Concession Type
Ruchi has contacted because they have not received their luggage set. They contacts on the delivery date and states 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 TRACES/FRD date.
DNR
the customer is asked to wait 3 days so an investigation can be completed before the concession decision is made.
For Materially Different Returns (MDR) what is the passing rate for this criteria?
The point in CAP workflow where the CSA can intervene whether a customer will be queued to CAP or Retail.
Safelisting
Customer ordered a black shirt but the item they received is a different color.
Wrong item received
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
How many days is the passing for the 'No DNR Concessions' criteria in Safelisting?
90 days
Customer refuse to accept the resolution provided either on the same or separate contact. What policy is applied
CAP/ Lastword and Disconnects
Cynthia purchased some cookies but when she received it Cynthia said the cookies were crushed. Still the packaging looks fine.
damaged/defective
Customer was charge again for an item that they return but the CSA automatically deny refund request. What kind of return is it?
Non-Sellable Returns
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. He has had 2 MDRs in the last 12 months. This is his first contact, so there is no previous story.
NOT SAFELISTED
Shows how much concessions have been issued to the customer in the past 12 months
Concessions to Order Ratio
Richard ordered a table set, 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 Concession history and age of the account, what's the least number of criteria does the customer need to pass?
at least 3 ( PLUS 200 pts if you provide the 4 criteria )
A tool that has variety of information and features that allow you to investigate and correct root cause issues for Delivered, Not Received (DNR) contacts
RCLP
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.
a tool use to check package delivery scan events
OBLT