Forma Brands Reporting Issues or Trends SOP

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Reporting Issues or Trends SOP

Purpose:

To help direct any reoccurring issues or trends that we notice in the Forma Brands inboxes relating to the website, promo, shipping, thankful, or product issues.

Any time there is a trend of 3 or more instances, please share the feedback examples with Customer Service Operations to allow us to quickly review the feedback and take any necessary actions to resolve the issue. We will communicate problems or trends with the appropriate teams to help determine a solution if possible.

Examples of Issues or Trends:

  • Recurring negative feedback about a newly released product
  • Defective Product Issues
  • Website Issues reported by customers
  • Promo trend issues reported by customers
  • Shipping Related feedback issues

 

Distribution:

  • Call Care
  • Escalations

Requirements: 

Able to send an email to: csops@morphe.com


 

1. Create a new email and include csops@morphe.com as the primary contact. Add anyone else you feel is necessary, and if you are not sure, CSOPS will pass the feedback along to anyone else who needs to review it as well.

2. Create an Email Subject that includes which website the feedback is for, for example

MORPHE- XXXX

JACLYN – XXXXXX


This will help us keep track of which brand the feedback is for.

 

The subject of your email should briefly explain what the issue is. 

Ex: 

 

 

 


3. In the Body of the email, include as many details as you can regarding the feedback along with any examples from Freshdesk, Shopify, or the website. 

If you can replicate the issue, make sure to do that, so you can confirm the issue is ongoing and so you can also snap some screenshots. 

 

In your email, include:

 

  • A summary of the issue
  • Any direct product links from the website or other page links that refers to the issue
  • Any Examples of the issue if you were able to replicate, if the issue is on the website, take a screenshot and include it etc
  • Any comments from customers about the issue from tickets 
  • At least 3 Freshdesk ticket links about the issue, if possible
  • Any links to Shopify If the issue is relating to a Shopify Order or to share the order as an example
  • Any applicable tracking links if the feedback is relating to shipments or tracking
  • Any other applicable screenshots

***** If this is in regards to an open ticket you are currently working on, please include the link to the ticket for our internal reference in the case you are OOO and we need to pick up your ticket*****


Example:



 

  1. Example: 

Hi Team!

We have received feedback from customers about XXXXXXX