Olga Hoeksema CS Germany
04.04.2024
Login details
Amazon Vonroc: l.vanhenten@vonroc.com
Lingenstraat2023!
OTP
Amazon Ferm: ecommerce-de@ferm.com
Lingenstraat6
OTP (on the CS phone)
Must be done in a separate Browser
Kaufland: Seller Portal Kaufland.de
Lingenstraat6
OTP* (Jakob or Vincent get it)
eBay: https://www.ebay.de/sh/ovw
vonroc_de
Zwolle62020!
OTP (Vincent gets it)
ManoMano Vonroc: https://toolbox.manomano.com/
ecommerce@vonroc.com
ag15D5g(mpLv
ManoMano FERM: a.kamphuis@vonroc.com
Lingenstraat6!
Must be done in a separate Browser
Daily Tasks
1. Freshdesk
We address our German customers always formally: ‘Sie’
We always start the message with: ‘Sehr geehrte/r Frau/Herr’
Work on tickets based on priority Urgent, High, Medium and Low
Order cancellations always have priority
You can cancel the order in WICS if it is still on ‘Bevestigt’
You can cancel it by clicking on the order and then on the scale button
If the cancellation is in Amazon you should additionally cancel it by clicking the button ‘Cancel Order’ (see image below)
If the cancellation is not possible you should inform the client with the following template ‘Eine Stornierung der Bestellung ist nicht möglich/ Cancellation no longer possible’
2. Check the return requests on all platforms
In Amazon Vonroc + FERM :
Amazon also has claims that need to be checked daily
In eBay:
Please make sure to send a jpg (screenshot) of the return label instead
In Kaufland:
In ManoMano Vonroc + FERM:
3. Returns
If you are unsure of our return and Warranty Procedure, please read our Warranty Manual → Warranty Procedure
There are three types of returns:
- Return from viewing period (30 days) website
- Return from viewing period (30 days) Marketplaces
- Return Warranty (2 years)
For all those returns, you will have to make a return label in Returnless
If the client wants to return a broken device, we always ask for a video and the serial number of the defective device with the following template:
In case the customer wants his money back (and you want them to send you the device back) you should use the following template:
In case the customer wants his money back and keeps the device, use the following template:
In case the customer wants to exchange the item (and you want them to send you the device back) you should use the following template:
In case the customer wants to exchange the item and keeps the device, use the following template:
You should also create a return in Returnless for defective devices, including batteries.
Always use the EDI order number in Returnless for marketplaces
NOTE: Do not use the client's e-mail. Instead, use the EDI order number@vonroc.com (15000036419@vonroc.com) and our address (see picture below).
Do not create a label for the defective device if it will not be returned. Instead, click on no shipment (see picture below)
Return within viewing period website and marketplaces:
If the customer wants to return the device within the viewing period of 30 days, you should use the following template:
- Check messages on platforms
Not all messages can be answered in Freshdesk. That is why it’s important to check the inboxes of all platforms.
NOTE: If you answer the messages on the Platforms directly and not on Freshdesk, the tickets are still Open in Freshdesk. Leave a personal note “answered on platform” and resolve the ticket