The following procedure should be followed when logging details of resends and/or refunds to orders returned back from customers to both Swadlincote DC and to the London Despatch team.
Please create a new Zendesk ticket with the customer's email address* in the REQUESTER field - add yourself in the 'CC' field if you wish to receive future updates on this ticket.
In the left hand panel please amend as follows:
BRAND: 'Liberty' (i.e. NOT 'Liberty Logistics')
FORM: 'Customer Services'
For tickets where you are providing an "info only" update - e.g. "this order has been resent on Waybill number 123-987-456456" then please also complete the ticket as follows:
ASSIGNEE: 'Customer Services/Customer Services'
CONTACT TYPE: 'Delivery' or 'Returns' depending on what is more appropriate
DW ORDER ID: 8 digit number from AX (e.g. 10870284)
These tickets should then be submitted as 'SOLVED' status:
For tickets requiring an update or decision from the Customer and/or Customer service team please do as above with two exceptions:
ASSIGNEE: Should be left BLANK
Tickets should then be submitted as 'NEW' status:
*For queries where we do not have the customer's email address (e.g. store orders sent to Swad) please use the naming convention "firstname.surname@liberty.london"
e.g. Elvis Presley would be:
"elvis.presley@liberty.london" NOT "elvis.presley@libertylondon.com"
This is important as @libertylondon.com email addresses are treated differently by Zendesk.