TouchPoint
CRM
Secondary
Borderfree
UPS Label
100

What is TouchPoint?

logging and answering calls

100

Where are your active cases held?

CRM

100

What is Secondary?

Secondary is utilized for online orders.

100

What is Borderfree?

Our International Order System

100

What is a UPS return label?

Label used to return items back to David's Bridal.

200

How do you change your extension in Touchpoint?

Click the flower design on the tab. Click the wrench and screwdriver. Click "Change your extension." Type in Extension. Click change. Click Close.

200

How do you create a new case?

Click the button "+ New" in the upper left hand corner.

200

How can you search for a customer in Secondary?

Utilizing Last Name and Partial first name, Email, Phone Number, OR Order Number.

200

What tab is the order contents under?

Order Details

200

When do you create a UPS label?

During a CSI (Wrong item, Dirty, Damaged, Incomplete, shipping cost was to expensive. etc...)

300

How to log out of Queues?

Click the flower and on the right click "Log out of Queues"

300

How can you search for a case?

Order Number, Name, Phone Number, AND/OR Email.

300

How do you know where the item goes for a return? (ex:DC, Bristol, Vendor)

Item Supplier

300

What tab can you re-send an email to the customer under?

E-mails

300

When you change the to/from address what is the most important thing to remember?

Click "Do not Save." Additionally, always check the to/from address when creating and ending the label.

400

How to transfer a phone call?

Click the magnifying glass, type in the name /extension. Hover over the agents name, tap "transfer."

400

How can you see if a customer is in our system?

Type the customers phone number in the search bar of the case.

400

What does "Pending Order" mean for non-international orders.

The order did not go through

400

What tab can you find the tracking number under?

Packages

400

What is the one thing you have to verify to ensure the label is received?

Email

500

How to select the Queue you want to log in?

Click the flower design on the tab. Click the maintenance (looks like a sun) button. Select Queue.

500

Where is the order entry form located?

Under "Automation Forms" in your case.

500

Do you refund shipping when creating an RMA? How is an RMA created?

Only if the item is damaged. And by clicking "create RMA."

500

What is the International shipping time frame?

It varies based on the country. Average delivery time is up to 16 Business Days.

500

When you are completed with the label, where does the tracking number go?

In the case

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