Subject: New process updates effective Jan 2022 HFL
From: Amit Gupta <[email-masked]>
To: deeksha <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Date: Mon, 31 Jan 2022 04:04:19 -0700 (MST)

Hi Mam, 

Please find the details of the new process updates as per our discussions with team mates for HFL 

new process updates effective Jan 2022 

1. No wholesale orders for customers who does not have a business or a website to run a business. We wouyld first check and verify and then only create a ticket/a request 

2.Refunds: Be very careful of the refunds we would only do refund for last month (eg for January we would refund to customer who have placed orders in Jan and Dec only if it fulfills all the criteria of a refund other we would need to follow the process) 

3. Process for AR Handling : 

There are 3 types of orders we have in account receivables: 

1st - Simple unprocessed order, call cx 3 consecutive days and process the order or decline them. If cx isn't reachable, please send the email. 

2nd - Unprocessed Order but in comments flag for review due to scammer or ip address mentioned blocked, in that case, send for review to deb. If deb says to process then follow the process as 1st type of order. 

3rd - Declined Orders, contact cx once, via call, if cx answers let cx know to place a fresh order again. Or else send an email with a 10% off code to place a fresh order. 

there are certain criteria, we have to see after which we can cancel the order in one go other wise we have to follow the declined order as the 1st type. Please call me will explain you properly about the declined orders. When to give 10% off email and when to follow as regular. 

Also we need to get the card images in some situations. 

4. For modification in order send an email to Jessica through Gmail to remove the items before shipping and then just simply refund from UC. 

Where as incase of international order you can modify the order in UC if it is live and ask deb to refund the amount. If the order is not live than ask Dr. Sam to modify. 

Our goal would be to first try and do the changes ourself and escalate if we are unable to do it. 

5. Ticket Handling : We need to be extra cautious and follow the process and check old tickets how they have been handled as well as the reponses that have been sent to customers by Deb and handled tickets accordingly (e.g if customer is looking for refund and you check that it is AS and there is 2 or more orders we do not refund and can either exchange/give store credit if it is 
reported within SLA/time as per the process) 

6.On a daily basis everyone needs to check about any new updates that we get from Dr. Sam/Deb and work accordingly. 

7. Need to check mailbox of Dr. Sam on a daily basis for any customer request that is received thru Voice mail and work on it and send the response ( To me /harry) so that we could updated Dr. Sam as to what happened on that request. 

8. If any call is missed in anyone's shift we need to make sure that the customer is called in to resolve his issues/numbers to be forwarded to me/ harry/next person in shift to follow up and resolve customer's queries 

9. Email received on gmail from customer should be handled on Zendesk 
For that create a new ticket in Zendesk and reply the cx. Post that reply on the gmail but remove cx email ID and put [email-masked] mentioning Handled under ZDID### and your name 

10. Any account receivable order in UC that needs to be sent for review make sure it is sent through gmail to deb. 

11.If customer wants to cancel the order, email jessica to stop the shipment for domestic orders and cancel it from UC. Or for international orders, cancel order from UC and shipstation for same day order. 

12. While in shift please check all the account receivable orders if there is any order in your shift and follow up that order.