Claims
The Customer's Glass vase was broken inside of the package. What type of claim should be filed.
What is Process a Damaged item claim
Customer returned multiple orders together in the same box.
What is, DO NOT REACH OUT TO CHINA GROVE:If the order cannot be located or is not noted, the items will be returned to the customer on Day 8.
What day will the order ship out if it is placed on a Tuesday?
What is, The order will ship out by Thursday
Mickey and Minnie Mouse got Married in the Disney castle and all of their friends sent gifts. They want to send tank you cards and want to know who sent them a wedding gift.
What is, All Gift givers will be listed in the customer gift tracker in their registry.
The customer made her purchase in store and is asking for an adjustment for the sale price.
What is Store Contact Form
The customer received an incorrect item and has already return it with a preference return MRL.
What is file, a wrong item claim in CX Hub even though the customer has already returned the item.
Return was confirmed as being delivered back to the fulfillment center but the customer hasn't received credit.
What is, Track the package using the tracking # provided by the customer and verify it was delivered back to us. If it has been 7 calendar days or more, you should process a virtual return.
Travis placed her order and realized she used her old address and she wants to update the order with the correct address an hour after the order was placed.
What is, The order is in processing and the shipping address can not be changed after 30 minutes has passed.
The bride was upset because she had not received her completion code. She looked in her registry and check her email, but The wedding is 8 months away and she wants to use it online..
What is,
the Registry Completion Benefits (available online & in-store):
Andrea bought Jimmy Choo shoes in-store. She wore them in the rain and the fabric of the shoe started coming apart at the soles. The store declined her return because the shoes were worn and damaged.
What is advise the customer of the return policy. The item must be returned in a new resaleable condition. Bloomingdale's reserves the right to accept or to reject a return and the shoes re not returnable after being worn.
Bruce reported not receiving his order but the tracking shows the order is in transit and has not passed the 11 day in-transit period. Should a clam be filed
What is no, the customer should be advised of the estimated delivery date and provided with instructions on how to file a Non received claim if the it has not been delivered after the transit period
Customer returned multiple items but only received credit for one of them.
What is, DO NOT REACH OUT TO CHINA GROVE,:If item is less than $400 and has been at the fulfillment center for 7 days or more - process a virtual return. If item is more than $400 - submit a request for review with the Virtual Return Request Form
Tiffany is placing her BOSS order to be shipped to the store for pickup. What timeframe can the customer expect the order to be ready for pick-up?
What is, The timeframe for a Buy Online Ship to Store (BOSS) order is 5-8 business days.
The customer would like to apply their Registry Perks Benefit for 20% off to their Online order but you dont see the items discount in the hub
The Registry Perks Benefit (in-store only): The Perks offer is 20% off merchandise that they will need during the events leading up to their wedding.
Julia reported that her In-store order was not delivered. You searched in CX Hub but could not find an order. What kind of order does she have, where can the order be found, and how do you verify if it was shipped.
What is Store Send. The order can be searched in TH and the STC name and address will be found on the receipt. Located the order in Myship using the exact address form the receipt to find the tracking number associated with the order.
The customer First claim was declined. A second review was submitted and was also declined.
What is educate the customer that the decline of the second review is the Final Decision
Customer returned merchandise that does not belong to Bloomingdale's by mistake.
What is, DO NOT REACH OUT TO CHINA GROVE. Advise that our fulfillment center will send those items back to the customer. If nothing is noted by the fulfillment center after 7 days, we have not received any additional items with the return. No additional action will be taken. If the fulfillment center does locate the merchandise at some point, it will be returned to the customer. We do not accommodate in these situations as it was customer error.
Jacob was so excited to place his order with Bloomingdale's, He placed an order during his 1pm lunch and requested same day delivery. Will his order arrive today?
What is, No. Customers must place an order by 11 AM local time for same-day delivery and will arrive by the evening
Ava wants to place an order using her completion code but her event is not for another 3 Months. She really wants the discount to be applied today.
What is, educate the customer that they will not be able to use the code until after their event date and it will be found online from the main banner of their registry page.
Tony was provided with a UPS row label to return his store purchase. We tracked the return and it was received over11 days ago and the customer has not been refunded
What is, Submit a VR form and it can take 48 hrs to be processed
The claim was declined on a 3rd party order return and the WGT has noted/Return Declined by seller/Do not Escalate do not accommodate. There are Seller also notes from the seller in Mirikal with photos of the damages.
Customer returned Marketplace merchandise to the fulfillment center by mistake
What is, Advise the customer that the fulfillment center will send those items to the Marketplace vendor so the return can be processed. If you do not see a tracking number noted by the fulfillment center and it has been more than 7 business days since it was delivered, you can reach out via email (customerescalation_cg@MacysInc.onmicrosoft.com)
Susan ordered with Express delivery after she left work on Tuesday at 6:30pm. What day should she expect to receive her order?
What is, Friday because she ordered after 5pm
The brides mother is on the line reporting they received an Espresso maker but the item is still showing up in the registry on b.com. She wants it marked off of the registry list as purchased. The mother is not an authorized user in her registry but she is the gift giver.
What is, A registry gift giver can only request merchandise to be marked as purchased because they were purchased at another retailer, or the registry was not scanned at the time of purchase
Julie returned an item in the store that was reshipped to her but her receipt shows a refund for $0.00
What Is, Process a Claimless Virtual Return in CX Hub or Process VR Form if the button is Grayed out