START

Start with login in at Gorgias, put yourself to online by clicking on your profile in the lower left corner
then switch the “available for chat” to online. Then go to “Chat – Curren live chat” start with the tickets
that are there from the previous shift, or if you have any unfinished tickets that are assigned to you.

DAILY UPDATES

After every work shift you should write a daily update containing this information.

• How many tickets you have closed

• Write down the order number and the amount of every refund you have issued
• If there is any question or statement that comes up a lot (e.g. The chronometer does not work).

ESCALATING TICKETS

If you have a ticket that you can’t resolve yourself you can escalate the ticket to the user Ben K. You do
this by going into the ticket and in the upper right corner you will see that it says either your username
or “Unassigned”. Click there and assign the ticket to Ben K. Be sure to get all the customer information
such as email address, order number and the reason for the ticket.

Examples for when you should escalate a ticket:

➢ The customer wants a replacement watch

➢ You can’t see a tracking number for the order in Gorgias even though the customer has written
down his correct email address.
➢ Miscellaneous questions that you can’t find an answer to the FAQ sheet.

When should I issue a refund: A refund can be issued if the watch has not arrived 2 weeks after due
date (See “local post offices” sheet for delivery times.) Always ask the customer if they want a
replacement watch instead of a refund as the cost for that is smaller.

If the customer returns the watch and we have received proof of the shipment (such as a working
tracking number) you can also issue a refund,

When should I NOT issue a refund: If the watch arrives faulty (broken in some way) do not issue a
refund. Instead tell the customer you will send them a replacement watch.

FAQ

Where is my order?

- Ask the customer to put in his email adddress they made the purchase with. When they have done so
you will find the shipping information on the right bottom corner (see attached image). Go to:
http://www.track-chinapost.com and copy paste in the tracking number. Tell the customer what the
tracking says. If the tracking states that the order has reached the destination country, see the list “Local
Post offices” and inform the customer that they can track the order through their country specific post
office. Inform the customer what the ususal time of delivery is (see “local post offices”.)

How long is the delivery time?

- We will ship the order within 5 days, then look at the delivery time for the specific country which can
be found in the “local post offices” sheet.

Do you have watches for women?

- We do not have watches specifically for women, but we do have some models we consider to be
unisex such as the Minimalo and Titanium line of watches

Do you have a warranty?

- We have a 3 month warranty

Are the watches waterproof?

- They can stand rain, but we do not recommend you to take a shower with them on

Are they REAL Curren watches?

- Yes, they are real Curren watches

Where are the watches made?

- The watches are designed in Sweden but manufactured in China

Where are the watches shipped from?

- China

How can I track my order?

- See answer for where is my order.

The tracking number does not work?

- If the tracking number does not work it usually is because China post has been slow in updating the
tracking register. Tell that to the customer and inform them that the tracking should work soon.

I want to return my watch, where do I send it to?

- Send the watch to the address:

Contact Name: zouhaifan
Street Address: Gu Shu Sha Bian east industrial area, 8 Building B, Xi Xiang jiedao, Baoan district
City: Shenzhen city
State/Province/Region: Guang Dong province
Country: CN
Zip/Postal Code: 518100
Phone Number: 18925223259
Once we get a proof of the shipment such as a tracking number we will issue a refund

Always write down the order number and the reason for the return in the sheet,
https://docs.google.com/spreadsheets/d/1KWLv4oo2DJyJKtbxUu-
3_N7XLqgmvsGsndQ9KVWILNI/edit#gid=0

My watch arrived broken, how do I get it replaced?

- Send us a picture of the broken watch and we will replace it for you as long as it is within the
warranty time

Always write down the order number in the sheet,

https://docs.google.com/spreadsheets/d/1KWLv4oo2DJyJKtbxUu-
3_N7XLqgmvsGsndQ9KVWILNI/edit#gid=0

The watch has not arrived yet, I want a refund!

- If the shipping has taken longer than 2 weeks after the standard delivery time for that country (see
“local post offices” sheet, ask the customer if they want a new watch shipped with express delivery

How do I buy the watches?

- You can buy the watches from our online store using Paypal or Card

Why such a huge discount?

- We are in the process of changing owner and need to clear out our stock

How long will you have the sale?

- Until our stock is sold out

I found the watches at XX for a lower price, why is that?

- You can find almost everything cheaper in some stores, and there is a lot of fake watches around on
the internet. We do not have a price guarantee.