Order Issues
Can we cancel orders in VTEX using the cancel button if it's an order we placed on a client's behalf?
No. We can never use the cancel button in Vtex.
If we are unable to process a refund where do we send the ticket?
tickets for failed refunds are assigned to Stephanie Jones.
How many times can we reinstate product credit?
Once per order
How long after ordering can we replace a damaged product not on the known issues list?
Up to 6 months after ordering.
True or false: We can accept a text message from a client to their BA as verification
False we can only accept an email from the email address on the account we are making changes to.
What do we do if an order defaults to a different address and the order is outside of the cancellation window?
Replace the order to the correct address as this is a known issue.
True or false: We refund the PC used on an order personally before we send the ticket to Stephanie
True. Remember to note the pc was refunded and deduct it from the total sent to Stephanie to refund
How long is product credit good for in the United States?
90 days
How long after ordering can we replace a damaged product that is on the known issues list?
Up to one year.
True or False: We must speak with the card holder before placing an order even if the BA has all of the card information
True. We cannot place any orders requiring payment without first speaking to the card holder.
Can we do a replacement order for damaged items for a client with their BA without speaking to the client?
Yes, as long as the BA has all of the information we require for replacements.
What do we do if an order is in handling status and requires a refund?
Invoice the order and then attempt to issue the refund.
How long is product credit good for in Canada?
1 year
For smell or texture issues how long after ordering can we replace?
Up to one year.
The two reasons why you would automatically fail a QA.
Did not verify the account
Did not document notes (in ticket and order/account)
What is the work around for getting the Terms and conditions acceptance to the client if they are unable to receive or view the email?
on the order in Vtex go to the finalize your membership email and select show more, select the show in browser option at the bottom of the page. copy the link in the window that opens and give that to the client.
Who do we send check requests to and how long do they take to arrive?
Check requests are sent to Heather Morris and can take 2-4 weeks to arrive.
How long after product credit expires can we reinstate it?
We can reinstate product credit up to 30 days past expiration.
Can we expedite replacement orders for any reason?
Yes. If the client is escalating.
What is the current goal for Average Handle Time on calls?
510 second or 8.5 minutes
How do we find the full tracking number in DHL?
enter the order number as normal, click success, click the download button to the left of the eye icon, select CSV and save, open the saved download to view.
What do we do if the transactions screen shows a refund was processed more that 3-5 business days prior but the client has not yet seen the refund?
Verify they are checking the correct account by having them verify the last 4 on the cc they used, and have them reach out to their bank.
If a client forgets to use their product credit at checkout can we manually apply it to their order by refunding the amount and removing it from their product credit balance?
No. We can only do this for verified technical issues.
What information must we have in order to replace a damaged item?
The order number, Photos of the issue and the lot number.
The eight categories used to determine call quality also known as the great 8. Name any 4.
Politeness, Active Listening, Effective Questions, Empathy, First Contact Resolution, Ownership, Greeting, Proper Close