NPR
Applied Credit
Verification
Returns
Order Entry
100

Definition of NPR

No Product Replacement 

100

What is the difference between a "Price Adjustment" and an "Applied Credit"? 

Price adjustment is processed on the item line and an applied credit by right clicking on the "shipped on" tab

100

True or False? 

When looking up a customer’s account, you can confirm the name on the account by reading it out to the customer. 

False

100

What is the return policy?

30 days from shipping date- full refund or exchange.  

100

True or False?

Regular shipping is free of cost.

False. Free if item or items purchased are over $99.  

200

My tracking says "Delivered by USPS" but there's no package; what's next?  

Wait 3 business days, if the package is still not delivered, we will replace or refund! 

200

What is the reason for an applied credit/price adjustment?  

A way to provide compensation back to the original payment method after the order has shipped and customer has been charged. 

200

True or False? 

One way of verifying a customer's account is by asking “Am I speaking to Omar Cruz?” 

False

200

RA reason code for damage/defective

Code 36

200

What is a "Normal Search"?

Using the first and last name or last name only, on the CC, along with the billing zip code to locate customer's account. 

300

Standard comment for UPS delivered but customer claims it wasn't! 

7600

300

1 reason for a Price Adjustment

Promo Adjustment

Courtesy Credit

Damage Kept

300

True or false? 

You may read the day and night phone number.

True

300

BT calls for their return status. Where can you confirm this?

1. Order level detail- Product line status

2. Customer email- return email confirmation

3. Order summary- Status Shipped/Returns

300

True or False?

Customer has agreed to sign up for the membership; it must be included on the same jewelry order. 

False. Membership must be submitted on a different order. 

400

What is the UPS Standard Comment "7500"

Onsite Inspection; package was delivered and shows sign of tampering and missing the contents. 

400

Customer exchanged an item; it is lesser in value than the original and a GC was processed for the difference. What reason should be used if the customer doesn't want the GC?

Void GC/Issue CC

400

What is the difference between the day and night phone numbers?

Day- Billing phone number

Night- Best Contact number

400

An item is not wanted/no as expected, I am not a VIP and my item is valued at $1230. Who is responsible for the return P&H?

The customer

400

True or False?

Supervisor approval is needed to give free overnight shipping. 

False

It is within the Agent's freedom to act to give the customer free express or overnight shipping. Order comments must also be noted with the reason why. 

500

Package delivered by UPS SUREPOST, item is missing and valued at $375. This order can be replaced. 

Yes, we will treat it as a USPS order. 

500

Where can we view if an Applied Credit was issued?

Order Actions

500

What is the two- step verification?

1. Name on file

2. Billing address

500
RA was processed on the web and label issued. Where can the tracking number be found?  

Level comments

500

Standard comment "Signature Required" is used when?

Order is over $1500