Assignment Group
What is the best thing to do if an Athlete has been charged for a BOPIS order that they never picked up?
Create an interaction and assign it to CSC BOPIS assignment group
If an athlete received a damaged item, what case you are going to follow in order to provide a resolution?
Mis-ship
After placing an order for an Athlete, you should always provide them with these information once payment is complete.
Order Number and EDD
We will be sending an email to the athlete on the following scenarios, EXCEPT:
a. When we will escalate a non-order interaction to an assignment group
b. Everytime we honor a pricematch request within 14 days grace period
c. When we will cancel an order
d. Sending a return label to the athlete
When we will cancel an order
The athlete lost their proof of purchase and they would like to return the item. Can they still get a refund?
Yes, they will be given a store credit at the item's lowest selling price
What would be the BEST thing to do if the athlete would like to cancel a Pre-Sale order that has not been shipped yet?
Assign the interaction to the CSC Pre-sale assignment group
What resolution you can offer to resolve a mis-ship case if the item costs less than $50?
Reship the item at no cost
On which Assignment Group you'll escalate the interaction if the Athlete would like to have a copy of in-store receipt?
Receipt/Tax/Credit Assignment Group
What are the information needed to perform full verification when the Athlete would like to know the status of their order?
Full name, Email Address, Phone Number, Shipping, and Billing Address
Andrew received his order with a lot of dirt and it costs $45.What procedure you are going to follow in order to fix it?
Mis-ship less than $50
What email template you will send to the athlete everytime you will escalate a non-order interacion?
Athlete Info Request (PII)
What is the primary option that we will offer to the Athlete to resolve a security tag case?
Advise the Athlete to visit any local store
What is the correct procedure to follow in handling damaged Stanley Cups?
Provide credit if they will keep the item/ discount if placing a new order
When should an Athlete expect to receive a refund when they return their purchase via mail?
2-3 weeks
Sarah received her order but it has a different color. She paid $68 for it. How will you proceed on this situation?
Place a new order, process a refund& advise the athlete to return the item
If the EDD has passed but the order hasn’t shipped what action do we take?
Escalate to CSC Order Admin Research assignment group
The following scenarios will require you to create an AEC upon placing a new order, EXCEPT:
a. Pricematch Request
b. To honor a coupon or sale on an excluded item as a one-time courtesy
c. Athlete's request to place a new order
d. To offer free or upgraded shipping when needed
Athlete's request to place a new order
On which Assignment Group you should escalate the interaction if the Athlete received the incorrect item twice?
BIN Check Assignment Group
If the athlete purchased the item in store, where can the athlete return the product?
Any retail stores
If the order is IN TRANSIT but FedEx updates have completely stopped for over 72 hours, what action do you offer first?
Reship
The Athlete reached out because they did not receive the refund from their return. Upon checking in Sole Panel, you found out that it is marked as returned already however there is no refund initiated under Payment Information. What is the best action that you can take?
Escalate the interaction to the Sales Audit Assignment Group
You can do a post order adjustment on the following scenarios, EXCEPT:
a. They forgot to apply a valid promotion during the check out process
b. There may be small cosmetic damage on the item
c. Athlete ordered express shipping but arrived late
d. Once you found out that the athlete is a Gold Scorecard member
Once you found out that the athlete is a Gold Scorecard member
The Athlete made a return of an order where they used a gift card as a payment method. The refund was processed to the original gift card used on the order. However, the Athlete no longer have the said gift card. On which assignment group we should escalate the interaction to send a replacement?
Gift Card Assignment Group
I paid for my order with a gift card and a credit card. How does the refund work?
The refund will be processed first to the credit card then to the gift card
What should you do first if the shipment was marked as delivered but Athlete claims they did not receive the order?
Homework