CLAIMS
The Customer's Glass vase was broken inside of the package. What type of claim should be filed.
What is a Damaged item claim
Customer returned multiple orders together in the same box.
What is, DO NOT REACH OUT TO CHINA GROVE:If the order cannot be located or is not noted, the items will be returned to the customer on Day 8.
Alex spends over 15,000 annually with us a year with his Prop card
What is a TOL unlocked customer?
Mickey and Minnie Mouse got Married in the Disney castle and all of their friends sent gifts. They want to send thank you cards and want to know who sent them a wedding gift.
What is a gift tracker in the registry?
All Gift Givers will be listed there
The customer made her purchase in store and is asking for an adjustment for the sale price.
What is a Store Contact Form or the customer request the adjustment in-store.
The customer received an incorrect item and has already return it with a preference return MRL.
What is file a wrong item claim in CX Hub and notate even though the return process was started
Return was confirmed as being delivered back to the fulfillment center but the customer hasn't received credit.
What is process a Virtual return if SLA has passed 7 calendar days or more
Diane Wade always participated in Give Pink Give More (GPGM) but she was not sure if she enrolled for this year. (Customer has been fully verified in MCAT)
L900054828992 Diane Wade
What is locate the loyalty account in MCAT and select the loyalty account. Click the Give Pink Give More tab at the top left of the screen to see the enrolment status.
The bride was upset because she had not received her completion code. She looked in her registry and check her email, but The wedding is 8 months away and she wants to use it online..
What is the main banner on the registry page?
Andrea bought Jimmy Choo shoes in-store. She wore them in the rain and the fabric of the shoe started coming apart at the soles. The store declined her return because the shoes were worn and damaged.
What is the return policy? Bloomingdale's reserves the right to accept or to reject a return and the shoes re not returnable after being worn.
Bruce reported not receiving his order but the tracking shows the order is in transit and has not passed the 11 day in-transit period. Should a clam be filed
What is advising the customer of the estimated delivery date and providing instructions to file a Non-Received claim if the order is not delivered after the transit timeframe and offer follow up if needed
Customer returned multiple items but only received credit for one of them.
What is process vr if under $400 and VR form if over $400
Brad is calling in to make a purchase and wants to utilize a Triple point day
What is schedule triple point day and educate Brad that he will be able to schedule for next day, or same day when shopping in-store
The customer would like to apply their Registry Perks Benefit for 20% off to their Online order but you dont see the items discount in the hub
What is an in store only Perk benefit?
Julia reported that her In-store order was not delivered. You searched in CX Hub but could not find an order. What kind of order does she have, where can the order be found, and how do you verify if it was shipped.
What is Store Send. The order can be searched in TH and the STC name and address will be found on the receipt. Located the order in Myship using the exact address form the receipt to find the tracking number associated with the order.
The customer First claim was declined. A second review was submitted and was also declined.
What is educate the customer that the decline of the second review is the Final Decision
Customer returned merchandise that does not belong to Bloomingdale's by mistake.
What is advising the customer that misplaced return items will be sent back if found, and no accommodation is provided for customer error?
Note: if the WH has not notated anything regarding the returns, we have not received any additional items with the return. No additional action will be taken.
Simon placed an order for $750 during the $25 for every $100 spent loyalty event. He charged $550.00 on hios Prop Amex and $200 in loyalty rewards and insists he will receive $175 in loyalty rewards
What is advise the customer that he will earn $125 in loyalty rewards on the $550 he charged on his Prop Amex. Loyalty reward payment method can not earn a reward.
Ava wants to place an order using her completion code but her event is not for another 3 Months. She really wants the discount to be applied today.
What is educating the customer that the completion code cannot be used until after their event date and can be found on the main banner of their registry page
Tony was provided with a UPS row label to return his store purchase. We tracked the return and it was received over11 days ago and the customer has not been refunded
What is, Submit a VR form and it can take 48 hrs to be processed
Payton called in on 10/10 explaining that that the buttons Her coat will not snap anymore and the zipper was broken. She received her Coat 08/24/26 48 days ago
What is file a defective claim which can be filed within 60 day of delivery.
The order note from the warehouse indicated that a (NOM) item was sent back to the customer but the customer says they haven't gotten their item yet
(DO NOT CONTACT CHINA GROVE) What is track the package with the tracking number provided by the warehouse to provide tracking details to the customer
Janet Jackson is a TOLU loyallist and used her Triple points day on a $4,232.69 on her Prop Amex and she wants to know how many points she will earn, and the dollar about she will get in Loyallist rewards
What is she will earn 126,980 points that equals $625
Megan Trentman is getting married to Justin Timberlake and opened her Bloomingdale's wedding registry in-store with an associate, but now she cant find her registry on B.com
What is instruct the customer to link a registry on Bloomingdale's, go to bloomingdales.com, click "Registry" or "bRegistry," select "Go" under "Manage your Registry," click "Link Your Registry," and enter your email address and registry ID
Sherry Boss order is ready to be picked up at the 59th street Bloomingdale's location but she is not able to pick up the order from the store and wants to be refunded
What is educated the customer the order will be returned in 7 days if it isn't picked up or submit a store call back form to request the order to be returned if the request is urgent or escalated