Data Breach and GDPR compliance
The Customer contacted requesting all her data, how many days do we have to provide it?
Up to 30 days
What Information will be sent to the customer if we create a voucher from CM?
Customer will receive an email including the voucher code and the necessary conditions including the amount and the expiration date
When do we ask Security level 2 questions to the customer?
When changing/updating information, requesting access and any finance related enquires
Which are the conditions the "friend" must follow for the points to be awarded?
Be non member
Register using the link shared by customer
Make a purchase (online or in store)
In Italy, when is the Cut off time for Home delivery NDD Green ?
At 2 pm
What is ILM ?
Information Lifecycle Management
If a customer has received 3 or more cash compensations in the last 6 months, which color will the indicator be?
Red
H&M as a company do not process any customer data that is seen as Sensitive Data. What are examples of Sensitive data?
Religion
Race or ethnic origin
Sexual life or orientation
Political opinions
Membership of a Trade Union
Health
Criminal offence
Photos (depending on the content of the photo
What is The Lifecycle Bonus journey ?
It's a marketing strategy created to encourage new Members to become actives Member.
Do we have a case category user guide for delivery and return?
Yes
Can you give 2 examples of GDPR non-compliance from User guide ?
Customer requested data cleansing, but we are unable to due to system failure/defect.
Customer requested access to their data, but we exceeded the 30 days legally required maximum handling time.
In case of damaged property of 201 EUR or more, to whom should Backoffice dispatch the case to?
BOCO or COCO
What does “giving consent of personal data” mean?
It means that the customer approves that his or her personal data is used for a specific processing activity after receiving clear and concise information about the processing.
In which cases does the cashback coupon get retriggered by the system?
In Spain, in case of NDD/SDD with Paack, do we have access to the POD?
Yes
Name the 2 different consents that a customer can agree to
Registered Online Account & Direct Marketing Subscription
In which scenarios you can make a price adjustment to adjust the item amount?
Price match when the price online has changed
Price matching between store and online (only on full price, not sale).
What information can we provide when it’s not the account holder?
General information (such as how payments can be made or how to place an order).
Confirm that a bill is paid
Confirm that we have received a return
Confirm that an order has been sent out
What kind of bonus is it if the Bonus ID begins with 9 ?
The Bonus ID of a Garment Collect Voucher begins with 9, where as a Bonus Voucher begins with 1
Where can we find information regarding "insects in the parcel "?
In the delivery FAQ and the case creation User guide
In a case of non-compliance related to fashion news, which application will be selected on the Service Now form to report?
ECOM - GDPR Fashion News
If a staff member contacts Customer Service because their staff discount wasn’t added due to technical issues, what can we do?
1st line can add the staff discount with the exact amount manually and then create a case and dispatch to BO so this can be filed as an incident to IT (only once).
In case customer received an order that was not placed by them, what’s the first thing an agent should do?
Ask for details of the order (such as order number) and search for the account in our system.
In Spain, how many points does a customer receive when inviting a friend to join the membership?
50 points
For Greece, in case of failure of Home Collection, which is the WOW from customer service?
FLA can request the home collection again by sending an email to ECONT from Case Management.