STH
Customer calls in to advise that its been 7th day after the ETA and there has been no movement on the tracking system the customer is calling in to find out when they would get their item, after you have checked convey you notice there is no movement, what options do you have
Fulfilment failure the order and help place a new order
Returns option for a BOPIS ORDER
In store return
Carrier pick up
Which Order Management system do we use for BODFS orders
Order Up
Customer calls in and advises that they order is showing delivered, but wanted to find out if we have the item how to check this
Check with receiving at the store
Tapelo is requesting for his shipping cost refunded as the item was delivered damaged and would also like to get the new order processed and have the shipping cost waived would we wave both yes or no
no
The customer is calling to advise that today is the ETA and they still are seeing the item stuck on delayed status, how do you take care of that customer
advise the customer to wait for 5 days as the item seems to be delayed
Locker code/ QR code
Order confirmation number
Valid ID
Jobsite pick up
Return in store
The customer asks you what pick up options do they have
curbside
customer service
pro desk
Mseli calls to advise that they have purchased a gift card worth $2000 by mistake and is looking to get this refunded how do we take care of Mseli ?
Advise the gift cards are non refundable
Which system would help us with applying a mark down for our STH order
Home
Bayanda purchased a bed frame and has received an email confirming its ready for pick up , however now would like to get the item deliverd to him home, would we be able to change the fulfilment type to BODFS? yes or no
No
Olwethu is looking to get her chest of draws to be delivered assembled as she not sure how to get this done by herself how do we take care of Olwethu ?
Reach out to the store and submit the request
Queen calls in to advise that her BOSS order is being shipped to the incorrect store and would like for the order to be rerouted how do we take care of her
Cancel and reorder
Mr Ntuli calls in to advise that they had received a promo code from the HDCC for signing up but the promo code did not work how to take care of Mr Ntuli
Transfer to HDCC
The customer calls in advising that they have received a vanity with damaged draws, when you check the item is fulfilled from a DFC . what options does the customer have
Return for a full refund or markdown to keep the item
The status of an order is ready to " released "and the customer would like to get a refund as they have changed their minds. would we issue a refund to the customer yes or no, and how can we take care of the customer
no we would not due to the fact that they would have to return the item for a refund at the store
The customer is looking to advise that they would like to cancel their BODFS order because its taking to long to ship or have an option to pick it up in store what do we do ?
change the fulfilment type to BOPIS
Sonita calls in and says she would like to cancel her order when you take a look its on shipped status, what do we do ?
Cancel the order
Sithupha calls because they saw an out of stock item on Amazon Prime and would like to get a price match , what do we do
we do not price match
The customer ordered a faucet however the item now is on special buy on our website, the customer is looking to get a price match but when you look at the order it has already been marked down due to the inconvenience with delivery delays, do you price match the item yes or no ?
Yes we would price match the item
Siphesihle ordered a shower panel, it is ready for pick up but he calls and says he will not be available for the pick up what options can we present to him
extension for an additional 7 days or ask if there is someone who can pick up the item for them
The customer is looking to get an update on the order for the set of tools they ordered but when you take a look at the Items its showing delivered, on the same order we have a light which was delivered and the customer has confirmed this, how would you take care of the customer
Reach out to the store notify that we have a missing item which is marked as delivered when the customer has not receive it
You get a call from the store representative asking if you can reorder the item for the customer as it was delivered damaged without the customer on the line how do we take care of this
Reorder on home and confirm the ETA
Nabeea calls in for a return however when you simulate you get a "The Retail Equation" pop up how do you take care of her
provide TRE contact number , Transaction ID , and advise they would need to provide their full name address and Phone number