Jett Pack Jeopardy:Just Ask Nexus Edition

Locate the Nexus Article and Accurate Inquiry Response

100

Customer is wanting to verify that she donated $15 for give pink promotion, how do we verify this information

What Is Verifying GPGM in MCAT: https://macysnexus-prod.cloudrts.net/agent-articles/Give-Pink-Get-More-Program-Enrollment-Removal-and-De-Enrollment

200

Baby Bonus Gift-Customer is stating on our site we are offering a baby bonus gift

Baby Gift With Registry:https://macysnexus-prod.cloudrts.net/agent-articles/Bloomingdale-s-Wedding-Gift-Registry-Overview

• Always check the website for the current offer as we do not always offer a gift with little baby registry
  • If there is not an offer showing, we do not currently have a gift
• Follow the process below if there is a gift offer available:
  • Eligible registries are determined weekly.
  • The dedicated concierge will reach out to the registrant to congratulate them and ask if they would like to pick up their gift or have it sent to them.
  • Gifts are sent within one week of their response.

300

Cx is calling in about refund, WH received on Sept 17, no refund has been processed in over 7 days. Claimless VR button is Gray

https://macysnexus-prod.cloudrts.net/agent-articles/Return-Awaiting-Credit-Policy-Virtual-Return-E-Form

*Criteria 2: Waiting Period Requirements

One of the following time requirements must be met:

• Seven calendar days have passed since the returned item shows received at the store, warehouse, or fulfillment location.

400

A wife called in and said they were refunded via egc and wants it back on the original form of payment. It Looks like we refunded to Ship to cx and not Bill to cx

Sales audit E-forms in MCAThttps://macysnexus-prod.cloudrts.net/agent-articles/Sales-Audit-eForms-in-MCAT

USE this form if : 

• Bill To/Ship To is the same name but a different address, and that's why they got a gift card.  
• Any other variance between Ship to/Bill To profile such as middle initial added to customer name, additional space in the address between street and apt will trigger a gift card to be sent. 
• If the wrong person was selected for the return, Ship To instead of Bill To when addresses are different and a gift card was issued.   
• ONLY applicable when a credit card is used - split tender not included.  

500

customer called because item was never delivered and it is shipping from China Grove. Shipment only created there is tracking info but it has not moved in 11 days.

What is https://macysnexus-prod.cloudrts.net/agent-articles/guidelines-for-bloomingdale-s-china-grove-contact (Under order delays) 

(If there has been no movement in 11 calendar days, treat this as an in-transit claim. This will need to be queued so it can be researched and then appropriate action will be taken. https://macysnexus-prod.cloudrts.net/agent-articles/Handling-In-Transit-Exception-Status. DO NOT REACH OUT TO CHINA GROVE.)

Locate the Nexus Article and Accurate Inquiry Response

100

Can I get some assistance please, order keeps cancelling everytime it is placed and it has not been flagged as Blacklisted, or fraud.

What Is Using Riskified Dashboard https://macysnexus-prod.cloudrts.net/agent-articles/Using-the-Riskified-Dashboard

Use Riskified to process a 2nd Look

200

Can we price match if item is out of stock on competitors website?

What Is https://macysnexus-prod.cloudrts.net/agent-articles/Policy-and-Price-Adjustment-Guidelines-Accommodations

**If a customer finds merchandise sold at Macy's or Bloomingdale's for a cheaper price elsewhere online, the following criteria must be met before a price adjustment can be done:

• Competitor Price match can only be done within the 10-day price adjustment window.
  • Macy's: within 10 days of order date
  • Bloomingdale's: within 10 days of ship date
• Items must meet the following criteria:
  • Item must be in-stock in the approved retailer site
  • Item must be in the exact brand, SKU, color, size and style
• Item must not be a Leased Department or on the block list for Price Adjustments

Do not proactively offer price matching. Price matching may only be completed in response to a customer request.

 All price matches should be done only once the colleague has personally verified the price information via current website of the similar retailer/competitor, and the URL/website link must always be added to the notes in CXHub.

300

CX had the wrong email down on file when we placed an online order for her. We have since then updated the proper email on file for her but she would still like to have email confirmation of the order we just placed. Is there a way I can get her this confirmation email to the proper updated email on file?

What is Using the OpsEmail Tool To View or Resend Emails:

https://macysnexus-prod.cloudrts.net/agent-articles/Using-the-OpsEmail-Tool-To-View-or-Resend-Emails

Resending Emails

1. Click the tab "Other Functions"
2. Click "Lookup Information"
3. In the "Enter the email address to look up" field, enter the customer's email address associated with their online account profile
4. Click "Lookup"
   • Note: Clicking “Data older than 30 days” will only show data over 30 days
   • You can use the drop-down to adjust for a longer time frame
   • The emails and SMS messages will appear
5. Select the one you would like to resend

400

CX mentioned that the 20% off her order promo code wasn't working at the time of purchase and wants the order to be adjusted.  Can I just go in and adjust the entire order and refund her the difference?

Hint: 2 Possible Nexus Articles

What Is Promotion (Promo) Codes: https://macysnexus-prod.cloudrts.net/agent-articles/Promotion-Promo-Codes

or

https://macysnexus-prod.cloudrts.net/agent-articles/Bloomingdale-s-Promotion-Promo-Code-Types-and-Rules

*Check the Exclusions List Link and consider the following:

What You Should Know

• To reward customer loyalty and increase sales, customers are often provided with promotion (promo) codes
• There are multiple types of promo codes:
  • Sale Promo Codes
    • Provided through the website, emails, and advertisements
    • Customers may use the promo code multiple times throughout the event dates
    • Exclusions for sale promo codes may vary and can be found on the website with the active code
    • Exclusions can also easily be found in the Event Calendar on Watson
  • Single-Use Promo Codes (internally known as SUPC)
    • Provided to a customer for compensations, in marketing emails, or coupons in direct mail
    • Customer must present barcode to use in-store 
    • A SUPC can only be used one time
      • Note: The SUPC will automatically be marked as "used" during order placement
    • Exclusions - While some Macy's promotions may indicate specific exclusions, all Macy's SUPCs have the same exclusions
      • For SUPC exclusions, click here

500

cx entered the wrong address but says she ordered about 20 minutes ago. The hub doesn't allow me to cancel the order. It is not Third party or Verdor Direct.

Hint: (2 Nexus Articles)

What is UPS My-Choice and UPS Follow My delivery: https://macysnexus-prod.cloudrts.net/agent-articles/UPS-My-Choice-UPS-Follow-My-Delivery

What is Return to Sender https://macysnexus-prod.cloudrts.net/agent-articles/Requesting-a-Package-Be-Returned-to-Sender

Advise the customer to sign up for UPS My Choice OR

Add to follow-up and submit the UPS Re-Route Form

Locate the Nexus Article and Accurate Inquiry Response

100

Credit Services-Does anyone have the number to Credit Services?

MCCS Phone and Address Book: https://macysnexus-prod.cloudrts.net/agent-articles/MCCS-Phone-and-Address-Book

Internal Number [phone] (Do not give this number to the client. This is an internal Partner extension only)

External Number [phone] (This number can be given to the client

200

The customers MOC has a security Hold on it. 

Merchandise Credit Certificate (MOC) Claim Form:https://macysnexus-prod.cloudrts.net/agent-articles/Merchandise-Credit-Certificate-MOC-Claim-Form

What You Should Know

• MOC's can only be used for in store purchases and cannot be used for online orders, search and send, or store to door orders
• If the full amount of the MOC is not used, a new MOC is issued
• All associate refunds and refunds over $1,000.00 will systematically queue to divisional security for review
• In-store printed MOC's that are lost cannot be replaced
• Claim review can take 30 to 45 days

300

The customers EGC has a security hold on it.

Processing An EGC Claim: https://macysnexus-prod.cloudrts.net/agent-articles/Processing-An-EGC-Claim

Do not send an EGC claim for any issues with a promotional card.

Important: Due to high volume we are experiencing a delay in processing claims, please advise the process can take between 30-45 days to see resolution and receive communication that the claim has been resolved.

400

A customer used a gift card to place an order and may want to return the item, how does that get refunded

What is Gift Card Overview: https://macysnexus-prod.cloudrts.net/agent-articles/Gift-Card-Overview

• Customers can return orders purchased in part or wholly in full with a gift card
  • Returns are credited back to the original forms of payment
    • Part of the refund will be an EGC, with any balance applied to the customer's other payment method(s)
  • Check MSA CXHub to see if the refund was applied to the EGC originally used or if a new EGC was issued (the last 4 numbers will be different)

500

The customers order was returned to sender by UPS and it has arrived back to the warehouse 6 days ago, but the customer has not been refunded yet. 

What Is https://macysnexus-prod.cloudrts.net/agent-articles/Requesting-a-Package-Be-Returned-to-Sender

• 
  
• TIP: The credit for the order can take up to 10 business days (14 business days for Fine Jewelry) once a Warehouse/Vendor receives the package, then depending on their bank’s processing time it could take an additional 3 to 7 business days for it to be reflected in a customer's account
•  If the order shows it was returned to sender and the time frame has passed for when the customer should have received their credit and they still do not have their credit, then you will need to treat this as " Return Awaiting Credit "
  
  

Locate the Nexus Article and Accurate Inquiry Response

100

If the customer has a Canadian billing address and give you a Postal Code, How should it be entered in CX HUB?

What is:Using an International Credit Card to Place an Order 

https://macysnexus-prod.cloudrts.net/agent-articles/Using-an-International-Credit-Card-to-Place-an-Order

What You Should do:

• If the customer would like to use a credit card with an international billing address, please place the order for the customer
• You will need to manually enter all the info, MSA does not autofill anything when you enter the zip code
  • City
  • State/Provence
  • Zip Code/ Country code
  • Country
• For countries with state/province or zip/ country codes that are shorter than the U.S. 5 digit system, add zeros at the end of the customer's code to make it 5 digits
• Very few countries (around 40) don't use state/province or zip/country codes; enter 5 zeros in that field

200

CX says steamer is not heating up anymore and wants a replacement. The order was placed on 06/03/26 and is outside of the 60 day tf to file a defective claim. He reported not getting the warranty papers with the steamer.

What is Bloomingdale's Directions For Locating & Sending A Warranty : https://macysnexus-prod.cloudrts.net/agent-articles/Bloomingdale-s-Directions-For-Locating-Sending-A-Warranty

What You Should Do

• To obtain warranty information for a customer, click here to access the Bloomingdale's Warranty Library
• Enter the name of the Vendor in the "Find a File" field
  • If you cannot locate the Warranty in question, you can submit a request for the Warranty through the link provided in the library or click here
• You must enter an email address to be notified when the Warranty is added to the library along with the web id and product information
• ***DO NOT ENTER THE CUSTOMER'S EMAIL ADDRESS***

300

Do Same Day Delivery orders require a signature? 

What Is: Determine When a Signature is Required for a Package  https://macysnexus-prod.cloudrts.net/agent-articles/Determine-When-a-Signature-is-Required-for-a-Package

• Same Day Delivery (SDD):
  • Orders that are less than $500 do not require a signature
  • Orders over $500 do require a signature
  • DoorDash will always attempt to obtain a signature and will not leave a package in public view or during inclement weather
• UPS:
  • The policy at UPS is that packages can only be left without a signature if they are out of public view and out of inclement weather
• USPS/FedEx:
  • For orders being delivered by USPS or FedEx, it is at the driver's discretion whether or not to leave the package or require a signature
• Fine Jewelry:
  • If a package is valued at $5,000 and is shipped from Secaucus, a signature is required
• DHL:
  • Does not require a signature
• LSO:
  • Does not require a signature

400

What Happens with a Batch order and what should I do?

Hint: What you should do?

Batch Orders https://macysnexus-prod.cloudrts.net/agent-articles/Batch-Orders

• You should advise the customer that an error has occurred with their order and they will be notified shortly of the status and resolved within 24 to 48 hours
• Order replacement is not needed when the customer has already had the order replaced or if the order was processed
  • In these cases, it needs to be resolved from the orders currently in Batch

500

The cx was put on the blocklist, he placed 3 orders that cancelled. He wants to be removed from the blocklist. What should i tell him?

Hint: Please find the suggested scripts in this article on how to respond to the customer.

What is: Claims & Return Abuser Overview https://macysnexus-prod.cloudrts.net/agent-articles/Claims-Return-Abuser-Overview

Suggested Scripts

• The order has been sent for further review (399/400/532 note):
  • "One of our specialized teams will be further reviewing your order and shopping history with us. They will make a decision and contact you by phone or email with the resolution within 48 hours."
  • 
    
  • The customer has been blocked from online shopping (568/578/510 notes):
    • "An email denying your request for credit or reshipment was sent on [date] after a complete review of your order history with us. This includes a business decision to restrict your shopping to in-store only, and any future online orders will be canceled."
    • "This business decision was made and the system limitations are in place, so there is no way for me to get around this. As I stated before, you are welcome to shop in our stores but online/over the phone order is not an option."
    • "After a thorough review of your order history of [excessive requests for accommodations, discounts, multiple claims issues, etc], we have made the business decision to limit your shopping experience to in-store. Future orders placed online will continue to be canceled for this reason."
• The reseller has been blocked from online shopping (510 note & "RES ON HOLD PER RESELLER ACTIVITY" note):
  • "Macy’s is a retailer and its business is to sell directly to customers for their use. Macy’s does not sell merchandise for the purpose of resale.  Macy’s has adopted this policy is to assure the availability of merchandise for all our customers and also to abide by agreements with our vendors.  Based on purchase activity (for example, multiple purchases of the same item in the excess of allowed limits or excessive shipments of multiple items to a single address), we may identify a customer as a reseller and consequently may cancel or refuse future shipments to an individual or address."

Locate the Nexus Article and Accurate Inquiry Response

100

customer called about price adjustment for instore purchase, I explained that we would not be able to price adjust for an instore item and it would have to be done in store. Customer states she has done this before over the phone. Is this possible?

What is Store Callback Form: https://macysnexus-prod.cloudrts.net/agent-articles/Guidelines-for-Bloomingdale-s-Store-Contact

We can not adjust an item purchased in the store and must submit a Customer Callback form and a colleague will reach out to the customer. 

• Advise the customer that they are typically notified within 24–48 hours, but timing may vary based on store response.

200

I'm trying to create a UPS call tag and the customer says the box is too heavy, how soon after submitting will Ups come get the item and will the customer be notified

 What is How To Use UPS ROW To Create A MRL Or Call Tag Manually: https://macysnexus-prod.cloudrts.net/agent-articles/How-to-Create-a-Merchandise-Return-Label-MRL-or-Call-Tag-Using-UPS-ROW 

 A driver will make the first attempt to pick up the return the next business day, if the requested at or before 5 PM EST.

300

The Bride of a registry called in for assistance with accessing her 20% off bridal perks. I was in knowledge nexus but its confusing.

(LET'S LOOK AT THE FULL DETAILS IN NEXUS)

Bloomingdale's Wedding & Gift Registry Overview:https://macysnexus-prod.cloudrts.net/agent-articles/Bloomingdale-s-Wedding-Gift-Registry-Overview

The Registry Perks Benefit (in-store):

• The Perks offer is 20% off merchandise that they will need during the events leading up to their wedding
• The Registry Completion Benefits (available online & in-store):
• The completion offer entitles registered married couples to 20% off items that were not purchased on their registry for up to 6 months AFTER their wedding

400

Customer ordered a stroller and she never received it. The first claim was processed and denied. Are we able to do anything for the customer? I see her in the notes it states the request for a second review was denied.

What is Denied Claims Overview https://macysnexus-prod.cloudrts.net/agent-articles/Denied-Claims-Overview

• If the claim has completed second review: Advise the customer that the claim was denied, the decision is final, and we cannot provide documentation to UPS. Apologize for any inconvenience.

500

3p hasn't shipped item yet and the expected arrival date was yesterday. is there anything we can do

Assisting with Bloomingdale's Third-Party Seller Orders  https://macysnexus-prod.cloudrts.net/agent-articles/Assisting-with-Bloomingdale-s-Third-Party-Seller-Orders

Delated orders:

Agent Actions

1. Create Follow-Up Queue to track status
2. Add order notes in CXHub
3. Monitor for updates from Third-Party Specialist
4. Contact customer once update is received
5. Close follow-up queue after resolution

Suggested Script
“We apologize for the delay. You may continue to wait, or I can connect you with a specialist to request an update or review cancellation options. Please note, cancellation or shipment cannot be guaranteed.”

Or Partner with Lead