KoganUpdated a year ago

TABLE OF CONTENTS

• General Information
  • Customer Contact
• Returns
• Replacements
• Refunds

General Information

• Website URL: 
• Credentials: E.g. Teams ID name of credentials in TeamsID
• Shipping Method: E.g. Regular method through DEAR
• Order information: E.g. Electronic Cart

Customer Contact

• E.g. Through Marketplace platform. 
• Marketplace may generate tickets so remind them to close the tickets once they've responded in the party

Returns

E.g. Can't send RPL form so have to use this method 

1. If necessary list method here step by step
2. Also include how to communicate with customer/marketplace throughout if required
3. Include relevant screenshots to help people locate this information

Replacements

E.g. Can't send RPL form so have to use this method 

1. If necessary list method here step by step
2. Also include how to communicate with customer/marketplace throughout if required
3. Include relevant screenshots to help people locate this information

Refunds

E.g. Can't send RPL form so have to use this method 

1. If necessary list method here step by step

1) The customer details is found in Kogan inbox then runs by their zendesk

2) Find the customers Email and search in electronic cart

3) Refund the customer on shopify account to update the inventory system 

4) Monday it with the help of shopify Order number

5) Go to Kogan communication thread and make  sure to copy ESG- NUMBER which is kogans account number

6) Make sure you note the customers email address during this process

Refunding the Kogan Order :

1) This appears in the dispatching link

2) Open the incognito window on chrome

3) open the link enter the email and password 

4) Once login , click on manage my orders

5) Drop down the previous order from 7days to 30 days and search the order number with the help os ESG-.. number

6) find the customers name

7) Click on setting symbol

8) Click on Refund item and confirm it

9) inform the customer by resolving the ticket back in kogan and responding to the customer.

10) Refund process completed.

Also include how to communicate with customer/marketplace throughout if required

Always through the Kogan inbox and the ticket appears as a copy on fresh desk.

1. Include relevant screenshots to help people locate this information

Included.