Verification
What We Can't and Can Do
SNAP Categories (row 1)
SNAP Categories (row 2)
SNAP Categories (row 3)
100
What do you need to verify in SNAP
What is First and Last name Email address phone number
100
Third party calls in about an order. What information can we release to the customer from that order?
What is Items ordered and pricing Gift Card and VGC values and card numbers Information from the order and/or receipt as shown in Electronic Journal Tracking number(s) Order number The tender used to purchase the order (Kohl’s Charge, VISA, MasterCard, American Express, Discover), but DO NOT provide any Kohl’s Charge or other credit card numbers or expiration dates Kohl’s Cash and Y2Y Rewards used Promotions applied
100
Customer called in stating she did not receive her kohl’s cash
What is Kohl’s cash-did not receive
100
Customer called in stating he wants to place an order but he does not have his kc
What is credit/kohls charge inquiries
100
Customer called in wanting a shipping return shipping label
What is returns
200
What do you need to verify if it's a third party customer?
What is Caller’s first and last name Primary Reward account holder’s first and last name The phone number on the account The full email address on the account Relationship to the customer
200
Third party customer calls in regards to an online order. After customer is fully verified, what cases or requests can we make towards the order? list 5
What is Trace request Price adjustment Damaged item credit Reshipment of missing parts from a set only Mis-ship credit request for lost or incorrect items Resend Kohl’s Cash Request a pick up Request the reshipment of a packing slip
200
Customer called in stating she wants us to resend her a new rewards card
What is Enrollment questions/linking kc to y2y
200
Customer called in wanting to know if her order was placed since she never received her confirmation email
What is No email confirmation received
200
Customer called in stating her order is being shipped to the wrong address and wants to update address on order
What is Shipping time-not passed/modify order (customer initiated)
300
What do you verify in GS2? name 5
What is Email address Account number Last four digits of the Social Security Number Date of birth Previous account transaction data (amount/location of last purchase/payment) Last four digits of the bank account number on file for ACH or debit card payments
300
Third party customer calling in about an order. After being fully verified, what requests can we NOT make for the customer? List 3
What is A release of funds form and/or contacting the customer’s bank Place an order using the customer’s information Make any changes to an order (including cancellations) Reorder any missing or damaged items
300
Customer called in stating they need a packing slip to send in so she can receive her rebate
What is Promo codes- mystery sale code issue, ect.
300
Customer called in stating she received someone else’s online order
What is Wrong item Received in order
300
Customer called in stated she received an email her order was cancelled due to inventory
What is Kohl’s cancelled an order
400
If someone needs assistance with a registry and you're talking to the registrant, what do you need to verify?
What is The name of the caller (registrant) The date of the event The location of the event
400
When using the "yes we can", what are some things as an advocate can we offer to a customer without a leader approval? List 5
What is Free standard shipping Free priority shipping upgrade, if available Extra Rewards points (up to 200) 15% discount off of the sale price (unless it is an excluded item) 15%, 20% or 30% discount off of the order if a % off coupon has not been and will not be applied (unless the items are exclusions) Up to a 50% discount off of the regular price (unless it is an excluded item)
400
Customer called in stating she received an email her shopping account email was updated and she did not authorize it
What is Shopping account take over
400
Customer called in stating she was promised a $50 accommodation on next online order with reference#
What is Pricing-price matching/adjustments
400
Customer called in asking if we could backorder/rain check an item that is not available right now
What is Product-product questions & availability
500
What do we need to verify if you get a call and it's a "direct ship" whisper?
What is nothing. Provide needed information to vendor
500
Can we reset a shopping account password for a registry if you're not speaking to the account holder? yes or no
What is no.
500
Customer called in stating she forgot to add a promo code to their order
What is Promo codes-issue placing order
500
Customer called in needing to take off an item off of a registry
What is purchases
500
Customer called to check status of order. It has been over 10 days since order was placed and only label was created when viewing tracking#
What is Shipping time-passed
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