Order Management
when a vendor sends an email confirming items are out of stock we what process?
OM Cancellation Process
What should be done if the shipment has updated within the past 5 days?
send #Cl – Lost in Transit Wait
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
What coverage does ProductSecure provide?
Extends the manufacturer’s warranty by one year
If all items in the PO have shipped, update the PO status to
Shipped
What should be done if tracking hasn’t updated after 24 hours and shows “Label Created” or “Pre‑Shipment”?
reach out to the vendor via an Intercom Side Conversation to confirm whether the item(s) have shipped
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
Jewelry, Fragrances & Designer clothing/accessories/hand bags
For vendor such as Best Buy, if one SKU is OOS, what will happen?
cancel the entire order
What's the first thing that should be done if a user reaches out about an order that has not been delivered and it has been 30 days or more?
check if you can file a claim with the carrier/vendor
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
What message should be sent if a customer requests to cancel their ProductSecure plan?
#RE - Non-Returnable
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
if the package was returned due to an error on the customer end, what will you credit?
credit the cost of the item
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 being prepared to be sent to the vendor.
Proessing
If the user confirms that they are unable to place that order because they do not have the serial number, model number, and/or parts number for the item/s, what macro will you send the customer?
#RE - Assembly Manual
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
What is the first step when a user reports a lost/stolen package?
Check the tracking status
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 had no PO associated with it, what should you do?
escalate to Post-Ship esc bucket leaving a note and screenshot.
ProductSecure does not cover loss, theft, or accidental damage. Therefore, what macro will you send the customer?
#SD - Warranty Not Covered