Life Cycle of an Order
How many steps are in the cycle of an order
What is Four
Where can a customer go to perform an address change
What is:My account
How Many Tabs are in ServiceHub
What is Five
what does it mean if you click cancellation Wizard and it is grayed out
What is the cancellation request cannot be actioned or be completed
Should you update a customer email from their myaccount for them?
What is no
Name the stages within a life cycle
What is: Customer, Wayfair, Warehouse and Carrier
What tab can you go to in Service Hub to see if an item was already shipped?
What is order Tab or Product Tab
What tab can you use to verify a customers account
What is Customer Tab
Once a customer request a cancellation what are the 2 education you must share with them?
What is: If it is successful they get an email and get refunded in 3-5 buiness days. If it is not successful they will get the item still and can set up a return in their myaccount
What is the name of the tool that we can update a customer account from
What is CAM tool
Wat stage in the cycle can a customer contact us?
What is: At any stage in the cycle
What happens if the item address cannot be updated by the Wizard
What is: The Wizard will tell you that it cannot be updated and the reason why
What Tab can you use to get into a customer myaccount?
What is customer Tab
What is the time line for a customer getting an update once a cancellation request was done?
What is 1 business day
Can a customer see their previous conversations for contacts made Wayfair
What is yes
What Wizard would be the one that deals with issues within this cycle when a customer does not have the item
What is:WIMS( where is my stuff)
What is the name of the Wizard used to update a shipping address?
What is shipping address Change
At the end of your shift in serviceHub what must be done when getting out of serviceHub everyday
what is End session
If a customer wants to request a cancellation what can stop it being possible beside it already being shipped or ready to ship
What is 3 party payment
Where can a customer see their previous conversations
What is myaccount
what is the 10, 6, 3 rule
what is the time that an item is expected to be looked into at each stage. 10 days at the Warehouse, 6 days with carrier 3 days after delivered
If the customer address is wrong and they reach out for a address change and it is already shipped what is the best education to share that can help them resolve this issue?
What is contact the carrier
How many Wraps are there and when should they be used?
What is 2 types of Wraps and they must be used once you have provided a resolution that is acknowledged by the customer
Why would 3 party payment affect a person trying to cancel an order
What is:Payment might not have been settles so we do not yet have the money and if cancelled we would be refunding money we never got
How many tyoes of accounts can a customer have and name the 2
What is 2, personal and B2B