THE BASICS
To enter a manual ERT ticket go to the order number that the customer contacted you regarding
GET HELP WITH THIS ORDER
ITEM MARKED AS DELIVERED SAID THEY DIDNT GET IT
LCR
Low Cost resolution
SITE DIRECTOR
CAROLINE
Direct Contact
Follow Up (Outgoing)
Wrap types
the customer has 10-12 full refunds
MOI
HCR
High Cost resolution
L4
BIG CODY
The customer cannot be a Wayfair employee
The customer cannot have a managed B2B account
The customer cannot be part of the Tried and True Program
Eligibility for ERT
Every order, or nearly every order, has at least one high-cost resolution
DEFINITE TRUE POSITIVE
BONUS QUALIFIER
ADHERENCE
WAYFAIR WAS BORN
2002
The Professional
The Casual
The Opportunist
The Unlucky Customer
Types of ERT Customers
Types of Segments
DFP
LFP
LTP
DTP
HEAVIEST WEIGHTED
AVERAGE DISCOUNT
REPEAT RATE
ERT CREATION YEAR
2019
ERT Account Managers have 3 sources of work
Emails to ExecutiveResolution@Wayfair.com
Direct Line phone contacts
ER Tickets generated by the frontline or other teams.
Incurs incidents with some regularity, possibly with a high rate of high-cost resolutions, but typically has proof that these incidents are legitimate
Likely False Positive
terms of service with suppliers, carriers, internal teams, etc
Service Level Agreement
ONLY TEAM TO TOUCH OUR TICKETS
CAT