Contact reasons/Merge tickets/Note/resolution/skuUpdated 2 months ago

Filling Out the Contact Reason

When handling a customer inquiry in Gorgias, it is mandatory to select the appropriate Contact Reason from the dropdown list. You can search for a specific contact reason by typing keywords.

If a frequently used contact reason is missing, notify your customer service manager to have it added to the list.

Contact Reasons Categories NEW

Delivery:

• Delivery::WISMO::Lost in transit  - Tracking shows no updates for over 10 days and is confirmed lost

• Delivery::WISMO::Not shipped by supplier Order has not been shipped./has status 'Parcel Data Received'

• Delivery::WISMO::Pick up point Package delivered to a pickup point.

• Delivery::WISMO::At neighbors Package delivered to a neighbor.

• Delivery::WISMO::Normal (on the way) The parcel is on route and nothing is going on

• Delivery::WISMO::stuck in transit There is no status update for over a week

• Delivery::Issue::Incomplete order::Missing Hooks Hanging hooks are missing.

• Delivery::Issue::Incomplete order::Missing brushes Part of the brushes or all brushes are missing in the kit

• Delivery::Issue::Incomplete order::Missing products 1 or more products are missing from the order

• Delivery::Issue::Incomplete order::Missing stones Missing stones in the order

• Delivery::Issue::Incomplete order::Missing free gift Missing free gift

• Delivery::Issue::Incomplete order::Missing paint Missing paint in the order

• Delivery::Issue::Incomplete order::Missing instructions Missing instructions (colorchart - painting example)

• Delivery::Issue::Incomplete order::Missing frame::invalid Customer claims the frame is missing, but it was included.

• Delivery::Issue::Incomplete order::Missing frame::valid Frame was indeed missing.

• Delivery::Issue::Incorrect order::Incorrect products::Valid Incorrect items were delivered.

• Delivery::Issue::Incorrect order::Incorrect products::Invalid Received products are correct - customer ordered incorrectly (This is NOT for missing frame options)

• Delivery::Issue::Incorrect order::Wrong stones Incorrect stones received (wrong color, shape, etc.).

• Delivery::Issue::Incorrect order::Wrong paint Incorrect paint received

• Delivery::Issue::Damaged Received items are damaged.

• Delivery::Issue::Delivered but not received::Correct address provided Customer didn’t receive the package despite delivery status stating delivered and the customer confirmed the address details are correct

• Delivery::Issue::Delivered but not received::incorrect address provided Customer didn’t receive the package despite delivery status stating delivered but after reviewing it seems the customer has filled out incorrect address details

• Delivery::Issue::Incorrect address::Able to Adjust customer informs us about an incorrect address - parcel is not shipped yet and you were able to adjust the address

• Delivery::Issue::Incorrect address:Not able to adjust customer informs us about an incorrect address - parcel is already shipped and adjustments were impossible

• Delivery::Issue::returned by carrier::Failed delivery Delivery failed due to customer absence.

• Delivery::Issue::returned by carrier::Incorrect address Package returned due to an incomplete or incorrect address.

• Delivery::Issue::returned by carrier::Not picked up Package was not picked up from the pickup point.

• Delivery::Issue::returned by carrier::Rejected Customer rejected the package at delivery.

• Delivery::Package received Customer let's us know they have received their order

• Delivery::shipping cost inquiries about the shipping costs

• Delivery::Delivery times inquiries about the delivery times

Order process

• Order process::Discount code::Didn’t work Customer added the discountcode but it didn't work

• Order process::Discount code::Forgot to apply Customer forgot to use their discount code.

• Order process::Discount code::Question Customer has a question about a discount code

• Order process::Discount code::Didn't receive Customer subscribed to the newsletter but did not receive discountcode

• Order process::Example request Customer requests an example or advice on sizing.

• Order process::order assistance::How to order Customer needs assistance on how to place an order

• Order process::order assistance::Pricing question Customer has questions about the pricing of a product

• Order process::order assistance::Product question Customer has questions about product specifications

• Order process::order assistance::Frame option question Customer has a question on what is the difference between with or without frame (before ordering)

• Order process::order assistance::promo questions Customer has a question about a promo on the site

• Order process::Order confirmation Customer did not receive the order confirmation

• Order process::Order edit request If a customer wants to change something in the order like shape of stones, remove or ad something from the order etc...

• Order process::Payment issue Customer has issues with their selected payment method or experience error's on the payment options

• Order process::Payment options Question about what payment methods we offer

Product issues

• Product issue::Color chart not matching Specifically for PBN - The colors on the colorchart are printed differently then how the paint really looks like, customers may look at the chart and thinking the colors are incorrect.

• Product issue::Badly shaped stones Stones are irregularly shaped.

• Product issue::Quality issue::Brushes Complaint about quality of the brushes included in the paintings

• Product issue::Quality issue::Free gift Complaint about quality of the free gift

• Product issue::Quality issue::DP Tools wax/pen/tray Complaint about quality of the tools included in the dp kits

• Product issue::Paint::Dried paint Paint arrived dried out.

• Product issue::Paint::Leaked Paint Paint leaked during transit.

• Product issue::Paint::Paint doesn’t cover Paint does not sufficiently cover numbers.

• Product issue::Canvas::Folds (not framed) Canvas received with folds or creases.

• Product issue::Canvas::Dents (Framed) Dents in framed canvas or not stretched enough on the frame

• Product issue::Canvas::Frame broken Framed canvas arrives broken

• Product issue::Canvas::Bad symbols::Bad print The symbols are badly printed on the canvas

• Product issue::Canvas::Bad symbols::Too small Complaint that the symbols/numbers are too small to read

• Product issue::Canvas::Foil issue Issues with the protective foil on dp's

• Product issue::Canvas::canvas cut The canvas arrived ripped or cut

• Product issue::Not as described (accesoires) The accessory is correct but does not match the website description (e.g., wrong color, model or description is not accurate).

• Product issue::Not happy with result::Bad colors (per size) Complaint about bad colors in the painting / color differences from original photo

• Product issue::Not happy with result::Bad details (per size) Complaint about bad details / bad end result due to missing/bad details 

• Product issue::not happy with result::picture was cut When the image is cropped or parts are missing.

Problem sheet

• Problem sheet::Missing picture Supplier informs an order is missing a picture

• Problem sheet::Incomplete address Supplier informs an order has missing/incorrect address details

• Problem sheet::Pick up point Supplier informs an order is ready for pick up in a pick up point

• Problem sheet::Sold out Supplier informs a product is sold out

• Problem sheet::Picture not suitable Supplier informs an added picture is not suited for the chosen format / wants to confirm renderings

Social comments

• Social comments::Tag Someone tags someone else

• Social comments::Negative Someone leaves a negative comment

• Social comments::Positive Someone leaves a positive comment

• Social comments::Product question Someone is asking a question about a product, For example 'does this come in a different size', 'what is with/without a frame', does this come with brushes',...

• Social comments::Pricing question Someone is asking about pricing of a product or differences on the website like 'why does it say here xx euro and on the product xx amount'

Other

• Other::adjust personal details Customer requests corrections to their personal details (e.g., name, emailaddress).

• Other::B2B Requests related to bulk or business-to-business orders.

• Other::Collab/UGC UGC requests - requests for collaborations - infuencers etc

• Other::Copyright Concerns regarding image copyrights.

• Other::disputes Disputes - klarna disputes, paypal disputes,... usually only used by Katja

• Other::double ticket / empty mail Duplicate emails that cannot be merged or empty messages.

• Other::Feedback-suggestion::Website Feedback about the website, for example 'I would mention this different on the website',...

• Other::Feedback-suggestion::Product Feedback about a product, for example ' I would like to see a pink panter painting on the website', 'I would like to have this in bigger sizes' 'your products are very nice',...

• Other::Feedback-suggestion::General Feedback about general things

• Other::Import taxes Request about import cost / import tax / custom tax,...

• Other::Invoice Customer requests an invoice.

• Other::review a review that does not need further assistance

• Other::Newsletter / out of office One of our own newsletters or auto reply from a customer that they are out of the office (other mails such as newsletters from other companies etc etc should be handled as spam)

• Other::Sponsorship request Asking for sponsorships like hospitals, good will causes,...

• Other::Thank you Customer sends a thank-you message.

• Other::Unsubscribe Request to be unsubscribed from newsletters

• Other::Wrong data (GDPR) Customer requests their data, requests their data to be deleted or reports incorrect data.

• Test - Trustpilot test tickets or trustpilot mails 

• Cancellation request Customer requests to cancel their order

• Return (by customer) Customer informs that they returned their order

• Return request Customer informs that they want to return or asks about how to retur

Resolutions

Fill out the Resolution section in Gorgias to document how the issue was resolved. If no resolution was offered, leave this section blank.

Resolution Options

• Refunds
  • Partial Refund Money: Refund for part of the order via original payment method.
  • Partial Refund voucher:  Refund for part of the order in the form of a giftcard
  • Full Refund Money: Full refund of the order via original payment method.
  • Refund voucher: Refund for part of the order in the form of a giftcard
• Reshipping
  • Reship: Resend one or more items (e.g., damaged or lost).
  • Reship Stones/Paint: Resend missing stones or paint.
• Other Actions
  • Updated Information: Customer details were updated.
  • Cancel: Successfully canceled the order.
  • Fully handled by AI: When the whole ticket was handled by AI
  • Edit order: If a customer wants to change something in the order like shape of stones, remove something from the order etc...

Merging Tickets

If a customer opens multiple tickets for the same issue, you can merge them:

1. Click on the three dots in the top right corner of a ticket.
2. Ensure both tickets are from the same channel (e.g., email with email).

SKUs:

This is also an important one to fill out, unfortunately not all sku's are in there but always double check if the product is in there and if yes, add it.

This is ONLY used for product quality issues like stones don't fit, paint doesn't cover, colors are not accurate, damaged,... Not for missing items or delivery related questions, soley when there is an issue with the specific products.

Notes in Gorgias

Use the Notes section to add relevant information, such as:

• Order number.
• Comments or instructions for colleagues.
• Details for multi-market handling.