MANUAL CS ALLEGRO FF & DS
What and where to check = start of the day
There are 2 accounts Allegro FF (stock in PL):
User: ecommerce@vonroc.com
Password: ZwolleVonroc666!
and Allegro DS (stock in Zwolle):
User: ecommerce-pl@vonroc.com
Pass: Vonroc2020!
1. What to check?
- Chat on Allegro – better to answer in max 2 hours to avoid drop in customer service ratings
- Discussions on Allegro. Discussions are form of a claim, customer make it mostly when is insecure about the result of our taken actions or wants to return something.
Here the best is to answer ASAP, otherwise we lose ratings on Allegro.
- To check if all shipment went smoothly you need to go to Orders & Returns > Orders
And choose some filters: awaiting shipment – in progress – new
If “awaiting shipment” “in progress” is from 2/3 days you need to check DETAILS of the order and look if the tracking number is filled in.
IF THERE IS NO TRACKING NO, then in case of ALLEGRO FF you need to go Linker/Inpost back end – you have already credentials, log in and check in order’s list what is going on.
Log in to Inpost (linker.shop): https://auth.linker.shop/auth/realms/inpost/protocol/openid-connect/auth?client_id=linker-fe&redirect_uri=https%3A%2F%2Finpost.linker.shop%2F%23%2Forders&state=64f2a8ed-615b-4d74-8bd3-0fe72aadef2b&response_mode=fragment&response_type=code&scope=openid&nonce=75e258f0-1fae-4647-ad1b-173270caf36d&code_challenge=TaU-KFmi4DUQgU7yrCQNAX6Y0LP1mgqjJKRlRqNj7fg&code_challenge_method=S256
User: ecommerce-pl
Password: ICGHqYrd
You copy the order number from Allegro and paste it to column Client ord.no.
You check if there is a shipment ready and the status.
Whenever is “Ready for packing” and there is a shipment number – all is fine.
! Sometimes there is a status “Ready for packing” but there is no shipment. Then you need to take a contact and ask for particular order (give the Allegro order no or Inpost order number with LVON).
Contact person Izabela: ilaczkowska@inpost.pl
Or Aleksandra: aplacheta@inpost.pl (when ilaczkowska is sick or off).
And make steps later if you have answer what happened : so contact the client, refund, reorder from Zwolle (when refund or order from Zwolle then you need to cancel the order in Inpost).
If while doing order checking you see an order as the one below, you need to change the status to cancelled and refund the order:
2. HOW TO CONTACT CLIENTS ON ALLEGRO?
IN ORDER DETAIL at the bottom in the Buyer section, you will find client log in/nick name – this one is crucial when it comes to checks on Allegro
You need to copy it carefully without any spaces
Go to Allegro chat > FILTER and PASTE it there
You can inform the client about the situation.
Ps. There is also opposite movement, whenever client asks for checking the order you just copy the nick and go to ORDERS and paste it in there - to see what is going on.
3. RETURNS
On Allegro clients can return the products without any information about it. These kind of returns you will find in Orders & Returns > RETURNS, please check it every 2 days, if you see something new. If the status is “in transit” or “dispatched” please refund the order.
If is says “Return declared” do not take action until you see “in transit” or dispatched”.
4. HOW TO REFUND A CUSTOMER?
Go to the order (either from Orders or from Returns)
Choose ACTION:
And from the list “Make a refund”. Also choose “Sales commission refund” so we get the commission back.
Choose reason:
Go down and click on MAKE A REFUND
RETURN TO ORDER > GO AGAIN TO ACTION LIST > CHOOSE “SALES COMMISSION REFUND”
5. HOW TO CANCEL AN ORDER IN INPOST
There are 2 reasons to cancel an order in InPost:
- Cancellation by customer:
Take the order number, go to InPost and select Orders> List:
Then in “Client order number” paste the Allegro order number:
Once there, go to the right most and click on the button Actions>Cancel Order:
Click on Cancel order again and you’ll see below screens:
2. Order shortage:
Same procedure as above, but we only know about the shortage after receiving this email:
We always open the file in the middle (an Excel file). If it’s empty, we do not need to do anything. If it’s not (like the one below) we need to follow the steps from above:
Please share with the responsible person regarding the SKU that appears on the shortage so they can update the stock. If Nikol or/and Juan are on holidays, they will let you know who to contact in case of emergencies.