Customers sometimes make errors when placing an order and don't notice what is offered in personalisation. ie - request 'Sophie' when the option provided is 'initials (Max 3 letters).
Find the order in New Admin.
Ring the customer if possible, explaining the production team has advised that the wrong number/initials have been requested etc. - if you are able to obtain the information:
Add note on order under 'Production note' with the customer's request and respond to the production team in slack confirming the request.
No answer/no number - use the relevant canned response to email* the customer.
- Add note under 'Production note' that you have emailed and/or left a voice message
- slack yourself the order number and set reminder for 2 days time to chase if no response.
- add a thumbs up emoji to the member of productions slack to show the issue is being addressed
If the customer doesn't respond within 2 days - try ringing again/send a reminder canned response (this last response warns the customer that if no response is received within a day or two, we will ship the order plain and refund the cost of the print paid for) let me know if I have missed anything John - thank you
Create a new ticket in Freshdesk to email the customer so that everyone can see the response.
Click on NEW and then on 'New Ticket'
Contact = customers email
Subject = what the ticket relates to ie 'Personalisation Request'.
Admin URL = relevant order's link
Order Reference = order reference
**Ignore the next few options**
Group - set to 'existing order'
Description = 'Personalisation Request'
Click on the word 'Create' not on the dropdown arrow to the right.
Click reply and add the canned response 'wrong personalisation - number request/initials request
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