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FIRSTLEAF FINAL WORKFLOWS, Wrong Address & Change Address, Pause…
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Pause Membership
Hi <username>, You can easily change the ship date of your next order by following these simple steps:
- Log into your account here
- Go to the My Club in your account at the top of the screen
- Click 'edit' under estimated ship date
- Select any of the options to delay or choose a date from the calendar
- Click on Reschedule to update the ship date
Please note - if an order has already been processed, you will not see the option to change the ship date. To make any changes to the ship date of a processed order, simply let us know here. If you have any other questions, please let me know and I can have a team member reach out to you.
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Hi <username>,
Thanks for reaching out!
No worries, we can definitely assist you. How long would you like to put your account on hold?
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Wrong Order Received
Hi (name),
Thank you for reaching out. Member experience is our number one priority!
I'm so sorry to hear that you were missing some wine from your most recent shipment! This definitely isn't the experience we'd want you to have. To help us assist you as quickly as possible, can you please provide the email address the account is associated with.
In addition to the email address, would you be able to attach pictures of the package? Did it look like this box had been repacked in any way? This may include a different box than usual or each individual bottle wrapped in paper. This information is necessary for us to file a claim with the shipping carrier.
Once we receive this information a team member will reach out to you directly.
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Hi (name),
Thank you for reaching out. Member experience is our number one priority!
I'm so sorry to hear that there was an issue with your most recent shipment! This definitely isn't the experience we'd want you to have. To help us assist you as quickly as possible, can you please provide the email address the account is associated with.
In addition to the email address, would you be able to attach pictures of the package? Did it look like this box had been repacked in any way? This may include a different box than usual or each individual bottle wrapped in paper. This information is necessary for us to file a claim with the shipping carrier.
Once we receive this information a team member will reach out to you directly.
Thank you again for letting us know!
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Cancel Subscription
Hi (name),
I’m so sorry to hear that you’re leaving the club. We’ve truly enjoyed having you as a member and we are sad to see you go!
Do you mind letting us know why you would like to cancel the subscription?
We appreciate your time and feedback in helping us improve our member's club experience.
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Cancel Order
Hi (name),
Thanks for reaching out regarding your club membership. Can you please provide the email address the account is associated with? A team member will look into this and respond to you within 24 hours.
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Login and Reset Password
Hi (name),
Thanks for reaching out! Sorry to hear you are having issues logging into your account. Can you please provide the email address the account is associated with? A team member will look into this and respond to you within 24 hours.
Again, thank you for contacting Firstleaf.
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Order Tracking
Hi (name), Thanks for reaching out regarding your wine delivery? A team member will look into this and respond to you within 24 hours.If you have the tracking information you can view & manage the status of your shipment with FedEx Delivery Manager. To access FedEx Delivery Manager please visit https://www.fedex.com/en-us/delivery-manager.htmlAgain, thank you for contacting Firstleaf. A team member will reach out to you shortly. TAG: inquiry_deliveryconfirmation
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Order Damaged
Hi (name),
Thank you for reaching out. Member experience is our number one priority!
I'm so sorry to hear that there was an issue with your most recent shipment! This definitely isn't the experience we'd want you to have. To help us assist you as quickly as possible, can you please provide the email address the account is associated with.
In addition to the email address, would you be able to attach pictures of the package? Did it look like this box had been repacked in any way? This may include a different box than usual or each individual bottle wrapped in paper. This information is necessary for us to file a claim with the shipping carrier.
Once we receive this information a team member will reach out to you directly.
TAG: broken/frozen - broken is default tag if user doesn't mention anything
TAG: complaint_never_arrived
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Order Delay Request
Hi <username>,
We apologize for the frustration. Please provide the email address the account is under. A team member will look into this and get back to you within 24 hours.
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Order Confirmation
Hi (name),
Thanks for reaching out regarding your order. Can you please provide the email address the account is associated with? A team member will look into this and respond to you within 24 hours. Again, thank you for contacting Firstleaf. A team member will reach out to you shortly.
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Prepone Order Request
Hi (name),
I would be happy to assist you with your order. Please provide the email address the account is under. A team member will look into this and get back to you within 24 hours.
Human Handoff
My pleasure! I went ahead and changed your next ship date to (X). In the future, you can easily change the ship date of your next order by following these simple steps:
- Log into your account here
- Go to the My Club page in your account at the top of the screen
- Click 'edit' under estimated ship date
- Select any of the options to delay or choose a date from the calendar
- Click on Reschedule to update the ship date
Please note - if an order has already processed, you will not see the option to change the ship date. To make any changes to the ship date of a processed order, simply let us know here. If you have any other questions, please let me know! I'm more than happy to help.
Refund Request
Hi (name),
Thanks for reaching out regarding your refund. Can you please provide the email address the account is associated with? A team member will look into this and respond to you within 24 hours.
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Update Payment Details
Hi (name), Thanks for reaching out! You can update your card information by following these simple steps:
- Log into your account here
- Click on My Account on the right-hand side.
- On the drop-down menu click on my Account details
- Click on Billing Information on the left-hand side
- Here you can add a new card, edit an existing card, or delete a card from the account
- Once you have entered all the new information, click Add card and you can check the box if you want it set as your default card for future purchases.
If you have any questions, please let me know—I’m happy to help in any way I can!
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E-Gift Card Confirmation
Determine if it is the user confirming the order purchase or the receiver not having received the gift card given.
Hi (name),
Thanks for reaching out regarding your recent gift card purchase. Can you please provide the member's email address associated with the gift card purchase and the email address of the recipient? A team member will look into this and respond to you within 24 hours.
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Hi (name),
Thanks for reaching out regarding a gift card purchased for you. Can you please provide the email address the gift card was sent to and the name of the person who purchased the gift card for you? A team member will look into this and respond to you within 24 hours.
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Sign-In Confirmation
Thanks for reaching out, and I apologize for the inconvenience!
If you have a promo code, you can sign up with this promotion HERE. At checkout, you still have to enter your promotional code under the shipping address information. Once you submit this code, you will see the promotional price reflected in the total amount.
If you are signing up without a promo code, please visit firstleaf.club and click on get started.
Let me know if you have any questions. Welcome to the Firstleaf!
Shipping Confirmation
Hi (name),
Thanks for reaching out regarding your most recent order. Can you please provide the email address the order is associated with? A team member will look into this and respond to you within 24 hours.
Refund Queries
Hi (name),
Can you please provide me with the email address associated with the account so we can further assist you? A team member will look into this and get back to you within 24 hours.
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Cancel Order & Refund
Hi (name), I
’m so sorry to hear that you’ve had issues with your order. Can you please provide me with the email address associated with the account so I can assist you with the order cancellation and requested refund?
A team member will look into this and respond to you within 24 hours.
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ToriManganelli KimDonahue Please check List of potential reasons:
- Shipment Too Frequent/ Own Too Much Wine
- Price of Club/ Change In Personal Finance
- Didn't Enjoy the Wine
- Issues with Shipping
- Want to Choose My Wines ( Want More Variety)
- Didn't Know it Was a Club
- Bought as a Gift
- Health Reasons
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THIS WILL DIFFER BASED ON REASON (REASONS LISTED) bought_as_gift
issue
THIS WILL DIFFER BASED ON REASON (REASONS LISTED)
cancelmembership-_bought_as_a_gift
cancellation_confirmation
winback_cancellation
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Tag: emailissuecancelmembership-_bought_as_a_giftshipping_dateinquirypostpone_deliverycomplaint_refund
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Tag:emailinquirycancelmembership-_bought_as_a_giftpostpone_deliveryinquiry_deliveryconfirmation
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Tag: cancellation_after_introcancellation_requestissuecancelmembership-_bought_as_a_giftcancel_intransit
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ToriManganelli KimDonahue I mistakenly named this intents as 'Postpone Order Request' instead of 'Prepone Order Request'Humble request to please change the response accordingly
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need to modify the workflows for E-gift and Sign-in: To be discussed on 23rd Feb with First Leaf Team
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