KeepCup CS Team delivers commercial support by minimising ticket touches through efficient resolution processes and an approach that holds fairness for all paying customers top of mind.
Assistance is Channel dependent:
Customer Issues from Resellers and Distributors
We distinguish between different types of resellers in our CS response.
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Reseller Type
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Action
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DTC
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Deal directly with customer on terms.
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Marketplace - Amazon, Faire, Hugg
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Return to point of purchase
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Independent local reseller
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Deal directly with customer on terms.
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Large retailer or chains
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Return to point of purchase
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Distributor
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Return issues go back customer to provide replacement parts or remedy through their own ecomm.
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Consistent Approach on Replacement Parts and Returns
We must be consistent in approach to replacement parts. They aren't free and we cannot provide free freight to South Africa. The tools we can use:
- replacement parts snippet - 95% of the time.
- Free Freight Threshold (to be discussed for international)
- % discount on sale 20% maximum
New Lid or New Product?
With envelop lids and leaks, it can be a small cup that is also contributing to the leak.
Best solution is a UNIFIC code for a complete Thermal or Brew product.
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Leaking Lid on Product
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Unific Code Solution
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Original - Plastic Cups
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Lid part only
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Glass - Brew Cups
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Full product replacement
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Thermal - Stainless Steel Cups
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Full product replacement
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Helix - Stainless Steel cups or Plastic
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Lid part only
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Fraud Action
Order stopped for fraud we wait for customer to contact us.
We investigate why it was stopped, large orders may require further investigation.
Ask customer to provide evidence the funds have left their account.
Ticket Data Requirements
Before closing any ticket, ticket must have these three data fields completed: (1) ticket owner; (2) country; and (3) Enquiry Type.
Delivery Tracking
All customers should automatically receive tracking information. If raise a ticket asking for details, locate tracking details and share with the customer.
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Country
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Tracking Portal
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Australia/ APAC
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Australia Post
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UK
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Royal Mail
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Ireland
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An Post through RM
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US
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Verde Portal. Order look up for tracking. Either USPS, UPS or Fedex
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Returns
We always wait for returns and check them.