We Care

STANDARD OPERATING
PROCEDURE

Tarang Desai
tarang@groupbayport.com
 Customer Service SOP

Table of Contents
EVERYTHING THAT I NEED TO KNOW....................................................................................................3
REITERATION OF RULES AND REGULATIONS IN WECARE DEPARTMENT...............................................3
E-MAIL TICKET GUIDELINES...................................................................................................................4
ORDER FOLLOW-UP...............................................................................................................................5
Callback Request:-.............................................................................................................................6
Artwork Sent.....................................................................................................................................6
Low Resolution File..........................................................................................................................7
Payment Requested...........................................................................................................................7
File Missing.......................................................................................................................................7
Designer Comment............................................................................................................................8
ORDER STATUS UPDATES...............................................................................................................8
Artwork Approved.............................................................................................................................8
Payment Received.............................................................................................................................8
Customer Comments.........................................................................................................................9
Artwork Approved (LR)....................................................................................................................9
On Hold...........................................................................................................................................10
Un-Hold...........................................................................................................................................10
Order Problem.................................................................................................................................10
ORDER CHANGES............................................................................................................................10
Change Shipping Address................................................................................................................10
Add Item..........................................................................................................................................11
Edit Item..........................................................................................................................................11
Delete Item......................................................................................................................................12
Change Product...............................................................................................................................12
Cancel Order....................................................................................................................................13
BILLING.............................................................................................................................................13
Invoice.............................................................................................................................................13
Store Credit.....................................................................................................................................13
Reship (Only authorized personnel)................................................................................................13
Refund.............................................................................................................................................14
INTERNAL PROCEDURES..............................................................................................................14
Production related questions:...........................................................................................................14
Expedite Design (Proofs)..................................................................................................................14
Expedite Tickets (Feedback)............................................................................................................14

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 Customer Service SOP

Expedite Refund..............................................................................................................................14
How to open a ticket (Click here for the video)...............................................................................15
Early / late delivery..........................................................................................................................15
Send PayPal link..............................................................................................................................15
Verify PayPal Payment....................................................................................................................16
Unsubscribe.....................................................................................................................................16
In Recreation...................................................................................................................................16
Product not offered (BB / BOS).......................................................................................................16
LOGISTICS........................................................................................................................................17
Update Shipment.............................................................................................................................17
Multiple Shipping Addresses...........................................................................................................17
Combine Shipment..........................................................................................................................17
Delay...............................................................................................................................................17
Expedite Delivery............................................................................................................................18
Reroute............................................................................................................................................18
Package Lost....................................................................................................................................18
Customer not available (current status on tracking page)................................................................18
Missing scans" (FedEx)...................................................................................................................19
OTHER WORKFLOWS.....................................................................................................................20
Product FAQ....................................................................................................................................20
Contact Form...................................................................................................................................20
Dealer Registration (BB only).........................................................................................................20
Quote...............................................................................................................................................21
Sample kit........................................................................................................................................21
PayPal/BrainTree/Amazon Disputes/apple pay/Amex....................................................................21
Tax inquiry communication.............................................................................................................21
Reorder............................................................................................................................................21
Bulk / very large order inquiry (BB / BOS / COV)..........................................................................22
ESCALATION (TICKETING)...........................................................................................................23
Basics..............................................................................................................................................23
TAT.................................................................................................................................................23
BB/BOS/CO Errors.........................................................................................................................23

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 Customer Service SOP

EVERYTHING THAT I NEED TO KNOW

 Everything that you need to know about GroupBayport
 Everything that you need to know about the WeCare
 For reaching out to the different department, please refer Escalation article
 We have got an administration team who makes sure that everything is the office is up to update. But
sometimes there might be an issue, and the team has no information. It is our responsibility to notify. For
anything in the office not working usually should be reported here
 We would love to hear your thoughts or feedback on how we can improve your experience!
 Every quarter we’ll open the employee review form so that we can stay updated on what an organisation
can do the best to offer a great working environment. It should be an individual’s responsibility to provide
feedback in Googleform
 For one day leave, you need to notify us 4 days prior, and for more than a day’s holiday, it has to be
updated 7 days earlier. If there is anything planned, don’t need to wait for days to come. Please fill in the
Googleform
 How to communicate in order
o Always use the Ref. Order No. for internal communication
o Always use the Order No. for customer communication
 Before you end the day
o Turn off Intelliassign on FreshDesk 20 mins before the end of shift (with Team Coach/Manager’s
approval)
o Turn off Intelliassign on FreshChat 10 mins before the end of shift (with Team Coach / Manager
approval)
o Turn off Intelliassign on FreshCaller 5 mins before the end of shift (with Team Coach / Manager
approval)
o It would be the individual’s responsibility to make sure that there are no Unresolved tickets
assigned to their account when they sign off. (FRESHDESK >> TICKETS >> Agent = ME, Status
= All unresolved)
 This SOP has been drafted with a conscious attempt to keep it applicable to all products & processes.
However, some deviation is possible given the scope of our business. Though most exceptions have been
noted, when in doubt the associate should check with a senior.

REITERATION OF RULES AND REGULATIONS IN

WECARE DEPARTMENT
 I would like to reiterate below rules and regulations for the WeCare department, which is approved by the
management and has to adhere. Feel free to hold a conversation with Tarang or HR Team in case there is
anything which needs clarification
 Every employee in the WeCare department is entitled to 45 minutes of an overall break in the shift. 30
minutes for Lunch / Dinner Break and 15 minutes for a restroom break. (30 minutes of lunch or dinner
break can't be split or clubbed with 15 Minutes of a Loo break.)
 No pictures or personal stuff on desks will be allowed. We have lockers on the floor all personal stuff can
be kept there
 No own wallpapers to be installed as wallpaper or screensaver on the company systems
 No eating at desks will be allowed on the floor
 All break timings will be monitored
 No mobile phone usage will be allowed during the shift except for few who are authorized
 Mobile phones have to be kept in the lockers and only be removed during 30 Minutes lunch/dinner break
time
 Phones for the emergency purpose can be used but with prior approval of Team Coach or Shift Manager
 For Mobile found on floor Action
 As work demands, Mobile phones on the floors will not be acceptable. No one except designated persons will
be allowed to use their mobile phones on the floor. Using a mobile phone on the floor will be viewed as an
offence which will not be tolerated and would attract the following disciplinary actions
o First Instance – Verbal warning followed by an e-mail from designated Shift Manager
o Second Instance – E-mail from department head warning about consequences

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 Customer Service SOP
o Third Instance – HR’s Intervention and suitable punitive actions will be taken, resulting in a memo
or even termination in extreme cases
 At the time of emergency, office phone numbers are to be used. +91-9724000654 or +91-79-27540645 can
be given to the family members only. (Only incoming calls for passing the information) Company’s phone
can't be used for personal calling. (Unless Emergency)
o Anytime 9 hrs shift will be given during the week with alternating one day and two days off
according to HR policy. (Shift may be rotational or static depending on the requirement. Girls
anytime between 0700 – 2100 if attending office. For girls working from home anytime. For boys
anytime in office or working from home)
o Split shift (4.5 hours each in two different slots) may be requested / allocated on need basis.
o Twice a week if required during the shift hours, the Team Coach or Shift Manager can ask to
stretch for another couple of hours based on the requirement. (It would not be more than 12 hrs
and not beyond 9 PM for Girls if in office)
o If Training happens to be scheduled on agent’s weekly off, it has to be attended; reporting time for
said training is 10 minutes before the scheduled start time. No compensatory off will be provided.
However, overtime will be calculated per HR policy.
o Active working hours on the floor have to be 8:15 hours in a 9-hour shift. Hours will be calculated
based on Freshdesk OR Work Composer data - whichever is lesser.
o Avoid loitering on the floor; do not have long personal conversations with anyone.
o For one day leave, you need to notify us 4 days prior, and for more than a day’s holiday, it has to
be updated 7 days earlier. Else the vacation would not be approved and will be considered an
unscheduled leave. (In case of emergency it would be Team Lead, and Managers call to accept it
or not subject to Manager’s Approval considering workload and availability of resources.)
 Single Day of No Call / No Show: -
Escalated to HR and HR would take a call on the issue. (NO WHATSAPP MESSAGES to be entertained.
Please make sure that you call your Shift Manager. If your Shift Manager is unavailable call on Office Circle
One Phone asking for the Shift Manager available in the shift. If not can talk with Team Coach)
 Early reporting to shift timings.
Employees are expected to report 15 minutes early for their respective shifts. Multiple failures to this might
result in action that would be taken by Team Leader or Team Coach
 Downloading any stuff from the internet is strictly prohibited if found disciplinary action would be initiated
 Using a mobile or USB stick with the system is strictly prohibited without prior approval for the same can't
be used if found would be taken as a disciplinary action
 Anybody found calling/chatting via Google Hangout (company or personal) or any other medium outside of
office from the company PC or Laptop will be considered as non-adherence of the company policies strict
disciplinary action will be initiated
 Using office Wi-Fi on the personal device unless authorised would lead to disciplinary action
 Carrying a shared office laptop out of the office without permission will not be encouraged
 Everybody has to use biometric authentication while entering or leaving the customer service floor. Failed
to do so would result in disciplinary action. (Your 8:15 Minutes would be calculated on this)
 Unless and until asked or permitted browsing any Audio or video website doing so will attract strict
disciplinary action

E-MAIL TICKET GUIDELINES

 The customers can reach us via e-mail at these email addresses
 Tickets to be answered within 6 hours and resolved within 24 hours (Group SALES & ALERTS)
 Tickets for the vendor team to be resolved within 3 hours (Group PRODUCT MANAGEMENT)
 Tickets for the escalation team to be answered in 24 hours and resolved within 48 hours (Group
FEEDBACK)
 Veeni Mahant will be handling social media (Group SOCIAL MEDIA) tickets. The tickets are to be
answered within 24 hours max and resolved within 48 hours. Someone else would be responsible during
unavailability of Veeni Mahant. The following should also be assigned to Veeni in the SOCIAL MEDIA
group:
o We have responded on their review (Website / Sitejabber etc) and the customer replies with
additional arguments
o The customer threatens to post a negative review
 No pending tickets on (Group REPORTS) and UNASSIGNED for more than 30 minutes

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 Customer Service SOP
o Follow-up Tickets to be downloaded and uploaded by CSLEADS
 While sending a new e-mail from FreshDesk to customer
o Never use support@designprintbannerllc.freshdesk.com and select an appropriate e-mail from the
dropdown
o If you’re using canned response always make sure that replacement text such as “INSERT LINK”,
“DESIGNER COMMENT”, “***ANYTHING***”, .etc are removed
 While creating a new ticket from FreshDesk for internal communication
o Always use your e-mail id in Contact
o Tickets created Ex. Multiple shipment, PayPal, Requesting Refund, .etc. is the individual's
responsibility to get it cleared in due time
 Tickets for PayPal Disputes to be reassigned to Amit Patel in the same Group
 BBB / Google Trusted Store to be reassigned to Veeni Mahant in the same Group
 E-mails should not be sent or forwarded from any e-mail id in FreshDesk to the WECARE team Group.
Group e-mails are
o wecare@bannerbuzz.com is the WeCare Group
o coversandall@bannerbuzz.com is the COV Pre-Production Group
o wecareleads@bannerbuzz.com is the WeCare Management’s Group
 E-mails from companies approaching for selling their products or becoming our vendor to be forwarded to
pranav.parmar@bannerbuzz.com and himanshu@bannerbuzz.com and should be resolved with Execute
Scenarios “MARKETING E-MAIL”
 E-mails from companies like Zomoto, Amazon. .etc (Shopping, Food, Fashion websites, .etc) sending
promotional e-mails should be UNSUBSCRIBED and should be RESOLVED with Execute Scenarios
“IRRELEVANT E-MAIL”
 Whenever there is a call, chat or e-mail where the customer is asking for sponsorship should be reassigned
to Ambrish Rai in the same Group. He'll get back to the customer within 24 hours
 Tickets regarding a complaint should be kept Open and reassigned to the FEEDBACK Group, whether
images are provided or not
o Tickets from COV to be reassigned to Sanjay
o Tickets from BannerBuzz to be reassigned to Sanjay
o Tickets from BestOfSigns to be reassigned to Sanjay
 Make sure to type in the FreshDesk ticket no. in admin for any updates along with the hyperlink
o To hyperlink select the word and press “Ctrl + K” and you’ll find the option to add the URL
 Where it states only the LOB (Line Of Business) consider for all countries associated with it. (Ex. If it is
only BB it would include domains USA, CA, AU, NZ & UK)

ORDER FOLLOW-UP
 Phone follow up should be done between 0900 to 1900 hours local time only. We’ll not do follow up on
Sundays except priority given by other departments
 Follow up e-mails and calls should be completed daily
1. Follow up e-mails for BB USA, UK, CA, BOS, COV & CO in the morning shift along with
follow-up calls to CO (1200 - 1500 hours) & UK (1500 - 1800 hours)
2. Follow up e-mails for BB AU & NZ to be done in night shift along with follow-up calls to USA,
CA, BOS, COV (2100 – 0300 hours), NZ (0300 – 0500 hours) and AU (0500 – 0800 hours)
 Report notification E-mails with order nos. and links are received on reports@bannerbuzz.com for order
statuses and domains as below
o Artwork sent (BB, BOS)
o LR File (BB, BOS)
o Payment requested (BB, BOS)
o File missing (BB, BOS)
o Designer comment (BB, BOS, COV)
 CSLEADS would copy-paste the data in the follow-up sheet

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 Customer Service SOP

Callback Request:-
 If the customer is requesting callback at a particular time you can update the status of the
ticket as “CALLBACK REQUESTED” and assign it to “CSLEADS”.
 The CSLEADS will ensure the ticket assignment to the executive available in the shift
 There is an option of To-Do with date and time which the executive will update once the
ticket is assgined
 Once successful in the conversation can go ahead and close the ticket

E-MAIL FOLLOWUP

1. Open the order on admin and verify the current order status
2. If the order status has changed, do not follow up and update the spreadsheet
a. In Column E-mail as Not Required
b. In Column Status as Changed
c. In Column E-mail Done by select Your Name
d. Phone follow-up is Not Required as the status has changed
3. If the order status is unchanged, send a follow-up e-mail from alerts@bannerbuzz.com /
alerts@bestofsigns.com / info@coversandall.com / cs@circleone.in and update the spreadsheet
a. In Column E-mail as Yes
b. In Column Status as Same
c. In Column E-mail Done by select Your Name
PHONE FOLLOWUP

1. Open the order on admin and verify the current order status
2. If the order status has changed, do not followup; just update the spreadsheet
a. In Column Call select Not Required
b. In Column Call Done by select Your Name
3. If the order status is unchanged, call the customer. Make sure that you choose appropriate calling no. before
you call out and update the spreadsheet
a. In Column Call select Appropriate Outcome
b. In Column Call Done by select Your Name
c. Mention the details in Comment
4. Call unanswered / voicemail: Add a comment on admin (using the same status)
a. Call answered: change the status accordingly and add a comment

Artwork Sent
1. Create a new e-mail in FreshDesk. Select “From e-mail address” as alerts@bannerbuzz.com /
alerts@bestofsigns.com / cs@circleone.in depending on the brand.
2. Select the template “*BannerBuzz Artwork Approval / BestOfSigns Artwork Approval / CircleOne
Artwork Approval”.
3. In the subject line, add the order number.
4. BB / BOS: In the e-mail body copy-paste the link from the follow-up sheet (where it says INSERT LINK)
5. CircleOne: Mention the details in DESIGNER COMMENT if any and attach artwork

Low Resolution File

1. Create a new e-mail in FreshDesk. Select “From e-mail address” as alerts@bannerbuzz.com /
alerts@bestofsigns.com / cs@circleone.in depending on the brand.
2. Select the template “*BannerBuzz LR Approval / BestOfSigns LR Approval / CircleOne LR
Approval”.
3. In the subject line, add the order number.
4. BB / BOS: In the e-mail body copy-paste the link from the follow-up sheet (where it says INSERT LINK)
5. CircleOne: Mention the details in DESIGNER COMMENT if any and attach artwork

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 Customer Service SOP
Payment Requested
1. Create a new e-mail in FreshDesk. Select “From e-mail address” as alerts@bannerbuzz.com /
alerts@bestofsigns.com / cs@circleone.in depending on the brand.
2. Select the template “*BannerBuzz Payment Requested / BestOfSigns Payment Requested / CircleOne
Payment Requested”.
3. In the subject line, add the order number.
4. BB / BOS: In the e-mail body copy-paste the link from the follow-up sheet (where it says INSERT LINK)
5. CircleOne: Only send the payment link email

File Missing
Verify on FreshDesk and driveHQ with the order no., customer’s name and e-mail address

 If files are found

1. Ensure that the upload date is recent
2. Check if the number of file(s) matches the number of items
3. If the file(s) are received on
a. If the files are received on DriveHQ mention the folder name in the order
b. Freshdesk, download the file in the folder ( \\192.168.4.250\qnap\FD_Files) with new
folder name "Order Reference<space>(DD-MM-YY)" and mention the location on
admin along with the comments
c. Sky Drive or any other source, mention files received via SOURCE NAME LINK on
admin along with the comments.
d. GoogleDrive needs to check if the access is provided or not
 Open the link in “Incognito Window” and enter the e-mail id where the file was
shared. If the access was provided, then it will ask you for the password. Create
a folder with ("Order Reference<space>(DD-MM-YY)"), and give the link to
WeCareLeads in FreshConnect to go ahead and download the file
 If the access was not provided, ask the customer to provide access on the e-mail
where we received the file
e. For agents WFH:
 Go to the link  Freshdesk Files
 Click on "NEW"
 Select "FILE UPLOAD"
 Once uploaded right-click on the file, and select "Get a link",
 Copy the link and update on Admin.
(If there are multiple files, zip them before uploading)
4. Update the order status to “PROCESSING”. Make sure both ‘Visible on the front end’ and
‘Notify Customer’ boxes are not (Checked).

 If files are not found,

1. Create a new e-mail in FreshDesk. Select “From e-mail address” as alerts@bannerbuzz.com /
alerts@bestofsigns.com / cs@circleone.in depending on the brand.
2. Select the template “*BannerBuzz File Missing / BestOfSigns File Missing / CircleOne File
Missing”.
3. In the subject line, add the order number.
4. Simply send

Designer Comment
1. Create a new e-mail in FreshDesk. Select “From e-mail address” as alerts@bannerbuzz.com /
alerts@bestofsigns.com / cs@circleone.in / info@coversandall.com depending on the brand.
2. Select the template “*BannerBuzz Designer Comment / BestOfSigns Designer Comment / CircleOne
Designer Comment / CoversAndAll Designer Comment”.
3. In the subject line, add the order number.
4. In the e-mail body Copy Paste the link from follow-up sheet where it says INSERT LINK (BannerBuzz /
BestofSigns) / For CircleOne / Covers&All mention details in “DESIGNER COMMENT” and attach
artwork if any

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 Customer Service SOP
ORDER STATUS UPDATES
Artwork Approved
Payment received
1. Change the order status to “ARTWORK APPROVED”. Type in the comment “Approved via e-mail /
chat / phone”. If there is any particular comment mentioned by the customer, add it. Make sure both
‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked).
2. In the case of an e-mail, respond using the canned text “Artwork Approved” make sure to address
concerns

Payment pending
1. Change the order status to “ARTWORK APPROVED”. Type in the comment “Approved via e-mail /
chat / phone”. If there any particular comment mentioned by the customer, add it. Make sure both ‘Visible
on the front end’ and ‘Notify Customer’ boxes are (Checked)
2. Then change the order status to “PAYMENT REQUESTED”, make sure both ‘Visible on the front end’
and ‘Notify Customer’ boxes are (Checked)
3. In the case of an e-mail, respond using the canned text “Artwork Approved Payment Requested” make
sure to address concerns

Payment Received
Paypal
1. Change the order status to “PAYMENT RECEIVED”. Add the transaction ID and amount in the comment
section (Transaction ID can be located in FreshDesk by searching with the e-mail ID). Make sure both
‘Visible on the front end’, ‘Notify Customer’ and ‘Payment Received’ boxes are (Checked)
2. If the previous order status was anything except “PAYMENT REQUESTED” or “ARTWORK
APPROVED” re-use the same order status after “PAYMENT RECEIVED” update. Add the transaction
ID and amount in the comment section (Transaction ID can be located in FreshDesk by searching with the
e-mail ID). Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked).
3. In the case of an e-mail, respond using the canned text “Payment Received” make sure to address concerns

Admin
*(Customer would only come for confirmation that if we’ve received the payment)
1. For payments done from the website
2. Check admin for the payment (If there is a transaction id then we have the amount)
3. In the case of an e-mail, respond using the canned text “Payment Received” make sure to address concerns

Customer Comments
(this includes proof request, new proof request, file missing / new file received)

Understand the changes requested.

For changes:
1. Change the order status to “CUSTOMER COMMENTS” if the proofs were previously sent out
2. If the order status of the is “PROCESSING”, “IN RECREATION” or “FILE MISSING”,
change the order status to “PROCESSING”, mentioning the comment in detail. Make sure both
‘Visible on the front end’ and ‘Notify Customer’ boxes are not (Checked).
3. If the file(s) are received on
a) If the files are received on DriveHQ mention the folder name in the order
b) Freshdesk, download the file in the folder ( \\192.168.4.250\qnap\FD_Files) with new
folder name "Order Reference<space>(DD-MM-YY)" and mention the location on
admin along with the comments
c) Sky Drive or any other source, mention files received via SOURCE NAME LINK on
admin along with the comments.
d) GoogleDrive needs to check if the access is provided or not
i. Open the link in “Incognito Window” and enter the e-mail id where the file was
shared. If the access was provided, then it will ask you for the password. Create
a folder (\\192.168.4.250\qnap\FD_Files) with ("Order

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 Customer Service SOP
Reference<space>(DD-MM-YY)"), and give the link to WeCareLeads in
FreshConnect to go ahead and download the file
ii. If the access was not provided, ask the customer to provide access on the e-mail
where we received the file

For complex changes:

Call
1. Transfer the call to a designer/pre-production team member
2. If a designer/pre-production team member is not available, offer a callback
3. If the customer is unwilling, request them to e-mail the desired changes at alerts@bannerbuzz.com
/ alerts@bestofsigns.com / info@coversandall.com / cs@circleone.in

Chat / E-mail
1. On chat, ask the customer to share their contact number and request a designer/pre-production
team to call
2. In the case of an e-mail, respond using canned text “Customer Comments”

Artwork Approved (LR)

Payment due
1. Change the order status to “ARTWORK APPROVED (LR)”, type in the comment box “LR approved
via e-mail / chat / phone”. If there are any particular comments mentioned by the customer, add that as
well. Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked).
2. Next, change the order status to “PAYMENT REQUESTED”, make sure both ‘Visible on the front end’
and ‘Notify Customer’ boxes are (Checked)
3. In the case of an e-mail, respond using the canned text “LR Artwork Approved Payment Requested”

Paid Order
1. Change the order status to “ARTWORK APPROVED (LR)”, type in the comment box “LR approved
via e-mail / chat / phone”. If there are any particular comments mentioned by the customer, add that as
well. Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked).
2. In the case of an e-mail, respond using the canned text “LR Artwork Approved”

On Hold
Customer request
1. Change the order status to “ON HOLD”. Type in the comment box “via e-mail / chat / phone” (in the case
of an e-mail, copy-paste the e-mail as well). Make sure both ‘Visible on the front end’ and ‘Notify
Customer’ boxes are (Checked)
2. E-mail the customer using the canned text “On hold - Customer request”

In-house / Vendor / Other delays

 Change the order status to “ON HOLD”. Copy-paste the e-mail sent to the customer in the admin comment
box. Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked)
o For production or vendor delay, e-mail the canned text “Order delayed and on hold”
o For other reasons, e-mail the canned text “On hold (1 liner)”

Un-Hold
Change the order status to the previous status and type in the comment "via e-mail / chat / phone". If there are
any particular comments mentioned by the customer, add those as well. Make sure both ‘Visible on the front
end’ and ‘Notify Customer’ boxes are (Checked)

Order Problem
Only feedback (no demands)
 E-mail the customer (for calls / chat) / respond to e-mail – using the appropriate canned text “Negative
feedback”
 If feedback is about product and status is PRINTED & SHIPPED, change status to ORDER PROBLEM
and type short note and ticket number. ‘Visible on the front end’ and ‘Notify Customer’ boxes are not
(Checked)

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 Customer Service SOP
Complaint (demanding a resolution)
 Change the order status to “ORDER PROBLEM” with a detailed description. ‘Visible on the front end’
and ‘Notify Customer’ boxes are not (Checked)
 Calls: advise customer to sign in to their account and raise a ticket with relevant pictures.
 Chats: advise customer to sign in to their account and raise a ticket with relevant pictures. If they hesitate
or are not happy with the request made than ask for pictures (if relevant) and advise our Feedback team will
investigate and revert. Leave ticket OPEN and assign to FEEDBACK Group
 E-mails: do not reply. Leave ticket OPEN and assign to FEEDBACK Group
o Tickets from COV to be reassigned to Sanjay
o Tickets from BannerBuzz to be reassigned to Sanjay
o Tickets from BestOfSigns to be reassigned to Sanjay
 Make sure to type in the FreshDesk ticket no. in admin for any updates along with the hyperlink
o To hyperlink select the word and press “Ctrl + K” and you’ll find the option to add the URL

ORDER CHANGES
Change Shipping Address
Before “In Production”
 On-Call
o Ensure that the new address is not an APO, FPO or PO box address
o Edit the address on the order and send a confirmation e-mail to the customer pasting the full new
address from admin field
o Add a comment (keeping the current order status) mentioning new address update.

 On chat or e-mail can go ahead with the changes.

o Ensure that the new address is not an APO, FPO or PO box address
o Edit the address on the order and reply to the customer pasting the full new address from admin
field
o Add a comment (keeping the current order status) mentioning new address update

After “In Production” but before “Packed”

o Ensure that the new address is not an APO, FPO or PO box address
o Edit the address on the order and send a confirmation e-mail to the customer pasting the full new
address from admin field
o Add a comment (keeping the current order status) mentioning new address update.

Packed
Check on bannerbuzz.ordertracking@groupbayport.com for BB, BOS & COV with the Ref. Order No.

Do not commit that we can change the shipping address, say “the shipment has already been generated, but we
will try.”

1. Confirm with the logistics team over the phone, open a ticket in FreshDesk for the logistics team if the
package has not been shipped
2. Click on ‘Edit’ in the Shipping Address section on admin and update the address
3. Add a comment (keeping the current order status) mentioning new address update
4. If the shipment has already generated, follow the “Reroute” procedure

Add Item
1. Ensure the order has not moved into production
2. Advise the customer of the additional cost and confirm it is okay with them
3. Advise the delivery date may change after adding the item; they will receive an email notification.
4. On Admin, click on ‘Add New Item’
5. Select Category (Product, size, quantity and mention if there are any particular comments)
6. ADD TO CART
7. Explain that payment can be made online

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 Customer Service SOP
8. Change the order status to ‘CUSTOMER COMMENTS’ and type in “Product No. _ added, file on
orders / Drive HQ / FreshDesk Link ” Make sure both ‘Visible on the front end’ and ‘Notify Customer’
boxes are (Checked)
9. If the file has not been received: Ask the customer to send the artwork for the new item
 Change the order status to “FILE MISSING” with the comment “Product No. _ added, waiting for
image” make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked)
 Not applicable for HARDWARE ONLY

Edit Item
Payment due
1. Check and Advise the customer if there is an additional cost and confirm it is okay with them
2. Click on “Edit” and make the necessary changes
3. Update Cart
4. Change the order status to ‘CUSTOMER COMMENTS’ and type in “Product No. _ edited with size /
quantity / finishing options “from “_” / to “_” ” Make sure both ‘Visible on the front end’ and ‘Notify
Customer’ boxes are (Checked)
5. Explain that payment can be made online

Paid Order
1. Ensure the order has not moved into production
2. Check and Advise the customer if there is an additional cost and confirm it is okay with them. If the new
price is lesser than the paid amount, calculate the difference and update the Googleform
3. Click on “Edit Options” and make the necessary changes
4. Update Cart
5. Change the order status to ‘CUSTOMER COMMENTS’ and type in “Product No. _ edited with size /
quantity / finishing options “from “_” / to “_” ” Make sure both ‘Visible on the front end’ and ‘Notify
Customer’ boxes are (Checked)
6. Advise the customer that payment can be made online

Delete Item
Payment due
1. Use ‘Delete Item’ to remove the item(s)
2. Using the last relevant order status, mention the deleted product(s) in the Comment box. Make sure both
‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked)

Paid Order
1. Ensure the order has not moved into production
2. Using the last relevant order status, mention the deleted product(s) in the Comment box. Make sure both
‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked)
3. Calculate the total price of the cancelled items and update the Googleform (for the cost of the cancelled
item)

Change Product
Payment due
1. Click on ‘Add New Item’
2. Remove the current product which the customer would like to replace with “Delete Item”
3. Explain that the payment can be made online
4. Change the order status to ‘CUSTOMER COMMENTS’ and type in “Product no. _ replaced with
Product no. _. Use the same file / New file on orders / Drive HQ” Make sure both ‘Visible on the front
end’ and ‘Notify Customer’ boxes are not (Checked)
5. If the file has not been received: ask the customer to send the artwork for the new item
 Change the order status to “FILE MISSING” with the comment “Product No. _ added waiting
for file” Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked)
 Not applicable for HARDWARE ONLY

Paid Order
1. Click on ‘Add New Item’

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 Customer Service SOP
2. Remove the current product which the customer would like to replace using “Delete Item”
o Select the quantity on the product which needs to be removed
o Make sure Refund Shipping, Adjustment Refund and Adjustment Fee is updated only if
required; else make sure that it is 0
o Click on “UPDATE QUANTITY”
o Select the Deparment to the best of your knowledge
o Add Comments “Product no. _ replaced with Product no. _”
o (Check) Refund to Store Credit and submit the Googleform
o Click on REFUND OFFLINE
i. If there is an excess amount submit the Googleform for refund and make sure that you
remove that amount from store credit
ii. If there are any additional charges, advise that the payment needs to be made online
3. Change the order status to ‘CUSTOMER COMMENTS’ and type in “Product no. _ replaced with
Product no. _. Use the same file / New file on orders / Drive HQ”. Make sure both ‘Visible on the front
end’ and ‘Notify Customer’ boxes are not  (Checked)
4. If the file has not been received: ask the customer to send the artwork for the new item
 Change the order status to “FILE MISSING” with the comment “Product No. _ added waiting
for file” Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked)
 Not applicable for HARDWARE ONLY

Cancel Order
Payment due
1. Update admin with “CANCELLED” order status. Update the comment section with “via e-mail / chat /
phone” mentioning the reason. Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are
(Checked)

Paid Order
1. Update admin with the “CANCELLED” order status if the order is not in production. Update the comment
section with “via e-mail / chat / phone” mentioning the reason. Make sure both ‘Visible on the front end’
and ‘Notify Customer’ boxes are (Checked)
a. When asked, select “Order is printed / Order is not printed” as appropriate
2. Update the Googleform
3. E-mail the customer (for calls and chat) / respond to e-mail – use the canned text “Refund”

BILLING
Invoice
 In the invoice, we can’t edit the billing address once paid (Only add the company’s name if it was not added
at the time of order placement)
 In the invoice, we can’t edit the shipping address once shipped
 We can add additional information required by the customer, e.g. VAT / GST no. and the company’s
address, “Paid in full”, discount & payment method (Amit Patel will do the alterations when requested)

Store Credit
BB /BOS/COV (Only authorized personnel)
1. Go to Admin > Marketing > Transactions
2. Click on "Add New Transaction"
3. Fill in the information requested
Website
Balance adjustment value (Put -ve marking in front of the amount if the amount is to be removed from store
credit)
Comment (visible for customer) If the customer is to be notified
Comment (visible for admin only) If the customer is not to be notified
4. Click on "Add Customers"
5. Search with the e-mail id
Check and click on "Add Selected Customers"
6. Click on "Save Transaction"

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 Customer Service SOP
7. Update the Googleform

Reship (Only authorized personnel)

1. Change the order status to “RESHIP”.
2. Check the box on the product(s) to be reshipped
3. Select the quantity and select department, add a detailed note explaining the reason for the reship
4. Attach all relevant pictures showing the error
5. Type “Ship by (DD-MM-YY)” date
6. Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are (Checked)
7. Update the Googleform
a. BB/BOS/CO - The dedicated Design team executive will review the order and change the order
status to “Reship – In production” and also place the relevant print files in the correct folder.
Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are not (Checked)
b. COV – The dedicated SolidWorks executive will review the order and change the order status to
“In production / Machine or Manual Cut” and also place the relevant cut files in the correct
folder. Make sure both ‘Visible on the front end’ and ‘Notify Customer’ boxes are not
(Checked)

Refund
Authorised personnel to issue a refund.

While submitting the refund request, agent should convey to the customer that this is a refund “request”

1. Update the details in Googleform

2. Update the status as “REQUESTING REFUND” in FreshDesk
3. Refund Team will check and RESOLVE the ticket in executives name once the refund is ISSUED or
REJECTED (If it is pending for more than 2 days make sure that you verify and RESOLVE it)
4. Refund Team will communicate with the customers on REJECTED cases explaining the reason for
rejecting the refund
5. If the customer responds it will be taken care by the executive attending the ticket

Cases like coupon code, upfront sales discount and delay in delivery where the agent is sure that refund should
be issued can go ahead and commit the same.

INTERNAL PROCEDURES
Production related questions:
 If there are no details on the product page, go to GoogleSheet and
1. In “Date” column use CTRL+;
2. In “Time” column use CTRL+Shift+;
3. In “Name” column mention your full name
4. In “Ticket Number” mention the ticket number with Hyperlink
5. In “Question” make sure you type in correct question
6. In “Category” make sure you select the proper category

Expedite Design (Proofs)

 We have a timeline of (Priority Overnight 2hrs, Priority 6hrs, Express 12hrs, Standard Ground
and SuperSaver 24hrs.) if the customer request for the proofs or any changes in current design
1. Executives will approach WeCareLeads
2. WeCareLeads will open a task in GoogleChat Group “CS-Design”
3. Assign it to Respective Lead available

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 Customer Service SOP

Expedite Tickets (Feedback)

 If a ticket is open and assigned to the feedback team but has not been attended, and the
customer is chasing for a resolution, set the ‘Priority’ of the ticket according to the urgency of
the case / customer’s dissatisfaction level
1. Low (24 hours)
2. Medium (18 hours)
3. High (8 hours)
4. Urgent (2 hours)

Expedite Refund
 Set the status to “REQUESTING REFUND” and set the ‘Priority’ of the ticket according to the
urgency of the case / customer’s dissatisfaction level
1. Low (24 hours)
2. Medium (18 hours)
3. High (9 hours)
4. Urgent (4 hours)

How to open a ticket (Click here for the video)

Set admin status to ORDER PROBLEM; add a comment summarizing the issue. Paste the
Freshdesk ticket number with hyperlink.
Advise the customer to sign in to their account to raise a ticket.
Make sure the requirements as listed below are communicated clearly

What to ask customers to include in the ticket

Incomplete Order Received: 

1. Pictures of the packaging
2. Missing product name and quantity
3. Picture of the taffeta label on each received product

Damaged Product:
1. Pictures of the packaging
2. Pictures of the product clearly showing the damage

Product malfunctioning / not as ordered:

1. Detailed description of the issue
2. Pictures of the product clearly demonstrating the problem

Color issue:
1. Pictures of the product taken in natural light

Size Issue (COV): 

1. Pictures showing the full cover skirted and showing the incorrect size with a tape measure
2. Pictures of the article / equipment being covered (if reference images were not provided on the
order)
NOTE: For ALL COV product issues, a picture of the taffeta label is mandatory. It is sewn on the
inside edge of the product.

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 Customer Service SOP
Early / late delivery
1. In the order find EXPEDITE ORDER (Only if the appropriate shipping date is not available in the
shipping method section. If possible ask the customer to upgrade or downgrade the shipping)
2. (Check) on Expedited Selection
3. From calendar select the date on which the order needs to be shipped out from our production unit
a) Make sure that you’ve checked Logistics ETA {DHL, FedEx, UPS} depending on location and
preferred carrier
4. Click on Update Expedited

Send PayPal link

1. Create a new ticket on Freshdesk. Type your e-mail address in the “Contact” field
2. Select the template “PayPal Link.”
3. In the subject line, add the order number.
4. In the Description section mention the details requested
5. Calls: E-mail the customer using the canned text “Customer PayPal.”
6. Chats / Emails: Reply to the customer using the canned text “Customer PayPal.”

Verify PayPal Payment

 When the customer says they have made the payment, search on FreshDesk for the PayPal confirmation. If
not able to locate confirm with Amit Patel <amit.patel@groupbayport.com> if we have the amount
o If the payment is made, update the Order with PAYMENT RECEIVED
o If the payment is not received, ask the customer to share the transaction ID

Unsubscribe
(To remove a customer’s e-mail address from our marketing mailing list)

 Fill in the GoogleSheet with Date, Requester Name, Subscribers E-mail ID and domain (BB US / BB AU /
BOS .etc)

In Recreation
If the customer sent the new file and the order status says “In recreation”:

1. Send an email to designleads@bannerbuzz.com with “Order Ref - Stop recreation” as the

subject
2. Change the order status to “Processing” and update the new file shared by the customer
a. If the files are received on DriveHQ mention the folder name
b. If the files are received via Freshdesk / other FTP, download the file in the folder (\\192.168.4.250\
qnap\FD_Files) with new folder name "Order Reference<space>(DD-MM-YY)" and mention
the path in the comment

Product not offered (BB / BOS)

If the customer inquires about a unique new product that we do not offer, but it is related to the
business, email seema.agal@groupbayport.com and parth.shah@groupbayport.com

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 Customer Service SOP

LOGISTICS
Package once shipped could be tracked on bannerbuzz.ordertracking@groupbayport.com

In case, the logistics team or the shipping carrier request coordination with the customer for more information
or any other reason, promptly e-mail the customer. Keep the carrier & logistics team updated whenever the
customer responds.

Update Shipment
1. Click on ‘Ship’
2. Select shipping carrier and add Tracking number(s)
3. (Checked) “E-mail Copy of Shipment”
4. ‘Submit Shipment’

Multiple Shipping Addresses

(when the customer wants to ship the order to multiple addresses)

1. Ensure the order is not in “PACKED” status

2. Every delivery would be calculated as an individual order. The customer would lose on a bulk quantity
discount.
a. If having a problem in the calculation, please contact a TC / Manager or senior CSR who’s aware
of the shipping calculation
3. Advise the customer of the shipping cost
a. If ready to pay: Follow “Send PayPal link” process
b. Unwilling to pay: Escalate the case to TC / Manager
4. Update the admin panel with “CUSTOMER COMMENTS” stating the addresses where the packages are
to be delivered along with the quantity details. Make sure both ‘Visible on the front end’ and ‘Notify
Customer’ boxes should be (Checked)
5. Update admin with the previous order status
6. Create a new ticket on Freshdesk. Type your e-mail address in the “CONTACT” field
7. Select the template “Multiple Shipment” and check relevant boxes (Design / Production / Logistics) based
on which departments need to work on it

Combine Shipment
1. Ensure the orders are not in “PACKED” status.
 If packed, we would not be able to combine the shipment
2. Update admin with “Ship with other order No” by entering the other order number
3. Follow the same process in the other order. E.g.:
 Order 1 should be updated as Ship with other Order No “order 2”
 Order 2 should be updated as Ship with other Order No “order 1”
4. Calculate the shipping accordingly and confirm with the customer for the amount to be paid extra or
refunded
 If the amount is to be refunded, then fill in the Googleform

Delay
If a customer wants to cancel or asks for compensation for delayed delivery, offer the below options in the
Order listed:

1. Shipping downgrade to next available shipping method (refund the difference)

2. A full refund of the shipping fee
3. A full refund of the shipping fee + 15% of the product cost
4. If the customer is still unhappy after the 3 rd option is offered, escalate to a feedback team member, TC or
Manager.
5. For Escalation Team / TC or Managers:- If the customer is not convinced and insists, advise the customer to
decline the package and then contact us for a full refund

Expedite Delivery
(timely delivery or early delivery while in transit)

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 Customer Service SOP

Can also be used if the customer wants delivery after a particular date (for instance when
they are on vacation).
Yes, we can do that and the escalation should be on the same email address. However, there
is no guaranty that the FedEx will follow. The package will be delivered on the schedule date.
1. In case, the shipment appears to be delayed, or the tracking page shows an unreasonable date, e-mail the
shipping carrier.
 UPS: eugenea@ups.com
 DHL: IN.Caterpillar@dhl.com
 FedEx: fedex@bannerbuzz.com (No need to keep anyone in cc)
2. Use the canned text “Deliver by” and type in the date when the customer is requesting the delivery

Reroute
(only possible within the same country as the original destination)

1. Advise the customer that a reroute is not guaranteed, and in most cases, the first delivery attempt will be
made at the original address.
2. If on-call then take the address and confirm when sending e-mail for rerouting OR ask the customer to e-
mail us at alerts@bannerbuzz.com / alerts@bestofsigns.com / info@coversandall.com / cs@circleone.in
their new shipping address. If the customer was on chat or e-mail can go ahead rerouting.
3. Use canned text “Reroute Request Received”
4. Use the canned response “Reroute Package” to e-mail the carrier
 UPS: eugenea@ups.com
 DHL: IN.Caterpillar@dhl.com
 FedEx: fedex@bannerbuzz.com (No need to keep anyone in cc)
5. Use the last order status and update the request. (do not edit the shipping address)

Package Lost
1. E-mail the carrier
 UPS: eugenea@ups.com
 DHL: IN.Caterpillar@dhl.com
 FedEx: fedex@bannerbuzz.com (No need to keep anyone in cc)
2. Use canned text “Package Lost” and attach the artwork / product picture
3. E-mail the customer using the canned text “Package Lost Processed”

Customer not available (current status on tracking page)

(or if the customer says he was at home / carrier never attempted delivery)

UPS / DHL

1. E-mail the carrier asking to attempt delivery again (include any additional instructions provided by the
customer such as “leave near garage door”)
 UPS: eugenea@ups.com
 DHL: IN.Caterpillar@dhl.com
2. Advise customer we have escalated to our shipping partner
3. Tag ticket Other emails >> Logistics

FedEx

1. Check tracking page >> Shipment Facts; if it shows a door tag number advise customer to check door tag as
it will have instructions for rearranging delivery and/or the pick-up location
2. If the customer insists we handle it, or if no door tag, e-mail the carrier(include any additional instructions
provided by the customer such as “leave near garage door”)
 fedex@bannerbuzz.com (No need to keep anyone in cc)
3. Advise customer we have escalated to our shipping partner
4. Tag ticket Other emails >> Logistics

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 Customer Service SOP
Missing scans" (FedEx)
(sometimes FedEx IPD team replies saying package is missing scans, please provide additional info).

1. Do not forward to the logistics team.

2. Attach the table from Packing status (in case of multiple shipments tally shipping weight on
bannerbuzz.ordertracking@groupbayport.com and paste correct table)
3. If artwork available attach proof file of the missing product(s)

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 Customer Service SOP

OTHER WORKFLOWS
Product FAQ
(A new product question added by a customer on the product landing page will be delivered to sales@***.com
with the subject line ‘BannerBuzz “Domain” Product Question #**’)

1. Click on “EDIT TICKET DETAILS”

2. In Contact add the customer’s data
3. Note the product name and review the question carefully
4. If necessary, verify the answer with the relevant department
5. Respond on the same ticket
6. If the question is suitable for other customers visiting that product page, notify csleads by mentioning
@csleads in discussion
7. CS Leads:
 Ensure the answer is correct and can be relevant to other customers
 Click on the question text (it will be a hyperlink) to access the FAQ on admin
 Type the answer text only (without header / footer / "Dear Sir" / "Thank you")
 Select “Enabled” in the Status drop down menu and click on “Save”
 Go to the product page and confirm it is appearing correctly

Contact Form
Respond like a regular e-mail:

BannerBuzz

 A new Inquiry Form submitted by a customer for E-mail Topic: Sales will be delivered in the inbox
(sales@bannerbuzz.com) with the subject line ‘Contact Form: Sales: Subject’
 A new Inquiry Form submitted by a customer for E-mail Topic: Feedback will be delivered in the inbox
(feedback@bannerbuzz.com) with the subject line ‘Contact Form: Feedback: Subject’
 A new Inquiry Form submitted by a customer for E-mail Topic: Order Status will be delivered in the
inbox (sales@bannerbuzz.com) with the subject line ‘Contact Form: Order Status: Subject’
 Click on “EDIT TICKET DETAILS”
 In Contact add the customer’s data
 Reply in the same e-mail trail

Covers&ALL

 A new Inquiry Form submitted by a customer for E-mail Topic: Sales will be delivered in the inbox
(sales@coversandall.com) with the subject line ‘Contact Form: Sales: Subject’
 A new Inquiry Form submitted by a customer for E-mail Topic: Feedback will be delivered in the inbox
(feedback@coversandall.com) with the subject line ‘Contact Form: Feedback: Subject’
 A new Inquiry Form submitted by a customer for E-mail Topic: Order Status will be delivered in the
inbox (info@coversandall.com) with the subject line ‘Contact Form: Order Status: Subject’
 Reply in the same e-mail trail

Dealer Registration (BB only)

Note: for queries reassign the ticket to Bhagwant.gothra singh in Group BB / BOS SALES

 Navigate to the “Quick Links” and select “Dealer Registration” for more details
 Once we’ve the request verification of the account will be done and we’ll offer a discount anywhere
between 8-15%
o We’ll send the catalogue & the sample kit from India
 COV: Offline (no form on the website). Email the customer’s contact details to viral @coversandall.com
 BOS: we do not offer Dealer account

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 Customer Service SOP
Quote
 For any enquiry regarding pricing, the quotation should be sent through the “Instant Quote” form on the
website (Generate quote only if the quoted value is higher than $200)
 For customers inquiring to place order over the phone we will generate a quote and ask them to use the link
in the email. This link will add the products directly to the cart.
o For BB/BOS Navigate to the “Quick Links” and select “Instant Quote”
o For COV
1. Create your own account on COV (All Domains)
2. Once done, CSLeads will send an email to Krunal and the team to add executive into the
"Quotation Group"
3. Once the group is assigned to the executive, log in with their id, and will be able to see
the "Add quote" option on the product page
4. By clicking on "Add Quote" it will be redirected to the cart
5. The option of adding the email id and the name is available
 Populate as much of the customer’s data as is available

Sample kit
 Sample kit for BannerBuzz US is free, and for the rest of the countries, there is a shipping cost. Which
would be refunded to the customer when they place the order online
 Sample kit for Covers&All is free
 The sample kits would be shipped from India once the request is received
 The team will update admin
 Data to be populated into FreshSales manually
 Follow up after 7 days of dispatch

PayPal/BrainTree/Amazon Disputes/apple pay/Amex

 Amit Patel will investigate and respond to all the disputes
 Copy the response from dispute and paste it on Admin under “Order Problem”
o If the customer reaches out to the Escalation Team check with the Dispute and Chargeback Team
and if required reassign the ticket in their bucket.
 Add the details and track it in Googlesheet
 To check for disputes twice a week - Monday & Thursday

Tax inquiry communication

 How to process the order if they are tax exempt.
o Complete the order online and email your tax-exempt form along with the order number to
sales@***.com
o We will verify the form, process the refund and update once the refund is complete
o We’ll reassign the ticket to Matin and he’ll verify the form
 If the customer wants us to remove the taxes prior to ordering
o Ask the customer to create the account on our website
o Request for the Tax exempt form
o Update the admin with TaxJar Exemption Type > Wholesale
o TaxJar Exempt Regions Select ALL
o Click on “Save Customer”
 For Resellers ask the customer to fill in the “Reseller certificate” and share the
Registration certificate
o Tax will be handled by Matin
o Refund is taken care by Amit

Reorder
The ‘Reorder’ link appears in the ORDERS section in the customer’s account. (View Order >> Reorder)

 Advise the option is available for 6 months (BB/BOS) / indefinitely (COV) unless the original product page
has been modified or removed.

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 Customer Service SOP
 If the link is not available, the only option is to place a new order. Artwork should be uploaded with new
order (We preserve the artwork for past 6 months)
 Help the customer as necessary by comparing with the previous order.
 Advise the customer to mention the previous order number in the notes for reference.

Bulk / very large order inquiry (BB / BOS / COV)

Example: 100 banners / $200

 Generate quote
 Sales team (Ambrish / Anvesh) will follow it up

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 Customer Service SOP

ESCALATION (TICKETING)
Basics
 For any refund try to convert it to store credit, the refund will be our last resort.
 While opening a ticket if the customer has not uploaded the image of the product reply with “Ticket without
picture” canned response, and set the status in FreshDesk as WAITING ON CUSTOMER
 For reship, if the product was sent from CFM/GM/Atlanta then reship from the same vendor, and the ticket
should be reassigned to the Vendor Team.
 If the vendor is not at fault and not urgent, then process reship in-house (Provided can do it in the house). If
urgent, then reship from the vendor.s
 Ask for pictures only if an image is necessary to identify the error; use all possible means to investigate the
possibility of the mistake before insisting on a picture
 After 2 e-mail conversations, there should be a phone call to avoid lengthy communication and resolve the
issue.
 For any case where we have asked the customer to return the product to the US office, update admin notes.

TAT
 All tickets should be answered and resolved within 24 hrs
 If a response from Customer/Production/Vendor Team is pending for more than 24 hours, then follow up
and wait for another 24 hours. Still, if no response is received, take a call.

BB/BOS/CO Errors
Difference In Colour
 If the colour doesn’t match
a. Check if the customer has opted for PMS colour match (If he has opted for the same and the
colour is mismatch issue reship/store credit/refund)
b. If the customer has not chosen for PMS colour match (check the file received from the
customer’s end and verify with the design and production teams. If there was a colour mismatch
issue reship/store credit/refund)
i. If the production can’t provide the colours: Check if we can reship the product from vendor
and add a discussion for @rohan.h @rajesh set the status in FreshDesk as WAITING ON
THIRD PARTY.
ii. If the vendor can do the vendor team will place the order and update
iii. If the vendor is unable to provide the colour requested go ahead and issue refund/store
credit.
 If the customer is not looking for reshipping but is not satisfied with the product received, then offer
15% to 30% refund/store credit only if the customer wants to keep the product. Set status in FreshDesk
as RESOLVED.
 If somehow the customer is not happy and wishes to return the goods for money in the USA ask to ship
the product on their cost to our office. (Only if it is graphics with hardware or order value is above
$500).

Different Item / Incorrect Design

 Check the design file and print file, making sure that the customer comment/design/product change was
done as per the request. If any or none is correct, then issue reship/store credit/refund and set the status
in FreshDesk as RESOLVED.

Incorrect Size
 Check the measurements on admin for the mentioned product along with any comments for size change
requirement. If the customer requested it, then check if it was done. Confirm with the design and
production team. If it was not done and the customer has received the wrong size then issue reship /
store credit / refund. Set the status in FreshDesk as RESOLVED.
Damaged Product
 Only product image provided: Ask the customer for the image of the box package and set the status in
FreshDesk as WAITING ON CUSTOMER.

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 Customer Service SOP
 Both product and box image provided: issue reship/store credit/refund and set the status in FreshDesk as
RESOLVED.
 If the hardware is in excellent condition send a return label (if the USA only) and update the status in
FreshDesk as WAITING ON CUSTOMER. Issue refund/store credit after receiving the product.

Item Lost/Missing
 Check the order for in house and vendor products. If there were multiple packages from in house or vendor
track each package. For in house products, check the PACKED order status for more details in quantity.
o If one or more items are missing, check the image of the package for custom/logistics tapping. If
none still go ahead and issue a reship/store credit/refund.
o If the package is missing (E-mail logistics keeping the customer in a loop asking to open a tracer.)
Set status in FreshDesk as WAITING ON LOGISTICS. Once declared, lost from logistics issue
reship/store credit/refund.
o If the package is on the way, provide then customer tracking details. Set status in FreshDesk as
RESOLVED.
 If the customer is not ready to wait for the logistics tracer investigation, then go ahead and issue the reship
for orders < $100 and for orders > $100 need to wait for logistics response.

Received Someone Else Order

 Ask the customer for the image of shipment label along with product image and set the status in FreshDesk
as WAITING ON CUSTOMER.
1. Update the google sheet “Received Someone Else Order” and try to find out with whom the order
was replaced and make sure that we communicate with the other customer as well.
2. Request the customer that we’ll arrange a pickup (For USA region only) and keep the package
ready (If the order value is more than $200 else ship new order). For ROW check with Kaushal for
the charges and let him confirm if we will pick up or send the new package. Update the FreshDesk
ticket with “WAITING ON LOGISTICS”
3. If the customer is not ready or would not like to wait, issue a reship/store credit/refund and set the
status as RESOLVED.

Not Happy With The Product / Mistakenly Ordered The Product

 For USA region only advise the customer to return the hardware at their own cost. We will refund the
product cost only (shipping cost would not be refunded) and update the status in FreshDesk as WAITING
ON CUSTOMER.
 For (ROW) as we don’t have any provision; advise the customer that we don’t accept returns
 For customised product offer up to 30% refund or full store credit and set the status in FreshDesk as
WAITING ON CUSTOMER.
 If it is a high-value order discuss it with Manager/HOD and set the status in FreshDesk as PENDING

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