Power Tools Holding

SPAIN 

VERY IMPORTANT: Products purchase in any Spanish platform have a warranty of 3 years if there were bought in/after 2022. Before 2021, they have a 2-years warranty. 

We have started working with DHL Fulfillment center in Madrid. They deliver the order from Amazon FF and the vonroc.es orders. ManoMano still goes to Zwolle. Orders fulfilled by DHL are delivered within 2 working days. DHL collects orders between 8am and 2pm and will be shipped the same day at around 5pm. Orders placed after 2pm will be shipped the day after.

It is important to know that the website and Amazon state that the order will be delivered within 2 days but that’s only if there is stock in DHL, if there is no stock, orders will be delivered within 5

working days. (Really common question in tickets and chat)

Marketplaces messages that go through Freshdesk:  

-     Amazon ES & PT (FERM/FERM FF, VONROC/ VONROC FF).   -        Manomano (FERM/ FERM FF, VONROC/ VONROC FF).

OTP for Amazon Vonroc is sent to CS phone, Ferm’s one is sent to Nour.

OTP for Amazon FF is sent to Jakob Sheidel. Text him on teams, he normally does not share it through the teams group.

Amazon FF messages are not going to Freshdesk so please check the backend at least once.

Credentials in: Passwords CS.xlsx 

➢ Always check on the platforms, sometimes tickets are not raised in Freshdesk. 

Amazon has to be checked at least twice a day.  

Once in the morning, once in the afternoon. The deadlines are quite strict and are getting very strict, it is very important to check it regularly.

-Copy and paste the order number and check if it is in WICS and EDI, (sometimes you find it in EDI, but not in WICS, you have to wait a bit, sometimes it takes a while to enter the system).

- If the order is not on either site, go to effect connect, check if the address is correct, without any special characters, and if the SKU of the order is correct.

Example: SKU: CD801AA#FBA

You have to modify the SKU and put only CD801AA without the #FBA to get it into the system.    

Once you modify it, go to "order imported failed", click on "edit", click on the bin (delete it) & close it.

Go to the bottom of the page and click on "Export shipment to the channel".

It should appear in the system in about 15/20 min. If not, you should email Helpdesk or Kay for assistance.

If you do not find the way to do it yourself in Effect Connect, please ask Cristina or Marco Orsili.

Customers questions: 

Below messages in Freshdesk do NOT need to be answered, you only need to Resolve them.

Returns 

Check daily on Amazon the tab "Manage return" and "A-Z Warranty", we have 48 hours to solve these warranties, otherwise customers win the claims and they are refunded automatically by Amazon. 

Creating return labels (only for DS), up to 100 euros articles, just if the machine is working or we can use it to collect spare parts. If not, ask customers to recycle it. 

Return labels from DHL shipments are made through this link. Customers need to fill it themselves. 

https://www.dhl.com/es-es/ecommerce/home/business-to-business-shipments.html 

Amazon FF customers may download the Amazon return label (which is not prepaid) and return the article themselves. They will then complain through Amazon that they returned the item and got no refund. Please ask them to provide the tracking number so we can check if it was really returned. If they do not ask you to refund the shipping costs, do not refund it. If they do, ask them for the receipt and refund them through Amazon using the Additional refund/charges field to add this amount. Those returns will arrive to DHL, will be placed in a pallet and once it’s full, they will deliver it to us. Returnless is still needed to be done but just Approve and scrap. 

Check Invoices MANOMANO FERM FF sometimes are not going automatically ? (ask Andreea for help) 

Orders for the Canary Islands (La palma, Gran canaria, Tenerife, La gomera, Fuerteventura and Lanzarote), do not go through WICS, sometimes they do but if the warehouse notices, they send a cancellation email. Do not reorder these orders as the warehouse will cancel them. 

Balears Islands’ orders (Mallorca, Menorca, Ibiza) can be shipped, but can take more days. 

If by any chance a Garantia Cemento (ManoMano Concrete warranty) is open, note that you have 5 days to solve it. You’ll receive a notification in freshdesk but will need to solve it from ManoMano’s backend. You can find these warranties in Orders > Concrete warranty. 

Amazon messages need to be answered or resolved (through Amazon backend) but I recommend you to always reply every message in freshdesk even if they only say “have a nice day” or “gracias”. My advice is to reply with “Gracias a usted” or “Que tenga un feliz dia” so you avoid forgetting to go to Amazon’s back end and click the “no response needed” button. 

Contacts if you need help:

Help with Spanish platforms:

• Sara Cardoso
• Cristina
• Andreea

PORTUGAL 

Warranty for products is of 2 years.

Portugal only uses 2 marketplaces, Worten and Worten FF (you’ll need open them in different browsers. Amazon orders coming for Portugal go to Amazon Spain, there are not many orders so they are taken care by CS ES.  

Worten orders are shipped from Zwolle while Worten FF orders are shipped from DHL fulfillment center. Vonroc.pt can also go to DHL if there is stock in Spain, otherwise they are shipped from Zwolle.

IMPORTANT: Both Worten’s sign in codes are sent to ecommerce@vonroc.com so please ask any ecommerce colleague to share the code (Cristina always answers).

Credentials in: Passwords CS.xlsx 

Deliveries from DHL are made within 2 working days and from Zwolle between 5 and 7 working days (it’s mostly delivered earlier than that). Customers complain a lot about not receiving their order in 2 days, that’s mostly because it was shipped from Zwolle and they did not read the information on the website (like terms & conditions, nobody reads them but still accepts them).

PT is live on returnless so whenever we refund an order or make a reorder, we need to place it in Returnless. If the product is working (without any damages), customer wants to return it but it is a cheap article (less than 80 euros) then try to offer a discount for the customer to keep it (go up to 50% if necessary). If customer does not want it at all then create the return label.  

• If the article is defective and customer wants a refund then please ask them to recycle it (unless you think you may need the machine for spare parts).
• Cheap machines (30 euros or less) should not be returned to Zwolle even if they are working. It’s better to give it away than returning it (transport is too expensive for a machine that will probably arrive broken to the warehouse).
• If customer claims that the machine is defective but you suspect that it works and they request a refund, create the return label (80 euros or more).

I follow above guidelines for ES, PT & IT but each case has to be evaluated by the CS colleagues.

Important to know: Most customers pay with MB (Multibanco) which is a bank transfer. If you request a refund for these orders, finance won’t be able to process them. You will email by them (usually Maaike) to ask the customer for their bank credentials. Also know that MB payments take a bit longer (24 to 48 hours) to be processed in Magento.

Worten 

Worten is the only marketplace we use in Portugal (besides Amazon ES) and it’s divided in Worten DS and FF. There are 2 accounts for each one of them, DS is shipped from Zwolle, FF from DHL Madrid.

They look identical so the only way to identify them is by knowing in which browser you have them.

None of the messages from Worten are sent to freshdesk (not even an alert) so you’ll need to check it regurarly. DS one gets way more messages (max 7 per day) than FF (max 2 per day). You have 48 hours to answer the messages.

You will need to check only those 2 options: orders and messages. DS Orders have 4 days to be shipped but the best thing it to check every day if the previous day orders were shipped. FF orders have 3 days to be shipped.

If you see below message on the orders, do not panick, Worten is making an investigation on the payment and that does not affect us. Those orders do not go through.

DS orders can be found in EDI in the Marketplace order number field.

But FF orders can be found using Shipping information field.

Worten refunds need to be done through the markeplace. Just go to Orders, type the order ID and click on the order.

Then click on refund:

You will get 2 options on Refund: Full refund or Refund part of the order. The second is for orders with more than one article. Whatever option you choose, you’ll get next screen:

Reason is Warranty (unless we run out of stock and need to cancel the order, then we select stock out) and the click the refund button below. Worten will refund the order within 3 working days.

If any customer complains of not receiving their money back after you have refunded it, then please ask them to contact Worten as we not are not responsible for those refunds. This situation happens once in a while so don’t expect to have it.

If DHL sends an email regarding a Worten order (they never say Worten, they sent the order number, EDI order number, which starts with 36 or 37) then we will need to accept the cancelation of the order from their side and reorder from ours (if we have stock). If we do not have stock at all then use the Refund instructions above using Stock Out as the reason.  

If we have stock in Zwolle then reorder (without Returnless as it has not been shipped) and in reason of reorder use Wrong Stock LogSolution (LogSolution concerns the IT warehouse but serves the same purpose) and in Returnless type “-”. You will then need to wait for the order to be processed in WICS and then add the tracking manually. Example below:

Click on the order number:

Click on Mark as Shipped:

And then use DPD Netherlands as the carrier and paste the parcel number on tracking number (only the number 0513.... not the whole link).

That’s pretty much everything. We do NOT have merchandise in any physical Worten store and of course no technical service.  

Sometimes the operator (a Worten employee) sends messages informing us the one client returned the machine in a physical store and it was refunded and bla bla bla (it’s a long message). No need to react to this, just open the message and then continue with another customer’s message. Sometimes they contact you to contact the customer of the order the mention as they need assistance.

Customers can’t send photos nor videos through Worten but we can attach only 1 file and it can only be a picture or a document. For warranty cases please ask them to send an email to service@vonroc.pt stating their order number.

For orders that want to be returned and were shipped with DHL, please send the following link to the customers so they can organize themselves.

https://www.dhl.com/es-es/ecommerce/home/business-to-business-shipments.html 

Questions to Sara Cardoso