T2 Teams
A member is calling in to cancel their order for a winter blanket. The agent cannot cancel in OMS nor is the vendor a CHUB Vendor. Which T2 team would handle this situation?
What is T2 Cancels
A member is calling in regarding the status of her credit for her returned order. Which reason code would best fit this scenario?
What is - What is the status of my credit?(39)
Which oracle tab does a resolutions agent use when communicating with a vendor?
A member calls asking where's my refund? They have returned the item via UPS label six days ago, and the item is in audit. What form would we use to credit the member?
What is MTC Form
If I am getting a duplicate email error message in oracle, which tab would I use to edit the members email information?
What is Contact Details
A member calls in because they bought a dept 38 dresser and it is missing its handle bars. Which T2 team would handle this issue?
What is T2 Furniture (dept. 38)
A member calls in because they want to return a pair of pants because they did not get the correct size. What reason code best fits this scenario?
What is I received order no longer want or need (77)
Which oracle tab can an Ecom agent use to find links to walkthrough on some of our most common procedures?
What is Guided Assist Tab
Your Member is having issues on the website, they are using a screen reader and it is not working correctly. Which form will you fill out?
What is Accessibility Form
What format is the date in a Service Request number?
What is: Year/Month/Day
A member calls with questions about their Amarr garage door installation. Which team will handle the member’s questions?
What is T2 SOK
A Member calls in inquiring about property damage that was done too her home while her order was being delivered by the agency. What reason code best fits this scenario?
What is I want to file a property damage claim/incident report (69)
Which oracle tab can an Ecom Agent edit the members contact information stored in oracle?
What is Contact Tab
A member asks for compensation of $700 which form would you use to submit this?
What is Customer Service Satisfaction
What must you always do before chatting with an internal team?
What is Save Service Request
A member calls in because they are having trouble rescheduling their Costco Logistics order. After 5 minutes of being on hold with CL, which T2 team would this issue go to?
What is T2 Costco Logistics (CL)
A member calls in and says she wants to cancel her order that she never received, and it is way out of the timeframe. What reason code best fits this scenario?
What is I need to cancel my order? (56)
Which Oracle tab can be used to create a form to communicate an issue that needs to be resolved?
What is Forms Tab
A member calls in and needs an address change for an item over $2000 but a supervisor could not verify the member? What form would you use to assist the member?
Address Change Approval form
Where would a T1 Agent be able to find recent SR’s that they have previously worked on?
What is Recent Items in Oracle
A member calls in because there flower order is unshipped and outside of the shipping timeframe, Which T2 team would handle this situation?
What is T2 Flowers/Gift Baskets
A member calls in and says that there new mattress was delivered but there old mattress was not hauled away. What reason code would best fit this scenario?
What is I have an issue with haul-away (71)
When you enter an item number on the left hand side of your Service Request what Oracle tab can you find more information on that item?
Item details Tab
A member calls in because they want a hard copy receipt of there archived order. Which form would you fill out?
What is Duplicate Receipt
A member order is cancelled but they threw away the Shop Card used for payment? What form should be used in this scenario?
Customer Service Credit