Delivery
Every wine delivery must have a signature from someone at least how old?
21
The 'Next case due' date on the wine club screen means that the next shipment will start preparing the ________ that date.
Week Of
How many save attempts must you make for every wine club skip or cancel request?
2
In addition to selecting the number of items and which items need to be returned or replaced, you must select what information for each item being returned/replaced?
A return reason or replacement reason
Which button would you click on the order summary screen to update a declined payment on an order?
Fix Payments
A re-route (address change) request on an oder can only be made to another address in the _____ state
Same
Which button on the Wine Club screen would you use to update the customer's delivery address for future wine club deliveries?
Payment and Shipping
Complete this sentence: What part of the wine club ___________________________?
Is not working for you?
Is the $2.79 Adult ID Verification fee charged per item, per box, or per order?
Per order
When updating the payment for a declined order, what else should you ask the customer if they'd like to do?
Update the payment for future wine club orders
To delay delivery of an existing order in a state other than Indiana, the customer must contact who to arrange a delay or hold for pickup?
FedEx
If a customer would like to receive their next case sooner than scheduled, which option under Delivery Options would you select?
Bring Case Forward
You must always confirm which piece of information when processing a skip or cancel request?
The date of the last delivery
How long does a Paypal refund take to process?
Up to 30 days
If an order with "on account" payment is returned according to tracking, and the customer would like the balance removed, how should you handle this?
Process a return in Grapevine
If an order has been delivered to a apartment complex, office building, or any other multi-resident location, name one location where the customer should check to see if their delivery is being held?
"Front Office Mailroom Concierge Desk"
True or False: In states where FedEx handles delivery,you can select a pickup location for all future orders.
TRUE
If a customer's reason for cancelling is that they have too much wine, what should be your first save attempt?
Delay the next delivery, plus a discount
What extra step must be taken every time an order containing an egift card is cancelled or returned?
Create a task to cancel the egift card
If a customer is NNP and we take payment for their outstanding balance, but they want to order immediately, what should you do?
Raise the issue to your Team Leader/Supervisor
Customers will receive their tracking information via what kind of commmunication when their order is on its way?
Name one payment method you cannot assign to future wine club deliveries via Grapevine?
"Check On-Account Grapevine"
What must you always do in Grapevine before attempting any cancel save option?
Click the Cancel Club button
If we have made multiple attempts to send a customer a return label from Grapevine and they have not received it, how should you handle this?
Create a task to the Return Labels category to send a new return label
If a customer is NNP and we take paymment for their outstanding balance, how long does it typically take for the NNP flag to be removed from the account?
7 days