IMPORTANTE: If you select a form and the table indicates that it is not necessary to leave notes in any system other than Zendesk, but during the interaction a process was followed or a change was made in another system (Prowess, Commerce Manager) that needs to be documented, you must document it regardless of the form you selected.
Form:
Consultant's Corner
Available options:
Technical issue
New features and enhancements
Business questions
Promotional Calendar Change Inquiry
Promotional Calendar Change technical issue
Also document in:
Commerce Manager - Any change made through Commerce must be documented (in the original order number and also in the new order number, when applicable).
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
Examples:
Reporting issues with a feature in Consultant’s Corner (unable to submit orders)
Business-related questions about Princess House US or Princess House Mexico
Questions about hours of operation, how to buy, or how to sell Princess House
Form:
Shipping Issues (Missing or Damaged)
Available options:
Product(s) arrived damaged
Missing product(s)
Received incorrect product
Order/package not received
Order shipment status
Complaint about FedEx Delivery
Also document in:
Commerce Manager
Any change made through Commerce must be documented (if the original order number was provided and also in the new order number, when applicable).
Always leave a note in Commerce if a change, replacement, refund, and/or reshipment is processed.
Always leave a note in Commerce if damage and/or missing item or package is reported.
CMF
Only when exceptions or accommodations are made for the Consultant
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
Examples:
Damaged, missing, incorrect, or not received products and/or packages
Questions about shipping status: delivery dates, expiration dates, or order details
Order-related calls where no changes are being made
Requester states their packages delivered by FedEx were in poor condition
Form:
Backorder
Available options:
Backorder cancellation
Backorder exchange
Backorder address change
Alt-Select item/credit redemption
Backorder Status
Also document in:
Commerce Manager
Any change made through Commerce must be documented (if the original order number was provided and also in the new order number, when applicable).
Always leave a note in Commerce if a change, replacement, refund, and/or reshipment is processed.
Always leave a note in Commerce if damage and/or missing item or package is reported.
CMF
Only when exceptions or accommodations are made for the Consultant
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
Examples:
Cancellation or change of a waitlist item and/or address change for a waitlist product
Questions about the shipping date of a waitlist item
Form:
Order Issues/Questions
Available options:
Order change/modification
Order cancellation
Address change inquiry
Order reinstatement
Payment Verification
Also document in:
Commerce Manager
Any change made through Commerce must be documented (if the original order number was provided and also in the new order number, when applicable).
Always leave a note in Commerce if a change, replacement, refund, and/or reshipment is processed.
Always leave a note in Commerce if damage and/or missing item or package is reported.
CMF
Only when exceptions or accommodations are made for the Consultant
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
Examples:
Changes or questions about order changes (add, remove, or address change)
Requests or questions about order reinstatement
Questions about applied payments or payment due dates (such as last payment date)
Form:
Profits/Commissions
Available options:
Activity statement
Overwrites
Compensation Plan
Promotions
Missing profit check
Promotions/Leaders of Tomorrow
Also document in:
Solo en Zendesk
Examples:
Questions about their activity statement
Questions about bonuses and overwrites, compensation plan, and/or promotions
Questions about the status of a check or a missing check
Form:
Applications
Available options:
Application on hold
Inquiry on recruit
Payment to Consultant AR Balance
Also document in:
CMF – Si se aplican cambios al perfil del Consultor
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
Examples:
Questions about an application on hold
Questions about a new application (before or after submission)
Questions about the new recruit’s Starter Kit
Pagos al balance del Consultor a traves de Prowess
Form:
Other Inquiries
Available options:
Complaint about Consultant
Credit card fraud/chargebacks
Changes to Consultant Master File
Lead Variants
Product Availability Inquiry
Mailing Requests
Toolkit Issues/Questions
Ghost Calls
Email Spam
Transfer Call
Also document in:
Commerce
Chargebacks
Customer/Host complaint (if an order number is provided)
CMF
Customer/Host complaint (No order number is provided)
Consultant profile changes
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
Examples:
Any changes to the Consultant’s profile (including payments made through Prowess, group changes, and for PH Mexico: inquiries about changing from wholesale discount Consultant to earnings Consultant)
Questions about the Automatic Toolkit Product availability inquiries
Product availability inquiries
Ghost Calls
Spam emails (only for the Email Support team)
Other inquiries
For example:
Employment verification for previous Princess House employee or a Independent Consultant.
Request to resend their 1099
Request to speak to a different department (marketing, finance, etc.)
Form:
Returns Customer Service
Available options:
Item Exchange
Refund
Half-Price Replacement
Credit Redemption
Item Replacement
Also document in:
Commerce Manager
Any change made through Commerce must be documented (if the original order number was provided and also in the new order number, when applicable).
Always leave a note in Commerce if a change, replacement, refund, and/or reshipment is processed.
Always leave a note in Commerce if damage and/or missing item or package is reported.
CMF
Only when exceptions or accommodations are made for the Consultant
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
Examples:
Questions on how to return an item
Questions about reshipment status (received or returned)
Inquiries about refunds and/or manual refunds
Inquiries about items requesting refunds, exchanges, credit redemptions, half-price replacements, or replacements
Form:
Incentive/Contest/Trips
Available options:
Bright Beginnings
Senior Consultant
Circle of Excellence
Incentive trip
Cash for Conference
Leader Conference
Promotion Extravaganza
Special Period Promotion
Team Growth Rewards
Also document in:
Zendesk only
*Documentation is not specific to a form, but rather to the process that was followed during the interaction.
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