Shipping Info
When are most Chewy orders delivered to customers?
1-3 days.
What is the name of the tool that agents use to track orders?
Shipper Dashboard.
True/false: When tracking an order, it goes beyond just providing the customer with an ETA on their order?
True.
What is the order minimum for the customer to receive free shipping?
$49.
What are the 3-components that create the Chewy Experience framework?
Exceptional, memorable, and reliable.
How do you transfer an incident to a specialty team?
Disposition the incident in Oracle.
Where is the Shipper Dashboard located?
Oracle.
What happens when items ship in separate boxes?
-Their order will arrive at separate times.
-They will see multiple charges on their payment method.
-They will receive multiple emails with different tracking numbers.
How are customers notified when their order ships?
Customers will receive an email notification.
True/false: Although there are many different outcomes that can happen with this contact type, at it’s core is about making sure the customer and their pet are taken care of in the short-term and long-term.
True.
Which contact reason would you select for this contact type?
Order Status/Where is my order? > Shipment Tracking/ETA > Tracking/ETA.
What do actions mean in the Shipper Dashboard?
Actions include recommend resolutions for a customer's order.
A customer calls in to report that they only received some items from their order. What should you check for first before assuming the items are missing?
Check Shipper Dashboard to see if their order is shipping in multiple packages.
How can customers track orders?
-Customers can click on the tracking information in their email.
-Customers can check the tracking of their orders through Chewy.com.
What are the rational needs of customers?
The specific assistance a customer requests.
What is the name of the KB article that contains Chewy’s Delivery and shipping information?
"Where's My Order?"
How will you know when there are wide spread weather delay that are affecting multiple regions?
There will be an announcement at the top of the shipper dashboard.
If a customer located in NY places an order and it ships from one of our warehouses on the West Coast, will they receive their order in our usual timeframe?
No.
Where can customers find information about our shipping timeframes?
-Front page of Chewy.com.
-FAQs.
What are the emotional needs of customers?
How the customer wants to feel about their experience.
Orders can be delayed for many reason including what?
-Weather
-World Events
-Natural Disasters
-FedEx Capacity
Before you begin working on a resolution when tracking an order, where should you look first when checking the Shipper Dashboard?
Actions.
Why isn’t a replacement an effective resolution when a customer’s order is delayed due to weather?
Their replacement order will take minimum 1-3 days to arrive to our customer, and will likely be delayed by the weather as well.
How can customers see if an item will not ship within our normal shipping timeframe?
There will be an icon on the item page detailing the shipping timeframe for that particular item.
Determine the possible emotional needs behind the customer’s request in the following scenario: “Hi, I’m calling in to see where my order is. It’s been more than 3-days and I still haven’t received my items…”
Customer is concerned because they were relying on our advertised 1-3 day shipping to make sure their pet’s items arrived in time before they run out of supplies.