Returns
The customer receives their vehicle on the 9th. What is the last day of their 7DMBG?
The 15th
What are 2 things that can prevent the customer from exchanging?
NSF, Past the 7DMBG, Modifications made to the vehicle
If the system is showing an earlier date available in the schedule for delivery/ pickup, can we reschedule?
No. The date that is currently set is the earliest we are able to complete delivery/ pickup.
True or False: We complete confetti calls prior to the verification process.
False.
I already signed my contracts when I first placed the order and now that you have rescheduled me I have to sign them again? Why?
“I apologize for the inconvenience. When your delivery or pickup date as been changed, we have to regenerate contracts to ensure that they reflect the correct and most up to date information.”
What happens on the day of the return event?
The field advocate calls the customer in the morning to give them a timeframe of when they will pick up the vehicle.
Can we backout of the purchase after we place an order on the new vehicle?
No, we need to backout first.
What is the most we are able to offer a customer on a third time push?
$150
Name 2 ways to build a connection with your customer.
“I love this car! What made you choose this vehicle?”
“Have you purchased a car online before?”
“Are you getting excited to get your vehicle?”
”How did you hear about us?”
The customer has been pushed due to the check engine light popping up on the vehicle.
"I’m so sorry for the inconvenience. Right before our vehicles are transported, we do a final inspection to ensure the vehicle meets our standards and yours. I’m sorry to let you know we did identify a concern with your vehicle at that time. Although this is all the information I know at this time, I can assure you that the vehicle will be improved and delivered in the condition you are expecting. We never want to have you take delivery of a vehicle that needs repairs.”
Are you able to change the pickup for a return vehicle once the return has been created?
Yes, you can edit the scheduled return in the Purchase Component of Carma
Name 2 situations where we can transfer the NRSF from the first vehicle to the new vehicle.
ASR claim, Transport damage, Missed annotations
How much are we able to compensate a customer if the vehicle they purchased is determined to be a vehicle we cannot sell?
$250 SPR, $250 G&R in states that do not allow SPRs
What is the purpose of a Confetti call?
This call is about instilling confidence and injecting excitement into customer experiences to keep ‘greens’ green!
The customer calls in stating that they would like to return their vehicle.
"We do not have an exact location as it is in transit. There are a variety of reasons logistical delays can occur, especially when some of our cars are traveling from hundreds of miles away. Rest assured, our team is working to get it out to you as soon as possible. Let’s go ahead and get you rescheduled for our next available appointment.”
What document does the customer need to sign at the return appointment?
Vehicle Return Agreement (VRA)
What issues can be caused if we do not backout of the sale for the first vehicle before placing the new order?
Underwriting issues, Double charges
True or False: We call a customer anytime they have been pushed.
False
How much time will you have to review the customer's account?
30 seconds
The customer calls in stating that they would like to return their vehicle.
"May I ask why you'd like to return your vehicle? I know we say 'no questions asked' when it comes to returns but I'd like to see if we can maybe help address your issue by exchanging into another car that better fits your needs?"
Review the next steps after creating a return for your customer.
1. 400 mile limit
2. No modifications should be made
3. Insurance should remain active until the vehicle is returned
Name the first 5 steps of the Exchange process.
1. Take a snip
2. Find a new vehicle
3. Backout
4. Impersonate/ place order
5. Mark as Swap
Are we ever able to waive the NRSF for a delivery push? If so, when?
Highly escalated situations that have been pushed for 10+ days total
True or False: We call all customers in a Post-Green Pre-Sale status.
False. We call only Carvana Financing customers.
Your customer would like to set up an exchange and is currently NSF.
"Since you’re still in the 7DMBG, we are able to complete an exchange, however it looks like we are still in need of the down payment for your first purchase. It looks like there was an error when trying to pull the funds. Once that payment has been collected, we can go ahead and assist in setting up that Exchange!"