Customer Calls in

Greeting

1. “Thank you for calling Morphe. My name is______. How may I help you?”

Acknowledgement statement, “I’ll be happy to...”

Apologize the item is damaged/defective

Ask for order number or full name

Verify 3 pieces of information

1. Name

2. Billing address

3. Email address

4. Shipping address

5. Phone number

Check SHOPIFY to verify order and items

Review customer’s order history

1. IF customer does not have any other damage/defective replacement or refunds on file, or any other One Time Courtesy (OTC) orders:

   1. Ask customer to send photos of the item they received. Including order number: 

      -photos of product

      -photo of LOT code

      -photo of UPC

      -photo of receipt (if store purchase)

      to the correct Brand site email address (US– info@morphe.com, UK– uk.info@moprhe.com, EU–eu.info@morphe.com or JCOS- Info@jaclyncosmetics.com) 
      
      

2. IF customer requests a replacement. Check if this is the customers 1st order or reported issue and they have no previous reports within the past year. 

   1. Check Stock levels before offering a replacement .In SHOPIFY, create a new draft order with the item that needs to be replaced.

      1. Verify shipping address.

      2. Apply discount of 100% with one of the following reason code

         1. Complimentary replacement

      3. Always apply Free Shipping option

      4. Provide customer with replacement order number

      5. Properly Log information provided by customer in Freshdesk ticket fields.

3. IF customer has a OTC and/or multiple replacement shipments

   1. Advise the customer they will receive a follow-up email once the photos have been received **FROM ESCALATION**. 

4. IF customer requests a refund.

   1. Refund customer through SHOPIFY

NOTATE SHOPIFY + Document, Properly Log information provided by customer in Freshdesk ticket fields.

Ask if there is anything else you can help with.

Thank the customer for calling

NOTATE the account.