Bioniva CS Email Management

Bioniva CS Email Management

Purpose/Goal

Resources Needed

Knowledge Base

Attach Loom Video of SOP Being Done

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How to Manage the CS inbox

1. Log in to gmail using the following username cs@bioniva.de. Password can be obtained from the business owner.

2. Go to new unread mails in Inbox and identify the emails requiring responses:

   1. Customer email sent from the Bioniva website

   2. Customer email sent from Amazon

Note: Reply to all customer emails whether from Amazon or website within 24 hours. Amazon gives warning if we don’t reply within this time and may remove the account if not following the rule. For customers from the website, there is a note on the website telling customers that cs of Bioniva responses within 24 hours as well.

3. Respond to the email using the SOP in Obvibase:

   1. Customer Service SOP Most Common

   2. Customer Service SOP

4. Utilize Deepl https://www.deepl.com/translator to translate emails and responses. If email is in French for example, ensure to respond in French.

5. No action required for email notifications from Amazon, social media marketing, ads, etc. Mark them as read and leave them in the Inbox.

6. Drag the emails to appropriate folder if they fall into the following categories:

   1. Influencers (instagram)

   2. IT influencers (influences from Italy)

   3. Material orders for input

   4. Acq - acquisitions

   5. Manufacturers

   6. Product Suppliers

   7. Wholesale

7. Emails from the Negative review list and emails regarding percentage content of any Bioniva products should be marked with star and business owner should be notified for him to reply. A sample email from negative review list has this email subject: Seller Bioniva would like to offer you a courtesy refund or a replacement item for your Amazon order 028-4173517-1845937

This email subject can come in various languages depending on the customer’s language used.

8. Record the emails replied to as well as all the refunds processed in the Daily CS file.

9. Flag any unusual emails or recurring incident to the business owner. For example, there was a high volume of customers sending feedback on retinol creme packaging due to leakage. Action taken was to check the same batch in the warehouse were in the same condition.

10. Request approval from the business owner before processing a refund or sending replacement.

NOTES: Do not send Amazon customers off of Amazon if we are messaging them through Amazon as they are really strict about not sending any customers off of the Amazon platforms for payments or purchases and they monitor all of the buyer/seller messages.

How to use obvibase

1. Click on the following link for most common scenario Customer Service SOP Most Common and for not so common or longer responses, find the SOP in here Customer Service SOP

2. Enter keywords and find the appropriate response from the suggested templates.

3. Click on the 3-dot icon found on the top right corner of the window.

4. Select Databases to toggle between Customer Service SOP Most Common and Customer Service SOP.

5. To add a new SOP message:

   1. Ensure the message to be added is approved by the business owner

   2. Select the appropriate database to update.

   3. Click on the plus (+) sign and add the new SOP message, usually in both German and English language.

How to check status of Order in WAPI

1. Log in to WAPI.

2. Go to Shipment Orders.

3. Find the order ID

4. Click on the Tracking number (third column in the table)

5. See Status History for the package status.

How to check status of Order in Amazon

1. Log in to Amazon

2. Go to Manage Orders under Orders Menu.

3. Key in the order ID and search. For instances that we ship the product thru Amazon from website order, key in the product ASIN and search the order that starts with CONSUMER. Example: Order ID: CONSUMER-2022711-42331. This order ID is generated when we create a fulfillment order manually.

4. Copy the tracking number in Shipments tab.

5. Paste it on to https://www.aftership.com/track and click on Track button. The status will show on the left hand side of the screen.

How to Process a Refund in Shopify

Before processing the refund, seek approval from the business owner. Check the status of the order id if the refund has not been processed yet. Also, check previous emails if the customer has no pattern of requesting refund or replacement by searching the name or address.

1. Log in to Shopify

2. Enter the order # to be processed.

3. Click on the Refund button.

4. Enter the quantity of the product to be refunded.

5. Click on the Refund with amount button.

How to Process a Discount code in Shopify

Customers can get a discount code when they go to the box coupon page. But sometimes it does not work so a blank email is received on CS inbox.

1. Log in to Shopify

2. Go to Discounts menu.

3. Click on Create Discount button.

4. On the discount code field, enter the customer’s last name in uppercase, underscore, 15. Eg. LASTNAME_15

5. In the value field enter 15.

6. Tick the box of Limit to one use per customer.

7. Remove the start date

8. Click on Save discount button.

How to Process an Amazon Refund

Before processing the refund, seek approval from the business owner. Check the status of the order id if the refund has not been processed yet. Also, check previous emails if the customer has no pattern of requesting refund or replacement by searching the name or address.

1. Log in to Amazon Seller University (amazon.de)

2. Go to Manage Orders under Orders Menu

3. Ensure All Orders is selected.

4. Type in the order id in the Search Field making sure the Order ID is selected in the drop-down selection.

5. Click on Search button.

6. When the order comes up, click on the Refund Order button.

7. Click on the Refund full amount on the next page.

8. Click on the Submit Refund button on the next page.