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
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
Sandra calls in to check on how she can get free shipping
What is offer to open up a loyalist acct because all members receive free shipping
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 use
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.
Sam would like to utilize his rewards to purchase a bloomingdales gift card
What is educate the customer that he can not utilize loyalist rewards to purchase a GC
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 a VR Form?
The claim was declined on a 3rd party order return and the WGT has noted/Return Declined by seller/Do not Escalate do not accommodate. There are Seller also notes from the seller in Mirikal with photos of the damages.
What is educate the customer of the Sellers decline and that it is a final decision. Do not escalate or accommodate after the return has been rejected by the seller.
Customer returned Marketplace merchandise to the fulfillment center by mistake
What is, Advise the customer that the fulfillment center will send those items to the Marketplace vendor so the return can be processed. If you do not see a tracking number noted by the fulfillment center and it has been more than 7 business days since it was delivered, you can reach out via email (customerescalation_cg@MacysInc.onmicrosoft.com)
OUR TOL customer Dianne items came up to 1,125.50 she used a Triple point day and paid with her Prop Acct and she is calling to verify how many points she will earn
What is 13,506 points
The brides mother is on the line reporting they received an Espresso maker but the item is still showing up in the registry on b.com. She wants it marked off of the registry list as purchased. The mother is not an authorized user in her registry but she is the gift giver.
What is utilizing GIFT to mark items as purchased when they were bought at another retailer or when the registry was not scanned at the time of purchase
Julie returned an item in the store that was reshipped to her but her receipt shows a refund for $0.00
What is a Claimless return or VR form if over $400