LL - Order, Refunds, & Shipping Checklist

Orders:

Discuss all the different ways we receive orders, Shopify, LL, Amazon, PayPal, credit card, etc
Discuss the differences in order IDs of Shopify, Recharge, Sticky IO, Mementum, and Amazon.
Discuss how to search for orders using LL/AMZ/SHOPIFY/SI/OD/JP/PB/ZOHO
Agent to search for order in each system using various look-up methods. last name, zip code, email address, etc.

Warehouses/Fulfillment:

Discuss the Order Desk function & purpose.
Discuss how to search for shipped orders in OD.
Discuss how to view the contents of the package, shipping status, returns, and lot/batch number.

Time Sensitive Requests/ Immediate Needs:

Discuss time-sensitive tickets: "Immediate Needs".
What types of requests are they? How do we recognize them?
How often should we look for them?
Why are they time-sensitive?
Discuss what actions to take when there is an urgent need.
Discuss CHO and what gets documented there.
Discuss the types of transactions that get sent to the Fulfillment Team/Gretchen.

Return and Refund:

Returns/ Refunds/ Shipping - See return instructions HERE
Discuss what happens at the fulfillment
Discuss lifetime guarantee
Discuss return policy
Discuss Customer pays for return shipping. Is there ever a time that we pay for shipping?
View & Read through the complete Return Instructions
Explain Return Instructions and the importance of knowing and explaining the complete process to the customer.
Review the complete Refund Process in depth - starting from the customer contacting us for a refund> sending us a return notification> by receiving the return notification, that, we issue a refund faster than waiting for the package to reach the warehouse/compare the length of time versus receiving return notification from customer.
Explain what happens with return packages, what happens if they are lost, etc.
Discuss "When will I receive My Refund?", how long does the refund process take? How long does it take to post to the customer's bank account?

Fulfillment: Shipping/ Reships

Discuss shipping procedures/delivery companies used, tracking websites, expected delivery times
Discuss shipping fees - (Who is free? Where do we not ship?)
Review Recharge Autoship orders/shipping/refund procedures
Reshipping - lost or not delivered packages, what is the procedure for this?

HelpSCout / CHO NOTES

Discuss making Notes, where to make notes, what to include, and what not to include.
What to notate - (any order or shipping issue, any change, customer complaints, etc).
The agent should make a test note for the trainer to grade.