general
These details can be found in the Member Information Tab
What is name, points value, points expiration, DOB, and member tier?
The first step to take when a guest reaches out about unauthorized account changes.
What is guest verification and checking the audit trail for changes?
We can view the entire history of this, from when the account was opened to present
What is purchase history?
Help! I am not receiving any emails from Ulta, so I do not know what promotions are coming up.
What is KB - Not receiving emails?
We can update this information in the member information tab
What is the guest's name and DOB? (simple name change and 1tc for DOB)
This is where we escalate issues to when they are related to account changes, points redemptions, or orders the guest did not place
what is Inbox - Unauthorized Activities?
Bonus: Be sure to submit the right template
KB - Clarification – Categories of Unauthorized Activities, Fraud
When completing this action, we will always select "adjustment".
What is a points adjustment?
A guest calls in because all of a sudden her points are gone after a year of earning them. She did not spend them.
What is KB - Points - Expiration?
This is where guest services can view a guest's eligible promotions and when they were activated.
What is the promotional history tab?
After marking a transaction as unauthorized in LPS and leaving notes, this should be our next step.
What is sending a password reset request to GXP and advising the guest to reset the password to their personal email account?
Order number or receipt details
What information do we need in order to add a transaction for the guest? Note: we can only add transactions within 30 days as per KB
Somehow when I visited the store, the associate said they found two accounts.
What is KB - Merging Loyalty Accounts - Merge?
What is show details, then green plus/unauthorized activity?
We must gather all of the information here DIRECTLY from the guest before we can escalate to Unauthorized Activities inbox.
What is- the corresponding template for the guest's specific issue?
Bonus - this can be for unauthorized order, unauthorized account changes, unauthorized points redemption, etc. Each template has specific sections for the guest to verify verbally and we must ask for all of it
This is when and for how long we can add transactions to the guest's loyalty account
After 24 hours of the purchase (in-store) and within 30 days of the purchase
After the order ships or is picked up (online, store to door, BOPIS) and within 30 days of purchase
Bonus: KB - Missing Transaction Not Applied to Guest Account
I was supposed to get 500 bonus points for using my URCC! And 2x points, but I do not see them.
What is KB - Credit Cards - Points?