Aerosus Training Manual

Confidential
Confidential and proprietary information
This document contains information that is proprietary and/or confidential to the Conectys Group consisting of,
ArCoWave SA Luxembourg, Conectys Serv Telecom SRL Romania, Conectys Philippines Inc., Conectys Inc.,
Conectys Turkey Iletişim Hizmetleri Limited Şirketi, Arcowave Portugal Lda, Conectys Poland Sp. Z O. O. and
Arcoman bvba Belgium. It is not to be disclosed, in whole or in part, without the express written authorization of
the Conectys Group. It shall not be duplicated or used, in whole or in part, for any purpose other than
evaluation.
Document Change log:
Version Date Change Author(s) Approvers
1.0 20-04-2018 First Version Catalin Carmen
Iordache Negrila
1.1 09-05-2018 Updated Cash on Delivery limits for IT, FR. Added RO, removed SE. Added Catalin Carmen
Hyperlink for the Contents page on each page (in the Header). Iordache Negrila
1.2 17-05-2018 Updated Escalation Guidelines. Added Call Scripts/Phrases subchapter Catalin Carmen
(chapter 4.2). Added details regarding Non-EU Orders Delivery (import taxes, Iordache Negrila
subchapter 2.2.4).
1.3 27-06-2018 Added CZ and PT references. Partially rephrased the VAT subchapter. Added Catalin Carmen
instructions for creating B2B accounts (for B2B discounts). Added B2B Iordache Negrila
discounted orders under Magento Orders subchapter. Added Free Delivery
locations. Rephrased Other Brands subchapter. Updated Ticket Types. Added
new escalation case (refund shipping difference).
1.4 16-08-2018 Revised CoD limits. Added CZ and PT to free delivery locations. Revised Catalin Carmen
PartsLink24 and CarsInfo search instructions. Added instructions for creating Iordache Negrila
orders in Magento. Revised instructions for Magento Returns (RMA).
Clarified instructions for eBay customers. Updated AHT for Calls/Chats.
1.5 15-10-2018 Updated Warranty procedure for USA. Rephrased Warranty for RU. Updated Catalin Carmen
Returns Flow. Added notes for Creating orders in Magento. Added AHT Iordache Negrila
Improvement Best Practices Subchapter. Added instructions to add note in
RMA.
1.6 21-11-2018 Updated Introduction + Company facts. Reshaped Warranty and Returns, Catalin Carmen
Magento Orders and Magento RMAs chapters. Added Order Workflow and Iordache Negrila
RMA Instructions. Updated Invoices subchapter and related escalation case.
Added out of service notice for CarsInfo and alternative website.
1.7 10-04-2019 Updated escalation cases (removed Aksana). Updated list of return label Catalin Carmen
eligible countries. Removed CarsInfo instructions/references and updated Iordache Negrila
Range Rover instructions. Updated discount codes for 2019. Added
clarification for invoices.
1.8 10-05-2019 Added New RMA Workflow. Magento RMA + Escalation Guidelines Catalin Carmen
chapters redesigned. Iordache Negrila
1.9 06-09-2019 Added new products (height sensor/conversion kit). UPS return labels Catalin Carmen
available for Portugal. Updated Escalations Guidelines (removed Nils & Iordache Negrila
Monique, added Sven). Added instructions for Online-Teile.com. New
payment methods (invoice purchase & instalment purchase) for a few
countries. Added a mention of Replacement Orders in Magento.
2.0 2020-11-18 Updated Project details, supported languages. Rephrased Warranty chapter & Catalin Madalina
RMA Workflow. Merged VIN Verification & PartsLink24 chapter into Iordache Balan
Compatibility Checks chapter. Removed OnlineTeile instructions for Land
Rover (replaced with PartsLink24). Updated Escalations Guidelines chapter.
Added Macro instructions for Zendesk. Added 2 annexes.
3.0 2022-03-08 Updated template. Updated Warranty, Magento, Zendesk, Escalation Catalin Alexandra
Guidelines chapters. Updated VAT subchapter. Iordache Bencia
3.1 2022-04-26 Added Annex 4 – Relay position for various vehicles. Catalin Alexandra
Iordache Bencia
3.2 2022-10-25 Revised COD limits / country, Shipping and return conditions updated for Diana Alexandra
US, DHL Express delivery Breahna Bencia
Table of Contents
1. PROJECT INTRODUCTION........................................................................................4
1.1. AEROSUS – COMPANY FACTS......................................................................................4
1.2. SUPPORT AND SLAS...................................................................................................... 5
1.3. RANGE OF PRODUCTS.................................................................................................... 6
2. TOOLS, PROCEDURES, RESOURCES.....................................................................9
2.1. AEROSUS WEBSITE..................................................................................................... 9
2.1.1. PRODUCT IDENTIFICATION (SEARCH OPTIONS)..............................................................11
2.1.2. PRODUCT DESCRIPTION & SPECIFICATIONS...................................................................13
2.2. WEBSITE ORDERS........................................................................................................ 14
2.2.1. VAT (VALUE-ADDED TAX) AND B2B ORDERS................................................................15
2.2.2. PAYMENT OPTIONS...................................................................................................... 16
2.2.3. DISCOUNTS.................................................................................................................. 18
2.2.4. SHIPPING/DELIVERY OPTIONS.......................................................................................20
2.2.5. INVOICES..................................................................................................................... 21
2.3. WARRANTY AND RETURNS............................................................................................ 22
2.3.1. RMA CREATION INSTRUCTIONS....................................................................................24
2.3.2. FREE RETURNS – EU AND SWITZERLAND......................................................................26
2.3.3. PAID RETURNS (NON-ELIGIBLE TERRITORIES)................................................................27
2.3.4. REPLACEMENT PURCHASES.......................................................................................... 27
2.4. MAGENTO.................................................................................................................... 28
2.4.1. MAGENTO ORDERS...................................................................................................... 29
2.4.2. MAGENTO RMAS......................................................................................................... 36
2.5. COMPATIBILITY CHECKS............................................................................................... 41
2.5.1. VIN VERIFICATION – MERCEDES...................................................................................43
2.5.2. VIN VERIFICATION - BMW............................................................................................46
2.5.3. VIN VERIFICATION – AUDI/VOLKSWAGEN/PORSCHE/BENTLEY........................................49
2.5.4. VIN VERIFICATION – LAND ROVER................................................................................52
2.6. ZENDESK SUPPORT...................................................................................................... 57
2.7. ESCALATION GUIDELINES............................................................................................. 63
2.8. ZENDESK CHAT............................................................................................................ 66
3. COMMUNICATION GUIDELINES.............................................................................69
3.1. SENSITIVE QUESTIONS FROM CUSTOMERS....................................................................69
3.2. CALL SCRIPT / PHRASES.............................................................................................. 70
3.3. NPS MEASUREMENT – POST CALL SURVEY QUESTIONS...............................................71
3.4. AHT IMPROVEMENT - BEST PRACTICES........................................................................72
4. ANNEXES.................................................................................................................. 74
 1. Project Introduction
Conectys provides support Monday to Friday, from 9:00 to 17:00 (local times) to worldwide
AEROSUS customers, in 8 languages, via 3 communication channels: voice (inbound and
outbound calls), email and live chat. The partnership between Conectys and Aerosus began in
2015.

1.1. AEROSUS – Company facts

AEROSUS is a registered brand and all the air suspensions parts provided by AT Parts Germany
are being sold under this brand name. The company that owns the AEROSUS brand is called AT
Parts Germany GmbH, and has more than a decade of experience, having served hundreds of
thousands of customers from more than 164 countries all over the world.
The company’s headquarters is based in Koln (or Cologne), in western Germany.
All Aerosus parts are stored and shipped from a UPS warehouse located in Krefeld (north of
Leverkusen). The UPS warehouse also serves as the only return location.
AEROSUS and UPS have a long-term partnership, and until November 2022 all deliveries were
handled exclusively by UPS. Starting November 2022, the deliveries for some countries / regions
started being handled by DHL Express.
 1.2. Support and SLAs

Conectys provides Monday to Friday support on three different communication channels –

voice, chat, email, in 9 languages. The customer support hotline is usually open between 9:00
and 17:00 local time of each online shop (see chapter 2), with some exceptions:

 English Intl. 11:00 – 24:00 RO time

 English UK 11:00 – 24:00 RO time
 English USA 11:00 – 24:00 RO time
 French 10:00 – 18:00 RO time
 Italian 10:00 – 18:00 RO time
 Polish 10:00 – 18:00 RO time
 Romanian 9:00 – 18:00 RO time
 Spanish 10:00 – 18:00 RO time
 Czech 10:00 – 18:00 RO time
 German 10:00 – 18:00 RO time
The agreed monthly SLAs of the project are the following:
Channel KPIs Target
AHT 4:30 min
ASoA 80%/40S
Calls AR < 10%
Wrap-up 30 sec
Ticketing rate 80%
AHT 9 min
Live Chat ASoA 80%/40S
AR < 10%
TAT 90%/24 h
Emails
AHT 4 min
 Channel KPIs Target
QA Score 80%
All NPS Customer Support 45
FCR 70%

1.3. Range of Products

AEROSUS parts are built in accordance with the original ones, having the same specifications
and offering the same technical functionalities as original ones. Safety, accuracy, durability and
quality of the product correspond to the original spare part, but they are aftermarket parts. All
AEROSUS products are replacement parts, which means that they can only replace similar parts
fitted from the factory.
AEROSUS products cannot be used for modification purposes, which means that customers
cannot replace their normal steel spring suspension with an air suspension system by using
Aerosus products.

The company’s product range includes the most important parts that an air suspension system
may require:

 Air Struts
 Air Springs
 Shock
Absorbers
 Air
Compressors
 Valve Blocks
 Pressure Valves
  Altitude Sensors
 Coil Conversion Kits
 Others

Air Springs
An air spring is a textile-reinforced rubber bag that is filled with pressurized air. It acts similarly
to the traditional steel coil spring used in common suspension systems. Depending on the
configuration of the air suspension system, each car can have 4 or 2 air springs and one
compressor. An air spring can also be referred to as a pneumatic spring, air bag, air cushion or
air below. Air Springs are available for purchase separately for most cars fitted with air
suspension, but not for all; for some cars it is not possible to replace just the air spring (e.g. Audi
R8).

Shock Absorbers
A shock absorber is a mechanical or hydraulic device designed to absorb and damp shock
impulses. They are generally used in conjunction with air springs in air suspension systems.
Aerosus provides separate shock absorbers only for some cars (for others they are available only
as part of the struts). Shock absorbers are commonly referred to as the metallic part (of the
strut) by some customers.
Air Struts
An Air Strut is a complete assembly containing the air spring and shock absorber, ready to be
installed as a whole unit. Air struts and air springs are axle dependent, and generally side
dependent (but not always). This means that a front strut can only fit the front axle, and a rear
strut only fits the rear axle. Also, for most cars air struts are either right or left compatible (for
others they are identical on both sides).
Air Compressors
Air Compressors are electric pumps that provide pressurized air to the air springs. The vast
majority of cars have only one compressor unit.
Valve Blocks
Valve Blocks are parts used to provide pressurized air to each of the air springs of the car
individually. A valve block generally consists of an input valve, through which pressurized air is
received from the air compressor, and two or more output valves, through which pressurized air
is sent to each air spring. They allow great control over the ride height, being essential for the
self levelling system of the car, which adjusts the air suspension depending on load and/or road
conditions.
Altitude Sensors
Also called Height Level Sensors, these sensors are basically potentiometers attached to the
chassis and linked to suspension arms via connection rods. They are used to measure the height
of the suspension near each air spring. Currently available for a limited number of models.
Coil Conversion Kits
A coil conversion kit is a set of shock absorbers fitted with coil springs instead of air springs. This
kit brings down maintenance costs by eliminating the need to replace expensive air springs or
air compressors. It does however eliminate the comfort and automatic-levelling function of the
air suspension system.
Others
AEROSUS also provides different other parts, such as residual pressure holding valves (used to
maintain a certain minimum pressure inside some air springs), thermal sensors (for
compressors) or strut repair kits (O-rings/seals) for some vehicles.
Brand Compatibility
The company’s main focus is on German car brands; however, it also provides parts for other
brands:

 European brands: Mercedes, Audi, BMW, VW, Porsche, Land

Rover, Bentley, Jaguar, Maserati, Citroen, Renault, Peugeot,
Fiat, Iveco and others;
 US brands: Buick, GMC, Hummer, Jeep, Oldsmobile, Tesla,
Lincoln, and others;
 Asian brands: Kia, Hyundai, Nissan, Toyota and Lexus.
 2. Tools, Procedures, Resources
In this section we will have an overview of all the platforms/tools/resources that are available
and that need to be used on the project, to ensure proper customer support for AEROSUS
customers.
The main platforms and tools that we use are the following:

 Online Store: Aerosus Website

 Ticketing platform: Zendesk
 Chat platform: Zendesk Chat
 Back-end for orders: Magento
 VIN Search tools: PartsLink24

2.1. AEROSUS Website

The AEROSUS website consists of 15 online shops (with different domains), available in different
languages. Each online shop contains country-specific contact information (offering a national
contact number for each country). Also, payment and shipping are adapted automatically in
terms of currency used, taxes, and shipping fees.
The countries/domains in which the site is available are the following:
 International https://aerosus.net
 Germany https://aerosus.de
 Italy https://aerosus.it
 France https://aerosus.fr
 Spain https://aerosus.es
 United Kingdom https://aerosus.co.uk
 Russia https://aerosus.ru
 Romania https://aerosus.ro
 Poland https://aerosus.pl
 Netherlands https://aerosus.nl
 Belgium https://aerosus.be
  Switzerland https://aerosus.ch
 United States https://aerosus.com
 Czech Republic https://aerosus.cz
 Portugal https://aerosus.pt
The website is both an information resource and practical tool, since it must always be used to
search for the matching air suspension parts for a certain car, and to identify availability, check
compatibility or even to place a firm order whilst on the phone with the customer.
Below we can see the homepage of the AEROSUS website (International shop, .net domain),
with the most important sections highlighted.
 Search
Options
Country-
specific
contact
details

Country-specific
Delivery details
Free for US, DE, CZ,
PL, PT, ES, IT, FR

Useful details:
- Payment
- Shipping
- Returns
- Refunds

8
2.1.1. Product Identification (Search Options)

The website offers two main options for identifying suspension parts:
BRAND Search Option
  This allows the user to search certain parts by first selecting
the vehicle, then the model (if applicable) and the
generation (if applicable). This search is useful for cars with
very few suspension parts (e.g. Citroen, Renault, Fiat, Iveco,
etc.). Also useful for cars for which there is generally no need
for VIN search.
QUICK Search Option

 For some vehicles there are more parts available, and a

more accurate identification is required – for example
knowing the platform of the car, besides the model and year
of manufacture – or even additional optional equipment that
a car might have (e.g. With or Without VDS for Range Rover).
Therefore, the search must be performed by an OEM
number. This option is found on the top side of the website,
on all pages.
 After inserting the keyword in the search box, a list of
compatible parts will appear directly under the search box.
Click on the results to go to the product page.
 Note! If no parts are displayed under the search box, this
usually means there are no compatible parts found.
What is the OEM number and where can it be found?
The OEM number (also known as Original Part Number) is a unique identifier assigned to any
original car part, for any type of car in the world.
The OEM code can be found in 2 simple ways:
  By reading the OEM number directly from a label attached to
the used part, if the used part has been already uninstalled
from the car. Note: this method is not encountered as often
as the first one, as customers usually purchase parts before
taking down the used ones, not after. Also, in most cases the
OEM number is no longer visible on a used part.
 By using the VIN (Vehicle Identification Number) of the car
and searching for the OEM number in a dedicated platform
(such as PartsLink24.com, see chapter 2.5), before searching
on the Aerosus website.

Quick search example - A1643205813

There are 5 results compatible with the above OEM number – 1 complete strut compatible with
2 models (GL X164 / ML W16) and 1 air spring compatible with 3 models (GL X164 / ML W164 /
ML 63 AMG). The blue button should be pressed to see all results.
ATTENTION! If the OEM code search offers no results – this means that there are no compatible
parts available on the website. The first hint for this is that there is no pop-up shown with
suggested compatible parts.
Also, if the website suggests an alternative OEM number (by showing the below message), this
should not be used, as there is no guarantee for compatibility!
 2.1.2. Product Description & Specifications

The product description page offers a variety of details regarding the product itself, as well as
pricing and shipping information:

The most important details on the

product page are the following:
1. Price, including VAT – if the Delivery
country is changed to a Non-EU one,
VAT is excluded (after refreshing the
page. Note – the price might
sometimes update only after adding
the product to the shopping cart).
2. Shipping cost estimation -
Standard+Express Delivery only for
Europe; rest of world, only Express.
3. Pair Discount – applicable only for
same-axle pairs (Left + Right air struts
or air springs or shocks).
4. Send Inquiry & FAQ - email contact
request (will generate a Contacts
Form/Inquiry Form ticket in Zendesk) 5.
Callback Request (will generate a
Callback Request ticket in Zendesk)
6. Product information:
 Package includes: lists all the items delivered with the part
ordered
  Aerosus Code: unique identifier assigned by Aerosus to each
of their parts
 Original Equipment: compatible OEM codes
 Weight: the weight of the part (not the whole package)
 Model/Platform/Construction Year/Model Edition – vehicle
compatibility
 Position of the part on the car
 Stock availability: Green circle “IN STOCK” / Red circle “OUT
OF STOCK” (customers have the option to press the button
“Subscribe to back in stock notification”, to be notified when
stock is renewed)

7. Product description – note that for

some compressors that don’t come
with a relay, this section will specifically
mention (usually the 3rd or 4th
paragraph) that the customer needs to
replace the relay as well, otherwise the
warranty is not valid.
 2.2. Website Orders

Once a customer finds the right parts that he wants to order he needs to click on the Add to
Cart button for each part. The shopping cart provides the summary of the order:

The Shipping Cart includes a section where a coupon code can be added, such as the 10E
voucher code for new customer account (sent via email to the customer upon registration, valid
for the first order only) or the agent-provided 10E discount code <aero2022>.
The shopping cart allows the user to adjust quantities and even remove products from the
order.
Unless the customer is already logged in prior to adding products to cart, the billing/delivery
details and company details (company name, VAT) will have to be added in the last step of the
order. Note that orders can be placed by guest users as well (no login required).

To proceed to the last step, click on Proceed to Checkout to insert the rest of the details in the
order.
 2.2.1. VAT (Value-Added Tax) and B2B orders
YV1AS985671032327
The VAT rate (Value-Added Tax) is applied for purchases inside the European Union only, and is
the one that is applicable in the country of delivery, as of July 1st 2021.

 The VAT Number field only becomes available after the

Company name is completed by the customer. If the
company name is deleted, the VAT number field is hidden
again.
 B2B orders represent all orders that have Company details
(Name + VAT), regardless if the VAT is valid for cross-border
transactions inside the EU.
 Orders are final and can never be edited (even if the
Company Name and/or VAT are not correct or if the VAT is
not validated). If an order is placed with an invalid VAT
number, the VAT value cannot be deducted from the order
or refunded afterwards under any circumstance. The same
applies if the VAT is valid, but is not validated by the website
at the moment of placing the order (due to temporary
connection issues for example). In case of VAT not being
validated, the customer is advised to verify the VAT on VIES
first (to ensure it is still valid) or contact Aerosus customer
support prior to placing the order.
 VAT validation is performed via the servers of the EU service
called VIES
 If the number is verified, the customer sees a green check mark and the VAT is
automatically deducted from the total amount (see page 17, One Page Checkout, purple
highlight). This way, the customer can buy the product without VAT.
 If the VAT number is not valid, a red message (see example below) will inform the
customer that the number is not valid and the order will be charged with VAT. The
invoice issued for that order will include the VAT number, even if it is not valid.

 For deliveries to countries outside the European Union,

there is no VAT charge when placing the order, however
additional taxes might be incurred at customs (except for UK,
no VAT or other taxes applicable).
  Any additional taxes, such as customs or import taxes, will be
paid separately by the customer. AEROSUS has no liability for
such taxes and no refund will be granted.

2.2.2. Payment Options

Credit Card
Aerosus accepts Master Card, Maestro, Visa, American Express, Discover and Diners Club. Credit
card payments are secured by SSL, which encrypts all data in transit to ensure secure online
transactions.
If the credit card is registered for 3D Secure (verified by VISA, MasterCard Secure Code or
American Express Safe Key), the customer will be redirected to the secure confirmation page of
the card issuing bank for authentication of the online payment and authorization of the
transaction. He needs to enter a password and follow the steps indicated in order to finalize the
transaction. This prevents unauthorized use of the credit card. On successful completion of the
transaction, a confirmation e-mail is sent.
PayPal
When choosing PayPal, the customer is will automatically redirected to the PayPal site to finalize
the payment, after logging in.
If the customer already has a PayPal account, he should simply log in with the user data to make
payment. If he/she is new to PayPal, he/she can pay as a guest or create a PayPal account at this
point to make the transfer. On successful completion of the transaction a confirmation e-mail is
sent to the customer.
PayPal orders are paid instantly. Any account balance issue (insufficient funds in the PayPal
account, or in the credit card attached to the PP account) will prevent the order from being
generated.

Cash on Delivery
This option allows customers to pay the invoice amount in cash, at the time of delivery of the
package. This option is available only for EU countries and incurs an additional charge of €9.90.
The customer needs to have the exact amount indicated in the shipping confirmation e-mail, as
the courier will probably not be able to give any change. Payment by cheque is not accepted!

Some states do not allow cash payments over certain limits per day. List of cash on delivery
restrictions per customer, per day:

 Austria €3500
 Czech Republic CZK 60000
 Germany €3500
 Netherlands €3000
 Slovakia €3000
 Spain €2499
 Switzerland CHF 3500
 Italy €999
 France €1000
 Belgium €3000
 Greece €500
 Portugal €1000
 Romania LEI 5000 (approx. €1130)
 Poland PLN 15.000
Note! If a customer exceeds these amounts for a single order, the order needs to be: a) split and
sent into two consecutive days; or b) the customer is asked to use another payment method.
Bank Transfer
With payment in advance, the customer receives a confirmation e-mail detailing AEROSUS’ bank
account information, once the order has been submitted. As soon as the outstanding order
amount is received, the order will be dispatched. Depending on the bank and country, it can
take up to 3 working days until payment is received. Please note that this method will extend
the delivery period.
The customer should include the order number in the payment reference when making the bank
transfer, otherwise delays might appear in identifying the payment and shipping the order.

Klarna
Invoice with Klarna
The principle is simple: From the invoice date, you usually have 14 days to pay your bill. You only
pay when you have received the goods. You shop relaxed, complete your order and check the
products in peace at home.
Hire purchase with Klarna
If you have decided to buy flexible installments with Klarna, you can pay your bill at your own
pace. All orders for which you choose the flexible installment purchase are collected on a
monthly settlement. This is always sent in the middle of the month. If you use the payment
method installment purchase for the first time, we will send you the first billing in the following
month.

2.2.3. Discounts
€10 Voucher for New Customers
Each new customer who creates an account receives a coupon code via his e-mail address,
which is valid for the first order only. The coupon adds a 10 €/$/£/CHF discount or equivalent
(50 RON, 50 Zlotys, 500 Rubles, 250 Kč), depending on the shop currency. The code needs to be
entered in the Shopping Cart page, in the dedicated section.

Buy a Pair Discount

Customers can buy a pair (left and right) of air suspension parts (air springs, shock absorbers or
complete struts) with a discount of 10%.
The customer has two options to get the discount: either he clicks on the Buy a Pair button from
the product page, or he adds each of the two parts in the shopping cart, and the discount is
added automatically.

If the products are not sided (meaning that the right-side part is identical with the left-side part),
the product description will be, for example Front Air Suspension Strut (same for both sides of
the car). In this case, it will be enough for the customer to add 2 pieces of the same item into
the basket in order to receive the discount.
Notes

 Non-pairable parts do not receive the 10% discount (e.g.

compressors, height sensors).
 It is possible sometimes for same-side parts to receive the
10% discount (e.g. 2 left side air springs, but only from the
same axle).

B2B Discount
This is a type of discount that is not advertised on the website but can be granted to B2B
customers (companies).

 For the B2B discount to be granted, the customer first needs

to register as a company. This simply means that the
 customer needs to create an account himself and add his
company details (Address Book section, Contact
Information/Address).
 Afterwards, the customer needs to place an initial order
(with no B2B discount), and then provide an estimation of
the annual volume of products to be purchased from
Aerosus.
 The agent handling the case needs to escalate to AEROSUS
with the above details.
 AEROSUS will then decide what discount (from 5% to 25%) is
applicable (if any) for the respective customer and will add it
to his account.
 Whenever the customer visits the website whilst logged into
his account, he will see all the prices reduced, according to
the discount granted.

2.2.4. Shipping/Delivery Options

AEROSUS delivers products worldwide, to more than 164 countries (everywhere, except for
conflict zones). The company has an exclusive partnership with UPS for shipping parts all over
the world.
All orders are shipped in the same day (working days only) if they are placed before 4PM
German time (this is called the “cut-off time”). Any order placed after 4PM German time (even
4:01) will be shipped in the next working day (if payment is already verified).
Depending on destination, there are 2 possible shipping options available:

 Standard Shipping - 3-4 working days. Available in EU states

only; free in some states, low price in others.
  Express Shipping – 1-2 working days. Available worldwide;
free in Germany, higher price than Standard in all other
countries.
Shipping cost and duration can be estimated on each product page, in the Shopping Cart or in
the Checkout page (more accurate after inserting Zip code). Alternatively, the website features a
Shipping Calculator option.
Free Delivery Locations
Clients from some markets can order parts with free delivery:
 Germany (free Express)
 Italy (free Standard)
 France (free Standard)
 Spain (free Standard)
 United Kingdom (free Standard, including import tax)
 Poland (free Standard)
 Czech Republic (free Standard)
 Portugal (free Standard)

Non-EU Orders Delivery

All orders sent outside the European Union can be subject to local import taxes. AEROSUS is not
liable for any import taxes or customs duties that might be requested by local authorities.
In some Non-EU countries the customer can pick up his order from the Customs Authorities only
after having paid any applicable taxes, so it might not reach him in the estimated time frame or
at the exact address requested by him.
Missing Items from Orders
If a customer claims that an order has been delivered with missing items (e.g. compressor relay),
the case needs to be escalated to Aerosus, to request the shipping of the missing item.

2.2.5. Invoices
A fiscal invoice is sent for each order via email, after the order is fetched in SAP (must reach the
Complete status in Magento).
Invoices for all orders shipped in a certain working day are sent in the same evening, around 6 -
6.30 PM (DE time). Orders placed after 4PM (DE time) are shipped in the next working day,
therefore invoices are also sent in the next working day, in the same interval mentioned above.
Notes

Name gleich
Mülstraße 19

35390 in Giesen

 No changes can be made to an invoice. All orders that pass a

certain status are final and cannot be edited in any way.
 The only modifications possible for an order (after it is
placed) are in the customer’s name, phone number or
address fields - only if the order is not paid with PayPal, and
if it has not been dispatched (UPS Shipping Requested
status).
 2.3. Warranty and Returns

The 2 main warranties available on the Aerosus website are the following:

 30 days money back guarantee – offered for new & unused

parts only.
 2 Year warranty – applicable for all parts.

Warranty and Returns Process

 The first step in initiating any warranty claim or return

process is to open an RMA on the Aerosus website,
indicating the nature of the request and supporting evidence
(if required).
 In case of new/unused parts that are returned in less than
30 days since they were delivered, the second step is to
return the item to Aerosus (free of charge, for customers
from EU, CH and UK).
o In case of a refund request, the refund can only be
processed after the new & unused item arrives back at
the Aerosus warehouse (no exceptions).
o In case of a replacement request (e.g. for incorrect
deliveries), the replacement product is shipped after
the new & unused items arrives back at the Aerosus
warehouse.
 In case of installed/used products, the second step is for the
Aerosus Technical Team to perform an online examination of
the case, after gathering relevant details (photos, pictures,
workshop reports, etc.) from the customer.
 If the details included in the RMA are insufficient for the
online examination, the Technical Team will request the
missing information from the customer, via the Customer
Service team.
o If the online examination is inconclusive or if the
customer refuses to provide additional details, the
Technical Team can decide to request for the item to be
returned to the warehouse for physical inspection.
o Once the item arrives back at the warehouse, a
technical examination is performed (up to 5 working
days) before a decision is made.
o If the warranty claim is accepted, the customer can
receive a replacement product (or repaired, in rare
cases) or a refund (in case of lack of stock to replace).
o If the online examination is successful, the technical
team may decide on sending a replacement directly,
without requesting a return (this is decided on a case-
by-case basis, and cannot be guaranteed in advance).
Alternatively, in case of external damage to the item,
the technical team may reject the warranty claim
 directly, without requesting the customer to return the
faulty item.
o If the warranty claim is rejected after physical
inspection, the faulty item is returned to the customer.
Note!
The step of examining RMAs online can extend the resolution time for some warranty claims, but
it can also save time and costs for Aerosus and for certain customers.

Process Restrictions

 Refunds are made using the same payment method used in

the initial order. In case of orders paid with Cash on Delivery,
customers must provide their bank details (IBAN & BIC) in
order to get any refund.
 Replacements can be made only with the same product
(same Aerosus code) – Aerosus cannot replace with a
different product than the one ordered initially (no
exceptions!).
 Refunds for pair orders – if a refund is requested for 1 part
from a pair order, the refunded amount will be equal to the
full price of the part minus the pair discount applied. This is
to prevent customers from purchasing pairs to obtain
undeserved discounts. In case there is a refund request for
the second part, the refunded amount will be the whole
difference between the first refund and the initial amount
 paid by the customer for the pair (30 days rule applies for
refund requests).
 No refunds can be requested after more than 30 days after
delivery, except when a warranty claim is accepted and there
is no stock to replace, or if a customer has already received
at least one replacement for the same order (and it also
went faulty).
 The duration for the whole warranty/return process is
between one and two weeks for EU customers, and around
two weeks (or more) for Non-EU customers.
 Returns from selected territories (European Union, United
States and Switzerland) are free of charge and are generally
handled by UPS (via free return labels provided by Aerosus).
Customers can also choose to return parts at their own
expense with other shipping companies.
 Packaging used for returning an item can be either the
original box, or any normal cardboard box, as long as the
part is properly secured for transport.
 If 2 packages are sent with the same return label, these
must be fixed together.
 2.3.1. RMA Creation Instructions

1. Access the Returns and Refunds section: https://aerosus.net/return-policy

Registered customers can simply login and go to the “My Returns” section in their account. From
there they can open a new return (skip to step 3).
2. Insert Order Number and Email or Last Name, to identify the customer’s orders (for both
registered and guest users):

3. Click on Request New Return to create a new RMA. Alternatively, this page also shows any
previously created RMAs, in case the customer wants to check their status.
4. Click on the desired order (only one, if more are available), and then select the parts that
need to be returned to Aerosus. Afterwards, click on Next Step.

Note: items from multiple orders cannot be added into the same RMA!
5. Last step is to select the details of the return by answering 3 questions, adding relevant
photos/videos, and then Submitting the request:

 If the answer for question 1 is No, the second question is not

shown.
 The Refund option is only available in the first 30 days since
the order was delivered.
  If the order was paid with Cash on Delivery, an additional
text box for bank details appears.
 Pictures and clear explanations of the issue are always
helpful for a faster resolution.
2.3.2. Free Returns – EU, UK and Switzerland

Customers within most of the European Union (with some exceptions), UK and Switzerland can
obtain free return labels for sending products back to AEROSUS.

 To receive a free return label, an eligible customer needs to

open an RMA first.
 After the RMA is created, it is verified and depending on the
case (new vs used product), the return label is sent to the
customer either directly or after gathering additional
information relevant to the case.
 The return label is sent via email to the customer,
accompanied by a customs invoice (also known as packing
slip) – the customer needs to print both documents and
attach them to the outside of the package to be returned.
Note – for customers outside the EU, it’s highly
recommended for both documents to be printed in triple
copies, and attached to 3 different sides of the package, for
maximum visibility in customs.
  After preparing the package, the customer needs to take it
to the nearest UPS drop off point. In certain countries,
collection services may also be available.

Non-eligible territories (related to European countries)

 Denmark: Faroe Islands and Greenland

 Germany: Helgoland Island and the Büsingen area
 Finland: Åland Islands
 France: New Caledonia, Wallis and Futuna, French Polynesia,
Saint-Barthelemy, St. Pierre and Miquelon, Martinique,
Guadeloupe, French Guyana, New Caledonia, La Reunion,
Mayotte, Saint Martin
 Greece: Mount Athos
 United Kingdom: Guernsey, Jersey, Alderny, Sark Islands,
Herm
 Italy: Livigno, Campione d´Italia and the part of Lake Lugano
between Ponte Tresa and Porto Ceresio, which belongs to
Italian territory
 Netherlands: Aruba, Bonaire, Curacao, Sint-Maarten, Saba,
St. Eustatius
 Spain: Canary Islands, Ceuta, Melila
 Cyprus: the part of the island where the government has no
real control - the northern (Turkish) part of Cyprus
 2.3.3. Paid Returns (Non-eligible territories)

All customers outside the EU, UK and CH need to cover the costs for sending parts back to
Aerosus for warranty purposes. These customers do not receive free return labels, and any
shipping costs paid are not compensated/refunded.
These customers need to include a return form inside the parcel before sending it back to the
warehouse.
The return form should also be used in case of refunds requested for Deposit cases (check
website FAQ section).
The return address for all returns (all customers, from any country) is the following:
AT Parts Germany GmbH
C/O UPS SCS
Hans Günther Sohl Strasse 4
47807 Krefeld
Tel: +49 2145 068 004
E-mail: shop@aerosus.net
Customers can choose any shipping company of their choice. It is recommended to use tracked
delivery (to ensure the parcel is not lost and to be able to track its progress).
There is no legal obligation to provide free returns for all customers. This information is clearly
mentioned in the Terms and Conditions page (section 3).

2.3.4. Replacement Purchases

A replacement purchase represents a purchase made by a customer who does not want to wait
for a replacement product to be sent to him following the standard warranty process (as it can
take 1-2 weeks) and makes a new purchase for the same product instead, then returns the
faulty one to receive a refund (for the price paid for the second purchased product).

 The replacement purchase is not part of the standard

warranty process. The customer can be refunded only if the
warranty claim is accepted (hence, it is not guaranteed);
 this needs to be made very clear to the customer. Ideally,
this option should not be suggested by Customer Support
unless recommended by the 2nd level team.
 In case of a replacement purchase the customer should
inform Customer Support (via phone or email), or write the
details directly in the RMA (or in the return form, for non-
free returns).
 If an agent handles the case and opens the RMA and places
the replacement order, he/she needs to add a note on the
RMA with the replacement order number.
 If the customer does not inform Aerosus of making a
replacement purchase, they will likely receive a replacement
for the RMA, and thus end up with 2 products.

2.4. Magento

Magento is the backbone of the entire Aerosus website (also called the “backend”, and the
website the “frontend”). Magento is the platform that hosts all products, orders and RMAs.
In Customer Support, Magento is used to place new orders and to identify and track existing
orders and RMAs.
Login is done using two sets of credentials – team credentials (available in Contact Center / Help
page) and individual credentials (provided to each agent after training).
 2.4.1. Magento Orders
To begin searching for an order, click on Sales then Orders:

Next, there are two options available:

 Search by Keyword – universal, but less accurate

  Filters – specific to each order field, very accurate; multiple
filters can be used simultaneously (e.g. Purchase Date +
Purchase Store + Status). The fields can be removed/added
from “Columns”

Searches can be performed with partial words/numbers, for greater speed:

 Using the last 6 digits of the order number instead of the

whole 17 digits
 Excluding the email extension: example123 instead of
example123@xmail.com
 Using partial names: Vlad instead of Vladimir
 Using partial phone number: local number, without the
country code
Important notes

 An order number is usually made up of 17 digits. The first 6

digits represent the order date.
 Order numbers that start with the word RMA are not actual
orders from customers, but replacement products being sent
out for RMAs (accepted warranty claims) by Aerosus.
  All the filters used for a search remain in place until the next
search – therefore the filters always need to be cleared
before proceeding to a new search.
 Order details are final and cannot be edited in any way, once
they reach the UPS Shipping Requested status (more details
in the Order Workflow subchapter).

Order Elements
The left hand side menu called Order View gives access to different sections with information
regarding the order:

Information – Order & Account information, Address information,

Delivery Information, Payment & Shipping Method, Items Ordered,
Order Total, Notes
Invoices – access to Magento invoice (not a fiscal invoice!)
Credit Memos – access to Credit Notes issued for refunds
Shipments – access to Tracking information
Comments History – access to order processing history & notes
How to execute a Refund? – not relevant for Customer Support

All the relevant order details are found in the Information view.
Order Summary Notes

 Order Date and Time are the first details to check when
looking into the status of an order. Always consider the cut-
off time (4PM DE time) and count working days only when
trying to identify the time of shipping of the order.
 Order Status is the next important information, as it can
clearly indicate if an order has been received, processed,
invoiced or shipped. Once an order is shipped, it cannot be
modified or even canceled (no exceptions).
 RMA request link – if this field is shown in the order, it
clearly indicates that a RMA was opened for the order. The
RMA is accessible by clicking on the link (RMA nr.).
 Orders count next to Email address field indicates if any
other orders were placed in the past 30 days with the same
email address (a good hint for identifying Replacement
Purchases).
 Billing/Shipping address fields must always contain the
name of an individual, even in the case of B2B orders.
 Track Order button appears only after an order passes the
Shipped status and gives access to the tracking number/s
associated with the order (they are also sent via email to the
customer).
 Items ordered displays all the items part of the order, with
individual SKU code (stock keeping unit –> Aerosus Code +
 stock indicator at the end) , quantity and price (with and
without tax, and any discounts applicable).
 Order history – this is a list of updates displayed at the
bottom of the page, showing the exact status changes (with
timestamps) of the order. This is particularly useful to check
when customers inquire about order delays or missing
invoices.
Order Workflow

New Order
Website/Magento

Payment Review
PayPal or Credit Card
Pending Cash on
Bank Transfer Delivery
Pending Payment
Ideal / Other

Processing

Aerosus manually checks all Processing orders:

- If Payment & Address details are correct, status is
changed to Confirmed
- If something is wrong with the order, status is set
to On Hold (e.g. missing/ incomplete details, credit
card holder validation required, etc.)

Confirmed

After getting the Confirmed status, the next step is

to generate shipping request for UPS.
Confirmed status does not appear for all payment
methods.

UPS Shipping

After the order is processed by UPS, a tracking

number is generated and imported in Magento, and
the status is automatically changed to Shipped.
Orders are shipped from the UPS
warehouse in Krefeld. In case of
Shipped stock issues or missing details, the
order can get the status Shipping
Failed (until the issue is sorted).
After getting the Shipped status, the order is
imported into the SAP system to be fiscally invoiced.

Fetched
After the invoice is generated, the status is
automatically changed to Complete. The invoice is automatically sent
to the customer via email at the
Complete end of the business day, around
18:00 – 18:30 PM (DE time).
Order Statuses Explained

Pending
This status is shown for orders paid with Bank Transfer. Orders with this status are not shipped
until the amount paid is visible in AEROSUS’ bank account.
Please note that it can take 2-3 business days from the moment when the transfer is made until
the amount is visible in the company’s account (no escalation to be made sooner than 2-3 days
after transfer).
Payment Review / Pending Payment
These statuses are usually shown for orders paid via Credit Card (or similar, near instant
payment methods), for the duration of the payment validation process. If the order has one of
these statuses for more than a few minutes, it means that the payment has not been validated
and the order will likely be cancelled. This can be either because the customer does not have 3D
Secure active on his credit card, or he has not introduced the security code received via text
message from his bank, or he has not authorized the payment from his banking application.
Possible actions:

 Ask the customer if he has 3D secure and if he inserted the

security code received through SMS, or if he authorized the
payment from his banking app. If he did, there was probably
an error on the website. He should wait before trying again,
to make sure the payment does not go through with a delay.
 If the customer does not have 3D secure, he can place
another order with a different credit card, or with a different
payment method.
Processing
Orders paid with PayPal or Cash on Delivery go directly to this status after being created, as
there is no payment validation step required. When using PayPal, an order is generated only if
payment is validated, otherwise it is cancelled before appearing in Magento. Orders paid with
Credit Card or Bank Transfer get this status only after payment is accepted.
Confirmed
This status shows that the payment was accepted, and the order details are correct, and the
shipping request is about to be created soon. The tracking number and invoice are not yet
available at this point. This status does not appear for all orders.
On Hold
This status can appear if an item from the order is not actually in stock or if there are some
issues with payment (e.g., credit card holder identify verification required). Details about an On
Hold order can be found by searching for related Zendesk tickets. If no ticket can be found using
the order number/email address, an escalation to the Aerosus team can clarify the issue.
Cancelled
This status appears if a cancellation was requested by the customer or if the system
automatically cancelled the order due to incomplete payment. Usually, an order with
incomplete payment is stuck in Payment Review status for about 24 hours. After that, the status
is changed to Cancelled. More details can be found by searching for any related Zendesk tickets
or, if none, by escalating.
UPS Shipping Requested
This status shows that the shipping request has been created with UPS. Orders with this status
cannot be changed or canceled. If a customer wants to change the delivery address for an order
with this status, he needs to contact UPS directly. If he wants to cancel the order, he needs to
reject the parcel when it arrives, and wait for a refund afterwards (if applicable).
Shipped
This status is automatically selected after the tracking number is generated by UPS (even if it is
not yet active on the UPS website).
Fetched
Orders with this status have already been shipped and are imported into the SAP system to be
invoiced. Once an invoice is generated, it is automatically sent to the customer via email.
Complete
This status shows that the order was processed successfully in Magento (tracking number and
invoice generated), but it does not necessarily mean that the order was delivered. The invoice is
sent to the customer around 6 – 6.30 PM DE time (same working day after Complete status). If
the Complete status is older than 1 working day and the customer did not receive the invoice,
an escalation can be made to request it (alternatively, the Magento invoice can be sent by an
agent).
If the tracking number doesn’t show any details, it means the parcel was not yet dispatched,
because it is too recent.

Creating Orders in Magento

When a customer calls and wants to place an order over the phone, the supporting agent should
place the order directly into Magento.

To place a new order, go to Sales > Orders and then follow the steps below:
Step 1. In the top right side of the page, click on Create New Order.
Step 2. Choose an existing customer or click on Create New Customer
Step 3. Select the Store corresponding to the customer’s country (or preferred currency)
Step 4. Click on Add Products and then search for the parts needed using the corresponding
Aerosus codes. Once a part is found, check the box in the Select column and input the Quantity
to add. Note: when ordering pairs of side-specific parts, both Aerosus codes are needed; do not
add 2x same item!
Step 5. After all the parts needed are selected, click on Add Selected Product(s) to Order
Step 6. For a New Customer, add the customer’s details. For existing customers, skip to Step 7.
Email address
First Name / Last Name
Billing Address / Shipping Address
Company Name and VAT Number, if applicable – but do not click on Validate yet!
Step 7. Choose Payment Method – only Cash on Delivery or Bank Transfer, for phone orders.
Step 8. Choose Shipping Method – Standard or Express delivery.
Step 9. After all the details have been added, click on Validate VAT Number (if any), remove tax.
Step 10. Review all the details of the order and if everything is correct, click on Submit Order.
NOTE!
If the VAT is validated before selecting Payment/Shipping method, the tax will be added to the
order again. Same happens if any changes are made to the order after the VAT is already
validated. Therefore, ensure to only validate after all other details have been added/selected.
Every error you get while creating an order in Magento should be immediately escalated on the
Teams chat.
2.4.2. Magento RMAs

For accessing RMAs there are two possible sections to check in the RMA Management area,
depending on the RMA age:

 Manage Requests - recently handled RMAs (New, Open,

Pending, Complete)
 Archived Requests - older RMAs (already Closed)

RMA Search
The search process is similar to the Order search process, except there is no quick search
available, but only Filters:
  The best way to identify an RMA is to search by the RMA
number in the Increment field.
 Alternative reliable search options include Order # or
Customer Name, Phone, Email address.

RMA Elements

 Items to Return – this is a list of all the items that are

included in the RMA. An RMA can contain one or more items
from a single order (not possible to include items from
 multiple orders in the same RMA). The items are selected
when the RMA is created.
 RMA status – indicates the current status of the RMA. It is
crucial to be cheked before any escalation is made, as it
allows for immediate identification of the RMA progress. A
history of status changes is available on the bottom of the
page, in the History section.
 RMA section includes information related to the initial order
for which the RMA was opened (order #, date & time,
payment method, store) and, if applicable, a link to the
replacement order (only if a replacement for the given RMA
was sent out).
 Customer Information section includes customer details
such as Name, Email address and Delivery Address.
 Custom Fields section includes details that were provided by
the customer during RMA creation, banking details (if
applicable) and technician notes (if applicable).
 Chat section includes comments added by agents, TSR,
Aerosus Technical team, warehouse team (pictures with the
items upon arrival at the warehouse). Most often, any
Zendesk tickets related to the RMA will be indicated here.
Note - any Replacement Purchase must be mentioned here,
otherwise the process is not followed correctly (and the
 customer might end up with another replacement instead of
refund).
 Tracking Information section will include any free return
labels sent to the customer and their associated tracking
numbers, for convenience in tracking packages sent by
customers back to Aerosus.
RMA Workflow

Pending Review
RMA opened by Customer, Agent or
Complaints Department

TSR/Tech Team examination

30 Days Returns Technical Inspection Result Pending

Waiting for Package

Package Received
Receipt of the return. Photos are taken at the
warehouse and uploaded in the RMA.

Pending Payment Pending Replacement

Refund is accepted. Refund Replacement is accepted. Exceptional cases!
will be processed in max 2-3 Replacement to be sent in
working days. approx. 1 working day.

If bank details are missing

Pending Missing CS Info

New Customer Info

Money Back Completed Order Exchange Return is rejected

Refund processed, may take Completed Customer is informed reason
2-3 working days until the A replacement was already for rejection, faulty product
transfer is complete. shipped. is sent back.
RMA Statuses Explained
Pending Review
RMA recently created (by customer/agent/complaints department), not yet reviewed. TSR or
Aerosus Tech Team review each RMA individually and select the next status accordingly.
30 Days Returns
The RMA was opened for returning a new, unused part in mint condition (no installation
attempt made) and is eligible for a refund.
Technical Inspection Result Pending
The RMA was opened for a used part (including a new part, if installation was attempted) and a
preliminary examination of the claim is required, before the part is returned to Aerosus.
Additional details might be required from the customer (if missing) before proceeding.
Waiting for package
RMA was reviewed and return label was sent to customer (if applicable); the customer needs to
send the package back to Aerosus.
Package sent by client
The customer sent the product and he manually selected this status on the website (optional
status).
Package Received
The package has arrived to the warehouse and a warehouse employee took photos of the
product and uploaded them into the RMA. The technical investigation can take up to 5 working
days, before a final decision regarding the warranty claim is made.
Pending replacement
The request for replacement has been approved. The replacement part will be shipped after 1-2
working days.
Order Exchange Completed
The replacement part has been shipped, through a new replacement order created by Aerosus.
The replacement order number is similar to the RMA number for which it was created. The
customer is notified with the progress and receives the tracking number directly on his email
address.
Pending money back
The request for refund has been approved, but the refund was not yet processed. After this
status is set, it may take 1-2 working days until the refund is actually processed.
Money Back Completed
The refund has been processed. It may take 2-3 working days for the funds to reach the
customer’s bank account.
Pending missing CS information
Additional details from the customer are required in order to process the RMA further. For
example: bank details (for refund; most commonly), return reason, address clarification or
others.
New Customer information
The missing information has been collected from the customer and the RMA can be processed
further.
Return is rejected
Warranty terms are not met, the part is not repaired or replaced. The faulty part is returned to
the customer.
Closed
The RMA is closed, and Warranty is over (no other RMA can be opened for the same order, if it
has a Closed RMA).
 2.5. Compatibility Checks
Compatibility checks can be easily performed on the Aerosus website using two types of
information:

Model + Year of
OEM Code
Manufacture

Obtained from customer

Can be used for all other brands
directly, if he already
not mentioned in the
uninstalled the part and the
mandatory list.
label is still visible.

For most brands it's safe, as

Obtained from checking VIN in
there are singular types of air
PartsLink24.com
suspension available.

Mandatory for these brands:

Mercedes
Audi If results are inconsistent or
BMW there is doubt, the customer
Volkswagen should find the OEM code first
Porsche (himself).
Land Rover
Bentley

Important Notes

 Aerosus does not have compatible parts for all models of

cars with air suspension, so the compatibility check can
reveal no compatible part.
 Stock renewal is not announced; it typically takes about 30
days (3-4 weeks) - so customers must just be advised to
subscribe to be notified when the product returns to stock. If
 the customer is insistent, the case can be escalated to the 2 nd
level team and they can give a more specific timeframe.
 All the accessories included for any part are shown in the
pictures on the website; if something is not shown, it is not
provided.
 Aerosus only sells the products available on its website, so
it’s not possible to order other parts on request.
PartsLink24.com – VIN verification
PartsLink24 is a platform for checking cars by the VIN number, in order to identify original part
numbers (OEM numbers) for the respective cars.

 After logging in, click directly on the Brand Logo that you
want to search first, and only then search using the VIN
number provided by the customer.
 Attention! The SEARCH VIN option from the front page is not
reliable, so do not use it. Just click on the desired
manufacturer first and go from there.
 2.5.1. VIN Verification – Mercedes
For all Mercedes Cars or SUVs, click on the Mercedes logo.
If you have to search for a Mercedes Van (Vito, Viano, Sprinter), click on the Mercedes Vans
logo.
For any Mercedes model, always click on group 32. SPRINGS, SUSPENSION AND HYDRAULIC
SYSTEM
Here you can choose from 3 different sections:

 Spring Strut and Spring Strut Mounting Front

 Spring Strut and Spring Strut Mounting Rear
 Compressor and Cable Specification

Example no. 1 – Mercedes S Class, WDB2200251A464601

Front Struts/Air Springs/Shock Absorbers
Step 1. Go to Spring Strut and Spring Strut Mounting Front and search for Hydropneumatic
Spring Leg or Air Suspension Strut
Rear Struts/Air Springs/Shock Absorbers
Step 1. Go to Spring Strut and Spring Strut Mounting Rear and search for Suspension Strut

Compressor and Valve Block

Step 1. Go to Compressor and Cable Specification and search for Compressor

Step 2. On the same page as for Compressor, search for Valve or Valve Block (it may differ from
model to model)
Example no. 2 – Mercedes GL X164, WDC1648281A126075 (compatible with ML W164)
Rear Air Springs and Shock Absorbers
Step 1. Go to Spring Strut and Spring Strut Mounting Rear and search for Shock Absorber and
Air Spring

Please note that for Mercedes ML & GL, there are no ‘full struts’ for the Rear axle. The customer
can only purchase the Air Springs and the Shock Absorber separately, because that’s the way in
which the suspension is built for this model.
 2.5.2. VIN Verification - BMW
After you input the chassis number, you have to select either the Front Axle or the Rear Axle
sections.
Example no. 1 – BMW X5 E53, WBAFB71070LX55542
Front Air Struts/Air Springs/Shock Absorbers
Step 1. Go to Front Axle, then select Levelling device/air spring strut/sensor

Step 2. To find the Front Struts search for RP air suspension strut front left/right

Rear Air Springs and Compressor

Step 1. Go to Rear Axle, then 50. Self-levelling suspension: Levell. Device, air spring and ctrl unit
Step 2. To find the Rear Air Springs search for Pneumatic spring left/right
Step 3. To find the Compressor search for RP air supply system

Air Springs

Compressor
Example no. 2 – BMW X6 E71, WBAFH810200B61711
Rear Air Springs and Compressor
Step 1. Go to Rear Axle, then 50. Self-levelling suspension: Levell. Device, air spring and ctrl unit
(See picture from the previous example)
Step 2. To find the Rear Air Springs search for Pneumatic spring, rear
Step 3. To find the Compressor search for RP air supply system

Air Spring

Compressor
 2.5.3. VIN Verification – Audi/Volkswagen/Porsche/Bentley
The below instructions are applicable for all the brands listed, since they are part of the same
group (VAG).
After you input the chassis number, you have to select either the Front Axle, Rear Axle or
Wheels, Brakes sections in order to find the air suspension parts.

Example no. 1 – Audi A6 C6 4F Allroad, WAUZZZ4F47N057991

Front Air Struts
Step 1. Go to Front Axle, steering and select 4/11 air spring damper section

Step 2. For the Front Struts select the air spring damper left/right from the list
Rear Air Springs & Shock Absorbers
Step 1. Go to Rear Axle and select 5/11 air spring, shock absorber, stabilizer section

Step 2. For the Rear Air Springs select the air spring from the list

Step 3. For the Rear Shock Absorbers select the Shock Absorber from the list
Compressor and Valve Block
Step 1. Go to the Wheels, Brakes section, and select 6/16 air supply unit:

Step 2. To find the Compressor, scroll in the list to Air Compressor

Step 3. To find the Valve Block, on the same page as above search for the Valve Unit
 2.5.4. VIN Verification – Land Rover
Land Rover is British company manufacturing SUVs. The most known models are Discovery
(2/3/4/5 series), Range Rover, Range Rover Sport, Range Rover Evoque.
When searching for air suspension codes for Land Rover models, there are two groups of parts
that should be checked, both being listed under the Axles & Suspension group:
0403 Spring Struts & Shock Absorbers
Note – always check the Comment/Restrictions columns; look for Air Suspension or Air Levelling
references, in order to help you identify the correct subsections required for air suspension parts.
Section 05B usually contains front air suspension parts, and section 10A contains the rear air
suspension parts. If unsure; check all 4 sections!

0405 Air Suspension

Note – always check the Comment/Restrictions columns; look for Compressor Assy in order to
help you identify the correct subsection showing the compressor code. Section 05A usually
contains Valve Block codes and 05B Compressor codes. If unsure, check all 4 sections!
Example no. 1 – Land Rover Discovery 3, SALLAAA186A393668
After inserting the VIN number, if it is complete/valid, the car will be identified and the details
will be presented. Make sure to check the model and year of manufacture, as they might be
relevant. SALLSAAE4BA282771
Note – the tab containing the car details can be closed, to get more viewing space for the list of
parts.

Front Parts
Go to B. Axles & Suspension then 0403 Springs/Struts & Shock Absorbers, then select 05B Front
Suspension Struts and Springs section
Note – Land Rover provides separate codes for each part (full strut, shock absorber, air spring);
all 3 codes can be checked separately on the Aerosus website to ensure 100% compatibility.
Check the information mentioned in the Comment column as sometimes it may be relevant (e.g.
left/right compatibility).
Rear Parts
Go to B. Axles & Suspension then 0403 Springs/Struts & Shock Absorbers, then select 10A Rear
Springs and Shock Absorbers section
Note – Land Rover provides separate codes for each part (full strut, shock absorber, air spring);
all 3 codes can be checked separately on the Aerosus website to ensure 100% compatibility.
Check the information mentioned in the Comment column as sometimes it may be relevant (e.g.
left/right compatibility).

Valve Blocks
Go to B. Axles & Suspension then 0405 Air Suspension, then select 05A Air Suspension
Compressor and Lines section
Note – Land Rover provides separate codes for each of the 3 valve blocks (front, center, rear).
Compressor
Go to B. Axles & Suspension then 0405 Air Suspension, then select 05B Air Suspension
Compressor and Lines section
Note – There are usually two compressor codes available: one that starts with LR… and another
one that starts with RQG…, they are both compatible but they include different attachments. Try
searching both codes on the Aerosus website, but always start with the LR one!

Example no. 2 – Range Rover Classic 1997, SALLPAMJ4VA361254 (older model)

Since this is an older model using a different parts catalogue, the air suspension parts are found
in a different category compared to the first example – Electronic Air Suspension:
 2.6. Zendesk Support
Zendesk is the CRM platform used to communicate via email with Aerosus customers and with
the 2nd level team, through escalations. Emails are referred to as “tickets” in Zendesk. Each ticket
can contain multiple public replies (messages visible to end-users) and internal notes (messages
visible to agents only).
Zendesk tickets can be generated from multiple sources:

 Via direct email to shop@aerosus.com (or any of the other

shops/domains).
 Via the option present on the website (bottom right).
 Via the option present on each product page.
 Via the option present on each product page.
 Automatically, after a Chat is closed or lost (the transcript
appears inside a new ticket).
 By opening a New Ticket directly inside the platform (for
customers or escalations).

Zendesk Interface - Views section

 2 3

 1. Views button – used to access the Views section after

logging into the platform.
 2. Views list – a list of 12 predefined views, showing tickets
from certain groups.
 3. Tickets in view – all tickets matching the View criteria
(source, language, status, etc.).

Zendesk Interface – Tickets in view

  Status – indicator of the age/progress of any ticket, used to filter relevant tickets in views
 ID – unique identifier for each ticket, made up of 6 digits
 Subject – title of the email, written by the requester (end-user), agent/admin or predefined
(forms)
 Requester – the end-user receiving public replies from the respective ticket
 Requested – the date when the ticket was created
 Updated – the date when the ticket last updated (with any change)
 Assignee – the agent or group to whom the ticket is assigned for resolution
 Updater type – the role of the person who last updated the ticket

Ticket Statuses
New – Applicable only to newly created tickets that have not been assigned to an agent yet.
Open – Used for tickets that have been assigned to an agent or group already.
Pending – Used when more details are requested from the customer, to resolve the case.
On-hold – Used only when for escalating tickets to the 2nd level team.
Solved – Used when the ticket is resolved (i.e. no further reply from customer is required).
Closed – Any ticket is automatically closed after 4 days after being Solved (follow-ups
possible). – Small eye icon indicates that another agent is also viewing the same ticket.
Zendesk Interface – Ticket Structure

Ticket details - Top left side of the ticket

 Organization - not currently used
 Customer Name - if you click on it you can see the customer’s details and all of his tickets
 Ticket Number and Status

Ticketing Fields – Left side of the ticket, containing fields that need to be filled in
 Assignee – group or agent to whom the ticket is assigned to, to be manually selected
 Tags – list of specific keywords, added automatically or manually; mandatory to check (and add, if
missing) the language tags (e.g. support_uk for the above example)
 Ticket Type – mandatory field; appropriate value to be selected from list (full list available in
Annex 1), based on the main topic of the ticket
 Summary – optional field, used for additional details that might be relevant (e.g. references to
other related tickets)
 Call UID – optional field, used for adding a unique identifier of a related call from CC
 Brand – to be selected whenever a case is escalated.

Messages section – Center side of the ticket, containing the actual conversation and the box for
writing new messages
 Public reply – default option; messages sent via Public reply are visible to the Requester
 Internal note – messages visible only to agents/admins (yellow background)
  Conversations – button used to switch between Conversations (messages only) and Events
(messages and fields updates)
 Apply macro – section containing predefined messages (macros) to be used according to each
situation (after being personalized/adapted as needed).

Additional Apps – Right side of the ticket

 Magento 2 – third party app offering integration with Magento, to display orders made by the
user (with the same email address used in the ticket)
 Five Most Recent Tickets – third party app showing the last 5 tickets of the same user.

Submit button – Bottom right side of the ticket

 Submit as […] – button used to save/send each message (public reply or internal note) and/or any
other changes made to ticket fields; the appropriate status must be selected from the arrow
button before pressing on Submit as […].
 Close tab / Stay on ticket – feature that alters the behavior of the interface when submitting
tickets (either reverting to the Views page or keeping the recently submitted ticket in view).

Zendesk Interface - Ticket Types

Ticket types are predefined keywords/phrases describing the query/issue from each ticket. The
list of ticket types matches the list of Call Reasons from Contact Center (except 2 reasons that
are specific for calls – Phone Order and Phone RMA).
Each ticket related to a customer query/issue must have a ticket type selected from the Issue
category (full list in Annex 1). The other ticket types are to be used in specific situations:
Callback Request – added automatically when receiving callback requests from
the Aerosus website
Duplicate – can be used for duplicate tickets on the same topic from the same
customer (however ticket merging is preferred)
Escalation – to be used only for internal escalations to 2 nd level, not related to a
customer case (e.g. website errors)
Review – added automatically to tickets generated after user reviews (e.g. from
Trustpilot or similar platforms)
Voicemail – added automatically to tickets generated when receiving voicemails
from Contact Center
Spam – to be used for spam tickets (before assigning them to TL for deletion)
Backoffice – to be used by Aerosus 2nd level team only

Zendesk Interface – Macros

Zendesk has a built-in feature for using predefined text message when replying to tickets; these
predefined messages are called macros and they can be created/adapted according to needs.

 Macros are available to be used for the most frequent topics

encountered in interactions with customers, as well as in
escalations. It’s always required to personalize them
according to each customer case.
 Besides predefined text, each macro has certain preselected
actions built in (e.g. it can preselect Status, Tags, Ticket
Type, Assignee, Group, etc.).
 Macros are available for all languages supported, and have
the same structure in each language folder.
 The standard signature for each language/domain is
available as a macro, in the respective folder.
 Warranty Claims subfolder - Structure & Details
Note - same structure applies to all language specific folders
Open RMA and wait for return label, no troubleshooting. For
RMA instructions 1 —Free return, 30 Days
items not installed, returned in <30 days. EU / UK / CH only
Open RMA and wait for approval; answering troubleshooting
RMA instructions 2 — Examination delay
questions will be required before moving forward.
Answer to specific questions included provided by the TSR,
RMA processing 1 —Technical questions
or a decision is made.
Instructions for returning the part back to us, using the free
RMA processing 2 — FREE return required
return label provided in RMA (EU/UK/CH).
Instructions for returning the part back to us, at the
RMA processing 3 – PAID return required customer’s expense, if they are NOT in the free return area
(Outside EU/UK/CH)
Inform the customer that there's no need to return the part.
RMA processing 4 — NO return required Mention the resolution (replacement/ refund) according to
TSR notes.
Custom Technician Note - please include message from
RMA rejected 1 — Custom note
Technical Team in the reply.
RMA rejected 2 — No fault found RMA rejected since there was no fault identified on the item.

2.7. Escalation Guidelines

An escalation in Zendesk is made when 2 nd level support is needed for a certain action or
decision.
Here are some tips to avoid unnecessary escalations and to ensure a smooth process:

Before escalation

 Search with Order/RMA number and/or email address in

Zendesk to find related tickets. If a recent ticket already
exists for the same topic, don’t create a new one.
 Check all Order/RMA details – Date & Time, Status, Payment
method, Tracking, etc
  Consult with colleagues, TSR or TL first for unusual
situations.
 Inform customers that an escalation to 2nd level is required
(so they know that the case is handled, if the escalation
takes longer).
When escalating

 Include only relevant details: Order/RMA number/s & Status,

relevant photos and a clear request for the 2 nd level team;
write a brief summary and avoid long escalations.
 Do not escalate the same topic/customer in multiple tickets.
 Make sure to write the message as Internal Note (yellow
background).
 Make sure to select the correct escalation group or person
in the Assignee field.
 Make sure to submit message as On-Hold.
After escalating

 Wait until you receive an answer, and also politely ask

customers to wait until so, if they contact you again after the
escalation.
 Apply the answer received from 2nd level directly, do not
negotiate or challenge the answer received. If the answer
received is unclear or incomplete, escalate back for further
clarification, but not more than twice (consult with TL if
 more than 2 escalations are required for the same
topic/customer).

Escalation Scenarios
Scenario Macro When/How to Escalate? Where
ADMIN Escalations
Order Cancellation or Only if Status is not yet UPS Shipping Requested 1. Cancellations
Yes
Address Change Only if Payment method is not PayPal
3. Shipping &
Only if order status is Shipping Failed (and it is not a general
Order Status check No Order
problem affecting more orders)
Only if more than one working day has passed since order 2. Invoice &
Invoice Copy Request Yes
status was set to Complete or Fetched Payment
Refund Shipping Only if order was not dispatched on time from the 2. Invoice &
No
Difference warehouse; not applicable for UPS delays. Payment
Only after checking tracking number and making sure that the 3. Shipping &
Lost Parcel No
parcel is indeed lost Order
Only if 3 working days have passed since the customer made 2. Invoice &
Bank Transfer Delays Yes
the bank transfer. Provide copy of transfer when escalating. Payment
Only after trying to recreate the order on website or
3. Shipping &
VAT not recognized No Magento. If code is valid but not recognized, ask customer to
Order
create an account first.
Only after obtaining all data from customer (account email
6. Escalation
B2B discount requests Yes address, initial order number and volume estimation).
General
For B2B customers, only after checking if VAT is valid or not
Only after checking website (for product description and
specifications), Zendesk and consulting with colleagues/TL.
No installation instructions provided with parts. But if a
Technical customer already bought parts and has issues with 5. Technical
No
Details/Assistance installation, he needs to provide clear details/pictures before Support - Radu
escalation
After getting answers from customers, containing details
about RMAs and technical questions
Only if more than 2 working days have passed since RMA
RMA Status Check No 4. RMA &
status was changed to Package Received
Warranty
RMA Status change Yes Only after contacting the customer and obtaining the missing
Pending Missing CS Info details and adding a note on the RMA directly
DECISIONAL Escalations
When a customer opens a 2nd RMA for the same part from a
certain order, he can ask for refund;
When a customer wants to return an unused part, escalate
Any refund request only if he has at least 10 orders placed in total
4. RMA &
after more than 30 No Only in cases of lost parcels, if the UPS investigation is
Warranty
days pending for more than 3 weeks
When customers make replacement purchases and they want
to receive refund instead of replacement (in case it was not
mentioned in the RMA)
Other request not
No Only after consulting with TL TBD
covered by procedures
Unnecessary Escalations
UNNECESSARY Escalations
No refunds after 30 days regardless of reason, if customer has less than
10 orders
No compensation provided for installation costs or other costs
No free returns provided outside specific territories (EU countries*,
Any request outside normal
USA, CH)
procedures
No refunds for VAT (even if it is valid and appearing on the order)

No refunds for parts with signs of installation/usage, even in the first

30 days (unless the parts faulty)

Refund proof request Escalation required only if Credit Note/Gutschrift is missing from RMA)

No need to escalate; only add note on RMA if status is Pending Review,

Change return address Waiting for Package or Package Received; if it passed these statuses,
it’s too late to change the address
No need to escalate, just open RMA and provide all the details inside
Damaged Order
the RMA

Received Wrong Product Ask for pictures of damage/differences, and check compatibility again

The normal warranty conditions apply; no compensation can be

Ordered Wrong Product
provided
 2.8. Zendesk Chat

The Zendesk Chat platform (formerly Zopim Chat) is used for live conversation with customers
via chat, supported on all platforms (PC, mobile, etc).

Zendesk Chat Interface – Main view

 Visitors section displays active website visitors and all

incoming chat requests.
 Any new chat request will be announced by a sound
notification, Windows notification and an orange bubble in
the bottom left corner of the platform – clicking the bubble
 or the visitor name directly opens the communication
window.
 History section gives access to previous chats (search option
available)
 Team section displays other available agents.
 Profile section (top right corner, round icon) allows for
customization of sounds and notifications.
Zendesk Chat Interface – Conversation view

 When the conversation window is open, it remains

“inactive” until typing starts. After typing starts, the Agent X
has joined. message is shown to the customer.
 Any chat conversation must include certain communication
elements: greeting, opening, hold procedure if applicable,
 actual solution and adapted closing. Some of these elements
are available as predefined texts called shortcuts, accessible
through keywords.
 To access shortcuts for a specific
language, use the / symbol +
language acronym + a certain digit.
The example above shows the English shortcut for
Greeting/Opening: /en1
 The Chat Average Speed of Answer (ASoA) SLA is of 40
seconds – always try to answer to each new chat
immediately as it appears; but make sure that the chat was
not already taken by another agent.
 The Chat Average Handle time (AHT) SLA is of 9 minutes. If
the customer does not reply after 1-2 minutes, ask him if he
is still there, and if you can help with anything else. If he still
does not reply, after 1-2 more minutes you can close the
chat.

Zendesk Chat Interface – History section

 Previous chats can be found through the search function, by
using keywords.
 Advanced search is available next to the search box (arrow
pointing down).
 Chat transcripts are usually also sent via email to the
customer, and created in Zendesk Support as tickets
(currently unavailable).
 3. Communication Guidelines
AEROSUS is a retailer of air suspension parts. As with all retailers, the success of the company is
also influenced by the customer support it offers.
Always keep in mind that every person who calls or writes to Aerosus is a potential buyer;
therefore, every lost call or chat means a possible lost customer.

3.1. Sensitive Questions from Customers

To avoid any unpleasant situations during calls, please follow the below examples for some of
the delicate questions that may be raised by customers:

Client - Where are you from?

Agent – We are based in Koln, Germany.
Client - I understand, but where are you from? Because you have a different accent…
Agent - I see. Well, I am originally from …. Probably that’s why I have a different accent.

Client: - Koln, that’s close to which city?

Agent: - Close to Dusseldorf, on the river Rhine (in the West part of Germany; you can also
quickly take a look on Google maps while you give this answer).

Client: - How come I am calling a French/Italian/US phone number but you are in Germany?
Agent: - You are dialing a local number, however it is redirected via internet to our headquarters
in Germany. In this way, you will not pay a huge phone bill by calling internationally.

Client: - Where are your products manufactured?

Agent: - I don’t have access to this information, so I can’t tell you exactly where they are
manufactured. However, I can assure you that they are of good quality and have 2 years
warranty.

Client: - Do you know a garage shop where I might mount your parts?
Agent: - We do not partner with any specific garage. You can install the parts in any garage of
your choosing, or even yourself (if you posses the proper tools and know-how).
 3.2. Call Script / Phrases

Standard Opening Phrase

 Hi, welcome to Aerosus Support. My name is X, how can I help you?

Support Phrases
Details Request
 Do you happen to have the original part number, or, if not, the VIN number of your car?
 Can you provide me with your order number / RMA number / email address / full name?

Hold Procedure
 Please allow me a few moments to check this, I will place you on hold if you agree.
 Thank you for waiting / thank you for your patience.
Compatibility Confirmation
 The system shows me that we do not have the part compatible with your car I’m afraid.
 The system shows me that we do have the part compatible with your car. The Aerosus Code for
this part is 123456. Please enter this code in the quick search option on our website.
Post-call Escalation
 I will have to escalate this request to the XXX Department (never say Supervisor) and after I
receive an answer I will contact you back via email / call you back.

Mandatory Closing + Survey

 Is there anything else that I can help you with? NO -->
 Ok, thank you for your call. Please hold the line for a short survey.
Then immediately end the call before the customer!
 3.3. NPS Measurement – Post Call Survey Questions

After every email or chat interaction, the customer automatically receives a survey request. The
survey is used to measure customer satisfaction.
For calls however, every agent must inform the customer about the survey at the end of the call,
and immediately close the call – so that the call is redirected automatically towards the Survey
IVR.

Example:
Agent – Is there anything else that I can help you with?
Customer – No, thank you very much.
Agent – Ok, thank you for calling us. Please hold the line for a short survey. Have a nice
day!
Then immediately end the call before the customer does – he will be thus redirected to
the IVR.

The IVR is basically a robot that allows the customer to answer to 3 different questions by
pressing some numeric keys on his phone. The questions are:

1. On a scale from 0 (= very unsatisfied) to 10 (= very satisfied), how would you rate your
experience with our Customer Support Agent?
This question measures the customer satisfaction level – NPS Customer Support

2. Your inquiry was resolved by our Customer Support Agent on the first contact.
This question measures the first contact resolution impact - FCR

3. Please evaluate the statement on a scale from 0 (= not at all likely) to 10 (= extremely likely): I
would recommend Aerosus to a friend or a family member.
This question measures the customer’s brand affinity and likeness level – NPS Brand
 3.4. AHT Improvement - Best Practices

AHT Target: 04:30 minutes

3:40 Support
30 sec Opening 20 sec Closing
mins or +
or less + Reason less
or less + Survey
Solution

During OPENING
Hi, welcome to Aerosus, my name is XYZ, how can I help you?

 After the opening phrase, identify the REASON of the call within the first 30 seconds
 Ask only the details you need, no extra stuff – be very specific
 Have a Notepad or Sticky Note opened, to take notes (if needed)
 For Compatibility Checks – immediately open PartsLink/Aerosus site after customer
mentions his car brand (for PartsLink, also click on the brand icon)
 For Order info / RMA info – immediately open Magento
During SUPPORT
 Don’t ask irrelevant details (e.g. don’t start by asking the VIN if it’s not needed)
 Ask for OEM or VIN number – if customer states he already tried with OEM, just ask for
VIN instead
 When taking the VIN, type it directly in PartsLink24 - avoid placing the customer on
HOLD
 Avoid using the HOLD for searching in Magento
 Avoid DEAD Air by always keeping the customer in the loop (e.g. say what you are doing)
 When searching for orders, ask for the last 5-6 digits of the order number or the
customer’s email address & order date to identify the right order
 Have BOOKMARKS saved for ALL the links/platforms in use
 Be focused – avoid any other activity during phone calls (e.g. Teams chats)
 Answer to only what the customer asked – avoid giving irrelevant details or any side
talks
  If NO SOLUTION available during call – explain that you need to end the call and
immediately Escalate; don’t waste time on HOLD; promise to call back after finding
solution
 DO NOT repeat the same solution to the customer too many times – be professional,
but firm
 Do NOT waste time suggesting exceptional procedures (e.g. Replacement Purchases)
 Do NOT PROMISE any exceptions from usual procedures
 Speak cursively and have a consistent rate of speech (like you would be paying for the
phone bill!)
 SMILE during the phone call, it will work wonders (customers will “feel” your smile);
don’t sound bored
 Finally, don’t focus on TIME, focus on giving the Correct SOLUTION (Low AHT must not
equal Low NPS!)

During CLOSING
Is there anything else I can help you with? Thanks for your time, and please stay on the line for quick
survey!

 Use the open question and mention about the post call survey EVERY time (e.g. even if
the customer promises to call back soon)
 Phrase the survey as a Request, not as a Question
 Do not wait for the customer to end the call – take the lead and do it yourself after
mentioning the survey

DIFFICULT CUSTOMERS
I don’t accept this. I want to talk with XYZ. Give me my money back. Take me to your leader.
 First rule – use EMPATHY and be CALM and POLITE – but don’t “socialize”, stay professional
 Provide the solution ONCE; don’t waste time repeating the same thing many times
 Avoid placing the customer on HOLD – if you need to search something, keep him engaged
 For Order issues/RMA issues, search in Zendesk with order number or RMA number (to find
previous interactions)
 Be rational, don’t take anything personally!
 Promise to escalate/act upon the solution immediately after the call – and keep your promise
 If RMA is needed – offer to create it for the customer yourself
 For Delayed Deliveries – offer to contact the courier yourself and then call the customer back
 If the customer requests a Manager/Supervisor – this is not possible, there is no one available
  If the customer really insists he can call the German number available on the German website
(German or English only)

4. Annexes
Annex 1 – List of VINs for practice
Audi
WAUZZZ4B42N095436
WAUZZZ4F38N094287
WA1YD64B34N005962
WAUZZZ4F78N070297

BMW
WBAFF41000L067580
WBAXC41030C990570
WBAGN81000DR21640
WBAKB41000CU45662
WBAFB71060LV43182
WBAFH01090L468032

Mercedes
WDD2183231A002378
WDD2163732A027560
WDB2200251A464601
WDC1648231A731732
WDB2200261A102355
WDB2112821X178654

Mercedes VAN
WDF63960313523631
VCA63829413303929

Volkswagen
WVWZ3DZ58004100
WVAPX31050C014854
WVGZZZ7LZ4D012222
WVGZZZ7PZBD006295

Land Rover
SALLMAMC44A153104
SALLAAA187A416980
SALLAAA186A393668
SALLSAA248A141277
SALLSAAF4DA800583
SALLAAAG4BA558356
 Annex 2 – Call Reasons Explained
Call Reason Call Details Scenarios
Compatibility / Part compatibility check The customer calls for compatibility check.
Availability Check Stock information The customer calls for availability check.
The customer claims he has received a New product which is Faulty (manufacturing
New Faulty/Damaged Product Received
defect) or which was Damaged during transport.
Used Faulty Product / Warranty The customer claims he has a Used product which failed.
RMA/Return
The customer has a New & Unused product that he wants to return (he simply changed
Instructions New & Unused Unwanted Product
his mind).
Received Wrong Product The customer received a Different product than the one he ordered.
Ordered Wrong Product The customer ordered the Wrong product for his car.
Refund Request over 30 days The customer tried to place an RMA with Refund after 30 days since placing the order.
Refund Request for Failed Replacement The customer wants a refund for a Failed Replacement.
RMA/Return Issue Return Label not received The customer opened an RMA but did not receive the return label.
The customer has a different issue/request for the the RMA (address change, additional
Other (RMA/Return Issue)
label requested, etc).
RMA/Return Status Status check The customer is asking for the Status of his RMA.
RMA placed by Agent The agent opens an RMA for the customer over the phone.
Phone RMA
Assisted customer to create RMA/Return The agent assists the customer to open the RMA or initiate a return.
Order Status check The customer asks about the Status of his order.
Tracking Number Request The customer requests the tracking number for his order.
Order Information Invoice Copy Request The customer asks for a copy of his invoice.
The customer asks other details regarding an existing or future order (price, shipping,
Other (add summary in “Body”)
taxes, etc).
Order Cancellation Request The customer wants to cancel an order.
Order Address Change Request The customer requests an address change for his order.
The customer tried/managed to place an order but the Payment Failed (e.g. Funds not
Payment Failed (add summary in “Body”)
transferred, CoD payment failed, etc).
Order Issue
VAT Not Recognized The customer tried to place a B2B/VAT-free order but his VAT was not recognized.
The customer tried to place an order but theere was an issue with a Discount (10E
Discount Issue
voucher, Pair Discount, B2B discount).
Other (add summary in “Body”) The customer has a different issue with an order.
Order placed by Agent (add Order ID in “Body”) The agent places an Order for the customer over the phone.
Phone Order
Assisted customer to place Order The agent assists the customer to place an order.
Payment Issue (add summary in “Body”) The delivery is delayed due to an issue with Payment (e.g. Bank Transfer not received).
The delivery is delayed due to a Customs Issue (e.g. Invoice missing, Import Taxes not
Customs Issue (add summary in “Body”)
paid, etc).
Delayed Delivery The delivery is delayed due to the Courier company (e.g. Transit delays, Address not
Courier Issue (add summary in “Body”)
found, Lost parcel, etc).
The delivery is delayed due to other reasons (e.g. Customer was not home, Shipping
Other (add summary in “Body”)
delays due to stock, etc).
B2B B2B Discount Request The customer requests a B2B discount for his account.
Request/Proposal B2B Partnership The customer is interested in initiating a partnership with Aerosus.
The customer asks additional questions regarding a product (e.g. items included in the
Product Question
package, technical specifications, etc).
Installation Question The customer asks for installation/mounting instructions.
Technical Support
Relay Position Question The customer wants to know where the compressor relay is positioned in his car.
The customer asks a different technical question (e.g. he asked for troubleshooting
Other (add summary in “Body”)
advice).
Other Write description below (in "Body") The customer's issue is different from all of the above.
Annex 3 – TSR RMA Workflow
Annex 4 – Relay Position for various vehicles

The compressor relay is an important electric part that needs to be changed when the air
suspension compressor is replaced, for many vehicles. Customers sometimes contact AEROSUS
in order to obtain more information about the position of compressor relay.

AUDI

 AUDI A6 C6
Relay position: Passenger´s side in the e-box water box right, Pos. 2 - relay for compressor - J403
Relay description: 8D0951253A

 AUDI A6 C5
Relay position: In the relay carrier, in the driver’s foot well area.
Relay description: OE Numbers: 8K0951253 / 4H0951253A / 8D0951253A

 AUDI Q7
Relay position: In the driver’s foot well, relay carrier is on right side above. The relay seat is at
the lower dashboard driver's side, Slot 1.

 AUDI A8 Benzin/Diesel
Relay position: The relay is installed under the steering wheel.
Relay description: Relay J403 (Imprint 373)

MERCEDES

 Mercedes ML W164
Relay position: The relay is in the fuse box engine compartment on the right side.
  Mercedes S-Klasse
Relay position: In the engine compartment - Relay box- Position K4

 Mercedes E-Klasse + CLS-Klasse + Maybach

Relay position: In the engine compartment - Relay box - Position K67

 GL-Klasse
Relay position: In the engine compartment - Relay box - Position DG 54 TU 080 slot G

 Mercedes VITO W638 / W639

Relay position: Under the driver's seat K10

VOLKSWAGEN

 VW Touareg
Relay position: The Relay 373, is on the relay carrier. Under the dashboard, above the foot well.
The relay carrier must be removed so that relays can be exchanged.
PORSCHE

 Porsche Cayenne
Relay position: On the left side at the dashboard. The relay carrier is on the left side in the
dashboard (called L3), behind a cover.
BMW

 BMW E61
Relay position: In the trunk under the spare wheel well.

 BMW E39 + X5 E53/E65/E66

Relay position: In the trunk under the spare wheel well. The relay is directly at the compressor.

 BMW X5 E70 + X6 E71

Relay position: Passenger side, under the cockpit K126.
LAND ROVER

 Land Rover Discovery 2

Relay position: Relay is in the Engine compartment fuse box.

 Range Rover L322

Relay position: In the rear fuse box on the right side.