Step 2Updated 3 years ago

Step 2：Confirm the solution Easy warehouse/factory/self-bought parts replacement

Scenario 1: Customer writes directly about the lack of instructions.

Provide order number, confirm product style, download and send the pdf version, and case complete.

No order number, ask cx to send the link of the product or a picture of the product, and then we can send the pdf version instructions, and close the ticket.

Scenario 2: No order number (gift or third-party purchase) Customer writes in to say they need any part, tell the cx that they need to pay for it.

Ask the customer to confirm the style of the table and then, depending on the specific accessories missing, confirm whether they can be purchased on Amazon, e.g. screws, wooden pegs, castors, the keyboard rests, share the link with the customer if possible or inform them of the specific model so that they can buy it themselves.

If the missing parts cannot be purchased elsewhere, first confirm the corresponding ERP, check whether the overseas warehouse has stock, inform the customer of the price, and if the customer is willing to bear the cost, tell me to create a link and inform the customer of the logistics tracking number after placing the order. If there is no stock, inform the customer of the arrival time.

(The right hand column can be checked for stock of specific erpsku)

(Logistics tracking number available in the right-hand column)

If there is no corresponding erp, inform the customer of the price, the customer is willing to bear the cost, ask for the receipt address and mobile phone number, and tell me to create a link. The customer pays and goes through the factory replenishment process, and then informs the logistics tracking number. 

Scenario 3: customer emails in saying that missing parts, see whether he has provided the order number, circle the specific missing parts and the shipping address and phone number.

Do not provide the above information: let the customer provide the above information, and carefully check the package, if the customer confirms that he has found the accessories, close the ticket; not found the accessories, ask for the receiving address and mobile phone number, go to the warehouse/factory / self-buy process,snooze to inform the tracking number, follow-up confirmation of receipt of goods, case closed.

The above information has been provided: let the customer check the parcel, not found, ask for the receiving address and mobile phone number, directly go to the easy warehouse/factory/self-buying replacement process, snooze to inform the tracking number, follow up to confirm whether the goods were received, and case closed. If the customer confirms that the parts are found in the parcel, close the ticket.