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Beauty Bay Training

Updated 24/09/21
About Beauty Bay
Mission: to share beauty obsessions with the world.
Online beauty retailer founded in 1999.
Sources hard-to-find brands and products.
Over 7,000 listed products, with new launches every
week.
Collaborations with big names in the beauty world.
Based in Manchester, UK but ships internationally.
Site
Beauty Bay’s web address is beautybay.com.
Beauty Bay and FM
Outsource
 We assist BB with emails, using software
called Gnatta.
 BB have their own team (who also use
Gnatta) for handling social media
messages.
 Our job is made easier by macros (pre-
written responses) and a Customer Portal
within Gnatta.
 Customers usually contact us via a form or
the chat bot on BB’s website.
 Opens the
Advanced Search

BB’s Gnatta URL

Opens your
Notifications
Opens the
Customer Portal
Opens the Status
Menu
Opens your Radar

Shows when you Statuses to select

have no from
outstanding work

Gnatta is our tool for handling “interactions.”

It is a web-based application. You will receive an invitation to set your own password via email.
  The Customer Portal is a widget for
Gnatta.
 It can be used for searching for customers,
Customer Portal orders, deliveries and promotional code
information.
 We can also manage accounts and assign
TRIBE points via the Portal.
  Macros are pre-written
responses within Gnatta.
 They can be accessed by
clicking the speech bubble
icon on Gnatta.
 Macros are only made
available after the correct
wrap codes have been
Macros selected.
 Search for the correct
macro then click on its title
to add it to the interaction.
 Once added to the
interaction, you should edit
(or “update”) the macro
before sending it.
Why might
customers
contact
Beauty Bay?
  Data breaches  Late orders
 Account issues  Lost orders
 Returns  Disputed deliveries
 Damaged items  RTS orders
 Faulty items  FTI orders
 Missing items  Replacements

Topics  Empty packages  TRIBE

 Incorrect items  Gift card queries
 Allergic reactions  Retake payment requests
 Amendments  Mailing list queries
 Cancellations  Discount code queries
 Delivery services  Website and app queries
 Saver packages  Other general enquiries
  DPA is an acronym for the Data Full name
Protection Act.
 We also use the term to refer to Email address
pieces of information that help us
verify a customer's identity. Order number
 We need to obtain 3 pieces of valid Tracking number
DPA (1) DPA from a customer before we can
answer their queries. Address/postcode
 To be valid, the DPA must match
the details that are stored within Payment card
the customer's account.
 The list shows pieces of DPA that
Order value
we might request from a customer.
Date of birth
  DPA is only required when a customer is asking about an
order or their account – we do not need to obtain DPA to
assist with general enquiries (e.g. stock enquiries).
 Some customers might require that a friend or family
member speaks with us on their behalf.
DPA (2)  We cannot speak with customer's friend or family member
until the customer has contacted us directly to provide 3
pieces of valid DPA.
 In these cases, we can send the DPA – Not Account Holder
macro, then wrap. This confirms that the customer must
contact us directly with DPA.
GDPR (1)
 GDPR is General Data Protection Legislation.
 These laws are designed to protect customers’
“personal data.”
 “Personal data” is any data relating to a person that
is held on BB’s system.
 BB must justify why it keeps this information and is
responsible for keeping it secure.
 GDPR laws are extremely serious - if personal data is
breached, BB can be fined up to €20m.
GDPR (2)
 If a customer wishes to delete their account or
information, we can do so via the Customer Portal.
 We should find their account, then click the red
“Remove All Customer Data” button.
 We can then email the customer to confirm that their
data has been deleted.
 Any other GDPR queries (such as requests for the
information we hold about a customer) should be
moved to the “Manager – Other” queue for BB to handle
directly.
 What is DPA? How many pieces of DPA are required
before we can assist a customer?

How can we help customers who wish for a friend

DPA and or family member to speak with us on their behalf?

GDPR (Recap) What is GDPR? What is personal data? Why is GDPR

important?

How can we delete a customer’s account? How

should we respond to other GDPR queries?
Data Breaches (Hacked)
 If a customer contacts us because they believe their
account has been hacked, we should check to see if
any orders have been placed using the customer’s
stored card details or TRIBE points.
 If an order has been placed, we can take a range of
different actions depending on whether it is possible
to cancel the order.
 You can find full instructions within this brief on
Workplace: https://bit.ly/2Qbu7s3
  If a customer contacts us because they believe there has
been a data breach and that their card details have been
stolen from our site and used elsewhere, we should first
Data reassure the customer that we take such matters very
seriously.
Breaches  We should instruct the customer to change their password
(External) and contact their bank. The bank will be able to halt their
card.
 We must then raise the issue for a full investigation by
moving it to the “Fraud” queue.
Data Breaches (Agent)
 If a customer contacts us because they believe there
has been a data breach caused by the customer care
team, we should insert the Fraud - CSA Data Breach
Incorrect Info Given macro at the beginning of our
response.
 We can then continue to deal with the query as normal.
 Before the customer replies, we should also contact BB
directly by emailing cssupervisors@beautybay.com and
marcus.sims@beautybay.com with the details, copying
in Josh.
Data Breaches
(Account)
 If a customer contacts us because
they believe there has been a data
breach within the account section
of the website, we should send the
Data Breach - Account Section
macro.
 Before the customer replies, we
should also contact BB directly by
emailing
cssupervisors@beautybay.com and
marcus.sims@beautybay.com with
the details, copying in Josh.
  If a customer contacts us because they believe there has
been a data breach involving the chatbot on our site, we
should send a prewritten response that apologizes and asks
for several pieces of information.
Data  The full response can be copied from this brief on
Workplace: https://bit.ly/2Qbu7s3
Breaches  Before the customer replies, we should also contact BB
(Chatbot) directly by emailing cssupervisors@beautybay.com and
marcus.sims@beautybay.com with the details, copying in
Josh.
 BB’s team will then disable the chatbot until they have fully
investigated the situation.
 How can we help when a customer’s account has
been hacked or compromised?

How can we help when a customer’s data has been

Data breached by a member of the customer care team?
Breaches
Recap How can we help when a customer’s details have
been stolen from our site and used on another site?

How can we help when a customer encounters a

data breach via the account section of the site or
within the chatbot?
Returns (1)
 All customers can return unopened, unused items within
60 days of the product arriving.

 All original wrapping, packaging and seals must be intact.

 Customers should contact us directly to confirm the items they

would like to return, as well as the reason for each item.

 If the customer hasn’t already provided this information, we

can request it with the Returns – Reasons for Returns macro.

 More returns info is available at: https://bit.ly/3ccgekm

  When a UK customer has confirmed the details of their
return, we can send the Returns:NAV Returns - UKTRK &
UKNXT macro, which provides the customer with returns
information.
Returns (2)  Whenever a return is authorized, the details should be
logged on the FM Request Form (see next slide).
 If we need to refuse the return for any reason, we can use
the Returns - Refusal to Issue Returns Label macro. This
lets the customer know that their return is ineligible.
  The FM Request Form can be found here:
Returns (3) https://cutt.ly/jEblDZZ
Returns (4)
 UK customers can return for free via Hermes ParcelShop,
Hermes Collection or ASDA toyou.

 Hermes returns can be booked here: https://bit.ly/3ceS8Fx

 ASDA returns can be booked here: https://bit.ly/3catFkC

 To return via Hermes, the customer may need to print a label

at home. ASDA labels are printed in-store.

 Within Hermes’ system, Beauty Bay sometimes appears as

“Beauty” - this can confuse some customers.
  Proof of postage should be
requested then kept by the
customer.
 This will allow us to help the
customer if the package
becomes lost before it reaches
our depot.

Returns (5)  If a customer returns using a

courier other than Hermes
ParcelShop or ASDA toyou and
the package becomes lost, we
are not liable for it.
 UK customers should allow 14
working days for their return
to reach us and for a refund to
be provided.
  If a customer contacts us advising their Hermes collection has
failed, please send the customer the following macro: Rebook
failed collection - 1st response If the customer requests for
us to rebook the collection for them, you would use the
selfserve portal to do
this: https://clients.hermescloud.co.uk/
 Click on 'Create a Collection', choose 'courier' for collection
type, and enter the customer's information. The new
Returns (6) reference is then emailed to the customer. You would then
respond to the customer using macro: Rebook failed
collection - 2nd response
Returns (7)
 International customers must also have their return
approved by us. When they have confirmed the
details of their return, we can send the NAV Returns
- Int’l macro, which provides the customer with
returns information.
 The customer should use the national postal service
in their country to make their return. The package
should be sent to the following address:

Beauty Bay Ltd. Returns Department, PO Box 518,

Manchester, M5 0BN, United Kingdom
Returns (8)
 International customers are responsible for any
shipping costs incurred - unless they are returning
because the item is damaged, faulty or incorrect.
 In these cases, we can attach a freepost returns
label to ensure the return is free of charge.
 Just like UK customers, international customers
should request and keep proof of postage.
 International customers should allow 21 working
days for their return to reach us and for a refund to
be provided.
  If a customer has made a return and is without their refund
outside our usual window, we must ask for a photo of their
postage receipt.
 We can then check with BB to see if the return has been
received for the order by asking in the Teams chat. BB will
be able to ask the warehouse team for us.

Returns (9)  If we have not received the return, we should issue a full
refund via the FM Requests Form. We can inform the
customer using the Returns - Over 14 Days – Refund
macro.
 If we have received the return, we should ask BB for further
advice as the warehouse may already have refunded the
returned item, or may have refused to accept it due to it
arriving in a used condition.
  There are two separate returns labels for international
customers – one is for customers inside the EU and the other
is for customers outside it.
 The label for customers inside the EU allows for a free
return. The label for customers outside the EU does not.
 If a customer is outside the EU and requires a free return
(because we have sent them a damaged item, for example),
Returns (10) they should pay the courier at the point of return then
provide us with a picture of their postage receipt along with
their PayPal account’s associated email address.
 We can then arrange for the returns postage fee to be
refunded to the customer’s PayPal account.
 The labels can be downloaded as PDFs from Workplace then
attached on Gnatta.
 They can be found here: https://bit.ly/3jHhv89
 Under what conditions can a
customer make a return?

Returns What is the UK returns

Recap process?

How does the international

returns process differ?
  When a customer contacts us about a damaged item, we
first need to see images of the item. If we need to request
these from the customer, we can use the Damaged – Image
Request macro.
 When the customer provides images, we can decide which
of the following categories the damaged item falls under:
1. Damaged and in need of disposal - if the customer’s
Damaged package contains broken glass, sharp components or an
Items (1) empty bottle.
2. Packaging - if only the packaging of the product is
damaged, and the product is entirely usable.
3. Partial damage - if less than 40% of the product is
damaged/unusable. For example, 2 trays in a palette of 10
have smashed.
4. Full damage - if more than 40% of the product is
damaged/unusable.
  For items that are damaged
and in need of disposal,
inform the customer that
they don’t need to make a
return and instruct them to
Damaged dispose of the item.

Items (2)  Process a full refund

straightaway via the FM
Requests Form and use the
Damaged - Just Refund
macro to let the customer
know about their refund.
  For items with damaged
packaging, we can invite the
customer to keep the item and
receive a 10% partial refund. We
can use the Damaged –
Packaging 10% macro to offer
this.
 If the customer is happy with

Damaged this resolution, process the

partial refund straightaway via
the FM Requests Form and use
Items (3) the Damaged - Agreed Refund
Actioned macro to let the
customer know about their
refund.
 If the customer is unhappy with
this resolution, they will need to
receive a full refund. See
“Damaged Items (6)” and
“Damaged Items (7)” for more
information on this.
Damaged Items (4)
 For items with partial damage, we can invite the
customer to keep the item and receive a 40% partial
refund. We can use the Damaged – Product 40% macro
to offer this.
 If the customer is happy with this resolution, process
the partial refund straightaway via the FM Requests
Form and use the Damaged - Agreed Refund Actioned
macro to let the customer know about their refund.
 If the customer is unhappy with this resolution, they will
need to receive a full refund. See “Damaged Items (6)”
and “Damaged Items (7)” for more information on this.
  For items with full damage,
we would not offer a
partial refund - the
customer will instead need
to receive a full refund. See
“Damaged Items (6)” and
Damaged “Damaged Items (7)” for
more information on this.
Items (5)  Damaged items should
usually be wrapped as:

Damaged > Products > Full

Refund or Discount Offered
  If a customer is unhappy with our offer of a partial refund,
or receives an item with full damage, they will need to
receive a full refund.
 We can process a full refund via the FM Requests Form
straightaway in these cases.
 Depending on the value of the item, we might also ask the
Damaged customer to return it to us. We can use the table below to
Items (6) determine whether a return should be requested. Items
worth more than the threshold within the customer’s
territory should be returned:

Territory: UK Europe Rest of World

Threshold: £15 £20 £25

  If an item does not need to be returned, use the Damaged -
Just Refund macro to let the customer know about their
refund.
 If an item does need to be returned, use either the
Damaged - UK - Refund & Return macro or Damaged - Int'l
- Refund & Return macro, depending on the customer’s
territory.
Damaged  This invites the customer to send their item back to us.
Items (7)  We should attach any relevant materials to the email, so
that the customer doesn’t need to pay for the return. In the
same email, we should also let the customer know that we
have processed their refund.
 Even when asking the customer to return a damaged item,
we can put the refund through straightaway - we do not
need to wait for the customer to send the item back, or for
the item to reach us.
 How can we help customers that have received
damaged items that contain broken glass?

How can we help customers that have received

items with damaged packaging?
Damaged
Items Recap How can we help customers that have received
partially damaged items?

How can we help customers that have received

fully damaged items?
Faulty Items (1)
 Faulty items are electrical goods that have arrived in
a poor condition or aren’t working.
 When a customer contacts us about a faulty item,
we first need to see images or videos of the item.
 If we need to request these from the customer, we
can use the Faulty – Image Request macro.
 Keep in mind that not all electrical faults can be
evaluated from a picture, or even a video.
 Brand Warranty

Faulty Items (2) BaByliss 3 years

BaByliss Pro 6 months

 Once we have received images or
videos, we can use the table to
determine whether the product Blinc 1 year
is still within its warranty period.
 If a product is outside its NuMe 1 year
warranty period, it is no longer
eligible for a return. T3 2 years
 If a product is still inside its
warranty period, we need to Foreo 2 years
receive it back so that it can be
tested.
PMD Beauty 1 year
  Update and send either the Faulty - UK Return (UKTRK &
UKNXT) or Faulty - Int’l Return macro, depending on the
customer’s territory.
 This invites the customer to send their item back to us. We
Faulty Items should attach any relevant materials to the email, so that
the customer doesn’t need to pay for the return.
(3)  The details should be added to the FM Request Form, with
the reason 'Faulty (returned for testing)'.
 Under 'Return for Testing Comments' we should confirm
what the fault is so that the warehouse team knows what
they are required to test.
  Depending on the value of the item, we might also refund the
customer straightaway. We can use the table below to
determine whether a return should be requested.

Territory: UK Europe Rest of World

Threshold: £15 £20 £25

Faulty Items
 Items worth less than the threshold within the customer’s
(4) territory can be refunded straightaway. We should process the
refund and inform the customer.
 Items worth more than the threshold within the customer’s
territory should only be refunded by the warehouse team, after
they have completed their investigation of the faulty item.
 Faulty Vibrators – if unused follow the same process, if used we
can refund after seeing the photo/video, the customer doesn't
need to return for testing.
 How can we help customers
with faulty items that are
outside the warranty period?
Faulty Items
Recap
How can we help customers
with faulty items that are still
within the warranty period?
Missing Items
 If a customer is missing an item from their order,
and it is showing as having been dispatched, we can
refund it straightaway via the FM Request Form.
 We can use the Missing - Just Refund macro to
apologize and notify the customer of their refund.
 If you can see several claims for missing items from
the same customer, you can raise the interaction
with BB or a team leader for further investigation.
  “Short shipping” is when a customer has paid for an item
but the warehouse team has failed to pack and dispatch it,
and so it is missing from the customer’s order.
 Short shipping usually occurs when there has been a
stocking issue or a human error, and the warehouse team
often refunds the item straightaway.
Short  We can tell that an item has been short-shipped, rather
Shipping than lost during transit, because it will show on the
Customer Portal but not on Metapack.
 We should first check that the refund has been processed. If
it hasn’t, this can be put through via the FM Request Form.
 We can then use the Under Dispatch - Missing Item
Refunded macro. This informs the customer that their item
could not be sent out to them and confirms the refund.
Empty Packages (1)
 If a customer has received an empty package, we
need to see a picture of the packaging to determine
whether it has been damaged in transit. We can
request this by using the Missing - Empty Parcel -
Image Request macro.
 When the customer provides a picture of the
packaging, we can refund the missing item(s) via the
FM Request Form, then use the Missing - Just
Refund macro.
  Before wrapping, we need to raise the damaged package with
the courier. This is so that BB can claim their money back.
 Raise the damaged package via webform (full instructions for
this are included later in the training) or email, depending on
the courier. The following message can be used:

“Hi all. This parcel was damaged in transit, and the contents
Empty are missing. Please advise that we can raise a claim. Many
thanks.”
Packages (2)  The images of the damaged packaging that the customer
provided must be attached.
 The incident should then be wrapped in a certain way to ensure
the courier’s reply is passed to the team that deals with claims.
It should be wrapped as follows:

WISMO > Damaged In Transit - Full Refund > Raised with Carrier
> [Carrier Name]
 How can we help customers that
are missing part of their order?
Missing Items,
Empty
Packages and How can we help customers that
Short have been short shipped?
Shipping
Recap
How can we help customers that
have received empty packages?
Incorrect Items (1)
 If a customer has received an
incorrect item, we first need to
establish whether it is due to
an error of our own.
 We may need to ask for
pictures from the customer.
 We can use the Wrong - Image
Request macro to do so.
Incorrect Items (2)

 It may be that the customer has ordered the wrong product (perhaps by
selecting the wrong shade or size).
 In these cases, if the product is unopened, the customer can return the
item within 60 days for a full refund, as per the normal returns process.
 The normal returns information should be provided, using either the
Returns: NAV Returns - UKTRK & UKNXT or NAV Returns - Int’l macro,
depending on the customer’s territory.
 If the product has been opened, it is no longer eligible for a return.
  Alternatively, it may be that we have sent the wrong
product to the customer.
 In these cases, we can refund the item straightaway via the
FM Request Form.
 The customer can keep the product with our compliments if
Incorrect it is below a certain value.
Items (3)  For UK customers, the threshold value is £15.00.
 For international customers, the threshold value is £30.00.
 We can use the Wrong – Refund and Return Without
Getting Back macro to let these customers know that there
is no need to return the incorrect item to us.
  Products above these thresholds should be returned to us.

 Use either the Wrong - Refund & Return macro or the

Wrong - Refund & Return Intl macro, depending on the
customer’s territory, to confirm this.

Incorrect  We should attach any relevant materials to the email, so

that the customer doesn’t need to pay for the return. In the
Items (4) same email, we should also let the customer know that we
have processed their refund.
 Even when asking the customer to return an incorrect item,
we can put the refund through straightaway - we do not
need to wait for the customer to send the item back, or for
the item to reach us.
 How can we help customers that have
received incorrect items when the
error was their own?

How can we help customers that have

Incorrect received incorrect items when the
Items Recap error was our own?

When should incorrect items be

returned to us?
  If a customer contacts us about an allergic reaction they
have had to a product, we should first update and send the
Allergy – 1st Response macro.
 This response will help us establish all the information
needed for raising the matter with suppliers.
 When the customer responds, check all questions have been
answered. If some questions are unanswered, ask these
again.
Allergies  When all questions have been answered, refund the
customer for the product that has caused a reaction via the
FM Request Form.
 Update and send the Allergy – Just Refund macro, then
wrap.
 If the product is by BEAUTY BAY or Sample Beauty, then
please also email quality@beautybay.com and
ross.carter@Beautybay.com
 Items/ Delivery Method
 We are NOT able to swap items, add items, or change the
shipping option. Send the Amend – Can't Amend Items macro, or
the Cannot Amend Shipping Method macro. (These may need
editing if the order has already been dispatched)
Address
Amendments  We are NOT currently accepting requests to amend delivery
addresses, this is a temporary measure during the sale period.
(1)  We MAY be able to cancel the order instead if it hasn't been
dispatched.
 We can never amend the delivery address if the order was paid
for with Klarna.
 We can never amend or cancel if the parcel has dispatched,
check the status on Metapack/CS Portal.
  If the order hasn't been dispatched send the
Amendments::Amend-Can't Amend macro.
 This explains that we can't amend the address and so we
have requested a cancellation instead (see next slide).
Amendments  If the order has already dispatched send the Amend- Can’t
amend- Stop and Return macro.
(2)  This explains that we cannot amend the order and asks the
customer if they would like us to request a stop and return
with the courier
 If the customer says they would like this, send Amend- Stop
and Return- Raised with Courier, and contact the courier
to request this (we will cover how to do this later)
  If the order hasn't been dispatched and can be cancelled, add the
details to the following form: https://rb.gy/a92jj0
 The request is not guaranteed.
 Send the Cancel - request with the warehouse macro

Cancellations
  WISMO stands for “Where
is my order?” - a WISMO Tracked Next Day/
query is any incident Express
where a customer is
chasing an order they have
WISMO placed.
Nominated
Same Day
 We use Metapack and the
Queries Customer Portal to track
Day
orders.
 BB offers several delivery Click &
Saver
methods, although these Collect
vary between territories.
Metapack
  All territories have a different range of delivery options
available, with some territories offering “saver services.”
 These services tend to be low-cost and available for more
distant or remote territories.
 Packages on saver services cannot be tracked. After they are
dispatched, we do not receive any information about the
delivery.
Saver  You can tell whether a package is on a saver service by
Services (1) checking the order’s “Shipping Method” on the Customer
Portal. Saver services show as either “EUSAV” or “ROWSAV.”
 Regardless of the delivery timeframe listed on the website, we
should allow 25 working days from the date of dispatch for the
package to arrive.
 Working days exclude public holidays and weekends. We can
calculate whether 25 working days have passed using a
calendar or an online tool.
  If the customer contacts us for a delivery update within 25
working days, we can use the Delayed - Intl
Saver::EUSAVER 1st Response macro.
 This reply confirms that the customer needs to allow more
time for their package to arrive. It does not provide the
Saver final date that we would expect the package to arrive by.
 If the customer contacts us for a second or third time within
Services (2) 25 working days, we can use the Delayed - Intl
Saver::EUSAVER 2nd response and Delayed - Intl
Saver::EUSAVER 3rd response macros.
 These replies reiterate that the customer needs to allow
more time but also provide the final date that we would
expect the package to arrive by.
  If the customer contacts us after 25 working days have
passed, we can class the package as lost.
 We should refund the customer via the FM Requests Form
and notify them of their refund with the Lost – Refund -
Saver Over 15 Working Days macro.

Services (3)  This macro encourages the customer to use a tracked

delivery service in the future.
 For customers in Brazil, Morocco, Reunion Island or Saudi
Arabia, we must allow 30 working days rather than 25
working days.
 What are saver services? How can we
tell if a package is on a saver service?

Saver How do we assist customers chasing a

Services package on a saver service within 25
Recap working days?

How do we assist customers chasing a

package on a saver service after 25
working days have passed?
  UK packages are generally delivered by Hermes.
 This includes Click & Collect packages, which can be
ordered to Hermes ParcelShops.
UK Couriers  All packages to Northern Ireland and the Republic of Ireland
are delivered by Fastway.
  For packages on tracked services, we can provide more
information about delivery problems.
 If a package has not arrived by the expected delivery date
but has received a scan from Hermes within the past 2 days,
Late and Lost it is late - but it is not yet lost.
 We should explain that the package is delayed but still
Packages (1) expected to arrive within the near future. Where possible,
we should provide the customer with a tracking link and a
refund of their delivery fee.
 If no delivery fee was paid, we may be able to provide the
customer with some TRIBE points.
  If there has been no scan within the past 2 days, we can begin
an investigation to determine whether the package has been
lost in transit.
 If the package is being delivered to a UK address and is with
Hermes, we can do this via the webform. We should ask
Hermes to confirm when the package will be delivered, or
class it as lost.
Late and Lost  If the package is being delivered to an international address or
is with a different courier, we can ask this via email.
Packages (2)  We can use the Delayed - Tracked - No Tracking Update -
Investigation Raised macro for UK orders.
 We can use the Delayed - Int'l Tracked::Int'l Tracked - No
Tracking Update - Investigation Raised macro for
international orders.
 We should let the customer know that we are sorry for the
delay and that we are investigating the situation with the
courier.
  If the courier replies to confirm that the package has not
been lost, we can let the customer know this. Where
possible, provide a refund of the delivery fee or some TRIBE
points.
 Even if the courier replies to confirm the package has been
lost, we must wait for the package to go without a scan for
Late & Lost a certain number of days before we can class it as lost.
 For UK orders, we must allow 6 days.
Packages (3)  For international orders that are with Hermes, we must
allow 11 days.
 For international orders that are with a courier other than
Hermes, we must allow 25 working days, unless we are
made aware of any local issues. In these cases, we can
make exceptions.
  Once we have classed the package as lost in transit, we
should refund the customer via the FM Request Form.
 We can use the Delayed - UK - Lost In Transit macro to let
UK customers know about their refund, and the Delayed -
Intl Lost in Transit macro for international customers.

Late & Lost  If the courier has not already confirmed the package to be
lost, we should contact them via the webform or email to
Packages (4) request that the package is either returned to us or
confirmed as lost.
 The incident should then be wrapped in a certain way to
ensure it is passed to the team that deals with claims. It
should be wrapped as follows:

WISMO > Lost In Transit > Passed to Claims > [Carrier Name]
 When does a package become
classed as late? How can we
Late and Lost help with late packages?
Packages
Recap When does a package become
classed as lost? How can we
help with lost packages??
  A disputed delivery occurs when a parcel’s tracking
information indicates that it has been delivered, but the
customer claims not to have received it.
 The process for resolving disputed deliveries differs
depending on whether the order is to a UK address or an
international address.

Disputed  We should first track the package, using either Metapack or

the Customer Portal within Gnatta to access the tracking
Deliveries (1) page on the courier’s website. It might be necessary to
input the customer’s postcode on the tracking page to view
all the available information.
 The courier should have provided information about the
delivery. UK couriers are also likely to also include evidence
of the delivery, such as a picture of the delivery location, a
geolocation (recorded on Google Maps) or the customer’s
signature.
  We should use the tracking page to provide the customer
with as much information as possible about their delivery.
 For UK customers, we can use the Delayed - UK Disputed
Delivery - Hermes (1st Response) macro and attach the
evidence provided on the tracking page.
 For international customers, we can use the Delayed - Intl
Disputed Delivery - Shows as Delivered (1st Response) macro.
 If the customer still can’t find their package even after
Deliveries (2) viewing the delivery information and evidence we’ve
attached, they should reply to our initial email answering
all the questions we asked. If the customer doesn’t answer
all these questions, we must ask them again.
 After the questions have been answered, and it is clear that
the customer cannot locate the package, we can raise an
investigation with the courier.
  If the package was delivered by Hermes, we should raise our
investigation via the webform.
 We use our own details for the “Client Agent First Name” and
“Client Agent Last Name” fields, and the email
customer.services@beautybay.com in the “Client Agent Email”
field.
 We can then complete the rest of the form and submit a query
Disputed at the bottom.

Deliveries (3)  In the subject field of your query, add the Gnatta ID number in
brackets next to the parcel tracking number (i.e. “Hermes
email enquiry 9956971989438081 [756310]”).
 Within Gnatta, insert the Raise with Hermes macro then copy
it into the enquiry comments on the webform, making any
necessary adjustments to it.
 After submitting the webform, copy the reference number that
is generated into your Gnatta notes.
  If the package was delivered by a different courier, we
should raise our investigation via email.
 Within Gnatta, click the icon that looks like three dots,
select “Create Conversation,” and choose the correct
courier’s email from the drop-down address book.

Disputed  Input the tracking number in the subject field. In the email,
we can use the Raise with Intl Carrier macro, then leave
Deliveries (4) the tracking number within an internal note.
 When raising a disputed delivery with P2P, we should
include an invoice for the order. This can be obtained by
asking BB’s own team within Teams.
 They will provide a screenshot of the invoice that can be
saved then attached to the email to P2P.
  After raising an investigation, we should thank the customer
for answering our questions, and let them know that the
courier is looking into their missing package.

Disputed  For international customers, we can use the Delayed - Intl

Delivery - Shows as Delivered (2nd Response) macro.
Deliveries (5)  We should keep the customer updated on the progress of
the investigation. Whenever the interaction reopens with an
update from the courier, we should notify the customer via
email.
  The courier’s reply will take
around 24-48 hours and will
open (or reopen) in Gnatta.
The reply should confirm
that we are now able to
raise a claim.
Disputed  If it does not, we need to
Deliveries (6) politely insist that the
customer has completed
sufficient checks of their
property. The courier will
eventually confirm that we
are able to raise a claim for
the missing package.
  If the order was to a UK address and the package was
delivered by Hermes, we need to send over a Denial of
Receipt form for the customer to complete and sign.
 We can send the Denial Of Receipt macro - it contains the
Denial of Receipt form. If the customer does not complete or
sign the form properly, we need to resend the instructions.
 If the package was to an international address, and the
Disputed package was delivered by wnDirect, we also need to send
over a Denial of Receipt form for the customer to complete
Deliveries (7) and sign.
 We can send the WN Direct DOR macro - it contains the
Denial of Receipt form. Again, if the customer does not
complete or sign the form properly, we need to resend the
instructions.
 In all other cases, a Denial of Receipt form is not required
and we can advance to the next step without receiving a
completed and signed form from the customer.
  Once a form has been received (if required), we can refund
the customer via the FM Request Form.
 For UK customers, we can confirm the refund using the
Denial Of Receipt::Hermes DOR Received Refund
Processed macro.

Disputed  For international customers, we can confirm the refund

using the WN Direct DOR Received Refund Processed
Deliveries (8) macro.
 The incident should then be wrapped in a certain way to
ensure it is passed to the team that deals with claims. It
should be wrapped as follows:

WISMO > Disputed Delivery > Passed to Claims > [Carrier

Name]
 Using Hermes tracking If CX cannot locate
UK CX contacts us site, advise CX of likely parcel, they should reply
regarding a disputed location of package and to us by answering all
delivery. attach any pictures the questions asked in the
courier has provided. previous email.

UK Disputed Hermes’ reply will come

Use the BB CS email and

Delivery
through on Gnatta, and When CX has answered
copy reference number
should advise raising a all questions, raise with
produced by Hermes into
claim. If not, email back Hermes via the webform
Gnatta notes.

Flowchart
to contest this.

When CX provides a
At the same time that we
signed, completed DOR,
raise with Hermes, send Wrap the incident
refund the order via the
a DOR to the CX so they correctly to raise it to
FM Requests form and
can copy, complete and BB’s claims department.
email CX with
sign it.
confirmation.
 If CX cannot locate parcel,
Using courier’s tracking site,
Intl. CX contacts us regarding they should reply to us by
advise CX of likely location of
a disputed delivery. answering all questions asked
package.
in the previous email.

International
Disputed Courier’s reply will come
through on Gnatta, and should
Raise with courier via email.
Use the Gnatta address book
When CX has answered all
questions, send a response

Delivery
advise raising a claim. If not, saying we are investigating
and leave notes.
email back to contest this. this with the courier.

Flowchart
When CX provides a signed,
After courier confirms a claim
completed DOR (if required),
should be raised, send DOR to Wrap the incident correctly to
process a refund via the FM
CX so they can copy and raise it to BB’s claims
Request Form for the missing
complete it. Skip DOR if department.
package and email CX with
package is not with wnDirect.
confirmation.
 What is a disputed delivery?

What is the first step we should take to

Disputed help customers that are disputing delivery?
Delivery
Recap When and how do we raise the disputed
delivery with the courier?

What is a DOR and when is it required?

  Pre-advice is a delivery status that indicates a package has
left our warehouse but hasn’t yet reached the courier’s
depot.
 All packages go through pre-advice but this status changes
when the package is scanned at the courier’s depot.
 If a package becomes stuck in pre-advice, this indicates that
Pre-Advice it has not reached the courier and therefore will not be
delivered.
(1)  We can tell if a package is in pre-advice by checking
whether there are any scans following the dispatch of the
parcel. If there are no further scans, the package is in pre-
advice.
 The tracking page on the courier’s website might not work
correctly, or may show an error message explaining that the
courier has not yet received the package from the sender.
  We can consider a package DHL: Direct Link:
to be lost in pre-advice if 2 working 5 working
the status does not update days days
within a certain timeframe.
Fastway: Hermes (UK):
 The timeframe varies 5 working 2 working
depending on the courier. days days
 When a package is lost in
Pre-Advice pre-advice, we should
Hermes (Intl):
MHI:
5 working
process a full refund via
(2) the FM Requests Form.
3 working
days
days

 We can then use the On The Dot: P2P:

Delayed - UK - Pre-Advice 2 working 5 working
Only or Delayed - Int’l - days days
Pre-Advice Only macro,
depending on the Seko: wnDirect:
customer’s territory, to 5 working 7 working
confirm the refund. days days
  In some cases, couriers will be unable to complete
deliveries. They will instead send the package back to us.
This is called “return to sender.”
 It is unlikely that the courier will confirm why they are
unable to deliver the package. It is often the case that the
Return to customer has used an incomplete or incorrect address, that
Sender (1) the parcel was damaged in transit, or that three
unsuccessful delivery attempts have already been made.
 We can tell whether a parcel has received an RTS scan by
checking the tracking page - it will show a message similar
to “Return Processed by Hub” or “Return Processed by
Depot.”
  If the package is with Hermes, there may be a generic error
message indicating that the customer should speak with the
sender - in these cases, we should double-check that the
parcel is being returned to us by trying to complete the
webform.
 The webform should state that the package is on its way
Return to back to us. If it doesn’t, we should complete the webform
and request the return.
Sender (2)  When we can see that the package is on its way back to us,
we can refund the customer via the FM Requests Form and
inform the customer using the Delayed - Return To Sender
macro.
 We cannot resend packages that are being returned to us by
the courier.
 What we does the term “lost in pre-advice”
mean?

How can we help customers with packages

Pre-Advice lost in pre-advice?
and Return to
Sender Recap What does the term “returned to sender”
mean?

How can we help customers with packages

that have been returned to sender?
  An order is said to have “failed to import” if has not been
added to Metapack. In these cases, the customer has paid
for their order but it has not been processed for dispatch.
 The most common causes for this are that a line in the
customer’s address has more than 30 characters, or that the
address contains non-Latin characters.

Failed to  We should check if the order is FTI either using the FTI
Checker Excel Sheet, or by asking in the Beauty Bay Teams
Import (1) chat.
 If the order is FTI, we can then add the details to the FM FTI
Reporting Form.
 We can then notify the customer using the Payments -
Failed to Import macros – there are several variations of
the macro depending on the payment method that the
customer originally used.
  If a customer has not received their refund for an order that
failed to import after 10 working days, ask BB for some
proof of the refund for the order on the Teams chat.
 BB will provide you with a screenshot showing that the
Failed to refund was processed. You can then save this and send it to
the customer.
Import (2)  If there is no proof of the refund available, message Faye
Whyte or Nicole Berry on Teams with the order number and
ask them to process the refund. They will be able to refund
the order manually.
 We should then update the customer.
  There are some extra actions we can take to assist
customers with WISMO queries.
 If a customer is chasing an order that is late but not yet
lost, we can refund the delivery fee for them. Like other
refunds, this will take 3-5 days to process.
 If UK customer doesn’t want to wait any longer for their
late order, ask Hermes to RTS the package via the webform.
Extra WISMO After Hermes confirm the RTS scan, refund the package.
Steps  If a UK customer has delivery instructions (i.e. a specific
safe place or neighbour the package should be left with),
we can pass their instructions over to Hermes via the
tracking page.
 If an international customer needs to change the address of
a package already with an overseas courier, we can email
the courier directly to request this – but it is not guaranteed
to go through.
Collaborations
 BB collaborates with big names in the beauty world.
 Its biggest collaboration to date has been with an
American beauty Vlogger called Jeffree Star.
 Some – but not all – items in collaboration
collections can be replaced.
 Check the latest list of replaceable products to see
the full range of items that can be replaced.
 We have separate macros for these products.
Replacements
 Only a select few products can
be replaced, usually we simply
refund the customer if there
was an issue, and ask them to
re-order if they still want the
product.
 There is a list of items we can
offer replacements on, most of
these are Jeffree Star
products. Please make sure you
have the most up to date list.
Replacement
Requests
 To replace a product, we
need to add the details to
the FM Requests Form.
 Choose 'refunds' as the
type of request, note that
it is a replacement when
you enter the SKU, and
answer 'yes' to 'Is
a replacement required?'
 You can then set the refund
value to 0 if the
customer doesn't require an
additional refund.
Replacement Macros
 There are a range of alternative macros we can use
to offer customers the choice of a refund or
replacement.
 These usually have “J-Star” or a similar variation in
the macro title – for example, the JStar Blood Lust
Discount Offered and the J-Star - Replacement
Confirmed macros.
 We should only use these where it is possible for us
to provide a replacement.
  Before offering a replacement, we should always check that
the product is still in stock.
 Search the site using the product’s SKU to do this.
Replacement  As always, for damaged packaging and products, we need to
receive pictures of the damage before offering a solution.
Considerations  If we are replacing an item due to a WISMO issue, we should
double-check that the address looks correct to avoid us
sending a replacement to an incorrect or incomplete
address.
 Which products can be replaced?
Collaborations
and How can we offer a replacement
Replacements to a customer, if this is possible?
Recap
What should be considered
before offering a replacement?
  TRIBE is BB’s customer loyalty scheme.
 Customers can sign up via the site, then earn points on
qualifying orders.
 TRIBE points can be redeemed for “perks” (exclusive
merchandise such as phone accessories and makeup bags).
TRIBE  TRIBE has tiers, so that the most loyal customers earn the
most points.
 To qualify for TRIBE, customers must hold a BB account.
 Points are not earned on gift cards, or discounted/sale
items.
 More info and T&Cs available at: https://bit.ly/3iIgc6f
TRIBE and the
Customer Portal
 To access a customer’s TRIBE
account via the Customer Portal,
search using their email address
under the “Customer” option.
 Within the customer’s account,
you can view their Points History
and Perks History.
 You can also add or remove
TRIBE points.
 If required, we can add around
250 points as a gesture of
goodwill.
 What is TRIBE? What are the
advantages of becoming a TRIBE
member?

TRIBE Recap How does TRIBE’s tier system work?

How can we add TRIBE points to a

customer’s account? How can we view
TRIBE points usage?
Escalations
 Some interactions should be
passed to the queues that
managers work through.
 These are escalations.
 Interactions that need
escalating include some gift
card queries, retake
payment requests, mailing
list subscription queries and
complaints.
  Gift cards are only available in GBP, for use in the UK.
 They must be redeemed within 12 months of purchase.
 They are delivered within minutes and should be registered
by the recipient.
 Registration takes 48 hours - the gift card can only be used
after this time. This is an anti-fraud measure.
Gift Card  We should pass the following gift card queries to a manager:
Queries  Orders that haven’t gone through successfully, but the gift
card balance has been redeemed.
 Items that were purchased using a gift card that have now
been returned.
 Any other gift card query that we cannot answer ourselves.
 Before raising, we should obtain the 16-digit gift card
number and leave this in a Gnatta note.
  Retake payment requests occur when an item has been
refunded (i.e. for being lost or missing), but later arrives
with the customer.
 BB’s customers are often very honest and will contact us to
Retake arrange payment of goods received.
 We can send the Order Received Late Payment Request
Payment macro to thank the customer for letting us know and ask
Requests how they would like to pay for the order.
 If the customer replies, leave a Gnatta note stating “Retake
Payment” and confirm the customer’s preferred payment
method.
 Wrap the incident correctly to ensure it is escalated.
  If a customer wishes to unsubscribe from BB’s mailing list,
they should scroll to the bottom of the last email they
received and click “Unsubscribe Here.”
 If this hasn’t worked, we can request for the customer to be
removed from the mailing list by emailing:
Mailing List
Subscription Olympia.Hilton@beautybay.com and
Liv.Lemoine@beautybay.com
Queries
 Your email should contain the customer’s email address, and
should make clear that the customer already attempted to
unsubscribe via the website.
 Please copy Josh into any emails you send directly to BB.
Complaints and Other
Escalations
 If a customer directly requests to speak to a manager because
they are unhappy, we can raise an escalation.
 We should reply to the customer to confirm their complaint
has been passed to a manager who will be in contact shortly,
then wrap the interaction correctly to ensure the escalation is
raised.
 Clear notes must be left on the interaction, and the correct
queue would be “Manager – Escalation” rather than “Manager
– Other.”
 For any customer with a query about payments, move the
incident to the “Email - Payments” queue.
  If a customer asks if BB ships to their territory, check by clicking
the flag in the top right-hand corner of the site.
 If a customer asks about product price changes, we should advise
that prices fluctuate from time to time. For US customers, we can
send the following template:

Shipping and “Import taxes from the USA have recently risen substantially and
this is taken into consideration with our price. We take all costs
Price Change into consideration to give a competitive price.”

Queries  For more general price increase queries, we can send the General
Enquiry - Customer Querying Price Rise macro, then wrap.
 If a customer asks why their order has been cancelled, direct them
to the following page on the site: https://bit.ly/2FObsNW
 This page explains all the potential reasons for an unexpected
cancellation.
Stock Queries
 If a customer asks whether an item is in stock, we can
check using the website.
 If the item is in stock, we should provide the link.
 If the item is out of stock, we should let the customer
know but also provide a link to a similar alternative
that is still available.
 We can use the General - Item Restock macro to help
with this.
 Keep in mind that some items are unavailable in
certain territories due to local regulations.
Discount Code Queries
 Customers may contact us if they are struggling
to apply a discount code to their order.
 We can use the Customer Portal to check if a
promo code is valid.
 We can also try the code out ourselves by
adding items to the basket then applying the
code at the checkout.
 There is a “Peak Promotions” chat on Teams
where we can ask BB for more information
about ongoing promotions.
 We cannot honour discount codes
retrospectively.
  We frequently receive
requests from social media
influencers that wish to
collaborate with us.
 We can respond to these
requests using the General
Influencers - Request to Sponsor Blogs
and Careers macro.
 We can direct customers
with queries about job
openings and placement
opportunities to the
Careers page:
https://www.beautybay.co
m/careers/
  If a customer contacts us regarding a website issue, we
should attempt to troubleshoot the problem.
 We can advise the customer to try a different device or
browser, or to download our app (see the next slide for
more information on this).
Website  We can also recommend clearing cookies and cache, and
logging out and then back into the account.
Issues  We can use the General - Technical Issues macro to do so.
 We may attempt to replicate the issue to see if the problem
is exclusive to the customer or a sitewide issue.
 If we’re unable to resolve the issue, we should ask for
screenshots then raise to BB for further investigation.
App
 If a customer has feedback or questions
about the app, or is experiencing
problems that we can’t resolve
ourselves, raise these with BB.
 The app is available for iOS and
Android.
 App users have access to exclusive
offers and receive push notifications.
  There are other macros that WFH chat on
haven’t been covered in this
training guide.
Teams
 We can use these in the same
way as other macros. They are
BB group
Beyond usually very straightforward.
 If in doubt, don’t be afraid to chats on
Training ask for help!
Workplace
 You can get help by asking in
the WFH chat on Teams,
messaging the group chats on
Workplace or reaching out to
the QA team. QA Team
Quality
 Each week, 2 of your emails will be checked at
random by a member of the Quality team.
 They will assess the interaction then provide you
with a score and some feedback via Playvox.
 It is important that you read the feedback then sign
to confirm that it has been understood.
 If you disagree with the feedback, you can dispute it
and it will be reviewed again.
 The pass mark for your interactions is 80%.
 1. “I confirmed DPA.”

2. “I understood why the customer got in touch and provided the

best possible solution.”

3. “I used a consistent tone of voice and correct spelling and

Quality Line grammar.”

Items 4. “I addressed all questions and provided the customer with any
additional information they might need to continue their journey.”

5. “I was empathetic and put myself in the customer’s shoes.”

6. “I opened and closed the interaction correctly, and updated all

systems.”
  CPH is an acronym for “contacts per hour.”
 We use this metric to measure your productivity.
 By the end of your first month, we expect that you will hit a
CPH of 10. Your CPH should then increase over the following
months until you reach a CPH of 16.
 To hit this target, you’ll need to use macros, keep your
CPH workspace organized and build up a bank of frequently-used
responses that can be copied and inserted into interactions.
 Your CPH is automatically calculated and posted into a
Workplace group each hour, based on the time you’ve spent
online in Gnatta – any time spent on break is excluded.
 If you have any questions or concerns about your CPH, you
can contact Josh or the L&D team for additional support.
Congratulations
on completing
your training!