Sending Return Email For Customer

Overview#

Purpose: The purpose of this SOP is to give an idea of how to send return emails to customers.

Scope: This applies to customer service representative staff and all staff personnel who is in charge of this process.

Responsibility: It is the responsibility of all staff to follow the standard operating procedure of how to send return emails to customers.

Objective: The objective of this procedure is:

• to guide employees on how to send return emails to customers.

Sending Returns email to Customer

Email Example: 110495

1. Organize Returns
2. a. Organise new scanned returns by moving some of the PDF files to a specific folders.  (\Dropbox\Customer Service Jobs\Late delivery dispatch email).

• Saving the PDF file to the correct folder. Make sure to make a folder each week for the new returns. (\Dropbox\Customer Service Jobs\Late delivery dispatch email\Returns.

2. Sending an email to customer - Open one of the PDF.

• Use the first 6 numbers and search the order in Linnworks(ex: 1995040104) use:199504.
• On Linnworks, look for his email and copy.

• Add new tab on the top left side of the screen in zendesk.

• Paste the email on the left side of the screen.

• Apply Macro on the bottom part of the page. Using RETURN RECEIVED.

g.

• Enter the customer name on the text box.
• On sending the email, make sure the the selected address to be used is [email protected]

• On the lower right side of the screen Submit as Solved.

Notes#

This document is important because this gives an idea of how to send return emails to customers.