processing
Which emails do the opener print first?
printing emails starting at 7:01 am
What is an oversold?
When an item is no longer available to the customer. Not in stock, in air etc...
How many hours does a customer have for us to hold their order and from what time?
24 hours from the time order was purchased through paid in Ipos
What happens when a customer or proxy arrives to pick up their order? What do we check for?
When a customer or Proxy* arrives for Click & Collect pick up they must present a copy of their order confirmation (digital or physical) along with a government valid photo ID.
Verify that the name on the Order Confirmation matches the name on the government photo ID
What is our processing time goal?
one hour or less
What is the first thing you do when you have been informed that either one item or the whole order has an oversold?
contact the customer
Name two places where orders are cancelled?
CPS (MHS)
ISell
What happens after the customer or proxy signs the paper work?
After the customer or proxy signs the paper work, scan the Pick ID Summary with the RDT and register the order as handed out by clicking “handover”. IMPORTANT: Never click “Handover” until the physical handover to the customer has occurred. Clicking “Handover” will eliminate the ability to easily track and trace in the event that an order cannot be found.
What is the second step after processing emails? What are we looking for?
Open Isell- deviate the order, check item stock and Ikea Family number
What is one way to prevent in oversold?
Check the stock during the deviation process
When cancelling an order in CPS (MHS) what paperwork should be placed on the no-merch form?
NO-Merch
Cancelled MHS handout paper
Return to stock handout taken and signed from prep and flow co-worker
What do you do with the customer package after handing over their order?
Once the order has been registered in the RDT as handed out you will now send the customer their ‘Order Pick Up Confirmation’ through the CnC paperwork by: Opening up a blank browser in Internet Explorer and place cursor on address field. Scan QR Code from CnC paperwork labelled “Send Pick Up Mail” and hit enter on Keyboard
What is the third step in processing emails and what are we looking for?
Run the order through paid in IPOS. You will check for IKEA Family, totals match between package and screen. Pay for order with original click and collect order number.
What do you do when you have a same day oversold and the customer wants to cancel the whole order even items that are in stock?
call a leader to void the receipt, cancel order in MHS and iSell.
Place package in ACI refund bin
Where does the product go after cancelling an order in MHS?
Prep and flow
How long must we retain a customer order?
1 year
The customer cancelled the order, before being ran through the register, what do you do?
Call a leader for a receipt void and cancel in Isell. NO SAMS RETURN ID (REID) NEEDED but case has to be made.
How do you process in oversold step by step
open SAMS
click on the counter with two people
input receipt information
click tab with article return the reason code will be sales process- oversold
in the comment section type cnc oversold
payment method stays on staff charge
run through IPOS
place stickers on oversold paper and a line through the barcode
place behind wall of Returns in gray bin on wall
create SAMS case
place return receipt and case number on package and place in bin
I accidently handed out the order while returning the merchandise, what do I do?
Return the items through returns and place stickers on the to be returned through Product Quality.
But don't make this a habit!
How do we store the finished paper work?
Store CnC paperwork fill out cover sheet sort paperwork by pick up date and store in box neatly rubber banded.