds Team after posting it in the Urgent Billing Slack Channel)
Order is in Sticky or Shopify but didn't transfer to fulfillment (Order Desk)
Changes to orders that are already in Order Desk (removing or adding items)
Order Desk Order cancellations
Complementary product orders
TSM Refunds/Cancels (PayPal or paper check refunds)
All PayPal Refund Requests
Urgent customer needs that agents are not able to perform
Escalated Tickets
Confirmed Chargebacks
Recording of Adverse Reactions/product Defects via Zoho Complaint Form

Reminders:

All of these requests require a notation in HelpScout via CHO Notes and must be assigned in active status to the appropriate teams: Fulfillment, Refund Team (for urgent billing requests having said that it has been posted in the Urgent Billing Slack Channel and all other refund requests), and the Customer Loyalty Team.
However, not all of these require sending a Slack notification to the respective Slack channel.

Who does what?

Returns & Refunds:

For normal refunds or partial refunds, assign the ticket to the Refund Team via HelpScout in "Active" status (no Slack notification is required).
Refunds for returned orders and contacting the customer about their refund after return - assign the ticket to the Refund Team via HelpScout in "Active" status (no Slack notification is required).
Refunds inside ReCharge (RC) - assign the ticket to the Refund Team via HelpScout in "Active" status (no Slack notification is required).

Cancels:

One-time Orders in Shopify/SI that have not transferred to Order Desk, subscriptions in ReCharge (RC), Sticky (SI), and cancels of back orders - assign the ticket to the Fulfillment Team in active status (no Slack notification is required).
Cancels of Order Desk orders - assign the ticket to the Fulfillment Team in active status (no Slack notification is required).

Fulfillment:

Shipment adjustments: (these are all considered time sensitive)
- Canceling a Shipment in Order Desk - assign the ticket to the Fulfillment Team in active status (no Slack notification is required)
- Editing (removing or adding an item) in Order Desk - assign the ticket to the Fulfillment Team in active status (no Slack notification is required)
- Shipment adjustment in Order Desk - assign the ticket to the Fulfillment Team in active status (no Slack notification is required)
- Address change for orders in Order Desk - assign the ticket to the Fulfillment Team in active status (no Slack notification is required)

Escalations:

Fraud Claim - assign the ticket to the Customer Loyalty Team in active status (no Slack notification is required)
BBB Threats - assign the ticket to the Customer Loyalty Team in active status (no Slack notification is required)
Manager Callback Request - assign the ticket to the Customer Loyalty Team in active status (no Slack notification is required)
Chargeback Threats - assign the ticket to the Customer Loyalty Team in active status (no Slack notification is required)
All other escalations - assign the ticket to the Customer Loyalty Team in active status (no Slack notification is required)

Note: If an order needs to be canceled or adjusted in the Order Desk (OD), place the order on hold with a hold date set one month in the future and include a “Bang Note” in the Order Desk (OD) (if still applicable/available for cancellation). Once this is done, assign the ticket/email to the Fulfillment Team in active status. Be sure to run the Fulfillment Requests workflow and select whether the request is urgent or non-urgent, so it can be assigned appropriately based on its priority.

Examples:

The customer would only like the initial purchase and not the upsell
The customer wants the order shipped to a different address
The customer wants the order shipped on Thursday instead of Monday.

Assigning a CHO ticket:

Place a note on the ticket outlining the request:

Change the subject to reflect the actions our team should take along with the order ID.
Insert the CHO Note Template and fill it out clearly. Use the Saved Reply “CHO NOTE TEMPLATE (NEW)”.
Keep the ticket active and assign it to the appropriate team. (Run a workflow/custom field if applicable)

When do we send a Slack message?

If the request is urgent or time-sensitive you will send a Slack message in the URGENT URGENT BILLING Channel - that includes the ticket number, the customer name, email, order ID, and what you need.
Sample issues as to why we send a message in this Slack Channel:
- Refunds that are not posted after 7 business days (10 full days)
- Confirmed chargeback issues
- Urgent Billing Inquiries

WARNING: Please note, that our support team will only be completing the actions that agents have notated - No note - no completion!

Do Not:

Message our support team in Slack unless the need is urgent
Message them privately about any ticket or customer-related needs
Assign an urgent CHO ticket to our coordinators without sending a message in Slack too

Current Notes Entry SR:

Insert this SR “CHO Note Template” into your note and fill out the necessary information. If something does not apply to this ticket, remove it from the note.
For Notes Examples, please see: LL - CHO Notes Examples

Q&A:

Q: What if there isn't a ticket in HelpScout? For example, the customer calls in but has never emailed HelpScout.
A: All phone requests should receive a follow-up/ summary email - you can then add the note to the email and assign it to the appropriate team/person (depending on the request).

Q: What if a ticket with a CHO request has been assigned to the Refunds Team and the customer has emailed back in the meantime? Who should take care of the customer's request?
A: IF the customer has emailed back about the same request, the Refunds Team can complete the necessary actions and email the customer back. If the customer has emailed back with a different need, Refunds should complete the existing actions, notate, and place the ticket back in active status.

Q: Are there any special tags needed as part of the process?
A: There is no change in tags due to this process.

WHO DO I ASSIGN THE TICKET TO?

Full or Partial Refunds - Refund Team
Returns to warehouse requiring a refund - Refund Team
RMA refund notifications - Refund Team
Special refund issues - notify customer with confirmation, issues, etc - work with the customer to rectify issues. - Refund Team - or send a Slack message in the #ch_urgent_billing channel.
Gateway refund checks - contact the customer with an update/confirmation on a refund - work with the customer to locate the refund - send a Slack message in the #ch_urgent_billing channel.
Non-serious Adverse Reactions and Product Defects - assign the ticket to the Refunds Team so it will be logged in the Zoho Complaint Form. (No Slack notification is required)
Serious Adverse Reaction and Product Defects: assign the ticket to the Refunds Team so it will be logged in the Zoho Complaint Form and send a Slack message to the #ch_adverse_reactions channel detailing what happened. (Note: We only report serious reactions/product defects. Serious means the cx visited a doctor visited an emergency room, was admitted to a hospital, or life-saving measures were taken)
Fulfillment-related requests - address updates, edit shipments, return labels, reships - FULFILLMENT TEAM
Confirmed Chargebacks - run the Escalations Workflow >Filed a Chargeback and then add your notes. Send a Slack message to #cho-chargebacks attention to Gigi/Calvin/Zel for further assistance.
Manager Callback Request, Fraud Claim, Chargeback Threat, and all other escalated issues/tickets - assign the ticket to the Customer Loyalty Team by running the Escalations Workflow then choose the escalation type after adding your CHO Note in “Active” status.

LL - CHO Operations Tickets

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