Shipping Timeframes
When does the shipping time frame for an item begin?
When is the next Business Day after PO/Pickticket has been generated?
We can always guarantee a member a redirect will be completed when sending to T2.
True or False?
What is False?
What are the THREE delivery methods our freight/carriers (LTL) companies use for Costco.com items?
What is:
1. Curbsibe delivery
2. Threshold delivery
3. White-glove delivery
Once an RA or online self service return request is completed, how long does it typically take for our members to receive UPS labels to their email?
What is up to 24 hours if not instantly?
There are 2 points in the order process in which it is acceptable to discuss the possibility of compensation with the member. What is one way?
What is once the order has been delivered and no further issues remain?
Where can you locate the Shipping time frame exceptions?
Where is SOPs > Status/Changes?
If a member requests a change of address in the same state for Order #689063244. What process should you use?
What is LTL Redirect request for over $2000.00?
When calling UPS what is the shipper number you need to provide?
What is 786W2F?
For items that fall under the 90 day return policy, when does the 90 days begin?
What is the day after tracking shows delivered?
A member calls in because they forgot the membership number on their order. They received a 5% non-member surcharge on their order. You were able to verify them in MBA9 as an active member. How would you refund our member?
What is submit an Oracle form for non-member surcharge, and advise the member they will receive a credit back onto the credit card used?
If an item has a delivery timeframe says 4-6 weeks, What is the shipping timeframe?
What is 11 business days?
We can redirect a FedEx shipment.
True or False?
What is False?
A member calls because they received a call from the carrier advising the delivery is coming Curbside. They want to upgrade the shipping to White Glove. Is this something that's possible for YOU to change?
***100pt Bonus question***
When can a member request white-glove service?
What is NO?
Are members charged for exchange orders?
What is NO?
Your member calls in because they ordered item# 826920 on 06/20/2018. They are now requesting a price match in the amount of $7.50 off for the sale that started on 06/29/2018 and ends 07/23/18. (Pretend today is 7/18/2018) How would you assist the member?
(There are no other credits on the order and member used a Visa.)
What is key a Quick Credit for $7.50?
Our member ordered an item with a 3-5 business day delivery time frame. They ordered the item on 05/04/2015, PO created on the same day. It's now 05/13/15 and the member is calling to question why the item has not shipped. Is this particular item inside or outside delivery time frame and what would you do next?
(HINT: look at SOP's and pull up a calendar with the correct year)
What is Outside of delivery time frame?
What is send SR to T2 Standard?
We may be able to intercept a UPS shipment on our account, but should offer the member other options first.
True or False?
What is True?
Which carrier do Spring Hill Designs use?
What is Metropolitan Warehouse?
BEFORE you key an RA, where should you look to make sure there are no previous active RAs?
What is OMS > Available Views > Linked Orders/ RA?
Member calls in and says that the carrier missed the scheduled appointment time and NOW our member wants compensation for having to take a day off. How much can you give him without having to ask approval?
What is $50.00?
When a large freight item is being shipped to Hawaii, it is sent to California to be shipped out. How much longer should the member expect to wait for the item to arrive on the island if its being shipped to Maui, HI (once the boat hits the water)?
What is 2-3 weeks?
The member is requesting an address change for their LTL order. If your supervisor advises you that an address is unable to be verified, what would your next step be?
What is submit 'Address Change Approval' form, transfer the SR to T2 redirects, and read member the Address Change Request script?
You receive a call from our member who advises they received an email with UPS tracking 48 hours ago. However, it still is not pulling up on the site. You then attempt to contact UPS, as it shipped from our depot, with no success of resolution. What is your next step?
Key RA for "I didn't receive it" and close issue as FCR, per the lost and short shipped procedures.
A member needed item #1200934 picked up and returned. They are curious as to how its going to be returned, and how long they will have to wait for the refund?
What is Item will be picked up White Glove, and member can expect to have their refund within 2-3 business days from pick up?
A member calls you because they were supposed to be tax exempt on an order. How would you assist our member?
What is direct the member to Costco.com>Customer Service Search "Tax exempt" Choose option of "How to purchase for tax exempt or resale on Costco.com?" ...and advise member to complete the form and submit what is needed to the information on the form?