Samsung Shop App and

B2B Shop App

e-Commerce New Hire Training (NHT)

Version 2.0

Samsung proprietary and confidential2

Agents will be able to:

• Understand what is Samsung Shop App and

answer questions related to it.

Agenda and Objectives

Samsung Shop App

1. Overview

2. Knowledge Base

3. Samsung Shop App

4. B2B Shop App

5. Customer Questions

Current & Past Alerts

AppStack

Transfer Guide

Agents will be aware of:

• The B2B Shop App & AppStack

• Transfer to SMB for all inquiries related

to B2B Shop App.

3 Samsung proprietary and confidential

Overview

Samsung Shop App

Samsung proprietary and confidential5

Key Details You Must Know

Samsung Shop App

1. The Shop Samsung app allows you to easily shop, manage

orders, and get support at your fingertips.

2. Get exclusive offers that are ONLY available using the

Samsung Shop app.

3. Checkout quickly and easily with flexible payment options

including Samsung Pay and Samsung Financing.

4. Earn Samsung Reward points by purchasing select

Samsung products.

5. Receive free shipping and easy online returns.

6 Samsung proprietary and confidential

Knowledge

Base

Articles

Samsung proprietary and confidential7

Knowledge Base Articles

Samsung Shop App

Refer to the following Knowledge Base (KB) articles to support

customer contacts related to the topic:

Samsung Shop App

Samsung proprietary and confidential8

What can you do on the Shop App?

Samsung Shop App

See it in your room

View the newest TVs in your room using your phone's camera with our latest Augmented Reality

feature.

Samsung proprietary and confidential9

What can you do on the Shop App?

Samsung Shop App

View curated content and personalized product suggestions with new products and promotions, tailored to you.

Samsung proprietary and confidential10

What can you do on the Shop App?

Samsung Shop App

Support in the palm of your handGet notifications when your order is fulfilled so

you won’t have to worry about a thing. Need to

register a device or call customer support? It’s

just a few taps away.

Register your gift on Shop SamsungIt’s the easiest way to register your products with

Samsung.

Samsung proprietary and confidential11

What can you do on the Shop App?

Samsung Shop App

Get rewarded

Earn points from eligible purchases in the Shop Samsung app to redeem

towards Samsung products and more.

How it

works

B2B Shop App

13 Samsung proprietary and confidential

Overview

Samsung proprietary and confidential14

Key Details You Must Know

B2B Shop App

1. B2B Shop App added

for SMB customers

Get the same shopping

experience on

Samsung.com for

businesses.

Place orders and manage

your order and

subscriptions online.

2. AppStack provides bundled

app recommendations tailored

towards businesses, based

on their specific needs.

Small and Medium Sized

Business (SMB) customers

can now shop on Shop

Samsung app, to buy business

products and apps offered

through AppStack. This offers

the same shopping experience

as Samsung.com/us/business.

3. All contacts related to

AppStack should be

transferred to SMB/B2B

Order Support Agents.

15 Samsung proprietary and confidential

Knowledge

Base

Articles

Samsung proprietary and confidential16

Knowledge Base Articles

B2B Shop App & AppStack

Refer to the following Knowledge Base (KB) articles to support

customer contacts related to the B2B Shop App & AppStack:

Current & Past Alerts

AppStack

Transfer Guide

Samsung proprietary and confidential17

How it Works

AppStack

Samsung.com/us/business/AppStack

& B2B Shop App

Introducing AppStack, Samsung’s SaaS app marketplace for

business offering a curated collection of business software

from our partners that can help you operate successfully and

efficiently.

Samsung proprietary and confidential18

B2B Shop App

NEW Zendesk Contact Reasons

For contacts related to B2B Shop App or AppStack, use the appropriate contact reason in Zendesk.

NEW Zendesk Contact Reasons:

• Non Order

Related::Subscriptions::AppStack::Information Request

Partner App Support

• Order Related::Subscriptions::AppStack::Billing Inquiry

• Order Related::Subscriptions::AppStack::Increase or

decrease licenses

• Order Related::Subscriptions::AppStack::Cancellation

19 Samsung proprietary and confidential

Customer

Questions

Samsung proprietary and confidential20

Customer 1: “I am trying to place an order for the Galaxy S20+ through Shop App

but the free Galaxy Buds are not being added at the checkout page. Can you help

me please?”

“I’m sorry the free Galaxy buds aren’t being added to your cart!”

Customer Questions

What are some potential causes of this?

• Promotion is expired

• Promotion isn’t for Samsung.com

• Promotion is broken :o

• Customer doesn’t qualify

Samsung proprietary and confidential21

Customer 2: “How can I cancel an order on the Shop

Samsung app?”

Customer Questions

1. Open "Shop Samsung app" and sign in to your

Samsung account used to place your order. On the top

left corner, tap "Menu > My Orders"

2. Scroll to the order you want to cancel > and then tap

CANCEL

NOTE: Only the items that are not shipped can be

canceled. If the CANCEL button is not available for an

unshipped item, then the item has already been sent to

our fulfiller for shipment. You can refuse or return the

product instead.

Samsung proprietary and confidential22

Customer 3: “How do I redeem my Samsung Reward points

through the Shop Samsung App”

Enroll: Log on to your Samsung account and accept the Samsung Reward terms

& conditions.

Earn: After making a purchase and 15 days after your product is delivered, you

can check your Samsung Rewards point balance on Menu > My Rewards screen.

Redeem: To redeem your points within the Samsung Rewards catalog, accessed

through the Samsung Pay app (on Shop Samsung App), go to Menu > My

Rewards.

Customer Questions

Samsung proprietary and confidential23

Customer 4: “I am unable to update my shipping address at

the checkout page on Shop App. Can you help me?”

Sure, could you please help me with the shipping address you are trying to

update?

The below special characters can be avoided in the shipping/billing address, as it

may cause an invalid shipping address error at the checkout:&

#

!

<

%

–

I request you to try updating the address without any special characters.

Customer Questions

Samsung proprietary and confidential24

Questions

?Ask your

trainer!

24 Samsung proprietary and confidential