HOW
True of False?
The carrier shown in Admin/House may not always be the actual delivery carrier.
True
An order is_____ when it’s canceled with the original vendor and re‑PO’d to a new one.
Flipped
What status should a Purchase Order (PO) be flipped to if a cancellation is requested and the item has not yet shipped, but the PO has already been sent to the vendor?
On-Hold
This status occurs when the order is being prepared to be sent to the vendor
Processing
Some vendors provide updates through portals. Name 2 of the vendors.
Amazon, Ashley, Best Buy
items have been shipped, what status will the PO change to?
SHIPPED
Never tell a customer their order was placed with Amazon. Instead, you use ___________.
Distribution Partner
Customer is requesting change to shipping address and the vendor is best buy.
#SD - Too Late - Can't Change Shipping Address (RP)
Our SLA for shipping most orders is
3-5 business days
SLA begins once a direct deposit clears, or the order is _________________.
Instant Shipped
For vendor such as Best Buy, if one SKU is OOS, what will happen?
cancel the entire order
__________ and __________ are the two locations where tracking can be located.
Admin & House
When dealing with Amazon cancellations, if there is no "cancel" option available for an order, what should be sent to the customer?
#SD - Too Late to Cancel
Ashley Furniture and other freight delivered products may have a longer processing time which is
2-3 weeks
Fossil & Rymax
What should you do if the address has none of the following issues: incorrect, incomplete, or a PO Box?
Leave a note of the PO then escalate to the MKP Backend Support Esc bucket
What are the three reasons for shipment delays?
Weather delays, Freight delays, and No tracking updates
If a vendor confirms a cancellation, what is the next step regarding the PO status in House?
Ensure the PO shows as refunded in House before changing the PO status to "Canceled"
This status occurs when the order is sent to vendor (usually same day)
Exported
Tell use how to create a Backoffice ticket.
Links>> Backoffice ticket>> + >> Delayed Vendor Follow Up >> fill information>> create ticket
If there are more than 10 tracking numbers that need to be added, what is the first step to be taken?
review the file for any canceled POs/SKUs
when a vendor sends an email confirming items are out of stock what process do we follow?
OM Cancellation
How should you generally request a cancellation from a vendor after determining the order is eligible?
Create a new side conversation to the vendor in Intercom using the #VD - Cancel macro
If you come across an order that has no PO associated with it, what should you do?
escalate to Post-Ship esc bucket leaving a note and screenshot.
What action must be taken if a vendor reaches out to inform that an order was damage while being prepared?
cancel SKU/PO & Re'Po back to vendor