Orders
Can you send a return shipping label through E-comm? AND what does the symbol look like?
Yes / piece of paper with envelope next to the house
Scenario: You provided an address and store hours to a customer, how would you case it?
FE: Hours
Possible: Choose tick casing and store inquiry
What is Pay N Go?
A way to prefill or set up delivery for medications.
How many days do we usually deliver in?
3-5 business days
The Jan Mailer is for 3000 points when you spend $15 dollars. What should you do if the CX claims they did not receive it on a qualifying purchase?
Send to research with transaction info
or
Send it directly to Emily via email (must create a case)
Is the pricing in E-commerce correct?
It is not correct, never give prices from E-comm
Scenario: Customer called in to reschedule their vaccination, how would you case it?
Pharmacy Service : Vaccine inquiries
What are the two delivery services to have a prescription delivered? What are the prices for our delivery options?
Script drop or USPS
Same day: 7.99
Next Day: 4.99
USPS: Free
How much must your order minimum be to qualify for free shipping? How much for same day delivery?
$34.99 before taxes and coupons
$25 before taxes and coupons
Show & Tell: Create a rewards profile through SF
assessed during play
When will the recycle status show for an order?
When we receive inventory for previously held orders, order/item will RECYCLE so it can be SENT TO DC to process
Scenario: Customer calls in for a donation, what information must you gather? How would you case it?
Store #
Company Name
Contact Person
Donation Type
Phone
Event Date
Corporate Inquiry: Donations
What are the exclusions for delivery?
Refrigerated products
Controlled substances
What is the return timeframe for 1st party orders vs 3rd party orders?
21-30 business days
Undetermined
Show & Tell: Revoke the online profile for astin.atelier@gmail.com
assessed during play
What should you do if a customer calls in about an order they returned? What steps should you take if 1st party vs 3rd party?
Global search of the order number
If 1st party: check through Ecomm return inquiry, check for return notifications, check prior research notes
If 3rd party: check prior research notes, if over 30 days - case to research
Scenario: Customer calls in and states they are unable to create an account, the system tells them they have multiple accounts. How would you case it?
Online Services : Login Failed (multiple accounts)
When are offers and coupons applied to a BOPS order?
Upon pick-up
Name 3 exclusions for returns online.
Hint: Look Online
Covid Tests
Soda Stream Flavors
Trac Phones
Show & Tell: How do you email a receipt to a customer? 8603252974 - Account
assessed during play
SHOW AND TELL: Look up order # 112348978 & tell me what items were returned.
Kiss Gel Nails, Kiss Toe Nails
SHOW AND TELL: A customer provides you with a pharmacy receipt and claims they did not receive points. How do you case it?
Rite Aid Rewards : RX/Vax points research
Research queue: RX rewards Point research
SHOW AND TELL: Customer is calling in, having issues with the Pay N Go link, issues already troubleshooted and got permission in 4911 to send over to management. What do you send to management and what steps must be taken prior to?
Correct response: go over checklist and email
SHOW AND TELL: What is the ph# for the claims department on sexual well being products?
866.237.9746
Show and Tell: A customer purchased $15 worth of Kiss products on 3 separate occasions during the week starting 1-7-24. They did not receive their bonus cash. Please add back what they should have earned.
assessed during play
Earn $5 BonusCash after you spend $15 on qualifying Kiss between 1/7/24 and 1/13/24. Must buy $15. Limit 2.