AS-IS
No AS-IS refund amount can be offered or processed without these?
Pictures showing the problem.
Our truck is on site and the customer refuses their delivery stating they want a refund instead of delivery. How many IN lines do we need for each item being returned.
Just one. IKEA Direct Returns to Store is the workflow.
Its a Missing Isell case. Where do we confirm payment?
ACI Red.
We just issued a $50 CSC ACC. What Queue Unit and Queue do we assign things to.
159, Authorizations.
Gross! Bugs are streaming out of a flatpack we sent to a customer. What type of case do we use to resolve?
CASY
To get pics for an AS-IS case, we send the customer one of these in SAMS.
What is a fulfillment email requesting pics. We click File >> Create Fulfillment to get to the proper email template requesting pics.
After a customer has paid for their order how many more items can they add to the same order?
Zero.
The correct item is on the order but the customer received something else. What type of an error is this?
a Picking Error.
What Queue Unit and Queue do we use for a Price Adjustment
IKEA Direct 159, and Authorizations
We cannot send a Spare Part for these types of items.
Children's items.
True or False. When we issue an AS-IS discount this voids any warranty an item may be protected under.
False. The warranty remains intact.
How much do we charge to pickup up items that require a truck when a customer has changed their mind?
The cost is equal to their original delivery fee.
The customer has confirmed their order number. What else do we need to confirm their ID?
Either email address or phone number per CCPA. Not both as that would be over-verifying.
We need to deliver missing goods to a customer. What Queue Unit and Queue do we use.
IKEA Direct 159 and Repick & Reship
A $49 item delivered by FedEx is damaged. The customer no longer wants the item. How do we resolve?
It is below the $50 threshold for FedEx. Have the customer dispose of the item and refund them.
All sales are what when a customer buys something from our in-store AS-IS section.
Final.
How many case types involve a Case Handler?
1. Missing Isell.
What Workflow and Action Unit via "F7" do we use to send out missing merch for 159 orders.
ISOM eComm Goods Out and IKEA Direct 159
Spare Parts go to this Queue Unit and Queue
What are: 1. the nearest store to the customer and 2. Workflow
The TSP backed into a customer's mailbox and crushed it. Who is responsible for the damage and what type of case is required?
The TSP is responsible. The case is an "information only" case that we close after creation.
We cannot offer an AS-IS discount if an item has this type of damage?
Structural.
A customer wants us to pick up three items they no longer want. They have already paid the pickup fee. How many lines do we need in the IN section to make this happen.
6. Each item needs two lines. 1 for the pickup 1 for the return to the nearest store.
Its a Missing iSell case and the customer wants a reshipment. Do we assign a case handler? If so, who is it?
Yes. Beth Marzi.
The Queue Unit and Queue a CASY case would be assigned to.
The store nearest to the customer by zip code and Corporate Relations
What are the hours Cash Office is available to assist customers?
Mo-Fr 830 to 4pm Eastern.