Do's & Don'ts
can you merge a DIY and a pro account? What KB provides this answer?
No, KB 14673
When adding a receipt to a pro account what three things are needed for an in store purchase?
Receipt #, date, pretax amount KB 14126
What happens when a Pro cancels a STH order placed with Pro Xtra Dollars?
BORIS e-store credit or physical store credit or STH (fulfillment) Return by UPS (Return Label Request)
The perk will automatically generate a perk refund through HOME once the order is cancelled. An e-gift card will be emailed to the customer.
KB 14781
The OTP for pro accounts was created to prevent this crime?
Fraud kb15397
are we able to add a pro customer to the national rebate ? What KB provides this answer?
Associates cannot enter agreement information on an account. Please walk the customer through adding their agreement code KB14665
what are key tags?
Key tags are physical key chain tags that customers can carry with them to track purchases and receive special pricing
KB 14126
PAR is calling in to escalate Paint Tier, how do you verify the rep?
Verify via CRM PROFILE kb 14126
What kind of changes can we make to a managed account?
None KB 15397
What three steps should we try if a pro customer is having trouble adding a card to an account?
1. Try to add with Omnipay, 2. confirm no bank blocks. 3. partner with order verifications KB 14126
How often do pro customers need to renew their tax exempt status?
KB 11641 yearly
What can cause a pro customer preferred pricing to become suspended?
What is a reseller, or rebate request
If a Pro customer is having an issue with the HD APP, what two fixes can we provide?
Uninstall and reinstall the app/update it to version 6.12 and submit an IT ticket through service now KB 11449
Besides a gift card or credit card what new method of payment can we use to pay for a customers order in HOME?
PERK/PRODOLLARS KB 16115
If you encounter an issue updating the phone number or email what tab in PXMP needs to be checked?
User tab KB 14126, If the user has the phone #/email delete the user.
what is the minimum spend the pro customer must reach to get the Gold standard paint reward?
$6,500 KB 14126
What KB should you follow if a customer wants to merge two pro accounts? Bonus how long does the merge process take?
72 hours KB 14673
How can you verify the pro customer phone number if it is attached to a different account?
OTP process by calling the customer on that phone number, KB 15397
Can you update the email and the phone # on a pro account at the same time? Which kb provides the answer?
We will not process changes to both email and phone numbers at the same time. KB 14126
what are the examples of common national rebate programs? What KB lists them?
BOMA, Coupa, MA, NAA, NREIA OMNIA
KB 14665
What KB should you follow if a customer wants to delete a pro accounts?
KB 14657