<aside> 🤙 Below you’ll find a brief description of ongoing issues from previous updates. If you need any more info - please ask the assigned TL/Manager

</aside>

• PD_Refurbished_Return - General Return - unwanted/sold as expected by us but customer doesn't want the purchase
• PD_Refurbished_Quality - Incorrect Grade Machines - Grade A machines that customers provide photo evidence aren't to the standard we'd expect. When you guys report this, managers/TLs will review & decide whether to escalate to Servicecare
• PD_Refurbished_Unacceptable - Unacceptable Machines - obvious issues to escalate immediately | | | | | | Partially Shipped Orders on PerfectDraft Admin (BP) see update around this and how to approach this status in BP - Arthur & Mena are looking into it! https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1667463023635809 | | | | | | Quick bible page with tips on keeping your laptop clear on customer data | | | | | | As a PR stunt to tie in with the Jeremy Clarkson videos, we offered a coffee machine amnesty where we'd swap 100 coffee machines for PD Pro Hawkstone bundles. The winners have now been emailed! You can view the full post/details here: https://perfectdraft.slack.com/archives/C03BVU9AX96/p1667831986115469 | | | | | | Black Friday Pro Machine Offer (50% off) went live on Friday 04/11/2022 in the late afternoon, capped to 1000 machines and sold out by the mid evening! Please see the cascades about this for any incoming contact we might see; https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1667732477635199 https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1667579640680509 This offer has currently been extended, with the offer ending either this Wednesday at 4pm or once 250 PerfectDraft Pro Bundles are sold, whichever comes first. Read the email sent here: https://cdn.uk.exponea.com/beer-hawk-prod/e/CgxjPVZzVPeCa2NtrHkxOx2GlZja2EFyDGNqYlbWaqLy0pBpPQ.mb4u7IYsVDrfag | | | Beth | | | World Cup Lager Keg Pack launched with a win-win deal to refund the cost of the Bud if England beat Iran - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1668427198327999 | 24/11 | | | | | Please see Andy’s cascade around ticket field importance and ensuring the correct information is filled out; ‣ | | | | | | Multibuy has changed to the following discounts; 2 kegs = 5%/ 3 = 10%/ 6 = 15%/ 9 = 20% Email sent to customers about this here: https://cdn.uk.exponea.com/beer-hawk-prod/e/CgxiM2m2uEBIYsrIEKwxIXjKxEXW2EFyDGNZFxOo_GHDIS5cfg.n1R_G66hZye7jg | 29/11/2022 | | | | | Hawkstone Pro Bundle Mispacks - confirmed as affecting orders from last week up to the 16th... People who ordered Pro's got Philips, and vice versa. Those who ordered Pro's obviously have got in touch, so we're returning & replacing once collected as standard. Not offering compensation as standard. Those who got Pro's instead of Philips, unlikely to contact but if they do, they're in discussion of offering for them to keep at no additional cost (not yet confirmed so please DO NOT MENTION THIS but refer to a TL) When reordering a Pro for a customer who received a Philips instead, please ensure you are reordering this through Magento and it is for the Pro! Reorders for the Pro via BP don’t work, they will just receive another Philips! | 29/11/2022 | | Bethany | | | Paypal payment issue for address’ in Guernsey country, Isle of man, Jersey & Isle of Man**.** Quick fix is to tell customers to put United Kingdom as their country at checkout. Andy R is currently working on a long-term fix for this. | 29/11/2022 | | Kayleigh | | | Following on from feedback and to hit SLA targets, we're making a change to the way stand ups work across the week:
• **Stand ups will now be at 1pm
• Monday @1pm - Full team invited
• Tuesday-Thursday @1pm - You'll get invited to one day mid-week in smaller groups
• Friday @2pm - Coffee/general catch up call** You can read the full post here: https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1667995735273029 | 29/11/2022 | | TLs | | | ENGAGEMENT SURVEY - If not completed yet please hop on this ASAP! - Ended 30th November deadline | | | TL’s | | | The 1 Spaten Code on 23/11/2022 was limited to a small number of packs and sold out BONKERS fast, leading to some believing the code didn’t work. It did work, you just weren’t quick enough. | | | TL’s | | | Issue flagged from Tech with ABI Token upload, they had been auto added with expiry for 0002 as the year 2 AD, all them years back. Tech have now reuploaded in bulk so any contact around this can be closed! | 05/12/22 | | | | | Power Saving Mode & Cooling scheduler has been enabled on Pro App (22/11/2022), please see Richard’s posts regarding it and go to Joel with any Q’s! https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1668421800292629 https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669118143693959 After the cooling scheduler was launched, we noticed 2 main issues: temperature on the app is not reflecting machines behavior and display increase on issues to connect the machine The potential fix for this is being worked on as we speak so tech will let us know once it's completed. | | | | | | SLA updated to 72 hours overall but currently a bit different for different products. Details here - https://perfectdraft.slack.com/archives/C03BB55UJR0/p1669122823808409 | | | TLS | | | FLASH SALE happening this evening (29/11/2022) for 200 uses of the code LAST16, which enable 3 kegs for 2, on all individual kegs (this only works on 3 for 2, not 6 for 4 or 9 for 6). Dan will post on socials when all codes have been used! Ran out at around 2100hrs, some customers have been in touch stating they had it then went to payment and it disappeared, this is because it had finished. Please cancel/refund if they request and tag with LAST16 | | | BC | | | All of the Gold Bottle Opener winners have been contacted! There has been comm’s about concerns Yodel are opening boxes to find them, reassure customers the winning orders have been listed on our end! | | | Sof | | | Email sent to Welsh customers off the back of email Monday regarding World Cup which received some back lash, please see update here - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669660962706399 | | | Sof | | | 59 Orders of the "Budweiser It's Coming Home Keg Pack" are going out with an additional Scarf. | 19/12/2022 | | Bethany | | | Very unlikely to generate much contact at all but if anyone gets in touch about the link in the advent booklet for the story of each beer just heading to Saveur Biere's advent product page it SHOULD go here - https://www.saveur-biere.com/en/magazine/beery-christmas/9 Just send on the correct link and apologise. They're getting this fixed in the UK atm. | 19/12/2022 | | Joel | | | Customers chasing the email for "2 x £35 vouchers off two future orders over £100" It's been confirmed that 201 customers that should have got the email, didn’t. They did a manual send of these on Fri 2nd at 2.30pm, so if you get a customer chasing, please advise that we're looking into this, let a TL know the customers email address, and tag up the ticket with BF_X2Codes. | 19/12/2022 | | Bethany | | | Any situations where a customer purposefully purchases this and then returns within 14 day period just to make use of the vouchers please see Joel’s post - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669300200846619 and tag any requests with PD_BF_35Code_Return. | 19/12/2022 | | Bethany | | | Seeing this mispack frequently; 2 standard Budweiser Glasses being sent instead of the aluminium cups & bar runner. Please use the same tag from last year, Bud_Glass_Not_Cup , so we have visibility on how many customers this is affecting! We have this merch in stock, so please reorder for the customer and let them keep the glasses | 19/12/2022 | | Bethany | | | • BLACK FRIDAY 25/11 OFFERS here - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669365545393129 • If customers ordered in the last 14 days and are trying to return to get the better offer, check out what we can offer here - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1668588369883309 | 19/12/2022 | | TLs | | | Referral Programme Tokens - if anyone gets contact from customers chasing up the difference, as believed they would be credited £35, please stick to the £15 only and don't credit extra! This came into effect yesterday and customers were all emailed with the change, so should be aware! You can view the email template sent out on the email-sends channel, posted on the 16th.The T&C's have also been updated to reflect this, should you need to refer to them https://www.beerhawk.co.uk/perfectdraft-referral-terms-and-conditions . More details here - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1668787927301799 | 19/12/2022 | | Bethany | | | Update on Channel Island VAT Refund Process, please see Kayleigh’s update - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669910337699219 | 19/12/2022 | | Kayleigh | | | Update around World Cup Win/Win Promo with information, will update as more info comes in; https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1666274407984049 https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1666273427611589 | 19/12/2022 | | TLs | | | Beer Hawk Christmas Gift Box - There was an error on the site showing "Buy 2 of these fabulous gifts packs and get your 3rd one free” - This is an old deal from last year and is not applicable! It’s since been removed, but if you get anyone questioning as they ordered based on the deal, please tell them we cannot honour that discount. | | | | | | Philips machines have been arriving and are unable to power on. This means absolutely no power at all! NOT a blank display or stopping pressurising, just fully dead from minute one. Please tag these with PD_Philips_Nopower. If within the returns period, please arrange to get them back to us and pass the Serial number, Collection date & tracking number onto Joel! | 20/12/22 | | Joel | | | For checking any late orders - Check the shipping date and it's colour, that will tell you if it has been processed or not, if it is grey or red and has a shipping date of 22nd or later  chances are it has been processed. If they despatched today there is a very small chance of it arriving before New Year but it is not very likely and we definitely cannot guarantee this for the customer. (1000 orders on late report 28/12 which should be shipped 28/12) | 28/12 | | Joel | | | Bulk email sent to failed collections group by Joel & Jonathan! Advising them to try rebooking on their end and re contact if still ongoing issues. | 03/01 | | Joel | | | • We've got a new way of managing some of the resolutions that can be directed to admin! It applies to all tickets that require further action, in the form of either a reorder, a refund, adding beer tokens, or following up on a Yodel query. Please read the full cascade here https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669222663172249 • Off the back of the admin task Beth relayed some tips on how to make it easier for both customer facing agents and admin crew, please see update here - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669391862771069 | 09/01/2023 | | Kayleigh & Beth | | | Bulk email sent to failed collections group by Joel & Jonathan! Advising them to try rebooking on their end and re contact if still ongoing issues. | 09/01/2023 | | Joel | | | TUBE LIST - with the Mail Strikes, can any requests for tubes be slacked to Jonathan, so he can get them out at the latest Monday 12th at noon, they should get to customers before Xmas. For any after that time please explain we will post them but cannot guarantee delivery for Xmas. For any that are local to Harrogate Leeds, let Jonathan know and if he can he will deliver them. | 09/01/2023 | | Jonathan | | | Jonathan cascaded regarding Failed Collection training and what that included. Please take the time to read this through to assist when dealing with them to help the KR Team out as over peak this will really ramp up - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669293786184389 To be clear on escalation - If a customer has had 3 failed collections, book the 4th in for them then raise to Jonathan & Sam. If the customer contacts with having had 4+ failed collections, immediately raise to Jonathan & Sam. | 09/01/2023 | | Jonathan | | | Clocking in and out on WhenIWork for your shifts went live (01/11/2022), please see Kayleigh’s cascade around this for details and ensure you’re clocking in/out daily! ****https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1667214000909839 | 09/01/2023 | | Kayleigh | | | For chat, the new version of ChatBot is now live! Follow the link for full info on all changes https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669996596545639 | 09/01/2023 | | Ryan | | | For checking any late orders - Check the shipping date and it's colour, that will tell you if it has been processed or not, if it is grey or red and has a shipping date of 22nd or later  chances are it will be/has been processed today. If they despatched today there is a very small chance of it arriving before New Year but it is not very likely and we definitely cannot guarantee this for the customer. (1000 orders on late report 28/12 which should be shipped 28/12) | 11/01/2023 | | Terri | | | We still can’t reorder World Cup keg packs through BP, please use Magento or the customer won’t receive the re-order. They’re working hard to change this. | 11/01/23 | | Beth | | | Coming into peak with have 2 aims - High % of ticket replies within 4hr SLA & Shorter chat wait times! This has to remain our focus throughout. Please see Andy’s cascade regarding this and how we can work towards to achieve this: ‣ | 25/01/23 | | Andy | | | PEAK PLAYLIST - Sof has set up a shared Spotify playlist for us all to add some motivational music to to get us through the festive period and peak to keep us gliding on through!! Great opportunity to pop some mad tunes on there and groove while getting back to our customer 😊 - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1669633499530409 | 25/01/23 | | Sof | | | Tubes can now be requested on the tube list as normal now the Royal Mail strikes are over - https://docs.google.com/spreadsheets/d/13IvMa45L9p6RBn1iK-7ZXdYTodBMgMpW-1NGDADBjTI/edit#gid=0 | 25/01/23 | | Jonathan | | | Resolving chat has been fixed on FreshChat, however the ticket group with automatically set to ‘18 Other’, please ensure you go back into the ticket to change to the relevant grouping so we have an accurate record of why someone is contacting. | 25/01/23 | | Ryan | | | Reminder for any customers querying their trade-in tokens have expired, please ensure you speak with a TL before resolving with the customer. | 25/01/23 | | Kayleigh | | | If we’re approached by anyone about us promoting the World Cup - whether that’s questions about our sponsorship or the announcement today about no alcohol & Bud’s partnership please flag these to the TLs or Sof/Andy and do not respond. | 25/01/23 | | Andy & Sof | | | MultiTRY offer detailed on Hannah’s cascade here - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1672933912531629 | 25/01/23 | | Hannah | | | When any of the admin crew place a ticket back into the backlog due to it needing another response from someone customer facing, they tag it with 'admin_resolution_outstanding' These will then fire into a specific view - Outstanding Resolution We will need to place someone on this daily, so if you get assigned to this please shout if you have any Q's! The list can be found by going to the view on FreshDesk! | 26/01/2023 | | Kayleigh | | | Further update on efficiencies around admin to make the bigger picture smoother;
• For any resend/beer token upload, please add a NOTE at the bottom of the ticket stating what needs reordering (full order resend/part order & specific items needed - resend), and the amount of beer tokens needed to be credited. This take 20 seconds if that to complete, and will save them reading through thread after thread!
• Off the back of this for mispacked kegs, if the customer requests option 1 'keep item' - please put a note at the bottom with the amount needed to compensate for price difference if the keg(s) they have received have a lower cost price than those bought. If they choose to keep more expensive kegs, that's all good, but no tokens will be awarded so we can just get back to them stating this (as fluffy as we can) and close the ticket.
• When letting the customer know 'we will' get this sorted, not 'we have', please do not give a time frame, just leave it at that, to give them the chance to resolve and also does not set a customers expectation for them to then be disappointed. | 26/01/2023 | | Beth | | | Jan Sale gone LIVE 23/01. For any customers querying the price difference and have recently purchased a machine bundle, please see Kayleigh’s cascade on how to deal with it and what we can offer depending on time frame - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1674639810243659 | | | Beth | | | Corona Cero Keg has now launched!! (12/01/2023) - all details on Beth’s cascade please ensure you have read this and reacted - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1673510401740449 | 13/02/2023 | | Beth | | | Please ensure that if an order is SDR/lost in transit and it needs a reorder, RTS this on eRin BEFORE placing it over to admin, they will only reorder, so it is imperative the RTS is completed prior to this by the customer facing agent. | 13/02/2023 | | Terri | | | Rota’s for w/c 30/01, 06/02, 13/02, 20/02 & 27/02 have been published, please check your shifts and confirm as soon as you have chance! | 13/02/2023 | | Kayleigh | | | Earlier in Jan we had a Diekirch Christmas Keg go out with no list of the ingredients for allergens etc in English. It has been investigated and Legal/Ops etc are working on getting this sorted and have a plan on how to prevent this in the future. If you come across any other contact with the same complaint or observation, please inform the TL on duty straight away so they can escalate it to the Legal Team. | 13/02/2023 | | Kayleigh | | | Jonathan has offered out any support and refresher training to those who would like to reach out to him for Keg Return Issues understanding. Please utilise this while we are in a quieter period to get your knowledge on top form. | 13/02/2023 | | Jonathan | | | Now we are coming out of peak, Keg Returns for collections will be higher with customers wanting to clear empty kegs used over Christmas. When dealing with the contact please ensure you are merging any other tickets open under that customers email relevant to the standing query so we are as efficient as we can be and catching all information. | 13/02/2023 | | Kayleigh | | | Issue around Pro Temperature fluctuation, please ensure you read Ellis’ Cascade regarding this, please ensure you send this contact to Ellis so he can deal and get as much information from the customer as possible - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1673611399578469 | 09/03/2023 | | Ellis & Joel | | | Promotions T&Cs have been updated and moved, please see on this link and bookmark - https://www.beerhawk.co.uk/promotion-terms-and-conditions | 09/03/2023 | | Kayleigh | | | FreshDesk profile check - please ensure you check your profile and remove any mobile/phone numbers from it, see Kayleigh’s cascade for how to do this - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1674828607017739 | 09/03/2023 | | Kayleigh | | | Chat wait time is now being controlled by Team Leaders, this will be communicated at the start of the day, if it needs changing please out to the relevant TL on shift so it can be amended to suit whether it’s increase or decrease. | 09/03/2023 | | Kayleigh | | | Please ensure you are selecting ‘Yodel’ as the courier on PerfectDraft Admin (BP) reorders, Ops have seen a handful come through with other couriers on! Any Magento reorders will automatically be set to Yodel. | 09/03/2023 | | Kayleigh | | | Refer a friend update - the discount for new customers using a referred code has changed from £80 to £10 - this is on top of the £100 discount on machine bundles due to Jan sale so they’re still doing very well! T&Cs are here that show discounts can’t be stacked - https://www.beerhawk.co.uk/perfectdraft-referral-terms-and-conditions | 09/03/2023 | | Kayleigh | | | MultiTRY new keg purchasers received their unique codes on evening of Thursday 2nd February 2023, the codes will then be live until the end of March 2023. This has been communicated on social media platforms. If anyone gets in touch and has purchased one of the qualifying MultiTRY kegs in Jan, but hasn't received a code, please let a TL know as we have a list of them to send. | 09/03/2023 | | Kayleigh | | | If you come across any contact from customers who did not receive/received incorrect tokens for any keg purchases over the Jan Sale, please manually add these in Magento and tag ticket with Jan_Sale_Tokens_Added. | 09/03/2023 | | Kayleigh | | | Some will notice some changes to their Notion accounts from Friday 3rd Feb, please let Joel know if you have any private notes or access to other pages. | 09/03/2023 | | Joel | | | We’ve now started using Whatsapp for PDKT group. There are a handful of agents trained on this to look after the contact along side other tasks. | 09/03/2023 | | Sofia | | | If you come across any contact regarding loss of power to a Pro machine, please use the following tag - PD_Pro_Power_Issue and message Joel with the ticket number. | 10/03/23 | | Joel | | | Tip from Joel - When we get videos sent from WeTransfer, it's always helpful to download the video and put it back onto the ticket as a private note. WeTransfer links expire in a week so after that we lose access to the video. Get it on the ticket and save some bother down the line! | 10/03/23 | | Joel | | | Please see Beth’s cascade regarding Trade Affiliate Store Onboarding contact - ‣ | 15/03/23 | | Beth | | | Rota’s for w/c 20th & 27th March have been published on Teams, please check this and raise with Kayleigh if there are any issues. | 28/03/2023 | | Kayleigh | | | For customers chasing their ABI store tokens; The ABI rewards team will be contacting everyone in the next couple of days but they are moving to another online supplier (because we're getting rid of bottles and cans but obvs we can't say that to customers) In the meantime, we can send the canned response "ABI Store - Final Tokens" that explains the situation but they should receive an update from ABI soon. | 28/03/2023 | | Joel | | | - Please do not redact the personal information on the non-receipt google sheet after refunding or placing a reorder! This will be done by an Admin team member bi-weekly as, they may need to refer back to this when placing a claim for the missing parcels with Yodel. | 28/03/2023 | | Terri | | | Reminder on Manager Escalation Process - please see Kayleigh’s cascade from 25/01/2023; https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1674662213875679 | 28/03/2023 | | Kayleigh | | | We can now process refunds on Magento for Klarna refunds! Please ensure you still add any orders refunded like this to the Klarna log so a TL can check this has gone through correctly just to ensure this is working - https://beerhawk-my.sharepoint.com/:x:/g/personal/karla_beerhawk_co_uk/ETukIOd7HkxDrCjYQneh7fQBKwzew2Q8RBE32U8U8X1eLg?e=Yb2GPq | 28/03/2023 | | Beth | | | Ops are now out of spare parts for the Pro machine! If we have any with missing taps/power cords/drip trays we need to replace! Please check Beth’s cascade for clarity - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1673010190545079 | 31/03/23 | | Joel | | | Team signatures have changed on FD, Andy has set this up through an App which filters it through so it will auto add to a ticket response with your name @ PerfectDraft and job title. | 31/03/23 | | TLs | | | Opportunity for OT this & next weekend. Please see Kayleigh’s cascade around this - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1679929981326019 | 06/04/23 | | Beth | | | - Please read Beth’s cascade regarding the Spring Rewards Program which launched 09/03/2023 - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1678362652953129 | 06/04/23 | | Beth | | | CONVERGENCE - New tag Convergence_Site_Feedback - for any feedback on the new site. Andy’s updates on changes that will be made today ahead of the convergence comm’s on Friday, please read his update on Cascades - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1678780856900859 Convergence Comm’s gone to customer’s 10/03/2023. Here is the link with the blog info displayed for customers- https://www.beerhawk.co.uk/blog/post/a-new-focus-on-perfectdraft Here is the cascade with info to team - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1678454277082879 Here is the cascade with relevant tags - https://perfectdraft.slack.com/archives/C03BE5PB0KE/p1678456327245789 | 01/05/23 | | Any Shift Leader | |