FAQ Moonpig

Moonpig FAQ GUIDE

START

Account

CSP

MP+

fLOWERS

This is an index

Timeframes

Del Cost

Ecards

Transcript

Group Cards

RM POD

Suppliers

Contact US

Account Management

Includes VAT, DSAR, Email Changes, Removing Card Details

+VAT

VAT UK Customers and International

VAT Receipts (UK Customers only)- Download instantly 1. Navigate to 'My Orders' within 'My Account' 2. Select the order you require a VAT receipt for and selecting the 'Details' button. 3. At the bottom of the next page, under the Order Summary you will see a 'View Invoice' link. 4. Your invoice will be downloaded to your device in PDF format.

VAT Receipts (International Customers) - Takes upto 10 working days to arrive back 1. Choose contact reason as Account Management 2. Include all order numbers in the internal notes for back office to use 3. Submit as pending

+DSAR

DSAR

If a customer comes through and is requesting a DSAR - the first step is to take the info from the DSAR email macro and put this into chat linking them to the website link and form; then informing a TL of the ticket you've given it on. If they come through via email, use the macro for subject access request and give the ticket to a TL. If a customer states that they are refusing to do the DSAR this way or that they are unable to fill in this online form, we need to find out exactly which information the customer is requesting and inform a TL whilst you are on the chat so that they can advise and raise to the appropriate persons with Moonpig. If a customer is mentioning the DPO/ICO, similarly to if they are mentioning CEO/police etc - inform a TL immediately and we'll assist and provide info if needed.

+Email/CD

Removing Card Details & Email Change

Email Change Customers are able to update your email address directly in the 'My Account Details' section of our website. Select 'My Account Details'. They will see their current email address, click on the email address and they can update to their new email address.

Removing Card Details After logging onto the Moonpig website, you can navigate to the avatar icon (the little heads and shoulders icon) and then scroll down to the Saved Payment Methods tab on your account. Once on this page you can click on to the payment method you'd like to remove, and delete any payment methods no longer needed. The only reason you may not be able to remove a payment method is if you have signed up for Moonpig+, as this payment method will remain visible until the Moonpig+ subscription has ended.

+INDEX

Complete Savings Program (CSP)

When our customers place an order with us they are asked if they would like to join up to a reward scheme called Complete Savings. First month is free, followed by a £15 per month charge. Our customers can cancel at anytime but they need to do this with CSP directly. To cancel the customer's account, they can do this directly with CSP. We are unable to do this on customers behalf as we are classed as a 3rd party and do not have authorization to do so. Use the CSP macro to provide customers with any information they might need.

+INDEX

If you think of anything else you want in here, let TL's or Trainers know.

Moonpig Plus

Can we cancel a customer's subscription? Yes. 14 day window. Full cost refund minus first card cost How can we view IF a customer is subscribed and the start / end date? Click on the email dropdown on WebCM Will it just apply to UK accounts? No, MP+ will only be purchasable for now on UK site but discount will be applied across all territories. Terms & Conditions - https://docs.google.com/document/d/1pLkdEwldoSLXNvG0bnATDQLrbYQfwKJnlM1R6EBQ8d8/edit

+INDEX

Flowers

For all flower issues we do ask our customers to provide us a photo of the damage. The steps below show to tackle any issues that may arise regarding this. 1. If the customer has a picture of the poor quality and we agree, we refund or replace as normal​ 2. If the customer has a picture of the poor quality and we don’t agree, we give £10 credit​. This will have to be logged at No Action Needed + £10 Credit 3. If the customer does not have a picture of the quality, we give £10 credit​ This will have to be logged at No Action Needed + £10 Credit

7 Day Freshness Guarantee

+INDEX

Delivery Timeframes (International)

UK /EIRE up to 4 Working Days after dispatch from UK 1-5 for EU ROW - up to 7 Working Days after dispatch From AUS -> NZ 9-15 Working Days

We annihilate boredom

+INDEX

Delivery Cost

For different items

Gifts

Flowers and Balloons

Cards

• DPD - £4.99

• Standard Cards - £1.10 First Class
• Large Cards - £2.45
• Giant Cards - £3.49 Tracked 24
• Tracked 24 - £3.99

• Tracked 24 - £4.99*

(Increase at peak times)*

+INDEX

Ecards

Currently, Ecards can only be bought on the website and need to be chosen as the size before the card is created. If not, the customer will have to recreate the card again - as we can't change a physical card to a digital card and vice versa. Ecards will go straight away, unless delivery date changed from customer. Ecards cannot be cancelled.

Step 2: Personalise your card and add a heartfelt message inside.

Step 4: They’ll receive a virtual version of your kind and loving card instantly!

Step 1: Choose the perfect card from our range of thousands.

Step 3: Enter the recipient’s email address instead of their postal address.

+INDEX

Transcript

When our customers ask for a transcript of the Livechat they have just had, once the chat has ended - our customers will be able to request the transcript via popup.

INDEX

Group cards

Website

APP

Writing a message was limiting - now you can write much more, make everything from hot pink to baby blue, and even choose to use a funky font for those very daring! We only allowed 20 messages - now you can get ALL your friends to collaborate, all the way up to 50! People forgot about the card - now we will chase you and remind you on a deadline

• Pick your card and add the first message.
• Effortlessly collect messages by sharing a link.
• Review the messages and order your card.

• Add your message
• Share & Collect Messages
• Preview and Checkout

+INDEX

ROYAL MAIL POD

You can access the tracking information from WebCM by clicking on the hyperlink within the Dispatch Information. After clicking the hyperlink, you will be able to see if the order was delivered – usually with a proof of delivery photo attached.

To find out if the order has arrived at the correct address, take the GPS Coordinates shown at the bottom of the map. Search the GPS Coordinates in Google Maps. Then press directions, this will allow you to place in the actual delivery address from WebCM for the order. This will show you if the order was delivered to the correct address, and if not – how far away.

+INDEX

SUPPLIERS

Arena Flowers, Tamworth & DPS

Tamworth

DPS

Arena Flowers & Balloons

• DPS supply some of our alcohol and other gifts.
• To cancel these, they need to be in order received, and can be cancelled straight away on CM. If in printing, don't cancel on day of dispatch.

• Arena supply all the flowers and balloons we sell.​
• All Flower and Balloon orders need to be cancelled on Arena before cancelling on CM.

• Tamworth, also known as Mintsoft orders – supply most of the gifts we sell.
• To cancel these, send the long delivery number to a TL/BO who can let you know if the order can be cancelled.

+INDEX

If you give any of these out, let TL's know and pass them the ticket numbers.

Contact Us

Media For media enquiries please email: pressoffice@moonpig.com Investors For investor relations enquiries please email: investors@moonpig.com Company Secretary For Company Secretary For enquiries and for disclosures under DTRs please email: company-secretary@moonpig.com For enquiries from designers or publishers wishing to collaborate with us please email: hellodesign@moonpig.com For enquiries from gifting partners wishing to collaborate with us please email: commercial.gifts@moonpig.com If you give any of these out, let TL's know and pass them the ticket numbers.

We annihilate boredom

+INDEX

Any other questions, contact TL'S or TRAINERs