RPOS
A customer calls in about an item missing on their order, what system do we use to determine if the item our customer is missing is ZS or ZST?
SOE/Order tab field
Customer calls in to track their order? Which part in the Returns and Post order support guide would we follow?
"Order tracking"
You have a customer who does not have a seller and is upset about the price they are paying on an item. What is the name of the guide we use to help us speak to a customer who has pricing concerns.
Pricing user guide
Can you cancel an order that's already been invoiced?
NO/FALSE
What are the two systems we can view and send invoices from
SalesForce and SOE
You have a customer who is calling about Shoe-Mobile/BMS. Which path would we follow in the Returns and Post Order support guide?
Return exchange>BMS>Call BMS ext.
SAP-VA02
Your customer's order was supposed to go collect, after taking a look you see that the order never had a collect account added and they were charged shipping. Where would we go in our guide to help our customer.
Tax, Freight, & Billing>Freight Error
Your customer wants to add an item to an existing order. Is this something we can do?
NO/FALSE
Can a customer pay a portion of their invoice with an existing credit?
Which path would we follow if a customer says their item just isn't working. They've plugged it in, troubleshooted it, and talked to TPS.
Returns and post order>Defective
When reviewing the tracking on a Will-Call order, what number do we use to track the order in SAP?
STO-STOCK ORDER TRANSFER
Your customer calls and states they where charged tax, but they can't short pay their invoice. However they do NOT need an entire-rebill. Which steps would we follow?
Tax>Freight, & Billing>Tax Error>Customer does NOT want to short pay>Create a credit using IA4 Incorrect tax
You have a customer who needs to update the payment on their order as their card declined. What are the steps we would take to navigate through the Maintaining a Order/Quote guide
Update>Credit card
Your customer has a credit of 500.00 and they want to pay an invoice for 350.00 dollars using that credit. Is that something we can do for our customer?
No, credits must be equal than or less than the amount of the invoice.
Your customer calls about a product they received that was expired. You go to your returns and post order support guide, and follow the steps. What's the first thing we do?
Reach out to the Branch/DC to notify them on the expiration
ME23N
Your customer calls to state they needed to be charged tax on their order, and they where selected as Tax-Exempt, what would be the steps we need to take our customer?
Create a debit for entire order using IA4-Incorrect tax and then create a credit for entire order using IA4-Incorrect Tax
Can you add items to an existing quote? And if so what system do we use to update quotes?
Yes/SAP
Your customer is needing to update their PO on an invoice they've already received. You navigate to the appropriate section of SW. Can we change the PO if the customer has already paid the invoice? Double points if you can tell me what we need to do instead.
No, we cannot and we would need to process and full credit and debit for the order.
You customer receives item damaged, and it's over 100$ worth of product. Should we create a return label?
YES/TRUE
When tracking a will call order, what does "In process" mean?
Item delivered to branch, but not picked
Credit debit guide
1. Cancel order in SAP
2. Create new order.
What is the T-Code we use to help customer's pay their invoices with a credit card?
ZZFI_CCPAY