Introduction to CMS: E-Comm Tab Flashcards
CMS is the Customer Management System used to manage
Member data.
The two tabs Member Support agents use in CMS are:
Riders
Ecomm
What do Member Support agents use the E-Comm tab for?
View all orders placed through onepeloton.com, Inside Sales, Member Support, and showrooms. Create Member profiles Create secondhand subscriptions Create Support and regular orders Create returns and process refunds Cancel orders Exchange accessories
The starting point of most actions completed in CMS is
The CMS App in Zendesk
The CMS App in Zendesk can be used to access and/or start the following:
Search for orders and Member profiles View workout history Pause, cancel and reactivate subscriptions View related work orders View order's post-purchase link Cancel orders 30-Day Home Trial returns
If an agent is unable to access Member information directly from the CMS App in Zendesk,
there are 3 ways to search for orders directly in CMS:
Confirmation Code (Order Number)
Email Address
Phone Number
The Order Summary page has
17 subheadings that Member Support agents may use.
Support Order:
Order placed with no cost to the Member
Regular Order:
Order in which credit card information is taken
RMA:
Used for refunds, returns, and uneven exchanges
Related Order
Order linked to the original order
SKU:
Identification, usually alphanumeric, of a particular product that allows tracking for inventory purposes
(Order Status) Canceled
Order will not be shipped
(Order Status) Completed:
Order has been sent to our Delivery Teams
(Order Status) Pending Fulfilment:
Verifying inventory with the warehouse
(Order Status) Pending Logistics Approval:
Order needs to be pushed through manually by the Logistics Team
(Order Status) Pending Payment:
Items have been placed into an online shopping cart; order was invoiced and awaiting payment receipt
(Order Status) Pending Risk Evaluation:
Billing information is being validated and flagged for potential fraud concerns
(Order Status) Requires Follow Up:
Awaiting Member response to fraud flag
(Shipment Status) Done:
Order has been communicated with the Delivery Team
(Shipment Status) Other:
Pending status has not been submitted as ‘complete’
(Shipment Status) No Shipment:
Items were purchased in-store or do not require shipment
(Shipment Status) Canceled:
Order was canceled through Member Support
(Order Summary) Order Status:
See the Order Status Glossary
(Order Summary) Confirmation Code:
First eight characters of the Order ID
(Order Summary) Store:
Order was placed through onepeloton.com, Member Support, Inside Sales, or a Peloton showroom
(Order Summary) Member’s Name:
Member the order is for; may be different from Shipping Addressee
(Order Summary) Member’s Email:
Member the order is for; may be different from Shipping Addressee
(Order Summary) Order Date:
Date the order was placed
(Order Summary) Pricing Breakdown:
Overview of what was purchased
(Order Summary) Seller:
Who placed the order
(Order Summary) Delivery Note:
Relevant information for Delivery or Servicing Team
(Items) Product Name:
Member-facing item name. Don’t click the hyperlink.
(Items) Product Option Slug/SKU:
Number ending a SKU indicates size (Example: pl-sh-b-36 is a size 36 cycling shoe)
(Items) Pick-up Quantity:
How many items were picked up in a showroom
(Items) Shipped Quantity:
How many items were shipped from a warehouse
(Items) Total Quantity:
How many items were ordered in total
(Items) Return Quantity:
How many items were returned
(Items) Net Quantity:
How many items a Member currently has
(Items) Subtotal:
Sum of all products/services ordered before tax and shipping costs applied
(Items) Is Referral:
If a referral code was used, it will be displayed next to the Bike/Tread on the items list
(Items) Refund Referral:
If items were refunded to honor a referral code that was retroactively applied
(Warranties) 1-year standard manufacturer’s warranty:
Covers part replacements and service visits
(Warranties) 24 month extended warranty:
1-year, standard warranty manufacturer’s + 12 additional months
(Warranties) 39 month extended warranty:
1-year, standard manufacturer’s warranty + 27 additional months
(Warranties) 3-year standard commercial warranty:
Covers part replacements and service visits
(Warranties) 5-year extended commercial warranty:
3-year, standard commercial warranty + 24 additional months
(Warranties) Equipment Covered:
Bike or Tread
(Warranties) Warranty Owner:
Member who purchased the warranty
(Warranties) Start Date:
Date of delivery
(Warranties) End Date:
Dependent on the warranty plan
(Warranties) Level of Service:
Consumer or commercial
(Warranties) Provider:
Standard warranties provided by Peloton and extended warranties provided by The Warranty Group, Inc. (TWG)
(Shipment) Cancel Shipment:
Learn more by reviewing the Full and Partial Order Cancellation lesson
(Shipment) Date of Creation:
When the order was placed
(Shipment) Order ID:
Confirmation code
(Shipment) Shipment ID:
Shipment details
(Shipment) Shipping Partner:
Delivery Team to handle the order (Field Ops, XPO, Select Express, or JB Hunt)
(Shipment) Partner Link:
Hyperlink to the shipping partner’s system
(Shipment) Email:
Member email address
(Shipment) Phone:
Member phone number
(Shipment) Price:
Cost of shipment for the entire order
(Shipment) Submission Status:
If order was submitted to the Delivery Team
(Shipment) Delivery Status:
Receipt of products after purchase
(Shipment) Post-Purchase Link:
Delivery/service self-scheduler
(Device Subscriptions Created) Subscription ID:
To access the subscription details page
(Device Subscriptions Created) Name:
The Member-facing subscription name
(Device Subscriptions Created) Subscription Owner:
Member responsible for payments; select to access the Member profile
(Device Subscriptions Created) Status:
Active, Unused, Inactive - Delinquent, Active - Grace Period, Scheduled for pause, Canceled, Paused, Inactive - No Payment Found, or Scheduled for Cancellation. See the Introduction to CMS: Member Profile eLearning Course for an in-depth look at these.
(Device Subscriptions Created) Device Name:
Equipment name chosen by the Member
(Device Subscriptions Created) Subscription Type:
Consumer or commercial
(Device Subscriptions Created) Activation Key:
Six-character pin number to activate a subscription
(RMA) RMA ID:
RMA details
(RMA) Creation Date:
Date the refund or return was initiated
(RMA) Status:
State of the refund (Pending Approval, Cancelled, or Completed)
(RMA) Created By:
Email address of the agent that created the RMA
(RMA) Tracking Number for Inbound Shipment:
Return label tracking number
(Coupon) Coupon Name:
Program from which the code came
(Coupon) Coupon Code:
Random characters entered for the discount
(Coupon) Coupon Class:
Will always say ‘product’
(Coupon) Coupon Subroutine:
Whether the discount code is a fixed amount off or a percentage off
(Coupon) Coupon Value:
Amount deducted from the total
(Payments) Billing Partner:
Payment method of credit card (Stripe) or financing (Affirm/Klarna). If financed, Adyen may also be noted.
(Payments) Payment Amount:
Amount refunded subtracted from original payment
(Payments) Total Paid:
Original total cost of the order
(Payments) Total Refunded:
Overall amount redistributed to the Member or financing partner
(Payments) Payment Status:
If the order was paid, invoiced, or a payment error
If a Member has multiple orders, searching by email address or phone number will result in
an order list.
You can find the following information in the order list:
Order Status: Most updated order state
Confirmation Code: First 8 characters of the Order ID. Confirmation code is also referred to as “Order Number”
Date/Time: When the order was placed
Customer Email: Email address of the person who placed the order (this may be different from the shipping email address)
Customer Name: Name of the person that placed the order (this may be different from the shipping addressee)
Payment Status: Whether the order is paid, unpaid, or partially refunded
Order Total: Overall price paid
Total Refunded: Overall price refunded
Awaiting Shipment: Shipment status of an order
After clicking a confirmation code or searching by an order number, agents can review the
Order Summary.
The Order Summary is located below
the search field on an order.
Agents can find the following information in the Order Summary:
Order Status Confirmation Code Store Member's Name Member's Email Order Date Pricing Breakdown Seller Delivery Note
Agents can review the Order Summary after clicking on
a confirmation code or searching by an order number.
Directly under the Delivery Note, there are
three checkboxes:
Special Order: A support order was placed
Exchange Order: An even exchange was completed
Tax-Exempt: Box will not be checked; tax exemptions are applied retroactively
The Shipping Info can be found
to the right of the Order Summary.
Agents can find the following information under the Shipping Info:
Shipping Addressee Shipping Street 1 Shipping Street 2 Shipping City Shipping State Shipping Postal Code Shipping Country Shipping Phone Number (used for correspondence by Delivery Teams) Shipping Email (used for correspondence by Delivery Teams)
Once a shipment has been submitted, the shipping info can
no longer be updated in CMS and must be handled by the respective delivery team.
The Referring User section can be found directly under the
Created Related Order section.
The Referring User section links the
Order Summary of the existing Member, who encouraged the new Member’s purchase.
The Items section can be found directly below the
Notes section.
In the Items section, agents will find
an itemized list of the order.
The Items section list will contain:
Product Name - Do not click the product name hyperlink. Product Option Slug/SKU Pick-up Quantity Shipped Quantity Total Quantity Return Quantity Net Quantity Subtotal Is Referral Refund Referral
The Warranties Created section can be found
directly below the Items section.
In the Warranties Created section, agents will find
any relevant warranty information, including:
Order Number Equipment Covered Warranty Owner Start Date End Date Level of Service Provider Status
An All-Access Membership is used on
a Bike or Tread
An All-Access Membership can be used across
one Bike and one Tread but not used across two of the same types of equipment, simultaneously.
The Device Subscriptions Created section can be found directly
below the Warranties Created section.
In The Device Subscriptions Created section, agents will find the following information:
Subscription ID Name Subscription Owner Status Device Name Subscription Type Activation Key
The Shipment section is located
below subscription information.
In The Shipment section, agents will find any shipment details, including:
Cancel Shipment Date of Creation Order ID Shipment ID Shipping Partner Partner Link Email Phone Price Submission Status Delivery Status Post-Purchase Link
The RMAs section is below
the Shipments section.
In The RMAs section, agents will find information regarding:
RMA ID Creation Date Status Created By Tracking Number for Inbound Shipment
Discount codes may be applied to
any equipment order.
If a discount code was used, it will appear in
the Coupon Details section (below the RMAs section).
In the Coupon Details section, agents will find the following information:
Coupon Name Coupon Code Coupon Class Coupon Subroutine Coupon Value
The Order History section can be found
below the Coupon Details.
In The Order History section, agents can find the following information:
Refund notifications
Order status changes
Shipment submissions
The Payments section of CMS is below
the Order History section.
In The Payments section of CMS, agents can find information regarding
payment methods.
The relevant subheadings of the Payments sections are as follows:
Billing Partner Payment Amount Total Paid Total Refunded Payment Status
The Transaction History section can be found
Below the Payments section,
The Transaction History section shows
a timeline of money exchanges between Peloton and the Member.
In the Transaction History Section, the following subheadings are relevant for Member Support agents:
Transaction Time Subtotal Tax Amount Total Paid Billing Partner
The Related Orders section links
any support or regular order to the Member’s original order.
In the Related Orders section, Agents will find information about the orders, including:
Order Date Confirmation Code Member Name Member Email Payment Status Pre-tax Total Total Paid with Tax Total Refunded with Tax Net Paid Awaiting Shipment Notes Remove option
If an even exchange is initiated, the information will be displayed in
the Exchanges section.
Agents can access the replacement order for an exchange by
clicking on the “Generated ID” hyperlink in Exchanges section.
The Risk Profile section displays a thread of
any fraudulent activity on an order.
The Risk Profile section is used by
LEADERSHIP ONLY!
In regards to the Pre-Orders Created section, we are not currently
offering pre-orders.
While the subscription details page is accessible from the E-Comm tab, the contents of this page are more relevant to
the Member Profile tab’s functions.
Agents can access an order’s Shipment Details by clicking on
the Shipment ID in the Shipments section.
The key features on Shipment Details page are the
“Retrieve Shipment Status” and “Cancel Shipment” buttons.
All small parcel orders will be shipped through
FedEx or USPS/Australia Post (AU).
Some instances in which agents will encounter small parcel orders include:
Replacement part orders Regular accessory orders Support accessory orders Accessory exchanges Bike or Tread packages when outside of Field Ops territory
The Retrieve Shipment Status button reveals the
shipment’s status, tracking number, estimated delivery date, and actual delivery date when pushed.
After selecting ‘Retrieve shipment status’, agents can
track the order through USPS or FedEx.
The Cancel Shipment button is only functional before
an order has been submitted to its respective warehouse.
Once the warehouse begins processing a shipment,
the shipment cannot be canceled.
For the most accurate time window, orders should be canceled through
Shipwire.
The Cancel Shipment feature should only be used
immediately after an order is placed.
While a synopsis of any return or refund can be viewed in the RMAs section, a more detailed overview is available by
clicking the RMA ID hyperlink.
The RMA Summary displays
an overview of a return or refund.
Status RMA Reason Shipping Partner Tracking Number "Open Label" button (if applicable) Zendesk Ticket Number Note: For appropriate tracking, it is important to include the Zendesk ticket number especially for refunds.
The User Info section displays
the Member Profile information.
Member Name
Username
User Email
User ID
The Items to return sections displays
a list of the items being shipped back or delivered to Peloton.
Items Purchased
SKU
Receipt Date
The refund will not be automatically processed if
all items are not received.
All items to be refunded will be displayed in
the Refund Items section.
Item to Refund
SKU
Amount Paid
Amount to Refund
In an uneven exchange, any amount charged will be shown in
the Return Items section.
Item
SKU
Amount to Pay
Amount from refund
The Refund Payments section is a mirror to the
Payment section on the Order Summary page.
Label Billing Partner Billing Partner ID Total Paid Total Refunded Amount to Refund
The Originating Order and Replacement sections display the
exact information as the Order List.
Order Status Confirmation Code Date and Time Member Name Member Email Payment Status Order Total Total Refunded Shipment Status
For Bike and Tread Returns, Members have
30 days from their delivery date to return their Bike or Tread.
If they still wish to return it after an applicable winback attempt, the agent should
confirm the return eligibility based on the original delivery date.
What are the four steps to Finding a Member delivery date:
Search for the original order in the Zendesk CMS app.
Scroll down to the shipments section, and click on the partner link.
After being redirected to the appropriate delivery site, confirm if the Member qualifies for a return based on their original delivery date.
If eligible, follow the Home Trial Return Process or 30-Day Home Trial Program steps.
If a Member’s Bike or Tread return was not a 30-Day Home Trial order,
provide a link to our return policy and confirm they’ve accepted the terms.
Once accepted, initiate the RMA process and select Return, Exchange, or Cancel & Refund for every item except the shipping fee.
What are the 12 steps of the RMA process?
- Click “Create RMA/Refund” on the CMS order.
- Click “Cancel & Refund” or “Return” for the products being returned.
- Click “Continue to Specify Refund Amounts”.
- The refund amounts will automatically populate.
If not for a 30-Day Home Trial, change the “Amount to Refund” for the Bike/Tread to $1995.00
- The items being returned will also automatically populate based on the items selected on the “Select Items To Be Adjusted” screen.
- Click “Continue to Specify Payment”.
If not a 30-Day Home Trial order, click “Add Product” to add the appropriate return fee:
Bike Restocking Fee
Tread Restocking Fee
- Verify the “Amount to Refund” total is correct in the “Refund Items” section.
8a. Agents will not generate a shipping label for Field Ops returns since the accessories will be picked up with the Bike or Tread.
If applicable, select the “This return does not include a UPS or FedEx package” checkbox.
8b. Agents will generate a shipping label for XPO and J.B. Hunt returns for the Member to mail back their accessories.
Click “Create Shipping Label”.
- Click “Open Label”, and save it to your desktop.
Don’t forget to send the return label to the Member!
- Select the reason for the return from the drop-down list.
- Enter the Zendesk ticket number.
- Click “Create RMA”.
We do not refund shipping costs outside of
30-Day Home Trial returns.
Orders delivered to Alaska, Hawaii, and Puerto Rico are considered
remote.
Members with remote orders have how many days from their delivery date to return their Bike or Tread?
30 days
For Field Op’s Returns, inform the Member their refund will be applied back to the original form of payment when
the warehouse receives ALL of the items on the RMA. The order will not be partially refunded if all items are not received.
For XPO/JB Hunt Returns, inform the Member their refund will be applied back to the original form of payment when
the delivery team has picked up the Bike/Tread.
Any related accessories will need to have been picked up by the appropriate shipping partner, and the tracking number MUST show movement.
The refund will not process if all accessory items listed on the RMA are not shipped back to us.
If a Member contacts Support to check the status of their refund, check to see if
all items have a receipt date on the RMA.
If any items are missing from a return because the Member decided to keep them, you should
cancel the current RMA, and create a new “Refund Only” RMA. Only the items received should be returned.
For Partial Order Returns, be careful not to
manually approve the refund on the original RMA instead of creating a new “Refund Only” RMA.
Any manual RMA refunds over the current threshold of
($350) require leadership approval.
For Partial Order Returns, if the original RMA refund is manually approved instead of creating a new “Refund Only” RMA,
ALL of the items on the original RMA will be refunded. For this reason, any partial order returns must be canceled and resubmitted as a “Refund Only” RMA.
E-Comm Tab Actions
The Send Order Confirmation Button The Notes Section Refunds, Exchanges, and Cancellation The Exchange Accessories Button The Create RMA Button The Cancel Order Button Create Related Orders Support Orders Creating a Subscription Regular Order
