Process
How many days they should wait for Auth hold to reverse back?
within 10 BD
How much is the fee for monthly Walmart+
$12.95 (before tax)
What is the other term for Auth hold?
Pending charge
What is our main tool?
CCA2
Full name of your trainer
Louie Jay Valle
Refund timeframe for Credit / Debit Card
Up to 10 business days
How much is the fee for annual Walmart+
$98 (before tax)
What can we do if the items been tagged delivered but never received?
Refund
If the customer cannot receive the OTP on their email but they still have an access with it, what process should we do?
Escalate to password reset
How much is the below order minimum fee?
$6.99
How many days they should wait if the tires is delayed?
5 Business Days
What do we need to do if the customer want to cancel or refund the Walmart+ membership
Transfer to WMR
If customer would like to close their account and has an active membership, what should we advise the customer?
Cancel membership first
What is the tools we use to take calls, toggle lunch, toggle personal, toggle coaching , and toggle break.
VCC / MAX
How many hours does customer need to wait if the order shipping order was marked as delivered but they haven't receive it yet?
Within 48 hours
If the customer did not received the confirmation and the OTP what they should do?
Resend Email
How much is the additional fee for Monthly InHome Membership
$7
If the customer would like to put prescribed medicines on their cart what can we do?
transfer to pharmacy
Can we change the customer's email and phone number on their behalf? Yes or No
No! We cannot update their personal info, we can walk them through only
If the store associate is calling, can we cater the call to assist them and why?
No, Provide phone number of the store support
If the status is in arrives what are the options they can provide?
Wait / Cancel
How much is the additional fee for Annual InHome Membership
$40
How to determine phone numbers of specific numbers of any department on the store?
Store finder
True or False! We can remove or delete the card of our customer on their wallet
True! We can delete or remove their card but we cannot add card.
Give at least 3 benefits of having Walmart+ Membership
Free delivery: From Walmart stores with no order minimum
Free shipping: With no order minimum
Fuel savings: Up to 10¢ off per gallon at Exxon and Mobil stations, and select Walmart and Murphy gas stations. You can also get member-exclusive prices at Sam's Club fuel centers.
Video streaming: With Paramount+, which includes movies, TV shows, live sports, and originals. Walmart+ members can also subscribe to the Paramount+ with SHOWTIME plan for ad-free streaming.
Auto care: Free flat tire repair and a road hazard warranty through Walmart Auto Care Centers
Early access: To promotions and events
Returns from home: You can return items from home