Issue Type
Ruchi has contacted them because they have not received their luggage set. They contact us on the delivery date and state the carrier passed their house and left no package. There is a “delivered” scan on the package. Ruchi insists they get a refund, but there is a 3-day TRACE/FRD date.
DNR (Delivered Not Received)
The customer is asked to wait 3 days so an investigation can be completed before the concession decision is made.
ARI investigation or 3 day wait period
The value of the item(s) or package(s) for which the customer is contacting should be ___________.
Less than $300
The point in CAP workflow where the CSA can intervene is whether a customer will be queued to CAP or Retail.
Safelisting
The customer contacted us back as they were advised to wait 72 hours for an investigation (3-DI) to be done. You run the RSPR, and it still shows 3-Day Investigation. What to do next?
Grant Concession
Customer ordered a black shirt but the item they received is a different color.
Wrong item
A process that needs to be followed to ensure that if there is burglary or theft involved, the local authorities can conduct an investigation
Police Report
The customer met 5 criteria in Table B; what should be validated next that is based on Table C?
Customer Story
The customer refuses to accept the resolution provided either on the same or separate contact. What policy is applied?
CAP/ Lastword and Disconnects
For DNR/ Missing Item/ Pre-Delivery/Wrong Item/Grocery, the customer has to return their Incident Report on or before: ______________
Ordered Date + 60 days
Cynthia purchased some cookies, but when she received them, Cynthia said the cookies were crushed. Still, the packaging looks fine.
Damage/Defectie
The customer was charged again for an item that they returned, but the CSA automatically denied the refund request. What kind of return is it?
Retrocharge
SAFELIST or NOT?
account status is Normal. On the CAP Website, you find that he has had an account for 4 years 3 months. His CTOR is 22%. He has no blocklist SIC code or DNR concessions. The account has only 18 orders. This is his first contact, so there is no previous story.
NOT SAFELISTED
Shows how many concessions have been issued to the customer in the past 12 months.
Concessions to Order Ratio
The customer returned an item, and that shows "processed." There is a BRW annotation, and the amount of the item is 150 pounds. What should be the next step? investigation (3-DI) to be done. You run the RSPR, and it still shows 3-Day Investigation. What to do next?
File an Incident Report
Richard ordered a table set, but when the package arrived, it's missing 1 pair of chairs.
Part missing.
How many days does the customer have to submit a photo verification?
When Safelisting, checking the concession history and age of the account, what's the least number of criteria on Table B that the customer needs to pass?
5 out of 5 (+ 200 pts if you will provide those)
A tool that has a variety of information and features that allow you to investigate and correct root cause issues for Delivered, Not Received (DNR) contacts.
RCLP
Zilong is calling us about his package that they still haven't received. You found out that the shipment has a 'Return to Sender' scan. What would be the correct SLA that we should provide to the customer? (Low Risk)
PDD + 14 days (*Medium/High: PDD + 30 days)
Customer return an incorrect item.
Return Related
Customer said they received an item damaged. When return center received it has only parts missing but no damage visible. Is this considered MDR?
Yes
What happens when an account is safelisted?
The customer will no longer be routed to CAP queue for 90 days and will receive concession without verification.
This tool is used to check scan events, package weight, and promise delivery date.
OBLT
What are the types of police reports that we can accept and validate?
PDF/Image Scans or Emailed Reports