NPR
Definition of NPR
No Product Replacement
What is the difference between a "Price Adjustment" and an "Applied Credit"?
Price adjustment is processed on the item line and an applied credit by right clicking on the "shipped on" tab
True or False?
When looking up a customer’s account, you can confirm the name on the account by reading it out to the customer.
False
What is the return policy?
30 days from shipping date- full refund or exchange.
True or False?
Regular shipping is free of cost.
False. Free if item or items purchased are over $99.
My tracking says "Delivered by USPS" but there's no package; what's next?
Wait 3 business days, if the package is still not delivered, we will replace or refund!
What is the reason for an applied credit/price adjustment?
A way to provide compensation back to the original payment method after the order has shipped and customer has been charged.
True or False?
One way of verifying a customer's account is by asking “Am I speaking to Omar Cruz?”
False
RA reason code for damage/defective
Code 36
What is a "Normal Search"?
Using the first and last name or last name only, on the CC, along with the billing zip code to locate customer's account.
Standard comment for UPS delivered but customer claims it wasn't!
7600
1 reason for a Price Adjustment
Promo Adjustment
Courtesy Credit
Damage Kept
True or false?
You may read the day and night phone number.
True
BT calls for their return status. Where can you confirm this?
1. Order level detail- Product line status
2. Customer email- return email confirmation
3. Order summary- Status Shipped/Returns
True or False?
Customer has agreed to sign up for the membership; it must be included on the same jewelry order.
False. Membership must be submitted on a different order.
What is the UPS Standard Comment "7500"
Onsite Inspection; package was delivered and shows sign of tampering and missing the contents.
Customer exchanged an item; it is lesser in value than the original and a GC was processed for the difference. What reason should be used if the customer doesn't want the GC?
Void GC/Issue CC
What is the difference between the day and night phone numbers?
Day- Billing phone number
Night- Best Contact number
An item is not wanted/no as expected, I am not a VIP and my item is valued at $1230. Who is responsible for the return P&H?
The customer
True or False?
Supervisor approval is needed to give free overnight shipping.
False
It is within the Agent's freedom to act to give the customer free express or overnight shipping. Order comments must also be noted with the reason why.
Package delivered by UPS SUREPOST, item is missing and valued at $375. This order can be replaced.
Yes, we will treat it as a USPS order.
Where can we view if an Applied Credit was issued?
Order Actions
What is the two- step verification?
1. Name on file
2. Billing address
Level comments
Standard comment "Signature Required" is used when?
Order is over $1500