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Spuddy's and Friends | FB Messages | Zendesk

Joshua Carrasco

Last edited 269 days ago by Joshua Carrasco

Context: Spuddy's is the brand name and the product is a Calming Collar for Cats

Goal: Answer all of our brands' emails from customers to ensure the highest customer satisfaction

How: Quick, friendly responses that solve customers' problems

When: Daily

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How to Access Zendesk

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https://bemaco.zendesk.com/agent⁠

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Email:

support@bemadesigns.com⁠

Password: Support123!

⁠

⁠

Go to Views on the left Navigation bar:

⁠

⁠

On the left, you will see the 'tickets' are categorized by the Shopify sites. Spuddy's emails are in the "Spuddy's Tickets" tab

When you process refunds or need to put in replacement orders, you login to Shopify:

Shopify access:

spuddysandfriends.com/admin⁠

⁠

Email:

support@bemadesigns.com⁠

⁠

Password: Support123!

There are 5 types of emails that usually come up:

Refunds and replacements

Order status

Corporate/Enterprise Order

Notifications

General Inquiries

1. Refunds and Replacements

[For new tickets] Customer says the product is not working properly and is requesting a refund:

Respond with this email (only if this is a New ticket):

Hi {First-Name},

Ava here to help! I apologize that the Spuddy's Calming Collar set you received isn’t working properly or up to your and your furry friend's standards.

I can certainly either send you a refund or put in a replacement for you (on us, of course!) and have it shipped to you free of charge. Otherwise, I can send you a pre-paid return label and provide a full refund for your order.

Please let me know, and I can get whichever option processed for you ASAP! 🙂

Best,

Ava

Customer Support

Submit ticket as Pending and wait for customer response before issuing either replacement or refund.

[For new tickets] If they say they want a replacement directly

Respond with this email:

Hi {First-Name},

Hope your day is going okay! I can certainly get a replacement processed for you, we definitely strive to offer the best customer care for all fuzzy friends.

I've just entered a replacement order (on us!) in the system here. You should receive an email with a new order number and a tracking number email

will follow in 1-2 business days.

Please let me know if you have any more questions 🙂

Best,

Ava

Customer Support

Submit ticket as Solved

Mark resolution type as Replacement

Go to the Spuddy's Shopify Orders by going to

spuddysandfriends.com/admin⁠

⁠

Find their order. If you can't find their order with their order number, find it by searching their email. If you can't find their order with their order number or email, ask them for their order number with this email :

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Spuddysandfriends.com

Duplicate their order

Add a 100% discount. Make sure the replacement costs the customer $0.

Mark as paid to create a $0.00 order for the warehouse to fulfill.

[For not-New tickets] If an email asks for definitely a Refund:

If it's an existing ticket and they are replying to your email and asking for a refund, reply with this email:

Hi {First-Name},

I can certainly get a return processed for you. Please feel free to keep the collars in case they may come in handy in the future. No need to send the

collars back to us (we definitely don't want to hassle you further with the return process!).

You should receive an email with a refund confirmation shortly.

Thank you and please let me know if there is anything else I can do for you 🙂

Best,

Ava

Customer Support

spuddysandfriends.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

Click Refund. Uncheck the box for restocking the product. Do NOT restock the product if the customer is not returning the product. Click confirm to refund the order.

2. Order Status

Customer asks "What is my tracking number?"

Check to see if the order has shipped yet in Shopify

spuddysandfriends.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

Ava

Customer Support

If there is a tracking number, copy and paste it with this email:

Hi {First-Name},

Ava here to help! I've just pulled up your order in our system. Here is your tracking number: {INSERT TRACKING NUMBER HERE}

Please let me know if I can do anything else for you, and please have an awesome day!

Thanks,

Ava

Customer Support

If it has not shipped yet, tell them:

Hi {First-Name},

Ava here to help! Your order will ship within 2 business days of ordering. However, we are

expecting some delays due to COVID and the ongoing pandemic. You should

receive a shipping notification shortly with a tracking number and the carrier.

Please let me know if I can do anything else for you.

Thanks,

Ava

Customer Support

Customer says that their order is "not delivered" or "stuck":

Check to see if the order has shipped yet in Shopify

spuddysandfriends.com/admin⁠

⁠

Hi {First-Name},

Could you please send me your order number?

Thanks,

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