Proactive Shift | Do export error/Export pending/non-printed sweeps Proactive Ticket Resolution Yodel Report Centre Proactive Contacts Substitutions/Out Of Stock Proactive Contacts Compensation Disposition Review Payment Reviews Yodel Magento Reconciliation/chase non-dispatch issues from the day before Stuart delivery issues Pending Store credit Claims Duties Rota Daily CX Report
|
Proactive Shift: If need to contact Emerald about substitutions sheet can call Alex direct on Direct Dial: 01590 648223
Proactive Action |
Please remember all proactive contacts need to be put into the PO sheet. |
Proactive Ticket Resolution | |
Do export error/non-printed sweeps | In the morning, check for non-printed and export errors from the night before, in case any came in overnight Check for export errors a few days in advance. Be sure to check for orders that are both “pending” and “processing”, raise any export error issues with Jay
|
Yodel/RMMagento Reconciliation/chase non-dispatch issues from the day before | Contact customers from the “Today” columns as needed There are now 3 columns on the Yodel Rec - one will tell us the previous days’ update, one will tell us today’s update, and one will tell us where CS are in terms of contacting & resolving the issue As item statuses change throughout the day, you may need to filter the recon so that you’re not accidentally contacting people that have orders in transit or that have already been delivered. Re-order/compensate items that come up as export errors/non-printed as usual Double check on any “Known Issues” that are already on the PO sheet to make sure these have been resolved Be aware that sometimes Out Of Stock/Export Errors/Non Printeds will come up as a duplicate on the Yodel Rec the next day With items that are showing up as “Parcel data received awaiting coll.” for Today, contact the customer to let them know there’s a chance the order might arrive late, to keep an eye on the tracking and to contact us again if the tracking hasn’t updated by tomorrow. Once all the contacts for today have been contacted, look at the status updates for the orders from yesterday and any still showing “Parcel data received awaiting coll.” assume these are non-dispatches, and contact the customer to re-order/compensate as needed. If any customers that have already been contacted haven’t responded, please refund their orders and send them an email letting them know what’s happened. We need to make sure we bring each case to a resolution.
|
Substitutions/Out Of Stock Proactive Contacts | Use the substitutions spreadsheet for bulk upload of comments about stem/bouquet/gift substitutions onto customer accounts For items that are out of stock, please check the relevant tab on EM/notes in FM, let the team know, as sometimes Magento won’t have updated yet Prioritise contacting birthdays/occasions first Where you can’t contact customers for out of stock orders, apply a store credit to the value of the order and send an email letting them know
|
Yodel Report Centre Proactive Contacts | Double check all the reds from the day before have been contacted, as some could have come in overnight Check the number of ambers & reds throughout the day and flag any significant issues with dispatch Contact the reds (if they haven’t already been in touch) and let them know about any issues with delivery
|
Freshcaller | |
Check spam folder:
- go to freshdesk
- change main view to spam
- mark non spam as such
- delete actual spam forever
Disposition Review
Objective:
1) to ensure automated credit is legitimate
2) to ensure the correct dispositions are applied to compensation
3) to coach agents and improve our performance with the aim that we can reduce/cancel the need for this process
Every day, details of all compensation applies the previous day is emailed to cs@ecomnova.com with the title
Ecomnova Daily Compensation Summary Report by Compensation Date [YYYY-MM-DD] . Report for [YYYY-MM-DD]
Steps
1) download CSV and import into 'Import' tab, overridding existing sheet https://docs.google.com/spreadsheets/d/1X9sFeCVDbBJrfgH2Wi43bsLviIQoernvrEqDQHdk4b4/edit?usp=sharing
2) Remove all non-dispatch compensation
3) Copy relevent columns into the tab for week in question
4) Review each row, complete and coach any issues for all to see in Dispostions skype chat
Export error - Step by step
1. Go to the manage orders grid
2. Enter the purchase date a few months before (Some orders may have been purchased in advance and have errored)
3.Enter dispatch date as today,under the export status tab select the drop down as error, under tab status select processing then search. Also look for export errors for future dates.
4. Any orders that may have errored will be shown as below:
5. Go into each order and reorder making sure the address is checked on the address finder to be correct (contact customer if address is incorrect) , also ensure there are no special characters as this causes the order to error.
6. Once reorder is done, record order details on the problem orders sheet.
Export Pending:
1. Go to the manage orders grid
2. Enter the purchase date a few months before (Some orders may have been purchased in advance and have errored)
3. Select supplier status as Export Pending and search
4. Look for any pending orders that appear to be delayed with being exported to the supplier. Look at the time stamp for when the order was placed. Reorder any orders that appear to be delayed for dispatch. Orders take 20 minutes to be exported succesfully
Stuart delivery issues:
Look into Stuart delivery issues for the day before. Filter for status and scheduling date for the day before. Select status as all then search.
All deliveries for the day before would be displayed with delivery outcomes.
Contact any customers with delivery issues/advise of delays and compensate accordingly.
Stuart Orders:
Export issues - 13:45 sweep
Payment reviews - 13:45 sweep
Payment Review cut off times -
M-F
Stuart: 1330
RM cut-off: 1600
Yodel EMerald 1630
Yodel Feltham 1745
Sat
RM Emerald 1200
Sun
Yodel Emerald 1245
Stuart 1330
Yodel Feltham 1545
