105 procedures.
Adverts
The purpose of this SOP is to give an idea of how to make an ads and renew in
ANSWERING EBAY MESSAGES
The purpose of this document is to shows different videos in answering eBay d, Scope, Responsibility, and Objective were added by the uploader
Arrange Collection
The purpose of this SOP is to give an idea about Arrange Collection.
Arranging Collections (Despatch Bay)
To show proper procedure on how to arrange collection (Dispatch Bay).
Bragan Listing Operations
Bragan Listing Operations
Canceling an eBay order SOP
The purpose of this SOP is to have the standard way of canceling an eBay order.
Courier Claims
The purpose of this SOP is to give an idea about the process of doing Courier Claims.
Create Positive Trustpilot Review or Feedback
Sometimes customers will leave negative reviews on Trustpilot.
Creating Custom View Example
The purpose of this system is to outline how to create a custom view.
CS Training Learning Plan v2
The purpose of this document is to show a customer service learning plan
Customer Group
The purpose of this procedure is to provide detailed overview of how Trade
Customer Service Daily Workflow
To effectively and efficiently be able to do your job there are several applications and
Daily Email Answering Recordings
The purpose of this document is to shows different daily video email answering d, Scope, Responsibility, and Objective were added by the uploader
DPD Queries
The purpose of this SOP is to give an idea about DPD Queries.
Dummy Claims
Dummy Claims.
eBay - Account overview SOP May 2021
To understand how the back end of eBay is set out and the different sections you
eBay - Create out of stock link SOP
When an item is out of stock, we want customers to be able to get notified once the
eBay - Customer Cases SOP
Customers can open cases against us on eBay for many different reasons.
eBay - Defects SOP
Find out what open defects we have against our account on eBay.
eBay - Email Signature for Out of Office SOP
When the business is closed for holidays we need to be able to have an automatic
eBay - Expected Delivery Time SOP
Most of the customers will ask how long the delivery will take to their location.
eBay - Monitor Negative Feedback SOP
The higher our eBay feedback rate the more we are perceived as trustworthy by the
eBay - Sending eBay Promotional Offers SOP
Sometimes customers will ask for a discount on our fixed priced items and this
eBay call - Feedback Removal
To show an eBay call asking for feedback removal.
Email - Usage & Process 2020 Update
The purpose of this SOP is to give an idea on how to process Email - Usage &
Email - Wrong Item (Can't fit, ordered incorrectly)
The purpose of this SOP is to give an idea on how to make Email - Wrong Item (Can't
Email Answering Recording (Zendesk)
This document shows different video email answering recordings.
Facebook Groups List
To show a list of Facebook groups.
Fastway Manifest Download
The purpose of this SOP is to give an idea about Fastway Manifest Download.
Fastway Previous Manifest Download
The purpose of this SOP is to give an idea about Fastway Previous Manifest
Fastway Proof Of Delivery
The purpose of this SOP is to response to customer request of proof of delivery.
Finding Tracking Details in Linnworks
The purpose of this SOP is to give an idea about Linnworks - Tracking Details.
Folderise Email (Zendesk)
The purpose of this SOP is to give an idea about the Folderise Email.
FOLDERISING EMAILS
This file will show a video process of how to foldersing and answering emails.
Handling Customer Invoice Request through Linnworks (eBay Customer)
A copy of the invoice is automatically sent to the customer through email when the
Handling Customer Invoice Request through Xero
A copy of the invoice is automatically sent to the customer through email when the
Handling Damage Item Complain
The purpose of this SOP is to give an idea on handling damage item complain.
Handling Email Request to Return or Swap an Item
This SOP aims to ensure that the returns are logged accordingly on our file to
Handling Fitment Issue
The purpose of this SOP is to give an idea on handling the fitment issues from
Handling Fitting Guide Request from Customers
The purpose of this SOP is to standardize the process of sending fitting instructions.
Handling Missing Item Complaints
The purpose of this document is to show how to handle emails with missing items
Handling Order Cancellation Request
The purpose of this SOP is to give an idea of how to handle order cancellation
Handling Prewire Queries
The purpose of this SOP is to give an idea of how to handle prewire queries.
Handling Queries for Out of Stock Items
This process explains how to handle emails from the customer looking for items that
Handling Returned Item Queries v1
The purpose of this SOP is to give an idea of how to process Email Handling Returns.
Handling Shipment Tracking Queries
The 'Tracking Information' is normally sent to the customer’s email address upon
Handling Tracking Query
The 'Tracking Information' is normally sent to the customer’s email address upon
Handling Tracking Query v1
The purpose of this SOP is to give an idea about tracking queries.
Handling website failed orders
This SOP is used to ensure that orders that did not go through successfully at the
How to add Internal Note in Zendesk Ticket
Internal notes are used in Zendesk for team members to communicate with each
How to Add Members, Assign System & Roles in SystemHUB
SystemHUB is Bragan’s Procedure Management Tool.
How to Arrange Collection
The purpose of this document is to show instructions about the arranged collection.
How to Check on Returned Items
This SOP aims to ensure that the returns are logged accordingly on our file to
How to Contact a Courier
Contacting a courier is vital in finding out the status of a customers order.
How to Create an Order for a Customer on Backend
This SOP will show users how to create an order on a customer through Magento.
How to Create New Ticket in Zendesk
In order to send a new email thread through Zendesk, a new ticket must be created.
How To Create Zendesk Macro
Using macros, you can respond to customers faster while reducing the chance of
How to Create, Acknowledge, Format & Share a System
SystemHUB is Bragan’s Procedure Management Tool.
How to Forward Invoice from Replyco to Dext
The purpose of this SOP is to guide Customer Service Agents on how to forward
How to Get an eBay Link for Out of Stock Items
The purpose of this SOP is to give an idea of how to get an eBay link for out-of-
How to Merge Ticket on Zendesk v2
Multiple tickets from the same sender/recipient regarding the same issue can be
How to Report Dispatch Mistake
The purpose of this document is to guide customer service agents when and how to
How to Request for New Listing, Listing Updates and Create an SKU
The purpose of this document is to outline to customer service staff on how to
How to Track Orders
The purpose of this SOP is to give an idea on how to track orders.
How to Update a System
SystemHUB is Bragan’s Procedure Management Tool.
how-to-attract-customers-with-facebook
how-to-attract-customers-with-facebook
Identifying Faulty Stock / Supplier Claim
The purpose of this SOP is to give an idea about Identifying Faulty Stock / Supplier
IFS Queries
The purpose of this SOP is to give an idea about IFS Queries
Important Information Regarding Shipment Instructions
The purpose of this document is to show the important information regarding d, Scope, Responsibility, and Objective were added by the uploader
Intercompany transactions
Intercompany accounting is a set of procedures used by a Bragan company to
Key points
Key points
Linnworks - Using Linnworks
The purpose of this SOP is to give an idea about using Linnworks.
Linnworks Function - Checking Supplier
The purpose of this SOP is to give an idea about Linnworks Functions - Checking
Linnworks Function - Customer Service 1
The purpose of this SOP is to give an idea about Linnworks Function - Customer
Linnworks Function - Customer Service 2
The purpose of this SOP is to give an idea about Linnworks Function - Customer
Linnworks function Checking supplier
The purpose of this SOP is to give an idea about Linnworks Function - Checking
Linnworks Functions
The purpose of this SOP is to give an idea about Linnworks Functions.
Macro Usage
A MACRO is a prepared response or action that an agent can manually apply when
Magento Customer Groups Standard Operating Procedures SOP
The purpose of this procedure is to provide a detailed overview of how Customers
Magento Discount Code / Replacing Homepage Banners / Creating SEO Hyperlinks SOP
Sometimes customers will ask for a discount on our fixed priced items and this
MailChimp
The purpose of this SOP is to give an idea about using
Order Double Check Sending Email
This task is done to minimize possible issues on orders.
ParcelForce - WDM User Guide
To guide all Bragan personnel on how to use ParcelForce - WDM for booking
ParcelForce - WDM User Guide v1
The purpose of this SOP is to give an idea about ParcelForce - WDM User Guide.
Possible Technical Issues
Possible Technical Issues
Product Requested
Product Requested is designed to grow our Company's product variations and ensure
Review Request
Review Request is designed to increase our Company's reputation by sending links for
Saving Potential Pictures
The purpose of this SOP is to give an idea of how to save pictures sent by customers
Sending Double Check Order Email
This task is done to minimize possible issues on orders.
Sending Late Delivery Dispatch Emails to Customers
The purpose of this SOP is to give an idea on how to let the customer know that
Sending Potential Sales Email to Customer
The purpose of this SOP is to give an idea of how to send potential sales emails to
Sending Potential Sales email to Customer v1
Potential Sales is designed to grow our Company's Sales by ensuring to send email to
Sending Return Email For Customer
The purpose of this SOP is to give an idea of how to send return emails to
Supplier Claims
The purpose of this SOP is to give an idea about Supplier Claims.
Unhappy customers(UPDATED30092016
Unhappy customers(UPDATED30092016
VAT Process & Vies Validation
VAT is levied on most goods and services provided by registered businesses in the UK
Warehouse Queries for Customer Related Concerns
The purpose of this document is to show how to deal with warehouse customer-
Week 1 - Coaching Session
This document shows the previous trainee's week 1 coaching session.
Week 2 - Coaching Session
This document shows the previous trainee's week 2 coaching session.
Week 2 - Learning Session
This document shows the previous trainee's week 2 coaching session.
Xero Setup and Customer Groups
The purpose of this procedure is to provide detailed overview of how Xero
Zendesk Email - Usage & Process
Zendesk Email - Usage & Process
Zendesk Email- Creating new ticket & Assigning a ticket.
Zendesk Email- Creating new ticket & Assigning a ticket.
Zendesk Live Chat Instruction
The purpose of this SOP is to give an idea about Live Chat Instruction.
Zendesk SOP
This material is made for you to have a quick overview of what Zendesk is all about