Wrappers
Cardi B calls in with a cracked mirror, we get her refunded and she needs some help shopping for a new one because this one is now out of stock, we get her transferred to this team, and this is how we wrap.
What is Sales team, transfer to sales.
This is the ticket we enter if we notice our phone going into call overlap or going ready to not ready very quickly.
What is a tech ticket?
Ginny emails in: "My rug arrived today and as I was opening it up I noticed a small tear on the corner, I think I can hide it but I just wanted to let you all know" This is the wizard and resolution we respond with.
What is RAP; DTK.
What is a survey sent to customers via email after a service contact.
What is a CSAT survey?
Drake calls in and he tells us that his new mattress is making his back hurt and he's been trying to stick it out but it's been over a month, we transfer his to this team and this is how we wrap.
What is Senior Asst, we wrap as a transfer to Senior team
This is the ticket we enter when a customer calls in asking about their package and it was supposed to ship out a few days ago.
What is a supplier ticket?
Hedwig emailed in: My bird cage I ordered was marked delivered this morning but I've looked everywhere and I can't find it. This is the wizard we run and our resolution.
What is WIMS; All set(following LIT compliance we need to ask to wait 6 full days before we can reorder/refund)
This is where we can lead customers to request replacements or set up a return.
What is My Account?
Ye calls in and say his brand new oriental rug he ordered off of our sister site, Perigold for $90,000, and its ugly, we send him to this team and this is how we wrap.
What is Perigold team, we wrap as a transfer to Perigold.
This is a ticket we enter when a customer is calling in regarding the status of their replacement part.
What is a replacement part status ticket?
Ron emails in: "I bought this sideboard for my mum but she absolutely hates it, she can be hard to please. Can you please help me get it back to you" This is wizard we use.
What is Return Wizard.
If we wanted to know more about Affirm, Acima, Fortiva, Genesis, Citizens, Katapult, and Progressive we would look up this Infohub.
What is Wayfair Financing?
Meg calls in and her new dresser is missing some pieces, the wizard is telling us to warm transfer to the supplier but Meg just wants to talk to us at Wayfair because she knows how amazing our customer service is, we transfer her to this team an this is how we wrap.
What is CARE, wrap as a transfer to CARE
This is the ticket we enter when a customer has to order a replacement for the 3rd time or more due to repeated damage.
What is a Multiple Damage ticket?
Harry emails in:" Hi, I just received the duvet cover that I ordered but I ordered grey and received a white one, I really don't think this will go with my décor. Can I get the grey one I ordered?" This is the wizard we run.
What is RAP; replacement unit.
This is where we can go if a customer asks for our policies in writing.
What is the help center? Located at the bottom of Wayfair.com