Beer Cartel Query Management

Step-by-Step Process:

1. Check the Order Status:

   • Navigate to the order page to find the order details (e.g., order status, tracking number, etc.) on Shopify.

2. Track the Shipment

• Use the tracking number to check the shipment status on the respective courier platform:

  • Australia Post Tracking

  • Aramex Tracking

3. Check the Reason for Return

• If the shipment is marked as "Returned to Sender," determine the reason for the return:

  • Damaged in Transit:

    • Update the return tracker to reflect the issue.

    • Share the relevant details on Google Chat with the BC-BQ Urgent (Fulfillment) group:

      • Include:

        • Gorgias ticket link.

        • Shopify Order Number.

      • Add a note/remark summarizing the issue and tag:

        • Joel Croucher

        • Sandeep Alla

    • Request a replacement shipment to be created.

    • Wait for the Fulfillment team’s response.

    • Inform the customer of the resolution steps and timeline.

  • Address Issue/Unable to Deliver:

    • Contact the customer to confirm or update the shipping address (e.g., missing unit number or incorrect address).

    • Share the relevant details on Google Chat with the BC-BQ Urgent (Fulfillment) group:

      • Include:

        • Gorgias ticket link.

        • Big Commerce order page link.

      • Add a note/remark summarizing the issue and tag:

        • Joel Croucher

        • Sandeep Alla

    • Request the shipment to be reshipped or redirected.

    • Update the return tracker.

    • Wait for the Fulfillment team’s response.

    • Inform the customer of the resolution steps and timeline.

Handling Damaged or Incorrect Products

1. Damaged Product

• Step 1: Request Pictures

  • Ask the customer to provide clear pictures of the damaged product.

• Step 2: Review the Damage

  • Check the pictures to determine the extent and type of damage.

• Step 3: Notify the Fulfillment Team

  • Share the details with the BC-BQ Urgent (Fulfillment) group on Google Chat:

    • Attach the pictures and provide a brief summary of the issue.

    • Tag:

      • Joel Croucher

      • Sandeep Alla

  • Document the issue in Gorgias using internal notes for reference.

• Step 4: Await Fulfillment Team Response

  • In most cases, the Fulfillment team will respond directly to the customer.

  • If the agent is asked to respond:

    • Follow the instructions provided by the Fulfillment team.

    • Update the customer accordingly about the resolution steps.

2. Incorrect Item

• Step 1: Request Pictures

  • Ask the customer to provide clear pictures of the product received.

• Step 2: Notify the Fulfillment Team

  • Share the issue details in the BC-BQ Urgent (Fulfillment) group on Google Chat:

    • Provide the order details and a description of the incorrect item.

    • Tag:

      • Joel Croucher

      • Sandeep Alla

  • Document the issue in Gorgias using internal notes for reference.

• Step 3: Await Fulfillment Team Response

  • In most cases, the Fulfillment team will respond directly to the customer.

  • If the agent is asked to respond:

    • Follow the instructions provided by the Fulfillment team.

    • Inform the customer about the steps being taken to resolve the issue.

• • We do not offer return for Brewquets Orders?

Handling Queries from Gift Recipients on Brewquets

When a recipient of a gift reaches out to inquire about who sent the gift, it's important to follow specific guidelines based on the situation. Here’s how you can respond to different scenarios:

1. If the Gift Message Contains the Sender’s Information

• Response:

  • “Thank you for reaching out! The gift you received was sent by [Sender’s Name]. We hope you enjoy it!”

  • If applicable, you can also mention specific details from the gift message that might be relevant (such as a personalized note).

2. If the Gift Message is Empty or Contains 'Surprise' in Notes

• Response:

  • “Thank you for your inquiry! Unfortunately, we do not share the sender's information for gifts marked as a surprise. We want to keep the mystery intact! If you'd like to know more, feel free to reach out to the sender directly. We hope you enjoy your gift!”

  • In this case, it's important to emphasize that the surprise element is a part of the experience.

3. If We Are Allowed to Share the Sender’s Information

• Response:

  • "We are pleased to inform you that your gift was sent by [Sender’s Name]. We're sure they will be happy to know that it arrived safely and we hope you enjoy it!"

  • This is appropriate if the sender has allowed the information to be shared.

General Notes:

• Always respect the privacy of the sender if the information is not explicitly provided in the order details.

• In situations where the sender’s details are confidential or meant to be kept private, explain the reason politely to the recipient.

• It’s always good to follow the "surprise" element in gift orders, as many people choose this option to keep the gift-giving a surprise.