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Job > Process Information > Flashcards

Process Information Flashcards

1
Q

If a customer is unable to provide the info to verify their account, what do we do?

A

Contact R-desk

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2
Q

What do customers need to confirm if they are using a card already saved on file?

A

Last 4 digits of card number

Expiration date

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3
Q

If a customer wants to use a new form of payment, what do we do?

A

Let the customer know that we will be transferring them to our secure automated card verification system. Remind them that they will need to click pound after entering card number and they cannot be on speaker.

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4
Q

If a customer asks for you to add a new shipping address, what should you not include?

A

The”#” sign. Use apt, suite, floor, etc. instead.
Do not use all capital letters.
Do not include the word “box” unless it is a PO Box.

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5
Q

What orders are automatically shipped via USPS?

A

Any orders being shipped to the US territories, Alaska, Hawaii, APO/FPO addresses, and PO boxes

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6
Q

What orders are not eligible for shipping upgrades?

A

Orders shipped through USPS

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7
Q

How long does standard shipping take to ship to the 48 contiguous US states and PO boxes?

A

3-5 business days

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8
Q

How long does it generally take to ship to Alaska, Hawaii, or US territories?

A

5-10 business days

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9
Q

How long does it generally take to ship to APO/FPO addresses?

A

7-10 business days (up to 30)

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10
Q

Quality Check- New Orders. What is required?

A

If the customer is not VIP, upgrade the shipping to NDA (Next Day Air).

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11
Q

Quality Check- New Orders. What should we be doing?

A

Full order review:

  • Offer to give the order # to the customer and let them know it will be emailed
  • Confirm the full shipping address one more time
  • Confirm the item(s) being sent and the total cost, including tax.
  • Confirm delivery date
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12
Q

Quality Check- Cancel Order/Items. What is required?

A

Ensure the cancellation was fully processed.

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13
Q

Quality Check- Cancel Orders/Items. What should we be doing?

A

Entire order: Advise customer that the authorization has been voided and will fall off within 2-10 business days.
Item(s) off of an order: Advise the customer that they will only be charged for the items that actually ship out; we have adjusted the authorization.

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14
Q

What if it is too late to cancel the order AND the shipment?

A

We can offer to:

  • Watch the order and when it goes into a completed status, process a return for the customer
  • Offer to contact UPS to request a RTS for the package (not guaranteed)
  • Advise customer that the package can be “refused” to send it back to us.
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15
Q

What is the time frame when processing a standard refund?

A

5-10 business days for the product to reach our warehouse and then 2-10 business days for the funds to be released by the bank

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16
Q

How do we explain a UPS label via email?

A

We will send a prepaid UPS label to your email. All you need to do is click the link to print it out, tape it to the shipping box, and drop it off at any UPS location.

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17
Q

How do we explain a UPS labeless return?

A

If you cannot print out a label, we can offer to send a UPS QR code to your email. That way you can go into any UPS store, show them the QR code, and they will provide you with a prepaid UPS label.

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18
Q

How do we explain a snail mail return label?

A

We can send the label to the same address that the package was shipped to. It should take about 7-10 business days to get to you. Once you have received it, you can tape it to your shipping box and drop it off at any UPS location.

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19
Q

When do we need to use the Original Workflow in CSC for a return?

A

When a customer needs to change the email that the shipping label is being sent to.
When a customer needs a USPS shipping label instead of a UPS shipping label.

20
Q

What is our return policy?

A

Order must be returned within 365 days.
It must be in original condition (unworn)
Must be in it’s original packaging

21
Q

If the customer requests a USPS label for a return, what do we change the “return mailing label type” to?

A

Any carrier

22
Q

What is the email blurb we use for USPS return labels called?

A

Return_label_usps_instead_of_ups

23
Q

What do we need to verify for a gift return?

A 
The gift giver's full name
One of the following:
-Order number
-Item description
-Gift giver's phone number
24
Q

Quality Check- Returns. What is required?

A

Offer a non-courtesy exchange on all returns.

25
Q

Quality Check- Returns. What should we be doing?

A
  • Return refund timeframe
  • Refund amount
  • Return shipping instructions
  • If we have emailed the return shipping label, make sure to let the customer know to click the LINK in the email
  • If the customer chose snail mail, make sure to let them know that it should take about 7-10 business days to arrive
26
Q

What are the five basic steps of an advanced exchange?

A
  1. Verify customer
  2. Place the item in the shopping cart
  3. Process return for the original order
  4. Place the new exchange order
  5. Annotate and wrap up
27
Q

Which option do you choose in the “return resolution” section for an exchange?

A

Instant refund -> Amazon gift card

28
Q

What is the email blurb we use for exchanges placed on gift cards?

A

phone_or_chat_gc_exchange_with_rml

29
Q

Quality Check- Exchanges (XO). What is required?

A
  • Transferring of funds: advise customer that we are moving the money from the original order to the replacement with a GC. If they return both, then money will be refunded back to the GC.
  • Attaching a credit card: advise the customer of the additional charge and verify last 4 of CC and exp date if using an existing card
30
Q

Quality Check- Exchanged (XO). What should we be doing?

A
  • Refund amount for an xo for less: confirm the refund amount w/ the cus and advise those funds will be available once the item is returned
  • An xo for more: advise the cus of the additonal charge and verify CC
  • In addition: All of the new order and return requirements for a quality check
31
Q

When are the only times we offer an instant refund (advanced credit)?

A
  • We sent out wrong or defective merchandise
  • There was a shipping error (mis-ship, lost in transit)
  • Extenuating circumstances (check w/ rdesk)
  • Cus not comfortable with exchange process
32
Q

For an instant refund, what is the time frame we need the item back at our warehouse by?

A

Return in 14 days

33
Q

Quality Check- Instant Refund. What is required?

A

Advise the cus they will be recharged for the item if they do not return within 14 days

34
Q

Quality Check- Instant Refund. What should we be doing?

A
  • Annotate: make sure your notes advise we have done an instant refund
  • Refund and return timeframes
35
Q

When do we use returnless refunds?

A
  • Wrong/defective and the total is under $50
  • Biohazard issue (ew)
  • The item states it’s been delivered but cannot be located
  • The customer does not want a replacement or a replacement the customer wants is not available
  • We are NOT expecting the item back or have advised the customer to keep/dispose of original item
36
Q

What is the email blurb we use for returnless refunds?

A

instant_refund_without_return

37
Q

Quality Check- Returnless Refunds. What is required?

A

Offer other applicable solutions

38
Q

Quality Check- Returnless Refund. What should we be doing?

A

Refund and return timeframes

39
Q

When do promo certs created by us expire?

A

90 days

40
Q

Are we able to separate multiple promo certs and gift cards?

A

No

41
Q

How much can we offer on a promo cert?

A

$5-100

42
Q

How can you view a customer’s promo certs/gc balance?

A

On the account page -> Payment Methods -> Promotional Certificates

43
Q

Quality Check- Promo Certs. What is required?

A

Offer all other applicable options

44
Q

Quality Check- Promo Certs. What should we be doing?

A
  • Issuing a coupon: be sure to keep your promise and create the promo cert in the system, notate that a promo cert was issued and why
  • Apply a promo cert: always confirm that the cus wants to use the promo cert on the checkout screen- we never add it w/out permission
  • Returning an order paid for w/ a promo cert: we can issue a new promo cert to replace the used code.
45
Q

When do we issue a returnless replacement?

A
  • Wrong/defective item and the total is under $50
  • Biohazard issue (ew gross)
  • The item states it’s been delivered but cannot be located
  • We are not expecting the item back or have advised the customer to keep/dispose of original item
46
Q

What is the email blurb we use for returnless replacements?

A

returnless_replacement

47
Q

When do we issue a promo cert replacement?

A
  • Wrong/defective and total is under $50
  • Biohazard
  • The item states it’s been delivered but cannot be located
  • We are NOT expecting the item back
  • And we do not have the exact replacement in stock or they want a different item

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