Activities #1
KA$H #1
Activities #2
KASH #2
Potpourri
100
Rebill letter received, customer claims non-receipt for a drop ship item.
What is Rebill Activity (Be sure the activity has not already been done)
100
$75
What is the maximum amount of spendable KA$H allowed in 1 transaction
100
Customer received not only the replacement item but also the original item not received and wants to keep both.
What is Rebill Activity (Be sure to include the last 4 digits of the CC the customer wants charged)
100
Customer wants to exchange her DG2 jeans. Replacement is on waitlist and the price has gone up. You want to issue KA$H to match original purchase price.
What is What is Issue KA$H using Other (Pricing/graphics,S&H errors) category to match the original price.
100
Customer called because her treadmill she purchased 2 months ago is missing one of the workout discs.
What is No Drop Ship Part Activity should be done as it is beyond the 30 day window to request the part.
200
Rebill letter received, customer claims non-receipt traditionally fulfilled item shipped via UPS.
What is UPS Claims Dispute Activity (Be sure the activity has not already been done)
200
Customer insists on being compensated for a bad experience or rude representative
What is Apology KA$H for $5.00
200
Customer received their Wolfgang Puck pressure cooker and there is no manual.
What is No Activity, provide partner telephone number for assistance with getting the product manual.
200
#355799 Order Cancelled due to oversell, honored original price
What is incorrect documentation. All comments should start with Item number. Example 355799 Order cancelled due to oversell, honored original price.
200
What must be done before doing an activity for a drop ship part or call tag request for a damaged or defective drop ship item.
What is Check the vendor information in CCST to confirm the vendor's policy and procedure.
300
Customer calls regarding missing tote that was to come with her huggable hangars.
What is Joy Mangano Parts Activity (Be sure the activity has not already been done)
300
Customer has coupon that is not working. It is a valid coupon and item and customer meet all restrictions.
What is issue KA$H for the coupon using the category Coupon Issue
300
Customer received their laptop and it is not what they wanted and they want to return for a refund.
What is No activity, provide return instructions and return address..
300
Non-Liability KA$H expires after how many days
What is 60 Days
300
A customer calls because they got injured using one of our products but did NOT require emergency treatment. What activity should be done?
What is Product concern. (If they required emergancy treatment you would do an Injury, property damage, fire or illness concern.)
400
Customer claims they received their cell phone and the charger was missing from the box.
What is Drop Ship Parts Activity (Be sure the activity has not already been done)
400
Customer received David’s Cookies and half the cookies are broken and wants partial credit in Spendable KA$H.
What is Partial refund select KA$H when prompted.
400
Rebill letter received, customer claims non-receipt traditionally fulfilled item shipped via SurePost.
What is SurePost Dispute Refund Activity. (Be sure the activity has not already been done)
400
Customer receives item that is damaged but still usable and would like KA$H to keep the item as is
What is Using Refund/Exchange menu action select partial refund and select KA$H when prompted.
400
Customer calls because she is unable to place an order. Upon research you see that the address is flagged for a Past Due Flexpay on another account.
What is Bad Address Research Activity. ( There are notes in CCST for how to explain the situation to your customer,whether a New Customer or current customer)
500
Customer has received a defective drop ship item and wants a refund/exchange and needs a pre-paid return label.
What is Drop Ship Call tag request (Be sure the activity has not already been done)
500
Customer states on air shows Free S&H however when placing the order she is charged S&H and wants refund in KA$H.
What is Issue KA$H using Other (Pricing/graphics,S&H errors) category to cover the S&H
500
Customer received their item but is missing the rebate form.
What is No Activity. Direct customer to HSN.COM, search rebate and they can print the forms from there.
500
Customer recieved her replacement Iman top and it is defective and wants a replacement. The price has increased and you want to reorder at original price.
What is Issue KA$H using Other (Pricing/graphics,S&H errors) category to match the original price.
500
What is your number one job here at HSN.
What is Create Customer Loyalty
M
e
n
u