CRM
How do you create a case?
By clicking "New Case."
What are the main ways you can locate orders in Secondary?
Order Number, Email, Phone number, Partial first name and last name.
What is Borderfree?
Borderfree is where we view our international orders.
What is the one main important thing to check when creating an RMA
Their Email. If you do not, they will not receive the confirmation and will now have to call back.
Which one does DB .ALWAYS. do? Return label or shipping label?
Return Label
How can you search for a customer?
Typing in their phone number or name under "Customer Name."
What is an RMA
Return Merchant Authorization
Which tab houses the customers order details?
The "Order details tab."
What is our return policy simplified?
14 days after received. Up to 30 days they may return if a new order is placed. After 30 days requires manager approval.
Why would we make a label?
Damaged/mis-pick item was received. Generally anything that requires send back due to DB fault.
What should your Action Taken 1 be when placing an order?
"Create Order"
What does the status "pending remote fulfillment" mean?
The order has not shipped but went through.
What tab do you utilize when you need to reach out for assistance regarding the order?
"Support tab"
How do you know what address to provide the customer for the return(US)?
"Item Supplier" tab.
What is the standard weight inputted on the UPS label?
5
What are two ways in CRM that you can access KB articles?
Under the "KB records" tab in the case. As well as under the service tab by clicking "Knowledge Articles."
What does reverse approval mean?
Marked as fraud and canceled. Therefor customer was refunded.
Can you resend/change emails on Borderfree?
Yes. Under the "Emails Tab"
How long does the customer have to ship the item back after obtaining an RMA?
14 Days.
How do our customer receive them?
Electronically. Via E-mail.
Where do you input an order in your case to keep up with your sales?
Click the + sign under "Automation Forms." Then select "Order Entry Form."
Who do you email if you cannot create an RMA?
Warehouse within 30 Days. After 30 days we would email RMA no return stock.
What are the steps for a return in Borderfree?
Create RMA in secondary, Click return tab in BF, start a new return process, select which items are to be returned, select the reason of the return, click next, select charge to buyer, insert RMA from Secondary, click next, complete authorization process, select "yes" to email customer return instructions.
If it is passed 14 days for a vendor item, what do you need to do?
Reach out to the vendor and verify if returning the item is still possible.
What is the most important thing to do when creating a label to ensure it is received?
Verifying the customer email.