Orders
How many days do guests have to return an item?
30 days from delivery
Where can you see the actual promo code used on an order?
Under Orders - Details
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 because their order was cancelled?
No they need to reach out to the employee that gave them the code
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 do you move a case to After Sales?
Click on "Convert Case" in top RH corner
What program is our fraud prevention and payment capture?
Adyen
What do we select in ReverseLogix when we create a shipping label for a lost package?
None
What product line is specifically made for trail running?
Norvan
If an order is in "new" status and the guest hasn't received a confirmation email in the first day, what could be happening?
Order is in manual review
What information do you need to include to request a FOC order?
FOC Order - magento order #, item, colour, size, model number, quantity, guest name & address, reason for FOC
When would you use a cold transfer in Five9?
Only when transferring to a queue (i.e. French)
Or when you have Teams'ed the Rep in advance.
At what dollar amount of a lost package do we trigger a UPS investigation if there are no sus indicators?
Over 1000 dollars
What shoe is designed for rest between climbs and belaying?
Kragg
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
If you see a fraud score of over 100 in Magento, what would the status of the order be?
Cancelled
Yes
What authentication pieces of information do we need to discuss a payment/refund with a guest? How many low, medium, high.
2 High and 1 Low or 1 Medium
Name 6 forms of payment a guest can use
Visa, AMEX, MC, gift cards, paypal, Apple pay, Google Pay, Klarna
Name 3 places where you can leave notes in CS Salesforce?
The call, the order, the case, the profile (updates)
What is the name of the system that does the warehouse/store allocation inventory check and posts the goods?
SAP S/4 Hana
What do you write in the notes in ReverseLogix for a lost package?
Lost package, do not credit
What is the name of the new GORE-TEX membrane and why is it better?
ePE, no PFC's, lighter and thinner so has a lower carbon footprint