August 2024 AnnouncementsUpdated a year ago

Week of August 12- August 18, 2024 Announcements

August 13, 2024:

• TheraFace Mask Escalations:

  Effective immediately, please discontinue escalating TheraFace Mask return requests to the Therabody Internal Team. We can now revert to our standard warranty return procedures. [Click here for the procedure.]

  Please remember to escalate any moderate and critical tickets as usual. [Click here for the procedure.]

August 12, 2024:

• Unauthorized Retailer (20% discount):

  Effective immediately we will no longer be providing customers who purchased from unauthorized retailers with a discount code. The Warranty: Declined- Unauthorized Retailer 20% Discount will now be modified to simply Warranty: Declined- Unauthorized Retailer.

• Issuing Discount Codes:

  Agents will now be required to include the customer's original order number (if applicable) as well as the reason the code is being issued. Reason of issuance is required and should never be skipped when completing the discount code sheet.

• Discount Code Cap: Codes are limited to 1 per customer, per order. Agents must confirm that the order they are issuing a code for is not on the discount code sheet.

• Ticket Field: We now have a Discount Issued ticket field in Gorgias. Agents must select yes or no when applicable 

• Terms and conditions: We have included "Additional Restrictions may apply" to our discount macros. While we outline additional restrictions to our codes, for now we can assume that if a code is not applying to specific products, but is to others, we can assume that it is apart of the additional restricted items. 

• Father's Day Sale:  ANZ Father Day sale begins. Details can be found here. 

Week of August 5- August 11, 2024 Announcements

August 10, 2024:

• Back to School Sale:  US Back to School sale ends. Details can be found here. 

August 8, 2024:

• Back to School Sale:  CA Back to School sale ends. Details can be found here. 

August 7, 2024:

• Feedback Article: We are happy to announce the launch of our Feedback/ Suggestion form. This can be found in our Announcement section or by clicking here.
• Reminder: Final Sale items are marked as such on both the item page and in customer shopping cart

August 6, 2024:

• Netsuite: "Suspected Fraud" orders will now display a red banner as a Fraud Alert in NetSuite.

August 5, 2024:

• Slack: The use of slack has discontinued. please be sure to make actionable requests for a ticket, on the tickets internal notes. Anything outside of ticket requests, be sure to reach out to your team lead.

Week of July 29- August 4, 2024 Announcements

August 4, 2024:

• Back to School Sale:  US Back to School sale Begins. Details can be found here. 

August 2, 2024:

• TheraFace GWP:
  
  • Free facial cleanser with purchase 
  • Item will auto add to cart
  • Additional details to come

• Warranty Claim Processing: Be sure to troubleshoot where possible prior to obtaining customer proof of purchase. Regardless of warranty status or place of purchase, we want to be provide everyone with as much support as possible when possible. If troubleshooting steps fail, then we should proceed with possible warranty claim

• Macros
  • Reminder: Please DO NOT edit Macros until they have been applied to your internal note or email. Macro edits and requests must be requested and escalated to management. From there Jazmynne will process any updates. 
  • New:
    • Warranty: Declined- Unauthorized Retailer 20% Discount
  • Internal Note Macro: Minor updates
    • Refund Requested/ Refund Issued:  When submitting for processing via internal note, be sure to select CSR- Refund Requested and CSR- Refund Issued (based on the process you are doing)
  • Back to School Sale:  CA Back to School sale Begins. Details can be found here. 

August 1, 2024:

• Temporary Processes:
  
  • Return Processing:  When customers reach out regarding a status update on their return agents should do the following:
    • Track Return
      • If return shows delivery to the intended destination, process accordingly (process replacement, request refund)
      • If return shows that it is still in transit, remind customer of the return process times outlined in the previously provided email.
• Article updates:
  • Possible Fraud Ticket Types: now includes Lost/Stolen Package Requests. See changes here
• Unsubscribe Requests: You may see tickets that simply state 'Stop' or 'Unsubscribe', be sure to assign these to Jazmynne for now
• Macros:
  • Reminders: Please DO NOT edit Macros until they have been applied to your internal note or email. Macro edits must be requested and escalated to management.
  • Updates:
    • TheraFace Conductive Gel: Unavailable for Purchase:  Should be used when customer reach out regarding wanting to purchase the Conductive Gel in a region it is not sold