Question Answering Process

Overview

  • Response Time: All inquiries must be acknowledged or answered within 24 business hours.

  • Ticket Closure: Do not close a ticket until the inquiry is fully resolved.

  • TMP Support: CSRs ensure resolution, and TMP ensures CSR inquiries are addressed promptly.

  • Here is a standard acknowledgement email to send to customer when waiting on info from TMP:

Hi _,


Thanks for reaching out to the Kellogg’s Store! We’ve received your inquiry about _. We are looking into this and will get back with you shortly!

Thanks,

Kellogg’s Store Customer Care

High-Urgency Inquiries

  1. Any questions or requests from WKKC or Kellanova employees - escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  2. Anything regarding technical issues with the Kellogg’s Store site - escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

  3. Any inquiries from another company (not obvious spam or promotion emails) interested in learning more about TMP or Kellogg’s Store - escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Product Questions

For questions regarding item details:

  1. Find the product on https://kelloggstore.com/. Look for the product under either “Photo on a Box”, “Frosted Flakes”, “Froot Loops”, or “Vintage”.

    1. If you can’t find product under these pages, try using the Search feature on the site.

    2. If you still can’t find the product, escalate to TMP Account Manager (Joe) by messaging them with the ticket number in Teams.

  2. Once you find the product page:

    1. If there is an answer to their question in the page content, respond to the customer accordingly.

    2. If the answer to their question is not on the page, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Order Status Questions

For questions regarding order status, reply to the customer with what information is available on your end. If you don’t have the answer to their question, then escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Pricing Questions

For all pricing related questions, escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

Returns Questions

Any questions relating to returns or exchanges, see the following for more information: https://kelloggstore.com/pages/return-policy If the answer can be found here, reply to the customer accordingly.


Please note that Photo-On-A-Box has a different return policy than the other items on our site.


If the following page does not answer the customer question, please escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.


All discussions on returns need to be documented in the specific order on shopify.

Refunds Questions

All refunds need to be approved by TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

All discussions on refunds need to be documented in the specific order on shopify.

Shipping Policy Questions

Any questions related to our Shipping and Handling process should be answered by referring to the following page and responding to the customer accordingly: https://kelloggstore.com/pages/shipping-information 


If the following page does not answer the customer question, please escalate to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.

All Other Questions

Any other question not included in the above guide should be escalated to TMP Account Manager (Joe), by messaging them with the ticket number in Teams.


When escalating questions to TMP, the Account Manager will take note of any other frequently asked questions and add to this guide.

“Freebies” Questions

It is not in our process to offer anyone “Freebies”, but we do handle these on a case by case basis. Whenever there is a “Freeby” question from a customer, notify the TMP Account Manager (Joe). However, in most cases we will not be able to fulfill their request. If the TMP Account manager says we are unable to fulfil their request, you can say something along these lines:


Thank you for your inquiry.

While it is not possible to fulfill your wishes at the moment, you can find a great selection of _ at our store to purchase at this link: _