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CHINESE NEW YEAR DELAYS
Every year, the chinese have an extended period of time off for their New Year. This usually takes place over the whole month of February.
Most suppliers will shut down during this period meaning we experience shipping delays
We inform customers of the delays here:
Banner at top of website
Ord...
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CUSTOMER SUPPORT OVERVIEW
We offer email and facebook messenger support to our customers Mon-Sat year round (apart from Christmas Day & New Years Day)
We have an automated message setup on our Facebook page asking everyone who messages us to send an email instead
This helps keep all support in once place
We have p...
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HELPDESK SOFTWARE TAGS
When an email is received from a customer, the first person that deals with it must assign tags to summarize the content
This avoids other staff from having to scroll through message history to understand what an email is about and what has already been done
Tags should be assigned in the follo...
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PRODUCT ISSUES
Sometimes we will have customer service issues with products:
Faults
Quality
Packaging issues
Shipping issues
If you notice we are getting complaints from customers about the same issue with a product you MUST notify us immediately on the #productissues channel in Slack
Tell us the product name...
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STORE ISSUES
STORE ISSUES
Sometimes we will have issues with our stores
These can be discount codes not working, slow to load, errors etc.
If you notice we are getting complaints/notifications from customers about the same issue on any of our stores you MUST notify us immediately on the #storeissues channe...