SAMS
Program used to generate returns, create cases and keep track of customer history.
What is SAMS
365 Unopened/ 180 opened
What is The Return Policy
The amount to be refunded on SAMS before processing on the iPos.
What is the net total
Extra box from a 3 box set that has been left behind.
What is an Orphan box
A chest of drawers purchased prior to June of 2016 that could have a tip over hazard.
What is a recall
You use this data base (ICM) to find customer's profiles.
What is Salja
Separate guideline that has 365 days unopened or 90 days opened qualification for Store Credit or even exchange.
What is The Mattress Policy
Documents the customer must provide when initiating a return, exchange or a claim.
What is a receipt/ order number. (NOT JUST THEIR FAMILY CARD)
Customer received a damaged piece of an article during the delivery process. You will need to perform this to replace it in store.
What is an even exchange (EVEX)
Angry customer that is being very entitled and demands wants a refund on his dirty, damaged bed from 2015.
what is escalated/flagged customer
Number generated from SAMS and processed in iPos.
What is Return ID (RID)
Program used to request additional spare parts from the in-store Recovery library.
What is Spartacus
Additional articles needed to complete a Malm bed frame.
What is Skorva & Luroy/Lonset/Espevär
Claims case support system.
What is a CASY
IKEA Family member benefit allowing the customer to receive a store credit if the item is in good condition and listed as eligible.
What is Buy-Back program.
A customer purchases a Hemnes 8 drawer from IKEA Burbank. During assembly the customer realizes that they were given all left sides for the drawers.
What is a Product Quality issue