Platform
(Last update: 1/31/2020)
How to handle customers that booked 3rd party products
Background
Currently, MagicalTrip has two types of products: MagicalTrip owned products and 3rd party products (offered by other suppliers). Customer support operation and manual change depending on the type of product. This manual is about 3rd party products.
How to distinguish 3rd party products from MagicalTrip Owned products
If there is no booking id or customer email registered in our backoffice for owned products (https://backoffice.magical-trip.com/), the booking is most likely to be from a 3rd party product.
List of Operation Manuals for 3rd party products
(1) When customers ask for transactional emails (Confirmation emails, cancel emails, reschedule emails)
Follow this instruction (https://manuals.magical-trip.com/Inbound/(1)Customer/booking-confirmation-email-request)
(2) (Meeting inquiries) When customers tell they'll be delayed or get lost.
When they inform us they are running late, contact the host as follows: 1. Ideintify a host by tour name and time 2. Go to platform backoffice (https://platform.magical-trip.com) 3. In the platform backoffice, go to Products to define the host's email address. 4. Contact the host to inform the customer is running late
(3) (Customer Complains) When customers request for refund after the tour.
- Identify the customer's tour and its host (in Platform Backoffice)
- Check with the host to investigate what the customer tell truth and ask for approval of full refund based on the platform policy.
- Make a full refund upon confirming with the host.
- Reply the customer via email that the refund will be made.
- Escalate to our developers and request to refund and change the payment sate of the booking
(4) Customers ask about amount charged
- Ask the customer for booking ID
- Escalate it to our developers and request to search by the amount the website charged.
- Operators reply to the customer
Remarks
These four types of inquiries are unique for 3rd party products. If you have any concerns of how to handle, please ask Ryo for actions.