WAYCO Returns
What is the time frame for a return or an exchange?
30 days and 90 days during the Holiday seson
What solution choices do the customers have in case of lost parcels?
Refund or replacement order
Name 2 couriers that accept the address change while the parcel is in transit
DHL & UPS
Can we modify order invoices?
We cannot modify, edit, or change any information on the invoice.
If the customer wants an invoice issued to a different name or address, they have to edit their account accordingly, and these details will apply to all future orders.
Where you can redeem Digital Gift Cards and Voucher Codes?
VC can be redeemed only for online purchases
DGC can be redeemed online and in Flagship store locations
What items are not eligible for an exchange?
Last season items
Limited Edition items
What are the first 2 steps you should take when the customer from the UK claims they didn't receive the order but it shows as delivered?
Ask to sign a Lost parcel letter
Open the an investigation with Royal Mail
Which document statuses allow us to change or edit the order?
None or Confirmation
Which tool do we use to get the order invoice?
Which tool do we use to check failed payment transaction?
D365
Adyen
Which 2 tools you can use to check if the DGC was refunded due to a return?
Adyen & D365
What information do you need to find an On store order in D365?
The reference number on the On Store receipt
What are the 3 main steps to take if the customer received a wrong item?
Ask for the wrong item picture
Refund or replace
Flag it to the Warehouse
Which order document status does not allow us to change customers email address?
Invoiced
We can only edit the email address in D365 in the order, when the order is not invoiced.
What is Klarna?
Klarna is the payment method we accept to purchase on our website, it offers our customers the option to purchase now and pay later.
What currencies are Digital Gift Cards available in EMEA?
€ - EUR
£ - GBP
₣ - CHF
Name 4 Return Order Document statuses
None, Confirmation, Packing Slip, Invoiced
Name all 4 Warehouses
PFS - London UK
K&N LUX - Luxembourg
K&N ZHR - Zürich Switzerland
MSD RETURN warehouse located in Zurich
Name 4 types of shortages
Pre-warehouse, Cancellations, Partial shortage & Exchange shortage
When should we use the Block/Trust Management sheet?
When the payment is failed and it was refused by Adyen
How long Digital Gift Cards are valid for?
DGC have no expiration date
Name 3 reasons the customer might ask for a new return label?
Customer has more than one box
Customer sent the return but it was returned to the customer
It is a return of the item purchased at the Flagship stote
If the order got stuck in Adyen, what should you do?
Ask for RIA
Inform customer they need to place the new order
Consider sending a 10% happy code for a reorder (case by case approach)
Name all 5 Order Document statuses
None, Confirmation, Picking List, Packing Slip, Invoiced
Where can we check available payment methods? Name at least 4 payment methods.
Help Center or FAQ section on the Webshop
PayPal, Klarna, Masterkard, Visa
Name at least 3 different Voucher Codes
Welcome code, Happy code, Military Code, On's Run On Clouds, Dealer Staff Code, Employee 70% Code, Token of Thanks