Appendix 1: Support Desk Instructions for Your Team

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1 Appendix 1: Support Desk Instructions for Your Team Zendesk Process 1. Login to Zendesk sign Username: ENTER USERNAME & Password: PASSWORD 2. The tab of new tickets will pop up. Click on the top one, answer and move onto the next 3. After answering all new tickets, answer all those in your own named folder; these are responses from people you have already had contact with 4. Check that no new tickets have come in 5. Log Out 1. When you click on a ticket, do the following: Delivering Support Issue Action To Take Read the ticket. Check the guide below to see if you can find the subject matter If you can find the subject matter that will answer the question, copy & paste/type it into the response box BUT If you have no idea what the ticket is about/have no idea what the product is Post the ticket # in the Support Desk Skype Group and ask for help by asking the key points of the ticket. For example, if ticket is a user asking about Whitelabel Products for something they bought, in the Skype chat, say Can someone help: ticket #1234 user needs access to Whitelabel Products for [name of product they bought]. When someone responds & says they will answer, search for that ticket # (using Search function 4 th icon on the left hand side of Zendesk window) and see what they said. Make a note of it in the General Guide so you/your support team member/s in future can refer back to this and replicate. The ticket is a duplicate/the exact same ticket subject from the exact same user as another ticket. Click on the user s name button at the top of the support ticket (to the left of the ticket #). This will show you all tickets of the user, and if you can see that they, for example asked the exact same question, tick the boxes next to these, go to the top right hand corner and click on the downward button. From the drop-down menu, select the first option of Merge Tickets and in the pop up window, select or type in the original support ticket number you d like these tickets to be merged with.

2 If you have typed in a response, ensure on the left hand side the settings are set as per the screenshot on the right. And then confirm the answer of the ticket by clicking either of these: - Pending if you need a response from the user (this will be the case for 95% of tickets). Keep in mind that Pending tickets automatically close down after 3 days - Solved if your response is a thank you in response to someone saying the problem has been solved for them/they followed your steps and don t need any more help.

3 Texts To Answer Support Questions Bonuses If the question is about where users can access bonuses, use following text: Thank you for your purchase! The bonuses are located here: [INSERT LINK] Can you confirm that you have been able to access them? Login Information Use the following template (customize of course; yellow parts can be deleted/changed) for people needing login details. Thank you for your purchase! I've personally gone through and reset these for you so try these: To access [LINK] Username: [USERNAME] Password: [PASSWORD] Could you please confirm you have access to now? :)

4 Other People s Products From time to time, people ask the Support Desk for support on products that are not sold by us. If you are unsure whether a product being asked about belongs to us, the following text: Congratulations on your purchase! Could I just double check what product you are talking about would you be able to send through your JVZoo receipt you received when you purchased? Look forward to hearing back, If a user has sent a purchase receipt and you can see that the owner on the receipt is NOT us, send them the following: Thank you for your purchase! I can see that the product you bought is not made by us, therefore we cannot give support on it. However, if you go back through your JVZoo receipt, you should be able to find a link to the support desk the owner of the product would have sent through and direct your questions there. Let me know if you ve been able to find their Support Desk?

5 Refunds If a user is wanting a refund, and they have sent their payment receipt (make sure they made the purchase within the last 30 days), send them the following, before/after processing the refund. I am sorry to hear that you want a refund. We want to make sure you're taken care of! If this is due to not having enough support for your product, we would be happy to go the extra mile with custom videos or extra one-on-one help. Once we issue a refund, your access will be fully revoked, so just to clarify: is there something other than a refund that we can do to make sure you succeed? If they haven t sent a payment receipt, send them this: Thanks for giving it a go. Please send us your JVZoo receipt featuring the Payment ID that should start with 'AP-' so we can find you in the system and process the refund, Thanks again,.once the dispute is removed and you have successfully refunded the purchase, send the following: A big thank you for bearing with us - apologies for the delay. I've finally been able to process the refund so you should see the funds back in your account now - can you please check at your end? Thanks again,

6 If JVZoo is not letting you process the refund due to a dispute in Paypal, send the following: Thanks for your purchase and getting in touch. We've been trying to process this, however the system is not allowing me to process a refund to you - this usually happens when there is a dispute put on this purchase. In order to make the refund process faster for you, please remove the dispute and get in touch so we can release your funds straight away. Thanks again for giving it a go, If you have successfully processed the refund, send the following: Thanks for giving it a go. I've processed the refund so you should see the funds back in your account now - can you please check at your end? Thanks again,