Orders
What is the return policy?
Under 30 days
Tags on
No harnesses/safety gear
No underwear
Outlet/ReGEAR final sale
What do you click on to create a new case for a guest?
create a case
In what program can we find the type and description of a promo code used?
Magento
Can we issue new FAF codes if a guest reaches out and one of their items is the wrong size?
No unless it's our fault and we sent the wrong size
Name 2 benefits of down vs synthetic insulation
Down is more compactable, greater warmth to weight ratio, sustainable resource
What stores participate in click + ship?
All brand stores
How to you move a case to After Sales?
Click "Convert Case"
What program is our fraud prevention and payment capture?
Adyen
What is the process for issuing an FOC for a Lost Package? Detail all steps.
- Confirm no sus indicators
- Confirm with guest they would like FOC
- Check inventory available (warehouse only stock - staff login)
- Create RMA - DO NOT REFUND
- Update case desciption for FOC details
- Escalate to FOC queue
How can a guest find the right jacket for their adventures on our website?
Jacket finder
What does the order status "APPROVED" or "COMPLETE" mean
Charged and Shipped
If you see "not logged in" in a guest profile, what does that mean?
They logged in as a guest
What is the name of the system we use to take and make calls?
Five9
When do we start a UPS investigation?
Orders over $1000 or <$1000 with suspicious indicators
Name 2 Lifestyle Collections we currently have?
Veilance and System A
Name 2 reasons an order may be automatically cancelled?
Out of stock, suspected fraud, bulk ordering, shipping and billing address don't match
What is the section called where you can see automatically triggered emails to the guest?
Marketing cloud emails
What is the name of the system that transfers information between programs?
ASBUS
Yes
What is the name of our original jacket?
Alpha SV
Name 4 forms of payment a guest can use
Visa, AMEX, MC, gift cards, paypal, Apple pay, Klarna
Name 3 places where you can leave notes in Salesforce?
The contact, the order, the case,
What is the name of the system that does the allocation inventory check and posts the goods?
SAP S/4 Hana
How can you download and send a shipping label to a guest through ReverseLogix?
Find the RMA number in the global queue, click on Shipping Label, download and attach to email in Salesforce
With GORE-TEX ePE and DWR, we are looking to reduce this chemical?
PFC (Perfluorinated chemical)
Fluorine