PURPOSE:

To help obtain more data points for quality-related issues. 


DEFINITION:

  • new ticket fields that have been added to save even more details about the customer’s experience/feedback:
  • Product Category- For makeup items, like setting spray, if it does not fit the current categories, you can select “Makeup – Other
  • Product SKU- This is a free text field. Please fill in the specific product name (or names, if multiple items are claimed as “damaged/defective”)
  • Lot Code- The LOT code is an identifier our manufacturers will be able to reference the product/batch by.
  • Expiration Date- The expiration date is an identifier our manufacturers will be able to reference the product/batch by. 
  • UPC- The UPC (or barcode) is an identifier our manufacturers will be able to reference the product/batch by. 
  • Ship to Country/State Abbreviation- This information can be found in Shopify and will help track if a certain geographical location is experiencing higher-quality issues.
  • Purchased From- This is a pre-set drop-down menu that incorporates the majority of all locations our products are sold.

SERVICE LEVEL AGREEMENT

  • All ticket fields are to be filled out. 

  

DISTRIBUTION:

  • Call Care
  • Escalations

PROCEDURE:

To help obtain more data points for quality related issues: i.e. damage, defective, reaction or personal injury claims, additional ticket fields have been added to be able to document these findings and paint a better picture to our internal teams for the type of quality issues we receive to help make our products better.

 

We all know and currently use the ticket field “Damage/Defective”. This is a drop down menu and we should always be selecting the best match, based on the customer’s experience/feedback. 



  • Quality Issue – Product Category

*mandatory for any damage/defective complaint

This is a pre-set drop down menu that incorporates the majority of all products sold.

For makeup items, like setting spray, if it does not fit the current categories, you can select “Makeup – Other”

 

  • Quality Issue – Product SKU

*mandatory for any damage/defective complaint

This is a free text field. Please fill in the specific product name (or names, if multiple items are claimed as “damaged/defective”)

Because this is a free text field, you can add additional descriptive details if necessary.

Example: MAKE IT BIG BRUSH-TIP LIQUID LINER

 

  • Quality Issue – Lot Code

*optional, but optimal

This is a free text field.

The LOT code is an identifier our manufactures will be able to reference the product/batch by. We should always be asking for this information from the customer for any damage/defective complaint and do our best to document in this field, if provided by the customer.

 

  • Quality Issue – Expiration Date

*optional, but optimal

This is a free text field.

The expiration date is an identifier our manufactures will be able to reference the product/batch by. We should always be asking for this information from the customer for any damage/defective complaint and do our best to document in this field, if provided by the customer.

 

  • Quality Issue – UPC

*optional, but optimal

This is a free text field.

The UPC (or barcode) is an identifier our manufactures will be able to reference the product/batch by. We should always be asking for this information from the customer for any damage/defective complaint and do our best to document in this field, if provided by the customer.

 

  • Ship to Country/State Abbreviation

*mandatory for any damage/defective complaint

This is a free text field. Use 2 letter abbreviations for US states

US Example: US/FL

Int’l Example: Germany

This information can be found in Shopify and will help track if a certain geographical location is experiencing higher quality issues.

 

  • Purchased From

*mandatory for any damage/defective complaint

This is a pre-set drop down menu that incorporates the majority of all locations our products are sold. If a best match does not exist, I’ll be happy to add to this list.