Handling Retail/Reset Store RequestsUpdated a year ago

1. Request Initiation

• Communication Channel: Retail/Reset stores will initiate contact via the proj-cx-retailstores Slack channel.
• Methods of Request: a. Jotform Application:Most requests will be submitted through a Jotform application designed for requesting assistance or providing feedback, including Return/Warranty requests.
  • Usage Note: Jotform is the sole form accepted for return requests.
  • Information Required:The Jotform will include:
    1. New submission to: Customer Issue/Feedback
    2. Applicant Name:
    3. Applicant Email:
    4. Store Location:
    5. Guest/Customer’s Name:
    6. Guest/Customer’s Email:
    7. Guest/Customer’s Phone Number:
    8. Detailed description of the issue or feedback, interaction details with the customer, and timeline of events.
    9. Proposed resolution for the client. b. Submission Forms: Upon submission via Jotform, CS review is required to determine necessary actions. c. Direct Messages: Direct messages within the proj-cx-retailstores channel may request CS assistance.

2. CS Review and Case Creation

• CS Response: CSRs will review each request and initiate a case if deemed necessary.

Important Considerations:

• Nature of Requests: a. CS will handle inquiries such as warranties (replacements), returns (refunds), reshipments (for approved/applicable lost in transit or missing items), invoices, etc. b. Some requests may not require CS intervention, such as process or product feedback, complaints, suggestions, etc.
• Duplicate Cases: a. CSRs are responsible for identifying and managing duplicate cases related to the same inquiry. If duplicates are found, consolidate information and proceed with resolution÷.