This document provides training materials on processes and standard operating procedures for customer service representatives at Waterboy. It covers campaign goals, customer service roles and priorities, shipping policies and rates, order processing times, package tracking, return and subscription policies. The main points are to help customers with any inquiries via different communication channels, understand shipping details and timelines, and know the procedures around returns, package issues and managing subscriptions.

1. TRAINING
TRAINING
SOPS
SOPS

2. OBJECTIVES
OBJECTIVES
LEARNING
LEARNING
Campaign Goals
Our role
Tools
Processes

3. GOALS
GOALS
CAMPAIGN
CAMPAIGN
We are Customer
service
representatives
meaning if a customer
needs help we come in!

4. ROLES
ROLES
OUR
OUR customers have many ways of
reaching out to us so these are
the different inboxes we will be
managing in order of priority
Hello waterboy email
Instagram DM
Chat
Postscript sms

5. ROLES
ROLES
OUR
OUR what type of inquiries do we
attend?
Hello waterboy email
Instagram DM
Chat
Postscript sms

6. SOPS
SOPS
SHIPPING
SHIPPING
Waterboy ships to the 48
contiguous U.S. states, Alaska,
Hawaii, U.S. Territories and
APO/FPO addresses. Products
can be shipped anywhere that
has a physical address and can
receive packages via UPS
Ground. We do not ship to PO
Boxes

7. Shipping fees are non-refundable
RATES
RATES
SHIPPING
SHIPPING
Note: Once an order has been
processed the shipping method
cannot be changed.

8. PROCESSING
PROCESSING
TIMES
TIMES
SHIPPING
SHIPPING
There is a 1-2 business day
process time for all orders
We do not ship on weekends
If the order was placed on
Friday evening, it will not ship
out until Monday

9. TRACKING A
TRACKING A
PACKAGE
PACKAGE
SHIPPING
SHIPPING
During busier seasons, carriers may take longer
than expected to update the tracking status of
a package.
If a package shows tracking updates but has
stalled at a processing location, they must
contact the carrier for additional information,
as they would be able to provide the most up to
date information on their package.
If a package has shipped and the tracking
status does not update within 3 business days,
customers must contact Waterboy support for
an additional update on their package.

10. RETURNS
RETURNS If a customer does not like an item we may
offer a different flavor for them to try
customer does not have to return the item for
us to send a different flavor for them to try
Returns are offered except for large quantity
orders (120 pack)
For higher quantity purchases - if it is
unopened they may return it to us
For less quantity purchases- we always try to send
them a new flavor and avoid a return/refund at all
cost. “You may keep it and gift it to a family
member”
(All sales are final)

11. - Cx didn´t receive their package
(weeks after original delivery date)
EXAMPLES
EXAMPLES
RETURNS
RETURNS
We must confirm the address of delivery with
the client and then send a new package
- Cx didn´t receive their package (within
a couple of days of original delivery
date)
We tell the customers to wait around 5
business days
If it´s over a weekend we must explain that
might be why it is delayed

12. POLICY
POLICY
SUBSCRIPTION
SUBSCRIPTION
“When you purchase a subscription you'll receive repeat deliveries. These are
based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each
of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don’t
want to renew a subscription you can cancel it.
If you want to cancel or change your subscription, you can do it at any time.
Your order confirmation emails have links to your order. You can manage
your subscription from there.”