TouchPoint
What is TouchPoint?
logging and answering calls
Where are your active cases held?
CRM
What is Secondary?
Secondary is utilized for online orders.
What is Borderfree?
Our International Order System
What is a UPS return label?
Label used to return items back to David's Bridal.
How do you change your extension in Touchpoint?
Click the flower design on the tab. Click the wrench and screwdriver. Click "Change your extension." Type in Extension. Click change. Click Close.
How do you create a new case?
Click the button "+ New" in the upper left hand corner.
How can you search for a customer in Secondary?
Utilizing Last Name and Partial first name, Email, Phone Number, OR Order Number.
What tab is the order contents under?
Order Details
When do you create a UPS label?
During a CSI (Wrong item, Dirty, Damaged, Incomplete, shipping cost was to expensive. etc...)
How to log out of Queues?
Click the flower and on the right click "Log out of Queues"
How can you search for a case?
Order Number, Name, Phone Number, AND/OR Email.
How do you know where the item goes for a return? (ex:DC, Bristol, Vendor)
Item Supplier
What tab can you re-send an email to the customer under?
E-mails
When you change the to/from address what is the most important thing to remember?
Click "Do not Save." Additionally, always check the to/from address when creating and ending the label.
How to transfer a phone call?
Click the magnifying glass, type in the name /extension. Hover over the agents name, tap "transfer."
How can you see if a customer is in our system?
Type the customers phone number in the search bar of the case.
What does "Pending Order" mean for non-international orders.
The order did not go through
What tab can you find the tracking number under?
Packages
What is the one thing you have to verify to ensure the label is received?
How to select the Queue you want to log in?
Click the flower design on the tab. Click the maintenance (looks like a sun) button. Select Queue.
Where is the order entry form located?
Under "Automation Forms" in your case.
Do you refund shipping when creating an RMA? How is an RMA created?
Only if the item is damaged. And by clicking "create RMA."
What is the International shipping time frame?
It varies based on the country. Average delivery time is up to 16 Business Days.
When you are completed with the label, where does the tracking number go?
In the case