Bragan SOPs / Customer Service All departments
Customer Service

Macro Usage

A MACRO is a prepared response or action that an agent can manually apply when

Updated 2022-08-10Author Mariel BRAGANSource Bragan.net — SystemHub

Overview#

Purpose: A MACRO is a prepared response or action that an agent can manually apply when they are creating or updating tickets. Macros also contain actions that can update ticket properties. Using Macros will allow less error and also helps if other members of the Team have to take over a Customer order/issue. Macro is the first preference reply to any email received. For you to become efficient in this role, you will have to familiarize yourself with all the available Macros. It is a must that the 1st and 2nd emails should be answered with a Macro. The purpose of this document is to show the proper usage of the macros.

Scope: This SOP applies to all CS Team (Team PH/Team IRL), Management and Accounts for an efficient and fast way to reply to customer’s emails and clear out the tickets on the folder.

Responsibility: It is the customer service representative’s responsibility to follow the proper Macro Usage process.

Objective: The objective of this procedure is to guide employees in the proper usage of Macros.

INDEX:

  1. How to Access & Apply Macros

1.1. Zendesk

1.2. Replyco

  1. Most Used Macros

2.1. Replyco

2.2. Zendesk

  1. How to Create Macros in Zendesk
  2. How to Edit Macros in Zendesk
Screenshot
Screenshot
  1. How to Access & Apply Macros

1.1. Zendesk Macros can be accessed at the dropdown menu at the bottom of the Zendesk window

Screenshot
Screenshot

Once applied it will fill out all the necessary fields including Tags, Action, Folder. (Depending on the macro), After applying the macro it is still the agent’s duty to update the needed information in the reply, check if the correct tags are applied, and submitting the ticket with the correct option (open, pending, and solved).

1.2. Replyco For Replyco, macro can be accessed by clicking the dropdown menu. See Figure 2.

Fig. 1
Fig. 1
  1. Most Used Macros

2.1. Replyco 2.1a. Sales Enquiry / Initial Product Purchase Macros 700 Sales Enquiry Inquiry - Initial product purchase questions from customer

  • used when customers are looking for an accessory item for their vehicle, the link should be a broad or general link for all accessories for his vehicle. Example: customer is asking for a roll bar for his Volkswagen Amarok 2016. Do not just send the link for roll bars but for all accessories of Volkswagen Amarok 2016. This way he might see other items he likes to purchase.
Fig. 2
Fig. 2

701 Sales Enquiry Inquiry - Initial product purchase questions from customer - Additional Information Required

  • used when you need more information from the customer so we can provide the appropriate reply.
Fig. 3
Fig. 3

712 Sales Enquiry Inquiry - Item Fits the make and model stated in the advert listing description

  • used when customers ask if this item will fit their vehicle model.
Fig. 4
Fig. 4

713 Sales Enquiry Inquiry - Shipping Custom Fees enquiry query

  • send this to international customers asking about custom charges, taxes and import duties
Fig. 5
Fig. 5

723 Sales enquiry inquiry - Best prices shown on listing offer no discount

  • send this to customers that are asking for discounts.
Fig. 6
Fig. 6

Out-of-Stock Macro - send this to customers inquiring about items that are out of stock, make sure to ask procurement for the ETA so you can edit the time frame when it will become available. If unsure of the ETA, remove the time frame part. Then send broad link of other accessories for his vehicle.

718 Sales Enquiry Inquiry - Stock Availability - Out of stock - WEBSITE SIGN UP to be notified notify

Fig. 7
Fig. 7

719 Sales Enquiry Inquiry - Stock Availability - Out of stock- EBAY ADD TO WATCH LIST to be notified notify

Fig. 8
Fig. 8

2.1b. Fitting Instructions Request / Fitting Information Macros

201 Fitting Instructions Request - General Fitting guide, Instruction, Installation, Fitment Issue

  • used when customer are requesting for a copy of their fitting guide. Make sure to provide the correct Dropbox link. See SOP on Handling Fitting Guide Request from Customers.
Fig. 9
Fig. 9

207 Fitting Instructions Request - WINDOW DEFLECTORS ADHESIVE Fitting guide, Instruction, Installation, Fitment Issue (Most Deflectors we carry are adhesive)

  • send this for fitment problems about window deflectors (adhesive type) or asking for fitting instruction.
Fig. 10
Fig. 10

214 - Fitting Instructions Request - When Fitment info information has been offered to Customer, Picture Pictures Request Requested

  • use this when customer complains that the item he bought do not fit his vehicle.
Fig. 11
Fig. 11

2.1c. Delivery Issues / Tracking Enquiries Macros

002 Delivery Issues / Tracking Enquiries - Warehouse store collection customer asking to collect order

  • send this to customers asking to collect their orders in our warehouse or to customers asking to drop off their return items
Fig. 12
Fig. 12

Returns address for order Exchange Macro- use this  when customer wants to return their item for refund or for swapping with other item. Edit when necessary. The difference of the two macros is the link to the return form. (Macro 004 - for eBay customers and Macro 005 - for website customers)

004 Delivery Issues / Tracking Enquiries - EBAY - Returns address for order Exchange

Fig. 13
Fig. 13

005 Delivery Issues / Tracking Enquiries - WEBSITE - Returns address for Exchange

Fig. 14
Fig. 14

008 Delivery Issues / Tracking Enquiries - Tracking Delivery Query Enquiries Emails - Where is my order / item

  • used when customers are asking for the delivery status of their orders
Fig. 15
Fig. 15

010 Delivery Issues / Tracking Enquiries - Tracking shows delivered but customer not received lost

  • we use this for customer to check the parcel with their neighbour.
Fig. 16
Fig. 16

013 Delivery Issues / Tracking Enquiries - Courier Issue - Item Lost / Damaged

  • Sending Replacement
  • we send this when there is a delay in sending customer's order. We will blame the courier for the delay so it is easier to pacify the customer.

014 Delivery Issues / Tracking Enquiries - Courier Issue - Lost Damaged - Out of Stock (Customer prefer Refund or Wait for Replacement?)

  • we send this when there is a delay in sending customer's order and upon checking it is flagged as out of stock. We will blame the delay with the courier so it will be easy for us to pacify the customer.
Fig. 18
Fig. 18

040 Delivery Issues / Tracking Enquiries - Arrived / Courier Delivered Damaged Damage - Pictures Picture Request Requested

  • use every time there is a damage complain from customer (edit if necessary). See SOP on Handling Damage Item Complain
Fig. 19
Fig. 19

028 Delivery Issues / Tracking Enquiries - Courier Damaged item Damage - Picture Pictures Sent Received / Offer Partial Refund to Keep Item

Fig. 20
Fig. 20

029 Delivery Issues / Tracking Enquiries - Delivered Item Verification picture pictures request - Missing items parts pieces / Order not complete

  • used when there are missing item complains. This should be the first macro to send for any missing item issues, you can edit it if some of the content is not applicable (ex. the customer already sent some of the required pictures, then you can edit this part out)
Fig. 21
Fig. 21

Courier Claim Macro - use this when processing claims to courier. Make sure to use appropriate macro for each courier.

025 Delivery Issues / Tracking Enquiries - EF FASTWAY Courier Claims - Requesting claims form

Fig. 22
Fig. 22

026 Delivery Issues / Tracking Enquiries - IFS Courier Claims -Requesting Claim Form

Fig. 23
Fig. 23

027 Delivery Issues / Tracking Enquiries - – FEDEX Courier Claim

Fig. 24
Fig. 24

2.1d. Product Fitting Information / Compatibility Macro

410 Product Fitting Information / Compatibility - Item Fits the make and model stated in the advert listing description

  • used when customers ask if this item will fit their vehicle model.
Fig. 25
Fig. 25

415 Product Fitting Information / Compatibility - TRI-FOLD ROLL & LOCK TONNEAU COVER Suitability Compatible / Compatibility with Customer 4x4 Truck Bed

  • we usually send this to customers who ordered tonneau covers. We need their confirmation to this email so we can proceed in processing their order. We do this since in the past, there are many fitment issues all because customer fails to double check the listing to their vehicle.
Fig. 26
Fig. 26

421 Product Fitting Information / Compatibility - Correct Item Order Delivered Verification - Ordered Item Numbers / Compatibility Pictures Picture - Potential Wrong Item ordered / Dispatched Received

  • use this to request for pictures from customer of what he received and picture of item fitting to vehicle to show the issue
Fig. 27
Fig. 27

426 Product Fitting Information / Compatibility - Delivered Item Verification picture pictures request - Missing items parts pieces / Order not complete

  • used when there are missing item complains and requesting for fitting information. You can edit it if some of the content is not applicable (ex. the customer already sent some of the required pictures, then you can edit this part out)
Fig. 28
Fig. 28

Pre-Wire Macro - use for all pre-wire inquiries. Make sure to send correct macro, example: if customer is from eBay, make sure to use the macro for

eBay. Refer to SOP for the guide on when to use Option 1 and Option 2.

405 Product Fitting Information / Compatibility - EBAY PRE-WIRE wired service - Option 1 (More Expensive)

Fig. 29
Fig. 29

406 Product Fitting Information / Compatibility - WEBSITE PRE-WIRE Service - Option 1 (More Expensive)

Fig. 30
Fig. 30

407 Product Fitting Information / Compatibility - EBAY PRE-WIRE Service - Option 2 (Less Expensive)

Fig. 31
Fig. 31

408 Product Fitting Information / Compatibility - WEBSITE Pre-wire Service - Option 2 (Less Expensive)

2.1e. Unhappy Customer / Review Macro 1001 Unhappy Customer / Review - Issue under investigation and review delay, allow further time to resolve

  • send this if you still do not have a definite answer to the customer, this is just not to left the customer hanging while you are still doing the investigation of the issue.
Fig. 33
Fig. 33

1014 Unhappy Customer / Review - Delivered Item Verification picture pictures request - Missing items parts pieces / Order not complete

  • used when there are missing item complains. This should be the first macro to send for any missing item issues, you can edit it if some of the content is not applicable (ex. the customer already sent some of the required pictures, then you can edit this part out)
Fig. 34
Fig. 34

1015 Unhappy Customer / Review - Cannot Call Office for Technical Help

  • used when customer gives their numbers and ask us to call them or for customers asking for our contact number so they can call us.
Fig. 35
Fig. 35

1017 Unhappy Customer / Review - Offer Partial Refund to Resolve Issue

  • mostly used for damage item complains, always offer this after assessing all pictures sent by customer . Goal is we want the customer to keep the item. Collecting this damage item is not ideal for the company since this is added cost and we will be selling this as damaged item.
Fig. 36
Fig. 36

2.1f. Sales Promotions / Upselling Macro

919 Sales Promotions / Upselling - Final Email -Promotional picture pictures request to customer - Use This email as sign off to a customer

  • Use This email as sign off to a customer. (Note: ensure that we helped the customer or they already purchased the item)
Fig. 37
Fig. 37

900 Sales Promotions / Upselling - Potential Sales (Weekly task to send this email to all customer that are email tagged "Potential Sales")

  • send this to all emails labeled as Potential Sales, this is done weekly for all CS agents. See SOP on How to Send Potential Sales Email to Customer
Fig. 38
Fig. 38

2.1g. Shipping Cost Inquiry Macro

007.1 Shipping, Tracking & Returns - WEBSITE - Delivery Cost enquiry query (Shipping cost is shown in cart at checkout)

Screenshot
Screenshot

007.3 Shipping, Tracking & Returns - Delivery Cost enquiry query (UK & Ireland)

Fig. 39
Fig. 39

007.4 Shipping, Tracking & Returns - EBAY - Delivery Cost enquiry query Cost query

Fig. 40
Fig. 40

2.1h. Financial & Accounts Macro 112 Financial & Accounts - Supplier Claim

  • we use this when we create a supplier claim ticket.
Fig. 41
Fig. 41

111 Financial & Accounts - Re-Send Customer an Invoice for sent order

  • we use this when customer requested for invoice
Fig. 42
Fig. 42

Zendesk#

Macro 000 Initial product inquiry (From new customer) Macro 019 Out of Stock (No restocking date) Website Macro 020 Out of Stock (No restocking date) eBay Macro 009 Item Fits the model stated in the advert listing

Macro 500.1 Fitting Instructions Request (After purchase) Macro 500.2 Fitting Instructions Request (Before purchase) Macro 427 Tracking query emails Macro 427.2 Tracking query (Outside Timeframe) Macro 012 Shipping Cost query (WEBSITE-Shipping cost is in Cart) Macro 015 Shipping Cost query (eBay) Macro 526 Delivered Item Verification - (Missing parts / Order not complete) Macro 510 Delivered Item Verification - Ordered Item Numbers / Pictures - Potential Wrong Item Macro 513 Product Fitment Issues Macro 511 Arrived damaged - Pictures requested Macro 307 Re-Send Customer an Invoice for sent order Macro 501 TUV / ABE / ITV CERT Macro 022 - eBay Pre-wire Service - Option 1 Macro 023 - Website Pre-wire Service - Option 1 Macro 024 - eBay Pre-wire Service - Option 2 Macro 025 - Website Pre-wire Service - Option 2

Complete Macros & Content#

Replyco#

To see the full list of macro and its content in Replyco click on Tools > Automation > Templates

Fig. 43
Fig. 43

Zendesk#

Here are all the Macros we have available with the details of the content. This will allow you to have an overview of the common emails we received, frequent concerns

and how should we handle each issue.

Macro Number Macro Content
000 Initial product enquiry (From new customer) Hi there, Please copy and paste the following link into your web browser for all relevant items; >> Link << If you have any further questions, please let us know. Thank you.
001 Fitting / Invoice / Tracking Initial Request from customer Hi there, Delivery status (Tracking information) Product fitting information and VAT Invoice will be sent in an email on item dispatch. Please also check your spam filters if you have not received this. Thanks.
002 Location Inquiry Hi there, Thanks for your interest in our product. We have a closed warehouse and operate through online only. We do not have a shop and collection facility. We dispatch goods from our
warehouse and all items are free postage to Ireland and Mainland UK. Thank you.
003 Initial Inquiry - Additional Information Required Hi there, Thanks for your interest in our product. I want to be sure I am providing you with correct information. Please, can you provide the SKU#/Link/Picture of the item you are interested in? Please also provide the complete details of your vehicle. Many thanks.
004 Painting stainless bars Hi there, These bars can be painted using an acid-based primer, many customers have done this before with success. This would need to be done by yourself. Thank you.
005 Bar comes as standard Hi there, Thanks for showing interest in our product. Bars come as standard with light configuration as per listing, you would need to purchase the LED separately to do this if you need to. Thank you.
006 Changing LED Colour - eBay Hi there, We do not change LED Light colour in the bars. The LED colour stated in the advert comes as standard. If you prefer a different colour, you may purchase them separately through the link below. www.ebaystores.co.uk sid=982872422&_nkw=bra1003&imageField.x=0&imageField.y=0 Thank you.
007 Changing LED Colour - Website Hi there, We do not change the LED Light colour in the bars. The LED colour stated in the advert comes as standard. If you prefer a different colour, you may purchase them separately through the link below. postcodes/locationsthe Thank you.
008 Asking for Discounts Hi there, Thanks for showing interest in our product. The best price is shown in our advert. If you can offer a picture of the item fitted to your vehicle for our promotional use should you go ahead with the purchase, and by leaving positive feedback we would be glad to offer a partial refund upon receipt of good quality photos. Many thanks.
009 Item Fits the model stated in the advert listing Hi there, These items fit the generation years for the make and model stated in the advert title and description. Please check your vehicle logbook to know your model, and check against the listing description & measurements. Please make sure you are 100% happy before purchase. Thank you.
010 General product suitability Hi there, It would be advisable that you first check the dimensions and description details in the add description carefully against
your intended usage. You should satisfy yourself that the advertised item details will suit your needs both by way of the description text and pictures referenced. We have sold a lot of these in the past without issue, we do also supply main dealers. Thank you.
011 Shipping Custom Fees Query Hi there, Normally there are customs fees for international deliveries. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying. Thank you.
012 Shipping Cost query (WEBSITE- Shipping cost is in Cart) Hi there, Shipping prices are shown on our website. If you add the items to your cart and enter your address you will be given a quote. Thank you.
013 Shipping Cost query (WEBSITE- Hi there,
Add Shipping Cost) Shipping cost to your location will be (ENTER SHIPPING COST) This will be applied automatically to the order value on the checkout page on the website. Please let me know if you have any further questions. Thank you.
014 Shipping Cost query (UK & Ireland) Hi there, Shipping to the UK & Ireland is included in the cost of the item. Some postcodes / locations do incur an additional charge implemented by the courier. This can be seen at checkout when you enter your delivery address. Thanks.
015 Shipping Cost query (eBay) Hi there, Shipping cost and the estimated delivery date are shown on the eBay advert.
Please click on the postage details tab ( Below the "Buy It Now" Button ) to search your location. Please let me know if you have any further questions. Thank you.
016 Stock availability - When item is in stock Hi there, Yes, we this in stock. I would advise ordering now as future stock levels can sometimes be out of our control. Thank you.
017 Out of stock - Website-Sign up Hi there, We will have this item back in stock in 2-3 weeks. Please can you sign up to the link on the item listing to be notified with this item is back in stock. This can be done by clicking the Notify me when this product is in stock on the advert and follow the indicated steps. We thought you may be interested in purchasing other items we have to offer which may be suitable for you. Please copy and paste the following link into your browser search bar to view the item on the listing: <>
If this item is of interest to you then you may purchase it directly from that listing. Please do not hesitate to contact us should you have any queries or if we can be of any further assistance. Thank you.
018 Out of stock - eBay- Add to Watchlist Hi there, Please see the following link to the relevant item. >>Link << We will have this item back in stock in 2-3 weeks. Please add this item to your eBay watchlist, you will be notified when it is available.​ We thought you may be interested in purchasing other items we have to offer which may be suitable for you. Please copy and paste the following link into your browser search bar to view the item on the listing: <> If this item is of interest to you then you may purchase it directly from that listing. Please do not hesitate to contact us should you have any queries or if we can be of any further assistance. Thank you.
019 Out of Stock (No restocking date) Website Hi there, Please see the link to the relevant item. >>LINK<< This is still under production and we do not have an exact restocking date yet. Please ensure to sign up to the link on the item listing to be notified with this item is back in stock. This can be done by clicking the Notify me when this product is in stock on the advert and follow the indicated steps. We thought you may be interested in purchasing other items we have to offer which may be suitable for you. Please copy and paste the following link into your browser search bar to view the item on the listing: <> If this item is of interest to you then you may purchase it directly from that listing. Please do not hesitate to contact us should you have any queries or if we can be of any further assistance. Thank you.
020 Out of Stock (No restocking date) eBay Hi there, Please see the link to the relevant item.
>>LINK<< This is still under production and we do not have an exact restocking date yet. Please ensure to add this item to your eBay watch-list, you will be notified when it is available.​ We thought you may be interested in purchasing other items we have to offer which may be suitable for you. Please copy and paste the following link into your browser search bar to view the item on the listing: <> If this item is of interest to you then you may purchase it directly from that listing. Please do not hesitate to contact us should you have any queries or if we can be of any further assistance. Thank you.
021 Potential Sales (Item Back in Stock) Hi there, We know you have been patiently waiting. We would like to inform you that the (PRODUCT) you are interested in is now back in stock! > Link to Product listing This item sold out easily so hurry and get them now!
022 - eBay Pre-wire Service - Option 1 Hi there, We can pre-wire this item for a price of 150 pounds + VAT to you. This would add an additional 2/3 Days to the order dispatch time. Please add the item below upon checkout so we can get the item prewired. http://www.ebay.co.uk/itm/PRE-WIRE-01-DIFFICULT-PRE- WIRE-SERVICE-/274455760138?hash=item3fe6d68d0a Thank you.
023 Website Pre- wire Service - Option 1 Hi there, We can pre-wire this item for a price of 150 pounds + VAT to you. This would add an additional 2/3 Days to the order dispatch time. Please add the item below upon checkout so we can get the item prewired. www.bragan.net/pre-wire-01-difficult-pre-wire-](https://www.bragan.net/pre-wire-01-difficult-pre-wire-service.html) service.html Thank you.
024 eBay Pre-wire Service - Option 2 Hi there, We can pre-wire this item for a price of 90 pounds + VAT to you. This would add an additional 2/3 Days to the order dispatch time. Please add the item below upon checkout so we can get the item prewired. www.ebay.co.uk PRE-WIRE-SERVICE-/283975221104?hash=item421e3dff70 Thank you.
025 Website Pre- wire Service - Option 2 Hi there, We can pre-wire this item for a price of 90 pounds + VAT to you. This would add an additional 2/3 Days to the order dispatch time. Please add the item below upon checkout so we can get the item prewired. pre-wire-02-mid-to-difficult-pre-wire-service.html service.html Thank you.
026 Prewiring Inquiry Hi there, The prewire service will run the loom through the bar and have all components wired, it will leave the wire out at one end, ready to be wired to the vehicle. Thank you.
027 (eBay Price offer) Hi there, I can do these for (ENTER AMOUNT). Please see price breakdown below. SKU - Price If you are happy with this, should I go ahead and send you an eBay offer?
Thank you.
028 eBay offer sent Hi there, I have sent you an eBay offer as per previous messages. Please check your eBay messages. Please notify us when you have made payment. Thanks again.
029 Outside eBay sale Hi there, All items advertised on eBay must be purchased through eBay - best prices are shown in our eBay shop. www.ebaystores.co.uk Thank you.
030 Product Fitment / Discount Hi there, This item will fit the vehicle model stated in our advert. If you can offer a picture of the item fitted to your vehicle for our promotional use should you go ahead with the purchase, we would be glad to offer a discount on a future order if you can help.
Thank you.
031 Drill Type LEDs - Ebay Hi there, Because of issues related to Covid, we cannot offer additional LED service currently. We have a new type of LEDs that will only require you to drill small holes to fit them on the bar. Please see the link below. www.ebaystores.co.uk sid=982872422&_nkw=bra1003b- &imageField.x=0&imageField.y=0 Thank you.
032 Drill Type LEDs - Website Hi there, Because of issues related to Covid, we can not offer additional LED service currently. We have a new type of LEDs that willl only require you to drill small holes to fit them on the bar. Please see the link below. www.bragan.net Thank you.
033 Confirm Piece with Warehouse Hi there,
Could you send a picture of the item you need the piece for? I would have to confirm with the warehouse team if we have some spares in stock. Thank you.
034 Website Order Incomplete - Offer Paypal Hi there, It seems as though the order was not complete successfully, the checkout process was not finished and no payment has been taken. Would you like to pay by Paypal if I send you an invoice? If so, please provide your Paypal email. Thank you.
035 PayPal invoice has been sent Hi there, A PayPal invoice has been sent for your order. Please confirm if payment has been made so we can update your order. Thanks.
036 Item Not Available Hi there, Unfortunately, we do not have <> available for your vehicle model at the moment. I will request this from our supplier to see if we can add to our catalogue. We thought you may be interested in purchasing other items we have to offer which may be suitable for you. Please copy
and paste the following link into your browser search bar to view the item on the listing: <> If this item is of interest to you then you may purchase it directly from that listing. Please do not hesitate to contact us should you have any queries or if we can be of any further assistance. Thank you.
037 Customization Request Hi there, Please open the following file link and complete as requested - please reply this form with signature so we can accommodate your detailed request. Note: customized items are non refundable. Thank you.
038 Catalogue Enquiry Hi, Thank you for showing interest in our products. Please following the link below to our downloadable catalogue. I can also have this sent with your first purchase.
catalouge.html Trade inquiries are welcome, let us know if there is anything we can help you with. Thanks.the
039 eBay cancellation request to receive refund Hi, I have just sent an eBay cancellation request. When you accept this you will receive a full refund. Kind Regards
040 eBay refund / Cancellation period expired Hello, We have received the returned item however we are unable to refund you directly as the cancellation period of 30 days has expired. You will need to open a request through eBay for item no longer needed so that I can process the refund correctly. Please see the images below which shows the process step by step. Step1. When logged into your eBay account, select my eBay in the top right corner of the screen and click on Purchase History Step2. Find the transaction you completed with us and select Return Item Step3. Please select the wrong size or doesn't fit as the reason for the return, any other reason penalizes us as a seller. Please let me know when you have done this and I will accept your request immediately and refund your order. Regards,
041 Change Price on eBay Due to Vat Hi there, When eBay displays products in the advert they are not including the VAT price in order to draw in more sales. However, we assure you that our prices remain the same even if this is the case. The VAT is added to the checkout page. If you are still unsure, you may ask eBay about this issue. We hope this will give light to the issue you are currently experiencing. Thank you.
042 ProForma Invoice Hi there, Please find a Pro-Forma Invoice attached for your recent order. If you have any questions or changes you would like to make to your order please let us know. #INSERT 303 OR 304 Bank Details Macro
Alternatively please provide a PayPal email address and I can have a Invoice for payment sent over right away.
043 eBay Offer for sending pictures Hi there, Please see the link below for the relevant item. >>Dropbox Link<< Please send us a message through the listing above so we can send you an eBay offer with a discount. Thank you.
044 Order Cancellation Request Hi there, We received your request to cancel the order. I want to let you know that I am sorry to hear about your decisions. We have cancelled your order and a refund has been requested from our Accounts Team. Is there anything else that you were needing for your vehicle? Please let us know and we will do what we can to help. Many thanks.
045 Return Policy - eBay Hi there, Please see the link below for full details of our return policy. Returns.html Thank you.
046 Return Policy - Website Hi there, Please see the link below for full details of our return policy. www.bragan.net Thank you.
047 Product Inquiry - Requesting for a Callback Hi there, We would be happy to answer any and all questions here. Please provide us with some more details of the item you are interested in. Thank you.
101 Additional LED Hi there, Thanks for showing interest in our product. Additional LEDs can be added for £15.00 per light. Please let us know how many you would like added so we can make you an offer. Thanks in advance.
102 Additional Roof Cross Bar (Price) Hi there, Crossbars are sold in pairs. You may purchase an additional set and keep the other one as a spare for future use. Thank you.
103 Additional Strobes - BRA1308 Hi there, Additional integrated Flashing Strobe LEDs can be added to the bar for £100 per pair (sold as pair). Please search item BRA1308 in our shop for item details. Thanks in advance.
104 Additional Step Pads - eBay Hi there, Additional step pads can be purchase through the link below, www.ebay.co.uk Universal-Step-Pads-Van-Truck-4x4-Bus- Lorry-/133663091718 Thank you.
105 Additional Step Pads - Website Hi there, Additional step pads can be purchase through the link below, www.bragan.net and-grill-bar-van-truck-4x4-bus-lorry.html Thank you.
200 Account statement (Trade Customers) Hi there, Please see attached statement for (ENTER MONTH) Thank you.
201 - New Trade Customer - Intro - Tier File - EURO Hello, Please find the link below to a copy of our Trade file. Our terms and conditions can be reviewed on the first sheet. As a Trade customer, you will have access to "Tier 1" prices. Please note these prices can only be offered in return for repeat business and will be reviewed by the accounts team on a monthly basis, end of month statements may be adjusted to reflect this. The prices on the trade file may be updated in the future, for this reason, please use this as a 'live link' to view the current prices of the items before purchase. You will find a comprehensive list of all Bragan items on this spreadsheet. There are five categories on this spreadsheet, each containing an SKU, Description, link to the relevant listing on our website & trade price EXCLUDING VAT. If you have any questions please do not hesitate to get in touch at email [email protected]
Thank you.
202 - New Trade Customer - Intro - Tier File - STERLING Hello, Please find the link below to a copy of our Trade file. Our terms and conditions can be reviewed on the first sheet. As a Trade customer, you will have access to "Tier 1" prices. Please note these prices can only be offered in return for repeat business and will be reviewed by the accounts team on a monthly basis, end of month statements may be adjusted to reflect this. The prices on the trade file may be updated in the future, for this reason, please use this as a 'live link' to view the current prices of the items before purchase. You will find a comprehensive list of all Bragan items on this spreadsheet. There are five categories on this spreadsheet, each containing an SKU, Description, link to the relevant listing on our website & trade price EXCLUDING VAT. If you have any questions please do not hesitate to get in touch at email [email protected] Thank you.
203 - Trade Customer - Intro - Tier File - EURO Hello,

(INTRODUCTION I am contacting you about the possibility of becoming one of EMAIL) our selling partners. As you are already established in the industry, this would be a great opportunity for a business relationship between us. I have attached a copy of our trade prices, if this is something that interests you please get in touch so we can create a trade account for you. Please also review our website at www.bragan.net. If you need any more information about this opportunity, please don't hesitate to ask.

Please find the link below to a copy of our Trade file.

Our terms and conditions can be reviewed on the first sheet.

As a Trade customer, you will have access to "Tier 1" prices. Please note these prices can only be offered in return for repeat business and will be reviewed by the accounts team on a monthly basis, end of month statements may be adjusted to reflect this.

The prices on the trade file may be updated in the future, for this reason, please use this as a 'live link' to view the current prices of the items before purchase.

You will find a comprehensive list of all Bragan items on this spreadsheet. There are five categories on this spreadsheet, each containing an SKU, Description, link to the relevant listing on our website & trade price EXCLUDING VAT. If you have any questions please do not hesitate to get in touch at email [email protected]

Thank you.

Thank you.
205 Pre-Existing Trade Customer (PAYMENT NEEDED / PY) Hi there, I would like to start by thanking you for your continued custom. You may have noticed that we have rolled out a newly designed and much more user-friendly website with a new and improved sign-in facility allowing our trade customers to sign in and avail of their specific wholesale price, making it much easier for you to get the items you need to be delivered at the competitive price you deserve. With this new feature, you will be able to add your items to your shopping basket and complete your purchase without any interruption. Simply pay your cart total at checkout using a valid Credit or Debit card or even your PayPal account. Once your item is processed you will receive a confirmation email with dispatch information and invoice of your purchase. To get this set up we will need your to complete the following three steps; 1) Visit www.bragan.net 2) Click "My Account" 3) Click "Create Account" Once completed please send an email to us (at [email protected]) with the signup email address used - a member of the sales team will be in touch to complete the setup of your profile. If you have any questions please do not hesitate to get in touch,
Thank you.
206 New Website Account - Trade Hi there, I have created an account on our website under the following credentials: Email: Password: Bragan.net You can now check out receiving your trade prices. Let me know if you need anything else. Thank you.
207 Refund has been processed Hello, Your refund has now been processed. If you need anything in future please do not hesitate to ask. Thank you.
208 Bank Details - Bragan Trading Hi there,
STG (Main Selling account) Please see bank details below. Bank Name Ulster Bank Bank Address Aughnacloy, Co.Tyrone, N.Ireland Account Name Bragan Trading Services Sort Code 980210 Account No 10131570 Iban GB46ULSB98021010131570 Swift ULSBGB2B Please send us a copy of the confirmation of proof of payment as this will speed up the dispatch of your order. Thank you.
209 Bank Details - Bragan Transport EURO Hi there, Please see bank details below. Bank Details - Name of Bank- Ulster Bank Address of Bank- Monaghan Town, Monaghan, Ireland. Account Name- Bragan Transport Services Account Number- 32645058 Sort Code- 98-61-20 Iban- IE03ULSB98612032645058
Bic- ULSBIE2D Please send us a copy of the confirmation of proof of payment as this will speed up the dispatch of your order. Thank you.
210 Accounts - Out Of Office Hi there, Thanks for your inquiry. Unfortunately, accounts are on annual leave until (ENTER DATE). You will receive an update via email as soon as possible when they return Thank you for your custom Thank you.
211 Zero VAT - Pre-Existing - Customer Hi there, I would like to start by thanking you for your continued custom. You may have noticed that we have rolled out a newly designed and much more user-friendly website with a new and improved sign-in facility allowing our trade customers to sign in and avail of their specific price at a ZERO Vat Rate, making it much easier for you to get the items you need to be delivered at the competitive price you deserve Excluding VAT. With this new feature, you will be able to add your items to your shopping basket and complete your purchase without any interruption. You will be able to check
out as per usual using PayPal, Credit or Debit Card to complete your purchase. To get this set up we will need your to complete the following four steps; 1) Visit www.bragan.net 2) Click "My Account" 3) Click "Create Account" 4) Reply to this email with a confirmation of your VALID VAT Number and email address used to sign up. Once completed a member of the sales team will be in touch to complete the setup of your profile. If you have any questions please do not hesitate to get in touch, Kind Regards
212 Bank Details - Bragan Transport STG Hi there, Please see bank details below. Bank Name: Ulster Bank Bank Address: Clogher, Co. Tyrone, N. Ireland Account Name: Bragan Account Number: 21279038 Sort Code: 98-02-10 Iban: GB98ULSB98021021279038
BIC: ULSBGB2B Please send us a copy of the confirmation of proof of payment as this will speed up the dispatch of your order. Thank you.
300 Potential Sales (Inquiries) Hi there, Thanks for contacting us here at Bragan. I wanted to quickly check-in and make sure that you found the product you were looking for. If there is anything that is keeping you from buying the product, please let me know and I’ll do my best to help resolve any issue I can. If you have successfully made an order, would you be kind enough to share some pictures of the item fitted to your vehicle to give others some ideas and inspiration on how to upgrade their vehicle too? You can send them over through replying to this email. I look forward to hearing back from you. Thank you.
301 Website Order Incomplete Hi there, I have been checking our records and it seems your order was not successful on the website. Please can you let me know the issue or if you send me your PayPal email address I can send you an invoice or
alternatively I can send our bank details if you wish to make payment for this order. Please advise. Thanks again.
302 Website Order Incomplete - Offer Paypal Hi there, It seems as though the order was not complete successfully, the checkout process was not finished and no payment has been taken. Would you like to pay by Paypal if I send you an invoice? If so, please provide your Paypal email. Thank you.
303 Review Request Hi there, We wanted to say a HUGE thank you for shopping with us. Like many of our customers, you have found customer reviews of products useful in making your choices. We invite you to add your voice to the mix. Please help us improve our customer satisfaction by writing a quick review. As a way to thank you, you'll get a DISCOUNT on your future order after you have submitted your review both on our Facebook Page and Trustpilot. Here are the links to our rating page. Facebook - https://www.facebook.com/bragan.net/ Trustpilot - https://uk.trustpilot.com/review/bragan.net
It will take a minute to make us feel good that you are a happy customer.
304 Regular customer follow-up (Haven't ordered in 2+ months) Hello (enter customer name) I am looking back through our records and I noticed that we haven't been in contact recently. I would like to ask if there is anything you are interested in at the moment? We have lots of new items since the last time we spoke and I would like to do more business with you again. Of course I will give you the very best prices I can Please see our website - www.bragan.net Thank you
305 Abandoned Carts Hi (NAME), Your shopping cart at www.bragan.net has been reserved and is waiting for your return! Still want them? In your Cart you left : > (ITEMS) > But It's not too Late!! To complete you purchase, please follow the link to our website and search in your cart
If you have any problems with purchasing, please don't hesitate to call us on 01413567475 Thank you for shopping with us!
306 Unsubscribe Hi (NAME), We apologize for your unpleasant experience and we understand that you already made your decision. We just wanted you to know your email address has been removed from our subscriber list and no additional newsletter or promotions will be sent. You may subscribe again at any time by visiting our website should you change your mind. Thank you.
307 Re-Send Customer an Invoice for sent order Hi there, As requested, please see attached invoice for your information and records. (Enter Dropbox link/attachment) Should you need anything else in the future, please let us know. Thank you.
308 Supplier Claim Hi, Please see details of the below issues with your products supplied. Item / description / Bragan SKU / Supplier code

Please see Bragan claim details document in the following Dropbox link xxxxxx

Please see issue pictures in the following Dropbox links xxxxxxxxxxxx

A copy of the Claim Form and Images will also be sent via WeTransfer - please acknowledge receipt of this WeTransfer link

Issues Details:

Please can you:

-Acknowledge receipt of this email and the WeTransfer link, please can you also cc [email protected] on reply.

-Let us know the steps that will be taken to prevent the same issue in current / future production orders.

  • Offer comments on this issue notifying replacement/refund time frame.

Kind Regards

309 Supplier Claim Escalation Good Day, We have sent numerous emails now outlining issues with your product supplied with no response. Please advise today who I can escalate this issue to within your company. Please also respond with your service level agreement on responding to claims. It is unacceptable that these emails are not responded to. Please advise by return.
310 FOLLOW UP - Courier and Supplier Claim Hi there, Hope you’re doing well. We hadn't heard from you in a while. I wanted to check in and see how things are going with this claim? Have you had a chance to look over on this? Let me know if there’s anything you had questions about or need any more details. Thank you.
311 Happy Customer Hi there, We wanted to say a HUGE thank you for shopping with us. Like many of our customers, you have found customer reviews of products useful in making your choices. We invite you to add your voice to the mix. Please help us improve our customer satisfaction by writing a quick review. As a way to thank you, you'll get a DISCOUNT on your future order after you have submitted your review both on our Facebook Page and Trustpilot.
Here are the links to our rating page. Facebook - https://www.facebook.com/bragan.net/ Trustpilot - https://uk.trustpilot.com/review/bragan.net It will take a minute to make us feel good that you are a happy customer.
312 Summer Holiday 2020 Hi there, Our stores will be temporarily closed for a Summer Holiday until July 19, 2020. Please keep the item in your watched list or add it to your favorites and we will be able to ship once back online. We appreciate your understanding. Thank you.
400 Return Address (Website / Direct) Hi there, Please see below return address Please ensure items are very well packaged to avoid damage on return. Items must be in the new, unused, uninstalled condition it was sent in - Items damaged / not in new condition on return may not be refunded.
Please also see the link at bottom of page (Return Form) to include with your return package thanks. Items sent without the below return form filled correctly will have addition delays in processing. https://www.bragan.net/return-form/ Return Number: (ENTER RETURN NUMBER) Bragan Truck & Van C/O Smyth Transport Rellan Roslea Co. Fermanagh N.Ireland BT92 7QU Thank you.
401 Return Address (eBay) Hi there, Please see below return address Please ensure items are very well packaged to avoid damage on return. Items must be in the new, unused, uninstalled condition it was sent in - Items damaged / not in new condition on return may not be refunded. Please also see the link at bottom of page (Return Form) to include with your return package thanks. Items sent without the below return form filled correctly will have additional delays in processing.
http://stores.ebay.co.uk/bts-trading/Return-Form.html Return Number: (ENTER RETURN NUMBER) Bragan Truck & Van C/O Smyth Transport Rellan Roslea Co. Fermanagh N.Ireland BT92 7QU Thank you.
402 Returns address for Exchange - eBay Hi there, We can, of course, swap these out for you. We would only require you to send them back to us so we can process the exchange. Please note there will be a £30 charge for exchange to cover administration and re-delivery. Please ensure items are very well packaged to avoid damage - Items damaged on return MAY NOT BE EXCHANGED OR REFUNDED. Please also see link below - Return Form - to include with your return package, thanks. Return Number - http://stores.ebay.co.uk/bts-trading/Return-Form.html Bragan Truck & Van C/O Smyth Transport Rellan Roslea
Co. Fermanagh N.Ireland BT92 7QU Alternatively, you could keep and sell it online to save you the return expense and purchase the correct ones. Thank you.
403 Returns received - Need to be checked Hi there, All returns are first processed by our warehouse staff and once confirmed they are in a re sell-able condition we can then refund you. Thank you.
404 Returns address for Exchange - Website Hi there, We can, of course, swap these out for you. We would only require you to send them back to us so we can process the exchange. Please note there will be a £30 charge for exchange to cover administration and re-delivery. Please ensure items are very well packaged to avoid damage - Items damaged on return MAY NOT BE EXCHANGED OR REFUNDED. Please also see link below - Return Form - to include with your return package, thanks. Return Number - https://www.bragan.net/return-form/
Bragan Truck & Van C/O Smyth Transport Rellan Roslea Co. Fermanagh N.Ireland BT92 7QU Alternatively, you could keep and sell it online to save you the return expense and purchase the correct ones. Thank you.
405 Bragan Ireland Ship Address - ROI Returns Hi there, Please see below return address: Please ensure items are very well packaged to avoid damage - Items damaged on return MAY NOT BE EXCHANGED OR REFUNDED. Please also see link below - Return Form - to include with your return package, thanks. https://www.bragan.net/return-form/ Return Number: (ENTER RETURN NUMBER) Bragan Truck & Van Knocknalun Scotstown Co.Monaghan
Ireland H18 CP57 003534779055 Thank you.
406 Return Not Received Yet Hi there, We have done a scan of the returned items yesterday. However, we haven't received an item back from you yet. Can you send us tracking details of the returned item so we can further check? Thank you.
407 Returns arrived damaged Hello there, We have received your return but it has arrived damaged, please see the following link to show pictures >> Dropbox Link Here << Please can you report this to your courier company immediately so you can begin the claim process with them? Unfortunately, a refund will not be able to be completed as the items are returned damaged Thank you.
408 Return Received In Good Condition Hi there, We have received your return and the item is in good condition. I will request with our Accounts Team to arrange a refund and you will receive a notification once this has been done. Thank you.
409 Delivery Exception (Parcel Returned) Hi there, The items you ordered is on its way back to us because of a delivery exception as the tracking link below shows. Here's where you can check the tracking details: ------------ And here's the tracking number: ------------- We can resend the goods to an alternative address where someone will be available to accept the delivery, please note there will be a £30 reshipping fee. Please advise Thank you.
410 Bragan Actual Sample Shipping Address Hi there, Please see below Bragan Ireland Shipping Address Bragan Truck & Van Knocknalun Scotstown Co.Monaghan
Irelan H18 CP57 003534779055 Thank you,
411 Change delivery address - eBay / PayPal Hello, We must ship to the address as entered on checkout due to the buyer/seller protection policy. I will need to cancel the order and you will need to reorder entering the correct delivery address at checkout. I have placed your order on hold awaiting your response. Thank you.
412 Incorrect Address Hi (NAME), There was an email sent just to advise that the courier has been unable to deliver due to an incorrect address - can you confirm the correct address? As advised please contact your local depot hub with your tracking number: (TRACKING NUMBER) to confirm delivery. Apologies on behalf of the courier if there was an issue with them. Thanks.
413 Courier Unable to Deliver - CONTACT FEDEX Dear Sir / Madam, FedEx have been in contact to inform us they are having difficulties delivering your order. This may be due to a number of reasons including an address query, nobody home to receive the parcel or delivery refusal.
FedEx will generally make two delivery attempts, if these attempts both fail the parcel is returned to us at extra cost. We ask you to contact your local FedEx direct and quote your 11 digit domestic tracking number and resolve this issue as a matter of urgency Customer Services Tel: 03456 000068 Hours: Monday-Friday 7:30-19:30 Quote your tracking number ______ and resolve any delivery issues with the courier direct. This may involve confirming your exact address, giving permission to leave in a safe place / with a neighbour or arranging collection from the local depot. PLEASE NOTE: Any parcels returned to us due to customer fault will incur a surcharge to resend, this will include cost of the return and the new delivery. Any refunds requested in this circumstance will also be refunded minus the cost of the return. Thank you.
414 Drop Off label attached Hi there,
I have arranged a drop-off for you for (ENTER DAY & DATE). Please find a drop-off label attached which you will need to print off and attach securely to your parcel for the courier to scan. Please also include a copy of our returns form which can be found in the link below https://www.bragan.net/return-form/ Return Number: (ENTER RETURN NUMBER) Items MUST be well packaged (Similar to how it was delivered) to avoid damage on the return journey thanks for your help with this. Drop Off Address: (ENTER DROP OFF LOCATION) Thank you.
415 Collections label attached Hi there, I have arranged a collection for you for (ENTER DAY & DATE). Please find a collections label attached which you will need to print off and attach securely to your parcel for the courier to scan upon collection. Please also include a copy of our returns form which can be found in the link below https://www.bragan.net/return-form/ Return Number: (ENTER RETURN NUMBER) Items MUST be well packaged (Similar to how it was delivered) to avoid damage on the return journey thanks for your help with this.
Thank you.
416 Request Collection with Courier Hi Team, Can we please arrange a collection for this customer on DAY, DATE. Please see the required form attached below. Can you reply to this email to confirm that the collection has been successfully booked? Many thanks.
417 Refund for Damaged Item (Fragile Item) Hi there, I will request our Accounts Team to arrange a refund for this as your delivery area has been flagged as having continuous problems when delivering any items. We will always try and deliver an initial order but we have found that replacements are arriving damaged also, even when the box is clearly marked Fragile. Apologies for this and we are working with the courier to try and improve the delivery service in your area. I hope this will not stop you from ordering from us again. Thank you.
418 Extra charge for offshore islands / highlands Hi there,
Thanks for your order. Unfortunately when entering your order into the couriers delivery system we found there is a delivery surcharge for your postcode. We would require an extra charge of £15 to deliver to your postcode. Please let me know how you wish to continue. Thank you,
419 Late delivery due to alteration (eBay / Amazon) Hello, Sorry for the delay, there was some alteration required to your order, cutting LED or similar. Your order is on its way and the tracking number below will update as it moves. Tracking Link Tracking: (ENTER TRACKING NUMBER) We apologize for the slight delay, we hope to keep your custom in the future. I would ask that you could still mark the delivery as received on time via eBay / Amazon and I will offer some discount on your future order by way of apology. Regards Bragan Customer Service
420 Late dispatch due to courier (eBay / Amazon) Dear Customer, Sorry for the delay, the courier was due to collect your item today, however, due to a courier breakdown they have been unable to collect it.
Your order is on its way and the tracking number below will update as it moves, thanks for your patience. Tracking Link Tracking: (ENTER TRACKING) We apologize for the slight delay, we hope to keep your custom in the future. I would ask that you could still mark the delivery as received on time on the selling channel and we will offer some discount on a future order by way of apology. Regards Bragan Customer Service
421 COVID-19 - ALT DELAY Hi there, We would like to apologize for the late arrival of your order due to inevitable circumstances. Please bear with us for delays in your order as we are very understaffed due to COVID and our technician is struggling to keep up with orders. Please know our Team is doing their best to accommodate all scheduled orders and send them as soon as we can. Thanks for understanding.
422 COVID-19 - Missing Delivery (Delivered and Signed but not by Customer) Hi there, During the current guidelines all delivery companies are providing contact-less deliveries and parcels are not signed for by the customer to work to the safest guidelines possible.
I will contact the courier to confirm where the parcel has been left for you. This is usually with a Neighbour or safe place, please check if this is the case and if not, please allow us some time for the courier to confirm with the driver and we will get back to you. Many thanks.
423 Courier Issue - Lost/Damaged Hi there, We would like to apologize for the late arrival of your order due to inevitable circumstances. We always prioritize the complete satisfaction of our customers and make sure that the products reach them within the specified time limit. However, I have been speaking to the courier regarding this, it appears that they have lost the parcel. I have urgently had a replacement sent for you today. Once again, on behalf of the courier, we are sorry for all the inconveniences. We appreciate your patience and understanding while we sort this out.
423.1 Courier Issue - Lost/Damaged - OUT OF STOCK (Refund/Wait for Replacement) Hi there, We would like to apologize for the late arrival of your order due to inevitable circumstances. We always prioritize the complete satisfaction of our customers and make sure that the products reach them within the specified time limit. However, I have been speaking to the courier regarding this, it appears that they have lost the parcel. Normally, we urgently arrange a replacement. However, this is the last we have in stock. Please advise if you would wait for this to get back in stock or should we proceed with the refund.
Once again, on behalf of the courier, we are sorry for all the inconveniences. We appreciate your patience and understanding while we sort this out.
423.2 Courier Issue - Lost/Damaged - OUT OF STOCK - OFFER ALTERNATIVE Hi there, We would like to apologize for the late arrival of your order due to inevitable circumstances. We always prioritize the complete satisfaction of our customers and make sure that the products reach them within the specified time limit. However, I have been speaking to the courier regarding this, it appears that they have lost the parcel. We normally arrange a replacement, however, this is the last we have available in stock. We have a similar item available that we thought you may be interested in purchasing. Please see the link below. >>LINK<< Please advise if you would consider the product above or should we proceed with the refund. Once again, on behalf of the courier, we are sorry for all the inconveniences. We appreciate your patience and understanding while we sort this out.
424 Courier Claims - EF Fastway Requesting claims form Hi there, This Item was reported delivered damaged/lost.
Please see customer comments and pictures attached below. Please forward all forms etc. to make the necessary claim and do not invoice us for this. Thank you.
425 Courier Claims -IFS- Requesting Claim Form Hello, Consignment number (ENTER NUMBER) has arrived damaged. Please forward all forms etc. to make the necessary claim and do not invoice us for this. Below are the answered questions regarding the shipment - 1)Please confirm how many packages were delivered in total? - 2)Please confirm how many packages are damaged? - 3)Please confirm if you have still retained the packaging and the contents? - 4)Please confirm if there was any visible damage to the outer box, if so please describe the damage to the box? - 5)Please describe what type of inner packaging material was used to protect contents and was the inner packagin material damaged? -
6)Please describe the contents and exactly what damage was done to the contents? - 7)Please list how many items/units are damaged and their value. - 8)If there was damage to the box, does the damage correspond with the damage to the contents? - 9)Can the contents be repaired, if so what is the repair estimate cost? - Many thanks
426 Courier Claim – Fedex Hi there, Consignment number (TRACKING #) has arrived damaged. Please forward all forms etc. to make the necessary claim and do not invoice us for this. Below are the answered questions regarding the shipment - 1)Please confirm how many packages were delivered in total? - 2)Please confirm how many packages are damaged? - 3)Please confirm if you have still retained the packaging and the contents?

-

4)Please confirm if there was any visible damage to the outer box, if so please describe the damage to the box? Yes

-

5)Please describe what type of inner packaging material was used to protect contents and was the inner packaging material damaged?

  • Bubble wrap and cardboard. Yes

6)Please describe the contents and exactly what damage was done to the contents?

-

7)Please list how many items/units are damaged and their value.

-

8)If there was damage to the box, does the damage correspond with the damage to the contents?

-

9)Can the contents be repaired, if so what is the repair estimate cost?

-

Many thanks.

427 Tracking Query Emails Hi there, Please copy and paste the following link Into your browser to check your order delivery status. (ENTER DELIVERY LINK) Tracking# - Please allow a day or two (working days) for your order to appear live. For delivery changes/queries please contact your courier local depot (can be found on Google). Thank you.
427.1 Tracking shows delivered but not received Hi there, I’ve tracked the package via <>, and it’s currently listed as delivered. If you’d like to check on this here’s the link you can use: <> Tracking# Please, can we check with your neighbour if someone has received and signed for your parcel? Thanks for your cooperation.
427.2 Tracking Query (Outside Timeframe) Hi there, Please copy and paste the following link Into your browser to check your order delivery status. (ENTER DELIVERY LINK) Tracking# - We will immediately trace the shipment with the courier to see exactly what went wrong. I will get back to you as soon as I received an update. Thank you.
427.3 Royal Mail – Delay Hi there, Royal Mail delivery is slower than the usual, probably because of the current situation with COVID. This may have been left with a neighbour or please check with the nearest local post office as this may be there awaiting sorting. Thank you.
427.4 Delivery Delay - Misrouted to Wrong Depot Hi there, Upon checking with the courier, it has been misrouted to a different depot. They have fixed it now and should turn up in 2-3 working days.
Apologies again on behalf of the courier for any inconvenience caused by this delay.
428 Shipment Update – For Courier Use Hi there, Can you please provide us with the status of this shipment? We would like to know, when can we expect this to be delivered to the customer. Looking forward to a quick reply. Thank you.
429 FastWay (Overlength) Hi Colm, We sent a parcel that is slightly overlength. 2 Labels for the same customer has been printed to charge us accordingly and avoid any inconvenience or disturbance to relevant depot. (CONSIGNMENTS) Thank you.
430 Christmas Order Delay Thank you very much for your order. In this very busy time of year I wanted to inform you that your item requires an Alteration before it can be dispatched. Our Technician has traveled home for the Christmas break and we expect your delivery to be with you for the beginning of January following the Christmas Holidays. Please let us know that is ok for you.
Thank you for your patience and understanding. We wish you a Merry Christmas from all the Team at Bragan
431 Australia Additional Shipping Fee Hi there, We are contacting you with regards to the shipment of your order. FedEx has returned this item to us as Australia is only allowing priority items and essential medical equipment (according to FedEx). We are shipping our items through FedEx Economy but we can do priority shipping to get your order to Australia for an additional of (Amount). Please advise if you wish to proceed with this or are you willing to wait while we explore other options. Once again, on behalf of the courier, we are sorry for all the inconvenience. We appreciate your patience and understanding while we sort this out.
500 Tonneau Cover (Suitability) Hi there, Please can you check the dimensions & description details in the advert description carefully against your truck bed. You should be satisfied that the item from the advert description (MEASUREMENTS ESPECIALLY) is correct for your vehicle before purchasing. Thank you.
500.1 Fitting Instructions Request (After purchase) Hi there,
Please copy and paste the following link into your browser for relevant fitting information. <> Please feel free to forward us some pictures of item pictured on your vehicle so we can use for promotional use - we would be happy to offer you some discount on a future order for doing so. To fit these items it is essential that you have a good basic mechanical know how - it would be worth getting a second opinion in any case if fitment is not apparent. Thanks in advance.
500.10 Fitting Instructions - Raised Crossbars - ALL MODELS Hello,Please see the Dropbox link below for fitting information. Please can you reply us a picture of the item fitted for our promotional use, we can offer a discount on a future order for doing so when the picture is usable. Thank you in advance.
500.11 Fitting Instructions - Integrated Cross Bars - ALL MODELS Hello, Please see the Dropbox link below for fitting information.
Please can you reply us a picture of the item fitted for our promotional use, we can offer a discount on a future order for doing so when the picture is usable. Thank you in advance.
500.12 Fitting Instructions - 2" Side Bars (Vans) Hello, Please see the Dropbox link below for fitting information. Please can you reply us a picture of the item fitted for our promotional use, we can offer a discount on a future order for doing so when the picture is usable. Thank you in advance.
500.2 Fitting Instructions Request (Before purchase) Hi there, Please copy and paste the following link into your browser for relevant fitting information <>
It would be advisable that this would be fitted by someone with relevant DIY skills. To fit these items it is essential that you have a good basic mechanical know how - it would be worth getting a second opinion in any case if fitment is not apparent. Thanks.
500.3 Fitting Instructions - Window Deflectors Adhesive Hi there, As per the listing, these window deflectors are adhesive type. That is the stick on to the outside of the door frame using 3M tape. They ARE NOT to be placed inside the window channel. If you are still experiencing difficulty, please send us pictures clearly showing the whole fitment issue. Please copy and paste the following link into your browser for relevant fitting information. Please feel free to forward us some pictures of the item pictured on your vehicle so we can use for promotional use - we would be happy to offer you some discount on a future order for doing so. Thank you.
500.4 Fitting Instructions - WINDOW DEFLECTORS - Push In Hello, Please see the Dropbox link below for fitting information. Please can you reply us a picture of the item fitted for our promotional use, we can offer a discount on a future order for doing so when the picture is usable. Thank you in advance.
500.5 Fitting Instructions - REAR ROOF BAR - VAN & 4x4 Hello, Please see the Dropbox link below Please can you reply us a picture of the item fitted for our promotional use, we can offer a discount on a future order for doing so if the picture is usable. Thank you in advance.
500.6 Fitting Instructions - Soft Tonneau Covers Hello, Please see the Dropbox link below for fitting information.
Please can you reply us a picture of the item fitted for our promotional use, we can offer a discount on a future order for doing so when the picture is usable. Thank you in advance.
500.7 Roll Bar Fitment Hi there, As per any of this style of accessory on the market - some drilling will be needed, this does not effect performance or warranty Thank you.
500.8 Drilling is needed for this item
500.9 Fitting Instructions - Roof Rails (Spring loaded) Hello, Please copy and paste the below fitting guide link into your web browser. (ENTER DROPBOX LINK) The installation of these bars is quite straight forward, they are made to be straight, thus applying a spring load on the curved roof to ensure that tension stays on the fitting screws, avoiding them from becoming unfastened.
You will need to begin the thread on each fitting screw before tightening any screw in particular. Tightening one firstly before others have been started nay restrict the others from entering the tread hole. Thank you
500.13 Fitting Instructions - Chrome Accessories (Mirror Covers / Door Handle Covers etc) Hello, Please see the Dropbox link below for fitting information. Please can you reply us a picture of the item fitted for our promotional use, we can offer a discount on a future order for doing so when the picture is usable. Thank you in advance.
500.14 Asking for Wiring Diagram Hi there, A short bit of wiring is provided and your Auto Electrician will have to provide additional wiring and will be able to do this for you easily. Thank you.
501 Straight- forward fitting item Hello,
We wouldn't have additional pictures for fitment as this would be fairly straight-forward. If you can send a few pictures showing the issues you are having with fitment - our technical team will then be able to advise. Thank you
502 Cross Bar Noise Hello, This is most unusual, we have sold many of these in the past without any problems. As with any roof accessories, there will be some noise, on different crossbars I have seen customers use a nylon cord wrapped around the front bar to displace the airflow. This may be something you could try to reduce the noise. Thank you.
510 Delivered Item Verification - Ordered Item Numbers / Pictures - Potential Wrong Item Hello, Please can you send a picture of what you have received and any numbers that you can see on the outer box/documents inside so we can identify what you have received? Please also send a picture to show the issue clearly. Please can you also send a picture of the vehicle you are fitting this to as it will allow us to deal with your query as quickly as possible, please include in the picture the purchased item offered to the vehicle to show exactly where you are having an issue.
Please copy and paste the following link into your browser for relevant fitting information. #DROPBOX LINK To fit these items it is essential that you have a good basic mechanical know-how - it would be worth getting a second opinion in any case if fitment is not apparent. Thank you
511 Arrived damaged - Pictures Requested Hello, Thank you for contacting Bragan, our aim is have this issue resolved for you as soon as possible. In order for us to process a claim with our courier, we will require the items below Please respond to this email as soon as possible with - • Clear Image(s) of the outer box the product was packed in on receipt of delivery • Clear Image(s) of the damage to the product itself. Can you also confirm if you signed for the package as received in good condition or unchecked? Thanks for your help with this.
513 Product Fitment Issues Hi there, This is most unusual. We have sold a lot of this in the past without any issues. Please can you send a picture of what you have received and any numbers that you can see on the outer box/documents inside so we can identify what you have received? Please also send a picture to show the issue clearly. Please can you also send a picture of the vehicle you are fitting this to as it will allow us to deal with your query as quickly as possible, please include in the picture the purchased item offered to the vehicle to show exactly where you are having an issue. Please copy and paste the following link into your browser for relevant fitting information. #DROPBOX LINK To fit these items it is essential that you have a good basic mechanical know-how - it would be worth getting a second opinion in any case if fitment is not apparent. Thank you.
513.1 Fitting instruction Hello, Thanks for sending over the pictures and explaining the fitting issue. The team here has had a look at this along with instructions from another box. What you have received is correct, Please see the instructions attached, The digital images are not very clear, however, they have suggested that if you mount the brackets to the bars as shown and present
the bars to the vehicle it should become clear where the part is mounted. If this is done and there is still difficulty installing please let me know, Thank you.
514 Fitment Query - Follow Up Hello, Please let us know you got the order fitted okay. We would like to offer a 10% discount code for future sales if you could possibly send some pictures for promotional use or that may be of some help with other customers fitment. I will also be happy to send a few freebies in the post. Thanks in advance.
515 - Requesting advice on fitment from previous customer Hello, Thanks for your recent purchase, I wonder if you would be so kind as to help us - we have another customer that is having some difficulty with fitment, I was wondering if you managed okay? Please can you you send me some pictures of the item fitted, also showing the fittings if possible. I would be more than happy to look after you with some freebies and a 10% discount on your next order for any help you can offer.
Thanks again.
516 Unhappy Customer- Product Quality Hello, Could you please send a picture to show the issue you found with the item and we will get this sorted for you. Thank you.
517 Damaged item - Pics Received / Partial Refund Hello, Thank you for informing me of this damage and for sending through the picture. Please accept my apologies on behalf of the courier for this damage caused during transit. I will be forwarding this to the courier to complain strongly. If we were to offer you a partial refund for the inconvenience, would you be okay for you to keep it? Thank you
518 Wiring Issues / 2nd Opinion from Electrician Hello,
We have sold many of these in the past without any issue, more than likely it would be a wiring issue. Perhaps you could get a second opinion from a sparky as this is the most probable cause. Thank you.
519 Rust Residue Marks - Autosol Hello, These marks on the metal will be easily removed if you use a metal polish (Autosol) - it will not be actual rust but rather a mild steel residue stain that is easily removed - please give it a clean and we will look after you on future orders. Thank you.
519.1 Rust on Running Boards Hi there, The side step exterior material is stainless steel, the interior frame is painted iron. In the photos you have sent, this is not surface rust, it is inner iron rusted and overflow to the surface. If the inner iron paint damaged and in a bad circumstance will occur this kind of problem. Using a scouring pad, easy to make it cleaned. You may also need to drill a small hole at the bottom of the steps for the water drain.
520 Faulty LED replacement Hello, Can you send us a picture to show the issue you found on the item? If you could have the faulty item returned to us for review with our supplier. If you could please proceed to the following listing to purchase your replacement >(INSERT LINK) When we have received the faulty item back to us, we will have your replacement purchase fully refunded. Thank you for your help.
521 FOC Replacements Hello, We will arrange a replacement for (Replacement Item) to be sent free of charge. Thanks again for your patience while we are sorting this out. Thank you.
521.1 Partial Refund to Source Locally Hi there, We want to resolve this in the fastest way possible. Would you be able to purchase relevant bolt-on eBay / amazon or local hardware store - of course, we will partially refund you to cover your trouble.
Thank you.
522 Discount future order / Issue with order Hello, ​Thanks for your help with this issue, We would like to offer you a discount on any possible future order as a gesture of our appreciation for your patronage. Please use the discount code (ENTER DISCOUNT CODE) at the checkout page on our website for a 10% discount to be applied. Thanks again.
522.1 Moist/Condensation on Lights Hi there, The only thing you could check is the wire coming from the bottom up into the (Light Bar). It may need some seal around it if this is loose and allowing moisture in. If you are able to do this it may stop the condensation. Thank you.
526 Delivered Item Verification - (Missing parts / Order not complete) Hi there, Please, can you double-check all packaging received as the missing item may be hidden there.
If not, please can you send us a picture to show everything you did receive and any label that you can see on the box so we can establish what is missing and have this sorted for you. Please copy and paste the following link into your browser for relevant fitting information. <> Please feel free to forward us some pictures of the item pictured on your vehicle so we can use for promotional use - we would be happy to offer you some discount on a future order for doing so. To fit these items it is essential that you have a good basic mechanical know how - it would be worth getting a second opinion in any case if fitment is not apparent. Thanks in advance.
527 Cannot Call Office Hello, Our technical and sales team can be contacted through email for best results. How can I help you? Thank you.
528 Order Double Check Request Email Hi there,
Thank you for your purchase. We really do appreciate your business. Please, can you double-check the item details in the listing description to ensure it matches correctly your vehicle specifications - clarification now really does save both you and us difficulty of return/item exchange if purchased incorrectly. Things to double-check on your vehicle purchased item description - Model Dimensions / Wheel Base Colour Quantity Thank you.
528.1 Order Double Check Request Email Hi there, We have tried to contact you via email and call earlier regarding your order to confirm if you have double-check the item details in the listing description to ensure it matches correctly your vehicle specifications. Since we have not received any response from you, we will proceed in sending the item as we believed that you already have checked the item description and dimension before purchasing the item. Thank you.
528.2 Order Double Check Request Email - Israel Hi there, Thank you for your purchase. We really do appreciate your business. Every country has a different fee for import tax, and duties, with different rules, and restrictions. For Israel,
these fees are tend to be expensive. Please confirm if we should go ahead and send the order. Any parcels returned to us due to this reason will not be refunded. Thank you.
528.3 Order Confirmed Hi there, Thanks for confirming your order. Delivery status (Tracking information) Product fitting information and VAT Invoice will be sent in an email on item dispatch. Please also check your spam filters if you have not received this. Thanks.
529 Review Issue Hi there, Thanks for sending through the pictures. I will review this with the team and I will get back to you as soon as possible. Many thanks.
530 Call No Answer (AMAZON) Hi there,
Thank you for your recent purchase of (product) from our Amazon Shop. I wanted to reach out to let you know that your order with the order number of (Order ID) was delivered! We here at bragan.net valued you as a customer and your satisfaction is our top priority. We've been trying to call you on (contact#) to ensure that you got your order, but there's no answer. If you could let us know that you received your order and leave us a 5-star rating, it would make our day. Again, thank you for choosing Bragan.net for your vehicle accessory needs. It has been a pleasure to serve you, and please do not hesitate to contact us should you have any questions or remarks related to your order. Best regards,
531 Offer Partial Refund Hi there, We will work to make this right with you. If I was to arrange a partial refund straight away would consider keeping the item? Let me know and I will work on it for you.
531 COVID-19 OFFLINE Hello, Our eBay store is closed due to Covid-19 restrictions but please keep the item in your watched list and we will be able to ship once back online, we appreciate your patience and stay safe,
From all at Team Bragan
531.1 Offer Partial Refund - Customer Opinion Hi there, We will work to make this right with you. Would you let us know the reasonable partial refund you require to consider keeping the item? Thank you.
531.2 Negotiate with the Refund Amount Requested Hi there, Would you be happy if we met in the middle with (Amount/Percentage) back to you? Let me know and I will have this organized straight away. Thank you.
532 Requesting More Photos Hi there, All the photos we have of this item are in our advert. If you can offer a high-quality picture of the item fitted to your vehicle for our promotional use should you go ahead with the purchase we would be glad to offer a discount on your future order? Many thanks.
600 Final Email (Promo pic request) Hello, Please feel free to send some pictures of the purchased items fitted to your vehicle for promotional use, please also sign up to be notified of future promo offers and new items through our newsletter Thanks again.
601 Potential Pictures - Received - Discount Code Hello, Many thanks for the lovely photographs, we really appreciate forwarding these to us. Please use the discount code 2021-PICS-JUNE for a 10% discount off on your next order from our website. If you are also able to like our Facebook and leave a positive review on our Facebook page and on Trustpilot - it would be greatly appreciated. Thanks again.
601.1 Potential Pictures - Received - eBay Offer Hello, Many thanks for the lovely photographs, we really appreciate you for forwarding these to us. Please send us a message to the advert of the item you want to purchase in the future so we can send you an eBay offer with a 10% discount. If you are also able to like our Facebook and leave a positive review on our Facebook page and on Trustpilot it would be greatly appreciated.
603 Potential Pictures - Received - Partial Refund Hello, Many thanks for the lovely photographs, looks great! I will forward your details to the accounts team and have a partial refund processed for you. If you are also able to like our Facebook and leave a positive review on our Facebook page it would be greatly appreciated. Thanks again.
604 Gift Card (GIFT CARD PICTURE) Congratulations! You have received a Gift Certificate worth £ (AMOUNT). Please use the following redemption code to redeem your gift card. Gift Certificate Redemption Code: (GIFT CARD CODE) You will be able to redeem your card at the checkout page on https://www.bragan.net/. Please keep this email for your records. If you have any problems using your gift card, please contact us at [email protected]. Enjoy your shopping!
605 Request for Higher Quality Photos Hi there! Thanks for sending this lovely photo for Bragan Calendar Photo Contest. It looks great and I think a higher resolution photo will showcase it very well. Would you be able to send us a higher resolution/brighter shots, therefore, you could get better chances of winning. Many thanks.
605.1 Bragan Photo Contest Entry Hi there, Thanks again for sending this lovely photo. Please know you may submit multiple entries and higher resolution photos for bigger chances of winning. Please continue to follow us on Facebook for Winner announcement and for more promo and contest update. Many thanks.
700.1 Amazon Negative - Change feedback request Hello, Please see the link below, please follow Step 1 to review your buyer feedback - "Your Submitted Feedback". > http://www.amazon.com/gp/help/customer/display.html? nodeId=201125570
In addition please see pictures 1, 2, and 3 to help assist in this process. > Thank you.
700.2 Feedback Refund Available - EBAY Hi there, Thank you for your recent purchase on (eBay) from (Bragan- x). To be eligible for a 5% refund on your item please can you leave a product review and feedback if you feel it is appropriate. You can do this by logging into your (eBay) account, going to your purchase history, finding the purchase from (Bragan-x), and leaving item review/feedback. Please reply to let us know you have done so and we can arrange as promised. Thanks again for your purchase.
700.3 Feedback Refund Available - AMAZON Hi there, Thank you for your recent purchase on (Amazon) from (bts- trading). To be eligible for a 5% refund on your item please can you leave a product review and feedback if you feel it is appropriate. You can do this by logging into your (amazon) account, going to your purchase history, finding the purchase from (bts-trading), and leaving item reviews/feedback.
Please reply to let us know you have done so and we can arrange as promised. Thanks again for your purchase.
700.4 Feedback Discount - Trustpilot Dear [CUSTOMER NAME] How often do you use online reviews to make buying decisions? In today’s digital world, online reviews are very important to companies like ours. That’s why I’m asking for a favor. Will you take a moment of your time to jot down some feedback on our Trustpilot Website https://ie.trustpilot.com/evaluate/bragan.net? It’s a very quick and easy way for you to make a difference in how our company provides services for you. We will offer some discount on a future order by doing a good Review. Please feel free to give us a call should you have immediate feedback or concerns about the item purchased. We want to hear from you and are happy to answer your questions. Thank you for your time!
800 Monthly Procurement Order - Non-Stainless Hello {{ticket.requester.first_name}},
Please find attached file for our New Order (column D) this month. Kindly acknowledge and provide PI for signature. Also, please take note and advise on below points. * Use SKU Barcode Label moving forward. - Add Order Date. - It is ideal to have the label at both ends and 1 at the middle. - Test scan barcode label to ensure it is working. * Status for our pending order if any. * New available Products you can offer to us. * Correct address - Bragan Truck & Van / Knocknalun / Scotstown / Co.Monaghan / Ireland / H18 CP57 It is also requested that you apply Bragan Logo to all items, kindly confirm this will be done. Thanks.
801 Monthly Procurement Order - Stainless Suppliers Hello {{ticket.requester.first_name}}, Please find attached file for our New Order (column D) this month. Kindly acknowledge and provide PI for signature.
Also, please take note and advise on below points. * Use SKU Barcode Label moving forward. - Add Order Date. - It is ideal to have the label at both ends and 1 at the middle. - Test scan barcode label to ensure it is working. * Status for our pending order if any. * New available Products you can offer to us. * Correct address - Bragan Truck & Van / Knocknalun / Scotstown / Co.Monaghan / Ireland / H18 CP57 It is also requested that you apply Bragan Logo to all items and also to outer box and please apply RED Sticker with text "DO NOT OPEN WITH A KNIFE" (picture attached for reference) kindly confirm this will be done. Thanks.
802 Packlist and Commercial Invoice Request Hello {{ticket.requester.first_name}}, Please provide Packlist and Commercial Invoice for the latest item intransit.
Thanks.
803 Signed PI with Production Lead Time Query Hello {{ticket.requester.first_name}}, Signed PI attached, please advise production lead time for this order and other back order items (if any). Thanks.
804 For Deposit - Submit to Accounts Hello Accounts, Please see attached Invoice for Deposit - MM YYYY Order. Thanks.
805 For Full Payment - Submit to Accounts Hello Accounts, Please see attached Invoice for Full Payment - MM YYYY Order. Thanks.
900 Auto Cad Specialist Thank you for taking the time to apply for our Auto Cad Specialist position. Below is a small test we would like you to tackle which should take no more than 20 minutes. This will help us to understand the way you work and also give us some insight into your skills. Use screen recorder below for each test and provide links in your application email. https://www.loom.com/ INCLUDE Score / Rating in your email. http://www.free-iqtest.net/
Please also state other skills that you have that you can contribute to the team. Please also state your desired hourly rate. Thank you and Good Luck!
900.1 Freelancer Test Files Hi there, Thanks for your interest in joining our company. If you feel you are suitable for this role - please see the below link and reply this POTENTIAL HIRE TEST so we can access your ability and offer the role. Please email to [email protected] Part 1 Use screen recorder below for each test and provide links in your application email. https://www.loom.com/ INCLUDE Score / Rating in your email. Aptitude Test https://www.aptitude-test.com/free-aptitude-test/quick-test/ IQ Test http://www.free-iqtest.net/ Typing Test https://www.typingtest.com/ Speedtest (Network)
https://www.speedtest.net/ Part 2 Please follow the link to the test files. When you have completed the test please forward the test to us by email. Time frame that applicant uses between receiving this email and results offered will also be considered as part of the assessment - please indicate time spent on the tests as part of the reply. Thank you and Good Luck!
900- 3 Accounts Test Hi, Please consider this as final part of hire process thanks Test - Please layout the different conditions in selling online locally & internationally from. UK registered business and an Irish registered business, your reply should not be solely brexit focused (can be referenced) but rather Vat / month end / year end points that will be different and need to be considered Please reply on a word document format. Please take 2-3 hours on this task. I will also offer another task - please see following SOP link, Please format your Trello board based on the SOP thanks, this will take 1 hour please note
Thanks and good luck !
900- 5 Picture editor Hi, Please offer suggested rate per picture- please also say other relevant skills you can offer thanks How are you today? Where are you in the Philippines? How are the power outages there? How fast is your internet connection? Please send me a link to your onlinejobs.ph profile. In the event of a blackout or internet problems, do you other places nearby where you Have you ever done any volunteer work? What skills have you learned from that experience? Do you already have another job? If so, where are you working and how many hours are you working?

How long have you been with them?

What do / did you do for them?

Why did you leave your last job or why do you want to leave your current job.

How long have you been doing our advertised type of work?

Please send me three references and examples of your best work.

What do you expect to get paid per picture?

Tell me about yourself and your family.

Do you use Dropbox / Trello / Slack - if no can you use it.

Do you have a problem with time software?

What other skills do you have that may be helpful to us ?

Do you have Auto Cad or Drawings capability ?

Are you a good communicator ? We love to see questions coming as that shows willingness to progress and learn - will you ask all relevant questions to a task to gain understanding before starting the task ?

Can you complete 45-55 hours a week? And if you run out of tasks, you need to let me know. Cool?

If we offer you the position. Do you need to think about it? Or would you like to start right away?

Do you have any questions for me?

Please send me three references and examples of your best work.

What do you know about our company ?

Are you familiar with SOPs ? If so can you offer a sample you have been involved in formatting ?

What do you expect to get paid a month?

Will you attach a picture of a pink cadillac to your reply?

Tell me about yourself and your family.

Do you use Dropbox / Trello / Slack - if no can you use it.? Will your mobile phone function well with these apps.

Do you have a problem with time software?

Are you a good communicator ? We love to see questions coming as that shows willingness to progress and learn - will you ask all relevant questions to a task to gain understanding before starting the task ?

On Xero - have you in the past been involved in streamlining or implementing better functionality or features ? Please give example if so.

Do you have other skills which weren’t listed which might be useful to us?

What sort of training do you want to get in order to improve your skills? (We can help to invest in this for the correct person !)

Can you complete 45-55 hours a week? And if you run out of tasks, you need to let me know. Cool?

How long would you expect to work for me if you get the job?

What’s the best piece of work you’ve ever done? Why did it turn out so well?

Please write a paragraph of why I should hire you. Don’t send a list of your experience;

Tell me how you would complete the following task - Prepare VAT return for HRMC (please dont fret on this too much - we just want to see you broadly know the process - of course there may be mistakes additional training needed - we understand that !)

If we offer you the position. Do you need to think about it? Or would you like to start right away?

Do you have any questions for me?

Please offer skype details if you have thanks

Thanks for all correspondence so far, flow and feeling is very positive at this time.

Kind Regards

Nigel Mullen

Ensure Health & Safety is adhered to at all times Experience: Welding: 1 year Preferred but not essential - Training provided. Fitting / Mechanics: 1 year Preferred but not essential - Training provided. This role may be suited to a candidate with a background in Auto Mechanics or as a Mechanic or Panel Beater. A keen interest in Truck, Van and 4x4 is an advantage. There is an excellent opportunity for candidate to progress, starting salary dependent upon experience. (32,000 euro - 40,000 euro (guide))
900.3 Potential Candidate Call Request Hi {{ticket.requester.name}} Thank you for our interest in working at Bragan, having reviewed your CV I would like to discuss the role in more detail with you, can you give me a call on 086 xxxxxx at your earliest convenience Kind regards Dave Doyle Commercial Operations manager
901 Freelancer Training Links Hi {{ticket.requester.first_name}},

This is the final stage for our hiring process. Links below are our training materials and we will give you 2 days to study and learn them.

For reference, these needs to be studied in this order.

  1. SKU Code Creation

Notes

-

Video

-

  1. SKU Template Preparation / Checklist Process

Notes (it is vital to FULLY study this first before watching the video)

-

Video (a bit outdated with current process but the concept is the same)

-

  1. Listing to Channels

Video

-

** Additional SOPs to study

  • Child and Parent SKU -
  • Price Change -
  • Listing Deletion -
  • Wheelbase and Cab Type -
  • Magento Category Creation -

** Important Links

SKU Creator Formating File link

** Please also study Linnworks, our main application for Inventory Management of all aspect, kindly study above highlighted in yellow (image attached) as a start.

Once done, please response to this email and we will send you a Knowledge Check execise.

Thanks.

902 Knowledge Check Exercise Hi {{ticket.requester.first_name}}, Please see below link for our Knowledge Check Exercise, the goal is to answer all items correct. Return the file with your answers Knowledge Check - Best of luck!
903 Freelancer Rate Hi {{ticket.requester.first_name}}, Thanks for your email. Please let me know preferred hourly rate and available hours you can offer - and other related services you may be able to offer us thanks. Our hourly rate begins at 2 usd per hour increasing to 4 usd after training period. Send Skype request to James Mullen (btstrading10) and introduce yourself as New Freelancer. Thank you,
905- Indeed Jobs Macro/Pre Sales CS Hi there, Thanks for your interest in joining our company. If you feel you are suitable for this role - please see the below link and reply this POTENTIAL HIRE TEST so we can access your ability and offer the role. Please email to [email protected]

Part 1

Use screen recorder below for each test and provide links in your application email.

https://www.loom.com/

INCLUDE Score / Rating in your email.

Aptitude Test

https://www.aptitude-test.com/free-aptitude-test/quick-test/

IQ Test

http://www.free-iqtest.net/

Typing Test

https://www.typingtest.com/

Part 2

Please follow the link to the test files. Please note that this excel test is not compulsory but will be added bonus if you can complete.

When you have completed the test please forward the test to us by email. Time frame that applicant uses between receiving this email and results offered will also be considered as part of the assessment - please indicate time spent on the tests as part of the reply.

Thank you and Good Luck!
906- Indeed Jobs Macro/Ecommerce IT Role Hi there, Thanks for your interest in joining our company. If you feel you are suitable for this role - please see the below link and reply this POTENTIAL HIRE TEST so we can access your ability and offer the role. Please email to [email protected] Part 1 Use screen recorder below for each test and provide links in your application email. https://www.loom.com/ INCLUDE Score / Rating in your email. Aptitude Test https://www.aptitude-test.com/free-aptitude-test/quick-test/ IQ Test http://www.free-iqtest.net/ Typing Test https://www.typingtest.com/ Part 2 Please follow the link to the test files.
When you have completed the test please forward the test to us by email. Time frame that applicant uses between receiving this email and results offered will also be considered as part of the assessment - please indicate time spent on the tests as part of the reply. Thank you and Good Luck!
907 CS Training SOP 1 Hi, I have included some links to Sop's relevant to you for the new position and product information to familiarise yourself with for the products we offer. Please also see our website to understand the full range of items we offer - https://www.bragan.net/index.php/ Introduction to Bragan Product Training Let me know if there is anything else you need and please confirm you have received this email.
908 Job Not Qualified Thank you for your interest in Bragan Truck, Van and 4x4 Accessories Ltd.
We have carefully considered and reviewed your experience and, although you have some excellent qualities and qualifications, another candidate more closely fits the business's needs at this time. It was a pleasure meeting you during your interview. Wishing you all the best of luck in your future career.
909 WH Trials Hi [Insert Name}, I am confirming your trial day with us on ( DD/MM/YYYY) at (0:00am), please go straight to the main office and ask for (Person). Our Eircode is H18 CP57. Please wear safety boots, a high-vis vest and suitable workwear, There is a deli nearby, but please bring lunch should you wish to do so. In advance of your trial day - please familiarise yourself with our Warehouse Pick and Pack Standard Operating Procedures in the link below Please confirm your attendance by replying to this email , If you are not sure of anything please ask and we will come back to you.
We assess our trial candidates for suitability to the role at 11 am, and 2pm on the day of the trial. Unsuccessful candidates will be notified at the suitability check times noted above. We wish you every success on your trial day.
909.1 - Office Trial Hi [Insert Name}, I am confirming your trial day with us on ( DD/MM/YYYY) at (0:00am), please go to the main office and ask for (Person). Our Eircode is H18 CP57. In advance of your trial day - please familiarise yourself with our Standard Operating Procedures in the link below. These form the basis of our ethos, and will guide you on our processes which form part of your early success at Bragan Please confirm your attendance by replying to this email , If you are not sure of anything please ask and we will come back to you. We wish you every success on your trial day.
Kind Regards
909.2 New Starter Email Hi [Insert Name}, Welcome to Bragan. We look forward to having you on board as part of our growing team Your start date us confirmed as ( DD/MM/YYYY) at (0:00am), please go straight to the main office and ask for (Person). Please wear safety boots, a high-vis vest and suitable workwear, there is a deli local but you may also bring lunch. To make your workday easier and to help you prepare please review the following information in the link below, this will be key to your success here at Bragan · The (Insert) SOP document is a step by step guide to how our warehouse operates effectively. · Please print out and fill in the required information on the Bragan New Start Form · Please review and familiarise yourself with our Health and Safety Statement. · Throughout your time with us it is necessary to have product knowledge - see our website https://www.bragan.net/
We wish you every success with your career at Bragan.
909.3 Rejection Email Copy Hi [Insert Name}, We really appreciate your interest in joining our company and we want to thank you for the time and energy you invested in your trial day as [insert job title here] We received a large number of applications for this role and after careful consideration, unfortunately, we have to inform you that this time you have been unsuccessful. If you have any questions or need additional information, please don’t hesitate to contact me by email [insert your email address] We wish you every success in your future endeavours. Once again, thank you for your interest in working with us.
Crossbars fitment - Raised Rails / Crossbars Hi there, Yes these items will fit if you have raised roof rails on your vehicle - you must be able to put your hand between the rail and the roof as shown in the pictures in the advert. You can also confirm by checking the crossbars dimensions in the advert against your vehicle.

Thank you.

  1. How to Create Macros in Zendesk

3.1. Click on Admin > Go To Admin Centre

Fig. 44
Fig. 44

3.2 Go to Workspaces and click on Macros

Screenshot
Screenshot

3.3 Click on Add Macro and create a new macro.

Screenshot
Screenshot

All Macros must have a unique number that#

corresponds to the category they belong to.

  1. How to Edit Macros in Zendesk

4.1. Search for the macro you want to edit in the text box

Screenshot
Screenshot

4.2. Edit content and then click Save button.

Screenshot
Screenshot

Notes#

This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:

Important#

It is important to use Macros as it can speed up your support time. Macros are written responses, enabling you to quickly respond to common requests with a standard reply. You can edit the content of the Macro to suit the situation and you have to have a mindset and ask yourself the question (first choice and first thought) is there a macro for this query. Macros have the benefits of customer support scripts (quick, on-brand responses) while leaving the agent open to providing personalized support. Also, Macro has the best chance of having the correct worded reply and additional aspects that we may not think of in real-time.

Potential Issues:

1 - ISSUE ENCOUNTERED: Stuck on Loading

RESOLUTION: Refresh Browser

2 - ISSUE ENCOUNTERED: Broken Links

RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.

Attachments#

Macro_Usage_SOP.docx 16/12/2025