Customer Support Guide
Customer Support Guide
The purpose of this document is to provide a guideline and workflows for handling different requests and issues coming in as support tickets from Wundermart customers. This is an internal document so please do not share it with external parties.
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General information
Customers
At the moment, Wundermart has three types of customers:
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Customers with fully serviced shops: shop built by WM, shop and supply chain management done by WM’s own distribution center, shopkeeping done by WM;
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Customers who shopkeep themselves: shop built by WM, shop and supply chain management done by WM together with partner suppliers, shopkeeping done by the customer;
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Customers who use WM platform: shop built by the customer, shop and supply chain management done by the customer, shopkeeping done by the customer, WM provides the software and technical support.
Main systems and applications
ERP Admin
https://erp.wundermart.io/admin/
This is the main system for managing operations and supply chain in autonomous Wundermart shops.
Guideline through different modules and processes in the ERP can be found here: https://wundermart.atlassian.net/wiki/spaces/ERP/overview
Shopwizard App
Shopwizard App is a mobile application which operates on both iOS and Android smartphones. It is used by Wundermart shopkeepers as well as by the customers who shopkeep themselves. The app allows users to perform daily operations in their shop such as reporting expired items, doing manual stock counts, matching digital price cards, confirming if delivered goods match the order, etc.
For more information on the Shopwizard App visit: https://wundermart.atlassian.net/wiki/spaces/SUP/pages/685703271/Shopwizard+App
Wundersuite
Wundersuite is a page on which Wundermart customers can track their shop performance. At the moment, it offers insights in transaction data, monthly sales, sales in a certain time period as well as reports on bestselling items, shrinkage and waste. This App also includes a link to ERP and the old Shop Owner’s Portal.
You can log into Wundersuite here: https://shopowners.wundermart.dev/#/login
For SRG Users: Accessing the Shop Owner's Portal
SRG users will continue to access the old Shop Owner's Portal through the following link:
https://shopowners.srg.wundermart.dev/#/login
Internal systems and resources
There are several systems used for storing and sharing useful information on Wundermart clients, supply chain, business development, software development and other relevant company data.
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HubSpot is a tool that is currently used by Wundermart Customer Support and Sales.
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Monday is a project management tool where you can find information about the upcoming shops being in the development and building phase or a detailed overview of existing customers.
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Grafana is an online tool for managing data and building dashboards. There you can find useful insights in the performance of the WM shops and data on supply chain operations.
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One Drive / SharePoint is a place where you can find information across different departments including BD, Finance, Supply Chain, etc. Folders and files relevant for customer support topics will be discussed in more detail later in the guideline.
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Miro is an online whiteboard and visual collaboration tool used for by different WM teams for brainstorming and process development. CS team has Support Flow Miro board where we draft CS processes and workflows.
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Confluence is an online tool for sharing and storing documentation. It is mainly used by the Product Team to store and share documentation about software development. Customer Support uses Confluence to create up-to-date knowledge base on Wundermart applications both of internal and external use.
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Jira is a software application used by the Product Team for issue tracking and managing product development tasks.
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Sentry is an error tracking tool used by the developers to monitor any issues or crashes in real time.
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Slack is used as the main internal communication channel.
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Outlook – personal inbox and general support@wundermart.com inbox
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Bamboo.hr is an HR online tool where employees can request holiday, report sick leave, fill employee satisfaction surveys, fill in their quarterly goals, etc.
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Dash-App - a standalone web app that can send messages to specific users/locations/countries/all.
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Picqer – Supply Chain platform where we can see orders, picklists, hub stock of products.
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1Password: Tool used to store WM Applications passwords
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Ticketing system
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HubSpot introduction
We use HubSpot (Service Hub) to handle all our incoming requests and analyse the ticket data.
Customers can contact us via email to support@wundermart.com or by using this form.
For more information on the support workflow, check this page.
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Ticket tagging
The first step in handling an incoming ticket is detecting what the ticket is about. If it’s clear to us what the ticket is about, we can confidently offer the right solution. In the case we cannot resolve the ticket ourselves, by identifying the issue we will know who the right person is to take over.
To best define what the ticket is about, we use ticket tagging. Tagging also allows us to track the stats on the types of tickets coming in. This data can help us further optimize the processes and develop more automated workflows, so it is very important to understand and correctly apply ticket tagging.
Type
The tickets can broadly be organized into three groups: requests, complaints and updates.
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Requests are those tickets in which the customer is asking us for something to be given or done.
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Complaints are the tickets in which the customer is expressing they are unhappy or unsatisfied with something or when customer is reporting that something is not working as expected.
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Updates are the tickets in which the customer or another party is providing us information without requesting to take specific action towards them.
As per the nature of the ticket, we categorized them as status: Normal High and Critical
Topic
After placing the ticket in the right group, we also need to specify the topic. To identify the correct topic, we need to dive deeper in the different segments of running a Wundermart shop. Here we must consider different types of customers:
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Customers with fully serviced shops: shop built by WM, shop and supply chain management done by WM, shopkeeping done by WM
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Customers who shopkeep themselves: shop built by WM, shop and supply chain management done by WM, shopkeeping done by the customer
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Customers who use WM platform: shop built by the customer, shop and supply chain management done by the customer, shopkeeping done by the customer, WM provides the software and technical support
These customers may have different issues depending on how the shop is being run. Therefore, it is important to know what type of customer we are communicating with.
In the next chapters of this guide (Chapter 3 – 18) we’ll provide an overview of ticket topics and a range of sub-topics to choose from to best capture what the ticket is about. With a good use of tags, we can create a valuable database that can help to improve and automate the customer support processes.
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ERP
Customers who use WM platform have direct access to their own ERP instance. We use following sub-topics to classify the requests related to ERP:
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Bug report
Customers may detect bugs in the system and report them. These tickets go into the Technical Support Pipeline and they are forwarded to the Product Team as Jira tickets. We need to communicate the urgency to the Product Team. If it is an urgent issue, it needs to be published on the Critical Issues channel in Slack. Once the extent and severity of the bug is assessed, we need to communicate an approximate timeframe for the resolution to the customer. Once the bug is fixed, we inform the customer on the resolution.
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Feature request
Customers may have suggestions for system improvements and new features. Feature requests go into the Technical Support Pipeline. They are communicated to the PO as Jira tickets. Once the PO assesses if the feature request will be taken on the roadmap or not, the outcome needs to be communicated to the customer.
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ERP: ERP/SWA/Wundersuite login
Customers or colleagues may request account creation for SWA and/or Wundersuite. Customers may also request a change of login details. For an instruction on user creation see here: https://wundermart.atlassian.net/wiki/spaces/ERP/pages/634486793/User+creation+internal+use+only+-+for+now
If a customer has issues with logging into the app or the portal, we need to check their user settings in ERP and if they have all the needed permissions. In some cases, we will need to reset the password.
!! Please check if the user belongs to a location that is supplied by the Hub, then access to the SWA is not needed.
Please note that the login fields in the Shopkeeper’s App and Shop Owner’s Portal are case sensitive, so please enter the email address in small letters only.
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ERP: New customer registration
When a new customer is about to start working with Wundermart, we need to create their record in ERP (location, empty kiosk). For instructions on how to create new kiosk see here: https://wundermart.atlassian.net/wiki/spaces/ERP/pages/614039773/Create+a+kiosk
After a kiosk + location is created, do not forget to tag Koen on Monday.com including – Value Circle – Responsible for the shopkeeping.
Once you've finished adding the necessary information, please copy the link from Monday and share it in the #support-koen Slack channel (https://slack.com/apps/A2AEA936K-wonder).
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ERP: How to?
When a customer or a colleague is asking us for advise on how to get something done in ERP
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Assortment management
All WM customers may have questions about assortment management. These questions include changing article information, adding or removing items from the assortment, changing prices or modifying product classification. The sub-topics we use to classify these requests are:
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Assortment modification
Customers may request to modify their assortment by for example removing or adding articles. These changes are done in the Assortments and Kiosks modules of ERP.
For further instruction on assortment modification, see here: https://wundermart.atlassian.net/wiki/spaces/SUP/pages/678789436/Adding+and+maintaining+the+assortment
Below is a list of possible options you can choose from when you receive a request to make modifications of the assortment:
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Assortment: Add articles
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Assortment: Remove articles
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Assortment: Assortment change
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Assortment: Price level modification
Prices are defined in the Price Level Sets module of the ERP. If the customer requests to adjust the price or correct an incorrect price, these changes can be made in the kiosk article page. Sync the changes with the POS (from the Kiosks module).
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Assortment: Product information
Product information includes product image, barcode or other information that may have to be modified or corrected.
It is very important to make sure barcode information entered in the system is correct as it allows for the product to be scanned on the POS but also to perform different tasks in Shopwizard App such as manual stock counts, digital price card matching and waste reporting.
Sometimes customers may report that the product cannot be scanned. This problem may come from different reasons. One of them is an incorrect barcode so we need to investigate if that is the case.
First step is to ask the customer to send an image of the barcode on the product. Then we need to compare the barcode number on the image with the barcode number entered in the system. We also need to check if the product is in the kiosk of that location (Kiosks module).
Barcode information can be found by searching for an article and checking GTIN CONSUMER UNIT field under article information. In this field we enter the barcode on the item itself. It should be filled in for all articles that have a barcode so they can be scanned at the POS. If the barcode does not match, we can determine that is causing the problem.
Next step is to determine if the article information has recently been changed by the supplier. We can ask for confirmation from Supply Chain Team. If there was no change to article information, we can proceed changing the barcode, so it corresponds with the one on the product. Once we changed the barcode, we need to send the changes from the Kiosks module of the ERP to the actual POS and ask the customer to try scanning again. If there is still an issue, we need to report it to Technical Support.
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Assortment: Product not in the menu
Customers may report that a product is missing from their POS menu. First step is to check if the product is in the kiosk of that location (Kiosks module). If the product is in the kiosk, it could be that it was added but the changes were not sent to the actual POS. That’s why it is important to sync the changes. After we did that, we can check if the product is visible by checking the POS through the VPN connection (insert-kiosk-IP-address:4002/shop). If the product is now visible, we can inform the customer on the resolution.
Another case can be that the product was never added to kiosk of the location. First, we need to check if the product is in the planogram. Then we need to make sure that the product is added to that kiosk. Next step is to push the assortment (Kiosks module). We can check if the product is visible through the VPN connection. If everything looks good, we can inform the customer on the resolution.
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Assortment Stock adjustment
If a customer or a colleague request to check why the shelves are empty, we might need to do manual stock counts in the SWA and correct the stock levels of some articles based on shop photos.
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Supply chain: orders, deliveries, stock
WM customers will often have inquiries and requests related to supply chain, such as requests to order items, to confirm the upcoming delivery or to report incorrect delivery. Possible topics of supply chain related requests are listed below:
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Delivery confirmation
If a customer requests a delivery confirmation, check the order details in ERP and delivery days for the location. In some cases, you can contact the supplier (or responsible person in the Operations to find out the exact delivery time).
This can be found in ERP under:
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Kiosk
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Kiosk Supplier
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Order Days.
Note: Our Hubs order days are the same as delivery days. For other suppliers that can be different.
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Delivery change
If a customer requests to change their delivery (time or date), contact the customer service of the supplier and check if it is possible. Inform the customer on the outcome.
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Delivery incorrect
If a customer reports an incorrect delivery (missing items, over-delivered items, damaged items, etc.), investigate what led to the issue – is it a WM system error or bug, is it incorrectly entered stock data, or is it supplier side issues? Below you will find the list of resources you can use for the investigation.
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Delivery notification
Some suppliers use post to send deliveries (e.g. Hama, Vriesia) and we receive a notification that the package has been shipped.
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Delivery missing
If a customer reports that the delivery did not arrive on the confirmed delivery date, check with the customer service of the supplier (or responsible person in the Supply Chain team). Inform the customer on the outcome.
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Delivery cancellation
If the delivery is cancelled by the supplier, inform the customer accordingly and provide an explanation.
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Order cancellation
If a customer requests to cancel an order, contact the customer service of the supplier and check if it is possible. Inform the customer on the outcome.
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Order confirmation
If a customer requests an order confirmation, check the order details in ERP and inform the customer.
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Order change
If a customer requests to change their order (add or remove items), contact the customer service of the supplier and check if it is possible. Inform the customer on the outcome.
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Request new order
If a customer requests to add something to an order or a new order, check the orders that are in DRAFT in ERP.
When adding articles to the manual order, make sure these articles are in the kiosk page of the location. Also, check the stock level and MIN and MAX settings in the kiosk page to determine appropriate amounts to orders (unless these were already included in the customer’s request).
For Eden Hotel Amsterdam, we order the pizza ourselves when the customer requests it in the following way: on Tuesday or Thursday before 12.00 at bestellingen@pizzasi.eu; They will be delivered the next day. We need to order a minimum of 10 boxes per order. The customer contact person Abdelhak.Cheddad@edenhotels.nl, will receive an e-mail around 8.00 on the delivery day with the expected delivery time (please include email and name of the person and address of the hotel). We also order tostis for them by sending an email to serge@tostissimo.nl; the minimum order amount is 15 boxes, please remember to include the name of the hotel.
There are several resources that can help us in determining how to best assist our customers with solving supply chain related issues.
ERP
We can check the status of orders and ordering settings in the ERP. We can check the stock levels and stock settings. For more information on supply chain operations in ERP, check here:
https://wundermart.atlassian.net/wiki/spaces/ERP/pages/698876024/Wundermart+ERP+operations
Grafana
There are several dashboards in Grafana which provide detailed information on supply chain operations in WM shops.
For example, on this dashboard you can find a lot of information on the state of shelves and ordering.
These dashboards are primarily used by Supply Chain Team to monitor supply chain operations. However, these dashboards can be very helpful for Support Team to investigate an issue connected with orders or deliveries. In general, it’s very useful to take some time and explore the information these dashboards are offering to understand how WM shops are operating and possibly proactively spot issues which need to be addressed.
Supply Chain SharePoint
On WM SharePoint we can find supply chain related information under Wundermart > Operational Teams > Data & Replenishment.
For example, there we can find a list of delivery days our suppliers can support per different locations: Wundermart > Operational Teams > Data & Replenishment > Delivery days per country.
It is important that the order days settings in kiosk page in the ERP match with the delivery days supported by suppliers for a specific location. Thing to remember: order days in the ERP represent the days on which the order is being placed. In some cases, delivery will take place the next following day. For example, if the order day is set to Monday, delivery will take place on Tuesday. For the shops supplied by our Hub, delivery day is the same as order day. Non-food orders are being sent by post, so they take a few days to arrive, which means the delivery day will usually not be correct in ERP. Tracking of these orders can be done by checking the Supplychain inbox and looking for the order number or location.
Contact suppliers
To be able to solve some customers’ requests, we would need to get in touch with the suppliers directly.
Below is the list of contact details per supplier. You can also find most up to date contact details for suppliers on this Monday overview.
Conway Belgium
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Customer Service: info@conway.be
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Shopkeeping: Steven Sneyers steven.sneyers@conway.be, Mohamed Berrada mohamed.berrada@conway.be
IjsExpress (ice cream supplier NL)
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Shop software: POS, digital price cards
Customers may report different kinds of issues related to shop software. For example, the screen on the POS machine may display a different page than the starting menu. In another example, digital price cards may display incorrect information even after an update.
Two main sub-topics for software related issues are:
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POS
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Digital price cards
To handle these issues, we first need to do some investigation to determine if the issue is indeed software related. Sometimes, the issue with the POS or price cards can be caused by a hardware malfunction or simply because information in the ERP is incorrect or missing. By asking the right questions to the customer and conducting a detailed investigation, we can rule out some of the potential causes. Once we have ruled out incorrect product information in the ERP, we can follow the steps below.
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First step is to try to connect to the POS through Open VPN.
If the connection fails, that can signal an issue with internet connection at the location. Handling of the internet connection issues will be explained in the next chapter.
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Next step is to ask the customers to perform the restart of the POS in case they haven’t done it yet.
You can find an explanation of the restarting steps in the first chapter of this page: https://wundermart.atlassian.net/wiki/spaces/ERP/pages/702283836/Troubleshooting+of+the+hardware+components
If after restarting the POS, there is still an issue, we can ask the customer to send us a photo of the POS screen.
Then we can do some additional remote checks following the instructions in this guide. If we are still unable to solve the issue, we need to request support internally from the people responsible for POS software (Antonio). When doing this, we need to write a clear report on the steps taken so far and create a Jira ticket if possible. Once the solution is there, we can take the next appropriate steps and inform the customer on the status.
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Shop hardware
Below is the list of sub-topics for shop hardware related tickets:
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Internet connection
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Price cards
If the customer reports they are missing price cards for some articles, we can check with the shopkeepers (for the locations supplied by the Hub) if they are able to deliver them upon the next delivery. Shopkeepers need to be instructed to connect the price cards with the articles by following the steps in SWA.
If the customer wants to order extra digital price cards, we can request that from Renske on the Monday board.
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Scanner
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POS screen
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Marketing screens
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PIN terminal
All shop hardware issues are placed in Technical Support Pipeline. When we receive a ticket that seems to be about a shop hardware issue, we should first do some troubleshooting to determine if the cause is indeed a hardware malfunction. To learn more about shop hardware and troubleshooting steps, see this page: https://wundermart.atlassian.net/wiki/spaces/ERP/pages/700547219/Wundermart+Hardware+Components
If the case is that we need to change hardware, we need to check if there is enough stock in the Hub:
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Picqer instances
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Go to Products and filter Supplier by “Simac/Spare Parts”.
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If there are enough spare parts available, we send the request responsible Hub Supervisor asking them to go and replace the part at the location.
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If Wundermart will provide the part we need to reach out to the corresponding Hub/Ops Manager.
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We call them with the general request.
Hub
Hub/Ops Manager
Phone number
Hub NL/BE
Gijs
+31615275904
Hub UK
Peter
+447774882463
Hub Berlin
Saddam
+4917643427245
Hub Munich
Nick
+4915228950914
Hub Austria
Nick
+4915228950914
Hub Paris
Ali Lama
+33699158294
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We send an email with all the details of the request (there is a template in HubSpot for that, called Request to deliver spare part from Hub). If we need a new Adyen terminal we need to ask that the Hub Manager provides the serial number of the device to us.
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Hub Manager or shopkeepers will deliver the part to the location and need to report back to us when it is on site. We need to change the stock for the part in Picqer.
HUB SUPERVISORS
Germany
For general inquiries, for the following VCs, the following supervisors would be the best to contact:
Berlin - Saddam Hussain
Hamburg - Saddam Hussain, Nouman
Dresden/Leipzig - Saddam
Ruhr Gebiet - Marc Toombs
Frankfurt - Marc Toombs
Munich – Ilker, Marlon
Depending on the level of seriousness, please feel free to add me into any of the above (such as the inspection which happened in the Munich Hub 2 weeks ago/if the issue has been ongoing/if client dissatisfaction is high).
Additional process for when shops are offline (you can set up tasks for yourself to remember them):
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We need to inform Koen and Jeroen via email when a shop is offline for 4 hours. We can do that from the ticket.
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We need to inform Account Management via email when a shop is offline for more than 24 hours. We can do that from within the ticket.
These are only meant as an FYI so that Koen, Jeroen and Customer Success Manager are informed in case a GM reaches out to them.
Other hardware issues: marketing screens
This does not refer to the screen of POS machine but marketing / promo screens. These screens are handled by WindowSketch (main contact: support@windowsketch.eu, Marvin (escalation point) is not usually handling support issues, but just in case we might need it his email is marvin@windowsketch.nl.
When reporting a screen issue to Windowsketch we need to mention the location, describe the issue and if possible, send a photo of the issue and direct contact at the location so Windowsketch can check directly if the issue is still there.
The screens all have a remote control – the hotel should know where this is however this may also not be the case. The remote control will enable source and to check the resolution/dimensions of the display.
We are also able to check ourselves which screens are online/offline via the portal.
Cms.windowsketch.eu
Name: support@wundermart.com
Pw: Wunderbar2024!
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Furniture, fridge, freezers & coffee machines
Furniture
If the customer reports some issues or damages to the furniture, or lightning or would like to have anything changed in the shop setup, then we can tag the ticket and it will move to the Aftercare pipeline. We make Olivier the ticket owner and he will handle the request.
Fridge
If the customer reports an issue with the fridge, we need to contact Carrier, add the tags to the ticket, then add Olivier as the ticket owner and move the ticket to on-hold. Also signal the issue in the #fridge-issues channel on Slack. Olivier will then make sure the issue gets solved and will mark the Slack post with a green check mark after the fridge has been fixed.
There is a template already for contacting Carrier, the following details are needed: the location, nature of failure, the serial number of the fridge (check this Monday board or ask the customer) and any other information that may be of use (access times etc.)
Carrier Service contact details:
For NL/BE
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Phone NL: +31 088 – 6666 100
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Phone BE: +32 (0)3 – 231 50 93
For DE
Seco Kältetechnik:
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The phone-No. is: 01805 / 446530 or
For UK
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Service desk: +44 0800 28 28 76 (UK Number)
For AT
Seco Kältetechnik
Email: office@secokaelte.at
For FR
Carrier FR
For ES
Carrier Spain
Email: Eduardo.frias@carrier.com
There is an instruction video on how to clean and properly maintain the fridge.
We can provide this to the customer in case of such questions.
Here you can find a powerpoint on how to escalate the fridge issues per country, but at the moment Olivier is handling escalations.
Unilever Ice Cream freezers
Here is an Excel with the locations that have freezers in their shops.
For issues with delivered freezers
1.) The customer contacts Support@wundermart.com
2.) The customer must include the following in the email:
• Name of the Hotel (and address)
• Activation number of the Freezer
• Brief description of the complaint
3.) Our support team can then pass the complaint on to robin.torcque@unilever.com and daan-de.jong@unilever.com
4.) Unilever will then send someone to repair the freezer within 5 days. The technician will come at a random and unannounced time.
For complaints regarding deliveries and assortment:
1.) The customer contacts Support@wundermart.com
2.) The customer must include the following in the email:
• Name of the Hotel (and address)
• Brief description of the complaint
3.) Support will initially forward the ticket to IjsExpress (info@ijsexpress.nl)
If there is no response or a very late response, Wundermart support will contact Guy Broekhuijs, and he will handle the escalations with Unilever for the time being.
ICE CREAM DE:
For questions about Ice cream deliveries please contact Nick and the designated HUB supervisor of that region.
ICE CREAMS SUPPLIER IN THE UK “On the Rocks”
You can use "sahithy@otrdirect.co.uk" <sahithy@otrdirect.co.uk> and Aysha <aysha@otrdirect.co.uk> as contact persons.
ICE CREAM NL: https://wundermart.atlassian.net/wiki/spaces/ERP/pages/1335263233/Ice+cream+issues+and+escalations
Coffee Machines
An overview of the coffee machines can be found in this document.
Lighting
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If there is an issue with a lightbulb, then it is the customer's responsibility to fix it
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Shopwizard App (SWA)
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Error message
Customers may encounter error messages when using the app. We need to ask the customer to send us a screenshot, the app version they are using and their phone’s OS. We should check the error message code and investigate the issue (Sentry). Based on the investigation, we can determine if the issue is:
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Due to an incorrect information in the system (e.g. incorrect barcode)
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Because customers are scanning an incorrect barcode (e.g. barcode on the price card instead of article barcode)
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Because of a bug. In that case we need to report it to app developers by creating a Jira ticket.
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Because of another reason. In this case we need to report it to app developers (Jira) for further investigation.
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SWA feedback
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Wundersuite
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Feedback
Customer’s feedback is always very welcome as it helps us improve Wundermart applications. Customers may share their feedback through a support ticket. If the customers give us feedback in the form of a feature request on the Wundersuite, we should report it to the PO and Frontend Team as a Jira ticket.
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Error message
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Food safety
There are two main sub-topics of food safety related issues:
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Expired items
Most of the waste reporting is done by WM shopkeepers or by the customers who shopkeep themselves. In some cases, the customers will send a list of expired items to Support. This is the workflow for reporting waste when we receive expired items list from the customer: open the kiosk page in ERP > find the article from the expired items list > open the article and copy the GTIN CONSUMER UNIT (barcode number) > copy the barcode number to https://barcode.tec-it.com/en to generate a barcode we can scan in the Shopwizard App > open the SWA > find the right location > open Waste / Best before section of the app > scan article barcode you’ve generated > enter the correct amount to write off. Once you have reported all wasted items, you can check it under Waste reports section in the ERP. Inform the customer that the stock has been adjusted.
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Fridge temperature alert
Fridges in WM shops have thermo-loggers to monitor the fridge temperature. Customers are responsible for activating the thermo-loggers and monitoring the fridge temperature.
If the temperature goes above a certain limit, an alarm is sent to support@wundermart.com.
In some cases, the temperature regulates itself. When we receive a temperature alarm, we can wait 30-45 minutes. If there is no notification that the temperature returned within the limits, we can contact the customer to check the fridge and adjust the temperature. We will receive an automatic notification once the temperature is within the limits again.
Thermo-loggers can be monitored on this site: https://www.saveris.net/users/login
Login: support@wundermart.io
Pass: Testo2019#
If the customer has a question about installing the thermo-loggers, we can provide them the following video instruction: https://youtu.be/vUqaOTAAO3E
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Vouchers
Please note that any requests for discount vouchers from customers should be escalated to the account management team and Koen for review and approval. Account management and Koen are responsible for determining eligibility for discount vouchers and ensuring that they are granted in accordance with company policy.
In ERP, there are three main types of vouchers that can be created: Credit vouchers/age vouchers/discount vouchers. Credit and discount vouchers do not have an expiration date.
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Request new vouchers
Customers may request to receive vouchers. Depending on the voucher type requested, we can follow the following instructions for voucher creation in ERP: https://wundermart.atlassian.net/wiki/spaces/ERP/pages/626131057/Creating+vouchers
Save vouchers as PDF (for credit vouchers save as WMcompanynamenumberof vocuhersXvalueEUR.pdf) and share them with the customer. After we send the vouchers to the customers, we need to fill the details of the request in the table shared with Finance Department as they are responsible to create the invoices for the vouchers.
All discount vouchers can used any time as long as they are kept active in our system. Now there is also a "validity hours" field for discount vouchers.
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Feedback
If the customers give us feedback on the vouchers feature, we should report it to the PO and Product Team as a Jira ticket.
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Invoice
Customers may inquire about voucher invoices. Invoices for vouchers are created in Exact. We can contact Finance Department to provide us the invoice (finance@wundermart.com).
Age vouchers in UK
Every few months we need to create 50000 age vouchers in ERP, then export their codes through Grafana, see here a how to and then send them to George in an Excel file.
Our UK customers will tell support when they are (almost) running out of age vouchers. The process is that we create some in ERP and send them 200-400 age vouchers in a pdf as an answer to their email, then email Jerdean at jerdean@wundermart.com and ask him to give age vouchers to the shopkeepers for their next visit to the shop.
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Finance
WM customers receive a monthly invoice and Shop Results. These are being sent out to the customers around the 15th of the current month for the previous month. Invoices are being created by Finance Department. The shop results are generated and sent out by the Finance Department, but the Product Team is currently working on making that available in the Shop Owner’s Portal.
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Invoice
Customer may request to receive an invoice through Support.
For this we can ask the Finance Department for assistance (finance@wundermart.com).
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Shop result
Customer may request to receive the shop result. We should forward this request to the Finance Department stating the correct name of the location and the month for which it is requested.
You can find the Shop Results yourself in OneDrive (the ones before November 2022) - https://jutterspeijs.sharepoint.com/sites/JutterSpeijs/Shared%20Documents/Forms/AllItems.aspx?id=%2Fsites%2FJutterSpeijs%2FShared%20Documents%2FAdministratie%2F2022&viewid=69c2196a%2Ddc61%2D4fdd%2Db395%2D79b4645c654a
For other requests related to Finance which are not covered here, you can reach out to the Finance Department by sending an e-mail to finance@wundermart.com
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Shop owner’s info
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(Re-)opening
Customers may have been closed for a certain period and they plan to reopen their location/shop. Once they inform us on their reopening time, we need to inform all the relevant teams (Supply Chain, IT Support) to make sure the shop is filled and running once the location is open.
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Closure (Offboarding)
Customers may decide to close their location/shop. In that case, we need to inform all the relevant teams (Supply Chain, Construction Team) to make sure the remaining stock is being appropriately handled and shop hardware switched off. If the customer is closing permanently, we also need to inform the Finance Department to close all open financial matters with the customer. These processes will more often be handled by account manager than support agents, but it is good to be informed about them.
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Contact
Customers may inform us on the change of the main contacts for Wundermart on their location. In that case, we need to edit an existing contact or add a new one on the company record of the customer. Also, if someone is permanently stopping to be the contact for Wundermart or user of our system, we need to deactivate or remove their user account in the ERP.
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Cleaning
The cleaning is the responsibility of the customers. If there is a complaint about an unclean shop, we need to reach out to the customer and ask them to make sure Wundermart is included in their regular cleaning.
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Consumer
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Feedback
Sometimes we might receive feedback on the shopper experience. We need to record the feedback, thank the person who submits it and share it with the right teams to improve the service offered.
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Refund
Sometimes end consumers may ask for refund in case of incorrect charge or if they buy items which are damaged or expired. In such a case, we either ask them to send us the receipt, or if they do not have it, we need to ask the requester for the following details: location where they made the transaction, transaction date and time, transaction amount, proof of payment (e.g. receipt or screenshot of transaction). We need to share add these details to the Finance Department by adding the information to this file. The proof of payment needs to be added to this folder which is also linked in the file. We will inform the customer that the refund will be processed within 7 to 10 business days and close the ticket.
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The receipt can be found in the Shop Owner Portal for the location provided.
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Upload the receipt to: Reciepts for outstanding requests (Sharepoint)
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Add the details in the Excel sheet: Shared with Finance
As of September, Support will be responsible for handling refunds from the Adyen portal. The Finance team will no longer be responsible for processing these refunds. Refunds will be processed through the Adyen portal using the "Jutterspijs" account. Next, click on the 'Transactions/Payments' tab.
If you wish to access a specific transaction, please locate the corresponding merchant reference number in the shared with finance file, under the tab that says “receipts” and enter it into the search bar. To match transactions, check the location, date, time, and refund amount. Note that partial refunds may have different amounts than the total receipt.
EXAMPLE:
Once you have located the correct transaction, please click on 'PSP' to access additional details and then click on 'refund payment' the blue button. Verify that the specified amount is accurate, particularly in the case of partial refunds, which may require manual adjustment. Refund reason should be “Customer request”. Click on the check mark to confirm the refund and press the blue button called “Refund”. Make sure the transaction status is “SettledBulk”
If you get any errors while processing a refund, use This link to identify the reason and get more information. Don’t forget to update the status and the date in the excel file when a refund has been completed.
Missing a refund
If a consumer complains about not receiving a refund within 10 days, contact Adyen Support at support@adyen.com . They will investigate the issue and attempt to locate the funds. finance will reach out to them, and if we get an ARN number, we can provide it to the consumer and with the ARN number, their bank can locate the funds.
Double charge
If a consumer contacts you about a potential double charge, here's how to handle it using the Shop Owner's Portal. - Locate the duplicated Transactions in SOP and add the duplicated receipt to the file.
Sometimes, customers might see a charge on their statement that appears to be a duplicate. This can be due to an authorization hold placed on their card to verify available funds.
These authorizations typically hold the funds for 7-10 business days and then automatically fall off if the actual purchase doesn't go through. Use Adyen Portal to locate the double charge. (it will appear as “Cancelled”.
Failed Charge
If a customer accidentally misses paying for an item, they can send us an online bank transfer to the following secure account (details below)
Wundermart B.V.
IBAN: NL14ABNA0529028026
BIC: ABNANL2A
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Receipt
Sometimes end consumers may ask for the receipt of their purchase. In such as cases, we need to ask the requester for the following details: location where they made the transaction, transaction date and time, transaction amount. Once we have that information, we check Transactions section of the Shop Owner’s Portal, download the receipt from there and send it to the customer. All the receipts include their corresponding VAT on the header.
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General guidelines
Responding to the customer
The incoming tickets should receive a response within 24 hours from submission. For urgent matters (e.g. shop is offline), the response should follow within 1 hours. Over the weekend, the support responds only to urgent issues. We have a rotating schedule for who is on-duty in the weekend. The schedule can be found here.
IMPORTANT! Do not finish your shift leaving tickets under status “Open” make sure all the tickets are solved or under other status before ending your shift.
Leaving internal notes
It is important to leave clear and concise notes. In that way, a colleague who needs to follow up on the
issue can easily understand what was already discussed. You could mention if you contacted a colleague on Slack or using a different channel.
In an internal note you should state who is the requester, tag the colleague you are assigning the ticket
to and provide 1-2 bullet points describing the issue
Setting reminders and following-up
If you need to wait for a response from the requester in order to solve the ticket, you can change the status to pending (or on-hold) and set a reminder to re-open it after a certain time if no response came in. The time before the ticket is re-opened depends on the urgency of the issue. Check the Support Flow for more details.
If you need to wait for a response from a colleague or a supplier, you can change the status to on-hold and set reminders to follow up in case there is no answer back.
For urgent issues reminder and follow-up may be needed in a couple of hours while less urgent pending ticket could be followed-up on in 1 - 3 days.
Escalation
In certain cases, we may need to transfer the issue to the management.
If we assess that the ticket should be escalated to someone else, we should clearly communicate that to the customer. Also, it is important to leave a clear internal note for the colleague who will be contacting the customer.
In what cases should the ticket be escalated?
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If customer requests to speak with the management
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When no common ground can be met, and customer is still requesting a solution
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When a solution requested by the customer is not within agent’s range of approval (e.g. customer asks for costs to be covered by WM; agent cannot approve that independently, approval should come from the management)
Weekend shift and extra hours during the work week
We are all taking turns doing the weekend shift and checking if anything urgent came in after work on regular workdays.
During the weekend shift, between 9:00-20:00 we have to cover 8 hours of taking every ticket that comes in, and the rest of 3 hours checking and only answering if there is anything urgent (f.x. POS offline). The following week, the person covering the weekend has 8 hours off.
During the week, between 17:00-19:00, we need to check and take action if there is anything urgent coming in.
For urgent issues/POS issues, please copy the link to the ticket and paste it into our overview that can be found here: POS overview. If there is a Simac ticket please also include the link in the Simac column.
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Media library
Our marketing department has created a media library of files that the customers have requested over the years. If you receive a request regarding a sign they would like to put in their shop, check if it is in the media library first and then send them the link. This is the link for it (if not working try this one), and the password is 247Wunder! You can share that with the customer and then they can download it and print it themselves.
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OMISE
Activate user
Omise need to inform us each time they create a new user. When we receive this information from them we need to inform Constantin to activate the user. He needs to whitelist the users so that they will have access to the SWA for the SRG ERP environment.
Creating Locations/Kiosks
Changing logos for Omise
Adyen logo In the Adyen portal, under the merchant account > terminal > 'customization' > logo change
Receipt logo On the companies’ page in ERP you can find either the whole company, Omise-nl or just one of the Omise shop's by clicking editing and it will open the page where you can upload a new logo.
Location exceptions
Van der Valk Schiphol/ Van der Valk Schiphol 2 – They add their own products, so they reach out support and share the price. (Purchase price 0,001 in ERP)
They are using their own Adyen for their shops, if there are payment-related questions, they need to be redirected back to them as they need to sort this out themselves.
Nh Utrecht / NH Utrecht City Centre
We ask the hotel for help to check the expiry dates, take out if necessary and let us know what the current stock levels for all fresh items. An automated email is sent on Wednesdays and Sundays.
Meininger Amsterdam West/ Meininger Amsterdam Amstel
Waste items are left at the reception not taken by the SK
XS Locations
Deliveries 1 a week
NH Brussels Airport
Avani Museum Quarter Fresh Items from different suppliers