Returns
Name 3 cases in which we use the special instructions tab
Personal Belongings
Changed Mind / Forgot Packslip
Wrong Item Returned
Duplicated Item / No Refund Needed
Gift Return
What is the main difference between feedback and creating an activity?
Feedback does not require any action on a customer account (such as a callback)
Which other options we can provide to the customer instead of doing an upfront action?
With which name the "Financial Task" is also known?
Little Financial
Where can we review the EZ pay history for a customer?
Yellow Theme Tab / Financial / Easy Pay Summary
Name 3 cases in which we use the "Non Physical Return Tab"
Perisable Items, Personalized Items, Oversized Items (In Home and Doorway Delivery), Destroyed or Harmful Items, Illnes/Allergy/Fire, Protection Plans, Damaged/Defective, Personal or Single Used Items
When the customer is calling for a Health/Safety Issue and, after submiting an activity, would the customer receive a call back?
Yes, when the customer does not mentions anything else (like medical attention was required), we should request a callback in the system.
Who can you use as you supervisor during an upfront action?
Yours!!!
Name one of the scenarios in which the little financial is used?
Where is my refund, have you received my check?
What is the landing page for the EZ payments summary screen? (what kind of installments are showed first when we access the EZ payments summary?)
Unbilled Easy Pay Installments
When can we do an "Eligibility Override"?
When the return reason meet certain criteria such as: The warranty is not being met by the manufacturer, returning an item that was a part of a coordinate set, the customer purchase it as a gift (like a wedding), a customer has development a rash or other reaction after the 30 day return frame.
Before submitting an activity, what should we check first?
If we are not duplicating an existing activity
Where can we start the upfront action?
At the delivery screen (Shipping status)
The pay method (clicking on the credit card)
If the status of the order shows "declined"
In the EZ payments summary, what kind of installments the "Pending Installments" shows?
Easy payments processed in the last 24 hours
Which tab do we use to get a proof or return and process a refund for a customer?
PickUp & Track
When submitting an activity for Health/Safety, do we tell the customer we will get this right?
No, we are not able to promisse anything to the customer, remember to set proper expectations
What do we need to check before selecting "replace with same item" while doing an upfront action?
Availability
What is the amount that will be condoned when a check is sent for a less amount than the order? (the order still ships)
$2.00 USD
Where do we go to pay past due eazy payments?
To the order in which we have the past due payments
When processing a refund, which information we need to document when:
Its beeing more than 12 days
The item is $100+
The customer DID NOT use the Q-return label?
Tracking Number
Name of the person at the returns center who signed for the package
Date Signed
Name of Returns Center (Example: Florence)
In which topic the next "report a negative behavior during an interaction with a customer" fits?
Feedback
Commendations
Customer Complaint
Activity
Customer Complaint
During which time frame are we able to submit an upfront action?
If the order was shipped during the first 30 days.
Besides than from the order screen, how can we access the little financial?
From the Order Them Tab
When do we use the easy pay support program?
When the customer wants to pay 10 or more past due eazy payments with a minimum of $400