SOP-2210 Client Shipping Issues

Procedure / Policy Overview

A coach should direct the client to speak with the shipping department for any shipping issues the client may be experiencing.  The coach should send a HappyFox Ticket to the shipping department so they are aware of the issue and can fix any issues directly with the client. 

1. Client: 

   •  Messages coach about a shipping issue

2. Coach: 

   • Directs the client to contact the shipping department directly by selecting the option in Clear Connection message center to send their message to the shipping department. 

   • Script for directing the client to the shipping department:

     " I am sorry you are having issues with your order. Please start a new message and choose the option to direct your message to the shipping department."

   • Create HappyFox Ticket (SOP-2330)

3. Shipping Department:

   • Responds to the Happy Fox Ticket within 24 hours of receiving

   • Responds back to the client in clear connection once the client messages the shipping department. 

     • In the case that a client never reaches out to the shipping department then the shipping department will still fix the issue based on the HappyFox Ticket and reach out to the client letting them know the solution. 

• Steps to take for a client that experienced a shipping issue