Payment
How can I resend an e-merch card as a PDF?
Go to SVS
Traffic > Message search
Search for gift card
Select "Email VGC"
How many bonuses per month can a Member receive?
5
How do you book a home collection for a customer?
enter CTT + Create case
Customer can’t login into her account. She tried to reset her password but doesn’t receive the email.
What steps do you take?
Check login status in FOCS
Report using Incident report form
A customer contacts us that their credit card has been used for a transaction at H&M that they did not approve and/or recognize. What do you advise the customer?
Advise customer to contact their bank and file complaint at police
What should you do if a Klarna refund fails?
Report an incident using the customer order issues webform.
Customer calls you because the t-shirt they bought in store shrunk even if they closely followed the washing instructions. What would you do?
Apologize for the issue and inform customer he should go to store with the receipt, our colleagues in store will find the best solution for him
The refund of the order appears in status Reject in FOCS. Customer paid with Adyen
Report an incident using Customer order issues webform
What should you do if you see the hindrance “Closing Membership and related activities failed”?
Report an incident using the create incident webform and leave case in internal action
There is no order visible in FOCS but we can see a transaction in Klarna merchant portal. What should you do?
It's a Ghost order. We must double check there aren't any orders and raise an incident using incident webform. Create case.
Check in ASM if it's working or not.
after confirming it's not working, report to merchandising team by email
Customer doesn't received the pin code to retrieve parcel from locker.
Create case and send email to CTT
Can you resolve an incident?
No. We must ask IT to resolving by writing a "work note" and changing incident status to "In progress"
What should you do if the hindrance report was not generated?
If the cleansing appears enabled in FOCS, wait 24 hours, if hindrance report has not generated: report an incident using the create incident webform.
A customer requested an invoice with the NIF, but the NIF is missing from the shipping confirmation email. What should you do?
Report an incident
What information do we need to Post Register points in FOCS system from a store purchase receipt?
Store ID
Workstation
Time of transaction
Date
Receipt number
Amount
In case of missing parcel delivered, what steps should you take?
- Create an informative case and send feedback to carrier. In case of PAACK, we must send POD to CST
- Ask the customer to another 24-48 hours in case it is delivered.
- If the customer contacts back after 48 hours and still does not have the parcel, issue a Refund using Report an Issue in FOCS “Refund + Create Case” function.
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FOCS is not loading for anyone in the team. What do you do?
Delete cookies / cache, and try with different browsers.
We must wait at least 30 minutes before reporting.
If it's still down, you can report a multiple user incident (check if Backoffice has already reported it)
What steps should you follow when the warehouse puts the wrong delivery note in the parcel?
Create case with Description "Potential Data Breach", fill warehouse data breach form in Case Management and send it to the warehouse. Fill Data breach registration form and add number to the case in External references
If more than 14 days have passed, we must raise incident using Customer order issues webform
If it's less than 14 days, customer has to wait.
A customer wants to know if an item is available in store. How can you check?
Product omni Availability tool
Customer calls asking for a refund. He returned the parcel a week ago.
He must wait 14 days. We can check tracking
You reported an incident that is affecting many customers. It has been attached to a Problem ticket (PRB) and your incident was solved. How do you follow up?
All updates of PRB tickets should be added to "child incident" ticket. You should never add notes to PRB tickets.
A customer contacted saying he/she unsubscribed from Fashion News but still receives the newsletter. What steps do you take?
Create case with description “GDPR Non Compliance”. Fill in the data breach registration form. State clearly that it’s Non Compliance and make sure to add INC number if there is one. Add data breach number to case