UPS Claims
How long does it take for UPS to conclude its investigation process?
5- 8 business days
New case or parent/child link
Client calls in on Monday regarding the delivery status of their order. On Friday, they call to initiate their return.
New case! This creates a history for that order.
Remember, a new case doesn't have to be created every time you receive a call.
True or False:
An order that fails will be refunded within 3 -5 business days?
False. If an order failed the 3D security protocol, this means communication between payment/bank and Givenchy did not occur, so there was never a charge.
Who am I?:
You can check if the client is registered or unregistered
SFCC = Commerce Cloud
what should be include when entering the total value on a UPS Claim?
Tax+ shipping + the value of item lost= Total cost of the claim
The client calls in wanting to continue with their reshipment request after speaking with an advisor earlier in the morning. To ensure there is no delay, you assist the client with their request where does the request go?
Reshipment log + notes in SF
Name the most important thing to note after creating a manual return label?
Writing down the new tracking number in onestock comments and SF case comments
Who am I?
You can find the tracking number to order here
onestock
What do you do next?:
The client is calling about their refund, there is no RMA created but it's arrived at our warehouse address:
50 Marcus Dr
Melville, NY US
11747
The return address is not the warehouse address, therefore a claim must be opened.
Congratulations! You've successfully placed an OOB. Where do you document the sale?
In order to receive credit, add purchase to OOB tracker for the month
I returned my order 20 days ago! Where is my refund?
Where do you check first?
SFCC - check for a returns tab
Who am I?:
You can also use this system to check if there is available stock in-store or online
Onestock
Using the reference code of the product, you can search one stock to see if the item is available. Sometimes, if the item is not available then the order may not process. for example, orders orchestrating over 48 hours may be related to stock.
Name the claim:
my total claim value is over $1,700
No Payment documents are required.
Result timeframe for investigation including payment of claim within 7 - 10 business days
UPS claim adjuster will contact the client via phone and email where payment is immediate and there is no check.
capital claim
You've just assisted and provided amazing white-glove service to a client and they wish to recognize you for that, what do you do?
Summarize the exchange and add to VOC
What Happened Next:
An RMA was created before UPS drop off and UPS tracking confirms the parcel has been received at the warehouse, yet it's been 17 business days
What is the Client Issue tracker?
Client makes an order and uses the wrong zip code. There is no tracking number, but it's too late to cancel. What can you do?
Wait till there is a tracking number and have the package intercepted.
The client purchased 5 items and they arrived in two parcels with two different tracking numbers. They are calling to report one item missing from each parcel. How many claims do you open?
2. Claims are opened using tracking numbers. it is important to match the tracking # to the claim or else they will be denied causing further delay
The client placed an order on Saturday and called CSC that same to for an update. Then again on Monday for an update and once more on Tuesday. The client has spoken to 3 different advisors each time. How many cases should we have?
one.
No new case should be created. Search the order number in salesforce to see if someone else has spoken to the client and include your case comments on their case and link your call to that case number.Do not create a new case.
What do you do first?
Client lives in NYC and just received their online order for the SLB. The boots are too small and they've decided to visit the Madison store to see what can be done. The store accepts the return. The client calls CSC to inquire about their refund as it's been 30 days since they went to the store to return the order
Contact the store with the order number or email the store to find the tracking number to determine our next steps.
Does an order number guarantee the order has been exported into onestock?
No. Confirmation numbers are given to any order placed online. If the order does not appear in onestock, check the payment status in SFCC = Commerce Cloud.