Screen Share Act Out
From: MileyCyrus@hotmail.com
Hello, Can you please assist me with issuing return for 359PL0 on my order 1599256631. I picked this up but changed my mind and no longer need.
*Share your screen in the next steps of how you would assist the customer *
Answer: SF Case Queue: CSC GUS GCS FED SUPPORT to assist.
Using The PowerPoint Example 1, did the agent correctly assist the customer? What steps did you take to get your answer?
Answer: A FOC should have been issued instead of a credit and new order.
Steps: Damaged - Grainger or Carrier - Replacement Wanted - Create Free of Charge Order Reason Code: VPD Visible Carrier Damage
When issuing a standard return, does anything go into backorder notes?
If yes, what is it?
Answer: Yes, Notate method of return
Ex: Return label created, LTL form submitted, Customer will return, etc.
From: Jen.Dabson@amazon.com
Hello,
I need to return 1594674614 and a replacement sent for this item 5B611. This arrived damaged. There is a HUGE dent in the middle and a piece broken off on the top. Box looked fine, it was just broken when I opened it.
*Share your screen in the next steps of how you would assist the customer *
Answer: Send 1st Attempt LTL Dispose template to confirm if customer can dispose of item
Customer replies: YES they can dispose and still needs item
Create Standard Credit for item-Reason Code: CD1 Concealed Damage, Advise no need to return damaged items, Create New Order.
Using The PowerPoint Example 2, was there anything missing from the order?
Answer:
Yes- Attention line was missing. This was provided in the email text.
from: justinbieber@gmail.com
Hello,
I never received items 56JK84 and 56JK85 from my order 1596214449. We are needing these ASAP!
What would you do for Justin and what Path did you use?
Answer: Issue a FOC Reason Code L01 Carrier Lost - File Claim
Path: Lost/ Missing Order, Item, or Part - ZS item- Carrier Error - No Movement - More than one Tracking Activity and past current CEDD by 3 days or more - Replacement Wanted Over $100 - Shipping Terms All Other
From: Angryguy123@yahoo.com
Hello,
My order 1599611458 was placed under wrong account. This should be under 888726941.
*Share your screen in next steps without saving and What Steps did you do?*
Answer: Create Debit without Reference on correct account using lowest price and freight Reason Code: IA2 Wrong Account - Create Standard Credit for original Order Reason Code: IA2 Wrong Account Including freight if needed.
Tax, Freight, & Billing Issues - Wrong Account Used
Using The PowerPoint Example 3, did the team member complete this request correctly? What steps did you take?
Answer: Agent should have advised to short pay instead of issuing tax credit.
Steps: Tax, Freight, & Billing - Tax Error - Post Order - Customer/Seller - Business Account - Reseller - All Other States - Invoiced - Tax Exempt - Tax Total Under $100 - Instruct customer to short pay invoice
From: WalmartService@walmart.com
Hello, I got my order 1597254059 that was damaged. The box looked normal on the outside but when we turned on the motor, it only ran for 20 minutes than turned off and wont turn back on. Please send me a replacement for my damaged item!
What would you do for the customer and what steps did you take?
Answer: Create FOC Reason Code: WDF Customer Scrap
Steps: Defective - ZS/ZST Item - No Repair Parts - Invoiced within 30 days - Replacement Wanted - Under $100 - Create FOC Advise no need to return defective items
Using The PowerPoint Example 4, did the team member complete this request correctly? What steps did you take?
Answer: Advise item is non-returnable
Steps: New/ Used Item Not Needed - Sourcing - Item Received and Check Notes in original quote. Advise item is non-returnable.
(Customer insists on attempting to return: Continue to step 3 Queue to Sourcing)
True or False:
Repair Parts for Damaged/ Defective items can be sourced.
Answer: False
In Returns and Post Order Support Guide, this states Repair Parts Available as stock or 3rd party items - Repair parts cannot be sourced.