OD
How can you tell if a refund has been fully processed?
By checking on the Payment & Transactions tab to find a Refund entry
Where can you find when was the order shipped?
Under the order status changelog. Whenever the Ship email was sent/ when the order was charged.
If a customer lost his label, what can they do to get another one?
Reach directly to us or print the return label again directly on the brands page.
What is the requirement before issuing an RO or refund for an incorrect/defective item?
What are the four different colors that appear on the Payment and Transactions tab and what do they mean?
White/yellow: Authorized order. Hold issued.
Green: Captured payment. Charge.
Blue: Refund issued.
Red: Refund failed
What are the three different input sections when processing a refund and when should each one be used?
-Return Qty: When an item is being returned and fully refunded
-Shipping Credit: When refunding the shipping charge
-Miscellaneous Adjustment: Discounts, price adj, exchange, appeasement, etc
Where should a Broform code be inputted to receive your discount?
You would need to register it under an email by going to the VIP website. Usual formats are www."brand".com/vip/
What is the treshold to be met to decide whether an item needs to be sent back or not when issuing a RO or a refund for incorrect/defective items?
if the item's price is over $50 dlls it needs to be sent back, if less, the customer can keep the item.
How can you check the following without opening the ticket:
-shipping method
-brand
-invoice
-Top right corner/under the Shipment tab; under "Ship Via"
-Right next to Order Origin
-Dropdown menu of available actions/Invoices tab
Where can you find the total amount that the customer was charged for after canceled items?
Top right corner right next to "settled" or by clicking on the email notification option and looking at the final amount.
Explain the difference between an E-gift card and an online code.
An E-gift card has a balance, kind of like cash or a debit card, can be used to cover a full order and if there is a balance left, it can be used to place another order. an online code only gives you a %/$ discount and can only be used once and sometimes on just some items.
What is the return timeframe for a custom item?
Custom items cannot be returned.
Where can we get a rough idea of how many items are left in stock?
Within the order description, under the "On hand" column
Where can we find the payment method?
Top left corner. Under card number it will state "Visa, MC, Paypal or Afterpay"
How can you tell if a customer has an account with us?
Byt trying to create an account with their email. If it already exists, they do.
Customer A returns his entire order due to him not liking the product. He used a "code" on it. Which kind of code (if any) should we issue back to the customer and why?
We should only issue Loyalty or Store credit codes back/ Money codes. Any percentage discount code cannot be replaced as they are one-time use.
Where can you find which discount (if any) was used on an order?
Each item has a description button in the last column. By clicking on it, the discount line appears as "Item Promo"
How can we tell if every item was sent within the same package or if multiple were required and which item was sent with which?
We should look for an "Order split" note within the changelog and then verify which tracking number is associated with each item under its name.
Where can a customer with an account find his rewards and when are they going to expire?
Within his account info, under Loyalty rewards each available reward is shown with its proper expiration date.
Under what circumstances are we able to re-issue a discount code used on a previous order?
Whenever 80% of the order, or more, was cancelled and the code was for the whole order.
Or if the canceled item had a discount code on it.