Major Appliance
This article provides the steps to assist a customer with Major Appliance return
What is Article Number 16857
Major Appliance Returns and Refunds
This article provides a step-by-step guide on how to place a general merchandise order
What is article 16817
Place General Merchandise (GM) Order
This article provides you with the steps to resolve an issue where the customer never received their BODFS delivery that was conducted by a Car or Van
What is article 18987
BODFS Car and Van Delivery: Wrong/missing/Never Delivered
This article provides you with a script you to use when the systems are down and you are instructed to "down script" with customers
What is article 16588
Ghost Calls and System Down Scripts
This Kb provides guidance on how to reschedule appliance deliveries in HOME
What is Article Number 17200
Reschedule Delivery in HOME
This article has common pre and post order errors that you may run into when placing an order in home or when a customer has placed an order online
What is article 16834
Resolve Pre and Post Order Errors
This Kb provides guidance on how to check the status of a Bodfs or LBD delivery and what to do if the delivery is late
What is article 17430
BODFS and LBD Order Status
This extremely helpful article provides a list of frequently asked questions regarding BODFS orders and issues, even providing links to numerous other KBs on how to handle these issues
What is article 16954
BODFS FAQs
This KB provides you with a step-by-step guide on what to do if a customer's appliance order has been pending cancellation for more than 3 business days
What is Article 18057
Pending Cancellation on Major Appliance Order
This KB article provides a DO and DO NOT list for using Fulfillment Failure returns to resolve a customer issue
What is Article 18591
Fulfillment Failure
This article Provides a guide on how to aid a customer who would like to pick up their Bodfs order from the store instead of having it delivered
What is KB 16858
Change Buy Online Deliver from Store (BODFS) Order to Buy-Online Pickup in Store (BOPIS)
This article provides information on when a DET ticket can resolve customer’s issue, how to submit a ticket, and next steps.
What is Article Number 16781
Submit a DET Ticket
This KB provides step by step instruction on how to add Haul away to an appliance order that has already been placed.
What is Article Number 16577
Adding parts and services to Major Appliance Orders.
This article provides steps to assist a customer when a replacement part for a general merchandise item is needed
What is 16749 Replacement parts for general Merchandise
This article provides a step by step "User Guide" on how to assist a customer with a BODFS issue. Breaking the issues up into types with all the related KB issues linked within the article
What is 18478
BODFS User Guide
This article provides information on how to reschedule all kinds of deliveries including both bodfs and major appliance deliveries.
What is 17220 Reschedule deliveries