Customer Service Instructions
Customer Service Instructions
Customer Service Instructions
THE STANDARD MAILS YOU CAN FIND AT THAT SIGNATURE INSERT SO THE WORK CAN BE DONE
FASTER ABOUT 25+ MAILS AN HOUR. THE ENGLISH VERSION OF THE MAILS ARE IN THE FOLDER SO
YOU CAN SEE WHAT THEY MEAN.
2. Through the order screen look at the delivery country of the customer and then choose the
standard mail via gmail. NL if it is a Dutch customer - BE if it is a Belgian customer. But in Sweden-
germany-denmark it is standard swedish-german-danish customers. Send this mail to customer, and
move mail to solved folder in gmail:
1.1 When customer asks where there order is after 2.5 WEEKS:
When status fake tracking (tracking what customers see after they order) is on the status delivered
but package is not yet delivered according to customer, or customer asks again where there
package is after we sended the 1. message already.
First look on track and trace through Shopify and check if the package isn’t stuck on an status for
really long like 2 weeks – isn’t send yet – can’t be delivered according to problems. If the product is
still on his way with recent date without an error in the tracking message 1.1 can be sended. If there
is an problem send message 2.
2. Package is stuck on an status for really long like 2 weeks – isn’t
send yet – sended back to supplier – can’t be delivered according to
problems:
Check the status of the package in the tracking. Because things could have gone wrong such as:
MISSING PACKAGE - VERY LONG ON THE SAME STATUS - WRONG HOUSE NUMBER/ADDRESS ETC.
If something is wrong we send this investigation mail and validate the customers adress.
2. If customer says ANOTHER ADRESS than in shopify update the adress in shopify, and send this
message in the servicpointsportal:
Updated shipping address. Customer did not receive the package in the original address. Please
resend to the new adress: PUT HERE THE NEW ADRESS
2. If tracking is on status delivered, but package was not delivered complete, notify the agent trough
the servicepoints portal, and send the investigation not complete mail to the customer. We send this
mail because it gives us more time and then the customer knows that it may take a little longer to be
delivered, because an investigation into the missing package has to be started.
OFTEN THE CUSTOMER DOES NOT KNOW HOW THE PRODUCT WORKS, FOR EXAMPLE IF IT
IS A VERY TECHNICAL PRODUCT. THEN FIRST EXPLAIN HOW THEY SHOULD USE THE
PRODUCT. FOR EXAMPLE SEND AN MANUAL OR A YOUTUBEVIDEO TO THE CUSTOMER.
5. When the customer is not satisfied with the product and wants to
return but didn’t mentioned an specific reason:
Always check when the product has arrived at the customer because from the arrival of the product
to the customer, they have 30 days right of return if it meets the return conditions. DON’T OFFER
EASY AN REFUND OR THE RETURNFORM. First try to understand the situation and try to
answer/solve possible problems that the customer experience - if the customer does not know
how to use the product – product is broken/incomplete always offer to resend the product for free
in this case.
5.1 Customer says there reason on why they want to return. And
maybe we can fix it:
1. When customer mention there problem with the product like incomplete / broken expensive etc.
Mail them with offering our solution that we can send the product again for free and they can keep
there current product. If we can’t fix there problem, and the customer just want to return because
they just don’t like the product send message 5.2 to the customer offering first 20% refund.
2. When the customer want to return because of quality problems, and they don’t want an new one
also send the picture in the servicepointsportal with the quality reason and ask for an refund. Also
track it in the REFUNDS/CANCELATIONS sheet. In the tab refund from agent.
In case we can’t solve the customer reason who wants to return with an new product because of
maybe the customer just dont like the product: We offer them first 20% so maybe they accept it
and don’t return there order.
After that the customer don’t accepts the 20% refund we send this mail (WITH ATTACHED THE
RETURN FORM FOR THE CORRECT COUNTRY) also we offer them an 40% refund option.
5.3 Customer ACCEPTS 20% OR 40% refund offer and keep there
product:
1. If the customer accepts the 20% refund option in the first mail, or the 40% refund option in the
second mail. Refund this trough shopify, send the customer accepts refund mail, and track it in the
REFUNDS/CANCELATIONS sheet.
2. When the customer want to return because of quality problems, and they don’t want an new one
also send the picture in the servicepointsportal with the quality reason and ask for an refund. Also
track it in the REFUNDS/CANCELATIONS sheet. In the tab refund from agent.
5.4 Customer says he have sended the package to the return adress
after declined all the offers:
Send the customer the sended return mail, and also track it in the returnhandling google sheet
with the: date of today – ordernumber – if customer mentioned within 30 days after receiving –
the ordered items.
5.5 Customer don’t want to pay the costs for returning the package:
We send this message, so maybe the customer will choose for the 40% refund option after seeing
that the costs of returning goods are there resposiblity.
6. Package has been delivered according to trackingnumber but
customer says they haven’t received and we need to verify this with
customer:
1. When you see that the tracking in shopify says delivered, but the customer says not received: Go
to the servicepoints portal Orders> All orders> look up the order number. Select the correct order
for the correct country, and click on download delivered certificate. In here copy the local tracking
number and scearch it in the local courier sites:
For example this is the DPD trackingnumber but every country has there one trackingsite like
these. If the tracking site isn’t mentioned in here scearch it on google.
NL https://www.dhlparcel.nl/nl/consument/track-en-trace
BE https://gls-group.eu/BE/vl/pakket-volgen
BE https://track.bpost.cloud/btr/web/#/home?lang=nl
SE https://earlybird.delivery/tracking/
SE https://www.postnord.se/en/our-tools/track-and-trace
DE https://www.dhl.com/de-en/home/tracking.html
DK https://www.dao.as/en/private/track-your-parcel
2. Send the mail and change the bold tekst to the things what needs to be included in there.
1. When customer validated there adress and asked neighbourgs etc the tracking on shopify says
delivered but the customer says it is not delivered, we gonna send the package again. This message
needs to be sended to the agent in the servicepointsportal when customer mentions that THE
ADRESS IS CORRECT:
Tracking says its delivered but customer says the package is never delivered. The adress from the
customer is correct, customer have contacted local postoffice checked with his neigbours but its
never delivered. So please resend. Thanks in advance.
2. If customer says ANOTHER ADRESS than in shopify update the adress in shopify, and send this
message in the servicpointsportal:
Updated shipping address. Customer did not receive the package in the original address. Please
ressend to the new adress: PUT HERE THE NEW ADRESS
1. First you need to look up the order in shopify and check if it is within 24 hours MAX 48 hours after
ordering, and the package isn’t fullfiled yet. If thats the case, then press refund in the top right corner
of shopify:
When package is fullfilled and send already MAX 48 HOURS AFTER ORDERING the order cannot be
cancelled.
1. Sometimes is happens that the customer fillin no housenumber / adress when ordering. The agent
can’t send the order than. So we need to check 1x per week if there are new orders in the portal
what can’t be sended because of adress problems.
2. This can be checked every Sunday by going to the servicepointsportal> orders> all orders>
selecting Address Error> than selecting 1 of the webshops and press on scearch. Like this image:
3. We will only contact this customers 1 x per week with ordernumbers higher than:
NL= 3633
SE= 8723
DE = Every order that appears in here needs to be contacted currectly nobody
DK= Every order that appears in here needs to be contacted currectly nobody
We wil contact the customer maximum 2 times and after the customer have verified there adress, it
can be changed in shopify, and it can be told to the agent in the portal so it can be sended.
9. EXTRA MAP WITH TEMPLATES WHAT QUESTIONS WHAT COMES
NOT OFTEN:
In this map there are an few different standard mails maybe you need them sometime.
If you see that there are coming new type questions often make
new templates for it, and send it first to me so i can verify them.