LAD
Customer emails in asking for a refund for their camera that is over $1,000. They are claiming that they saw the item get stolen off of their porch. There is no evidence of RA. How do you resolve this issue?
if no Ra and non valid pod we can side with the customer and send email to ace for refund
What does RRA stand for?
Risk Research Accept
Which is the correct set of steps to take when contacting ACE for assistance with a contact?
Research issue. Consult KB, Fill out template. Contact ACE via chat support link.
Cx contacted us about her damaged mirror, she stated there was glass everywhere. No RA on account and no linking accounts. The mirror's total value is $279.99. Refund option is grayed out. How do we resolve?
Chat ACE for Adjustment approval.
Courtney called in claiming she did not receive her grocery order. Her grocery order has been signed for. The signature looks like a straight line. However, Courtney has previous orders that have her full signature on them and she has no RA. She wants a refund for this order. How would you resolve this for the customer?
if signature is not matching and pattern does not seem present. we an side on the customers side and refund
We can make a determination of RA on cx account with metrics alone.
Customer chats in about cancelled orders. You find evidence of RA on a linking account. How do you resolve?
Provide Deny verbiage to cx and send to ACE for closure.
Kirk called claiming he never received his pool table. You check the Estes Freight Worldwide tracking and see the package has been marked Lost in transit. Kirk exclaims he doesn't want to deal with this hassle anymore and just wants his money back. The cost of the pool table is $999. How should this be resolved?
Refund for LIT.
Customer calls in about a pick up order. No evidence of RA. They claim that the order was missing half the items once they got it home and checked it. How do you resolve this issue?
no evidence of RA we can refund missing items
What system do we ALWAYS leave notes in?
CCA
Travis has been transferred to you from Customer Service. Travis is claiming that he recognized an order on his account he did not place after seeing a $99 charge on his Paypal. You find that there is no evidence of RA or any linking accounts. You notice that the DID and IP information does not match any of his previous orders. What is the best course of action?
Advise cx to dispute charge with FI. and esc to risk due to ATO
We should chat ACE for refund approval for over $1000. true or false??
False, we should EMAIL
LeAshia calls in claiming her curling iron was missing from the box. You can see that the picture on file shows the box is damaged, and the weight of the item is marked as 1.5 pounds. The CX has 17% metrics, but there are several missing items claims in her incidents. How do you resolve this for LeAshia?
The weight matches. Intent to defraud based on pattern. Escalate to ace for account closure
When applying the RRA, we escalate it to risk. True or false?
If RA is found and we Declined the refund and sending account up for closure what is the resolution/s that we will put in Accertify?
deny refund, and another for Returns abuse
Sandra called in claiming her orange juice leaked on her groceries and she wants a full refund. There is no valid POD. She has 32% metrics, a clear pattern of LAD/LIT claims, and a linking account that has been closed for RA. How would you resolve this for Sandra?
Deny refund/ escalate to ACE for account closure
Clara calls in claiming that 3 out of the 4 tires they ordered arrived, but one is lost in transit. You see that the CX has no evidence of RA, no linking accounts, and you confirm the item has not been delivered nor has there been tracking movement. How would you resolve this for the Clara?
Issue Refund for LIT tire.. cx can re order
Say His name and he appears ...........
Joe Hendry
EDD is 12-12-23. Label was created 12-01-23,carrier states movement has been made. Cx is claiming LIT. There is no RA & today is 12-6-23. Do we refund the cx?
no .. LIT has to be past EDD and no movement from carrier for more then 48 hours
William calls in wanting to know status on refund, after returning his item. After research we find the returned item shows a difference of 12lbs, and note from Return center stating the box was full of rocks. no RA present, and refund is greyed out. How do we work contact
we deny refund and let cx know they will be charged for the item unless returned to us.