ADMIN
What is the name of the customers profile page in Admin?
Customer Overview Page
What cannot be added to an order?
-Extended warranty to an item after it is purchased or add an item with an extended warranty. The order MUST be canceled and replaced with everything included.
-Hazmat items or some consumable items to orders shipping Internationally.
-State restricted items. An error message will populate to advise the item cannot be added to the order.
What is important to note in the item issue comment when submitting an WH error with expedited shipping?
The expedited shipping method so that the warehouse is sure to see this and see the $0 up correctly.
What return actions can Pepper not do?
Cancel a return & set up a specialized return.
What is the quick action button on the order page in Admin that will show a complete history of the order page, including when the order was placed, viewed, or edited?
View changes page
What step is important to take once the reconsignment request has been approved by the carrier so that an internal team of ours is notified of the adjustment?
IDS adjustment in Payment Portal
Where can we see OUR cost of an item on the item issues page?
You can see our cost when hovering over the price of the item.
If a DS item is returning to the MFR via CC and during transit is damaged and noted by the carrier, which contact should we reach out to?
claims@webstaurantstore.com
What are the 3 important "total" rows on the profit report?
1. Invoice Total (w/o Freight)- $$$ amount of items shipped on that invoice
2. Freight Total- Total freight paid by customer for the whole order
3. Invoice Total (w/ Freight)- Total $$$ amount paid by customer for items shipped on that invoice
What if changes need to be made to an order in the On Hold $0 Jiffy Status?
Check the OG order to confirm where the item originally shipped from and to confirm which WH the new order is being Reviewed at. Emailed expeditor group of that WH to change the shipping method or cancel/alter the order. The shipping address should not be changed. The order would need to be cancelled and the customer would need to be refunded to replace the order to a different location.
What are the 5 categories for product complaints needing further review?
Bodily injury, Property/Environmental damage, Abnormal thermal events, Food safety concern, Threats or proof of legal action.
How long will it take for the customer to receive their credit for a DS return?
2-4 weeks.
How can we tell if the customer placed their order using out app?
On order Admin page- Order Processed By: This shows whether the order was placed on a desktop device (Storefront) or on our app (Mobile App).
What happens when 3 or more orders are delivered with a liftgate when it was not selected at checkout or paid for by our customer?
OT will apply a liftgate override on select customer accounts with this issue. The customer is not notified of the change, and the liftgate override can be removed if the customer provides evidence that they have a loading dock or forklift at their location. You will see a comment on the customer's account if the override is in effect.
If the item issue does not move to the Closed status right away for a refund it is likely in the Credit Review Queue for Payments to review before issuing it to the customer. In these cases, the credit will typically be processed within 1 business day, and the customer should receive the confirmation email once the credit is processed. What are three reasons the issue may go to the credit review queue?
Credit greater than $1000, Credits associated with a return, Alternate Payment/Check order refunds.
How would you set up a return for a $0 jiffy order?
1.Try and set up a return under the original order number. You can only do this if the item number is the same on the jiffy as the original order number AND there are quantities that have not been returned.
2. If unable to set up on original order, create return labels on FedEx’s website and note the order. Here are the steps for creating FedEx labels.