Processes
What is the maximum dollar amount a agent can refund?
1000
What kb do i go to for a order that was marked delivered but the customer did not receive?
Lost After Delivery (LAD)
838485510
Alley is chatting in on her order that was just delivered. She claims that her glass jar of pickles is broken in the bag. The pickles juice got all over her other items ruining them. She has a positive return history and no linking accounts.
Refund the pickles and any other item in the same bag that might be damaged. The broken glass overrides the need to have the items returned. We do not want the customer digging into the bag and cutting them self's.
How many hours do we get for Reliability? How many days dose it take for reliability to fall off after being used?
Agent receive 42 hours of reliability and it takes 90 days to fall off after the time is used.
What is requirements for a item to be LIT.
For an item to be considered LIT, there must be at least 48 hrs. of no movement/updates on the tracking number.
The customer is claiming that their can goods are dented and leaking. What kb do i go to?
Damaged Items (ART)
336420526
Stacie is chatting in, stating that her son's birthday present—a PS5—was not delivered today. She is furious, claiming that we ruined his birthday and is demanding a refund. After checking the account, we can see that the item was delivered, there is a valid POD, and she has a history of claiming LAD in the past. What is the most likely course of action?
How many hours do i get of discretionary hours. What happen if i exceed that time?
Agents receive 40 hours of DH, and those hours fall off 90 days after being used. If an agent exceeds the 40 hours, any hours over 40 will be converted to reliability.
For low-dollar items and legitimate claims, we can process the refund with no return required.
We can issue a refund with no return if the customer has a positive account history and no Returns Abuse (RA) present.
The customer is chatting in using only Spanish. I do not know any Spanish. What kb would i use?
Spanish or Other Language Requests (ART)
369860070
Bob has sent us an email stating that his account was double billed. After checking the account, we can see there are no signs of RA. What is the best course of action?
Escalate to Billing/Payment Offline and notify the customer that we have escalated their concern to the appreciate team and the should receive a response in 48 hours.
What is the procedure for reporting a absences.
An absence should be reported via NICE or by calling the Walmart Call-In line at 1-866-455-4370. Follow the instructions and leave a clear voicemail. The absence should be reported prior to your shift start.
What is the resolution(s) that is used on accertify when closing a account when the customer is requesting a refund.
First claim: Refund Denied
Second claim: Deny (Returns/Refunds Abuse) or
Deny (Returns/Refunds Abuse - Reseller)
Threats of Violence (ART)
302370451
Roger has sent us a email stating that 3 out of 4 of his tires were delivered. There is no signs of RA but the option to refund is not available. What the best course of action?
Escalate to ART ACE skill (Account_Review_ACE_Email )
When can i use personal time?
Personal time can be used for things that take 5 minutes or less. Some examples include using the restroom, answering the door, or rolling up your car windows because it's raining.
What is required for a POD photo to be valid?
The customer has chatted lost order, they are very angry and claiming we ruined Christmas. Looking into the incidents we can see the have chatted in 10 times today and each time been denied a refund. What kb would i use next?
Final Word - CRT/ART Only
338141868
Miranda claims that her grocery order is missing several high dollar meat products. Upon review you noticed that 7 out the 10 order she place in the last 6 months are missing partial to all of meat products (claimed lad). She has spent a lot of money with us. What the most likely course of action?
I want to speak to HR about a issue i have. What is my process?
You should follow the Open Door process by first speaking with your immediate supervisor about your issue. If the concern is not resolved, you may escalate it to the next level of management or contact HR directly. You can also submit your concern through the official Open Door channels, such as the Open Door portal or hotline.