Processing
New Order
Acknowledged
Transmitted
Shipped
How long can shipping take?
1-5 Business Days
What is a return?
Is the process of sending back an item to our warehouse for any specific reason. The order must be returned within 60 days from the purchase date (90 days during the holiday season) and a restocking fee of $6.95 will be assessed.
When do you use a billing note?
Apply discounts
Refund RF
Apply Goodwill gesture
What are reward points?
Points that the customer accrue for purchases, 1$ is 1point and 100 points are $5 for a future purchase.
Points are active 30 days after purchase date
What do we do if a customer wanting to place an order does not have an email?
We use
service(customer’s last name)-noemail@shoes.com
Customer calls from NY to change address since he does not lives in FL anymore... Can you make the change?
NO
Will we accept an item without the box or package?
NO
How do you waive the RF when you place the exchanging order or the customer calls before sending the shoes back?
We add a RETURN note type including the new order number and click sup attention.
What discount code can you use to offer a customer?
BRANDEX10
BRANDEX15
What are the processing stages of an order?
Open Cart
New Order
Transmitted
Acknowledged
Shipped
Delivered!
Customer did not receive the item the next day as he selected next day air on checkout... Why?
There is still a 5 day processing time before the order ships.
How are returns after the allowed 60 day window handled?
Returns after 60 days but before 90 days – items can be returned if they are received by the warehouse in Woburn before the 90th day.
Provide WH address
How do you waive the RF after the customer has been refunded for the returned item.
We need to add a billing note including the new order number
Explain how discounts works on the website?
Not all brands or styles are elegible.
You can offer up to 15% on a brand not participating on a discount
What locations could an order ship from?
Kentucky
Woburn
Supplier
What is the purple tracking number?
•This indicates the UPS tracking on the item being shipped to our warehouse in Woburn.
•This tracking number is not to be given to the customer – the customer will receive their tracking number once the item has arrived in Woburn, and has been shipped out to the customer.
Customer purchased 10 shoes and he is returning 6 items. What's the restocking fee?
Is $6.95 per item.
Rep can waive up to 2 RF if customer complaints about it.
What alert types are available ?
Change,Cancel,RTS,Re route, Tracking Issue,Lost Package
What does final sale means?
Price is firm, no other discount applies and item is not elegible for return/exchange
How can you find an order?
Order #
Shoe Style
Zip Search
Email Address
Explain how international shipping works.
International orders can take up to 14 business days to arrive to the customer.
This is because, just like P.O. Box orders, the package is shipped from the manufacturer to our warehouse in Woburn, then from Woburn to the international destination.
International shipping is an additional $25 on the order.
What are the return reasons you can use?
Supplier Misship:
What was received is NOT what the order was placed for. Sometimes the customer won’t realize that they DID get what they ordered, but it’s not what they intended to order
Defect:
Customer received the shoes but the strap is peeling off as a manufacturing defect error result.
Too Big:
Shoes are way too big for the customer to wear
What note can we use if a customer wants a PDF label sent out?
Return Label Request
Customer wants to pay using PayPal, can you proceed?
NO. customer will have to place the order on his own