New Retailers
What does ABC Warehouse, Mickey Shorr and Texas Tire have in common?
Stores that offer 0% EPO for 90 days.
Mattress Firm can create leases in 4 states, which are the R2R states that are included?
New Jersey, Vermont, Wisconsin
What is the difference between emergency relief and financial hardship?
Emergency relief involves everything consider as a national emergency.
Financial hardship applies when customer has cut his income amount due to things that are not consider within a national emergency such as having surgery.
What is the first step to follow when an order is delay with sears.com?
Cancel the order-have the customer call Sears or Kmart and gather the cancellation information and we can cancel on our end afterward.
Based on Texas Tires return policy, how long does the customer have to return the item?
Texas Tires does not accepts returns, they don´t process refunds. Customers will not be able to return the item or cancel the lease.
Nancy lives in Minnesota, she is calling to get information about Mattress Firm since she wants to get a lease. How can Nancy apply for the lease?
Nancy will only be able to process the application at the store.
How many times can a recalculation due to emergency relief can be process?
Only one in the account life time.
If an order is delay with Tire Agent and it has not been delivered to the customer, what can we do?
Customer will contact the store or have, account can not be recalculated.
Maria has recently created a lease with Instant Finance 24, she wants to cancel the lease because she has not received the item yet, what steps do we follow?
Offer to process a recalculation on the account, Instant Finance does not have a return policy.
Luis recently created a lease with Venue, but he wants to cancel his order now. What are the steps to follow?
Transfer to Venue CS
What is the disposition we should use when we process a recalculation due to Covid-19 related income loss.
EmergencyReliefCovid
Which stores can be submitted on our return board?
Sears & Kmart
Tire Agent, Venue & ElectroFinance have something in common, what is it?
Advantage Edge + (Customers need to pay the $50.00 administrative fee).
Rodrigo has created a lease with Mattress Firm and has not received his item yet, he was told at the beginning by the store associate that his payments were going to start in three days, but the order is not delay. What do we do?
Tell the customer that he will receive by email the new terms and conditions since payments will be based on his delivery dates.
What documentation is required to apply for Financial Hardship for hours reduction.
When do we process a recalculation due to shipment delays?
If customer becomes an escalated customer.
What is the purchase option that "Get Financing" offers?
EPO 30, 60 & 90 days.
BO after 5 months.
Explain the purchase option for Raul, he created a Mattress Firm lease when he was living in New Jersey, but he lives in New York now.
Flex Pay explanation.
Which are the 3 scenarios to apply for financial hardship?
Unpaid medical leave, job loss, reduction in hours.
If an account has been recalculated already and item is still not delivered, what do we do?
Customer will be obligated to restart making the payments on the lease. DO NOT RECALCULATE AGAIN