Claims
The Customer's Glass vase was broken inside of the package. What type of claim should be filed.
What is a Damaged item claim
Customer returned multiple orders together in the same box.
What is, DO NOT REACH OUT TO CHINA GROVE:If the order cannot be located or is not noted, the items will be returned to the customer on Day 8.
Alex spends over 15,000 annually with us a year with his Prop card
What is a TOL unlocked customer?
Mickey and Minnie Mouse got Married in the Disney castle and all of their friends sent gifts. They want to send thank you cards and want to know who sent them a wedding gift.
What is a gift tracker in the registry?
All Gift Givers will be listed there
The customer made her purchase in store and is asking for an adjustment for the sale price.
What is a Store Contact Form
The customer received an incorrect item and has already return it with a preference return MRL.
What is file a wrong item claim in CX Hub and notate even though the return process was started
Return was confirmed as being delivered back to the fulfillment center but the customer hasn't received credit.
What is process a Virtual return if SLA has passed 7 calendar days or more
Diane is not sure if she enrolled in Give Pink Give more
L900054828992 Diane Wade
What is locate her Loyalty account in MCAT and select enroll. Click the Give Pink Give More Tab to view their enrollment status.
The bride was upset because she had not received her completion code. She looked in her registry and check her email, but The wedding is 8 months away and she wants to use it online..
What is the main banner on the registry page?
Andrea bought Jimmy Choo shoes in-store. She wore them in the rain and the fabric of the shoe started coming apart at the soles. The store declined her return because the shoes were worn and damaged.
What is the return policy? Bloomingdale's reserves the right to accept or to reject a return and the shoes re not returnable after being worn.
Bruce reported not receiving his order but the tracking shows the order is in transit and has not passed the 11 day in-transit period. Should a clam be filed
What is advising the customer of the estimated delivery date and providing instructions to file a Non-Received claim if the order is not delivered after the transit timeframe and offer follow up if needed
Customer returned multiple items but only received credit for one of them.
What is process vr if under $400 and VR form if over $400
Brad is calling in to make a purchase and wants to utilize a Triple point day
What is schedule triple point day and educate Brad that he will be able to schedule for next day to shop online. Or Brad can shop In-store on the same day the Triple Points are scheduled.
The customer would like to apply their Registry Perks Benefit for 20% off to their Online order but you dont see the items discount in the hub
What is an in store only Perk benefit?
Julia reported that her In-store order was not delivered. You searched in CX Hub but could not find an order. What kind of order does she have, where can the order be found, and how do you verify if it was shipped.
What is Store Send? The order can be searched in TH and the STC name and address will be found on the receipt. Located the order in Myship using the exact address form the receipt to find the tracking number associated with the order.
The customer First claim was declined. A second review was submitted and was also declined.
What is educate the customer that the decline of the second review is the Final Decision
Customer returned merchandise that does not belong to Bloomingdale's by mistake.
What is advising the customer that misplaced return items will be sent back if found, and no accommodation is provided for customer error?
Note: if the WH has not notated anything regarding the returns, we have not received any additional items with the return. No additional action will be taken.
Sam placed his $300 order during the Loyalty event to receive $25 for every $100 spent. He used a $100 loyalty reward and paid the rest on his credit card. Why did he earn $50 in rewards instead of $75?
What is educate the customer that he can only receive $50 in rewards for the $200 he charged on his credit card. The $100 Loyalty reward was earned on a previous order and does not generate any new loyalty points or rewards when used as a payment method.
Ava wants to place an order using her completion code but her event is not for another 3 Months. She really wants the discount to be applied today.
What is educating the customer that the completion code cannot be used until after their event date and can be found on the main banner of their registry page
Tony was provided with a UPS row label to return his store purchase. We tracked the return and it was received over11 days ago and the customer has not been refunded
What is a VR Form?
Chandra called in saying her dress was torn and she returned her 3rd party order. You notice that a Damaged claim was never filed and there are no rejection notes from the seller
What is File a defective Claim for a Credit even though the customer has already returned the item.
Customer returned Marketplace merchandise to the fulfillment center by mistake
What is, Advise the customer that the fulfillment center will send those items to the Marketplace vendor so the return can be processed. If you do not see a tracking number noted by the fulfillment center and it has been more than 7 business days since it was delivered, you can reach out via email (customerescalation_cg@MacysInc.onmicrosoft.com)
OUR TOLU customer Dianne items came up to $3,125.50 she used a Triple point day and paid with her Prop Acct and she is calling to verify how many points she will earn
What is 93,765 points and $450 in rewards
The brides mother is on the line reporting they received an Espresso maker but the item is still showing up in the registry on b.com. She wants it marked off of the registry list as purchased. The mother is not an authorized user in her registry but she is the gift giver.
What is utilizing GIFT to mark items as purchased when they were bought at another retailer or when the registry was not scanned at the time of purchase
Julie returned an item in the store that was reshipped to her but her receipt shows a refund for $0.00
What is a Claimless return or VR form if over $400