CASE REASON

Product Inquiry

Other

Order Issues

Order Inquiry/ Status

Troubleshooting/ Assembly

Exchange/ Return

Shipping Inquiry

Credit/ Refund/ Discount

Warranty
 Recall
Catalog
No Response Needed
Spam

ISSUE
Customers requesting a
quote on 3 or more trees,
garlands, and wreaths of
the same size or species.

When a customer is
requesting to speak to
marketing, would like an
interview, or for
advertising department
requests.

Cancellation Requests*

Incorrect Item(s)
Ordered*
Order Verification
Requests
and possible other
situations.
Any ticket issue that does
not fall into another
category.
When customers are
asking questions that you
are not able to find the
answer for, either on the
web or in the support
documents.

Used to notify
management of Social
Media complaints in the
areas of Order Problems,
Product Information
Needed, and Policy
Information Needed.
For promotional items
requested by Social Media
team.

When customers are

having issues with
assembly and need to
escalate to light
technicians.
When customers request
to take advantage of our
exchange program.*

When customer wants to

exchange and has already
placed second order*
When a return label(s)
needs to be requested for
a customer.
When customer receives
items not included in his
order (example: we sent
him two trees instead of
just one)*

When customer's refund

hasn't been issued and it's
been over 30 days
When a coupon/discount
needs to be added to an
order; I.E. adding BSK
credit.
When a customer receives
a completely damaged
item(s), within 10 days of
receipt of item.

Customer receives an
incorrect item(s).
Customer claims they
have not received an item
that is showing in their
details as paid.
Customer claims they
have not received a small
part in their shipment.

Customer requesting an
update on order status
Used for Canadian
Shipping Issues, items
returned to sender and
any other shipping
problems not listed.
To have the customer
notified of an out of stock
item(s).
Customer/Phone rep
made mistake on address

Customer out of warranty

wants to purchase parts
 ISSUE
Customers requesting a quote on 3 or more trees, garlands, and wreaths of the same size or species.
Email notification request for an out of stock item(s).
Customer out of warranty wants to purchase parts/ small parts.
Product pricing and availability (online, catalog)
Product suggestions.
Bulk price request
Product specific questions (measurements, shipping dimensions, paid part replacements, etc.)
When a valid customer is requesting to speak to marketing, would like an interview, or for advertising departmen
Any ticket issue that does not fall into another category.
Website issues (error message, wrong pricing, etc.)
Blog feature requests
Newsletters
My Account inquiry/ Issues
Credit card issues like avs mismatch or payment not going through
Showroom inquiry
Payment method inquiry/ concerns
Partnership offer, solicitation, donation, re-selling requests
Cancellation Requests
Incorrect Item(s) Ordered
and possible other order situations.
When a customer receives a completely damaged item(s), within 10 days of receipt of item.
Customer receives an incorrect item(s).
Customer claims they have not received an item that is showing in their details as paid.
Customer claims they have not received a small part in their shipment.
Customer/Phone rep made mistake on address
Coupon code error - not valid
Order payment issues.
When customer receives items not included in his order (example: we sent him two trees instead of just one)
Order Verification Requests
Account inquiries (old orders)
Invoice request
Customer requesting an update on order status
When customers are having issues with assembly and need to troubleshoot (How to, fluffing, lights, etc.)
Request for tech assistance (warranty expired)
When customers request to take advantage of our return or exchange program.
When customer wants to exchange and has already placed second order
RMA request.
Return/ exchange policy or instructions.
When a return label(s) needs to be requested for a customer.
Canadian Shipping Issues and any other shipping inquiries.
Sales tax
Shipping options, quote, timeframe (with no existing order or tracking number)
When customer's refund hasn't been issued and it's been over 30 days
Tax exempt inquiry/ Request
Price difference or price guarantee
Inquiry on sale price, discount, store credit, etc.
When a coupon/discount needs to be added to an order; I.E. adding BSK credit.
For all repair requests and warranty requests.
Donation receipt for warranty.
Replacement follow-up.
Photos for warranty evaluation.
Recall related orders.
Inquiry and requests related to postal mail and catalogs (registration and opt out)
Duplicate case, thank you note, etc.
Spam, phishing, quarantine, amd auto-reply emails.

Case Record Type

General

General

General

General

General

General
General

General
Return/Refund

Return/Refund
Return/Refund
Return/Refund

Return/Refund
Return/Refund
Shipping

Shipping
Shipping
Shipping

Shipping
Shipping
Shipping
Shipping

Warranty
 Type Subtype Notes
Bulk N/A
Price
Request

Media/M N/A
arketing
Request
*Use
only if
order
Order N/A status is
Problem still
PROCESS
ING. If
status is
PENDING
SHIPMEN
T, do
not
convert
case.
Advise
custome
r we can
no
longer
Other N/A cancel
Unique or
Issues modify.
Product N/A
Informat
ion
Request

Social N/A For

Media Social
Issue Media
Team
only
Social N/A For
Media Social
Order Media
Request Team
only
Technica N/A · Can be
l used for
Assembl out-of-
y/Suppor warranty
t custome
Request rs who
need
help
with
lighting/
assembly

· To be
used for
custome
rs
requesti
ng a
callback
for
lighting/
tech
assistanc
e

** DO
NOT
PRO-
ACTIVEL
Y OFFER
CALLBAC
K.
Provide
basic
troubles
hooting
first via
email or
chat**
Exchang N/A Use only
e if
Request custome
r prefers
to return
the
original
item
first and
wait for
us to
refund
amount
before
placing
new
order

**
Custome
rs
located
in
Canada
and
Puerto
Rico ARE
RESPONS
IBLE FOR
RETURN
SHIPPIN
G for
items
they
want to
exchang
e**

FedEx N/A Use only

Return if
Shipping custome
Label r
Request ALREADY
PLACED
new
order
 **
Custome
rs
located
in
Canada
and
Puerto
Rico ARE
RESPONS
IBLE FOR
RETURN
SHIPPIN
G for
items
they
want to
exchang
e**

FedEx N/A Use only

Return if
Shipping custome
Label r says
Request they
didn't
receive
the
return
label
even if
we have
resent it
in SF

** We DO
NOT
send
return
shipping
labels to
Canada,
only to
custome
rs
WITHIN
THE US**
FedEx N/A Per
Return carton
Shipping charge
Label should
Request be 0
(zero)

Refund/ Refund/ ·
Credit Credit Refunds
Request Request for
returned
item or
exchang
ed
item/s

If for
returned
item,
there
must be
a
tracking
number
and it
should
show
that
item was
delivere
d to our
return
center

· If
custome
r used
other
courier
to return
(Fedex,
UPS,
USPS)
and
didn't
provide
TN for
return,
ask
custome
r for TN
first
 · If
custome
r used
our
FedEx
return
label
(this is
indicate
d on
private
notes in
Volusion
and
parent
case's
commen
t), track
the TN
and
verify it
was
delivere
d to
return
center

Refund/ Discount Use only

Credit Coupon if
Request Request coupon
code is
validate
d by a
supervis
or. Don't
use this
to check
if
coupon
code is
valid.
Damaged N/A This is
Item/s only for
Received broken
ornamen
ts,
destroye
d
cartons,
a
snapped
trunk,
etc.

** DO
NOT use
this
ticket
for
damaged
sections.
**

Incorrect N/A Use only

Item/s once
Received determin
ed that
items
received
were
incorrect
Item/s N/A · Check
Not all
Received tracking
numbers
first and
cross
referenc
e TNs to
gateway
/product
codes.
Orders
with
multiple
items
may be
coming
from
different
warehou
ses and
delivery
timefra
me will
differ
· Check
TN on
FedEx
first. If
TN
shows
item was
delivere
d, advise
custome
r of
delivery
date and
time,
including
where
package
was left
(front
door,
back
door,
porch,
etc.)

· Use
only
once
custome
r
confirms
they
didn't
receive
item
despite
TN
stating
delivere
d
Missing N/A · Use for
Small missing
Part replace
ment
bulbs,
fuses,
rubber
feet,
and tree
stand
key

**Advise
custome
r first to
check all
the inner
flaps of
the
boxes
before
converti
ng case**

Status N/A · If it's

Request been
more
than 24
hours
and
order
status is
still
processi
ng

· If it's
been
more
than 48
hours
and
order
status is
still
pending
shipmen
t
· If it's
been
more
than 48
hours
since
item has
shipped
and
there's
still no
TN

· If it's
been
more
than 48
hours,
status
has
shipped,
and
there's a
TN, but
when
tracked
on
FedEx,
TN
states
"initiate
d"

**NOTE
SHIPPIN
G
SCHEDUL
ES ON
WEBSITE
.**
 Example
: If order
was
placed
on a
Friday
after
12EST
(9AM
PST),
order
will ship
out the
following
Monday.

Other N/A * Can be

used for
custome
rs who
mistaken
ly
refused
boxes
thinking
it's a
duplicat
e item

Example
: Tree
comes in
two
cartons
labeled
1 of 2
and 2 of
2.
Custome
r refused
one box
because
he
thought
tree only
came in
one box
Out of N/A * To be
Stock used
Notificat only if
ion an item
in a
family
shows as
coming
soon on
the
website

* For
products
where
all
sizes/typ
es/etc
or
standalo
ne
products
state
"coming
soon,"
there
will be a
pop-up
page
asking
custome
rs if they
want to
be
notified.
Direct
custome
r there
instead
of
opening
request
Valid N/A *
Shipping Misspelle
Address d street
Request names
are
okay.
We pull
address
by zip
code

Paid Part N/A *Used to

Replace request
ment small
Request parts.
Example
: stand
keys,
replace
ment
bulbs,
hinge
pins,
small
piece
from top
section
to
second
section,
fuses,
etc.