Order and Return
Which courier service does Ford use to ship customer return orders?
FedEx
If a customer wants to cancel an order within the 1-hour timeframe, what OMS order status should show?
Completed
Picked Up
Created
Created
Why would a customer want to return an item? Select all the correct answers to get the point.
Doesn't want it anymore
Did not arrive
Damaged upon receipt
Did not receive the correct item
Doesn't want it anymore,
Damaged upon receipt, and
Did not receive the correct item.
Which resource helps you find steps to complete tasks in the Order Management System?
Knowledge Base or AAF
A customer wants to return an item, but you’re concerned about the number of returns they’ve made. What steps should you take?
Select all the correct answers to get the point.
Discuss your concern with the customer.
Speak to a supervisor or a team leader.
Follow your usual escalation process.
Deny the customer's return request.
Speak to a supervisor or a team leader and follow your usual escalation process.
For orders shipped to home, which tab in OMS can you use to find the shipping destination?
Shipments
Who is responsible for the shipping cost, which is non-refundable unless the return is due to a Ford-related error?
Customer
If a customer wants to initiate a return process with Ford, what options are available to start the return process? Select all the correct answers to get the point.
Call 844-589-0060
Snail Mail Request
Chat support on the Website
Return the package to the courier
Chat support on the Website
Call 844-589-0060
How can you tell if an order was for a Ford accessory or a part?
Order IDs differentiate them:
FPE - Parts website
FAE - Accessories website
What are the two documents we must send to the customer after creating a return order?
Return Packing slip and Shipping label
According to Ford's policy, how many days does a customer have to return an item for a refund once it has been shipped?
30 Days
What's the best information to use when searching a return history?
Select all the correct answers to get the point.
Email
Order ID number
Phone number
Address
Email and Phone number
How long does it take for a refund to be processed?
Up to 48 hours
When doing an Order Search for your customer, what other information can you use besides the order ID to search for their order? Select all the correct answers to get the point.
Phone Number
Last 4 of SSN
Order Number
Part Number
Email
Phone Number, Order Number, and email
Ford uses _________ as a goodwill gesture for order concerns caused by the system or Ford's process.
Vouchers.
This is entered in the Promo code field when the customer checks out an online order.
What does RMA stand for?
Return Merchandise Authorization
This also indicates a return order ID (e.g., RMA12345).
Which of the following items cannot be returned to Ford once purchased?
Select all the correct answers to get the point.
Bedcaps
Floor mats
Electronics
Pet Hammock
Bedcaps and Electronics
This OMS tab gives you a detailed summary of the order details. Furthermore, this section allows you to customize the order according to the customer's requests and OMS's limitations.
Order Lines Custom
After initiating a return for an eligible Ford accessory, how long does a customer have to send the item back?
7 calendar days
What can the customers use to get a discount on their online orders? Provide 2 answers to get the point.
Discount Code or Vouchers and
FordPass Rewards points.