Driver Issues
What is the first step, as an agent, if the driver states they have been in a vehicle accident?
You are to ask the drvier if they have an injury or need help. If so, advise them to contact 911.
If a customer is not present to allow a driver inside for an IND delivery, do we advise the driver to return the order?
No. Customers agreed to have their orders left on the doorstep if they are not present at the time of delivery. A call to the customer shouldn't be made, just leave the order on the doorstep.
If a driver accidentally marked a trip/order returned or say that the app marked all orders returned, should we advise the driver to deliver and then force complete?
No. Advise the driver to return the order to the store. If it was an app issue, request a Jira.
What does a status B indicate?
We have received the letter. Advise the caller to allow 90 days for check to cut and arrive via mail.
Provide an example of an Empathy Statement.
"I apologize for the inconvenience", "I'm sorry to hear that this happened", "I understand your frustration", etc.
What are two Critical Issues regarding TSI incidents.
Associate Critical Injury
Major Vehicle Damage
Theft
Abusive/Threatening Language
Sexual Assault/Behavior
Customer Misconduct
Unsafe Conditions Inside the Home
Customer Injury/Property Damage
What are 3 accepted forms of an ID for alcohol deliveries?
DL
State-Issues ID
Passport
Military ID
Immigration Card
Other government-issued IDs including Tribal IDs recognized in some states.
What will the app ask the driver to do first if the driver selects: Cannot Find Address, Customer is Unavailable, or Can't Access
Contact the customer.
What are 2 types of Unclaimed Property letter types the customer may receive?
Layaway
Pharmacy Refund
Uncashed Payroll/Final
CMI (Claim)
Vudu
DotCom Refund
SC Refund
Vendor
What is the difference between SysW and SysP?
SysW is a technical issues related to Walmart. SysP is related to personal internet or power outages.
What does the store need to do if they need to replace an InHome phone?
They need to file a me@walmart ticket.
If a driver is back at the store and states that the item(s) they picked up for a return is the wrong item, what are you to advise?
Advise the driver to fail the return and to not process the refund at the CS desk. (Send an email to CS to reach out to the customer.)
The customer has an unsafe entry way and the driver can't reach the customer. What is your next step?
Attempt to also contact the customer. If unable, advise the driver to mark the delivery as returned.
What is the most common unclaimed property issued to minors?
Prescription refunds
What are the 3 things required in the comment section of all tech times?
What the issue was
What you attempted to resolve
Who was notified or acknowledged your post in the Tech Chat
What type of orders can not be removed from a batch?
InHome Orders
InHome orders will fall at which AM & PM times, locally?
7:30a & 12:30p
What are the steps when a driver insists on a redelivery?
Check CCA to see if a refund was issued.
If not, contact customer for approval.
If granted, provide the driver the customer's address.
If not granted, forward to CS for a refund.
If the date on a Money Network Payroll check for terminated associates is older than ___ days, the stores won't be able to reissue it.
180 days
What are Walmart's 4 core values?
Respect for the Individual
Act with Integrity
Strive for Excellence
Service to the Customer/Member
Can a non-InHome associate move the InHome van?
Yes:
DCs
OMs
SMs
BRC with a cleared MVR
What is Chain of Custody?
A process within the InHome App that requires the driver to scan all the Tote Labels before delivering the items to a customer. This process helps identify missing items.
If an order is not visible in the App, what is the first BTS we should advise the driver to do?
Log out and update the app.
What is 1 form of Proof of Ownership for a Business?
An original business card
A copy of completed W-9
A copy of a tax return or other government form
An original stale dated check
A utility or phone bill with proof of address on the letter or current address
Legal documents showing transfer of ownership/name change
When are you allowed to disconnect a call with a driver/customer prior to resolving their concerns?
Never. The only allowed instance is due to a technical issue where the caller can no longer hear you or you can no longer hear the caller.