1. Links:
2. Email template when contact vendor:
EMAIL SUBJECT: Autonomous - Topic - # Full PO number
- Ex: Autonomous - Edit order options request - # 922443-1154352-DROPSHIP
(Remember to cc: emma@autonomous.nyc; dropshipping@autonomous.nyc)
In the Email content, include product SKU in SKU LIST
3. For product details that are not in FAQs list on our website:
Agent sends email to vendor for answers.
4. Who will handle the product's warranty after trial period?
- In the Vendor contact list, if the warranty column is "By partner" --> Vendor will handle the warranty, agents can direct the customer to vendors after trial period.
- if the warranty column is "By Autonomous" --> Autonomous will handle the warranty.
5. Return process:
- Return period for each item will be shown on our website.
Please note: For EPP orders (level >=3, discount percent >= 6%), extend +15 trial days. This is applicable for orders placed from August 30th
- CS contact vendor via email with pictures to get approved for return + return label.
6. Is credits applicable for Sale items?
Promotion codes & credits are not applicable for products in Sale tab on website
7. Customer ordered Aoke frame (TIMOTION / WITSTOPH) + Autonomous top. The predrilled holes on the top and frame don’t match. How should we assist?
- Ask the customer to directly screw in where the holes on the frame are. We've mentioned on the Aoke frame website that it's "Not compatible with Autonomous SmartDesk Surface"
8. Does Aoke tops have any predrilled holes?
No, they don’t.
9. AIMEZO Issue – Customer ordered Pro x Timotion but received Aimezo frame.
From the beginning till 5th October, we have 38 orders related to the ZB3 SKU (Pro x Timotion). Please access this link for detail: here
We've shipped 24 orders already and haven't received any complaints yet. Maybe the 3PL warehouse shipped the right product for these orders.
Below are the solutions for related issues:
- Customer complained & file a claim: full refund & not take back the Aimezo product
- For 13 orders in status In transit/ On the way: let customers receive the product & see if they complain, we will take the solution above.
- Please remember to fill in related information (Orders was refund (Yes/No), $ Refund, Note) into Autonomous CS fill-in columns in the google sheet (link above).