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In NetSuite, an order shows Pending Billing. Has it shipped?
Yes. Pending Billing means the order has shipped.
What is the standard return period for most products?
30 days from when the customer received the order.
A customer says a part they purchased has failed and wants to return it. Should this normally be handled as a Return or Warranty?
Warranty claim. Failed parts cannot be handled as standard returns.
A customer says, “The part I received is wrong.” What is the key question you need answered before deciding which SOP to follow?
Did the customer order the wrong part, or did we send/sell them the wrong part? If they ordered incorrectly, it's a Standard Return; if we sent/sold the wrong part or it doesn't fit, follow the Wrong Part process.
What four basic pieces of appliance information should you get at the beginning of troubleshooting?
Fuel type, make, model, and serial number.
A Pending Fulfillment order is being fulfilled from our warehouse. How long should it normally take to be processed, packaged, and shipped?
Approximately 1–2 business days.
Under the standard return policy, what restocking fee is deducted from the original purchase price?
10%. Original shipping is also not refunded and the customer pays return shipping.
When does a product's warranty period begin: purchase date, installation date, ship date, or delivery date?
Delivery date — the day the customer receives the part.
During Address Verification, should you read the address on the order to the customer and ask them to confirm it?
No. Have the customer provide the address to you.
You're finished with all emails assigned to you. Where do you go next in Reamaze, and in what order do you work them?
Go to Awaiting and work the unassigned emails from top to bottom.
A customer wants to cancel an order that is being fulfilled from our warehouse. The ShipHero tabs are visible. Who do you contact to see if it can still be cancelled?
The Shipping Department. Visible ShipHero tabs mean it has already been sent to the warehouse.
A customer wants to return a circuit board. The tamper-evident packaging has been opened. Is it returnable?
No. A part sold in tamper-evident packaging, once that packaging has been opened, becomes..... non-returnable!
A customer reports shipping damage. Name four types of pictures we normally need.
Any four of: top and bottom of box; all four corners; packaging material; damaged part(s); close-ups clearly showing the damage if needed.
A customer says their RTS wasn't their fault. What should you do?
Escalate it to a manager.
During address verification, a customer gives you a physical address and PO Box in different ZIP codes. How should the USPS information be communicated internally?
List the physical address normally, then add a note stating that if shipping USPS, ship to the PO Box and its ZIP code.
A customer wants to cancel a drop-ship order that is still Pending Fulfillment. What must you do before promising that it can be cancelled?
Contact the vendor and confirm the PO has not shipped and can be cancelled.
An RMA has been in Pending Refund for 6 business days. What should you do?
Advise the cs the refund is in process and that the refund process takes approx. 5-7 business days to complete and for the refund to show up on their end. Add notes to the order
A customer says an item is missing from their order. Before beginning a Warehouse Check, what should you verify about the shipment?
Check whether the order had multiple tracking numbers and whether the supposedly missing part was shipped separately.
Tracking says a customer's package was delivered, but the customer says they don't have it. Before filing the claim, name two things you should have them check.
Check with others at the home/business and neighbors, and check with the delivery driver/carrier for help locating it.
You're trying to determine whether someone is an Energy Parts Plus dealer. Their previous order numbers begin or end with “E”. What does that tell you?
They are an EPP customer.
A customer orders two in-stock parts and one Special Order part with a 2–3 week processing time. What processing time should you quote for the entire order?
2–3 weeks, because orders ship complete and you use the longest lead time on the order.
A customer refused delivery of their order and it is being returned as RTS. Assuming it is a normal Customer Refused RTS, what restocking fee applies?
20%
A UPS/FedEx package appears lost. How long must it have been since the carrier's last scan before proceeding with a shipping loss claim?
More than 3 business days. For USPS, the threshold is 15 calendar days or more from the ship date.
A customer paid for 2nd Day Air, but the package arrived late. Can you submit a late-delivery claim to recover the shipping charge? What can you offer instead?
No. UPS/FedEx only guarantee Next Day service under this SOP. Offer a 5% discount code for a future order.
A customer says their stove's “fan” isn't working. Why isn't that enough information to begin troubleshooting, and what should you ask?
You need to clarify which fan they mean—for example, whether they're referring to the convection blower or combustion blower.