Standard Operating Procedures (SOP)

Standard Operating Procedures (SOP). Customer Service.

Table Of Contents Sr No. Particulars Page Numbers 1 What is customer service 4-9 2 Business verticals and account details 10-13 3 How to Identify Non books? 14 4 How to Identify the books? 15 5 How to Identify EBAY Product? 16 6 How we rec the order 17-18 7 Listings 19 8 How we process the order 20-21 9 Pre order issues 22 10 Post order issues 23 11 Pre delivery issue 24.

Sr No. Particulars Page Numbers 12 Post delivery issue 25 13 Returns 26-27 14 Mode of customer communications 28 15 VIN reading tool for phone conversations 29 16 Customer Support Navigation 30 17 Seller Support Navigation 31 18 Buyer and seller g-suit 32 19 Marketplace seller central - Amazon 33-35 20 Marketplace portal- Walmart 36-40 21 What is “Ergode App” (Media App)? 41-52 22 Abbreviation 53 23 RMA status 54 24 Seller refund status 55.

What is Customer Sevice?. customer is Q REWARD the cus Prices EFFIC/&/vn CUST customer customer oc-us to the CUST OF-ER How may I SER R'ith V QLue the cast orner•s OPINION or she.

What is ecommerce customer service?. Ecommerce customer service is how online businesses provide assistance to customers with everything from making online purchase decisions to resolving issues — all while creating a seamless customer experience across channels and platforms..

2 . Clear Communication You will have a hard time solving a customer’s problem if you can’t communicate the solution clearly. However, clear communication isn’t as easy as it sounds. Effective correspondence means being able to put yourself in the client’s shoes and using concise explanations to get to a solution as quickly as possible. Often, that means cutting out the jargon in favor of language that even the non-technical can understand..

4. Empathy You can put yourself in the customer’s shoes and understand where frustrations come from. Empathy is necessary to offer the right solution. Often when people complain they really just want their problem to be acknowledged and to see that you care. Being empathetic can ease frustrations and maintain your company ’s reputation..

6. Product/Service Knowledge The best customer service representatives have deep knowledge of how your product /Process / service works. Nothing is more frustrating for a customer than having an issue and ending up on the phone with someone who doesn’t understand their problem. This doesn’t mean that you should understand the inner workings of the product as well your technical team. However, your knowledge of it should exceed that of its everyday user..

Customer service is the direct one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it. Some characteristics of good customer service include: 1. Promptness: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided. 2. Politeness: Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir,' and 'thank you very much' are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not. 3. Professionalism: All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they're cared for. 4. Personalization: Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level..

Ami Ventures Inc. Business Units of Ami Ventures.

1 Books AMZ_USA 15 Books AMZ_IT 2 Books eBay.com_B 16 Books AMZ_ES 3 Books Alibris 17 Books eBay_Uk_B 4 Books Abebooks 18 Books AMZ_BR 5 Books Biblio 19 Books AMZ_CA 6 Books Textbookx 20 Books AMZ_IN 7 Books Ergodebooks 21 Books AMZ_JP 8 Books Booksrun 22 Books AMZ_MX 9 Books Valore 23 Books AMZ_AU 10 Books Ecampus 24 Books AMZ_BR 11 Books Walmart USA Books 25 Books AMZ_SG 12 Books Google_Books 26 Books AMZ_NL 13 Books Catch Books 27 Books AMZ_TR 14 Books eBay_USA (extreme reliable) 28 Books AMZ_UK 29 Books AMZ_DE 30 Books AMZ_FR.

Non Book Venue. Domestic International. 1 Non_Books eBay ROR 18 Non_Books Lightsdaddy 2 Non_Books Walmart.com 19 Non_Books Onbuy 3 Non_Books Massgenie.com 20 Non_Books Priceminister 4 Non_Books Houzz.Com 21 Non_Books Cdiscount 5 Non_Books eBay.com_NB 22 Non_Books Myperfectbuy 6 Non_Books Amazon.com GM 23 Non_Books Onlinesportsmall 7 Non_Books Facebook 24 Non_Books Petocart 8 Non_Books Sears [FastMedia] 25 Non_Books Worten 9 Non_Books Sears [Ami Ventures Inc] 26 Non_Books Ergode 10 Non_Books Sears [Ergode] 27 Non_Books Personalcrave 11 Non_Books Sears [Zabiva] 28 Non_Books Selectfurniturestore 12 Non_Books NewEgg.Com 29 Non_Books Virventures 13 Non_Books NewEgg B2B 30 Non_Books Carkart 14 Non_Books Google_Non_books 31 Non_Books Cutebabybuys 15 Non_Books Groceryeshop 32 Non_Books Emusicmart 16 Non_Books Electroeshop 33 Non_Books Toytooth 17 Non_Books Homespacedecor.

Non Book Venue. 34 Non_Books AMZ_GMI CA 47 Non_Books eBay_FR_NB 35 Non_Books AMZ_GMI AU 48 Non_Books eBay_IT_NB 36 Non_Books AMZ_GMI UK 49 Non_Books eBay.ca_NB 37 Non_Books AMZ_GMI DE 50 Non_Books Newegg.ca 38 Non_Books AMZ_GMI FR 51 Non_Books Rue Du Commerce 39 Non_Books AMZ_GMI IT 52 Non_Books Mercado Libre 40 Non_Books AMZ_GMI ES 53 Non_Books Trademe 41 Non_Books AMZ_GMI IN 54 Non_Books Bestbuy.ca 42 Non_Books AMZ_GMI MX 55 Non_Books Fastmediashipsfromusa 43 Non_Books AMZ_GMI AE 56 Non_Books Catch AU 44 Non_Books eBay_De_NB 57 Non_Books Walmart MX 45 Non_Books eBay_UK_NB 58 Non_Books Walmart CA 46 Non_Books eBAY_AU_NB.

How to Identify Non books?. Amazon Standard Identification Number(ASIN) : An Amazon Standard Identification Number is a 10-character alphanumeric unique identifier assigned by Amazon.com and its partners for product identification within the Amazon organization..

How to Identify the books?. ISBN(International Standard Book Number) : The International Standard Book Number (ISBN) is a numeric commercial book identifier which is intended to be unique. Publishers purchase ISBNs from an affiliate of the International ISBN Agency. An ISBN is assigned to each separate edition and variation (except reprintings) of a publication. There are two types of ISBN Number – 10 Digit & 13 Digit.

How to Identify EBAY Product?. Universal Product Codes (UPCs) : The Universal Product Code (UPC) is a barcode symbology that is widely used in the United States, Canada, Europe, Australia, New Zealand, and other countries for tracking trade items in stores. UPC (technically refers to UPC-A) consists of 12 numeric digits that are uniquely assigned to each trade item..

How we receive orders?. We receives the orders from 2 sources. One from Marketplaces and second from our own websites. Marketplaces : We have many seller accounts in various marketplaces places like Amazon, eBay, Walmart, Sears etc. so customer can purchase our listed items from us through any of these marketplaces..

Websites: We have our own multiple websites where we are listing number of items. Customer can purchase the items direct through our websites..

Listings.. We have several vendors who allow us to dropship their items through our Selling accounts and Websites and they provide us with their product details which we list at our acounts so that customer can check and purchase the items. We also get the listing from Amazon as well and lists in our accounts. Main components require for any listing... Brand Title Description Size/dimensions Weight Uses Condition.

How we process the orders?. We have a seperate department called OP (Order Processing) Team. Once we receive the order, The OP team process the orders from various Vendors, Marketplaces or Websites..

While process any order, we need to make sure that we purchase the item under PAC.

P re order issues .. After receiving the orders, many times we face multiple issues to purchase those items from Vendors or marketplace. Following are the main pre order issues we deal with... OOS : Sometime we receive the orders for those items which are not available in market at all and sold out from everywhere. In this situation we left with no option but to process the refunds to the customer order. High Price: Sometimes the items are available in the market but their prices are way high from our Earning amount. We also don’t fulfil those orders and process the refunds to the customers. Case pack issues: Sometimes we list the orders as case of 6/12 or a pack of 2/4/6 but the actual listing contains only a single quanties. We process the refunds to the orders as well. NTF (Need to follow-up): In a few cases we found that we have the items to purchase but with to some difference. For e.g. Color difference, Size / Dimensions Difference, Brand difference etc. In those cases we contact the customer and ask their preference whether they are okay with the available item or not. If they answer in Yes then we process those orders otherwise we process the refunds..

Post order issues.. After placing orders with sellers, we also face few issues in fulfilling the customer orders. No Tracking: Sometimes our vendors or sellers doesn’t provide us with the tracking details on time which delays the shipment. We need to keep the follow up with those sellers and get the tracking tracking details asap so that we can provide the same to our customer. Refunds from the Sellers: In a few cases, seller self declares that they do not have item instock. for such cases we request for the urgent cancellation or refund so that we can place new order for our customer. Claims: In case if sellers are not responding to emails then we contact marketplaces customer support directly and file a claim with the sellers. For e.g In amazon, we can file A to Z claims In eBay, We can open a case. If seller doesn’t respond to those cases or claims, the marketplaces process the refunds to our orders without any hassle..

Pre delivery issues.. Even after getting tracking details from the sellers we face the below issues. Delay in transit: In a few cases, sellers to ships the item but it got delayed at carrier service end. In such cases we need to contact the customer upfrontly to inform about the delay and request to wait for a little more for the shipment. Damaged in transit: Sometimes the item got damaged while in transit by the Carrier service and they return it to the seller. In such cases we contact sellers for the refunds. Address issue: In a few orders, The customers provide us with the incorrect or incomplete address and due this issue carrier services unable to deliver the item. In such cases we request the customers to contact the carrier provide the correct and complete address and get the item delivered or if item is already returning or retunred by the carrier to seller, we contact the seller for the refund. No movements on tracking: Sometime sellers do provide us with the tracking details but we don’t find any details at the carrier service sites. In such cases seller just provide us with the tracking but don’t ship the item or they do ship the item but due to barcode scanning issue the shipments details are not showing at carrier service sites. To resolve this, we contact the seller and ask to resolve it asap to avoid more delays..

Post delivery issues.. After the delivery, we do get many complaints from the customer. Incorrect Items: Sometimes, seller sends the incorrect item to the buyers or our OP team purchase the incorrect item. Damaged item: Sometimes the items got damaged in transit due to the carelessness of the carrier service or due to improper packaging. Case pack issues: Sometimes customer order for the item which containd case of 6 or pack of 2 but the item which we purchase from the seller are just contains the single quatity. Less quantities: Sometimes OP members doesn’t check the total purchase qunatities and purchased the different quantites for the particular order. For e.g: The buyer place an order for 2 quantities for any particular item but we mistakenly just process the order for a single quantity. Defective: Due to some manufacturing defect, customer do receive the defect items as well. Color or Size issue: Sometime sellers sends the different colors or sizes items to the cust omer. LAD (Lost after delivery): Sometimes the customer complaint us for no delivery even after tracking shows delivered..

Returns. There 2 types of return requests we receive from the customers.

Under Seller fault cases , First we need uderstand the case and confirm the issue and then contact the seller for the RMA. If customer complaint that he\she has received the incorrect/damaged item then we need to ask for the images of the item before proceeding with the seller for the return. Once we receive the images, we need to check and confirm the reason fo the return and request for a return to the seller accordingly. If customer complaint that receive a defective item, then we need to ask the customer to elaborate the issue or exact defect so that we can provide the same details to the seller and request for the return. In such cases we don’t charge for any restocking or return shipping charges to the customer..

Mode of customer communications Ø Call : Customers can contact us via call with regards to products enquiry, order status, order issues, returns, refund etc. Our contact number: 281 738 1101, 281 306 6787 Ø Direct Email : Customers does have an option to contact on our official customer query email address or on email address provided to marketplace by us with regards to products enquiry, order status, order issues, returns, refund etc. Ø Marketplace Message Tools: Some marketplaces have their own messaging tool features in their portal through which customers can reach out to the seller with regards to products enquiry, order status, order issues, returns, refund etc. And seller has to respond back t o all these types queries through portal..

Simplify reading VIN numbers by phone using this format. ​Instead of saying, "A like Alpha", simply say the phonetic word in place of the alphabet letter. For example, if the VIN number is 1J8GR48K67C687141, then say 1 Juliet 8 Golf Romeo 4 8 Kilo etc. ​​ ​It seems longer but actually speeds up the process because it reduces mistakes and prevents reading over and over..

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G-Suits. Following are the gmail accounts we use for customer contact. [email protected] [email protected] [email protected] [email protected] [email protected] Following are the gmail accounts we use for seller side contact. [email protected] [email protected] [email protected].

Amazon.com. We can login at Amazon.com through lastpass id Store front name: Ami Ventures.

amaæon seller central Catalog Inventory Pricing All Messages Enter Order ID or Email Address Orders Search Ami Ventures I United States Advertising Stores Growth Reports Performance Apps & Services B2B I bpr61 svgfIm3gwr*A07346S61 [email protected] English 10.2021 [Important] Amazon Order ld' . 112-7564380- 7985039, Spalding T... Jul 9, 2021 Judy [Important] Amazon Order ld: 114-3050625- 6424238, Sherpa on... 9.2021 Stan (Importantl Amazon Order ld: 111-0365359- 9303429. Visual Eff... Jul 9, 2021 [Important] Amazon Order ld: 112-5943111- 4503445, Turtle wax.. < 12... > [Important] Amazon order ld: 112-7564380-7985039, Spalding Trainer 3 LBS. weighted Indoor Basketball... Dear Irie. Thanks for your recent order for Spalding Trainer 3 LBS. Weighted Basketball 29.5". We hope you have received the package by now. You may easily leave us a positive feedback by clicking on the following link. Leave us feedback Your feedback will help us to be a better seller and also lets other customers know What to expect from us. Thanks again. We look forward to serving you again in the near future. Thanks. Ami Ventuers Select Template Please limit your response to 4m) characters Report Message Attach File characters remaining: 4003 No Response Needed.

Manage Returns Learn more Edit returns settings Seller fulfilled orders now follow the new prepaid return process Order RMA, Tracking or ASIN View Search Sort By Oldest first v Sates Channel: All v View all Authorization required Authorized Completed Closed With A-z Claims Date Range: last 50 days v View FBA Returns Collapse all details sections d I days ago Ordered: 58 d.ys ago Prior refund: Applied Auto-authorized Return Reason: Inaccurate website description v View more details Buyer: Rety•cca Cornrrwnication ordÜ 113-636650-5228254 RMA: 02VyCDpRRRMA Red Cup Living Reus.ue Cup, 24 Oz with Lid and Straw - Travel FriH1dly Red Party Cups, Dishwasher and Microwave Safe Cups. Ed it authorization Reusable Plastic Cups - Set of 1 Return Quantity: I Issue refund Cornrnent: I-tan is IEC'Z_ Not 24 oz. Contact buyer Activate Windows Go to Settings to activate Windows..

We can login at Amazon.com through lastpass id Store front name: Ami Ventures.

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What is “Ergode App” (Media App)?. It’s our company software which contains all the orders which we are receiving from our all the marketplaces and websites. To login at the Ergode App, need to go on “https://media.ergodeapps.com” and login with given credential..

We can search with the order via Order Id, Seller order id, Buyer name, Buyer email, Phone #, zip code, tracking number and etc....

Upload Bulk Comments Order No. Order Details ld : WM314212092€3SO 10 ld : WM3142120926380-t po Number : 1314130737875 Order Date : 12-Feb-2021 Total Sale : 758.21 Earnings : 601.56 Extra Charge : O.CO Total Earning : 601.56 Purchase Price : 599.00 Auxhold Shipping: 0.00 Total Purchase: 599 Venue : Walmart IJSA Qty:l Ship Priority : vat: o.n Commission: 113.73 Custom Price: 0.00 Profit: 2.56 Black Feedb=k Mails View Details,'Case History Item Title : cimarron outdoor gaming accessories 55x14x12 —42 twisted poly ±tting cage net - (GM-NON-SOOKS) SKU :ADIB0057KOG52 ISBN :30057KOG52 Ship NO. : 6334979 Audit status : Success C Ba.d C] Fraud Order Cancellation Request Closed Reftrxd cancel on Customer Name Jamell Scott Recipient Narne : Jamell Scott 351B Midhurst Dr VA - 23831 Chester-USA Open Result Count : 1 Processing Details OP User : Maheshy (cartka&pi) Processing Site : Amazon.com Time : 13-Feb-2021 Seller ld 113-2906066-1932268 PayPal ID [email protected] Name : stores123 8043890243 RMA Status : RMA_Initiated Tax ld : user Mistake Initiate RMA Escalation Shipped : New Action : Processed (Direct) Fake Tracking ld Fake Tracking Carrier :IJSPS Tracking to Customer : IZ7300E2039428SS31 Tracking to Seller : Tracking to WH : Carrier : I-IPS Declared Value : 715.29 Contact Activate Windows Top.

Order Number: The customer received from the marketplace. PO & CO Number: Order Date: Date of purchase.

Title: The complete name of the product purchased by the customer..

Customer & Recipient Name: Mandatory to ship the item. Shipping Address: Mandatory to ship the item. Email Id: To contact the customer. Contact number: To contact the customer..

OP User: Name of the person who purchased the order and the account name. Processing site: Name of site or Vendors from where we have purchsed the order. Processing Time: Date of purchase..

How to Edit or Enter details at the Ergode App?. To edit or update the details, need to click on the “order Id”..

We also can update the seller tracking numbers with carrier service name. RMA status, return Warehouse & seller tracking numbers..

Whenever we work on any case from buyer or seller side, we need to add comment for a record at the ergode app. To update the comment click on “View Details/Case History”..