1. AI Demo Account - 307 - Brand 2
  2. Orders & Payments
  3. Order Tracking and Delivery

Order Tracking and Delivery

Once you've redeemed your award, this section provides all the support you need for order fulfillment, shipping, and returns from the Workhuman Global Rewards Store.

Handling Replacement Orders

Stephen Ujfalussy
Stephen Ujfalussy

Goal: To provide a seamless, friendly, and efficient experience for customers requiring a replacement item, ensuring maximum retention and satisfaction.

1. The "First Impression" Mindset

A customer needing a replacement is often frustrated or disappointed. Our goal is to flip that narrative. Be boldly empathetic and efficiently helpful.

  • Be Friendly: Use the customer’s name and maintain an upbeat, warm tone.

  • Be Professional: Acknowledge the issue (e.g., damaged goods or wrong item) without making excuses.

  • Be Quick: Value their time. A fast resolution is the best way to regain their trust.

2. Inventory & Variance Check

Before committing to a replacement, you must ensure we can actually fulfill the request. Customers are much unhappier if promised a replacement that later goes on backorder.

  • Check the SKU/Variance: Always verify the specific size, color, or model.

  • Real-time Stock Check: Confirm the item is "In Stock" and "Ready to Ship" in the Warehouse Management System (WMS).

  • The "Upgrade" Save: If their specific variance is out of stock, pivot immediately: "I'm so sorry, that specific blue is out of stock, but I have the emerald green ready to ship right now. Would you like me to secure that for you instead?"

3. Secure Payment via Payline App

For many replacements (such as upgrades or out-of-warranty swaps), a new transaction is required. To maintain PCI Compliance, we never take card details verbally. We use the Secure Payline App.

How to Guide the Customer:

Inform the customer: "For your security, I’m going to transfer you to our automated secure payment line. I will stay on the line with you, but I won't be able to hear the numbers you type."

Step-by-Step Instructions for the Customer:

  1. Card Number: Ask them to enter their long card number followed by the hash (#) key.

  2. Expiry Date: Ask them to enter the 4-digit expiry date (MMYY).

  3. CVV: Ask them to enter the 3-digit security code from the back of the card.

  4. Confirmation: The system will read back the total amount in GBP (£). Ask the customer to follow the prompt to confirm and process the transaction.

4. Closing the Loop

Once the payment is confirmed:

  • Provide the New Order Number: Give it to them verbally and confirm an email is on the way.

  • Set Expectations: Tell them exactly when it will ship and provide an estimated delivery date.

  • Final Touch: "I’ve personally marked this order for priority dispatch. Is there anything else I can do to make your day better?"

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