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Contact Us Form - Subject of Ticket Naming

When submitting a request via the Contact Us form on a customer's behalf, we use a specific "request type" and format to maintain consistency, professionalism, and to help our colleagues prioritize request.

The Subject of Ticket field on the Contact Us form will become the subject of an email ticket and will be visible to the customer.

IMPORTANT: Anything entered into fields on the Contact Us form should be assumed to be customer-facing. Internal communication (details or questions) should be posted as a comment on the ticket after it has been submitted.

Related: Contact Us Form - Reason for Contact

Format

  • ORDER - REQUEST TYPE

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IMPORTANT: Only use the word "URGENT" if the issue is time-sensitive and needs immediate attention. Use sparingly. When marking a ticket URGENT, include the word URGENT before the order number in ALL CAPS.

  • URGENT - BM-12345678 - Cancellation Request

REQUEST TYPES

Callback Request [All CX Teams]

Use when a customer calls for a member of the team who is unavailable and a callback is requested.

ORDER NUMBER - Callback Request - (Employee First Name)

  • Example:
    • BM-60123456 - Callback Request - Monica

Pre-Shipment [Orders]

The following request types should be used only BEFORE an order has shipped. If the order has already shipped, see the Post-Shipment/Post-Delivery section instead.

  • ORDER NUMBER - Change Request
  • ORDER NUMBER - Route Removal
    Use when customer requests the removal/refund of Route Package Protection)
  • ORDER NUMBER - Cancellation Request
  • ORDER NUMBER - Order Status
    Use when a customer is requesting an order status update, tracking details are not present on the PO, and tracking cannot be located in Zoho Desk (using the vendor's confirmation number, WebLife order number, or customer name).

Post-shipment/Post-Delivery [Customer Relations]

The following request types should be submitted only AFTER an order has shipped. If the order has not shipped, see the Order Change or Cancellation section above.

  • ORDER NUMBER - Return Request
  • ORDER NUMBER - Product Issue
    • Use when submitting PDIs for items that have been delivered and received by the customer.
    • This includes missing (when included as a component of a received package), damaged, defective, or incorrect items.
  • ORDER NUMBER - Shipping Issue
    • Use when submitting requests for items that have already shipped but have not yet been delivered
      • This includes shipments or parcels that are marked "delivered" but the customer states have not been received, or en route shipments that have gone a significant amount of time without a status update.
    • This includes reconsignment requests, delivery service upgrades, stalled shipments, and failed deliveries.
  • ORDER NUMBER - Warranty Request
    • Use when a customer reports a possible defect and inquires about warranty coverage. If the customer does not mention a "warranty," use the Product Issue request type instead.

Example Scenarios

  • A customer calls to report that their mailbox arrived damaged.
    • Subject of Ticket: BM-12345678 - Product Issue
  • A customer would like to change the shipping address on their order, which has not yet shipped.
    • Subject of Ticket: MBW-12345 - Change Request
  • A customer would like to cancel an order that has already shipped.
    • Subject of Ticket: LPCM-12345 - Return Request
  • A customer would like to change the shipping address on their order, which shipped yesterday.
    • Subject of Ticket: BPITU-12345 - Shipping Issue

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