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CHEWY Flashcards

1
Q

Chewy Exclusive Brands

A
  • American Journey
  • Tylee’s
  • Frisco
  • Bones & Chews and USA Bones & Chews
  • Dr. Lyon’s
  • Ongaurd
  • All Kind
  • Tiny Tiger
  • True Acre Foods
  • Landmark by American Journey
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2
Q

American Journey

A
  • Kibble and treats
  • Manufactured in Kansas or California
  • High-protein
  • Customers will receive 10% off every time they purchase American Journey through Autoship
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3
Q

Tylee’s

A
  • Frozen dog food
  • Proteins are cooked, not raw
  • Shipped in insulated box with dry ice
  • Human Grade
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4
Q

Frisco

A
  • First Chewy Ex Brand
  • Hard goods: crates, beds, litter and cat trees
  • Discount on first purchase
  • Typically under “Deals of the Day”
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5
Q

Bones & Chews and USA Bones & Chews

A
  • Treats and chews
  • Made without preservatives and flavoring additives
  • Nothing is ever sourced from China
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6
Q

Dr. Lyon’s

A
  • Provides that extra boost in food as a supplement

- Joint, hip, stomach, etc problems

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7
Q

Ongaurd

A
  • Flea and tick preventative

- Similar ingredients to leading brands

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8
Q

All Kind

A
  • “Being kind to all and kind with prices”
  • Fits every budget
  • All kinds of products
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9
Q

Tiny Tiger

A

-Cat food line for all size cats
-Grain free, 100% balanced
Similar to fancy feast

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10
Q

True Acre Foods

A

-Similar recipes from food made with USA raise chicken or beef with real veggies from the farm

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11
Q

Landmark by American Journey

A

-Higher in protein, exotic meats aka wild meats

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12
Q

3 E’s

A
  • ENGAGE with customer
  • Enrich the conversation
  • Educate for the future
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13
Q

Instead of: Youre welcome

A

Use: My pleasure

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14
Q

Instead of: No problem

A

Use: Of course
My pleasure
Thats alright

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15
Q

Instead of: lady/guy

A

Use: customer

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16
Q

Instead of: oh (letter for #)

A

Use: zero

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17
Q

Instead of: unfortunately

A

Use: At this time

I’m sorry

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18
Q

Instead of: Deal/Handle

A

Use: Help

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19
Q

Instead of: Inconvenience

A

Use: I apologize

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20
Q

Instead of: feedback

A

use: Thank you for that suggestion

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21
Q

Instead of: assist

A

use: I can help you

I can take care of that

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22
Q

Instead of: Give me

A

use: may I confirm your…

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23
Q

Instead of: give me one minute/second

A

use: give me one moment

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24
Q

Instead of: cant complain

A

use: Im doing great

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25
Q

Instead of: like I said

A

Explain to customer again

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26
Q

Instead of: went ahead

A

walk through with them

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27
Q

Instead of: bear with me

A

do not say

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28
Q

Instead of: sir/maam

A

refer to customer by name

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29
Q

Instead of: I promise/ trust me

A

Assure it’ll be okay, dont make promises.

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30
Q

Greeting

A

“Thanks for calling Chewy! To ensure you receive top-notch service, this call may be monitored or recorded. This is ________. How can I help you today?”

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31
Q

For customers that do not want to create an account

A

phonenumber@mrcorders.com

Chewy123

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32
Q

AutoShip Frequency

A

Days, weeks or months

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33
Q

Cards accepted

A
  • Visa
  • MasterCard
  • American Express
  • Discover
  • PayPal
  • Card Easy Payment Solution
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34
Q

Can you create AS / with only hard goods

A

No- but you can add hardgoods to next AS order for one time ship

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35
Q

What are hardgoods that you can AS?

A

Items you can run out of: poop bags, treats, litter, food, potty pads, shamp and cond, flea and tick supplies, cleaning supplies

36
Q

What time does AS process?

A

Between midnight and 2 am. May process up to 24 hours in advance

37
Q

What states do we not ship to?

A

Alaska, Hawaii and Puerto Rico

38
Q

Warehouse locations

A 
Wilkes-Barre, PA (AVP1)  
Clayton, IN (CFC1)  
Dallas, TX (DFW1)  
Mechanicsburg, PA (EFC3)  
Ocala, FL (MCO1)  
McCarran, NV (WFC2)  
Phoenix, AZ (PHX1)  
Dayton, OH (DAY1)
39
Q

What days do we ship orders?

A

Tuesday-Saturday

40
Q

Orders placed before __pm will ship same day, after will be next shipping day

41
Q

Days we do not ship are ___ or ___

A

Sunday or Monday

42
Q

Do we offer overnight or expedited shipping?

A

No, only flat rate 1-3 day

43
Q

FedEx Home Delivery hours

44
Q

Can we ship to POs or military?

A

No , only physical

45
Q

Warehouse days (pick up, delivery, and processing)

A

Pick up: M-F
Delivery: Tues-Sat
Processing: Sun-Sat

46
Q

Weight limit for boxes?

47
Q

Cutoff time for frozen food

48
Q

Customized items arrive within __

49
Q

Exclusionary Items

A

Kangaroo products banned from California

Natures Miracle banned from new mexico and Indiana

50
Q

When does Chewy get paid for an order?

A

When the order ships from the warehouse

51
Q

It can take ____ business hours for tracking to update

A

24-48 hours

52
Q

Tracking wont update ___

A

on weekends or holidays

53
Q

FC

A

Fulfillment Center

54
Q

Ship Scan

A

The final scan inside Chewy FC before going into the truck.

55
Q

Received Scan

A

It is the first inbound scan within carrier facility.

56
Q

EDD

A

Expected Delivery Date

57
Q

PDD

A

Promised Delivery Date

58
Q

Carrier Details

A

Additional details from carrier

59
Q

Action

A

Account needs certain action taken

60
Q

Address Correction

A

Verify shipping address

61
Q

Reship

A

Replace and offer a concession

62
Q

Places to look for key info on customer accounts

A

Customer level comments
Order history
Return history

63
Q

What do you verify when call starts?

A

Name and phone number

64
Q

How do you switch to customer?

A

Back office > Look up customer > switch to customer

65
Q

Order screen: S.I.P.

A

Verify shipping address, item summary, and payment info

66
Q

Do we price check other companies?

A

No, we only honor our own past prices

67
Q

P Status

A

Pending- when items are in active cart

68
Q

C status

A

Complete- the order has been placed and the payment has been approved through auth hold

69
Q

R status

A

Released- the order is being packed and waiting to be picked up from warehouse

70
Q

S status

A

Shipped- shipped and has tracking info

71
Q

D status

A

Deposited- the payment has been process and customer is charged

72
Q

X status

A

Canceled- the temp hold with fall off with 24-48 hours

73
Q

E status

A

CSR Edit- editing order

74
Q

L status

A

No inventory- discontinued item

75
Q

A status

A

Payment Review- Autoship payment is declined

76
Q

B status

A

Backordered- autoship order item is backordered

77
Q

Order of statuses

A 
P-pending
C- complete
R- released
S-shipped
D-deposited
78
Q

Editable Statuses

79
Q

Non Editable

80
Q

3 types of comments you can leave on an account

A

Customer level
Order level
Autoship level

81
Q

Promos applied need comments left on what level?

A

Both customer and order

82
Q

Parent order vs child order

A

Parent order is specific items in autoship

Child order is each order that has been/ will be shipped out

83
Q

What can you do to an AS

A

Change AS, skip shipment, reschedule, change next fulfillment date, trigger or cancel AS

84
Q

Why do customers get multiple charges?

A

When items are shipping from different warehouses

85
Q

How do you unsub customer from communication?

A

Back office> Chewy Forms> Unsub form

86
Q

Can you reset customer password?

A

We can send password reset to email and walk them through

87
Q

What status lets you change payment on order?

CHEWY (1 decks)

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