Brand Info
What are our Phone numbers?
Reference website
True or False: Agents must create a BRAIN case for every contact they handle.
True
A consumer contacts an agent and inquires if the BRAND can modify or cancel their online order for them?
ICA based: NO, we cannot
FLUENT based: Yes, depending on status
What are the 3 pieces of information we request from a consumer to verify who they are?
Email, Mailing address and phone number.
Where do we go in BRAIN to modify or cancel an auto-replenishment for a consumer before it ships?
Order on Behalf
Which Additional Case Fields are required for every case?
Typology, Path to Purchase.
For Complaints > Lot Code and Place of Purchase too
After a consumer completes an online order, how long will it take for them to receive it in the continental US with ground shipping?
1 - 2 days for processing and 3 - 5 days for shipping
Does your brand test on animals?
NO.
Which carrier does your brand use and which days will they deliver orders?
UPS; Monday through Friday.
A consumer contacts about a product they purchase from our BRAND. The pump stopped working. What kind of issue is this contact?
Package Quality Complaint
If an agent finds that an online order has failed, which article should they refer to?
eCommerce Guidelines: WISMO
The consumer is concerned their total is a extra $1 more expensive then the website said. What is the name of the Knowledge Article where the correct response can be found?
ecomm Pre Authorization Charge
Are we able to resolve issues for consumers who have purchased products at unauthorized retailers?
NO, unless it's Health Related.
Where would you locate the OSF Emails and Emails sections to view the entire email thread?
Under More>Related on the Master Case.
What article should an agent use if the consumer reported a Promo Code is not working at checkout on the BRAND website?
eCommerce Guidelines: Trouble Applying Promo Code at Checkout
Are E-Gift cards refundable?
NO.
Does the brand website have a full ingredient list available for our products?
Yes
What do you do if there is no contact on the CPBB?
Add the consumer's info to the Contact Info section on the Master Case. DO NOT REJECT!
A consumer contacts about their online order and one of the three items they purchased is missing. Which Knowledge Article should the agent check to see their threshold for assisting this consumer?
eCommerce Guidelines: Issue With Order
If you received an Health Related contact and are NOT health related trained, what is the correct reason intent code?
Advisor Must Enter New Code