Smith and Bradley Watches – GlobalCom Worksheet

Agent's Name

First

Last

Escalation

Order Modification

Order Modification (Unfulfilled)

Order Cancellation

Refund/Exchange/Return status

If Return/Refund/Exchange status is not available in Shopify/ShipHero or If we have the generic email on file and can’t resend the RL

Customer requested to add a discount

No discount applied to the order

Product Measurements or product inquiries

If the information is not on the size and guide chart

Chargeback

The customer is filing a complaint regarding the outcome from a chargeback

Customer Service Inquiry

Take additional information/reference and include it in the reason box.

Sale Price Concern

The customer requests to get an item for the sale price when the sale is only for specific colors.

Time Sensitive Modify/Change Request.

Please notify the customer that we will attempt to edit the order.

Place the order on Operator Hold in Shiphero and click Update.

Time Sensitive Shipping Address Change – Drop Ship Order

Please notify the customer that we will attempt to change the shipping address on the order and Do not place the order on Operator Hold in Shiphero.

Time Sensitive: Cancel Request.

Please notify the customer that we will attempt to Cancel the order.

Place the order on Operator Hold in Shiphero and click Update.

Time Sensitive: Cancel Request.

Please notify the customer that we will attempt to Cancel the order.

Do not place the order on Operator Hold

Time Sensitive: Shipping method change request.

Please notify the customer that we will attempt to change the shipping method on the order.

Please make sure the customer is aware that he will be sent an invoice for the expedited shipping cost -first. After the invoice is paid, we will proceed with the shipping of the order.

Please make sure the agent reviews with the customer the Express shipping policy on the client’s website.

Place the order on Operator Hold in Shiphero and click Update.

Order Number

Customer's First and Last name

First

Last

Customer's Phone Number

Return Tracking number in ShipHero

Customer's Email

Customer's Shipping address

Customer's Shipping New Shipping Address

Item (s) number – size – color

Item Number(s)

Discount Details / Discount Code

Provide details for the modify request, include, the item number, size, color, etc.

Reason for Cancellation

Provide the item(s) that need to be canceled or cancel the order.

Reason for request

Refund or Exchange?

Refund

Exchange

Measurement request or provide details on customer's request

Detailed Reason for Escalation

Please details on shipping method, etc.

Reasons for Escalation

Reason for Request

Please add Notes

NOTE

– Please have them email a photo to the customer care email box (refer to the Client Contact List & Websites for the CC email).
– We will send it to the Quality Team for review and approval.
– Normally it takes 24 – 48 hours for a resolution.