UPDATED SOP

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CHAT SUPPORT Templates

OPENING CHAT (no concern stated on chat) Hello (CX NAME). My name is (CSR Name). How can I help you? (has a concern stated on chat) Hello (CX NAME). My name is (CSR Name). I will be happy to assist you. In case we get disconnected can I please have your contact number? You can also reach us at 0290984462. I will be happy to help you with that. Please give me a few mins while I check on your order status. Please give me a few mins while I check for that product. Please give me a few mins ...

EBAY CONCERN

ALL eBay CONCERN - should be handled by Camille order update return exchange refund TIER 1 should educate customer to send their concern to orders@vehicle-accessories.com.au having their eBay ID or invoice ID as the subject and it will be attended to accordingly. Hi CX, My name is (agent). You have reached the sales department. To better assist you, you must send your concern to orders@vehicle-accessories.com.au having their order number or eBay ID as the subject and your concern will be a...

COMPLAINTS

COMPLAINTS ALL COMPLAINTS order update (multiple times) return exchange refund TIER 1 should educate customer to send their concern to orders@vehicle-accessories.com.au having their order number or eBay ID as the subject and it will be attended to accordingly. Hi CX, My name is (agent). You have reached the sales department. To better assist you, you must send your concern to orders@vehicle-accessories.com.au having their order number or eBay ID as the subject and your concern will be at...

REFUND REQUEST

TIER 1 - if we get a refund request to client automatically we direct them in sending the request to orders@vehicle-accessories.com.au and we will sort each ticket we get from Freshdesk. INTERNAL PROCESS: Need to assign to Camille or Danica. Must conduct investigation on reason for refund. Refund Process: --send an email to Brad stating reason for refund order number name of client items of order amount of the refund

eBay Sales Emails

Go to: https://www.mail.com/int/ User ID: bestpriceauto@mail.com Password: datsun56 Go to: www.ebay.com.au (http://www.ebay.com.au) User ID: b_p_auto Password: datsun88 ------------------------------------------------------------------------------------------------------------------------------------- STEPS: You need to login using the details above. Once logged in, go to "EMAIL" located on the top of the page. On the left hand side, click on "eBay sales". PLEASE NOTE: Aside from Gio...

Email Templates

Installation Request Hello (CX name), Thank you much for your interest in our products/services. Please see quote details below. You can rest assure that you are getting the best and most convenient hassle free fitting service. We will do the install at your location (Installation Location/Address). Vehicle Make: Vehicle Model: Vehicle Year: Required Product Info: (towbar,roof rack etc.) Mobile fitting to your door. Total Installation Cost: Total Fitting Time: You can reach me at 02...

Suppliers Contact Details

MOUNTAIN TOP 61295450666 RHINO RACK 61296384744 RHINO PERTH 0894584446 Thule 61294392526 Hayman and Rola 611800812017 Yakima Whispbar Prorack 611800143548 ECB 1800069145 / 61738975700 Ironman 611300731137 KIS Corporate 0411449581

PICK UP - Brookvale Warehouse

We offer pick-up only to our Brookvale warehouse, however, the item need to be assessed and checked by Gio if it is okay to pick up or not. (always have the order verified by Gio) Pick up warehouse address: 56 Chard Road Brookvale NSW 2100 Please note that you have to inform the customer to present: 1. CX must have printed Invoice and Valid ID --------------------------------------

Call Flow

Payment Options

We process payment via Paypal Express, Paypal direct, any card payment (visa, mastercard and amex) and bank transfer. If customer requests to pay via Paypal Direct: we get their Paypal email address, we send to Tony with the customer's details: customer Paypal email address customer name customer phone number items on the order amount to process If customer requests to pay via Bank Transfer: we give to the customer's bank details: Vehicle Accessories Group Pty Ltd Cheque Account BSB : 0122...

Cotton Candy Cloud of Confirmation

Customers order online and needs to confirm - confirmation starts as early as 6am -Do OC before calling suppliers >Scenario: Call cx 3 times and no answer from cx, Before the day ends, Nikko will run through the new orders, send invoice email and wait for the customer's reply. If we do not receive a response the following day, we automatically confirm the order. send email through admin: -enter confirmation email under the comments section -tick on the box "Notify Customer" -click on ...

RETURN/DAMAGED ORDER RECEIVED

TIER 1: When we received a request from customer that they receive the package damaged, ask them to send a request to orders@vehicle-accessories.com.au with their ordr# as the subject and notes on email and the proof (photos) ***ASK FOR PROOF*** (PICTURES/VIDEOS) Customer Service (Dani and Lyndsay) Once cx responded - we determine which company to send the request to (either BNR or RHINO) We forward to the right company with email of customer regarding the complaint and proof to the co...

Vehicle Accessories

(https://www.vehicle-accessories.com.au/) EQUIPMENT & ACCESSORIES TO SUIT YOUR LIFESTYLE. Vehicle Accessories is the leading discount store for all your roof rack, tow bar, 4WD equipment, caravan and RV, tradesman Van, Trucks and UTE accessory needs. With some of the world's best brands and products available. Lifestyle options are the key to our range of equipment and accessories. We offer off the shelf products to suit your family sedan, station wagon, all-wheel drive or 4wd vehicle. W...