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CS time distribution - Coggle Diagram
CS time distribution
50% responding customer
Freshdesk ticket
damage / defective
ask customer for a photo
wait until flexprep's photo
FBA cases(?)
send these cases to Amazon
arrived too late / no longer needed
return( depend on item value)
$60
refund 50% without return
restocking fee
according to date of order
Wrong item
depends on item value
$50
vendor's fault
return it to the vendor
our fault( mapping issue)
Shipment tracking
Check the tracking id
no movement
refund and claim vendor
Yes, ask to wait
Cancellation
no need to respond
ask vendor for suggested action
Wrong website description
Item not received
check with family
find carrier's photo
30% vendor credit/ RMA filing
1.Get customer compliant
2.reach out to vendor for RMA
Check item status/photo
wait until item arrived flexrep
provide it to vendor
check the item can be return or not
deny / accept RMA
easier vendor
Email / vendor's portal
harder vendor
20% label creation % and file UNFI claim