Subject: Re: Bombsheel Feedback from Clients - July 13, 2018
From: Subir Chakma <[email-masked]>
To: Bombshell <[email-masked]>
Date: Wed, 18 Jul 2018 22:21:28 +0530 (IST)

Free shipping- International 
We currently offer a Free DHL Express shipping to your country for order above [MENTIONPRICEINLOCALCURRENNCY] . The free shipping will be automatically applied during checkout. 
Don't forget to take advantage of the offer. 

Free shipping- USA/Domestic 
We currently offer a Free USPS First Class shipping within the USA for order above US $100. You need to select the Free shipping option during checkout. 
Don't forget to take advantage of the offer. 

10% first order discount 
There is a 10% discount offer for the first ever order with Bombshell. To avail the discount you are advised to join our mailing list by clicking on 'Sign Up' at the bottom of the page. 
After you submit your name and email, you will be provided with the 10% promo code to be used during checkout. 

10% first order discount - If customer do not get the pop-up. 
The promo code is LOVEBOMB and will give you a one time 10% discount on the first ever order with Bombshell. You need to enter the promo code during checkout to redeem it. 
Also, please do not forget to subscribe to our newsletters. 

Payment Troubleshooting 
- Ask the customer on the exact error message they are getting 
- Ask which browser the customer is using? If its IE, suggest to use Chrome/Firefox 
- Ask the type of payment customer is using. Paypal is more reliable payment option for International orders. 

From: "Subir Chakma" <[email-masked]> 
To: "Bombshell" <[email-masked]> 
Sent: Sunday, 15 July, 2018 22:21:52 
Subject: Re: Bombsheel Feedback from Clients - July 13, 2018 

Hello guys, 

More feedback from client. 

Please review and keep improving. I know we are all learning, but errors cannot be repeated. 

From: "Subir Chakma" <[email-masked]> 
To: "Bombshell" <[email-masked]> 
Sent: Friday, 13 July, 2018 22:01:57 
Subject: Re: Bombsheel Feedback from Clients - July 13, 2018 

Hello guys, 

We've been hit with a second list of feedback ticket from Chris. 

Sales Pitch: We need to push for sales wherever possible, if that can make a difference. Like informing them of the 10% first order discount they can avail (for new customer), Free shipping if they order above 100 USD (domestic) and above 200 USD (international). 

Local Currency: Do NOT forget to give the shipping cost, item price etc.. in their local currency always. To do so, simply change the country on the website and price will auto update in local currency. 

Import Duties/Taxes : If the customer is concern with the uncertainties in the amount of import duties & taxes that will be applied, always suggest the option they have to prepay all the charges in advance under DHL Express shipping option, and that they will not pay any additional charges on delivery. 

Notes in Shofify & Global E : Necessary notes cannot be avoided in the platforms as prescribed. This has to stop. 

More changes in the procedure going forward: 
- Create ZD ticket for all escalations sent to Sheri & Follow up tickets with clients/carriers etc... 
- Use the appropriate summary note template to ensure all steps are followed 

Template to use: 
For change of size/color/removal of item 
Order number: 
Issue: 
Escalated to: 

Did you put note on Shofify? (Yes/No): 
Did you put note on Global E? (Yes/No): 

Replacement/Exchange 
Order number: 
Issue: 
Escalated to: 

Replacement order number: 

Did you put note on Shofify? (Yes/No): 
Did you put note on Global E? (Yes/No): 

For cancellation of order 
Order number: 
Issue: 
Escalated to: 

Did you cancel order on Shofify with Notes? (Yes/No): 
Did you cancel order on Global E with Notes? ? (Yes/No): 

Reminder: 

Change in procedure going forward: 

- Agent name must be mentioned in all ZD & Sophify internal notes 
- Subject must be properly updated in all ZD tickets. e.g Bombshell Sportswear | Order# XXXXX | Delivery Status 

From: "Subir Chakma" <[email-masked]> 
To: "Bombshell" <[email-masked]> 
Sent: Thursday, 12 July, 2018 20:26:09 
Subject: Bombsheel Feedback from Clients - July 12, 2018 

Hello, 

Please find feedback below from client along with my internal comments. 

Most of them are subjective and related to certain ways we handled them. Therefore, its important similar cases in future are handled likewise. 
Some of the cases could have been avoided easily- sheer negligence and must be controlled going forward. 

Currently, I am working to rebuilt the knowledge base (Google updates) and will add CRs for common queries (for ZD & Chats). Hopefully it will be beneficial more for new agents. Reward Points has been completed and you may review same. 

Change in procedure going forward: 

- Agent name must be mentioned in all ZD & Sophify internal notes 
- Subject must be properly updated in all ZD tickets. e.g Bombshell Sportswear | Order# XXXXX | Delivery Status 

ALERTS: Do NOT reply to any LEGAL emails and Chris is very serious about it. He says once we send an email it becomes an acknowledgement and legally binding. You simply forward such tickets to Chris. 

-- 

_____________ 

Subir Chakma 
Operations 
LiveSalesman.com 
Phone: [ tel:%2B91%20120%204332621%20Ext%3A12 | +91 120 4332621,  ] [ tel:%2B91%20120%204332621%20Ext%3A12 | Ext: ] [ tel:%2B91%20120%204332621%20Ext%3A12 |   ] [ tel:%2B91%20120%204332621%20Ext%3A12 | 2 ] 3 
Mob: +91 9716481117 
Skype: subirlsm