Login Details
Amazon VONROC (DS): l.vanhenten@vonroc.com
Lingenstraat2023!
OTP (on the CS phone)
Amazon FERM: n.hamila@ferm.com
Lingenstraat6.
OTP (Nour gets it)
Must be done in a separate Browser
Amazon VONROC (FF): ecommerce-amazon@vonroc.com
Lingenstraat6!Vonroc6!
OTP
Must be done in a separate Browser
eBay IT: vonroc_italia
Lingenstraat6!
OTP (Marco gets it)
eBay DS: vonroc_it
Lingenstraat6!!!
OTP (Cristina gets it)
Must be done in a separate Browser
Leroy Merlin: ecommerce-it@vonroc.com
Lingenstraat6!
(OTP on e-commerce mail)
ManoMano VONROC: ecommerce@vonroc.com
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ManoMano FERM: a.kamphuis@vonroc.com
Lingenstraat6!
Must be done in a separate Browser
MyAsendia (to check shipments from LogSolution):
https://www.myasendia.it/Account/Login
ict@vonroc.com
Lingenstraat6!
Packlink PRO: m.orsili@vonroc.com
Lingenstraat6!
Currently, only Amazon DS and FERM ship from the Netherlands. All other marketplaces (including the website) ship from LogSolution in Italy, depending on available stock.
**The form of communication with LogSolution must be in Italian*
LogSolution e-mail addresses:
ritiri@logsolution.eu – for picking up returned products (we only accept unused products under warranty or within the viewing period)
a.rovaris@logsolution.eu – for checking delayed deliveries
logistica@logsolution.eu – for any general order-related inquiries (e.g., orders not transmitted, cancellation requests, address changes, strikes)
giacenze@logsolution.eu – for unblocking orders stuck due to incomplete or incorrect addresses. First, check Magento for the correct address, otherwise, contact the customer
If you receive an email from LogSolution regarding a stuck order, you must reply and unblock the delivery within 5 working days.
If there are any issues with the transmission or synchronization of orders from Magento/EffectConnect/Sello to LogSolution, please inform Marco Orsili and include Cristina in the cc.
Daily Tasks
Freshdesk
We communicate with our Italian customers using both formal and informal tones, depending on the context. If the customer uses "tu," feel free to continue with the same tone. However, if they use "Lei," switch to a more formal approach to match their preferred style of communication.
We always start the message with: ‘Gentile’ + Nome
If the gender of the customer is unknown to you, simply write ‘Buongiorno’
Work on tickets based on priority Urgent, High, Medium and Low
Order cancellations always have priority!
For orders shipped from the Netherlands, you can cancel the order in WICS if it is still marked as 'Confirmed’.
You can cancel it by clicking on the order and then on the scale button.
If the cancellation is in one of the marketplaces, you should additionally cancel/refund it there.
For orders shipped from Italy, you can contact LogSolution and request them to cancel the order in Asendia if it is still marked as ‘Ricevuto’.
If cancellation is not possible, you should inform the customer accordingly.
For eBay, you can reject the cancellation request with the reason that the order has already been shipped.
Check the return requests on all marketplaces
In Amazon VONROC (DS & FF) + FERM:
Amazon also has A-to-z claims that need to be checked daily
In eBay:
Please make sure to send a JPG (screenshot) of the return form/label!
In ManoMano Vonroc + FERM:
There is no dedicated return section on Leroy Merlin, but make sure to always check the messages on all platforms (e.g., upload invoices when requested*).
*Except for FERM orders, you can download the invoice from Magento.
Returns
*If you're unsure how to process a return, please refer to our Warranty Manual*
There are three types of returns:
Website return from viewing period (14 days)
Marketplaces return from viewing period (30 days)
Return Warranty (2 years)
Return Warranty procedure:
Conditions for a warranty return
The item is still within the viewing period
The item was bought less than 2 years ago
We ask the customer to send us the device back if it is
a high value device (50€ and up)
the device has a lot of usable spare parts
Please make sure to always check with a colleague for confirmation, as the procedure for Italy differs from that of other countries. As a general rule, we rarely process returns to the Netherlands through the Returnless - usually in exceptional cases that require us to inspect the products.
If the client wants to return a broken device, we always ask for a video and the serial number of the defective device.
If we receive the video and confirm the device is indeed defective, we first ask the customer if they would prefer a replacement. If they decline, we can then offer a refund (*only within the viewing period).
Different types of returns:
For unused items (shipped from Italy) within the viewing period, send the LogSolution return form to the customer for them to fill out, and then request the collection by emailing ritiri@logsolution.eu
For defective items, if you need them returned, you can schedule the pick-up via Packlink PRO at our expense.
If a customer wants to return an opened and used item that can no longer be resold, ask them to send it back at their own expense to the following address:
Marco Orsili
Via Adua 35
62012, Civitanova Marche (Italia)
If a customer wishes to return an unused and unopened item for personal reasons (e.g. dissatisfaction with the product or no longer needed), request that they send it back to the LogSolution warehouse at the following address:
Log Solution S.r.l.
Via Matteotti, 6
24050, Grassobbio (BG)
When placing a reorder, please enter ‘-’ in the returnless field, as we do not use the Returnless system like other countries.
Check messages on platforms
Not all messages can be responded to directly in Freshdesk, so it's important to check the inboxes across all platforms.
When you receive a request to upload an order invoice, you can resolve the ticket and then proceed to the platform to upload the invoice. Invoices for VONROC can be downloaded from Magento/EDI, while for FERM products the invoice can be filled in manually with a form that can be found on Teams.
Note: If you reply to messages on the platforms instead of Freshdesk, the tickets will remain open. In that case, please leave a personal note stating "answered on platform" and then resolve the ticket.
Always double-check the marketplaces to ensure messages have been replied to, and close them on the platform if you've already responded via Freshdesk.