Canada
What is the CA SP LIT policy?
10,6,3
What is the US SP LIT policy?
10,6,3
What is our goal of photo upload on high cost resolutions?
50%
Can RSF be waived without impact to compliance?
Yes, if we see the green checkmark!
What infohub do we need if a customer is claiming an order is fraudulent?
How many days to CA B2C customers have to return items?
30
How can a CT request an address change before an item has shipped? And after?
Submit address request change or after shipped, FedEx Delivery Manager
What is the best resource for identifying exactly what part is needed?
Assembly Guide
How many days do B2C have to return vs B2B?
30 vs 90
3 step rule, disconnect and send manager order number to esclate
How many total tracking numbers will we have for an item coming from the US to CA in 3 boxes?
6
What link can we provide to customers who want/need help signing up for FedEx Delivery Manager?
Customer states that their rug is more blue than they expected, what are your next steps?
Empathy, request photos, probing questions, if determined color shading issue, run return.
Can we process a reroute on SP items?
No
Why are some items almost immediatly ineligible for cancellation?
Many of our warehouses are automated and begin that "prepare for shipping" process very quickly to get items to CT ASAP!
What do you do in CA incident returns where the only return method is customers own method?
Incident return exceptions ticket
What is the best place for US customers to track the status of their orders and order changes?
My Account
Where are the majority of those hidden "missing" pieces on bed frames?
Headboard
What information can you provide customers when scheduling a pickup to help with FCR?
Tracking number, FedEx pickup confirmation number
How do we handle situations where a customer has been charged through a financing company but we have no order?
Send an email to them confirming we are not able to locate an order and advise the CT to make a claim with the finance company.
What do you do if a CT calls stating they are being charged a customs fee from FedEx?
If they have paid, request a photo of receipt and put in a refund issue finance ticket.
If they have not paid, contact FedEx CA (866-338-0456) and provide our accoutn number (684097687 ) for us to be charged.
Where can we search a specific PO to find all the information needed related to that item?
Order notes
What is the best LCR for FCR and why?
DTK because you are able to resolve the issue fully while you have the customer on the phone!
How many hours in advance should you scheudle the return pickup to ensure FedEx has time to get the request?
At least 48 hours!
What is the best way to start a call up for success?
Genuine empathy!