Can You Make A Change?
"My order just got delivered and I forgot to add AirPods. Can I add that now?"
What is no. Advise or assist the customer with placing a new order for the AirPods.
"My HomePod Mini was marked delivered, but it is not here."
What is issue a one time replacement to the customer ($0)
**Tip: Make sure the customer know this is a one time exception. No SEMS needs to be submitted at this time because item is under $150.
Order is handed off to the driver.
What is Out for Delivery or In-transit.
“Fear is the path to the dark side. Fear leads to anger; anger leads to hate; hate leads to suffering. I sense much fear in you.” + 500 bonus pts
What is Star Wars.
**Bonus: Yoda!
"I goofed and forgot to change my billing address. I see my order is processing, can I change that?"
What is yes!
**Tip: Empower the customer to make changes themselves on OLSS. It is the most helpful resource for them!
"My order is outside the timeframe I selected. I see the driver is out for delivery now, but I don't want the order anymore. I want a refund."
What is advise the customer to refuse the delivery.
**The courier will then take the order back to the Apple Store where a refund will be processed by the Apple Store team. Inform the customer that they will receive an email once the refund has been processed.
An invoice has been generated.
What is Ready for Pickup.
"It Must Be A Fragile System If It Can Be Brought Down By Just A Few Berries." + 500 bonus pts
What is Hunger Games.
**Bonus: Katniss!
"I see my item is Ready for Pickup, but I need to reschedule my delivery timeframe. Can I do that?"
What is no.
**The delivery timeframe cannot be changed in this status. If customer is not home during delivery, their items will be returned to the store for a refund.
"My iMac was marked delivered but, I've been home all day and no one showed up."
What is submit a SEMS for signature/delivery dispute.
**See PR5295 for steps on how to submit that SEMS request.
A notification has been sent to the courier, upon item set aside.
What is Preparing to ship.
“If you eliminate the impossible, whatever remains, however improbable, must be the truth.” + 500 bonus pts
What is Star Trek.
**Bonus: Spock!
"The last representative told me my order is being prepared to ship, but I want to cancel the order now. I no longer need the item. Can you cancel it?"
What is yes!
Initiate a Return for Refund.
**A ZBRE line will be created in Toolbox, for a refund for the customer. They will not need to return the item since they had not been delivered.
"My order says processing still and it is an hour passed my schedule delivery time window I selected at checkout."
What is offer to cancel and place a new order or offer the customer to wait and see if their order could be delivered by end of day.
Driver has been assigned to the order.
What is Ready for Pickup.
"We are only as strong as we are united, as weak as we are divided." + 500 bonus pts
What is Harry Potter.
**Bonus: Albus Dumbledore!
"I just placed an order, and I got an email that my payment got declined. I want to add a new card to the order. Can you do that for me?"
What is yes & no.
We can help assist with our over the phone support team or the customer can add that new card online on OLSS. We cannot take payment information over Chat.
**If your customer isn't eager to call in, empower them to try to add that new card themselves online through their order status page.
"My order says ready for pickup, and it is 30 minutes outside of my delivery window."
What is advise their order is being assigned to a driver or offer cancel order for the customer.
**Keep in mind, we should not be manually refunding the shipping fee in Toolkit. Customer will be refunded for their shipping fee automatically if their delivery time window was not met.
Driver is within 500 meters of the delivery location.
What is Shipped or in-transit.
"Part of the Journey is the End" + 500 bonus pts
What is Avengers Endgame.
**Bonus: Tony Stark or Ironman!