Installations
The color for Installer to follow & Installer Pickup
Peach & Teal
The amount of days we have to create a MWO without MDO Approval
30 days from day of Delivery
The color for a VIP
Purple
Delivery method where the team delivers and sets up the item
White Glove
The amount of days/Hours it can take for an ROR to generate
72 Hours
The color for Installer pickup
Teal
What state always includes Mattress/Boxspring Haul away no matter the assigned carrier?
California
How long from receiving an escalation do you have to contact a member
1 hour
Team you can email to confirm what transactions were processed for a member
Treasury Card Services
Do we need to verify an Address before updating it in HJ for an ROR?
No
Program where Provider orders are found
Servicebench
When you received manual approval for a sooner date than HJ shows, you must request this
A Forcebook Request
What team so you email to request an RA be updated or a move to credit? (who would you copy)
Returns Management, copy Time M
Are Gold Bars refundable?
No
Where can you find the assigned pickup carrier in OMS?
RA, under Return Tracking or the Items Tab
Job Code for Teal Dishwasher order
22198
Program that does not charge the member before delivery
IVP (Inventory Visibility Program)
The team you email when a shop card credit on top of a refund needs to be issued (Who do you copy)
Ecom OPS, Jeremy P, Steve R
If CTWS claims an item was damaged by install and does not fall within the warranty, what form do we submit?
Post 90 day form
What do you do if the RA status shows as Vendor RA? (What is it and how would you assist with a pickup?
The item’s vendor is in charge of routing a return carrier for the pickup. We would then need to contact the vendor directly (using info under the vendor contact) to confirm the pickup details/schedule the return if needed.
An order for provider to check their work
Inspect and Correct
When an item is damaged we can offer this
STS
Who can issue a credit on an order from scratch (whether there is a refund or a refund without an RA is needed)
Staff Manager
What Dept handles in warehouse purchase escalations? (who do we sort it to)
Membership
When there is an internal replacement RA, is an ROR created/used for the pickup of the damaged piece? If not, how is it handled?
No, An ROR is not used. A MWO for trash removal is created and scheduled instead