What's New
August 04, 2026 - Attention: New Audiologist Training Portal
Please take some time to review our new Audiologist Training Portal. It provides a great overview of our audiologists' workflow and processes, which will help us better understand how they operate and ensure our support aligns with their process and customer experience.
Please familiarize yourselves with the materials whenever you have time.
https://specialist-training-portal.vercel.app/index-v2
Cascaded by: Michelle
July 28, 2026 - Update: Manual Order Creation Handling for Splash Foam Spray
For those in-charge of manual creation of orders, starting today, do not create manual orders in Splash Foam Spray shopify store, all orders for Splash Foam Spray should now be created under Splash Foamy Cleaner store.
July 25, 2026 - Reminder: DO NOT Assist Amazon, Walmart, or eBay Customers Directly
This is a reminder that you should never directly assist customers with Amazon, Walmart, or eBay orders through phone calls, emails, chats, or any communication outside of the respective marketplace platforms.
If a customer contacts our Customer Service line regarding an Amazon, Walmart, or eBay order, do not provide tracking updates, order status, replacement options, refund information, troubleshooting, or any other order-related assistance.
What You Should Do Instead
Please collect the following information from the customer:
- Amazon/Walmart/eBay Order ID
- Customer's First and Last Name
- Customer's Email Address
- Customer's Concern
Once you have gathered the information:
- Log the concern in the Amazon Escalation Sheet
- Notify me in the amazon-inquiries Slack channel that a new escalation has been submitted.
If the Customer Insists on Receiving Help
If the customer insists that you assist them, politely explain:
"I'm sorry, but marketplace orders are handled by a separate department, and it's outside the scope of our team to access or manage those orders directly. I'll make sure your concern is escalated to the appropriate team for review."
Please do not make exceptions by providing updates or handling the concern yourself.
Why This Is Important
1. Amazon Strictly Prohibits Off-Platform Communication
Amazon requires all order-related communication to remain within the Buyer-Seller Messaging system. Sellers are not permitted to communicate with buyers outside Amazon regarding Amazon orders, even if the customer initiates the contact.
2. Customer Privacy & Data Protection
Customer phone numbers, email addresses, and shipping information provided for Amazon orders are intended solely for order fulfillment. They must not be used for customer outreach or direct support.
3. Official Communication Record
Amazon only reviews conversations that occur through Buyer-Seller Messaging. Phone calls, personal emails, or other off-platform conversations cannot be verified if a customer files an A-to-z Guarantee claim, leaves negative feedback, or disputes an order.
4. Protecting Our Marketplace Accounts
Providing off-platform support may result in policy violations and could put our Amazon Seller Account at risk. Following the correct escalation process helps ensure we remain compliant with marketplace policies.
The same principle applies to Walmart and eBay. All order-related communication should remain within each marketplace's approved communication channels and be handled by the appropriate team.
Thank you for your cooperation and for helping us maintain compliance with marketplace policies.
Cascaded by: Jem
July 16, 2026 - Update: Specialist Consultation Calendar Links
Sharing the specialist calendar links that can be used when a customer specifically requests to book with a particular specialist.
For example, Spanish-speaking customers may be referred to Carolina by scheduling through her dedicated calendar link or sharing the link directly with the customer.
Please note that these links will only show the availability of the specific specialist assigned to that link.
As a reminder, the main consultation booking link will remain the standard process for all consultation bookings. Specialist-specific links should only be used when a customer requests a specific specialist.
Main Consultation Link:
Specialist Links:
Cindy:
Haley:
Carolina (Spanish-speaking customers):
Ron:
Amber:
All links are available in this document for easy reference:
Individual Calendly Meeting Links
Cascaded by: Yurie
July 15, 2026 - Update: B&J Warehouse / New NY Warehouse Shipping Delay Compensation
Please be informed that we are currently experiencing shipping delays on some orders allocated to our B&J Warehouse (New NY Warehouse). Our warehouse team is still adjusting to the new fulfillment process, which may result in some orders taking longer than usual to ship.
Effective Immediately:
If a customer contacts us regarding an order that:
- Has not been shipped after 5 days from the order date; and
- Is allocated to B&J Warehouse / New NY Warehouse,
You may offer the customer a $5 refund as a goodwill compensation for the shipping delay.
In addition to the refund:
- The $5 compensation is intended to save orders from cancellation due to the shipping delay. Please make every effort to retain the order before proceeding with a cancellation request.
- Only offer the $5 refund if all qualifications above are met.
- Verify first that the order is allocated to B&J Warehouse / New NY Warehouse before processing the refund.
- Ensure the order is tagged/flagged as High Priority after processing the compensation.
- Properly document the refund and priority request in your ticket notes.
- Do NOT disclose to customers that we have a new warehouse. Instead, explain that due to a higher-than-usual volume of orders, fulfillment is taking longer than expected.
Do NOT disclose to customers that we have a new warehouse. Instead, explain that due to a higher-than-usual volume of orders, fulfillment is taking longer than expected.
Sample Call Spiel
"Thank you so much for your patience, and I sincerely apologize for the delay with your order. Due to a higher-than-usual volume of orders, our fulfillment process is taking a little longer than expected. I completely understand how frustrating this can be.
As a gesture of goodwill for the inconvenience, I'd be happy to process a $5 refund back to your original payment method.
Additionally, I'll have your order marked as High Priority so our fulfillment team can prioritize it for shipment. Once your order has been shipped, you'll automatically receive a tracking number via email so you can monitor its progress.
We truly appreciate your patience and understanding, and we're doing everything we can to get your order on its way as soon as possible."
Sample Email Template
Thank you for reaching out, and we sincerely apologize for the delay with your order.
Due to a higher-than-usual volume of orders, our fulfillment process is currently taking longer than expected. Our team is actively working to prepare and ship your order as
quickly as possible.
As a gesture of goodwill for the inconvenience, we have processed a $5 refund to your original payment method. Please allow a few business days for the refund to reflect,
depending on your financial institution.
Additionally, we have marked your order as High Priority to help expedite the fulfillment process. Once your order has been shipped, you will automatically receive a
tracking number via email so you can follow its delivery status.
We sincerely appreciate your patience and understanding while we work to get your order shipped as quickly as possible.
If you have any questions or need further assistance, please don't hesitate to reach out.
Please make sure to follow this process consistently for all qualified orders.
Cascaded by: Danielle
July 02, 2026 - Reminder: Assisting Customers with Oricle Upgrades Following Hearing Consultations
Please be advised that our Hearing Specialists may recommend an upgrade from the Oricle 2.0 to the Oricle Pro, in addition to the TrueFit™ Behind-the-Ear upgrade, during consultations.
If a customer contacts the call team for assistance with completing their upgrade, please process the order through the upgrade link that was provided via email and not through Sticky.
WHEN ASSISTING THE CUSTOMER:
- Review the consultation outcome in the Specialist Portal to understand what was discussed during the consultation and to confirm that the customer was recommended for the upgrade.
https://specialist-training-portal.vercel.app/portal
- Inform the customer that their upgrade link has already been sent to their email.
- If the customer is having difficulty accessing the email, you may assist them in locating the email and completing the order through the upgrade link, as it reflects the approved upgrade pricing.
- If the customer is unable to locate the upgrade email, you may manually use the appropriate upgrade link below.
Please ensure that you use the discount code assigned to the customer, which can be found in the Sticky notes associated with the order or in the Specialist Portal (see sample image below).
- Oricle Pro Upgrade:
https://www.oriclehearing.com/discount/UPGRADE-12345?redirect=%2Fproducts%2Foricle-hearing-aid-pro
- TrueFit™ Behind-the-Ear Upgrade:
IMPORTANT REMINDER:
- Please do not use a new discount code from the discount code sheet unless absolutely necessary. The appropriate code has already been sent to the customer. Using a new code may result in duplicate codes being sent, unnecessary code usage, and confusion for both the customer and the team.
- Before processing any upgrade, always verify the customer's eligibility through the Sticky notes, consultation notes, or the email sent to the customer.
- If the consultation has just been completed and no discount code has been sent yet, please advise the customer to wait for the upgrade email containing their discount code. If immediate assistance is needed, feel free to DM me.
- If there are no available internal notes in Sticky, the consultation outcome is unclear, or you are unsure of the customer's eligibility, please reach out to me before proceeding.
ADDITIONAL REMINDER:
If the customer decides to proceed with a return instead of the upgrade, please ensure to request deletion of the code.
June 27, 2026 - Order Processing Update: Campaign ID Reference & Upsell Reminder
To make our order placement process more efficient and consistent across everyone, we've created a Campaign ID reference list organized by Brand and Country.
When placing an order in Sticky:
- Click New Order
- Search using the Campaign ID from the reference list instead of manually searching by product name.
- This ensures we are all selecting the correct product, pricing, and campaign every time, resulting in a more standardized order process and fewer errors.
You can find the Campaign ID list in our Outbound Sales Sheet under the Campaign ID tab:
One more reminder: Please make an extra effort to offer upsells whenever applicable. Take advantage of every sales opportunity by recommending relevant add-ons or upgrades that can benefit our customers. A simple offer can go a long way in improving both the customer experience and our sales performance.
June 27, 2026 - Update: New Process for Walmart Escalation Tickets
Please follow this new process when handling Walmart escalation tickets like the ones shown in the attached screenshot. This only applies to tickets of this type.
There are times when I have already communicated with the customer through Walmart Messaging. However, those conversations are not visible in the corresponding Zendesk ticket.
In some cases, the customer's concern has already been fully resolved through Walmart Messaging. Since the previous conversation isn't visible in Zendesk, a CSR may unknowingly send another response asking for order information or advising that the issue will be escalated. This can confuse the customer because they have already received a resolution.
Effective immediately:
If you receive a Walmart ticket like the attached example, please do not respond or escalate it right away.
Reach out to me first via Slack so I can confirm whether I've already communicated with the customer through Walmart Messaging.
Once I confirm the status, you can proceed with the appropriate next steps if needed.
This process will help us avoid duplicate responses and provide a smoother experience for our customers.
June 19, 2026 - Workflow Update: Marketing Email Unsubscribe Requests
Just a quick reminder regarding unsubscribe requests from our marketing emails.
If a customer replies to one of our marketing emails simply asking to be removed from the mailing list or unsubscribed, please do not assign the ticket to Mary. These requests can be handled directly by the CSR.
How to process the request:
• If the customer received a marketing email, they can unsubscribe by clicking the “Unsubscribe” link located at the bottom of the email.
• If you’re replying on their behalf, use the Unsubscribe macro to assist them.
• Once the customer has been unsubscribed (or provided with the unsubscribe instructions), mark ticket as Solved.
Only assign the ticket to Mary if the customer has concerns beyond a standard unsubscribe request.
Cascaded by: Georgina
June 19, 2026 - Update: Placing an order via Sticky
Please refrain placing orders via our websites.
Effective immediately, all orders (inbound sales, assisting customers in placing orders) should be created in Sticky directly.
Here's a quick tutorial video on how to place an order via Sticky.
June 15, 2026 - Reminder: Proper Tagging for Tickets with Multiple Concerns
Just a quick reminder on the importance of proper tagging in Zendesk.
When you encounter a ticket with multiple concerns, please make sure that all concerns are properly reflected in the tagging and that the correct macros and categories are used accordingly.
For example:
If a ticket has two different concerns:
- First concern is about a subscription
- Use the subscription request macro, and the inquiry type should fall under refund.
- Second concern is about marketing unsubscription
- Use the unsubscription request macro, and this should fall under fallback.
Please make sure both concerns are captured properly in the ticket tagging, as shown in the third example where both requests are combined correctly.
This is important for accuracy, reporting, and proper handling of customer concerns, so we can ensure consistency across the team.
Cascaded by: Nobi
June 13, 2026 - Update: Sticky Page Error – Call Handling
As previously communicated, Sticky is currently experiencing intermittent page loading issues, and our team is actively working with the relevant parties to resolve the situation.
To ensure a positive customer experience, please make proper use of hold time while assisting customers.
If you need to place a customer on hold while waiting for Sticky to load, kindly advise:
"Thank you for your patience. Our system is loading a little slower than usual today, and our team is currently working to resolve the issue. I appreciate your understanding while I complete your request."
If additional hold time is required, return to the customer once you reach the maximum hold time (every 2 minutes and 5 seconds) to provide an update, advise that the system is currently loading slower than usual, and ask for permission to place them back on hold if needed.
Avoid leaving customers on hold for extended periods without an update.
Keep customers informed and reassured that their concern is actively being handled.
Cascaded by: Kohleen
June 13, 2026 - Update: Sticky Page Error – Temporary Workaround
We’d like to inform everyone about the page error encountered in Sticky today.
At this time, no system issue has been reported directly by Sticky. However, the Sticky Support Team has identified traffic coming from our end that may be contributing to the issue.
What is traffic?
In simple terms, traffic refers to the volume of requests or activity being sent to a system or website. When there is a high volume of requests, it can sometimes affect page performance or accessibility.
Current Status
Our team is already working with the relevant parties to investigate and resolve the issue as quickly as possible.
Temporary Workaround
If you encounter the page error in Sticky, please follow these steps:
- Refresh the page.
- Continue refreshing as needed until you successfully reach the Sticky Search page.
- Once the search page loads, you may proceed with your work as normal.
Need help?
Please refer to the attached video for a quick step-by-step guide on how to apply the workaround.
Video guide - Sticky main page error
Video guide - Sticky search page error
June 12, 2026 - Update: Redo Process ( X-All | Splash )
Effective immediately, when manually creating a 50% Green Return via Redo, please ensure that you manually adjust the fee to 50% before processing.
This adjustment is now required moving forward to ensure refund calculations remain accurate and aligned.
Before completing the request, please double-check the final refund amount. Kindly refer to the photo below for the step-by-step guide.
June 06, 2026 - Update: Internal Notes in Shiphero
Quick update regarding leaving internal notes in Shiphero.
Please ensure that all notes are added under Order History using the “+” button. Kindly avoid placing any notes under “Note for warehouse packer” or “Gift Note”, as these may get printed and included in the packing slip received by the customer.
Moving forward, all internal notes (except Order IDs) should be logged under Order History only. Please refer to the image below for guidance on where to properly add notes.
We’d also like to remind everyone to lift the hold whenever you are done with your resolution—whether a cancellation was made or the customer proceeded with the order. This helps prevent unnecessary delays for the fulfillment team.
June 01, 2026 - Update: Marketing Ticket Manual Tagging
Dedicated folders for Admin Tickets have been created. All tracked and for-tracking tickets will automatically be filtered into these folders.
To ensure accurate monitoring, reporting, and visibility, please follow this additional step when handling marketing-related tickets:
Required Action:
- For every marketing ticket you handle, please:
- Add Admin Support as a follower
- Type in marketing and manually apply the tag: marketing_ticket
- Submit as SOLVED.
This tag is essential for proper tracking and reporting of all marketing-related concerns moving forward.
Please make this part of your standard workflow effective immediately. See attached reference image below for guidance.
May 31, 2026 - Reminder: Marketing Email Handling
We are still seeing a significant number of marketing emails and unsubscription request tickets being submitted in Pending status today, despite previous guidance.
As a reminder, marketing email tickets should be marked as SOLVED once Admin Support has been added as a follower. These tickets should not be placed in Pending status unless specifically instructed.
If a ticket is simply awaiting a response or confirmation from the customer, it should still be set to Solved. Once the customer replies, the ticket will automatically reopen for further handling.
Thank you for your cooperation and for helping maintain accurate ticket handling procedures and workflow consistency.
May 29, 2026 - Update: Marketing Email Handling (Effective Immediately)
Once marketing tickets are only waiting to be tracked, they must NO LONGER be submitted as “Pending.”
Instead, please submit these tickets as “SOLVED.”
All other steps in the current process remain unchanged:
- Add Admin Support as a follower while waiting for tracking
- Remove Admin Support once tracking is completed and logged in the internal note
- Do not assign tickets to Admin Support — you remain the assignee
Please ensure this update is followed moving forward.
May 26, 2026 - Update: Return Process for Splash and X-All Products (Effective Immediately)
Moving forward, all return concerns for Splash products such as Spray, Spotless, Toilet Cleaner, and X-All Products will now be handled exclusively by the Email Team.
Our IVR options have already been updated, and customers will now be informed during the call that all return requests must be processed via email moving forward.
Important Handling Update:
- If you receive a call from a customer requesting a return, please redirect them to the Email Team.
- Exception: If the customer is an elderly user or is experiencing difficulty processing the return on their end, you may assist them directly during the call.
This change is effective immediately, today.
May 20, 2026 - Updated Return / Refund Process: Effective Today
We have updated the handling process for all return/refund concerns. Moving forward, CSRs will now directly receive calls related to refund and return requests instead of immediately redirecting customers to email support.
Please be guided with the updated process below:
Process Flow
Refund/Return Concern
(sound issues, fit issues, device concerns, complaints, etc.)
- Prescribe a complimentary Audiologist Consultation
- Clearly inform the customer that they may still proceed with the return if the consultation does not resolve the issue
- If customer agrees, book the consultation schedule on set of call
- If customer declines, advise them to send their return request through email along with:
• Order Number
• Issue/concern with the device
Important Reminder:
The Audiologist Consultation must always be offered first before proceeding with the return process.
Provide troubleshooting ONLY for technical concerns such as battery issues, charging issues, or suspected device defects before proceeding further.
Recommended spiel:
"I’m really sorry to hear about the issue you’re experiencing. I can arrange a complimentary 1-on-1 consultation with one of our expert audiologists—this is typically a $100 service, but we’re providing it to you free of charge. In many cases, concerns with sound or fit can be significantly improved through proper guidance from our specialists. If after the consultation the issue is still not resolved, you will absolutely still have the option to proceed with your return. I can go ahead and schedule this consultation for you now if that works for you."
If the customer declines:
"I understand, and that’s completely fine. To proceed with your return request, kindly send us an email including your order number and a clear description of the issue you’re experiencing with the device. Our Email Team will review your request and assist you with the return process accordingly."
May 19, 2026 - Updated Process: Incorrect Item Received Concerns
Moving forward, for all concerns involving incorrect items received, agents must now require customers to provide the following for proper documentation and verification:
A clear photo of the item they received
A clear photo of the shipping label attached to the package/order received
Please ensure both photos are collected before proceeding with escalation or resolution of the concern. This will help us improve tracking accuracy, avoid processing delays, and provide proper documentation for investigation purposes.
Kindly make sure customers are informed of this requirement during the interaction.
May 19, 2026 - Updated IVR Smartflow: Oricle
Starting tomorrow, May 19 PST, all return concerns will once again be directed to the Email Team through the updated IVR Smartflow. Moving forward, returns should no longer be processed through phone calls and customers must be advised to contact support via email for return assistance.
Please note the only exception to this process:
• If the customer is elderly and not tech-savvy, agents may still assist the customer with the return process through phone support when necessary.
In addition, a new Basic Inquiry IVR Branch has now been added to the Smartflow. This branch covers:
• Basic product information
• Store location inquiries
However, please still expect to receive some calls related to these concerns, as agents are still expected to assist customers with general inquiries when needed.
To clarify:
Only return-related concerns should be redirected to Email Support.
General/basic inquiries should still be handled by agents if the call reaches the queue.
This update is part of the ongoing improvements to our IVR Smartflow system. Similar Basic Inquiry IVRs will soon be implemented across all brands as well.
May 17, 2026 - Update: New “Damaged Orders” Tab Added – DHL Re-Shipment Claim Template Sheet
We would like to inform everyone that a new tab labeled “Damaged Orders” has been added to our DHL Re-Shipment Claim Template Sheet.
Moving forward, if you encounter any orders reported with damaged items/packages, please make sure to log them under this tab for proper tracking and documentary purposes.
This will help us maintain accurate records and improve visibility for all damage-related cases and claims.
Please ensure that all necessary details are properly filled out when submitting an entry.
May 16, 2026 - Updated Process – Shopify Manual Order Creation & Reshipment Requests (All Brands)
We would like to inform everyone that all manual order creation and reshipment requests across all brands must now be properly escalated through our CSR tracker for accurate processing and visibility.
All entries must be submitted under:
CSR Tracker – Shopify Manual Creation & Reshipment Requests tab
Please ensure the following required details are properly filled out, including the Address column:
• Address – If there are no changes, please note Same Address. Otherwise, kindly provide the complete updated address for reshipment.
Once escalated, orders will be manually created by the assigned admin through Shopify.
Please note:
• This process applies to ALL brands requiring manual order creation or reshipment requests
• Ensure all required details are complete before submission to avoid delays
• Incomplete entries may be returned or delayed for processing
Thank you for your cooperation in maintaining an organized and efficient workflow.
May 15, 2026 - Update: RTS and undelivered package complaints
We now have an updated process for RTS and undelivered package complaints.
For Layer 1, we will offer a reshipment first and ask for the customer’s preferred shipping address. If the customer specifically demands a refund, we may proceed with a full refund instead (refund INCLUDES shipping).
Additionally, if the customer mentions chargebacks, disputes, legal action, reporting to the Attorney General, or any similar “magic words,” we will immediately proceed with issuing a full refund.
This applies to all undelivered and RTS cases, including both carrier fault and customer fault cases.
Please also update the macros accordingly:
Remove:
“Because of this, we regret to inform you that we are unable to proceed with a reshipment or refund for this order.”
Replace with something similar to:
“As a one time exception, we can process a reshipment for your order. Could you please confirm your complete shipping address?”
OR you can use macros below which can be found in Gorgias or in macro library under general macros tab.
- Outgoing - RTS (Insufficient Address)
- General - Returned Order (Insufficient Address)
- Sent to OLD Address But Returned to Sender
For Layer 2, the macro will need to be modified completely and we may use the old refund macro as reference or the suggested macro below.
Hello,
Thank you for your response.
We understand that you would prefer a refund instead of a reshipment for your undelivered order.
As requested, we will proceed with processing a full refund for the order. Please allow 1-10 business days for the refund to reflect back to your original payment method, depending on your financial institution.
We sincerely apologize for the inconvenience caused and truly appreciate your patience and understanding throughout this process.
If you have any additional questions or concerns, please feel free to let us know and we will be happy to assist you.
IMPORTANT: Do not forget to log reshipment claims in here.
May 14, 2026 - Reminder: To all handling Email Tickets (Email & Social Media Team)
- For all marketing tickets that are only waiting to be tracked, please:
- Add Admin Support as a follower
- Solve the ticket as “Pending”
- Once the ticket has already been tracked (a tracked internal note will appear on the email thread), there is no need to keep Admin Support as a follower anymore. Please remove them from the followers list.
Clarification:
There is no need to assign the ticket to Admin Support. You will remain as the assignee of the ticket — Admin Support should only be added as a follower while waiting for the tracking to be completed.
May 13, 2026 - Update: RTS / Undelivered Package Complaint Process – Effective Immediately
We have an updated process for RTS / Undelivered Package complaints ONLY effective immediately.
This process applies strictly to orders tagged as RTS / Undelivered Package.
Updated RTS / Undelivered Package Handling
- We will now offer a reshipment first.
- Ask the customer for their preferred shipping address.
- If the customer insists on a refund, we may proceed with issuing a full refund.
- If the customer mentions any of the following “magic words”:
- Chargeback / CB
- Dispute
- Legal action
- Reporting to Attorney General
** We will immediately revert to issuing a full refund.
Please make sure to follow this updated process moving forward.
May 13, 2026 - Important Update: Oricle Return Portal Link
There are two different return portal links currently being shared with customers.
Old link (may cause loading/timeout errors):
Correct link (no errors):
https://www.oriclehearing.com/apps/redo/returns-portal/login
What to do:
- Always use the correct link when helping customers with returns
- If a customer says the portal isn't working, check which link they used – chances are it's the old one
- Share only the correct link going forward
Let’s align on this so we stop return delays and avoidable complaints.
Cascaded by: Princess
May 07, 2026 - Reminder: Marketing Email Ticket Handling
Before closing or marking any marketing email tickets as solved, please make sure the following checks are completed:
- There must be an internal note from Admin Support stating “tracked.”
- Ensure the entire thread has been reviewed, and that the CSR was the last touch or has fully assisted the customer.
These are required measures prior to closing. If either of these is not met, please leave the ticket open until all conditions are satisfied.
May 07, 2026 - Clarification: Audiologist Consultation Offering Guidelines
We’d like to clarify guidance regarding when consultations should be offered to customers.
General Rule:
We should primarily offer the complimentary consultation only to customers who are still within the return window.
Important Exceptions (Case-by-Case Basis):
Consultations may still be offered outside the return window in the following situations:
- Customers who initially requested a return within their return window, but their case extended beyond the window due to processing delays, refund pushback, or internal migration delays
- Customers who are threatening chargebacks, where offering a consultation may help de-escalate the situation
Key Reminder:
While exceptions are allowed, consultations should mainly be reserved for active return request cases and not broadly offered to all customers beyond the return period.
May 03, 2026 - Reminder: Merging Tickets
Just a quick reminder to make sure to untick both boxes before merging the tickets so the customer will not receive any notification about it. See sample image below. Thanks!
May 03, 2026 - Reminder: Escalated Tickets in Zendesk
Reminder when handling escalated tickets.
Before marking the ticket as solved, please make sure to untick the escalation checkbox. If this is not removed, the ticket will automatically reopen.
Let us ensure this step is completed to avoid unnecessary reopens and maintain smooth workflow.
April 27, 2026 - Update: OHA PUSHBACK LAYERS PAUSED (EMAIL TEAM ONLY)
To help us manage increasing backlogs, we are implementing an immediate pause on all pushback layers for return and refund-related cases for the Email Team only, except for Audiologist Consultation where applicable.
Call Team: Please continue following the current SOP—no changes to your process.
Please review and follow the updated guidelines below:
1. New Tickets (Returns / Refunds)
- Applies to:
- Quality-related concerns
- Technical issues requesting refund
Oricle:
- After probing and identifying the reason for return:
- Offer Audiologist Consultation when applicable
- If the customer declines, provide the Return Portal link to facilitate return and refund processing
Other Brands:
- After probing and confirming reason for return (and remaining eligible packs/items):
- Process return/refund using the usual handling: Full Refund (Return Product) macro
This means:
- No Sales Save attempts
- No BTE upgrade offers
- No bundle offers
- No troubleshooting once return intent is confirmed (Audiologist Consultation may be offered instead)
- No 50% retention/refund offers
2. Old Tickets (Already in Progress / With Pushback Layers)
- Do not proceed to the next pushback layer
- Stop at the current stage
- Audiologist Consultation may be offered instead
- Send Redo Portal to the customer to facilitate the return and refund process.
- Calculate and issue refund via Sticky
3. Exception — If Offer Was Accepted During Pushback
- If the customer already accepted any offer/upgrade during the pushback process:
- Proceed with Sales Save
- You may:
- Create bundles
- Proceed with upgrades
4. Consultation Offers
- Audiologist Consultation is the only pushback layer that may be offered
5. Cancellations
- Continue following the current SOP
- Retain pushback layer only if still applicable under SOP guidelines
Key Objective
- Remove unnecessary resolution steps
- Be direct and consistent in applying refunds, redo, or sticky calculations
- Avoid extending cases through additional pushback attempts
- Support backlog reduction and faster turnaround times
Exception
- If the customer has not explicitly requested a return and is only reporting an issue → proceed with troubleshooting only
Important Reminder
- All tagging and documentation must still be strictly followed, even with the updated process changes.
- All tickets must be handled in Zendesk only
- Do NOT reference Gorgias in ticket handling or internal discussions anymore
- Ensure proper probing before routing to refund/return actions
- Be clear and consistent when confirming eligibility or beyond-window cases
Notes:
The process for international orders remains unchanged.
April 23, 2026 - Reminder: REDO Refunded Orders (Return Completed)
All completed returns that are refunded through Redo should also be reflected in Sticky.
- When a customer follows up on their refund and we can confirm that Redo has successfully processed it, we should verify if the refund is showing in Sticky. Refund issued by Jimmy Dendrinos (see screenshot)
- If the refund is not reflected in Sticky, please proceed with issuing the refund manually through Sticky and ensure that all relevant notes are properly documented.
Additionally, please flag the order to your Team Lead (TL) so it can be further investigated.
Thank you in advance for your continued compliance, team!
April 22, 2026 - Update: OHA Follow-Up Meetings with Hearing Specialists (Within 30 Days)
Guideline:
If a customer is still within their 30-day window and would like a follow-up session with a specialist, we can allow it at no extra cost.
Why this matters:
Customers may have additional or evolving questions after their first session. Allowing follow-ups helps address their concerns, builds confidence in their purchase, and can prevent returns.
How to handle:
- Confirm the customer is within the 30-day window
- Create a new entry in the portal
- Clearly note that it’s a follow-up (second, third, fourth, etc.) for our audiologists' reference
Proactive Support:
If a new or different issue comes up after the initial consultation, you can also proactively offer to schedule another session (still within the 30-day window) to address that concern.
This is effective immediately.
Impt. Notes:
Editing consultation logs
Should you ever need to update notes or anything with the consultation entries, it should always be done via the portal. The log sheet is now view-only.
April 22, 2026 - Attention: Duplicate Order Incident – (All Brands)
We currently have an issue with our orders (all brands).
Issue: We're seeing duplicate/multiple orders for customers. Duplicate orders fall within this window:
04/21/2026 - 8:30AM PST
04/21/2026 - 1:30PM PST
Expected Impact: Calls and emails from customer complaining about this
Scenarios & Actions:
Scenario A: there is a correct fully combined order coming in, but also another with each individual order
Action: cancel the individual/split orders. (See screenshot for sample)
Scenario B: The usual duplicated order (same order total, no split orders)
Action : RETAIN the order with the correct shipping "Shipping 9.99"
Handling and Resolution:
- Cancel the duplicate orders but do not refund.
- If you see the prompt that says " Void this in Shopify", make sure not to tick the box so the order won't get refunded
- Reassure the customers they weren't charged for these duplicate orders
Please make sure to follow the steps above when handling these cases. If anything seems unclear, feel free to ask.
April 20, 2026 - Update: Misrouted Emails: SPLASH
We no longer need to ask customers to contact a different Splash-branded email address, and there is no need to send outbound emails anymore.
Since all Splash orders are now processed through the Splash Foam Cleaner Shopify store, all order confirmations use a single support email: support@splashfoam.com. This is why we’ve been receiving more “misrouted” emails.
Going forward, simply switch the brand field on the ticket form (see screenshot). This will ensure you respond using the correct associated support email for that brand.
Please acknowledge this with to confirm you’ve read and understood this, as this will now be our standard process for handling misrouted Splash emails.
Thank you!
April 18, 2026 - Audiologist Consultation Link & Portal Reminder
Audiologist Consultation Link & Portal Reminder
Just a quick reminder to please use the correct consultation link and ensure all invites are logged through the consultation portal only.
Schedule Link:
https://calendly.com/d/cxyq-dsw-yct/oricle-hearing-consultation?month=2026-04
Consultation Portal:
It looks like some invites are still being added to the old sheet—please avoid using it moving forward.
Please note that macros are already updated with the correct consultation invite link.
Thank you everyone for your support and compliance!
25 mins
A certified hearing specialist will personally guide you through fitting your device, selecting the right mode and volume, and troubleshooting any issues you may ha…
April 17, 2026 - Reminder: Amazon, Walmart, or Shopify SKUs
Just a quick reminder!
Please avoid using Amazon, Walmart, or Shopify SKUs when creating manual orders (any brand). These are easy to spot, as they usually include “AMZ,” “WALMART,” or “SPF” in the product name or within the SKU itself.
Appreciate everyone keeping this in mind. Thank you!
April 15, 2026 - Update: OHA Issue Handling Guide
Hi Team,
Please be guided on the updated process for handling technical issues / defective device complaints under Oricle.
NEW UPDATE:
We are now extending the acceptance period from 2 weeks to 30 days for defective device complaints.
- Replacement is preferred over refund whenever applicable.
- Hearing Audiologists/CSRs may approve replacements even without warranty, as long as the issue is reported within 30 days of delivery.
Updated Flow for Technical Issues:
Customer reports a technical issue → BTS troubleshooting (for cases where the defect can be validated through photo evidence or judgment)
- If NOT RESOLVABLE / NOT VERIFIABLE → escalate to Hearing Audiologist
- If BTS troubleshooting is sufficient but the issue persists → CSR may proceed with offering a replacement
CSR Handling Guidelines:
CSRs may offer replacement if the defect is
- Clearly visible via photo/video evidence
- Or can be reasonably validated through judgment or conversation
Examples:
- Device won’t turn on
- Not charging
- No indicator lights
- Battery issues (e.g., drains fast)
- Other clear hardware-related defects that can be validated
Escalation to Audiologists:
If the issue
- Cannot be validated via photos/videos
- Cannot be confidently assessed through conversation or troubleshooting flow
Please send an Audiologist Consultation Invite.
Let’s ensure proper assessment before escalation and continue prioritizing fair replacement resolutions for our customers.
April 14, 2026 - Update: Audiologist Consultation Invitation – Declined
Here’s how to update the portal when a customer declines the audiologist consultation invite:
Go to: https://specialist-training-portal.vercel.app/portal
- Search for the customer record (by name or email).
- Open the record to view/update the details.
- Go to the Notes section.
- Delete the previously logged notes and replace them with: “Declined Invitation”
- Submit the update.
Once submitted, the new note will overwrite the previous entry.
April 12, 2026 - Update: Return Process Handling
Effective immediately, please pause adding this additional note indicated below after BTS until further notice.
⬇️ ⬇️ ⬇️ ⬇️ ⬇️ ⬇️
To avoid delays and missed return opportunities, please ensure we clearly communicate to our customers how many days are left in the return window. Always inform them of the exact deadline date by which they are still eligible to process a return.
Please also include this guidance in every BTS provided to the customer:
We strongly encourage you to follow the tips provided and continue using the hearing aid until (date), as many customers find that a short adjustment period helps achieve better results. Please note that this timeframe serves as the evaluation period for your order. Once the period has passed and we have not received any communication from you, we will consider the troubleshooting and assistance provided have resolved the issue. The order will then be considered complete and will no longer be eligible for return under our return policy.
If you have any concerns, we kindly ask that you reach out to us within this period so we can assist you accordingly.
Thank you for your understanding and cooperation.
Please make sure to follow this moving forward. This applies to all return/complaint-related concerns across email and calls.
April 10, 2026 - Update: Process for handling Walmart customer emails
Please follow the updated process for handling Walmart customer emails:
• If you receive an email with the subject line “Message from Walmart Customer” along with a Walmart Order ID, do not ask for the order number again.
• If the customer’s message is unclear or missing details, you may ask for clarification about the issue only.
• Once you have the necessary information, immediately escalate the concern to the Walmart 2026 Sheet.
• After escalating, inform the customer that their concern has been forwarded to the Walmart Team and that we will continue assisting them via Walmart messaging.
• After completing the escalation, make sure to notify via the amazon-inquiries Slack channel.
Important:
Failure to follow this process may cause serious impact on our Walmart store, as responses made outside the proper channel will not notify us within Walmart.
• Similar to Amazon and eBay policies, do NOT inform customers that they will receive a phone call. These platforms do not allow sellers to contact customers by phone.
April 09, 2026 - Update: Audiologist Consultation Portal
To improve tracking and keep all consultation-related details in one place, we now have a new way of logging all Audiologist Consultation Referrals. Moving forward, all
referrals should be logged through our portal:
1st Tab – Referrals CS
- This is where you will log the customer and order details after sending the consultation invite.
2nd Tab – Meeting Details
- This is where you can check the consultation booking details, including the scheduled date and time.
3rd Tab – Consultation Results
- This is where you can review the consultation outcome and any follow-up action taken.
4th Tab – Check in 45 Days Post-Delivery
- This is where we monitor refund status, mainly for analyzing sale-save success.
Please start using the portal effective immediately.
April 04, 2026 - Important Update: EMAIL Refund Pushback / Value Proposition Flow
Following the recent cascades on March 31 and April 1 regarding the new refund pushback flow:
50% Refund Offer – If the customer declines the consultation/BTE upgrade:
- Use the updated macro: OHA_RP – 50% Offer (previously “Int’l Upgrade Declined Macro”).
- If accepted, process the refund via the Return Link and select: "Yes, I want an immediate refund."
Handling Upsells in Refunds
For orders with upsells such as sanitizer or ear tips, please note that these items are not automatically included when processing refunds via the portal unless the customer explicitly confirms or mentions them in the email thread.
Customers are expected to indicate which items they are returning. We do not proactively ask if they are also returning the upsells, as a separate return can still be processed if they decide later to include them.
- Process the return or refund via the portal for the device only, if upsells are not mentioned.
- If the customer follows up after receiving the refund confirmation and questions why the upsells were not included:
- Inform them that we can process another return, while advising that a processing fee will apply again. At this stage, attempt to save the item.
- Emphasize the benefits of the upsell items, and how it can still be useful
Suggested Macro:
Hi {{customer_name}},
Thank you for your message.
We understand your concern regarding the refund amount. Upon review, the refund processed covered only the hearing aids, as the upsell item(s) {{item_name}} were not included in the initial return request.
We can certainly assist in processing a separate return for these items. Please note that a processing fee will apply again.
Many customers choose to keep items such as the Oricle UV Sanitizer, as it remains useful not only for hearing aids but also for other personal devices like earphones or earbuds. The sanitizer helps reduce moisture, support cleanliness, and maintain overall device performance. Customers who have added this item often find it valuable for everyday use.
Additionally, the extra tips can be handy since you are keeping the device. They help improve hygiene, enhance sound quality, and may even help extend the life of your Oricle hearing aids.
Please let us know how you would like to proceed, and we will be happy to assist you further.
REMINDER: Please modify the email accordingly and remove the line that mentions the other upsell if the customer only purchased one type (e.g., remove the sanitizer line if they only purchased ear tips, and vice versa)
April 04, 2026 - Update: Oricle Hearing Aid Refund Follow-Ups
For customers from Oricle Hearing Aid who are following up on their refund after returning their order and it’s already beyond the refund window, please follow the steps below:
1. Double-check refund status in ReDO
- Confirm if the refund has been successfully processed in the system.
2. If refund is successful, inform the customer:
- Refund amount
- Date and time processed
- Where it was refunded (card/account used)
- Provide the last 4 digits of their card
Then advise the customer to coordinate with their bank for further checking.
3. If customer claims they already contacted their bank:
- Please notify me directly or send the order number
- We will review and escalate as needed
If the refund is marked as successful in our portal, this means it has been 100% processed on our end and should go through the customer’s bank.
April 02, 2026 - Update: Oricle Ticket Handling
Hi Email team - Oricle agents! We have a new process to follow for Oricle tickets. Please refer to the SOP for the details. If you have any clarification or question, feel free to ask!
Oricle Ticket Handling Update — CS Agents
April 01, 2026 - Important Update – EMAIL Refund Pushback / Value Proposition Flow
Please take note of the updated value proposition handling (via Email)
Offer only ONE option: either Audiologist Consultation OR BTE Upgrade Offer
- If the customer declines the consultation, proceed directly to the 50% offer (do not offer upgrade afterward)
- It is strictly one option only
Updated layer flow:
- Provide troubleshooting steps
- If troubleshooting does not work, offer either Audiologist Consultation OR BTE Upgrade
- If that offer is declined, offer 50% partial refund
- If 50% is declined, send the portal link
Additional note: Once the customer accepts the consultation, they may proceed with scheduling the appointment, and the refund pushback flow can already be considered finalized, since Cindy will take over from there.
Please make sure to follow this updated sequence moving forward.
March 31, 2026 - New EMAIL Refund Pushback Flow – Effective Immediately
We have an updated process for handling return-refund requests via email only. This flow applies specifically to email handling and is intended to maximize engagement opportunities before directing customers to the Redo Portal Link.
NEW REFUND PUSHBACK FLOW for EMAIL Support:
ORDER_QUALITY Complaint
BTS → Value Prop → Partial Offer → Redo Portal
Troubleshooting – Confirm the issue and attempt resolution.
Value Proposition – Start by offering an Audiologist Consultation. If the customer declines, proceed with offering a BTE Upgrade.
- Offer Audiologist Consultation.
- Offer BTE Upgrade (if applicable).
Redo Portal Link – Provide the portal only if the customer declines the 50% offer.
TECHNICAL_ISSUE Complaint
BTS → Replacement Offer → Redo Portal
Troubleshooting – Confirm and attempt to resolve the technical issue.
Replacement Offer – Offer a replacement only if the order is within 2 weeks from the delivery date.
Redo Portal Link – Provide the Redo Portal Link if the customer declines the replacement offer.
Please ensure this flow is followed effective today for email handling, as this will now be our standard process for applicable cases.
Additional Reminder:
This also applies to Priority Email cases — offer the 50% refund first, and only proceed with a full refund if the customer declines.
March 31, 2026 - Process Update: Returns & Refunds (Oricle Hearing Aid)
We’re rolling out an important update to improve how we handle return and refund requests and ensure a smoother, more efficient customer experience.
What’s Changing
All return and refund requests will now be handled exclusively via email by our dedicated support team.
What This Means for Calls
- Do NOT process returns or refunds over the phone
- Do NOT ask for the reason for return
- Redirect all customers to email: support@oriclehearing.com
- Ensure customers provide order number + brief concern in their email
Approved Call Spiel
Hi! Thank you so much for calling
I’d be glad to assist you with your return or refund request. To make sure you receive the best and quickest support, our dedicated team handles these requests via email so they can review everything in detail and provide you with the best possible resolution.
You can simply send an email to support@oriclehearing.com with your order number and a short description of the concern, and our team will take care of the rest and get back to you promptly.
We’re here to support you every step of the way, and we truly appreciate your time and understanding!
Handling Scenarios Guide
- If the customer is complaining about the product and asking for help (no mention of return/refund) → Proceed with troubleshooting
- If the customer’s main intent is return/refund Direct to email immediately
- If after troubleshooting, the customer requests return/refund Direct to email
Updated Tagging Guide
For all return/refund-related contacts, please use:
- Inquiry > Return > Return Process
Resolution Tagging
- Direct to Email Support
Additional Note
Rebuttals and escalation spiels will be cascaded separately via the Call Cascade channel. Please make sure to review and familiarize yourselves with them.
Why This Change?
- Faster and more accurate processing
- Proper documentation of all requests
- Dedicated team handling for better resolution
Please make sure to consistently follow this process, apply the correct tagging and resolution, and redirect all return/refund concerns to email to avoid delays and ensure proper handling.
March 28, 2026 - Process Reminder: Order Cancellation & Holds
Moving forward, if you proceed with cancelling an entire order, please make sure that ALL holds are lifted before finalizing the cancellation — this includes:
• Address Hold
• Operator Hold
Why this is important:
This ensures that we can accurately extract orders that are still on hold and require follow-up, and helps us avoid including cancelled orders in our reports/data.
Action Required:
Before completing any full order cancellation, double-check that no holds remain on the order.
Let’s stay consistent to keep our data clean and reporting accurate.
March 28, 2026 - Update: New Hearing Consultation Scheduling Link
Please be informed that we have updated our hearing consultation scheduling link:
https://calendly.com/d/cxyq-dsw-yct/oricle-hearing-consultation?month=2026-03
For reference, our new hearing specialist will begin accepting appointment bookings starting the second week of April. Their availability will also be
reflected in the Calendly time slots by the end of the first week of April.
We will begin ramping up consultation invites around that time, and management will let everyone know once we are ready.
Please note that appointments already scheduled using the old link will not be affected.
A certified hearing specialist will personally guide you through fitting your device, selecting the right mode and volume, and troubleshooting any issues you may have…
March 25, 2026 - Update: New Macros and Process Improvements for Return to Sender scenarios
We have now added new macros with layered responses, specifically for Return to Sender scenarios, along with other process improvements.
Macro Creation: Return to Sender
Return to Sender – Address Related Issues (Customer Fault)
- Return to Sender - Address Related (Customer Fault)- L1 Shipping Terms
- (choose whatever update that matches on the tracking details and delete the unnecessary info)
- Return to Sender - Address Related - L2 Threatens Chargeback, Legal action
- (edit and add reason and hyperlink the terms and conditions)
Return to Sender – Carrier Fault
- Return to Sender -Carrier Fault - Reshipped
- (choose whatever matches the update on the tracking details and delete the others] OR Paste the exact reason from the tracking details)
Return to Sender – Customer Refused
- Return to Sender – Customer Refused – L1 Shipping Terms
- Return to Sender – Customer Refused – L2 Threatens Chargeback or Legal Action
- partial refund can be processed
Return to Sender – Unclaimed, Destroyed
- Return to Sender – Unclaimed, Destroyed – L1 Shipping Terms
- Return to Sender – Unclaimed, Destroyed – L2 Threatens Chargeback or Legal Action
Issues with Internal Workarounds
Stuck in Confirmed Status
- Stuck in Confirmed Status – L1 Monitor 7 Days
- after sending, escalate the ticket to your TL for further escalation to Ms. Mich for warehouse checking
Label Created
- Updated macro name from Label Created – L1 Monitor 7 Days to Label Created – L1 Monitor 3 Days
- updated snoozed time
- after sending, escalate the ticket to your TL for further escalation to Ms. Mich for warehouse checking
- Label Created – L2 Confirm Address
- updated monitoring timeline
Macros for Packing Issues
Missing Accessory (includes cord, brush)
- Missing Accessory – L2 $5 Refund Offer
Missing OHA Ear Tips Inclusion
- Missing Ear Tips – L1 Reshipped
Defective Claims
- With warranty
- Defective – Warranty Claim – L1 Reshipped
- No warranty but reported within 2 weeks
- Defective within 2 Weeks (No Warranty) – L1 Reshipped
Please make sure to use the correct macro depending on the situation, especially for escalations involving chargebacks or legal threats.
Key Points:
Customer fault: Be firm with policy. No refund or reshipment.
Carrier fault: Proceed with reshipment.
Reminders:
Please make it a standard practice that whenever you use L2 Threatens Chargeback, Legal Action or L2 Refund, Chargeback, you include a link to the Terms and Conditions so the customer can review them directly. This ensures transparency and helps customers understand the policy we are applying.
For tickets where the macro General Returned Order (Insufficient Address) was sent prior to this cascade and the customer has agreed to a reshipment, you may proceed with processing the reshipment.
Moving forward, please refrain from using this macro, as most, if not all, Return to Sender scenarios are now properly categorized under the updated macros.
If you have any questions, please feel free to send them in this thread or reach out to your TL.
March 24, 2026 - Update: Proper Tagging for DHL Reshipment Claim Sheet
- To ensure accuracy and consistency in our DHL Reshipment Claim Sheet, please follow the correct tagging guidelines below:
**Claim Type Tagging**
Use the appropriate claim type based on the scenario:
- **Delivered at Incorrect Address – Customer’s Fault**
→ Use when the customer reports non-receipt, but tracking confirms delivery to a different address provided by the customer
- **Stuck (No Movement > 7 Days)**
→ Use when there is no tracking movement for more than 7 days *(excluding customs cases — see note below)*
- **Stuck in Confirmed Status**
→ Use when a label has been created but the item has not been dispatched or handed over for transit
- **Damaged Item**
→ Use when the customer received the item in damaged condition
- **Delayed Delivery (Forwarded)**
→ Use when the latest tracking status shows “Forwarded”
- **Shipped without Street/House Number**
→ Use when the order is marked shipped/delivered but lacks a complete house or street address
**Important:**
For orders **Shipped without Street/House Number**, always offer a **Reshipment**.
**Action Tagging**
In addition to claim type, make sure the **Action Taken** is correctly tagged:
- **Pending**
→ If the order is still in transit OR a reshipment/refund has been offered but not yet completed
- **Reshipped / Refund**
→ If reshipment or refund has already been processed
- **No Action Needed**
→ If delivered to incorrect address due to customer’s fault
- **Order Successfully Delivered**
→ If previously tagged as stuck but was eventually delivered
**Additional Note:**
- Orders marked as **“Arrived at Customs”** are **NOT considered stuck**.
→ These require **customer pickup at customs**, so **no need to escalate or add to the sheet**.
- Accurate tagging is critical to ensure proper tracking, reporting, and resolution of claims. Please review carefully before submitting entries.
March 24, 2026 - Update: Misrouted Call Handling
Please be guided on the proper handling of misrouted calls:
DO NOT transfer the call
- If the concern is not under our scope, do not transfer the call to another line.
Provide the correct hotline
- Politely inform the customer that they have reached the wrong department.
- Clearly provide the correct hotline number they should contact for proper assistance.
If the customer calls back
• In case the customer reconnects to you, you may:
- Use your second name, or
- Slightly adjust your voice to avoid repeat recognition and ensure smooth handling.
Reminder:
- Always maintain professionalism and provide clear guidance to the customer.
- Ensure the customer is properly redirected to the correct support channel.
March 21, 2026 - Update: Macro Creation with Layered Response Options
In line with the cascade shared on March 14 regarding macro revamping, here are the additional updates and macro additions completed so far:
Macro Creation with Layered Response Options
(Splash) CR16 - No Movement > 7 Days
- Renamed from (Splash) CR16 - No movement > 7 days to: Stuck (No Movement > 7 days) - L1 Monitor 7 Days
- Layer 2: Stuck (No Movement > 7 days) - L2 Confirm Address
- (Ticket is snoozed for one day; follow-up will be done once only. If no response, considered dropped)
- Layer 3: Stuck (No Movement > 7 days) - L3 Reshipped
Delivered But Not Received (Stolen Package) - WITHOUT Warranty
- Renamed to: Delivered Not Received - Lost/Stolen Package - L1 Delivery Terms
- Layer 2: Delivered Not Received - Lost/Stolen Package - L2 Refund, Chargeback
(Splash) CR23 - Order Stuck in "Confirmed" Status
- Renamed from (Splash) CR23 - Order stuck in "confirmed" status to: Stuck in Confirmed Status - L1 Monitor 7 Days
- Layer 2: Stuck in Confirmed Status - L2 Confirm Address
Created Macro: Delivered at Incorrect Address - Incorrect Customer-Provided Address
- Layer 1: Delivered at Incorrect Address - Incorrect Customer-Provided Address - L1 Shipping Terms
- Layer 2: Delivered at Incorrect Address - Incorrect Customer-Provided Address - L2 Refund, Chargeback
Tracking # Not Found
- Renamed from Tracking # Not Found Within 48hrs to: Tracking Not Found - Within 3 Days - L1 Monitor 3 Days
- Layer 2: Tracking Not Found - After 3 Days - L2 Reshipped
(Splash) CR13 - Order Shows "Labeled" / "Shipping Label Purchased"
- Renamed from (Splash) CR13 - Order has shipped but only shows up as "labeled" or "shipping label purchased" to: Label Created - L1 Monitor 7 Days
- Layer 2: Label Created - L2 Confirm Address
- Layer 3: Label Created - L3 Reshipped
Newly Added Macros
- Damaged Packaging Only (Box, Bottle, Bag)
- Layer 1: Ask Photo/Test
- Layer 2: Still Works
- Layer 3: $5 Compensation
Damaged Item
- Layer 1: Ask Photo/Test
- Layer 2: Still Works
- Layer 3: Reshipped
Incomplete Items Received
- Layer 1: Clarification
- Layer 2: Reshipped
Missing Accessory
Incorrect Item Received
- Layer 1: Ask Photo
- Layer 2: Reshipped
We have created and renamed several macros, especially those with layered responses such as L1, L2, and L3, to help simplify your process.
These updates are now aligned with our revised Terms and Conditions, and we are confident that they will help reduce refunds while allowing us to provide stronger and
more consistent resolutions to our customers.
To follow are the macros for different RTS scenarios and defective items.
We encourage everyone to review and familiarize yourselves with these macros to ensure they are used correctly and consistently.
March 20, 2026 - Updated OHA Subscription Tips Refund Process
We have an update regarding the refund process for OHA subscription tips. The Redo Portal has been updated, and there are important changes you need to follow moving forward.
What’s New:
• Customers are no longer required to return the tips in order to receive a refund.
• Subscription cancellations should continue to be processed via Sticky.
• All refund requests must still be processed through the Redo Portal.
Even though returns are no longer required for the tips, customers must still undergo the Redo Portal process in order for their refund to be issued.
Please ensure you are guiding customers correctly based on these updates and setting proper expectations regarding the process.
Additional Note:
All refund requests for OHA subscriptions must now be processed through the Go Redo Portal using the Return Request link.
Please make sure to clearly explain our return policy and any applicable fees to the customer before submitting the request.
Important Reminders:
• All refund requests must be submitted through the Redo Portal.
• Refunds are processed per order, not per subscription.
• If a customer requests refunds for multiple subscription charges, they must submit a separate return request in the portal for each order/charge.
• Ensure that customers understand the return policy and applicable fees before proceeding.
• If the customer did not mention a refund and only wants to stop future charges, simply proceed with cancelling the subscription.
• Only send the Redo Portal link if the customer specifically requests a refund.
This process will help ensure that refunds are tracked and processed accurately.
In addition to this. The portal is only for customers who want both a subscription cancellation and a refund for their most recent tips shipment. If the customer just request
for cancellation, no need to send them the return portal link.
March 18, 2026 - ShipHero Order Delay: Manual Order Process
We are currently experiencing delays with orders appearing in ShipHero, which may cause some orders not to show immediately after being placed.
If an order still does not appear in ShipHero after 24 hours from the time it was placed, you may now proceed with creating a manual order in ShipHero.
Order Number Source
When creating a manual order, please obtain the order number from our Order Number List under the “New Order” tab:
https://docs.google.com/spreadsheets/d/1J56-1DvUdZo0VNRCYHtrYhu24WBT5xgBXR7hvgixjbM/edit?gid=0#gid=0
If Order Modification Is Needed
If the order still does not appear in ShipHero after 24 hours and the customer requested a modification:
• Create the manual order based on the customer’s updated request.
• Remove the items the customer no longer wants from the manual order.
• Process a refund for the extra items that were originally charged but are no longer included.
When Customers Follow Up or Request Cancellation
If a customer reaches out following up on their order or requests cancellation because they have not received a shipment status yet, please do your best to save the order.
• Inform the customer that there is a slight delay due to the high volume of orders.
• Reassure them that their order will be prioritized for processing.
• After the interaction, proceed with creating the manual order in ShipHero and tag it accordingly.
Important Reminder for CSRs
Please do not disclose that we are experiencing system issues. When communicating with customers, simply explain that there has been a slight delay due to a high volume of orders.
Suggested spiel for customers:
“Thank you for your patience. Due to a high volume of orders, there may be a slight delay in the order processing and system updates. Rest assured that we are actively monitoring your order and will ensure it is processed as soon as possible.”
Manual Order Tagging
Once a manual order is created, please make sure to tag the order as PRIORITY so it can be processed by the warehouse as soon as possible.
Please ensure all manual orders are accurate and aligned with the customer’s request before submitting.
March 18, 2026 - Update: OHA Subscription Refund Process
Moving forward, all refund requests for OHA subscriptions must now be processed through the Go Redo Portal using the Return Request link.
For subscription orders beyond 30 days, if the customer requests a reversal or refund for previous charges (not just the most recent one), please first explain our return policy to the customer. Let them know that subscription orders automatically send email notifications prior to the recurring charge or shipment, which serves as a reminder about their upcoming subscription order.
You may use the following spiel when explaining this to the customer:
“I can confirm that your subscription has already been successfully canceled, so no further charges will occur.
Regarding the past orders, these are outside of our standard 30-day return window, which begins from the delivery date of each shipment. As outlined in our policy, returns and refunds are only eligible within this 30-day period, and requests submitted beyond this timeframe are not eligible for refund or return processing.
We understand this may not be the outcome you were hoping for, and we truly appreciate your understanding of our policy. While we’re unable to process refunds for past shipments, please rest assured that your subscription is now fully stopped moving forward.”
If the customer still insists on requesting refunds for multiple previous charges, please note that each Order # would need to be handled separately, and a return extension request may be required per order depending on eligibility.
If the customer continues to push back after the policy explanation, please send a message to me or Ms. Michelle so we can assist further.
March 17, 2026 - NEW & UPDATED MACROS
Please be advised that the old OHA – Change of Mind Macros have now been archived, as we have new updated versions available.
New Macros:
OH_RP_Cancel_change_of_mind_Shipped – NEW
OH_RP_Cancel_change_of_mind – NEW (Offers expedited shipping at no cost)
- Please note that BTE Upgrades are no longer offered for cancellation requests due to Change of Mind.
OH_RP_Cancel_UV_Sanitizer_Shipped
- (Explains that the order can no longer be canceled, but this macro highlights the item’s benefits)
OH_RP_Cancel_UV_Sanitizer_Unshipped
- (Offers expedited shipping at no cost)
OHA – Approved Extension
- This macro should be used for customers whose returns were rejected because the order exceeded the 30-day return window but were later granted an extension.
- Please remember to update the number of extension days and the due date as needed.
- If a customer’s return was initially rejected and an extension was later approved, the return request must be reset in the Redo Portal for it to go through. If you are unsure how to do this, please reach out to your TLs for assistance.
Please update your notes accordingly to avoid incorrect handling.
March 17, 2026 - Update: DHL Re-Shipment Claim Template
We’ve made some updates to how entries should be inputted in the DHL Re-Shipment Claim Template to ensure that claim amounts are calculated correctly. Please take note of the following changes:
Multiple SKU entries:
- When entering multiple SKUs in the same cell, do not use line breaks.
- Instead, separate each SKU with a comma and a space.
Example of correct entry:
1x-DTC-OH-UVSANITIZER-P2-UPS, 1x-OH-OHA-PV
(Notice the space after each comma before the next SKU.)
- Claim amount auto-calculation:
- The claim amount is now automatically populated based on the SKUs entered.
- Do NOT input any amount manually.
- Make sure your SKU entries are accurate so the claim amount reflects correctly.
Following this format ensures that the correct price will reflect on the claim amount every time
March 16, 2026 - Reshipment Reminders
A quick reminder regarding reshipments due to failed deliveries.
If an order has already been reshipped once and the delivery still fails even though the address is accurate, please do not process another reshipment. We are
limiting this to one reshipment per order.
In these situations, we will proceed with a refund instead of sending another replacement or reshipment.
This helps us avoid repeated shipping issues and prevents unnecessary delays for the customer. Please keep this in mind moving forward.
If you encounter any special cases, feel free to flag them with the team.
March 14, 2026 - Important Update: Terms and Conditions / Terms of Service
Please take a moment to read this carefully! Our Terms and Conditions across all brands have been updated, and we are revamping our shipping and delivery
macros to fully align with the new policies. This is critical to help us handle customer complaints efficiently and consistently.
Key Changes Implemented So Far
CR16 – No Movement > 7 Days
- Previously named as Lost in Transit
- Tagging will also be updated soon
CR23, CR13, and General – Stuck in Transit but Not Lost
- These macros now have unified email content:
- We’ve opened an investigation with the carrier
- Customers should monitor tracking
- If no movement after 7 days, they should reach back so we can process a reshipment, after confirming the shipping address is correct
New Macros to Streamline Follow-Ups
- Tracking # Not Found Within 48 Hours
- If a customer follows up too soon, advise them to wait until tomorrow as the carrier may not have updated the tracking yet.
- Tracking # Not Found Beyond 3 Days
- If still no updates after 3 days, proceed with reshipment
Delivered Issues – Policy Reinforcement
- Updated macros for:
- Delivered But Not Received (Stolen Package) – Without Warranty
- Delivered but Not Received
- Delivered But Not Received – Without Warranty
- (Splash) - Delivered but not received (More than a week)
- General W1 – Sent to Wrong Address
- What we advise customer's to do:
- Customers must file a report directly with the courier (links already included in the macros).
- Only leave the carrier assigned to the customer’s order in your message.
- No exceptions: If customers push back, file a claim, or request a refund (even threats of chargebacks or legal action), we do not issue refunds. Be
firm and consistent!
Reminder: Further updates will follow as we continue aligning the remaining macros.
March 14, 2026 - OHA RETURNS: NEAR 30-DAY WINDOW
We’ve noticed some customers are approaching the end of their 30-day return window (just a few days remaining) before receiving the return portal. This can lead to complaints or back-and-forth communication if their returns are rejected due to the window expiring.
If the return portal will only be provided near the 30-day limit, or if less than a week remains, please clearly inform the customer about the 30-day return window:
- Provide the delivery date and explain that the return window is 30 days from that date.
- You may include the exact 30th-day date to avoid confusion. (If you are unsure of the date, it’s safer not to add it.)
- Please ensure the dates are accurate. A “OHA Return Portal Link (Near 30-Day Window)” macro is now available to support you in these cases.
- Also ensure that the customer does not get confused between the 30-day return window and the 7-day return label validity.
Macro:
Please note that the return process must be completed within 30 days from the delivery date, which was [Delivery Date]. Returns submitted beyond this 30-day window will no longer be eligible for a refund.
The portal will guide you through the return process. Once you complete the return, a return shipping label will be generated that you can print for easy shipping.
Once the return label is generated, your package must be shipped within 7 days from the label creation date. Returns sent after this 7-day period will be rejected. Please note that return processing fees will be deducted from the refunded amount, and the original shipping cost used to send the item(s) to you is non-refundable.
March 14, 2026 - Reminder: DHL Re-Shipment Claim Template Compliance
Quick reminder to ensure that ALL required cells in the DHL Re-Shipment Claim Template sheet are completely filled out when submitting an escalation.
Important focus on Column P (Notes):
Please make sure this column includes the latest update from the tracking information. This helps us verify the current shipment status and speeds up the review and claim process.
New Columns Added:
Two additional columns have been added after Column P for documentation purposes:
• CSR Name – Please log your name
• Date of Escalation – Indicate when the issue was escalated
This process is now for strict compliance, so please make sure all required details are completed before submitting the claim.
March 11, 2026 - Update: Prioritizing sending BBB review requests for Oricle and X-ALL
Effective immediately, we are now prioritizing sending BBB review requests for Oricle and X-ALL customers with positive interactions .
• Use the new BBB macros only:
- BBB Oricle - Request to Review
- BBB X-ALL - Request to Review
Stop using the old macro Trustpilot - Request to Review macro.
• Continue to log all details in the sheet — Trustpilot requests will be sent later.
• No need to notify in the trustpilot channel channel at this time.
March 11, 2026 - New Escalation Sheet for Tracking & Packing Issues
To help us streamline investigations and coordinate better with the warehouse, we are introducing a new Escalation Sheet (DHL Re-Shipment Claim Template) that should be used when specific tracking or packing issues are reported by customers.
When should this sheet be used?
Tracking Issues
Please log the order in the escalation sheet if the customer reports:
• Delivered to incorrect address
• Lost in transit
• Tracking stuck / no movement for more than 7 days
• Order stuck in “Confirmed” status with no shipment progress
• Damaged item upon delivery
Packing Issues
Use the sheet if the customer received:
• Incomplete order
• Incorrect item(s)
Please make sure to fill out all required fields completely and accurately. Complete details help ensure everything is aligned between CS and the warehouse and allow them to efficiently investigate and resolve the issue.
Purpose of the Escalation Sheet
This sheet will serve as a central tracker for orders encountering tracking or packing issues, enabling the warehouse team to quickly review, investigate, and take appropriate action.
March 10, 2026 - Reminder: Ghost Call Handling
Reminder on the proper handling of ghost calls (calls where the customer is connected but not responding).
To keep things efficient and consistent:
• CSRs should only deliver 3 ghost spiels to attempt to get the caller’s attention.
• Please ask the caller to check if they may have accidentally pressed mute.
• Ghost calls should not exceed 1 minute.
• If there is still no response after the 3rd attempt, you may properly wrap up the call and disconnect.
Sample Ghost Spiels:
- “Hello, thank you for calling. This is [Name] from Customer Support. I’m on the line — how may I assist you today? If you can hear me, you might want to check if your phone is accidentally on mute.”
- “Hello, this is [Name] again from Customer Support. I’m still on the line but I’m not hearing anything from your end. If you can hear me, please check if your phone might be on mute.”
- “Hello, this is [Name] again. I’m still not receiving any response from your end. If you can hear me, please check if your phone might be on mute.”
Wrap-Up Spiel (if still no response):
- “Since I’m still not receiving any response, I will now be disconnecting the call. If you still need assistance, please feel free to call us back and we’ll be happy to help. Thank you and have a great day.”
After the 3rd attempt with no response, proceed with the wrap-up spiel and properly disconnect the call.
This helps us keep the queue moving and assist other customers waiting for support.
March 06, 2026 - Additional Reminder: 50% Immediate Refund – Customer Dispute
Suggested macro for this scenario has been made available in Gorgias. Simply type the keyword “immediate” and you will see Redo – 50% Immediate Refund.
Macro: Redo – 50% Immediate Refund.
Hi ,
We understand how frustrating this situation may feel, and we sincerely appreciate your patience as we clarify the details for full transparency.
To complete the return process, the Return Portal was made available, allowing customers to independently select their preferred resolution. Upon submission of the return request, the following details were recorded for your order:
Return reason:
{{ }}
When the return options were presented, the selections submitted were:
• Store Credit plus $100 bonus – No, I do not want the $100 bonus.
• Keep the item and receive 50% of your refund – Yes, I want an immediate refund.
Based on the confirmation of the 50% refund option, our system processed a refund of {amount}, which reflects 50% of the original purchase price. This option is specifically designed for customers who choose to keep the hearing aids while receiving a partial refund. Once the selection is confirmed and processed, the return resolution for the order is considered finalized.
While we understand that this may not have been your intended choice, the refund was issued in accordance with the selection recorded at the time of submission. As the resolution has already been completed through the Return Portal, we are unable to modify the outcome or convert the partial refund to a full refund.
We sincerely appreciate your understanding in this matter.
Best,
Mary Hudson, Customer Service Representative
Oricle Hearing
March 06, 2026 - Handling Update: Refund Process on Oricle Hearing
Still seeing some of you issue refunds via Sticky. so I'm bumping this cascade and quickly reminding everyone that all requests for refund (except international orders) shall go through the Redo Refund Portal.
To align everyone, this is our updated process flow:
->CX raises an issue and requests for a refund.
-> Acknowledge and apologize
-> Probe and Troubleshoot
-> Offer alternative solutions/fix for the issue
-> Offer BTE
-> If cx BTS and BTE offer didn't work, and CX still wants a refund, we educate them of our refund/return policy and then send them the Macro OHA Return Portal Link
Remember, we will no longer offer refunds ourselves, instead, we let them go to the portal so they can choose what they want (Refund, Exchange, Store Credit).
Thank you for your attention to this update and for ensuring the corrected handling is applied moving forward.
March 06, 2026 - Reminder: Reshipment for Missing OHA BTE tube
When processing a reshipment for customers who reported that the tube is missing from their order (with photos provided), please make sure to use SKU - MA-OEHOABTETIPTUBES8.
This ensures that the customer will receive the tubes along with the tips.
March 06, 2026 - New Handling Update: Audiologist Consultation Invite
Hey team, let's hold off on sending consultation invites for now. Please revert to our refund pushback flow and try our best on saving the returns/refunds through troubleshooting and offering alternative solutions.
Our OHA Issue Handling Guide will remain our main reference for the entire process but let's skip the step where we offer consultation as part of our resolution. This is effective immediately.
cascaded by: Michelle
March 05, 2026 - Update: Daylight Saving Time (DST)
Just a heads up – on Sunday, March 8 (PST), Daylight Saving Time kicks in! This means all shifts move 1 hour behind, so you’ll be checking in 1 hour earlier Manila time.
Don’t forget to set your alarms and maybe leave a little reminder so you don’t miss your shift!
Attached here is the link of the shift cheat sheet.
Let’s stay on schedule and keep things running smoothly!
March 05, 2026 - Update: Audiologist Consultation Booking Confirmation
Customers who booked appointments via the Consultation link will receive the following confirmations:
- Successful schedule booking notice (pops up right after submitting the booking)
- Email Invite containing video conferencing details (date and time of appointment, Google Meet Conference link, Cancelation and Reschedule links and a few reminders) (Please refer to the sample image for visual guidance.)
Updated our macro: (OHA Audiologist Consultation Invite)
Cascaded by Michelle
March 05, 2026 - Update: Consultation Booking Reminder
Team, please ensure customers clearly understand the booking process for consultations.
Once a booking is confirmed, the customer will receive a confirmation email containing the meeting link, appointment date, and time. Make sure to clearly instruct them to check their email for these details.
Please note that customers will not receive a phone call for the consultation. The session will only be accessed through the meeting link provided in the confirmation email.
Ensure this is properly communicated to avoid confusion or missed appointments when customer asks.
Cascaded by: Jacky
March 03, 2026 - Update: How to Access and Share UPS Proof of Delivery (Photo)
Please note that orders shipped via UPS (United Parcel Service) often include a photo as proof of delivery .
How to Access the UPS Delivery Photo:
1. Go to the order in **ShipHero**.
2. Click on the **tracking number**.
3. You will be redirected to the UPS tracking page.
4. On the tracking page:
- Confirm the package status shows "Delivered".
- If a photo is available, you will see a prompt to "enter the destination ZIP code".
- Enter the ZIP code in the designated field.
- Click "Submit/View Proof of Delivery" to access the photo.
(Please refer to the sample image for visual guidance.)
How to Share with the Customer:
If a customer reports that they did not receive their package but the UPS tracking page shows it as delivered:
1. Access the delivery photo using the steps above.
2. Take a screenshot of the photo shown on the UPS website.
3. Attach the screenshot in your response to the customer as additional proof of delivery .
This helps provide clear documentation and can often resolve delivery disputes quickly.
March 03, 2026 - Update: 50% Immediate Refund – Customer Dispute Reminder
We recently encountered a case where a customer insisted that they did not select the 50% refund option.
After reviewing the Redo portal, it clearly shows that the customer selected the Immediate Refund option. As we know, this option is equivalent to a 50% refund while the customer keeps the product.
Please be reminded:
• Once the customer selects Immediate Refund (50%), the process is automatically completed in the system.
• Unfortunately, we can no longer override the process.
• We are unable to process the remaining 50% since this was the option selected and recorded in our portal.
When explaining this to the customer, please clearly communicate:
“Upon reviewing our system, it shows that the Immediate Refund option was selected. This option provides a 50% refund while keeping the product. Since this was the option chosen and recorded in our portal, we’re no longer able to process the remaining refund amount.”
If the customer threatens (chargeback, complaint, escalation, etc.):
• Remain calm and professional.
• Empathize, but firmly stick to our policy.
• Reiterate that the selection was completed through the portal and is system-recorded.
• Highlight that the Redo portal captures and documents the customer’s chosen resolution, which serves as our official record.
We must stand by the documented selection in the portal.
To verify what the customer selected:
Go to the Redo portal
- Select All Orders and Returns
- Search for the specific order number
- Review the conversation and process details shown in the portal
The customer’s selected option will be clearly reflected there.
February 27, 2026 - Update: Escalation Requirements – Amazon / Walmart / eBay Sheet
Please carefully review the following guidelines when escalating concerns to the Amazon / Walmart / eBay Escalation Sheet.
Required Information Before Escalation
You must secure the following details from the customer:
- Order ID
- Buyer’s Email Address
Without the Order ID or buyer’s email, we cannot locate the order in Amazon.
Some platforms (especially Amazon) do not allow searches using name or phone number.
How Customers Can Locate Their Email and Order ID Per Platform
Amazon
Ask the customer to:
Log in to their Amazon account
Go to Your Account
- Click Login & Security
- Check the email address registered on the account
For the Order ID:
- Go to Returns & Orders
- Select the order
- Copy the Order ID shown on top
Walmart
Log in to their Walmart Account
Click Account
- Go to Account Settings
- Check the email address listed
- Go to Purchase History
- Select the order
- Copy the Order Number
eBay
Log in to eBay
Click My eBay
- Go to Account Settings
- Check the registered email address
- Go to Purchase History
- Select the item
- Copy the Order Number
How to Communicate This to Customers
Be patient and professional.
- Clearly explain that you need the correct Order ID and email address to properly locate and escalate the concern.
- Let them know this ensures faster and accurate assistance.
Before escalating:
- Make sure all required fields in the sheet are completed.
- Double-check that the Order ID and email are accurate.
February 25, 2026 - New OHA Issue Handling Guide
We’re rolling out an updated OHA Issue Handling Guide designed to make troubleshooting smoother and more effective. This guide includes:
- Probing questions and solutions per model
- Issue categories: Technical, Sound Quality, Design & Fit
Key Updates & Process Changes:
Different approach for different issues:
• Technical Issues:
- If a customer reports a device problem within 2 weeks of delivery, we can offer free replacement even if the order doesn’t have a warranty.
- If the customer reaches out after 2 weeks, replacement is only available with a valid warranty.
This offer only applies to technical issues.
Sound Quality Issues (BTE):
- Always offer a BTE upgrade to customers experiencing sound quality issues.
- If they decline, encourage them to give the product more time to adjust—they often get used to it with time.
- If the customer calls back after troubleshooting, offer a free consultation with our audiologist.
- If the customer is insistent on returning the device, explain the return process and send the portal link.
Call Handling & Notes:
Take your time probing and troubleshooting concerns. Thoughtful calls help reduce return requests and improve call control.
- Be thorough with your call notes: generic entries like “offered TS” are no longer acceptable and will affect QA. Notes should clearly reflect what troubleshooting steps were offered.
All of this information is in the Handling Guide: OHA Issue Handling Guide
February 24, 2026 - Updated Macro: OHA Return Portal Link
The macro “OHA Return Portal Link” has been updated. It now clearly states that all returns must be processed through our Return Portal and that self-initiated returns will not be accepted.
Please make sure you are using the updated version effective immediately.
- For Call CSRs, it is especially important to verbally reiterate this policy to customers to prevent unauthorized self-returns.
For your reference, here is the updated macro content:
Hello Customer first name,
Thank you for following up. We understand that you would like to proceed with a return. Let’s ensure your return process is smooth and easy.
To finalize the details of your return, you can visit our Return Portal here:
The portal will guide you through the returns process and will generate a return shipping label that you can print for easy shipping.
Please note that your return package must be shipped within 7 days of the return label creation date. Returns sent after this 7-day period will be rejected and will not be eligible for a refund. Return processing fees will be deducted from the amount refunded. You will not be refunded the cost to ship the products to you.
All returns must be processed through our Return Portal. Returns sent back without using the portal unfortunately cannot be accepted. Completing your return through the portal allows us to properly track your package and ensures your refund is issued accurately and as quickly as possible.
If you have any questions about the return options or need any assistance, please don't hesitate to reach out!
February 24, 2026 - NEW PROCESS: Return Label Requests – Customers Without Valid Email
To support customers who cannot receive return labels via email, we are implementing a Return Label Request Sheet process across all teams.
This process ensures customers can still receive their return labels through Facebook Messenger when email delivery is not possible.
When to Use This Process
Use the Return Label Request Sheet ONLY for customers who:
• Do not have a working email address
• Cannot receive return label emails
• Confirm they have a Facebook account
If the customer has a valid email address, continue using the standard return label process.
Customer Instructions (All Teams)
If a customer cannot receive emails, inform them to contact us via Facebook:
Oricle Hearing Page:
Let the customer know they should message the page so we can send their return label directly.
Required Fields (Must Be Completed)
Before submitting a request, the following fields must be filled out completely through this Return Label Request for Customers without valid email - SocMed sheet:
• Customer Email
• Customer Name
• FB Profile Name
• Facebook Profile Link (Required if available)
• Any Identifying Information (Profile photo description, alternate name, etc.)
• Already completed REDO steps?
• Informed CX of where to reach out?
• Assigned CSR
Requests with missing information may be delayed.
Facebook Verification Requirement
It is mandatory to collect enough information to identify the correct Facebook account if in any case they fail to reach out to us on Facebook.
Please make sure you obtain:
• Facebook Profile Name
• Facebook Profile Link (Preferred)
• Any helpful identifying details
This helps prevent sending return labels to the wrong account.
SocMed OHA CSR Review Process
SocMed OHA CSRs will then review the request sheet every hour to:
• Check new submissions
• Verify information
• Confirm customer contact via Facebook
• Send the return label
Reminder
This process is STRICTLY for customers without valid email access.
All teams are responsible for:
• Directing customers to the Oricle Hearing Facebook page
• Collecting accurate Facebook details
• Completing the request sheet properly
February 23, 2026 - Update: Refund Process on OHA Return Portal
Before processing any refund in Sticky for returns submitted through our Redo portal, you must first check the order in ShipHero.
What to Look For:
- If the order was already refunded through Shopify, it will:
- Appear in ShipHero as refunded via Shopify
- Clearly display the refund amount processed in the ShipHero order history
If You See a Shopify Refund in ShipHero:
- Do NOT process the refund again in Sticky.
- The refund has already been completed, and no further action is required.
- Add a note in Sticky stating that the order was refunded via Shopify, then copy and paste the refund details shown in ShipHero into Sticky (see 3rd image below).
Please refer to the images below for a visual example of how this appears in ShipHero.
February 20, 2026 - Update: Warranty Claim
If a customer reaches out to submit a warranty claim but did not purchase a warranty for their Oricle 2.0 or Pro device (whether from Amazon or DTC/Shopify) and claims the device is covered under a 1-year warranty, they may be referring to the old instruction manual (discontinued since March 2025).
In these cases, please do not honor the request and adhere strictly to the current Warranty Terms stated on our website.
If the customer continues to insist, kindly forward the complete details to me for further review.
February 19, 2026 - Update: Hearing Specialist Log
For team members handling tickets that require consultation with our audiologist, please ensure the Return/Refund Eligibility column in the LOG_Hearing Specialist_Referrals tracking sheet is completed. This allows the audiologist to clearly review the order’s eligibility status before providing recommendations.
This helps prevent refunds from being offered to customers who are already beyond the 30-day return window.
February 16, 2026 - Update: Refund Process on OHA (Return Portal Update)
Just a quick reminder that refund requests submitted through the Return Portal Link are now being tracked directly within the portal system.
As part of this update, refunds will be processed automatically once the return tracking status updates to “in transit.”
Please keep an eye out for any returns that may have already been refunded automatically. Refunds will appear in Shopify as usual and will show in Sticky as “Refunded by Jimmy Dendrinos” (see image below).
How to Check Return Status
You can now easily verify the customer’s return status via the OHA Return Portal:
Steps:
- Enter the customer’s email address
- Enter the order number
- Click Search
Return Status Guide (Based on Images)
Pending (1st image)
- Return has been submitted but not yet processed.
- No refund issued yet.
Completed (2nd image)
- Return has been fully processed.
- Refund already issued.
- In Sticky, this appears as “Refunded by Jimmy Dendrinos.”
In Transit / On the Way (3rd image)
- Item is currently being returned.
- Refund will auto-process once tracking updates to in transit (per new process).
Important Tip
By clicking “View return details,” you can confirm if the customer selected:
- Refund
- Store Credit
- Exchange
Please use the portal as your primary reference when handling OHA return inquiries. Thanks everyone!
February 15, 2026 - Update: New “SP” Order Prefix for Splash Spray
Please be informed that orders from Splash Foam Spray are currently being migrated to Splash Shopify.
As part of this change, Splash Spray orders will now have an Order ID starting with the prefix “SP.”
- Always double-check the order in ShipHero to ensure you are handling the correct order.
- Be extra mindful when verifying order IDs to avoid confusion.
For Reshipment Orders:
This update does not apply to reshipments. For now, please continue following our existing process:
- Tag Splash Spray reshipments under the Splash Foam Spray profile during manual creation.
If you encounter any unusual issues or discrepancies during this transition, please let me know right away.
Please note that we will still be able to see Splash Spray orders in Shiphero under "FS" prefix. These are coming from the DTC site (single product site) https://clean.buysplashspray.com/?lang=en&c=us
Only those orders that are placed in Shopify site (the collection site) will appear under "SP" prefix.
February 13, 2026 - Update: Return Policy Outside the 30-Day Window
Quick heads-up on how we’re handling returns outside the 30-day window going forward. We’ve noticed a lot of rejected returns in Redo are still getting manually refunded — and we need to tighten this up to keep refund rates under control.
Here’s the simple version
The Policy
- No full refunds for orders over 30 days
- 50% one-time courtesy refund = only if the customer has a really valid reason for missing the deadline
Examples: customer was hospitalized, return is being handled by family for a deceased customer
Even if they threaten chargebacks, we still stand firm on the policy
What matters most is when the customer FIRST contacted us about the return
Special Timing Exceptions (Important!)
We can honor a full refund if:
- The customer reached out before the 30-day window ended
- But due to back-and-forth or refund pushback flow, they ended up a couple of days late using the return portal
In these cases, use judgment and honor the full refund.
Customer Communication: Call/Chat Spiels
Short explanation (first response):
“Thanks for reaching out. I’ve checked your order and it’s past our 30-day return window. Since the return period has ended, the order is no longer eligible for a return or full refund, as outlined in our return policy on our website.”
Polite rebuttal if they push back:
“I completely understand, and I’m sorry this is frustrating. Our policy is clearly stated and enforced by our system, so we aren’t able to offer a full refund. However, I’d be happy to set you up with a free online consultation to help you get the device working better.”
Polite rebuttal if they threaten legal action / chargeback:
“I understand your frustration, and I’m sorry this situation is upsetting. Our return policy is clearly outlined on our website and enforced by our system, so we cannot offer a full refund outside the 30-day window. I’m happy to assist with the options available, such as a free online consultation to help improve your experience. ”
Alternative for Orders Beyond 30 Days
- Always offer a free consultation with an audiologist first to help the customer use the device more effectively.
- Only consider the 50% one-time courtesy refund if the customer has a valid reason for missing the deadline and asks for it.
For full details, email templates, possible spiel rebuttals, and call flow, check the doc here:
Return Policy Reference & Resources
Note: This applies to all brands.
February 12, 2026 - Update: Manual Trust Pilot Review Requests (X-ALL)
Update! We can now start sending the positive review request to our X-ALL customers.
Note: When you send a notice to our trustpilot channel, please include the Brand for quicker processing!
February 12, 2026 - Update: New program to implement for our Oricle customers (Missed or Overlooked Consultation Invite)
We’ve added a macro for replying to customers who appear to have missed or overlooked the consultation invite we previously sent. These customers often respond with the same issues.
Macro Name: OHA Audiologist Consultation Invite – Overlooked/Ignored
Reminder: This macro is not for follow-ups. Use it only for customers who have responded but may have missed or overlooked the consultation invite.
Here is a sample email ticket.
February 09, 2026 - Refund Process Update on Oricle Hearing
Please take note of an important update to our OHA refund process.
What’s new
- We will now send customers the Return Portal Link for refund requests.
How the process works
After completing troubleshooting and offering the BTE option, if the customer still insists on returning the product for a refund, simply send the Return Portal Link.
- No need to send the return address
- No need to process the refund manually
- Use the macro OHA Return Portal Link and you’re done
Tagging
Please ensure tickets are tagged as follows:
Complaint > Order_Quality > Reason
The Resolution Detail must be manually updated from Resolved with Reply to Return Portal Link Shared until the tagging sheet is officially updated.
Important reminder
- This process also applies to BOT-handled tickets escalated to CSR that qualify for return / refund.
Scope
- This update currently applies to U.S. orders only. We will provide further updates once this process is extended to international orders.
- This process also applies to calls and chats.
February 06, 2026 - Reminder: Ticket Uniformity
Just a quick reminder to please ensure all ticket URLs follow a consistent format before adding them to consolidated, pushback, or any sheets where we need to log the URL. This helps keep everything accurate and allows for smoother filtering.
Please refer to the image below. The shorter URLs show the correct format to use.
February 05, 2026 - Update: ORICLE Audiologist Consultation
Following up on our update regarding the Audiologist Consultation, previously, only NOVA AI has been sending the consultation offer.
Now:
Our Oricle Hearing Team will also start sending the consultation invitation to customers who request returns due to comfort or sizing issues.
When to send it:
Send the appointment offer right before troubleshooting. The process will be:
- Customer mentions sizing/comfort issue → send Audiologist Invite
- If declined → proceed with troubleshooting
- If issue persists → offer BTE Upgrade
- If still declined → Return/Refund
Macro to use:
- OHA Audiologist Consultation Invite
Additional step:
Once the consultation has been offered, ensure to add their details to the Hearing Specialist Referrals sheet (CS Details part only).
- If the customer later declines, please update the sheet to note “declined invitation”.
February 05, 2026 - Update: TEST – Splash Foam Spray Email Tickets
We are currently running a test in Zendesk for Splashfoam Spray tickets only.
At the moment, agent responses from Gorgias do not show up in Zendesk. To prevent duplicate replies, all Splashfoam Spray tickets received from 9:29 AM onward have been auto-assigned to Ms. Liz. Please do not respond to these tickets while testing is in progress.
Important: If a Splashfoam Spray ticket is somehow assigned to you, do not respond until further notice.
Once we have enough tickets for testing, we will resume normal response procedures. You may also see a Gorgias bot message (like the one attached), but this will not affect regular replies.
Quick update:
Splashfoam Spray tickets will now be auto-assigned back to the team, and you may respond to them as usual.
- If a ticket includes a Gorgias bot message (like the photo above) and you’re unsure how to proceed, please reach out for clarification.
SplashFoam Cleaner tickets (support@splashfoam.com) will now be assigned to Ms. Liz. Please do not respond to any Splashfoam Cleaner tickets until further notice.
February 05, 2026 - Important Reminder: NOVA & ESCALATED Tags
We would like to remind everyone handling Email tickets not to remove or delete the “ESCALATED” or “NOVA” tags on any ticket you encounter.
These tags are critical for proper tracking and escalation. Removing them may result in process or escalation issues.
Please ensure full compliance moving forward.
February 01, 2026 - Fulfillment Update – UV Sanitizers & Hearing Aids
Quick heads up on current fulfillment setup:
- UV Sanitizers are being fulfilled by LA
- Hearing Aids are being fulfilled by Lincoln
Because these items ship from different warehouses, the UV Sanitizer may be fulfilled and shipped first.
This will result in separate tracking links for the same order if both items were purchased together.
Please make sure to set the right expectation with customers
Let them know they may receive multiple tracking numbers and deliveries for one order
January 31, 2026 - New program to implement for our Oricle customers
Refund Reduction Program – Video Consultation
Program Goal - This program supports customers requesting refunds by offering a one on one video consultation with a hearing specialist. The goal is to reduce refund dollars by:
- Providing customers with a one on one video consultation with a hearing specialist
- Educating, troubleshooting, and resolving concerns so customers keep their product
- Offering a replacement, exchange, or upgrade to a better suited model when appropriate
Who Is Offered the Video Consultation
- The video consultation is offered to:
- Customers who email requesting a refund
- After asking for the reason, attempting troubleshooting, and the customer still wants to proceed with a refund
Appointment Invites
- All invites will be initiated through Nova
- Tickets will be auto tagged as “Audiologist Consultation Invite Sent”
Issues Eligible for Audiologist Consultation
- Sizing or fit concerns
- Feedback or whistling
- Sound quality issues
- Discomfort or pain when wearing the device
Responsibilities
Nova AI
- Will offer a complimentary video consultation before processing the refund
- Will share the booking link: https://calendly.com/cindy-oriclehearing/30min
CSR
- Update the Hearing Specialist Referrals sheet under "CS Details" (columns A to H)
Add internal notes in the ticket confirming the sheet update - use added to sheets for uniformity
Ticket Assignment
- A new folder named Oricle: Audiologist Consultation has been added in Gorgias
- All CSRs handling OHA tickets will have access.
Follow Up Process
Customer No Show
- Send a follow up email immediately once Cindy’s remarks show Meeting Attended marked as "N".
- Use the new macro → type in Appointment No Show Macro
Customer Did Not Schedule
- No follow up is required. This will be considered a return drop. (save)
Important Note:
This is a test program. Not all OHA customers will be offered a video consultation.
Cascade by: Nobi
January 28, 2026 - Manual Trust Pilot Review Requests
We’re rolling out a new process for sending manual TrustPilot review requests to happy customers. This will help us capture more positive feedback while the interaction is still fresh.
Goal: Ask happy customers for a TrustPilot review quickly.
1. Pick the Customer
- Only request reviews from customers who are clearly satisfied and happy with your help.
2. Fill the Log (Manual TrustPilot Review Requests_CS)
- Complete the TrustPilot Review Log with:
- Entry Date
- CSR Name
- Ticket Sign-Off Date
- Customer Email
- Brand/Product used
3. Notify Your TL
- Send a message in the channel #trustpilot-review-requests:
- Hi [TL Name], new TrustPilot review entry added for [Customer Email]. Please process.
4. Send Review ASAP
TL will send the review request using the Trustpilot – Request to Review macro:
• During the call, or
• Immediately after the call/email
• Only ask clearly happy customers
• Double-check the email before logging
• Faster request = higher chance of getting a review
Manual TrustPilot Review Requests_CS
New Update:
- We’re only doing this for OHA at the moment. Please send requests only for OHA calls/texts.
January 28, 2026 - Update: Oricle ‘Need Help’ (Red insert)
Oricle ‘Need Help’ (Red insert)
As of today at 12:30 PM PST, we stopped including the Oricle ‘Need Help’ insert in the package.
January 24, 2026 - Update: Oricle Hearing | Refund Flow Test Update
Effective immediately, please pause sending the refund request link.
For now, let’s revert to our standard return process, which includes:
- Providing the return address
- Sharing a clear and accurate refund breakdown
- Issuing the refund directly
Additionally, please assign the ticket to me if a customer is:
- Questioning or complaining about refunds already issued (based on the refund form)
- Looking for the mentioned return label
- Asking about the promised store credit
January 23, 2026 - Update: Refund Flow Test | Oricle Hearing | EMAIL ONLY
Here’s a quick update regarding the refund flow test:
- Do NOT send the refund request link to customers who purchased Oricle Hearing – Pro Version at $149.98. Only those who purchased it at $189.99 are eligible for the test.
- Do NOT send the refund request link to customers with refundable add-on items (e.g., UV Sanitizer, Bonus Purchase), as these are not part of the offer yet.
Please follow these guidelines carefully to maintain consistency in handling.
January 21, 2026 - Delivered but Not Received: Response Flow
Please follow this 2-layer process for all Delivered but Not Received cases:
First Layer (Always)
- Use the original Delivered but Not Received macro
- Ask customer to check with household members, neighbors, and local post office
- Do not offer replacements or refunds yet
Second Layer (Only after customer confirms it’s missing)
- With Warranty: Offer a one-time reshipment (confirm address) - use Delivered But Not Received - WITH Warranty Macro
- No Warranty: Politely advise no replacement or refund after delivery - use Delivered But Not Received - WITHOUT Warranty Macro
Update:
The macros have been updated to include the delivery confirmation outlined on the Terms and Conditions page of our websites (see sample image below). Please take a moment to review the updates and familiarize yourself with the changes.
Also, a new macro has been added for customers who claim their package was stolen. For these cases, please use the macro “Delivered But Not Received (Stolen Package) – WITHOUT Warranty.
Cascaded by: Georgina & MIchelle
January 21, 2026 - Clarification on Refund Flow Test: Oricle Hearing Aid
Clarification on the statement: “Only customers who ordered a single unit are included in this test”
- Orders are eligible as long as there is only one hearing aid in the order. The key requirement is that the order being returned for a refund includes a single hearing aid only.
- Orders with add-ons such as a UV Sanitizer may still be included. However, orders that include additional hearing aids, such as bonus purchases, are not eligible.
- If the customer does not respond after the link is sent, do not send any follow-up messages.
Additional Information:
- Technical issues—such as “only one side works,” “won’t turn on even when charged,” and similar—are not included in this test. Only customers who have gone through the refund pushback process (i.e., declined the BTE offer) are part of the test.
January 21, 2026 - Reminder: Failed Refund Escalation Sheet – Avoid Duplicate Entries
Please note an issue identified with the Failed Refund Escalation sheet
Important reminders :
- Do not re-enter information if it has already been logged on the sheet, as this creates duplicate entries.
- Any duplicate entry will automatically highlight in pink.
- Use the Follow-Up Dates column to clearly indicate whether the contact is the 1st, 2nd, or 3rd follow-up, and ensure the correct date is entered based on the customer’s follow-up. (See image below)
- Strictly follow the required format when adding entries to ensure consistency and accurate tracking.
Following these steps will help keep the tracker accurate and avoid repeat escalations.
January 21, 2026 - Refund Flow Test: Oricle Hearing Aid
We’re running a test for an additional refund pushback flow via our website. Here’s what you need to know:
- This applies only to customers who have been approved for a refund after going through the refund pushback process (after troubleshooting, BTE offer declined, and still eligible for the return).
- Only customers who ordered a single unit are included in this test.
- After usual pushback handling, send the customer this link to manage their refund: https://n8n.customaistudio.io/webhook/refund-start
- Do NOT process any refunds on our end.
- Paste all tickets into the OHA - Refund Pushback Tagging - Refund Requests (Test) Tab. Customer responses will be reviewed, and next steps will be shared.
Important Reminders: This applies to Email only and for US customers. International orders will be handled through the usual process.
Macro to Use (modify as needed):
Hi Customer,
We completely understand if the upgrade isn't the right fit for you and you'd prefer to proceed with the return instead.
To manage and continue with your refund, please complete the form using the link below:
https://n8n.customaistudio.io/webhook/refund-start
Once the form is submitted, our team will review the details and proceed accordingly.
Should you need any further assistance or have questions along the way, please don't hesitate to reach out—we're happy to help.
Best regards,
Oricle Hearing LLC
January 17, 2026 - Pee Buster Expiry Cases: Refund Guidance
We have received complaints from customers regarding Pee Buster products arriving with expiration dates only a few months away, which limits their usage time.
Current Situation:
- No new batch of Pee Buster is available in inventory.
- Replacement with another product or brand is not an option.
Resolution:
- Do NOT process reshipments for these cases.
- Offer a 50% refund without requiring a return. This is the ideal approach as it allows us to resolve the customer’s concern while minimizing loss. A partial refund is more practical than processing a full return.”
- Please use the macro (modify as needed): PB – Early Expiry (50% Refund)
Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any concern caused regarding your Pee Buster product.
While we understand the expiration date may seem sooner than expected, please be assured that the product remains safe and effective to use. Its performance is not compromised despite the date appearing closer. That said, we completely understand that this situation may not be ideal, and we truly appreciate your feedback.
To promptly resolve this matter, we would like to offer a 50% refund for the item without requiring a return. We understand that returning products can be inconvenient, so this option allows you to retain full use of the product while receiving a reasonable credit, avoiding any delays or additional costs associated with return shipping.
Should this resolution be acceptable to you, kindly let us know at your earliest convenience, and we will promptly process the 50% refund.
Thank you for your patience and understanding. We value your trust and look forward to resolving this for you as smoothly as possible.
January 16, 2026 - Important Reminder: Nova AI Ticket Handling (Email Team)
Please take note of the following guidelines:
Do NOT respond to tickets that have already been fully handled by Nova AI.
- Only respond if Nova escalates and hands off the ticket.
- Escalated tickets will include an internal note with clear instructions on what actions need to be taken.
- These escalated tickets are handled by specific team members to ensure familiarity and proper resolution.
Please also note that Nova AI is active for both Oricle and Splashfoam brands, so both the Oricle Team and Other Brands Team should remain cautious.
How it looks:
- When Nova responds, the reply will appear as sent from Gorgias Bot (see sample image below).
Following this process helps prevent duplicate responses and ensures a smooth, efficient workflow between Nova AI and the CS team.
January 12, 2026 - Product Website Links
Sharing with everyone a consolidated list of our product websites for quick reference. These include both Sticky Order checkout URLs and Shopify storefront URLs (when available).
Please Note:
- Shopify links are known internally as Collection Sites.
- Sticky Order links are marked as Sticki/Sticky.
If there are updates or new products to add, just let us know!
January 09, 2026 - Splash/X-All Refund Pushback Process Update
This is an update on the refund pushback process for Splash Cleaner, Splashfoam Spray, Spotless, and X-All Toilet Cleaner:
- No follow-up emails should be sent after the bundle set offer is made, as this may reduce the chance that the customer will drop the refund.
- If no response is received, simply close the ticket.
- If customer later responds after the 30-day return window, we should still proceed with the bundle offer previously sent.
You can check the guide here:
Refund Splash, Splash Spray, Spotless, X-All - Refund Pushback Process Guide
Cascaded by Yurie
January 08, 2026 - Reminder: Serial Number Collection Handling
Just a quick reminder on how we’ll handle Serial Number (S/N) collection:
Template:
- Please use the template uploaded in Gorgias — do not use your own template or rephrase.
- Macro name: OHA – S/N Request
- The macro is set to snooze and reopen after 24 hours if there’s no customer response. We may then proceed with processing the return/refund.
- The serial number should not be a prerequisite for issuing a return/refund. You can proceed if the customer does not respond within 24 hours.
Documentation:
- Make sure to update the tagging sheet (Note part) as:
- “No response / SN not provided.”
January 08, 2026 - Reminder in handling email marketing
To ensure compliance with email marketing regulations and internal processes, please follow the guidelines below when handling customer inquiries related to Klaviyo marketing email subscriptions:
- All unsubscribe request tickets must be assigned to @Mary Rose for handling.
Adhering to this process is critical to maintaining compliance and ensuring unsubscribe requests are managed correctly.
For the Email Team:
- Please use the macro “General – Unsubscribe Confirmation.”
- Add an internal note stating “Response sent – please unsubscribe”
- Then assign the ticket to @Mary Rose.
Cascaded by: Georgina & Yurie
January 08, 2026 - Reminder: Adding notes in Gorgias and Sticky
When adding notes in Gorgias/Sticky, please make sure they are clear and detailed.
- If the reason is medical, kindly specify what the medical reason is only if the customer mentioned it.
- If the customer did not provide a specific medical reason, simply leave a general note.
This helps ensure accuracy and proper documentation.
January 07, 2026 - New Amazon, Ebay, Walmart 2026 tracking sheet
Please be advised that we now have a new Amazon, Ebay, Walmart 2026 tracking sheet, which is located inside the same existing link. Kindly make sure you are using this updated sheet moving forward.
When escalating any concerns, please ensure the following:
- Use the correct Order ID format
- Provide complete and accurate details to avoid delays in resolution
Incomplete or incorrectly formatted submissions may result in delays, so please double-check all information before escalating.
Cacaded by: Jem
January 06, 2026 - Duplicate Order Confirmations (Shiphero)
Just a heads-up that we’re currently seeing duplicate order entries in Shiphero, which may cause some customers to receive multiple order confirmation emails.
No need to panic—this is only an email/notification issue:
- Only one charge goes through
- Only one order is active
- Only one shipment will be sent
Our team is already working on a fix to stop this from happening again.
- If a customer reaches out about getting multiple order confirmation emails, please use the macro below to reassure them.
Macro: Multiple Order Confirmation Emails
We’re really sorry for the confusion caused by the multiple order confirmation emails you received — we know that can be alarming, and we truly appreciate you bringing this to our attention.
We’ve checked your order and can confirm everything looks good: only one order is active, with a single charge and one shipment scheduled. The extra emails were just a notification issue, and your payment details are completely secure.
There’s nothing you need to do on your end. We’re already fixing the issue to make sure this doesn’t happen again.
If you have any questions or want us to double-check anything for peace of mind, we’re always happy to help. Thanks so much for your patience—we really appreciate it!
January 06, 2026 - Reminder: All returns with refunds issued
I can still see invalid escalations in the Failed Refund Sheet under the BEYOND TAT tab. Proper handling has already been cascaded, however some CSRs are still escalating this incorrectly.
Please remember: If the customer has NOT contacted their bank yet, always inform the customer using the macro “General – Refund Not Received (Beyond TAT)”.
Only escalate the entry on the sheet if the customer has already contacted their bank. Otherwise, the escalation will be considered invalid.
- Invalid entries has been removed from the sheet.
January 02, 2026 - Handling Update: All returns with refunds issued
Following the cascade on 07/02/25 (see image below), all returns with refunds issued — whether full refund less shipping, reprocessing fee, or even 50% for international orders — must be tagged as:
Return > Item Returned > Returned – {specific reason}
Do NOT tag these under:
Complaint > Order Quality > {reason}
Exception: Only if the customer called via the Priority line (OHA) and was advised not to return the package. For other brands, only if customer ordered 1 pack (cleaning products) and was refunded 50%.
For all applicable tickets:
- Add notes in Column I
- In Column D, add: Oricle Priority Support Aircall Phone Call or simply Prio Line
We have also observed refunded orders tagged as Doesn’t Work – No specific reason mentioned. This is not acceptable. You must identify the specific issue the customer encountered. Check Gorgias for prior emails or gently probe the customer for details. If the customer refuses to provide a reason, clearly indicate this in the notes or in your Sticki notes.
Other errors found:
- Incorrect country selected
- Incomplete tagging (refund details missing)
All entries must be accurate and complete. Strict adherence is expected.
December 31, 2025 - Update: TrueFit replacement tips
Please be updated that the size of TrueFit replacement tips is different from the ones included in the customer’s original order. The tips now appear slightly bigger than the initial set.
A macro has been added to address this: OH_TF Tips Size Update
Thank you for reaching out to us. We sincerely apologize for any confusion this may have caused, and we truly appreciate the opportunity to clarify.
Please note that our TrueFit replacement tips have recently been updated to provide a more secure and comfortable fit. The updated set still includes three different sizes (Small, Medium, and Large), along with two replacement tubes. As part of this improvement, the tips may appear slightly larger than those included with your initial order.
We want to assure you that this update was made intentionally to enhance overall fit and performance, while continuing to offer multiple size options to accommodate individual comfort needs.
We hope this explanation helps clarify the difference. If you have any concerns about the fit or need further assistance, please don't hesitate to let us know—we're more than happy to help.
Additionally, the $20.05 reward credit macro has been updated to assure customers that the reward has been applied and that everything is fully set. This helps reduce orders being placed on hold and prevents delays for the fulfillment team.
December 31, 2025 - Announcement: Oricle Hearing Aid 2.0 Pricing Guidance
Please take note of the following official pricing flow for Oricle Hearing Aid 2.0:
- On https://www.oriclehearing.com/ , the price is $199.99.
- If a customer raises a concern about a price difference and can verify that they saw an advertisement showing $99.99, you are authorized to offer a voucher.
Voucher Details (for oriclehearing.com checkout)
- Code: CS99ORICLE
- Value: $100 OFF
- Final price: $99.99
https://www.getoricle.com/checkout
has the Oricle Hearing Aid 2.0 fixed at $99.99 (no voucher required).
Phone Orders:
- You may apply this same pricing when taking orders over the phone.
- Use the voucher only after ad-price verification when applicable.
Please review the attached photo below. Thank you for ensuring consistent pricing and a smooth customer experience across all channels!
December 27, 2025 - Reminder: Splash and X-All ticket handling
Please DO NOT handle refund/return request tickets for the following brands:
• Splash Foaming Cleaner
• Splash Foam Spray
• Spotless
• X-All Toilet Cleaner
If the concern is quality-related, including:
• No foaming action
• Overpowering or chemical odor
• Residue left behind
• Stains not removed / doesn't clean
• Toilet clogged
• Skin irritation
• Powder clumping
• Spray not working
• Bottle leaking
These tickets must follow the designated pushback process and must be added to the separate tagging sheet (OHA-style).
Only dedicated, trained CSRs are authorized to handle these cases.
If you encounter such, please leave it untouched.
December 19, 2025 - Splash Rinse Inventory Update and Replacement Process
- There is no new batch available for Splash Rinse based on the confirmed inventory.
- All existing Splash Rinse boxes are set to expire in March 2026.
Replacement Procedure:
- No need to request a photo or proof from the customer.
2. Do not reship Splash Rinse.
3. Send X All Dishwashing Cleaner as the replacement
Order Creation:
- Get the order # from the Manual Order - Order Number Masterlist here under the Reshipment tab.
- Use the prefix XARMO when processing the replacement and use SKU: MA-XAHCDISHWASH6X20G
Suggested Email below:
Hi [Customer Name],
Thank you for letting us know. We understand how frustrating it must have been to receive a batch with a near expiration date.
We will be sending a replacement for the item(s) you received. Please note that the replacement will arrive in new packaging, so the box may look different or have a slightly different product name. Rest assured, the contents and quality are exactly the same.
The replacement will be shipped to the address we have on file at no additional cost to you. Once the shipment has been processed, you will receive a confirmation email with tracking details so you can follow its progress.
We greatly appreciate your patience and understanding. If you have any questions or need further assistance, please do not hesitate to reach out—we are always happy to help.
December 19, 2025 - Reminder: Manual Order - Order Number Masterlist
Please make sure to fill out all the required information in the Manual Order - Order Number Masterlist.This is really important, especially when we need to quickly verify how many replacements have already been issued to a customer. Also, keeping the tracker complete and accurate helps us identify multiple replacements instantly (duplicates get highlighted in RED!). We want to ensure we’re issuing only one replacement warranty per order.
December 17, 2025 - Pricing Display & Discount Flow Notice
Please be aware that some customers may see a price of $129.99 for OHA 2.0 on our website:
https://www.oriclehearing.com/?chk=v3.1sh
If customers contact us about pricing, please reassure them that they can still avail the $30 discount by signing up on our website.
What customers should expect / steps to follow:
- A pop-out window will appear asking for their email.
- Customers simply need to enter their email and register.
- After signing up, a discount code will be displayed.
- During checkout, customers should:
- Click Checkout
- Enter the code in the Discount Code section
- Click Apply
- Wait for the discount to reflect on the checkout total
Please share this flow with your teams and use it when assisting customers.
Refer to the sample photos below for visual guidance.
December 17, 2025 - Macro for BTE Upgrade for returns due to change of mind
We can now offer the BTE Upgrade for returns due to change of mind, even if the package hasn’t been opened yet.
Macro to use: OH_RP_Cancel_change_of_mind_Shipped
December 13, 2025 - Handling Calls About OHA Pro Special Offers
If you receive a call from a customer mentioning that they got a special offer from our sales team for OHA Pro at 99.99, please follow these steps carefully:
- Probe and gather details:
- Ask for the calling number and the name that contacted them about the offer.
- Politely inform them that our sales team sometimes offers special promotional rates.
- If the customer insists on placing an order for OHA Pro:
- Inform them that the original price is 149.98.
- Offer to place the order on the spot for them at 149.98 with free priority shipping, emphasizing that it will be delivered within 5 days.
- If they wish to wait for the 99.99 offer, inform them that they would need to wait for the sales team to call them back, but we cannot guarantee when this call will happen.
- Maintain a friendly, helpful tone to ensure the customer feels supported.
Here’s a scenario-based sample spiel for easier use:
- Customer mentions the 99.99 offer:
Hi [Customer Name], thank you for reaching out! I understand you received a special offer from our sales team for OHA Pro at 99.99."
- Probe for details:
"Could you please share the number that called you regarding this offer? Our sales team does occasionally run special promotions."
- Customer wants to place the order immediately:
"The standard price for OHA Pro is 149.98. If you’d like, I can place the order for you right now for 149.98 with free priority shipping, and it will be delivered within 5 days."
- Customer insists on the 99.99 offer:
"If you’d like to wait for the 99.99 offer, the sales team will need to call you back, but we cannot guarantee when this will happen."
- Remember: Always probe first, ask for the name & number, offer the immediate order with priority shipping, and clearly set expectations if they wait for the special promo.
Please make sure to follow this process consistently to ensure accuracy and a smooth customer experience.
December 12, 2025 - Proper handling for Amazon, eBay, and Walmart orders
Here’s how we will handle Amazon, eBay, and Walmart orders whenever you encounter customer concerns. The process remains consistent across all three platforms.
When assisting customers, please collect the following details:
- Order ID
- Brand
- Name
- Phone Number
- Customer’s Issue
Once you have the information, escalate the case using the tracker now labeled:
Amazon | Walmart | Ebay Inquiries: https://docs.google.com/spreadsheets/d/1tAIGTeqbeOIzSPu1XgoN2tIvVr_RcEjenzsfiOSlB4E/edit?gid=412929406#gid=412929406
This is the same tracker previously used for Amazon inquiries, just updated to include all platforms.
Please also send a notification in the Slack channel amazon-inquiries, and be sure to specify which platform the order belongs to.
A reminder on platform policies:
We can send messages to customers through Amazon, eBay, or Walmart messaging systems. However, calling customers directly as sellers is strictly not allowed. Please avoid informing customers that anyone from Amazon/Walmart/eBay will call them. Please react with any red-colored emoji to confirm you’ve read and understood this update.
December 10, 2025 - NEWLY ADDED TO KBS: OHA Pro Quick-Start & 30-Day Adjustment Guide
NEWLY ADDED TO KBS!
Oricle Hearing Aid Pro Quick-Start & 30-Day Adjustment Guide
This guide is now live and ready for your reference!
Navigation Path:
- Home Page
- Oricle Hearing Aid Brand Page
- Oricle Hearing Aid Pro Quick-Start + 30-Day Plan
CALL SCRIPT PAGE UPDATED!
The Delivered-But-Not-Received Call Handling Spiels is now available to help you navigate tricky “delivered but missing” concerns with empathy and confidence.
- Home Page
- Resources
- Call Scripts
Delivered-But-Not-Received Call Handling Spiels
Please take a moment to review these updates so you’re equipped with the latest tools for excellent customer service.
December 09, 2025 - Updated Positive Scripting for Amazon Refund Handling (Call CSRs)
Please follow this updated procedure and positive scripting when handling refund-related calls for Amazon orders. This includes the correct flow for data gathering and the enhanced first spiel.
1. Initial Data Gathering
When a customer calls about a refund:
- Confirm if the order was placed on Amazon.
- “Just to guide you properly, was this order placed through Amazon?”
- If YES → Only ask for the Amazon Order ID first.
- “May I have the Amazon Order ID so I can check this for you?”
Do NOT gather full order details yet.
Those will be collected after the main spiel.
2. Primary Positive Script – Explaining the Process (with Amazon policy added)
Once the Amazon Order ID is provided and verified:
CSR Positive Spiel (FIRST approach):
"Because this order was placed through Amazon, their Customer Privacy and Messaging Policies require that all refund requests be handled within the Amazon platform. Their system is designed so the seller can respond and process the request accurately and quickly."
Follow immediately with the rest of the positive scripting:
"No worries—refunds should be easy. You just need to initiate a quick message through your Amazon platform to start the refund process."
"You can reach the seller by going to ‘Your Orders’ on Amazon and sending them a quick message. While you do that, I’ll also take your Amazon order details here so we can escalate this to our Amazon team. This way, you're supported from both sides and the process moves along as quickly as possible."
3. Full Order Detail Gathering (AFTER the spiel above)
Only after delivering the main spiel, gather the following:
- Full Name on the Order
- Email Used on Amazon
- Item Purchased
- Date of Purchase
- Reason for Refund
- Customer Callback Number
4. If the Customer Insists We Should Handle It (due to leaflet/instructions)
CSR Acknowledgment + Positive Clarification:
"Thank you for sharing that, and I completely understand why you reached out. Let me help make this easy for you."
"Since this order was placed on Amazon, their Customer Privacy and Messaging Policies require that refund requests be handled directly on the Amazon platform. This helps ensure the request is processed correctly within their system."
"But no worries—we’re still here to support you. I already have your Order ID, and I’ll take your full order details so we can escalate this to our Amazon team as well. Sending a quick message to the seller on your Amazon account will help move everything along faster."
Please use these updated spiels to provide clear and consistent guidance for all Amazon refund-related calls.
December 05, 2025 - Handling Update on Monthly Subscription Cancellation (All Brands)
If a customer calls or emails requesting to cancel their subscription, please proceed with the cancellation. There is no need for pushback or attempts to save the subscription.
Effective immediately..
December 04, 2025 - Important Reminder: Orders on Operator Hold
For Customer Support:
Please ensure that you lift the Operator Hold in ShipHero once you have fully resolved the customer’s concern. Whether the order has been modified or canceled, the hold must be removed.
It is also essential to check if the order you are handling is already on any type of hold, as it may have been placed there by a previous agent or another department. Doing so helps ensure the correct resolution is applied and prevents fulfillment delays or confusion caused by multiple orders remaining on hold unnecessarily.
For Admin:
I have removed unnecessary tags from the sheet, specifically "On Operator Hold," as it was slowing down the process. Kindly ensure that proper follow-up is in place so unresolved orders can be canceled efficiently. If you are unable to locate the ticket or have not taken any action yet, please leave it blank so we can review it during retro checking.
December 03, 2025 - Update: Refund Follow-Ups & Escalation Handling
Please be reminded that when dealing with customer-specific refund follow-ups, it is essential that we handle each interaction with full awareness and ownership.
Avoid Shortcut Responses
If a customer reaches out—whether through chat, email, or a phone call—do NOT immediately resort to saying, “We’ll escalate this and create a follow-up.”
As CSR professionals, it is our responsibility to understand the context of the request, not just pass it along.
Before taking any action, make sure you:
- Review the existing refund request in detail
- Check how many follow-ups have already been created (Sticky notes)
- Identify how long the case has been pending
- Confirm whether the issue has already been escalated on the Refund Follow Up sheet
This helps us avoid repetitive follow-ups, unnecessary escalations, and customer frustration.
If multiple customer-specific follow-ups exist
- If you see more than one follow-up for the same customer’s refund and the case has already been escalated, notify your Team Lead for additional help when it comes to investigating their refund.
Also, take initiative to backtrack the entire case history to understand what went wrong and what is still pending.
If you believe the case may require additional support or management intervention, escalate appropriately.
Being proactive helps us prevent delays and most importantly, avoid chargebacks, which is the last thing we want.
By being attentive, thorough, and customer-focused, we can:
- Prevent repetitive follow-ups and customer frustration
- Avoid unnecessary escalations
- Reduce the risk of chargebacks
- Improve customer experience and service quality
- Strengthen internal communication and accountability
December 03, 2025 - Reminder: Notes From “Only Calls” in Sticky
If you notice any notes in Sticky coming from the account “Only Calls,” these entries are created by our offshore Sales team. Their role focuses mainly on sales-related inquiries, so there may be times when they advise customers to contact our Customer Support hotline for troubleshooting, follow-ups, or assistance outside their scope.
When handling these interactions:
- Please make sure to offer your best support and guide the customer through their concern.
- If the customer mentions the name of any sales agent they spoke with previously, kindly acknowledge their experience with respect and professionalism.
- Maintain a friendly, helpful tone to ensure the customer feels assisted from start to finish.
December 02, 2025 - Reminder: Invalid Refund Escalations (Beyond TAT)
We’ve noticed an increasing number of refund cases being incorrectly escalated as “Beyond TAT.” To ensure proper handling and avoid unnecessary escalations, please review the correct process below.
Refund Timeframes (Important Reminder)
Refund posting timelines vary depending on the customer’s bank or card issuer:
- Standard Refund Posting: 3–10 business days
- Extended Posting Window: Up to 21 business days, depending on the bank’s refund policy
These timelines are outside our control once a refund is processed and accepted by the customer’s bank.
When the Refund Is Successful
If the refund shows as successful in our system:
- It means the refund was processed on our end and accepted by the customer’s bank.
- Posting delays are solely dependent on the bank/card issuer’s internal timelines.
- Agents should not escalate these cases unless there is a clear system error.
Required Handling Using the Macro
Please use the macro:
General – Refund Not Received (Beyond TAT)
Make sure to:
- Assure the customer that the refund was successfully processed on our end.
- Provide full refund details from the Sticky history, date of refund, amount and including the Trans ID (Transaction ID). (see image below)
- Highlight that the Trans ID can be given to their bank as a reference.
- Confidently refer the customer to contact their bank for updates on the posting timeline.
- Reinforce that since the refund was already processed and accepted, their bank is the best source for further information.
Goal of This Process
To ensure customers receive clear, accurate guidance while preventing unnecessary escalations for refunds that were already processed successfully.
Correct Handling Summary
- Check if the refund shows as successful → If yes, no escalation.
- Use the correct macro.
- Provide refund details + Transaction ID.
- Assure the customer and direct them to their bank for posting updates.
December 01, 2025 - TrueFit BTE Essential Quick-Start & 30-Day Adjustment Guide
We’ve also added the OHA TrueFit BTE Essential Quick-Start & 30-Day Adjustment Guide to our KBS!
This new guide is now available for quick reference during customer support and troubleshooting.
- Home Page
- Oricle Hearing Aid Brand Page
- OHA TrueFit BTE Quick-Start + 30-Day Plan
OHA TrueFit BTE Quick-Start + 30-Day Plan
Please take a moment to explore the update.
November 29, 2025 - Oricle Hearing Aid Size Guide is now in KBS
The Oricle Hearing Aid Size Guide is now live and available in KBS .
You can find it by navigating to:
Home Page → Oricle Hearing Aid brand page → OHA Ear Dome Size Guide
November 27, 2025 - Reminder on Amazon Customer Contact Policy
We’ve noticed that some customers are expecting phone calls, and this is causing confusion. To clarify:
SELLERS ARE NOT ALLOWED TO CONTACT AMAZON CUSTOMERS VIA PHONE CALL.
As per Amazon’s Customer Privacy and Messaging Policies:
- We cannot call customers.
- We cannot send SMS or contact them through external platforms.
- Even if the customer’s phone number appears in the order details, we are not permitted to use it.
Allowed Communication:
We may only reach customers through:
- Amazon Buyer-Seller Messaging, when allowed
- Messages initiated by the customer
Action Needed:
Please ensure:
- Do NOT advise customers that we will call them.
- Always remind them that communication is done exclusively via Amazon messaging.
- Check the Amazon Inquiry Sheet for handling instructions, especially for follow-ups.
This ensures we remain fully compliant with Amazon policies and avoid any account risks. Please react with any food emoji to this post so I can confirm you have read, understood, and acknowledged this reminder.
November 26, 2025 - Reminder for Email Ticket Handling: Nova AI
If Nova AI (Gorgias Bot) has already responded to the customer and there is no follow-up message from their end, there is no need for us to send an additional response. Doing so would be redundant and unnecessary.
Maintaining clean and efficient communication is essential. Let’s ensure we avoid unnecessary replies and stay focused on tickets that genuinely require action.
There is a sample ticket below for your reference. ↓
November 25, 2025 - Amazon Inquiry Update
We’ve added a new Status Legend inside the Amazon Inquiry Sheet. This update includes detailed explanations for each status we apply when handling Amazon escalations, along with clear action steps on how to properly assist customers if they reach out again.
Each status is explained with:
- What it means
- What CSR should do if the customer follows up.
This is to ensure everyone stays aligned, provides consistent communication, and knows exactly how to handle follow-up inquiries.
Please take a moment to review the new sheet so you’re familiar with all status definitions and the corresponding CSR actions.
November 22, 2025 - Reminder: Strict Compliance Required : Proper and correct use of SKUs
Please ensure proper and correct use of SKUs at all times. Correct SKU usage is critical for smooth operations and customer satisfaction.
- When modifying orders or processing a reshipment, always use the SKU from the mother SKU.
For example (based on the image below): If an order was changed from 2 Packs to 1 Pack, the correct SKU should be 1X-XMPC-MPC-CHK.
- Do NOT use subscription SKUs if the customer does not have an active subscription.
- Double-check your work at all times. This helps prevent errors that affect fulfillment and overall team efficiency.
- If you notice any errors or need clarification, reach out to your Team Leads immediately.
‼️ Incorrect SKU usage directly impacts team performance and the customer experience. Your attention to detail is crucial.
Let’s all follow this with strict compliance and accountability.
November 22, 2025 - Oricle Issue Handling Guide
Dizziness & Headache While Using Hearing Aids
Call Flow:
- Acknowledge & Empathize
- Ask Probing Questions
- Provide Explanation + Troubleshooting Tips
- Reinforce 21-Day Adjustment Program
- Advise Medical Consultation When Needed (Safety)
- Offer Upgrade (If Applicable)
Ask Probing Questions (MUST ASK FIRST)
Start by calmly assessing the situation and gathering basics.
Ask:
- “Did you experience the dizziness after using the hearing aid?”
Purpose: rule out unrelated medical causes and understand whether the device might be contributing.
- “How long have you been using the hearing aid, and about how many hours a day do you wear it?”
Purpose: determine where they are in the 21-day adjustment program.
Many discomfort issues come from wearing the device too long too soon.
Provide Explanation + Troubleshooting Tips
A. If the customer reports dizziness:
"I understand how uncomfortable dizziness can feel. This is more common for people with hearing loss because the hearing and balance systems are closely connected. When you start using a hearing aid, it may feel more noticeable at because:
- Your brain is adjusting to new sounds. Sudden increase in sound can cause brief dizziness.
- Inner ear sensitivity. If your hearing loss involves the inner ear, the hearing aid may temporarily make balance issues more noticeable.
- Adjustment period. It takes time for your brain to get used to clearer, louder sounds. Mild dizziness usually improves over time.
Troubleshooting Steps:
- Recommend following the 21-day adjustment program strictly.
- Suggest wearing the hearing aid for shorter periods, then gradually increasing the time.
- Encourage the customer not to increase the volume too quickly.
- Check whether they are wearing it for long hours too early, which can overstimulate the brain.
"Mild dizziness during the adjustment period is normally temporary. If this becomes severe or happens even without the hearing aid, it’s best to consult a medical professional to rule out any underlying issues."
B. If the customer reports headache:
"I understand headaches can be really uncomfortable, and this can happen when you’re adjusting to a new hearing aid. This is common because:
- Your brain is processing new sounds again. The sudden clarity and loudness can cause temporary strain, which may lead to headaches.
- Sound sensitivity. If you haven’t heard certain sounds for a while, your brain may feel overstimulated at first.
- Adjustment period. It takes time for your brain to get used to the new volume and clarity. Headaches usually improve as you continue wearing the device.
Troubleshooting Steps: (Same as above)
“Headaches during the adjustment period are usually mild and temporary. If a headache becomes strong, persistent, or feels unrelated to sound, it’s unlikely caused by the hearing aid alone. In that case, it’s best to take a break from using it and speak with a medical professional.”
Offer an Upgrade (If Applicable)
Use only after probing + troubleshooting.
CSR Upgrade Script:
“If you’d like a more comfortable and smoother experience, we do have an upgraded model, the OHA BTE, designed with:
- Softer sound processing
- Better clarity with less strain
- Improved noise balancing to reduce sound overload
If you'd like, I can help you check an upgrade option that may fit your hearing needs more comfortably.”
Important Safety Notes
These points are medically safe, non-diagnostic, and based on widely accepted audiology principles:
Mild dizziness or headaches can occur during hearing aid adaptation because the brain is relearning how to process sound.
Symptoms are usually temporary, especially in the first weeks.
Severe or persistent symptoms should always be referred to a medical professional.
A hearing aid does not normally cause severe headaches, but volume overload or incorrect usage can contribute to discomfort.
Following the 21-day adjustment program is crucial in preventing overstimulation.
Cascaded by: Brai
November 21, 2025 - UPDATE: MANUAL ORDER CREATION - ORDER NUMBERS
All Splash products - Toilet Cleaner, Spray, Spotless,Rinse, Tablet, all Splash Brands must be created using the "SPMO" prefix, the rest of the other brands remains unchanged.
The same rule applies to Reshipment and Warranty orders.
The Oricle Manual Order - Order Number Masterlist has been updated.
Reminder: Strict compliance is required. Failure to follow this guideline may cause confusion for our warehouse/supply team and lead to inventory discrepancies.
November 21, 2025 - REMINDER: Proper Escalation for AMAZON Inquiries
Just a quick reminder regarding the proper process for filling out and escalating concerns in our Amazon Inquiries Sheet.
1. Please fill out all information under the correct columns
Ensure details like Order ID, Brand, Channel, Customer Name, Email, Phone Number, Customer Issue, CSR Name, and Date are placed in the correct fields.
2. Use the correct Amazon Order ID format
Please follow this format exactly:
123-1234567-1234567
Double-check the format before submitting.
3. Always make sure to complete your entries
Please fill out all required fields for every Amazon-related concern you log.
If an entry is not needed or isn’t related to Amazon, kindly remove it instead of leaving it incomplete.
4. For customer follow-up calls/emails
If a customer calls saying they weren’t contacted through Amazon,
please check the request sheet first.
If you see the remark:
“Cx opted not to receive messages”
Please explain to the customer:
“We attempted to reach out through Amazon, but it looks like your settings currently block messages from sellers. You can update these settings in your Amazon account so we can contact you.”
If the customer says they will update their settings,
please re-escalate the case in the sheet and tag me in the amazon-inquiries channel.
Let’s make sure we follow this process for proper escalation.
Following this process ensures:
- Customers receive timely and accurate assistance
- We avoid duplicate work and missed follow-ups
- Escalations are clear, organized, and actionable
- Everyone on the team can track status and updates without confusion
November 20, 2025 - Updating of Slack Profile
To help with clarity and collaboration across teams, please take a moment to update your Slack profile:
- Full Name: Set your Slack full name to your actual full legal name.
- Display Name: Set your display name to your real first name only.
This helps ensure people can easily find and identify each other, especially in cross-functional channels. Thanks for taking a minute to update this!
November 19, 2025 - Handling update for Shopify Refund Requests
Please avoid escalating orders or subscriptions to Shopify Refund Requests if they can be found in Sticky.
Make sure to exhaust all possible search methods before escalating.
If the order doesn’t show up under the customer’s email, search by name or any other available details.
Let’s stay thorough and double-check before submitting any requests.
November 19, 2025 - New product update: Q4 2025
we’ve added several new product updates to our Knowledge Base System (KBS)!
Please review the details below and familiarize yourselves with the latest references:
1. OHA Page
- OHA Sanitizer Dryer Manual – Added
- OHA Sanitizer Dryer (New Model) – Added
2. X-All Page
- X-All Mold Stain Remover Manual – Added
- X-All Air Pure Purifier Manual – Added
- Barks No More Dog Poop Bag – Added
- Splash Degreaser Page – Added
- Product List Q4 2025 – Added
Please check these updates at your earliest convenience to stay aligned with the latest product information.
November 14, 2025 - Denta Blast: Pushback handling
We will now be implementing pushback handling for customers requesting a return and refund for their Denta Blast orders.
Our pushback offer will be an exchange:
2 bottles of Best Breath for every 1 Denta Blast returned.
Process:
• Customer must return the Denta Blast.
• Once proof of return is provided, we will proceed with shipping the Best Breath replacement.
• Please note: No reprocessing fees or refunds should be issued for these cases.
November 14, 2025 - Do NOT Take Action on Amazon Orders in ShipHero
Quick reminder that Amazon orders in ShipHero should not be touched for any reason.
You may view Amazon orders, but please do NOT:
- Modify them
- Cancel them
- Update any details
- Trigger any actions
Amazon orders must remain untouched. For Amazon related concerns, you may reach out to Jem for further assistance and clarification.
November 13, 2025 - Order Lookup Guidelines – Handling Procedure for Amazon Customers
All Amazon customers who contact us regarding an order placed through Amazon must now be escalated. When handling these inquiries, please ask the customer to provide the following details, and log the information in the designated sheet:
AMAZON Order ID
Brand
Full Name
Email Address
Contact Number
Issue
Additionally, kindly inform the customer that they will be contacted by our Amazon Support Team regarding their inquiry.
To streamline this process, we will be setting up a dedicated Slack channel for amazon-inquiries . Please make sure to escalate every call or email related to Amazon orders and log the details on the sheet.
Once you receive an Amazon-related inquiry, notify Jem immediately so we can ensure prompt follow-up.
Please tag properly and put "Amazon" in the notes.
November 13, 2025 - Order Lookup Guidelines – Sticky.io & ShipHero
Goal: Quickly locate the customer’s order in Sticky.io or ShipHero while keeping the call smooth, professional, and frustration-free.
Step 1: Start with Primary Identifiers
Politely ask for the following details in order:
1. Phone number (used at checkout)
If not found, ask for an alternative phone number.
2. Email address - If not found in Sticky.io, check ShipHero (for Shopify orders).
3. Order placement method – Ask if the order was placed directly on our website or via Amazon. (for Amazon orders, follow Amazon order handling protocol.)
Example:
“May I have the phone number or email address used to place the order so I can quickly pull it up for you? Also, was this order placed directly on our website or through Amazon?”
Step 2: Use Secondary Details if Still Not Found
If the order still doesn’t appear, try:
- First and/or last name
2. Date the order was placed
3. Order number from the confirmation email or receipt
“Could you please confirm when you placed your order or the name it might be under? That’ll help me search faster.”
Step 3: Verify Payment Status
If no record is found after checking both systems:
- Ask if their card was charged.
2. Request the last four digits of the card used.
3. Politely ask them to email proof of the charge (such as a screenshot or bank statement showing the transaction) to our support email.
“I wasn’t able to locate the order yet—could you please confirm if your card was charged? If so, please send a screenshot or proof of the charge to us via email at [support email]. That will help us trace it right away.”
Step 4: Keep the Call Efficient
Avoid long silences, and update the customer while searching.
If searching takes longer than 2 minutes, reassure them:
“I’m still checking both systems for you, thank you for your patience.”
If the issue requires more time, offer to follow up by email instead of keeping them on hold.
Key Tips to Avoid Frustration
Always confirm details before searching to avoid using incorrect info.
Maintain a calm and friendly tone.
Thank the customer each time they provide information.
Never share another person’s details or order information.
If proof of payment is required, remind them they can send it to us via email for faster resolution.
November 08, 2025 - OHA Marketing Email (Customer Credit Voucher)
Please be informed that some of our customers may receive a marketing email from OHA regarding a $289.99 credit.
This credit serves as a voucher that customers can apply toward their purchase.
Originally, our product is priced at $579.98, but with the $289.99 voucher, they can avail it for only $289.99 when purchasing through this link:
https://bte.oriclehearing.com/checkout?lang=en&c=us
Kindly note and remind customers that this credit voucher is non-refundable and non-convertible to cash.
Please refer to the sample call spiel and email template below when assisting customers:
Call Spiel (Short Version)
“Thank you for calling Oricle Hearing! The $289.99 credit you received is a voucher that you can use toward your purchase. The product’s original price is $579.98, but with your credit, you’ll only pay $289.99 when you order through our website: https://bte.oriclehearing.com/checkout?lang=en&c=us
Please note that the voucher is non-refundable and non-convertible to cash.”
Email Template
Hi [Customer’s Name]
We’re glad to inform you that you’ve received a $289.99 credit voucher from OHA!
This voucher can be used toward your purchase of our product, originally priced at $579.98.
With your $289.99 voucher, you’ll be able to get it for only $289.99 when you order through this link:
Please note that this credit voucher is non-refundable and non-convertible to cash, and is only applicable for online purchases through our website.
If you need help completing your order, just reply to this email or give us a call — we’ll be happy to assist!
Note: This credit works similarly to the $20.05 credit that we usually offer to our customers — it functions as a purchase voucher, not a cash refund.
Secure Checkout - Oricle TrueFit Hearing Aid
November 07, 2025 - Update: OHA Hotline Now Open 24/7
Please note that a new insert has been added to all OHA packages. Along with this update, the OHA hotline will now be available 24/7, effective immediately.
When speaking with customers, kindly inform them of the new hotline hours and ensure they’re updated accordingly.
November 06, 2025 - Updated Links for Replacement Tips
Please take note of the updated links for the replacement tips below:
OHA 2.0 and Pro Replacement Tips:
https://www.oriclehearing.com/collections/replacement-tips/products/replacement-tips
OHA BTE Replacement Tips:
https://www.oriclehearing.com/collections/replacement-tips/products/true-fit-tips
Important: When customers purchase the BTE replacement tips, the tube will be included as well.
Please make sure to use these updated links when assisting customers with replacement tip inquiries or purchases.
November 03, 2025 - Truefit BTE: Maintenance and Cleaning Guide
The Maintenance and Cleaning Guide for our OHA BTE device is located in the User Guide, pages 88–94.
This section provides step-by-step photo instructions on how to clean, care for, and disassemble each part of the device.
When assisting customers, please remind them to be extra careful when pinching and snapping the tube, as it can be slightly difficult to pull out. They should also avoid bending the tube excessively to prevent damage.
Click the link below for a quick preview of the guide pages.
BTE Maintenance and Cleaning Guide
For Call and Email Teams — Cleaning and Tube Removal Tips
When guiding customers, please walk them through these key steps:
- Removing the tube:
- Hold the curved part of the tube near the ear hook (not the thinner section).
- Gently pull it downward and away from the device to remove it.
- Avoid twisting or bending the tube while pulling to prevent cracking or damage.
- Cleaning the tube:
- Use the black filament included in the package to clean the inside of the thin tube.
- Gently insert the filament through the tube to remove any earwax or debris buildup.
- Wipe the outside of the tube with a soft, dry cloth if needed.
- Allow the tube to air dry completely before reattaching it to the device.
- Reattaching the tube:
- Align the end of the tube with the connector on the device.
- Push it in gently until it fits snugly or clicks into place.
Email Template You Can Use
_________________________________________________________________________
Thank you for reaching out! You can find the Maintenance and Cleaning Guide for your OHA BTE device on pages 88–94 of the User Guide. This section includes detailed photos and step-by-step instructions.
Here's a quick guide to help you remove and clean the tube safely:
Removing the tube:
- Hold the curved part of the tube near the ear hook (not the thinner section).
- Gently pull it downward and away from the device to remove it.
- Avoid twisting or bending the tube while pulling to prevent cracking or damage.
Cleaning the tube:
- Use the black filament included in the package to clean the inside of the thin tube.
- Gently insert the filament through the tube to remove any earwax or debris buildup.
- Wipe the outside of the tube with a soft, dry cloth if needed.
- Allow the tube to air dry completely before reattaching it to the device.
Reattaching the tube:
- Align the end of the tube with the connector on the device.
- Push it in gently until it fits snugly or clicks into place.
Please make sure to handle the tube with care, as it may be slightly tight when removing or reattaching. Avoid bending or twisting it excessively to prevent damage.
If you have any questions, feel free to reach out anytime!
___________________________________________________________________________
Let’s make sure every customer gets clear, accurate guidance on how to care for their OHA BTE device! Consistent and careful communication helps prevent damage and ensures the best user experience.
October 31, 2025 - Handling update for Serial Number Collection
Handling update for Serial Number Collection
Old: we collect sn of oricle with issues (all types)
New: we will only collect technical-related issues below
- Doesn't work - Only one side works
- Doesn't Work - Won't turn on, even when charged
- Doesn't Work - Volume doesn't work
- Doesn't Work - Not Charging - Case to Hearing Aids
- Doesn't Work - Not Charging - USB to Charging Case
Old: we ask for serial number as first response without letting the customer know that we are assisting them with their refund.
New: Follow our standard process flow:
- Acknowledge the cx, Address the issue, troubleshoot and resolve.
- If troubleshooting worked, no need to get SN
- If not and ends up on return/replacement/refund as the resolution, ask the SN
2. Proceed with refund/reshipment and send this:
I'm so sorry to hear that didn’t work out. I’m going to process your refund/return/reshipment now.
To help us improve our product, could you please send the SN number? It’s located on the back of the hearing aid charging case and starts with the letters “SN.”
It’s written quite small, so we really appreciate your patience in finding it. You can also just snap a clear photo of the back of the case and attach it — we’ll handle the rest for you. Thank you so much for your help!
3. After receiving the SN, thank the cx and go ahead with the processing of return/refund/reshipment and confirmation.
October 29, 2025 - New $99.99 Credit Codes Added to ORICLE Master Sheet
10,000 new $99.99 credit codes have been added to the ORICLE CX Discount Code Master Sheet. Please notify when other credit codes run low. Continue offering credits to drive upgrade opportunities.
October 28, 2025 - Reminder: Obtain Oricle Hearing Aid Serial Number Before Refund
Please make sure to obtain the serial number of the Oricle Hearing device before issuing any refund to customers who report complaints or issues with the product.
Kindly include the serial number when tagging a refund resolution, as this helps us proactively identify and address any potential issues related to specific batches.
To avoid multiple follow-ups, please also add the serial number as an internal note in Gorgias or Sticky.
October 25, 2025 - Oricle Hearing Aid: Supplement Information
More information about the Oricle Supplement: OHA Supplement Information
October 17, 2025 - Reminder: Hubstaff Detects Simulated Activity and Behavioral Patterns
This is a quick reminder that our Hubstaff monitoring doesn’t just look at mouse movement, mouse jigglers, or fake activity applications, — it detects overall behavioral patterns, including long, unnatural key or mouse holds, looping actions, or other signs of simulated activity.
If anything appears non-human or artificially generated, it will be flagged for review.
We’re not here to control anyone — but we do expect honesty. Any intentional attempt to fake productivity is taken seriously and may lead to termination
October 17, 2025 - Refund Process and Escalation Reminders for Returned Items
Key issues that need immediate attention:
Return Instructions Without Refunds:
- There have been instances where return instructions were sent to customers, but the refund was not initiated. Please make sure to process the refund immediately after sending return instructions to avoid potential chargebacks .
Incomplete Refund Escalations:
- Some refunds were noted on Sticky as "escalated," but were not added to the Shopify Refund Requests escalation sheet. Please ensure that if an order is not found in Sticky but was created in Shiphero, you manually escalate it to our escalation sheet below:
Accuracy in both steps is critical to avoid customer dissatisfaction and financial discrepancies.
Cascaded By: Kohleen
October 17, 2025 - FDA Registration for Oricle Hearing Aid Now Available in KBS
The FDA Registration for the Oricle Hearing Aid is now available in our Knowledge Base System (KBS).
To access the document:
1. Go to the KBS Home Page.
2. Navigate to Oricle Hearing Aid.
3. Scroll down and look for “OHA FDA Registration”.
Please ensure you're familiar with the document and refer to it as needed.
October 17, 2025 - OHA Returns: Add Serial Numbers to Notes Section (Tagging Sheet)
Let's start taking note of the Serial Number of Oricle Hearing Aids whenever we receive complaints or issues from the customers. The Serial number can be found on the charging case of the hearing aids. Please put them in the notes section of our tagging.(see link below) Effective immediately.
October 09, 2025 - Notes for Order on Operator Hold
If an order needs to be placed on Operation Hold, please make sure to add the reason in the Notes section (Gift note section in SH) after selecting the hold. There’s no need to include the PayPal or sticky order number.
For strict compliance.
October 07, 2025 - Sales Tracking & Call Procedures
Please be reminded of the followin:
- SMS CB ESCALATED NUMBERS
Please make sure that all numbers requesting for Outbound Sales are properly logged under the SMS CB ESCALATED NUMBERS tab. This allows us to track and manage all callback requests efficiently.
- Email Callback Requests
For customers from email requesting a callback, please leave a note on the sheet — but remember, this sheet is solely for sales calls only.
Any cancellation or refund requests should still be processed and handled through email, not logged on the sheet.
- $20.05 Credit Explanation
A gentle reminder to always take time to explain how the $20.05 credit works to customers. Doing this helps us minimize the need for outbound calls and reduce AHT.
- Inbound Sales Tab
astly, all CSRs who successfully placed an order through an inbound call should log their entries on the OUTBOUND SALES SHEET under the “Inbound Sales” tab.
This helps us maintain a clear overview of the sales we’re receiving through inbound calls weekly.
October 06, 2025 - Hubstaff tracking
Please be reminded of the following important updates regarding Hubstaff tracking:
- Final Hubstaff Records
- The Hubstaff logs of our CSR teams will now serve as the final basis for timekeeping.
- No Manual Adjustments
- Missed clock-ins/outs, OB, idle time, or late starts will no longer be adjusted manually.
- Extensions will not be allowed, as manual scrubbing is already discontinued.
- Overtime (OT)
- Overtime must be notified and approved ahead of time to be included in the plotted authorized hours.
- Unnotified OT will not be honored.
- Fixed Hours
- Payment will be based strictly on the shift reflected in Hubstaff.
- Standard worked hours are 7.5 hours. Falling below this will result in an abandoned shift and deduction from pay.
Please manage your working hours responsibly and ensure you are properly logged in/out in Hubstaff to avoid pay deductions.
October 06, 2025 - Returns of International Orders NEW UPDATE
Please note the NEW UPDATE for Returns of International Orders:
Previously, under our Refund Pushback process, customers with international orders were not required to return their products due to the high cost of international shipping. Instead, we offered the highest discount credit for Oricle Hearing Aid and the highest bundle offer for Splash Cleaner, Splash Spotless, Splash Spray, and X-All Toilet Cleaner. If the customer declined, we proceeded with a full refund without requiring a return.
What’s NEW:
We will still offer the same credit and bundle options first. However, if the customer declines, we’ll now provide an additional offer where we emphasize our Return Policy and Terms & Conditions, noting that returns include a $4.95 reprocessing fee and that the customer is responsible for return shipping costs.
As a gesture of goodwill, we can instead offer a 50% refund without requiring a return and waive the reprocessing fee. This saves the customer the hassle of returning the item and avoids additional charges.
(This applies only to shippable items. Intangible items such as expedited processing, priority checkout, or warranty are excluded.)
Please use the following macros as your guide:
- OHA – Int’l Upgrade Declined
- SPLASH – Int’l Bundle Declined (change the brand name as needed for Splash Spotless, Splash Spray, and X-All Toilet Cleaner)
For Oricle Hearing Aid:
Yes: If the customer accepts the partial refund offer, process the refund — no restocking fee and no need to return the product.
No: If the customer insists on returning for a full refund, use the OHA – Return (Within 30 Days) macro. Provide the return address and process the refund with the $4.95 reprocessing fee.
(If the customer later chooses not to return the item, that’s fine — no need to mention this upfront.)
For Splash Cleaner, Splash Spotless, Splash Spray, and X-All Toilet Cleaner:
Yes: If the customer accepts the partial refund offer, process the refund.
No: If the customer declines the bundle offer, follow the usual handling - Refund Without Returning the Product using the SF_RP_FULLREF macro.
October 03, 2025 - Ongoing postal strike in Canada
We’re currently experiencing an ongoing postal strike in Canada, which has led some customers to request cancellations. However, since most of these orders have already been shipped, we’re no longer able to cancel them.
For the meantime, kindly use the response below (feel free to adjust wording as needed):
Thank you for reaching out.
We understand your concern regarding the current Canada Post strike. Unfortunately, once a parcel has arrived in Canada and is with Canada Post, we're unable to cancel or recall it from our end.
We're closely monitoring the situation, and parcels will resume movement as soon as operations allow. We truly appreciate your patience and understanding during this delay.
We can also issue a $10 credit to the customer for the delay and inconvenience.
Suggested addition to your response:
We've issued a $10 credit to your order as a token of appreciation for your patience and understanding during this delay.
October 02, 2025 - Order Modification Reminder
Reminder: When modifying an order, always double-check customer info, items, pricing, and delivery details before saving. Accuracy first—let’s prevent errors. Thanks team!
September 23, 2025 - Canada Orders (Incoterms)
This is a gentle but strict reminder that for all orders coming from Canada, the Incoterms should always be tagged as DDU (Delivered Duty Unpaid) and not DDP (Delivered Duty Paid).
Please apply this rule in the following cases:
- When creating manual orders
- When checking/confirming orders
- When making any modifications
If you notice any order tagged as DDP, please make sure to update it to DDU immediately.
Quick Difference Refresher:
- DDU (Delivered Duty Unpaid): Seller delivers goods to the buyer’s country, but the buyer handles and pays for import duties, taxes, and customs clearance.
- DDP (Delivered Duty Paid): Seller takes care of everything, including delivery, import duties, and taxes—buyer just receives the goods.
As we do not shoulder any import taxes or customs clearance, it is essential to tag all Canada orders as DDU for proper compliance.
September 20, 2025 - Operator Hold due to Back Orders (BO)
Please be aware of the updated process for managing orders placed on Operator Hold due to Back Orders (BO).
Below are the steps to follow if you come across an order on hold because of a backordered item.
Steps to Follow:
1. Check the Reason for Hold :
a. Confirm if the order is placed on hold due to a backordered item. You can verify this by checking the Total Backordered section in Shiphero (refer to the image below for guidance).
2. Locate the Product in the SKU Sheet :
a. If the reason for hold is Back Order, go to the Product Base/Main SKUs Sheet.
b. Search for the backordered item and locate its available replacement.
3 .Replace the Backordered Item :
a. Copy the Main SKU from the sheet for the replacement item.
b. Add this replacement item to the existing order in SH to replace the original backordered item
.4. Update Quantity & Price :
a. Make sure to adjust the quantity and price of newly added item(s) and match it with the order created in sticky.
b. Important: All items in the Main SKU sheet default to a quantity of 1, so make sure to correct this if necessary.
5. Cancel the Backordered Item :
a. Once the replacement item is added, click the red CANCEL BUTTON next to the backordered item to remove it from the order.
6. Remove the Order from Operator Hold :
a. After the replacement item has been successfully added, remove the order from Operator Hold to finalize the process.
Key Notes:
- Identify the Back Order (BO) .
- Use the Main SKU Sheet to find a replacement item.
- Match the quantity and price correctly for the new item.
- Cancel the backordered item from the order.
- Remove the order from Operator Hold once the replacement has been made.
Understanding Main SKUs vs Sub SKUs:
To help streamline the process, here’s a quick guide on the Main SKU and Sub SKU system:
Sub SKUs:
The Sub SKUs are automatically assigned by the system when an order is placed in Shiphero. These usually start with numbers like 1x or 2x (e.g., 1x-OH-OHA, 1x-SFS-SSK). These are the child items and represent specific configurations or variations of a product (refer to the image below for guidance).
Main SKUs:
- The Main SKU is the base item for a group of related products, and it connects all the Sub SKUs together. It essentially serves as the umbrella for all variations.
- If a Sub SKU is backordered, we refer to the Main SKU for available stock to fulfill the order, replacing the backordered Sub SKU.
How This Works in Practice:
If the Sub SKU of a particular product is backordered, we can use the Main SKU from the Product SKU Sheet as a replacement. This will ensure that the customer’s order can still be fulfilled without delay.
September 19, 2025 - FULL ORDER CANCELLATION Update
Please take note of the updated procedure for handling FULL ORDER CANCELLATIONS in ShipHero.
This new process will help streamline our operations and make it easier for the warehouse team to identify canceled orders.
Steps for FULL ORDER CANCELLATION:
- Go to ShipHero and locate the order number you need to cancel.
- In the Action Section, click on the CANCEL ORDER button.
- Select YES for refund to Shopify when prompted.
By clicking the "CANCEL ORDER" button, the order status will be updated to CANCELED in ShipHero, instead of “fulfilled.” This will help our warehouse team quickly identify the orders that are fully canceled.
Important Notes:
- Always make sure to save the order, troubleshoot, or offer reshipment based on the customer’s issue before proceeding with cancellation.
- For orders on Address Hold due to non-response from the customer or on Operator Hold due to backorder, please apply this cancellation process accordingly.
September 19, 2025 - Marketing Emails
Effective immediately, all marketing email tickets needs to be assigned to Mary Rose.
September 19, 2025 - Oricle Manual Order - Order Number Masterlist: IMPORTANT UPDATE
Effective Immediately:The Masterlist now uses segmented order numbers for each of our brands.When creating a manual order, please ensure you use the correct order number corresponding to the specific brand. Applicable when creating New order, Reshipment and Replacement under warrantyThanks for your attention to detail! Let's continue working with accuracy!
09/17/2025 Update: Oricle Manual Order - Order Number Masterlist:
If you are creating an order for replacement under warranty, please use the order numbers under "Warranty" tab Oricle Manual Order - Order Number Masterlist.
Orders should start with - OEW
Don't forget to log the customer's original Order Number for future reference. We can all refer here when checking fulfilled warranties.
09/10/2025 Update: Oricle Manual Order - Order Number Masterlist:
If you are creating a reshipment for an order, please use the order numbers under the "Reshipment only" tab found in the same sheet Oricle Manual Order - Order Number Masterlist
September 18, 2025 - Incoming Call Flow
When calls come in, the caller will first hear the following greeting:
“Thank you for calling Oricle Hearing Aids {or other brands}. For quality assurance, this call may be recorded. Please listen carefully to the following options. If you would like to place a new order,please press 1. If you have any other concerns or inquiries, press 2 or stay on the line. Thank you.
”Call Routing / Tiers:
Tier 1: Calls where the customer presses 1 – these are New Orders Expectation: Agents should be ready to assist with product details or order creation.
Tier 2: Calls where the customer presses 2 or stays on the line – these are General Inquiries / Other Concerns. Expectation: Agents may handle questions about existing orders, shipping status, product support.
This way, when you see which tier the call is coming from, you’ll immediately know the type of request and be prepared to respond appropriately.
Remember, always greet the caller after with your name, brand and a friendly tone.
September 18, 2025 - Process for handling missing orders in ShipHero / Sticky
New Rule • Please wait at least 18 hours before creating a manual order for any missing order. • The system has a retry feature that attempts to re-add failed orders within 1–12 hours
of creation. • Many “missing orders” end up being automatically re-added, which can cause duplicate manual entries if we act too soon.
What to do
- When you see an order missing:
• Take note of the order missing., • Do not create a manual order until 18 hours have passed since the original order
creation/placed. b. After 18 hours, if the order still has not been created automatically, proceed with the
manual creation in ShipHero.
Why this change?
• To prevent duplicates.
• To reduce unnecessary manual work.
• To ensure smoother order management for customers.
September 17, 2025 - Lifetime Warranty Policy
We’d like to clarify how our Lifetime Warranty works to ensure we’re all aligned when handling customer concerns.
The warranty covers a one-time replacement only.
Once a replacement has been issued, the warranty is considered fulfilled.
The term “lifetime” refers to the duration of coverage, not multiple replacement claims. The warranty does not reset after a replacement is made.
August 30, 2025 - Handling Duplicate Charge Refunds: Procedure Update
Please be reminded of the proper process when addressing duplicate charges:
- Once you refund a duplicate charge in Sticky, always ensure to review the corresponding order in Shiphero.
- If the order shows as cancelled, you must immediately create a manual order so the customer’s product is not missed.
This step is essential to maintain accuracy in our records and ensure customers receive their orders without delay. Thank you for your continued diligence and attention to detail.
August 16, 2025 - BTE Refund Process Reminder – Oricle Hearing TrueFit Behind the Ear
Please be guided by the updated refund process for customer inquiries involving the Oricle Hearing TrueFit Behind the Ear. This ensures consistent, clear communication across all calls.
Full Call Spiel
Thank you for calling [Company Name]. I'd be happy to explain how the refund process works for your Oricle Hearing TrueFit Behind the Ear purchase.
For this order, refunds will be processed only for the Oricle Hearing TrueFit Behind the Ear unit itself.
Since you agreed to our upgrade offer, your previous order—whether that was the 2.0 or Pro version—is no longer eligible for return. This is because, as part of the upgrade, we provided you with a credit or discount voucher from your previous purchase. That voucher was applied directly to your TrueFit Behind the Ear order, reducing the original price of $289.99 to a much lower amount for you.
With that being said, refunds will only apply to the TrueFit Behind the Ear purchase. Your previous order's payment was converted into that discount voucher, so it is non-refundable.
Quick Reference – Key Points for Agents
- Refund coverage → Only the Oricle Hearing TrueFit Behind the Ear unit is eligible for a refund.
- Why previous orders aren’t included → Accepting the upgrade offer voided the return eligibility for earlier purchases (2.0 or Pro).
- Voucher explanation → Previous payment was turned into a discount applied to the TrueFit purchase, reducing the $289.99 price.
- Effect of the upgrade → Agreement to the upgrade = earlier order non-refundable.
- Key message to customer → Refund applies solely to the TrueFit unit. Previous purchase is fully settled via the discount voucher.
- Tone guidance → Keep explanations clear, calm, and professional. Avoid sounding apologetic—focus on the agreed-upon terms.
Reference — The objection handling guide for this refund scenario can be found in our OHA Draft Notes file. Please review it and ensure you are familiar with the exact responses before handling related calls.
If you have any questions about the process or need clarification on handling these cases, please reach out to your team lead or supervisor
August 16, 2025 - Oricle BTE Complaints/ Reasons for Refunds - Proper handling update
We are now starting to receive refund requests for BTE. Since this is a new and different product from our other Oricle models, please gather detailed feedback when handling complaints or refund requests. Probing would be a little different on this device for some issues.
- If they say it’s “too big” – Ask which part specifically. Remember, the BTE device sits outside the ear unlike our in ear models. If they say “too big,” confirm if they mean the device itself and then provide troubleshooting. The device sits comfortably in the ear and it is very lightweight so it would help if we get the specific details
- If they say it’s “uncomfortable” – Ask for details. Is it the ear tips or the device? Again, the device is super lightweight, the ear tips are way softer than the other models. I've used it for hours and I didn't experience any discomfort. We really want to pinpoint what’s causing discomfort.
The goal is to collect clear, specific notes so we can improve support and help customers better.
Reminder: don’t skip troubleshooting! highlight BTE features and compare with the older model to show its value.
August 14, 2025 - Handling Retailer / Dealership / Bulk Order Inquiries
1. Initial Response & Data Gathering - When a customer inquires about retailership, dealership, or bulk orders, you must immediately collect the essential details before anything else:
- Company Name
- Website (if available)
- Shipping Destination
- Purchase Order (or intended order details)
If everything is clear and the order can proceed, the CSR may process the order directly without escalation.
2. Pricing Communication
- For bulk orders, pricing is the same as listed on the website.
- No special bulk discount applies at this time.
- Free shipping applies automatically for bulk orders.
- CSR should check the website for the exact bulk order pricing and inform the caller/prospect immediately—no need for TL approval for standard pricing.
3. Escalation Triggers - Only escalate to the TL if the customer has:
- Special requests for discounts
- Requests for specific payment arrangements
4. Legitimacy & Background Check After all necessary info is gathered, forward to the TL for a background check when:
- The payment arrangement is unusual or outside our standard process
- There are red flags in the inquiry
- The business details provided are incomplete or suspicious
To Summarize:
- CSR collects all required details → Company name, website, shipping destination, purchase order
- Check website pricing → Give the caller an accurate price instantly
- Confirm free shipping for bulk orders
- If special discount/payment request → escalate to TL
- If all is clear → proceed with the order
- If suspicious → TL runs a background check
August 13, 2025 - Oricle Manual Orders
When creating manual orders for Oricle, we now have to manually assign an order number. Here's how to do this:
- Check available Order Numbers in this sheet: Oricle Manual Order - Order Number Masterlist
2. Choose the Order Number that is not marked "USED". Copy then paste in the Order Number text field in Shiphero (see screenshot)
3. Update the sheet by marking the USED Order Number. - VERY IMPORTANT.
- What happens if you create an order using an already-used order number?
- The system will not create a new order. All details you entered will not be saved. Instead, without showing an error message, the page will display the existing order with the same order number. You need to pick another order number and repeat the creation process.
To help save time and effort for your colleagues, please remember to keep the sheet updated.
August 13, 2025 - Refund Calculation Update – New vs. Old Return Policy
Please be informed that the guide on "How to Calculate the Refund Amount for Returned Item/s” is now available in our KBS. This article includes sample computations that show how the refund is calculated under both the old and new return policies.
Reminder: The new return policy refund calculation applies to all orders placed on or after May 23, 2025, the date the updated policy was rolled out.
How to Access the Refund Calculation Guide: From the KBS Home page: Scroll down
Click on Returns Select: How to Calculate the Refund Amount for Returned Item/s
Please review the article and refer to it as needed.
August 07, 2025 - Clarification on Oricle Hearing Aid $50 Rewards Email and Discount Details
Please note the update for handling customer inquiries about the Oricle Hearing rewards email. Email says: "$50 rewards expiring today" Actual offer: A limited-time promo gives $99.99 off, automatically applied at checkout.
Key points to explain to customers:
- They got a bigger discount than expected — $99.99 instead of $50.
- It’s part of a limited-time offer running now.
- The discount was automatically applied, no extra steps needed.
Sample response:
Hi [Customer's Name],
Thanks for your order! We just wanted to clarify and share some great news. You actually received a bigger discount than expected.Although the email mentioned a $50 reward, there's a limited-time promo running right now that gives you $99.99 off instead!
Original price: $199.98 You paid only: $99.99
So instead of saving $50, you saved almost double!
Let us know if you have any other questions. We're happy to help!
August 07, 2025 - Lift Operator Holds for Resolved and Cancelled Orders
Just a quick reminder:
Please make it a habit to check if an order in Shiphero is on operator hold. Once a customer’s concern has been resolved—whether it involves answering a simple inquiry, making a modification, or addressing any other issue—kindly lift the hold to ensure the order proceeds to shipment without unnecessary delay.
The same applies to cancelled orders—please don’t forget to lift the operator hold as well.
August 05, 2025 - Discount codes for BTE - Proper handling
Please make sure you're following these 2 key steps when working with discount codes for BTE upgrades to ensure a smooth experience for our customers:
1. Update the ORICLE: CX Discount Code - Master Sheet in real time
As soon as you assign or use a discount code, update the Master Sheet immediately.
This keeps our records accurate and prevents duplicate code usage.
2. Double-check before sending a code to a customer
- Before providing a code, search in Slack using this format:
- in:#discount-code-deletion *insert code you're going to use*
- If a result pops up, that means the code has already been used and should NOT be shared again.
- Reused codes will not work for the customer (codes are only 1:1), and this could lead to a poor experience.
Let’s stay aligned and keep things running smoothly for our customers!
August 04, 2025 - OHA Ear dome/tip sizes
For customers inquiring about the specific ear dome/tip sizes for Oricle 2.0 and Oricle Pro (both use the same dome sizes), please refer to the following measurements:
- Smallest – 9 mm
- Medium – 10 mm
- Largest – 12 mm
Kindly provide these details accurately when asked and let the customer know these are the standard sizes included in every package.
August 04, 2025 - Blaze Wifi Manual
Just a heads-up – the Blaze Wifi Manual has been uploaded to the KBS.
You can find it by heading to KBS > Home > Resources > Product Manuals.
August 03, 2025 - Blaze Wifi Manual
August 03, 2025 - New Macro Update: General - Damaged Packaging Upon Delivery
We've just added a new macro to help you handle customer inquiries about orders that arrived with damaged packaging. The macro is titled:
General: Damaged Packaging Upon Delivery
This is meant to address situations where the external packaging may look damaged due to shipping conditions, but the product inside is still safe and fully functional.
The macro encourages customers to:
- Inspect the item inside the package
- Perform a quick test run if applicable
- Reach out if there are any actual issues with the product itself
Here’s what the macro looks like:
Hi [Customer First Name]!
Thank you for reaching out. We’re truly sorry to hear that your package arrived with damaged packaging.
We completely understand how concerning that can be. While we always strive to ensure every order is packed with care and protection, issues can occasionally occur during transit — and unfortunately, once the package leaves our hands, shipping is handled by a third-party carrier and is beyond our control.
That said, in many cases, even if the outer packaging is affected, the product inside remains safe and fully functional. We recommend giving the item a quick check and, if possible, a test to ensure everything is working as it should.
If you do notice any damage to the item itself or if anything isn’t right, please don’t hesitate to reach out. We’ll be more than happy to assist you and make things right.
Thank you for being so understanding — we’re here if you need anything further!
Best,
Anastasia Miller, Customer Service Representative
Let’s make sure to use this macro whenever appropriate to ensure clear and empathetic communication.
August 02, 2025 - Customs Fees for Canada Orders
Just a quick reminder when handling inquiries about customs/import fees, especially for customers in Canada:
If a customer is charged an extra fee upon delivery, it’s most likely a customs duty or import tax collected by Canada Post on behalf of Canada Border Services Agency—not from our end. These are standard fees required by the local government for international shipments and vary depending on item value, type, and local laws.
- It’s not a scam
- We don’t receive any portion of the fee
- Best to direct customers to Canada Post or their local customs office if they’re unsure
August 01, 2025 - Tagging concerns only
Take a moment to review your tagging entries under " June 2025 (Inbound) The filtered transactions should not be tagged as "Inquiry", as these are refunded transactions. Kindly go through the tickets, identify the correct refund reasons, and update the tags accordingly. This report is critical for ensuring the accuracy of our refund data and insights. Please do the same with your July 2025 tagging.
Let’s ensure this tagging practice is followed going forward.
July 29, 2025 - Positive scripting & acknowledgement statements in call handling
Reminder to consistently apply positive phrasing and acknowledgment statements—especially during heated or emotionally charged conversations with customers. These tools help us de-escalate situations, build trust, and maintain a professional tone that reflects our commitment to excellent service.
Why This Matters
- Builds trust and reassures the customer that we are actively working to help.
- De-escalates frustrated or upset customers quickly.
- Creates a positive interaction, which helps with call management and efficiency.
- Encourages customer retention, even after a poor experience.
How to Acknowledge and Pacify Emotion It’s important we let the customer know we understand their frustration before offering a resolution. Use warm, human-centered statements like:
- “I completely understand how that would be frustrating.”
- “If I’m understanding correctly…”
- “I would feel the same way in that situation.”
- “Thank you for bringing this to our attention.”
- “We’re truly sorry this happened. We’re committed to resolving it.”
- “You’re right to be concerned, and we’re here to help.”
- “I’ve experienced this issue recently too—I know how inconvenient it can be.”
Positive Phrasing to Keep Things Moving Forward Instead of saying what we can’t do, try highlighting what we can do:
- “We can’t process a refund yet.”
- “The transaction is still pending, but I can help you process a refund in 30–60 minutes once it settles.”
- “You’re wrong.”
- “Let me clarify that for you.”
- “That’s not our fault.”
- “I’m really sorry this happened. Let me look into it for you.”
- “There’s nothing we can do.”
- “Here’s what I can do to help…”
Example: Acknowledging Emotions + Managing Expectations
"I’m really sorry you’ve had to deal with this. We completely understand how frustrating that must be. Your refund is currently being processed, and it typically takes 3–10 business days to reflect, depending on your bank. If you don’t see it after that timeframe, please let us know—we’ll be happy to assist further!"
Tips for Call Management
- Start with empathy to set the tone.
- Use positive phrasing to redirect the conversation from complaints to solutions.
- Acknowledge feelings first, then provide steps or options.
- Keep notes of frequent replies or reusable phrasing for efficiency.
Remember:
Even if we can’t give the customer exactly what they want, we can always give them a good experience through understanding, clarity, and support.
Let’s continue providing service that makes customers feel heard, respected, and supported.
July 25, 2025 - International shipment update
X-ALL now ships to USA, Australia, Canada, and UK.
July 24, 2025 - Return-to-Sender (RTS) & Refused Packages – Returns Policy - Update
Just a quick reminder when handling return requests:
We do not accept returns for packages that are marked as Return-to-Sender (RTS) or refused by the customer.
This is clearly stated in our Terms and Conditions, and such returns are not eligible for any refund.
Always advise the customer to accept the delivery first. Once they receive the item, they can contact us so we can walk them through the proper return process.
Only if the customer threatens to file a case or uses any of our “magic words” can we make an exception and process a refund, even if the item is still in transit.
Thanks for keeping these guidelines in mind and handling return cases with care and consistency!
July 23, 2025 - Weather Advisory & Work Readiness Reminder
Due to the current inclement weather and the incoming typhoons affecting various areas in the country, we’d like to remind and encourage everyone to take proactive steps to stay prepared and connected:
Keep your backup laptops fully charged
Ensure you have a stable and reliable internet connection
Investing in a power bank or a backup power supply (if possible) can make a huge difference in keeping your work devices running even during outages.
Feel free to browse online shopping platforms for affordable and reliable power supply options that can help you stay equipped during power interruptions.
As we are currently experiencing a high volume of tickets, your attendance and support are especially critical at this time.
We truly appreciate your commitment and cooperation.
That said, your safety remains our top priority. If your area is severely impacted—especially if you’re in or near the eye of the typhoon—please inform your direct manager immediately so we are updated and aware of your current situation.
Let’s all stay safe and ready.
July 22, 2025 - Callback request update
For customers requesting a call via email, please be sure to ask for the reason behind the request (if not yet provided). If the concern cannot be addressed via email, escalate the case for a callback as needed.
You may use the sample macro:
Thank you for reaching out. We've received your request for a phone call.
Before we proceed, could you please provide more details about your request? This will help us ensure it's directed to the appropriate team and handled efficiently.
Alternatively, please know that we're fully committed to providing the best possible support and are more than happy to assist you via email.
We look forward to hearing from you.
After sending the response:
- Snooze the ticket for 1 day.
- If no response is received within 24 hours, no follow-up email is needed.
- Instead, escalate the case to the Call Requests Sheet, then close the ticket
For sales-related call requests, please escalate to: OUTBOUND SALES
July 21, 2025 - System Issue Sticki and ShipHero
We’re currently experiencing an issue between Sticki and ShipHero.
- In some cases, Sticki creates duplicate orders, but ShipHero only generates one order that matches just one of them.
- When a refund is processed in Sticki for the order that doesn't exist in ShipHero, it can accidentally trigger a cancellation of the only active order in ShipHero—even though that wasn’t the order intended for refund.
- This results in unintended cancellations of valid orders in ShipHero, which can disrupt fulfillment and delay shipments.
To prevent errors and lost shipments, follow these steps carefully:
- Check the Order in ShipHero:
Look at the Notes section in ShipHero.
Identify the Order ID listed there—this is the order we will NOT refund in Sticki.
- Process Refunds in Sticki:
Refund the other order (not the one listed in ShipHero Notes).
If the refund triggers a cancellation in ShipHero and shows “Canceled from Shopify”, do the next step.
- If an Order is Canceled by Mistake:
Uncancel the order in ShipHero.
Double-check that this order was NOT refunded in Sticki before proceeding.
- Final Check:
Make sure only the correct order is refunded.
If anything looks unusual, pause and let me or your supervisor know before moving forward.
If this error occurs, add them, here:
Duplicate Order Cancellation Error
Update: System Issue Sticki and ShipHero 08/01/25
In addition to our previous cascade about handling duplicate orders, please take note of the following:
If you see two orders in Sticky, but only one order appears in Shiphero that includes both items, you may: Modify the order accordingly based on the customer’s request Process a refund for the item the customer requested to cancel
This helps us avoid sending duplicate items and ensures we're honoring customer requests accurately.
July 16, 2025 - SFS Safety Data Sheet
The Safety Data Sheet (SDS) for Splash Foam Spray has been uploaded to our KBS. You can find it by following these steps:
KBS Home Page → Resources Tab → Product Manuals → Splash Foam Spray - Safety Data Sheet.
Please note: This SDS applies only to Splash Foam Spray and cannot be used for other Splash products.
July 16, 2025 - Packaging for Pee Buster
Just a quick reminder that in Q4 2024, UM decided to streamline packaging by using a unified bottle design for our spray products. The transition was completed for Splash and X-ALL 6 months ago—and now, it's Pee-Buster's turn this week.
If a customer asks why the Pee-Buster bottle looks different, you can let them know something along the lines of this:
'We've recently updated the Pee-Buster bottle to a new design that’s more efficient for production and shipping. Rest assured, the formula and effectiveness remain exactly the same—only the packaging has changed.'
July 16, 2025 - Reminder on Handling the $20.05 and other Credit Discount Concern
Please make sure to take the time to clearly explain the $20.05 and other credit discount to the customer once they mention it during the inbound call. We've noticed that a lot of time is spent re-explaining this during outbound follow-ups, which is causing unnecessary delays in our operations.
As part of our standard process, it is your responsibility to address all of the customer's concerns during the inbound call, including the $20.05 and other credit discount, before escalating the order to the outbound sheet for placing assistance.
Let’s all work together to ensure smoother call handling and avoid repetitive clarifications.
July 11, 2025 - Return Warehouse Reference Sheets
Sharing with you our LA Return Warehouse Sheet and Lincoln Return Warehouse Sheet. These documents will serve as your reference in verifying whether a package has been returned or not.
July 10, 2025 - International Orders – Refund Pushback
Please continue to follow the same refund process and apply the offers.
However, for customers who are firm on requesting a refund, you may offer a 50% partial refund of the total refundable amount without requiring the product to be returned.
July 09, 2025 - Oricle Refund Pushback Macros
Our Oricle Refund Pushback Macros have been updated. The focus is now centered on the BTE Upgrade offer. While the refund option remains available, it is now presented more discreetly and is no longer emphasized or explicitly stated.
What we need to do: Start with a personalized opening – Acknowledge the customer’s concern and guide the conversation toward the BTE upgrade as the best resolution. Lead with the BTE Upgrade offer and highlight its features – Emphasize how TrueFit can directly address the customer’s issue and provides enhanced performance compared to Oricle 2.0. Present the refund option discreetly – The macro now prioritizes the upgrade offer, while keeping the refund available in a more understated way.
Please take time to review the updated macro and begin applying these changes moving forward.
July 08, 2025 - Chargeback Macro Revision
The Chargeback macro has been updated. We will no longer ask customers to close the case, as a chargeback—once filed—is already recorded against us, even if the customer later decides to close it.
What’s new: Moving forward, we will inform customers that a chargeback has been filed and is currently in process. Please advise them to contact their bank directly for any updates regarding the refund, as we no longer have access to the case or its outcome once it’s been initiated.
Note: This applies to card payments only. PayPal disputes will continue to follow the usual process, where we ask the customer to close the case first. Once closed, it can be forwarded to our PayPal team, led by Ms. Dianne.
Kindly ensure this is strictly followed moving forward.
July 07, 2025 - Shipping fee on sub and save
Please remember that if a customer reaches out about being charged a shipping fee on their subscription order, we should issue a refund for the shipping fee right away.
To help us track these cases, make sure to log each one here: Subscription Shipping Fee Complaints.
Thanks team!
July 07, 2025 - Hubstaff : Selecting and switching status
Please remember to log all your breaks accurately in Hubstaff.
For breaks, click the coffee cup icon located at the upper left corner of the app.
- This icon only appears when the timer is active.
- Use it for 15-minute breaks, lunch breaks, and restroom breaks.
Also, after each break, make sure to switch back to "Call/Email Support, Social Media or Blended" and make sure that your timer is running.
This helps avoid any unpaid time and ensures your hours are tracked correctly. If you have any questions or need help with Hubstaff, please feel free to reach out to me or your supervisor.
July 03, 2025 - Handling Returned Orders Managed by Team Danielle
Please be reminded that any returned orders previously handled or touched by Team Danielle agents must be reviewed thoroughly before taking any action.
What to Do:
- Always acknowledge and read the notes left on Sticky — these are a critical part of our order probing process.
- Orders with the note:
"Do Not Refund: Did not meet T&C - Package marked as RTS cannot be processed"
Should not be refunded under any circumstance.
This note indicates that the order did not meet our Terms & Conditions, and a refund is not allowed as per our return policy. If you're unsure or need clarification on a specific case, feel free to reach out directly to the agent who last handled the order or contact me for support
Let’s stay aligned and consistent in all return-related processes.
July 02, 2025 - Subscriptions cancellation with physical products
If the customer has not received the order yet/the subscription product has not yet shipped, and they request to stop the subscription:
- Use explanation/clarification macro on what they want to do with the order.
- Place the order on hold while waiting for their response.
⤷If the customer insists on canceling, then proceed with:
- Stop subscription + Cancel SH order + Process refund immediately
- If the customer has already received the subscription order and then complains:
- Stop the subscription only
- Process a refund only if the customer insists
Let’s apply this flow consistently for all relevant brands.
July 02, 2025 - Proper Tagging for Inquiries and Refunds
- “Inquiry” & "Follow Up" concerns should only be resolved with a “Resolved with Reply.”
- If you are processing a refund —whether during a call or in response to an email ticket—the concern should not be tagged as an “Inquiry” / "Follow Up."
Instead, identify the root cause behind the refund and apply the appropriate tag.
- If a customer requests a return because the product is not charging, tag as:
Complaint > Order_Quality > Doesn't Work – Not Charging —not the generic Inquiry > Return > Return Process.
- If the customer is following up on a refund and you see that it was not processed (by the previous CSR) the first time, determine the original reason for the refund.
For example, if they initially requested a cancellation due to a change of mind and you were only able to process it upon their follow-up, tag as:
Complaint > Cancellation > Entire Order – Change of Mind —not just Follow Up > Refund Follow Up.
Proper tagging helps ensure we track issues accurately and address root causes effectively.
July 02, 2025 - OHA Truefit BTE cleaning brush
A long thread was added to the OHA Truefit BTE cleaning brush, and you might be wondering how to use it. Here's a quick guide:
How to Clean the Ear Tube:
- Gently pull the silicone ear tip and hearing aid unit away from the ear tube. ️
- Insert the long thread attached to the cleaning brush into the ear tube. This will help push out any earwax or dirt that’s lodged inside.
Finishing Up:
- Reattach the ear tube to both the silicone ear tip and the hearing aid unit. Be gentle to avoid any deformation of the ear tube.
This method ensures that the hearing aid ear tubes stay clean, functional and in top shape!
July 01, 2025 - How to Access Cascade & Handling Updates Compilation Sheet 07/01/25
Please be advised that all updates shared in the Cascade & Handling Channel have now been posted to the KBS for easier access and reference.
How to Access Updates:
- Go to the KBS page.
- Select the RESOURCES tab .
- Click on the Cascade & Handling Updates Compilation link to view the latest updates.
Any updates that were deleted from the Cascade & Handling Channel can still be found in the KBS
The OHA Truefit BTE video and photos have also been uploaded in the sheet for your reference.
Let’s stay aligned and make sure we’re all on the same page with the most current information.
July 01, 2025 - Accuracy Needed on Shopify Refund & Escalation Sheets
Quick reminder for everyone handling escalations on our Shopify Refund Request sheet — please make it a habit to fill out all columns completely when submitting an entry.
Be sure to enter the correct refund amount that needs to be processed, so there's no need to review back notes or tickets.
This doesn’t just apply to the Shopify sheet — the same goes for all our escalation sheets.
Let’s keep things clear and efficient for everyone involved.
Thanks for your attention to detail!
July 01, 2025 - Shiphero: Order Cancellation Issue
We've noticed that whenever we modify or cancel certain items from an order, the entire order gets cancelled automatically.
Please note: if the extra items are charged separately in Sticky, and that extra item gets refunded in Sticky, it may trigger cancellation of the entire order in Shiphero.
In this case, please re-add the item to the original order instead of creating a new order manually.We’re currently investigating and will provide updates once we have more information.
September 16, 2024 - ShipHero Updates
Posture Benefit - will now start with 'PO' (while PB remains for Pee Buster)
Glabrous - will now start with 'GS'
September 05, 2024 - Best Breath Free Shipping
As you may have noticed, Best Breath is now offering free shipping on the 4-pack option.
We are currently testing this free shipping offer on the 4 packs for Splash Spray, Glarbous, Barks no more, and Dentablast. We are running the test on 50% of the traffic which means some customers may see the offer but others won't. If you manage to encounter inquiries from customers, please handle accordingly.
September 02, 2024 - Saved Orders Reminder
Ensure that all your saved orders are posted in the Saved Orders sheet along with their email address. Make sure to update the sheet promptly with all relevant information.
August 25, 2024 - Paypal Customers Receiving Shipping Notification
Some customers are getting confused about receiving PayPal Shipment Notifications. They're thinking it's for a new order when it's actually for their previous purchase.
To address this:
- Reassure customers: Let them know that the email is a confirmation for a previous purchase and not a new order.
- Clarify tracking details: Explain that the tracking information provided is from their past order.
- Inform about recurring orders: Assure them that we do not have recurring orders set up.
While we work on finding a solution to prevent this confusion, let's make sure our customers are informed and reassured.
August 22, 2024 - Chargeback cases update
- For chargeback cases marked with notes such as "Chargeback received and DO NOT REFUND," where no refund is displayed on Sticki, please inform the customer that our back-end team is currently handling the matter. Ensure that the "Chargeback - With Sticky Note" macro is used for these situations.
- We will no longer request customers to close the chargeback or ask them for proof. Instead, we will inform them that the chargeback has been received and that we can no longer process the refund on our end. They should wait for confirmation from their bank. If they wish to follow up, they should do so directly with their bank.
August 22, 2024 - How long does Splash Tank Cleaner lasts
It takes about 20-30 flushes for the Splash Tank Cleaner to last.
August 15, 2024 - Follow Up Email Reminder
We only send follow-up emails for orders placed on operator hold, cancellation inquiries (modification requests / asking reason for cancellation), and packages lost in transit specifically when offering a reshipment. These are the only cases where we send follow-up emails.
Take note that we only send one follow-up email, then a final follow-up /closing ticket if there is still no response after a few days.
June 18, 2024 - Clarification regarding order processing and shipping timeframe
- If an order was placed before 12 pm, we will process the order the same day. If after 12 pm, it will be processed the next day.
- Delivery timeframe is 1-8 business days for normal shipping and 2-3 business days for express shipping.
June 01, 2024 - New Productivity Targets
Call Targets:
Inbound - 200 calls per week
Outbound - 60 calls per week
Email Target:
140 daily
700 Weekly
May 30, 2024 - Shipping to other countries
We're beginning to receive a few orders from Canada, Australia, and the UK. It might not be practical for customers in the UK and Australia to return products to our fulfillment center for a refund due to potentially high shipping costs. For now, we'll maintain our current refund policy.
May 30, 2024 - Missing USB cable of Oricle Hearing Aids
We can offer them two options:
- Refund $10 (so they can buy their own instead) or
- Return for exchange (same return policy applies)
May 18, 2024 - SPIEL FOR PRANK CALLERS
- Warn the caller: Please be informed that we do not entertain spam or prank calls. If you have no legitimate inquiry, I will be obliged to end this call.
- Wait for response.
- If still no valid response or valid concern, deliver the closing spiel: Since I dont hear any positive response from you, I am forced to hang up this call. Goodbye.
May 17, 2024 - Failed refunds due to changed card numbers
No one will be allowed to change the card details of a customer. Due to Sticky's compliance with the AMLA, we cannot process refunds to customers who changed their cards. If the customer wishes to receive a refund from another bank, regardless if it's the same name, please have them contact their bank instead.
May 08, 2024 - Now on Amazon!
List of brands that are now on Amazon: Barks No More
March 14, 2024 - Non-existing SKU
If you ever encounter an order containing a non-existing SKU, we need to replace it with an existing SKU. Usually, orders like this indicate "NO" in the "Ready to ship" detail found on the right side of the order. This order won't ship until the correct SKU is added. Please follow these steps on how to update the order in Shiphero:
- In another tab, search the product name of the non-existent SKU in Inventory>Product.
- If the search displays too many results, find the one that matches the product name, and the price and has available allocation.
- Get the SKU then add it to the order.
- Delete the non-existing SKU and update the order.
- For reference, see sample order KE65269.
March 12, 2024 - Cancellation of Merged Orders
Please note that when a merged order is canceled, all the combined orders will be canceled too. To avoid this, we need to unmerge the order first from the master order. The master order is where all the merged orders can be found.
- In every merged order, Shiphero displays a message at the topmost part of the order. It will indicate the master order. Click the order number.
- Scroll down to see the merged orders. Select which order is due for cancellation by ticking the box next to the order number
- Click “Unmerge Orders”. The unmerged order will no longer show here.
- In order for the remaining orders to be processed, click “Reprocess” in the Actions panel.
- Proceed with the cancellation of the unmerged order by searching the order number again on the "Manage orders" page.
December 13, 2023 - Authorized people to process orders over the phone
Only the following individuals are authorized to process orders and modify customer card details over the phone:
1. Ammurie Malabanan
2. Braimar Ancheta
3. Danielle Crizaldo
4. Dianne Tulang
5. Jacky Cortez
6. Kohleen Sabanao
7. Noevemer Montecillo
This change also impacts our Aircall phone flow system, which now includes an Interactive Voice Response (IVR) system. When a customer calls in, they will hear the following message:
"Thank you for calling <Store name>. For quality assurance, this call may be recorded. Please listen carefully to the following options.
If you would like to place a new order or update your card information, please press 1.
For any other concerns or inquiries, press 2 or stay on the line. Thank you."
Kindly acknowledge this post by commenting "Got it" to confirm that you have read and understood these updates. Thank you!
November 29, 2023 - Horizon Direct vs Sub and Save Tagging
Horizon Direct unsubscription concerns should be tagged under Horizon Direct, while Sub and Save unsubscription requests (recurring order) should be tagged under the Brand she is subscribed to like Splash, Barks No more, etc
September 22, 2023 - Tips to Spot Phishing Emails
- Verify the Sender: Always double-check the sender's email address for any discrepancies.
- Avoid Clicking Suspicious Links: Hover over links to see the actual URL before clicking.
- Watch for Red Flags: Be cautious of urgent requests, misspelled URLs, and generic greetings.
- Report Suspicious Emails: If you receive a suspicious email, kindly notify a manager on shift.
October 15, 2021 - When you can refund shipping in the order of importance
- When someone uses the word “chargeback” always refund them 100% of what they’re asking for, including shipping!
- When someone threatens to contact the Attorney General (I would not refund them shipping until after refunding them other things and seeing if they’re still angry)
- When someone threatens to contact the BBB (I would not refund them shipping until after refunding them other things and seeing if they’re still angry)
December 14, 2021 - Aircall cloud-based
If you are having issues with your Aircall app, you can use the cloud-based one which is https://phone.aircall.io this should lessen the "no internet issue" in Aircall.
October 23, 2023 - Brands that offers warranty
- Dentablast
- BarksNoMore
- Glabrous Skin
- Jet Surge
- Oricle Hearing Aid
Powdered products like Splash Foaming Cleaner do not have warranties.
December 14, 2021 - SPIEL FOR ABUSIVE CUSTOMERS ( swearing, cursing, personally attacking agents)
Ask to stop:
" Im sorry if you are upset, [customer name]. I am here to help you and will do the best I can to resolve this issue, but I am unable to do so if you continue to swear."
Warning:
"I am happy to help resolve this issue, but if you continue to address me in this fashion, I will be forced to end this call."
Closing Spiel :
"Unfortunately, I will have to disconnect with you at this time due to your tone and treatment of me. We do not tolerate this kind of language, so I'm ending this call. Please feel free to send your request or concern to ( support email). Thank you!"