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 our team.
A CHO ticket is created by the agent to communicate what is needed.
first:
a note is placed on the ticket outlining important details of the request - Tickets Gretchen and Gigi responds to and oversees
* Brand - Ticket number and agent first name - first
1. the customer reason for contacting us.
2. their order information (items, amounts, prices, order id's)
3. the actions you took to resolve their request
4. What you need the OPS agent to do to complete the request and that it was sent via slack (if applicable)
5. The ticket is assigned to Gretchen (fulfillment inquiries) and Gigi (for billing inquiries) in active status
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 in relation to this request, we have transparency into their history.
next:
If the request is urgent or time-sensitive you will ALSO send a slack message in the ch_urgent_fulfillment channel - that includes the ticket number, the customer name, email, order id, and what you need.
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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)
- Order is in Sticky or Shopify but didn't transfer to fulfillment (shipstation)
- Changes to orders that are already in ShipStation or Resurge (removing or adding items)
- ShipStation Order cancellations
- Complementary product orders
- PayPal manual order verification and shipments for those customers
- TSM Refunds/Cancels (PayPal or paper check refunds)
- All PayPal refunds
- Urgent customer needs that agents are not able to perform
ALL of these require a notation in HelpScout and assigned in active Status to Gretchen and Gigi
However, all of these do NOT require us also sending a slack notification to Gretchen and Gigi.
Urgent / Time Sensitive Transactions the should also be slacked are:
1. Changes (Edits/cancels) to orders that have been prepared for fulfillment and have not shipped
Agents should:
Respond to the request initially and provide a resolution to the customer by letting them know what actions we plan to take to resolve their request. Of course, if you need assistance in deciding the best action to take contact your manager or team lead.
Non-urgent example: “Thank you for being a loyal customer, we always appreciate your feedback. I'll be sending you a free bottle of CeraLift. Please look for that to ship out soon…”
Place a note on the ticket outlining the request:
* Brand - Ticket number - agent first name
- HOW DID THE CUSTOMER CONTACT US?
- CALL DISPOSITION:
- CUSTOMER REQUEST: (what do they need?)
- REASON: (for cancel/return/refund/reship/adverse reaction)
- ACTIONS TAKEN:
- (what steps did agents take before you to resolve this issue?)
- (what steps have you taken to resolve this issue?)
- ORDER DETAILS:
- ORDER ID:
- PRODUCT NAME:
- PRICE PAID:
- QTY BEING RETURNED:
ACTIONS NEEDED TO RESOLVE TICKET:
- REFUND AMOUNT:
- BILLING AGENT:
- FULFILLMENT AGENT:
(add any special notes here)
Time Sensitive / Urgent example:
Who does what?
Returns & Refunds:
- Normal refunds or partial refunds - Gigi
- Refunds for returned orders and contacting the customer about their refund after return - Gigi - note only, this does not require a slack message.
- Refunds inside recharge - Gigi - note only, this does not require a slack message.
Cancels:
- One-time Orders in Shopify / SI that have not transferred to shipstation, subscriptions in recharge and sticky and cancels of back orders located in Resurge - agent
- Cancels of Shipstation orders Gretchen - and this requires a slack message.
Fulfillment:
Shipment adjustments: (these are all considered time sensitive)
Cancelling a Shipment in ShipStation - Gretchen (note + slack)
Editing (removing or adding an item) in ShipStation - Gretchen (note + slack)
Shipment adjustment in ShipStation or Resurge - Gretchen (note + Slack)
Address change for orders in ShipStation or Resurge - Gretchen (note + Slack)
Note:
If an order needs to be canceled or adjusted in ShipStation, put the order on hold with a hold date of 1 month in the future and with a note in ShipStation before assigning Gretchen the email. You should also message Gretchen in the ch_urgent_fulfillment channel so she can take care of this request ASAP
Examples:
- Customer would only like the initial purchase and not the upsell
- Customer wants the order shipped to a separate address
- 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 NOTE TEMPLATE ABOVE and FILL IT OUT CLEARLY
Slack messages: If the request is urgent or time sensitive you will send a slack message in the URGENT FULFILLMENT OR URGENT BILLING channel - that includes the ticket number, the customer name, email, order id, and what you need.
**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 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 https://the-hero-co-ll.helpscoutdocs.com/article/1143-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 to Gretchen or Gigi (depending of the request)
Q: Do we still record special refunds on the CHO?
A: No, you will no longer need to document special refund situations on the CHO Special Refunds tab. Just add the information to your notation and assign to Gigi after you've sent your follow up email to the customer.
Q; What if a ticket with a CHO request has been assigned to Gigi and the customer has emailed back in the meantime? Who should take care of the customer request?
A: IF the customer has emailed back about the same request, Gigi can complete the necessary actions and email the customer back. If the customer has emailed back with a different need, Gigi 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 - REFUNDS TEAM
Returns to warehouse requiring a refund - REFUNDS TEAM
RMA refund notifications - REFUNDS TEAM
Special refund issues - notify customer with confirmation, issues etc - work with customer to rectify issues. - REFUNDS TEAM - or slack in the URGENT BILLING CHANNEL
Gateway refund checks - contact customer with update / confirmation on refund - work with customer to locate refund - slack in the URGENT BILLING CHANNEL
Fulfillment related requests - address updates, edit shipments, return labels, reships - FULFILLMENT TEAM