Everything PINK
What is a PINK?
After an RMA is created, how long should the customer be advised they have to return the item?
14 Business Days
May called in to report that she placed an order with CSR Ray to ship to her Las Vegas location, instead it was entered to ship to her Miami location. What type of case would this be?
Entry Error
When requesting a call review what information needs to be verified on the case?
Customer phone number
All Mixed Material/Mispick return cases require a photo to be attached to the case?
True
Photos are often requested by the warehouse for further research. Having the photos attached before submitting the case will eliminate delayed cases.
When creating a PINK case, what is required in the subject line of the case?
PINK
What is a Simple Return and what system is it created in?
A simple return is a customer's error and is no fault to the company. Example: the customer no longer needed, ordered the incorrect part, customer enter the incorrect information, customer thought they cancelled and/or their customer cancelled.
Simple returns are entered in SX.
Sarah ordered a thermostat, but received a heating element. What type of case would this be?
Mixed Material
How many of these are required to be attached to the case if an item is damaged?
7 Photos
When entering a claim amount for a lost package or damage, it is ok to round the total amount up or down.
False.
The exact amount of the part cost or invoice should be entered as you see it displayed. Rounding the amount up or down can result in a delayed credit.
When is it ok for a CSR to create a PINK in SX?
Never. Pinks should be sent to Returns. Pinks are not charged shipping and returns will wave the shipping charge. Along with a lot of other background processes, the returns team will determine which route to go to satisfy the PINK request.
When creating the RMA what information is given to the customer so they can return the part?
Provide the customer the RMA#, advise to write the RMA# on the outside of the package and return to the Warehouse that it shipped from.
Kate ordered 3 baffle filters, the order shows 3 shipped, but Kate states that she only received 1 and there is no active back order. What type of case would you submit?
Underfill
When you need to request an RMPO that cannot be cancelled by purchasing, you have already informed the customer that we are unable to cancel the order, but they are still adamant to cancel, where and how would you submit the case?
In SF, under the Returns Portal, enter all required fields, in the case comments write RMPO Needed and submit to AFPS-CSR Returns
If a customer request a PINK, you should create the replacement order and then create a PINK case to send to returns?
False.
If a customer is requesting a PINK, create the PINK case and let the returns department create the replacement order.
If Jacob's original order went via ground and he is requesting the PINK to go NDA NC or 2nd Day NC, what is required before you submit the case to returns?
Supervisor Approval
If Randy called into customer service for a RMA # on a stocked part that he no longer needed or his customer cancelled, who would you send the case to?
No one, the CSR can created the RMA#.
Dan called to report that the PC Board he ordered burnt while installing it into the refrigerator. What type of case would this be?
Quality Concern.
This would be considered damaged if Dan received the PC Board damaged.
After the return policy window has passed, what needs to be submitted for the item(s) to be approved for return?
Return Exception
If a customer didn't received all of their items and they did not want a replacement. You can submit a complaint case for credit.
False
You must submit a underfill if they are missing a qty amount or a Missing line if the item is missing completely, but show it shipped.
If an item is on back order what is required to be filled out in the PINK case?
Customer Aware of B/O- N/A
Customer Aware of B/O-Yes
Elon Musk ordered a motor, but no longer needs it, wants a call tag to return it and will pay for the call tag. How and where would you submit this request?
Create a Basic Return case in SF, case type Order in Error and in the case notes state the customer is requesting a call tag and advise to charge for the label.
Jason ordered 5 screws, 3 thermopiles and 2 gaskets. He noticed that the gaskets are missing, but the packing slip shows that it should be in the box. What case type should this be?
Missing Line.
When processing a Lost Package Return case, what information is required?
Carrier, Customer name and account number Customer phone number or email, Customer invoice number, Item number / description, Quantity of items, Tracking number, Claim amount & Notes
All OAN ( Order as Needed) parts are to be sent back to the vendor?
False.
If it's an OAN that was shipped from the vendor or another WH, but if it is stocked in any other warehouse you can create an RMA for it to be returned back to that warehouse.