Level 1

Level 2

Level 3

Level 4

CallCare Agent

CallCare Leads

Escalations Agents

Escalations Leadership 

General Inquiry

1. Donations/ Sponsorship
2. Wholesale Inquiry
3. Social Media/PR/Press Inquiry
4. Product Information
5. FAQ/Sales T&C updates
6. Website Navigation
 

General Order-Related Inquiries

1. Order Status 
2. Change order
3. Cancel order 
4. Address Updates
5. Order confirmation
6. New Order

Order Issue - First offense

1. Did not like

2. Minor Damage

3. Minor Defect

4. Minor Adverse/Allergic Reaction 

5. Delivered - not Received (DNR)


*Always research customer's information to ensure no other accounts/offenses exist


General Account/Billing Questions

1. Gift card balance

2. Honor Promo (not applied before checkout)

 

Supply Chain/Fulfillment

1. Restock Inquires

2. Missing/Incomplete Order

 

Fulfillment/Shipping

1. Outside Processing SLA- under 4 business days old
2. US - Outside Shipping SLA- under 10 business days
3. INTL - Outside Shipping SLA- under 20 business days
5. US - Lost in Transit

6. Orders marked as Return to Sender

 


Customer Benefits

1. How to create a rewards account


Retail

1. Exchange with proof of purchase


Other
-Shop runner

  


 Anything from Level 1 AND...

-Clear Spam tickets

-Callout for trends/issues

-Callout canned responses or SOPs that need to be updated

-Provide 2nd opinion to CallCare agents and empower them to use best judgment to better customer experience

 

Anything from Level 1, 2 AND... 


Order Issues - Second or Third Offense

1. Damage

2. Defective

3. Adverse Reaction

4. Multiple DNR

5. Returns Outside of Warranty 

6. Repeated Incomplete, Damaged, Defective or Reaction

 

Product Related Inquiries

1. Ingredients
2. Specific Product Inquiry

 

Platform Issues

1. Website Issues 
2. Promo Issue

 

Account/Billing Questions

1. Afterpay/Klarna
2. Gift card not found
3. Promo not working
 

Fulfillment/Shipping

1. Multiple International Issues
2. Invalid Tracking
3. Label Created, 5+ Days
4. Pre-paid label (PPL) request

5. Backorder

 

Marketing

1. Unsubscribe- Emails
2. Brand feedback
3. Influencer Feedback/Issues

 

Rewards

1. Missing Points

2. Redeeming Points

3. Expired Points

4. Merge Accounts


Retail

1. Negative Shopping Experience
2. Damage/Defective Purchase, without proof of purchase

3. Purchased from 3rd Party


Other
HR/Employee Verification


Anything from Level 1, 2, 3 AND...

-Fraud
-Chargebacks
-Repeated Incomplete, DNR, Damages more than 3 times
-Foreign Objects
-Injury & Legal Threats
-Wholesale/Reseller Issues