Price Adjustment
Price adjustment requests must be made within __ days of your order being placed
14
True or False
Customer is eligible for proactive discount if the items value is $300 and within the return timeline. True or False.
True
When will I receive my order?
When will my order be shipped?
Order status when we are able to request to intercept an order
Paid
RTP
Processing
( Orders at the processing stage can only be canceled if the order is NOT within the "PACKED" status in Warehouse Order Management System. )
In line to be processed
Queued
To update the item to the current sale price, on HQM click the _____ on the right of the item to refund the price difference automatically.
PPA button
If the customer contacted us saying the there is missing a piece of the order that they bought(incomplete SKU). What will be your first step in helping this customer?
Check if the SKU and size is still in stock
When will I receive my delivery? (shipped)
When will my package be delivered? (shipped)
We have approval from CX/DC to have ___ orders abandoned per day.
30
Request sent to processor and awaiting confirmation
Pending
What macro do we use when we have applied the price adjustment on the customers order?
Price Adjustment:: Price Adjustment - Done
A customer contacted us about her damaged Rick Owens shoes. How will you proceed?
Ask for pictures and Escalate to Asset Protection
When a customer reaches out to return an item that was delivered over 30 days from the delivery date
Late Return (>30 days)
True or False
We can send Slack message to the CX/DC associate directly for an intercept request
False
Error on the processor side for async refunds
Failed
What is the threshold for price adjustments applied by agents?
$300
Customer contacted us about the broken plates she ordered that is worth $195. How will you proceed?
Manual Refund in HQM
The customer was given a retention offer by CX (10%, duty fee repaid) and they would like to use it on a newly placed order
Redeem my discount code
What are the macros that we can use when we are submitting a CX/DC Request
It takes __ hrs for the status to move from “Queued" TO ” Completed” or “Failed.”
48 HRS
Where do you confirm price fluctuation of an item to confirm pricing?
HQ
The customer mentioned that the box of the shoes he bought is damaged. How much discount will you be applying on the customers order?
10%
Customer wants to exchange their item for a different size / style (we don't have this option, but this data helps us to gauge customer interest)
Exchange
What is the first step in creating a CX/DC Request?
Create a NEW ticket in Zendesk
True or False
Refunds will only be issued once the chargeback is officially closed by their bank and through the Stripe payment processor.
True
Let our AP team decide the best course of action by starting a side convo with L2, in which they’ll connect with a specialist (if need be) and follow up with a solution.