Subject: Re: Undeliverable: HFL Refresher
From: Phaedrus Arif <[email-masked]>
To: Pritish Nandi <[email-masked]>, "Pritish Nandi[LSM]" <[email-masked]>
Date: Thu, 1 Aug 2019 23:02:13 +0530

1) If a customer asks to remove an auto-ship product from an order placed
today/yesterday, what do we need to do?
- *Remove the requested item, and cancel the future auto-ship order.
Escalate to Jessica to cancel the item and Deb to process the refund
accordingly. Lastly, update the notes in UC.*
2) Please explain the HFL satisfaction guarantee.
*- We explain the 90 days refund policy and then the 200% store credit on
the unopened bottles.*
3) What is the upper limit for the number of products on which we could
offer the STS price to a customer on a single auto-ship subscription?
-* We can offer a maximum of 4 items on STS price under 1 active auto-ship
subscription.*
4) If a customer doesn't receive the order on time under the priority
shipping for domestic orders, how do we do the refund of the difference
amount?
- *We go to payments sub-tab, then click on partial refund then manually
type in the difference amount against the shipping fee box and click on
skip notification and process the refund.*
5) Can we offer a refund on an auto-ship order if it has been shipped for
more than twice?
-* No, we cannot offer a refund after the second order has been shipped
out. We could offer an exchange on the bottle.*
6) What's the procedure to change the shipping address for future auto-ship
orders?
- *We have to go to the next auto-ship order page and edit the shipping
address by clicking on "Edit" next to the shipping address info.*
7) What's the procedure to change the shipping method for future auto-ship
orders?
- *We have to go to the next auto-ship order page and below the shipping
address info we can change the shipping option from there.*
8) Is it okay to take the credit card details over the chat or email from
the customer to place an order?
- *No, we only take the credit card info over the phone.*
9) How long does a customer have, to exchange a product for another product
from the order date?
- *Until a years time, from the date of purchase.*
10) Do we escalate to Jessica to make changes on international orders?
-* No, we escalate to Deb or Sam for international orders, Jessica handles
only domestic orders within the US.*

Arif
Cheers to life :-)

On Thu, Aug 1, 2019 at 10:20 PM <[email-masked]>
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> From: Phaedrus Arif <[email-masked]>
> Date: Thu, 1 Aug 2019 22:20:00 +0530
> Message-ID: <[email-masked]>
> Subject: HFL Refresher
> To: Pritish Nandi <[email-masked]>, "Pritish Nandi[LSM]" <[email-masked]>
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> ---------- Forwarded message ----------
> From: Phaedrus Arif <[email-masked]>
> To: Pritish Nandi <[email-masked]>, "Pritish Nandi[LSM]" <
> [email-masked]>
> Cc:
> Bcc:
> Date: Thu, 1 Aug 2019 22:20:00 +0530
> Subject: HFL Refresher
> Hi Pritish
>
> PFB the list of questions that you could ask from the team for a refresher.
>
> 1) If a customer asks to remove an auto-ship product from an order placed
> today/yesterday, what do we need to do?
> 2) Please explain the HFL satisfaction guarantee.
> 3) What is the upper limit for the number of products on which we could
> offer the STS price to a customer on a single auto-ship subscription?
> 4) If a customer doesn't receive the order on time under the priority
> shipping for domestic orders, how do we do the refund of the difference
> amount?
> 5) Can we offer a refund on an auto-ship order if it has been shipped for
> more than twice?
> 6) What's the procedure to change the shipping address for future
> auto-ship orders?
> 7) What's the procedure to change the shipping method for future auto-ship
> orders?
> 8) Is it okay to take the credit card details over the chat or email from
> the customer to place an order?
> 9) How long does a customer have, to exchange a product for another
> product from the order date?
> 10) Do we escalate to Jessica to make changes on international orders?
>
>
> Arif
> Cheers to life :-)
>