86
Total Articles
34
Manual (Staff Created)
45
AI Learned (From Tickets)
7
Pending AI Review
How to Process a Refund for Cancelled Orders
Manual
Step-by-step guide for processing refunds on cancelled orders. Covers full refund, partial refund, and store credit options. Includes escalation procedures for amounts exceeding RM 500.
Resolving "Payment Failed" with Successful Bank Deduction
AI Learned
When customers report payment deduction but order shows "Payment Failed", this is typically a gateway timeout issue. Verify transaction with payment team, update order status manually, and advise customer not to retry payment.
Learned from 18 resolved tickets
Mar 12
Product Warranty Policy & Claim Procedures
Manual
Complete warranty policy including coverage periods by product line (6-24 months), claim documentation requirements, and replacement vs repair decision tree. Updated for 2025 product range.
Handling Damaged Product Claims with Photo Evidence
AI Learned
When customer reports damaged product: (1) Request photos of damage + packaging, (2) Verify order details, (3) If damage is visible, approve replacement immediately without requiring product return, (4) Ship replacement via express courier.
Learned from 32 resolved tickets
Mar 15
Subscription Auto-Renewal Cancellation Process
Needs Review
AI has identified a pattern in subscription cancellation tickets: customers requesting cancellation within 7 days of renewal charge are eligible for full refund. Beyond 7 days, pro-rated refund applies. Agent should check billing cycle date first.
Learned from 8 tickets
Shipping Courier Contact Numbers & Tracking URLs
Manual
Quick reference for all courier partners: J&T Express, PosLaju, DHL, Ninja Van, GDex. Includes hotline numbers, tracking URLs, pickup request procedures, and escalation contacts for each courier.
Password Reset Link Expiry - Extended Token Fix
AI Learned
Customers reporting expired reset links: Default token validity is 15 minutes. Some email providers delay delivery by 10+ minutes. Solution: Send extended 60-minute token via admin panel. Inform customer to check spam folder first.
Learned from 24 resolved tickets
Mar 8
Wrong Item Received - Express Replacement Without Return
Needs Review
For orders where wrong item was sent: If order value is under RM 150, ship correct item immediately without requiring return of wrong item. For orders above RM 150, arrange courier pickup of wrong item before shipping replacement.
Learned from 5 tickets
Dealer Commission Calculation Rules (2025)
Manual
Updated 2025 commission tiers and calculation rules for dealer inquiries. Includes direct sales commission, team bonuses, rank advancement criteria, and payout schedules by country.