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ORDER NOTES Yellow_ internal notes blue_ outbound green_ move to notes its turn to yellow

BOTTOM TO TOP TO READ THE NOTES click the add this order my follow up list and click notes choose files select the open files and then open the select the internal note and place notes

PHONE ASSISTANCE IS OFF

TELEPHONE - recording call

BULK ORDER- to determine bulk it would be depend on the item if less than 15 is not bulk. bulk is minimum 15.

25 items allows for one line of personalization 15 allows for 3 to 4 lines 5 items or more line

COSTUM ORDER- total any discount must be 500$ for the costumer request to personalize.. - if less than 500$ costumer refer to design your own section PHOTO- Choose file, select photo then internal file and click notes.

UPLOADING PHOTO TO THE ITEMS

select the photo, -select photo 2nd pages -select open it should be 20mb photo issue[ canned letter} under technical issues letter G. -they can crop the photo then change the effect then click save then the image save into the item -what you see there is what the costumer can view[review] -add to cart then the item added there cart. -save for later[to change cellphone to laptop -the costumer can preview edit and delete PHOTO FIRST -A new way to personalize on personalization mall. -the costumer can just upload the photo -PENCIL- indicate to edit -upload the photo, then the system automatically provide you an option _requires the need size for the item picture -COSTUME PHOTO BOOKS -costumer has an own choose to build there own books VIDEO GIFT -can ass video message to your gift via QRCODE.

can assist the video VIA QRCODE. no text needed just record then personalize -upload or record the video or scan the QR code -The costumer can also assist the video. AI PRINT STUDIO -enter your prompt[ for exam. RAINBOW then select the phone model] -click create note: to determine photo first -under drop shift order at the top of the banner and bottom.

DESIGN YOUR OWN -No edit can costumer has ability to edit it

no character limit. ORDER STATUS

pink-new is blue -green- in progress -blue- hold with red yellow- cancellation -sky blue- shipped CANCELLING AN ORDER IN NEW STATUS The order is new status any required changes can be made. including cancellation of the order -change status [to cancelled enter the reason then update status then it change the color yellow] show payment details; -void transaction/ credit to the costumer [box will pop up and select reason for voiding the order] then click okay then the system will appear void successfully

Less than 20 dollar -email canned response to the costumer - CANCELING AN ORDER o CHANGE STATUS o SHOW PAYMENT DETAILS o VOID TRANSACTION /CREDIT THE CUSTOMER o EMAIL CANNED RESPONSE TO THE CUSTOMER

CANCEL/REINSTATE -submit the request through the reinstate order log i item.

to ensure that the costumer has been for the order ASSIST AN ITEM TO A NEW STATUS ODER

IS A MULTISTEP PROCESS -it should be new place the order on hold -click edit order -add item with requested personalization -debit costumer -remove hold by changing status to new -send new order conformation ADD AN ITEM TO AN ORDER IN NEW STATUS

place the order on hold -update status -next step click the edit order -inter the item number on the item box then click add -fill up any necessary information then click a show preview then add to cart from economy to standard then back to the original method. shopping cause will updated and put the reason for changing click other put on the notes put on an added item to adjust shipping click update order to save then change.

click show payments details then balance due to pmall will appear just like exam 111$

debit, put reason then credit the card -back to new reason then update status to new then add reason then update status final step sending the costumer a new order conformation, the new order conformation will show all items in the order, including those you just added.

EDITING AN ORDR IN NEW STATUS

first place the order on hold-reason edit an item ,the update status -click edit order-click this item update, show preview save changes, update order then back to the order, back to new , reason it all set update status then go notes AND SEND EMAIL canned letter conforming change to order , insert, change email note to costumer then send email. -make request change to the item remove hold by changing order status to new send new order conformation REMOVING AN ITEM TO AN ODERDE IN NEW STATUS IS A MULTIPLE PROCESS

FIRST PLACE THE ORDER ON HOLD reason removing an item then update status -CLICK EDIT ORDER -REMOVE REQUESTED ITEM -CREDIT COSTUMER balance due to costumer, reason Remove item -REMOVE HOLD BY CHANGING ORDER TO STATUS TO NEW -SEND NEW ORDER CONFIRMATION -SEND CANNED RESPONSE FOR CREDIT IN PROGRESS

Most of our processes are multi step processes. -always check to see its current progress.

PICKED- ITEN HAS JUST BEEN PICK FOR PRDUCTION. MFRD -the transfer if needed produced usually from the art room. PRE SCAN- item is at production station PRODUCTION- item is being made WRAPPED - item has been wrapped in bubble wrap, plastic bag or WHITE box and ready for packaging MATCHED - item has been placed i bin to be matched with other item ordered MATCH COMPLTE- all item in order are in a bin to be package together PACKAGE- all item are in a brown shipping box SHIPPED- package is on trick TRACKING NUMBER WILL BE PROVIDED

ORDER IN PROGRESS

It should be not cancelled or edited. -should advise the costumer via canned response email that their item is already on progress. ITS ONE TIME COURTESY

CANCELLING AN ORDER PROGRESS -if you are able to cancel the order, we can do this a one time courtesy and give them a store credit

hold item to be cancelled PUT THE ITEM ON HOLD[reason] Okay put the item to follow-up list- NOTE; NEED ASK A APPROL ID THE COSTUMER IS ELIGIBLE ADDING AN ITEM TO AN ORDER IN PROGRESS IS A MULRI PROCESS

always check to see the progress of the order if the current progress has not reached wrapped, for any of the item in the order you can add an item click edit order -add item -debit costumer -send new order confirmation STORE CRIDETS -only be redeem on our personalization mall website.

there is no expiration for store credits. EDIT AN ORDER PROCESS -unable to make change

CLONING PROCESS [once in a blue moon] -The first step in the cloning process is changing the order status to Hold. -Placing the order on Hold is the only way to notify the production team to stop working on the item. -Click Hold item to be cancelled next to the item you are cloning and fill in the required reason box. -Click Edit order. -Click Clone next to the item. -Make the requested changes to the item and save changes. -Do not remove the Hold from the order. The order status will be changed after the original item has been removed from the order by the Unpicks department.

ADDING COUPON TO AN ORDER -first thing, check the order if no apply coupon since our coupon is one per order.

16 CHARACTER CODES -we are able to apply directly this code only we can do is to validate, check the amount of the merchandise .

show payment details -go back to notes send confirmation email and send an canned letter. EDIT PAYMENT TO PROCESS A REFUND -the credit card information is available for approximately 20 days.

DEBITS -taking money from the costumer. CREDIT -giving money to the costumer.

REASON FOR DEBITS -full order debits "used when the payment did not go through . -reship fee " when the package is return -remake shipping " charged when the costumer is paying for the shipping cost of a free remake of item, usually due to costumer error

NOTE: 24-48hours NOTE: 20 Days

ADDRESS CHANGE -it should not be shipped out yet.

if a customer contacts us to change their shipping address, the first to check is the status of the order. The color of the status bar is put first indicator. In this example, the order has already shipped, we cannot make any changes to the shipping address. We do not change the billing address unless we are speaking over the phone with the billing credit card holder. This person will need to call. if the customer contact us to change their billing address, and the order has not shipped any change can be made. click edit order to make the change. a billing address can be changed any time as long as are verbally speaking with the billing credit credit card holder STEPS IN CHANGING THE ADDRESS edit order change the shipping address tricked the system especially for the shipping cause. ( reason )(notes) (update order) back to the order. send an email confirmation.

SHIPPING METHOD CHANGE

if a customer contacts us to change or downgrade the shipping method c from the order details screen click edit order go to shipping method and change it to standard(automatically cost total click on the please select a reason drop down (request for upgrade) (there is additional charge) select a reason

DOWNGRADE- CREDIT (CUSTOMER DUE TO CUSTOMER) UPGRADE- DEBIT (CUSTOMER DUE TO PMALL

UPGRADE SHIPPING

the system will do automatically do the math and indicate the amount due to pmall or the amount due to the customer. CUSTOMER DETAILS

CLICK THE NAME AND ROUTED TO CUSTOMER DETAIL SCREEN. under guest profile. (yellow) regular (no guest appear) information of the customer(email address, subscribe the promotions, etc) FLAGGED ACCOUNT FLAGGING THE CUSTOMER PROFILE

AVS flag (verification) Bad Behavior/repeat offender flag -good customers -no flag set pm aUTOMATED eMAIL PREFERENCE

The customer can also unsubscribe from the email list by going to the email sent. go to the very bottom click change routed to the brand subscription (TR) submit the information of the customer, submit and fill out a form, information that need to select that is appropriate to the customer concern and the customer will unsubscribe through email. (PMALL)

letter d (unsubscribe email) click insert.

TAX EXEMPT

check their tax exempt status in our system. If the current status is no, please request that they send a copy of their tax exempt letter to you via email. once receive the tax exempt letter, upload it to the go to customers name, edit customer profile , change tax exempt to yes then update profile, process the refund to the tax and send a canned letter then insert then email note to the customer then send email.

MERGE CUSTOMER PROFILE

aplicable if the customer has guest profile and created account from us. we need to merge the account. click the guest profile, convert to regular profile appear, check the box where it safe, then click merge. this order will be found in the customers account. THE THIRD CENTRAL CUSTOMER CONTACT POINTS

STATUS OF AN EXISTING ORDER

Returns and reships- when package is returned by the carrier a check the tracking shows that a package is being returned to us. check the tracking. tracking will often say incorrect or incomplete address. we need to make sure the shipping address is correct. send the canned response email requesting address to be confirmed. checked in and ready to reshipped (green- the notation of an open ticket) please let the customer know that we will reship the package at no additional charge via email. -verify the address first. letter f (tracer) edit and sed to the customer. $7.95- reship fee,

verify the customer address. HOW TO PROCESS RE-SHIP ORDER -we need to go the edit order

update the shipping address -then update order. -go back to the order. -show payment details

then go to debit state the reason (re ship free),

put the note then credit card.

Applicable for US only.

same price for their shipping.

reship TOSS- wait for 1 week

CORPORATE ORDERS

find out exactly what they need. we do not make any adjustments to corporate orders. we post the customers request on the corporate customers service chat log in terms. many TR customers shopped in the past with sales rep. if a TR customer calls looking their sales rep, please refer them to the corporate sales, there are no TR minimum purchase requirements currently, please do not post these request to the corporate customers sales RESOLVING CUSTOMER ORDER ISSUES

remake./ refund matrix

answer is NO. who are we speaking with? what is the reason for their call? what is the value of the product they are calling about? 4, under/over $70, under /over 35, photo required, TR item 150 or more? if thinking of a remake what did we do for them? what was the resolution? REMAKE REASONS THAT WILL BE RESPONSIBLE FOR HANDLING

other issues will be directed to orderimages@pmall.com GIFT WRAP Wrong Item- Right Label Wrong Personalization- Right Label Missing Part of Item

COURTESY REMAKE Cust Entered Incorrect Personalization/size Customer Entered Incorrect Address

SHIPPING/MATCHING Missing Item from Box Item Broken-No Bogus Packing Slip Doesn't Match Customer Wrong Product in Package(Wrong Label)

SHIPPER ERROR Lost Package Delivered to Wrong Address Damaged in Transit

CUSTOMER SERVICE ERROR Entered Incorrect Personalization Entered Incorrect Address Entered Incorrect Size

EDIT PAYEMENT TO PROCESS A REFUND

ON specific -AT surface -IN general Preposition of place AT- specific face ON-days and months IN general space such as month ARICLES A-use when the next word is consultant AN- VOWEL… CAPATILIZATION -first letter of the words, sentence. all proper noun are capitalized, name and her titles specific place names that groups of people religion and nationality name of days and month of holiday, name of school name of book movies magazine

PUNCTUATIONS- use to complete the sentenced

COMMON PUNCTUATION 1.PERIOD USED TO BREAK UP SENTENCES AT THE END OF A LOGICAL AND COMPLETE THOUGHT

COMMA-used to organize blocks of thought or groupings. -To separate phrases, words, or clauses in list To enclose insertion or comments -To mark off a participial phases -To mark tag question -To mark off interjection Question mark- Used to mark the end of an interrogative statement -at the end of all direction question. Not used for reported question 4.Exclamation Mark- Use to mark the end of a statement to highlight the message.

Semi Colon- Used to link independent but related statement without the use of conjunction . To separate two independent clauses that express similar or related ideas. -To separate groups of words that are themselves separated by commas Apostrophe- used to show possession or ownership and to indicate a contraction. 7.Colon- Used to introduce a list usually the word following suggest the use of a colon use only after a noun not used to denote a regular series[use comma] HYPHEN- Generally used to words use when adding a prefix to some words use when creating compound words from separate words use when writing out number as words Quotation Marks- Used to introduce a direct quote. use double quotation marks to enclose a quote use a single quotation mark for quotes within a quote Parenthesis, Bracket, Brace parentheses are use to clarify, place an afterthought, or to ass a personal comment -Brackets are use to significant an editor's note -Brace denote sets, most notably in mathematics Slash- used as a separator conjunction. Oxford comma-

Our lesson yesterday was all about capitalization and proper punctuation. What I have learned was that it is essential to know the capitalization where to capitalize a word and where to used the punctuation in a sentence. Most especially that we are dealing with customers, it is not just about the customers but we used it in our everyday lives. We used this things when we communicate to other people. Improper used of capitalization and punctuation can lead to misinterpreting or confusing the statement or the sentence.

ENGAGEMENT STRATEGY

EMOTIONAL CONNECTION

Personal Level

Relate

you need to remind the customers that they are not alone in the situation every now and then. Customers can be skeptical. break the barrier EAR STATEMENT

Empathy- emotion

shows the customers that you understand and relate to their feelings. example: I understand, I apologize, I am sorry, I apologize for what happened.., I am sorry for the inconvenience, I can imagine how frustrating this situation is for you, I apologize for what happened. I would feel the same way. Acknowledgement- concern/ situation

validates the customer's experience by explicitly recognizing their concerns or the issues they're facing. example: I understand Reassurance - YOU

provides comport by letting the caller know that their issue is solvable or that they're in good hands. example: I can help you, rest assured that I can help you with that. , I am an expert and I can assist you with that… EXAMPLE:

CONCERN: Missing Order I am sorry for the inconvenience that this caused you. I understand that your order is missing. But rest assured that I can help you.

I understand that you are frustrated and I would be too if this happened to me. APOLOGY

saying sorry or apologizing for making a mistake.

GENERIC EAR STATEMENTS EXAMPLE:

I am sorry for what happened , but I can help you with that.

In order for the customer to feel understood, and valued. Provide excellence service.

Dear Hannah,

Thank you for contacting Personalization Mall. We're sorry for the inconvenience and we understand that you are frustrated about your order that is not delivered. But rest assured that we can assist you with your concern.

Upon checking, we would like to inform you that there is a delay of the delivery of your order due to weather conditions. You will receive an email within this day about the status of your order and you can track it with this link, PersonalizationMall.com.

If you have any inquiries, don't hesitate to contact our customer service PersonalizationMallcustomerservice.com for more information.

Sincerely,

Elaiza Personalization Mall Customer Service Care

Dear Daniel,

Thank you for reaching out Personalization Mall. We received your concern about the order you purchased that hasn't not shipped yet and we understand how you feel since this gift is for your daughter's birthday and we know how important this event for you. But rest assured we can assist you with your concern.

We would like to inform you that your order status is not shipped yet, but we assure you that your order will be delivered on time on or before on your daughter's birthday. You will receive an email within this day about the status of your order. Kindly click this link PersonalizationMall.com to track your order status.

If you have any inquiries, don't hesitate to contact our customer service PersonalizationMallcustomerservice.com for more information.

Sincerely,

Elaiza Personalization Mall Customer Service Care

Email Exercises

Dear Michael,

Than you for reaching Personalization mall. I apologize for the inconvenience you've experience.

To process refund or remake kindly send clear picture of the wrong name printed item as a proof . Here's the link https.cpm.com. We will send you email as soon as possible once its already done.

If you have any inquiries Please don't hesitate to contact us again Thank you.

Best Regards, Lorena, Personalization Mall Costumer Service Representative

Dear Hannah,

Than you for reaching Personalization Mall. We sorry for the inconvenience i understand that this order is important to you. Please allow me process your order kindly send me the order number # and let me process it for you.

Reassured that your order will deliver at your address as soon as possible.

If you have any inquiries Please don't hesitate to contact us again Thank you.

Best Regards,

Lorena, Personalization Mall Costumer Service Representative