Show:
RANDOM
SHIPPING & CARRIERS
REFUND & RETURNS
EVENT CHEAT SHEET
NRHL|Hautelook
100
What is Lost in Warehouse & how long do we wait to deem the a package LIW?
A package has been assigned shipping and label but has not left the FC. 12 BD
100
What 2 expedited shipping options do we offer and what are the costs?
Next BD- $25 Two BD- $15
100
The SSRS report is used to...
Determine if a return made to the FC has been marked pending in error and can be completed.
100
A freight refund cannot be issued if a customer purchased from which event?
*Drop ship
100
What is a Surcharge?
A surcharge is a 20% tax applied to all international orders any time a package is being delivered outside the United States of America
200
List 2 criteria for Price Match.
*The item, brand, style, size, and color must be the same as on our site. *Customer must provide a valid link to the competitor's site to confirm the price *Item must be live on the competitor site and NRHL
200
List 2 criteria for combine shipping.
*International orders are excluded from combine shipping. *Drop ship orders are excluded from combine shipping *Customer placed more than 2 orders from the same HauteLook event.
200
What adjustment type is used to refund a return shipping label?
RMA Refund
200
Which carriers are used for Drop Ship?
*Ceva *UPS Freight *Fedex
200
What is the cart timer for NR.com and HL?
N.com- 45 mins HL- 15 mins N.B. NR.com is now 30 mins
300
When does compensation, promotional and return credit expire?
Compensation Credit- 90 days Promotional Credit- 90 days Return Credit- never expires
300
What does UPS and Ontrac tracking start with?
UPS- IZ OnTrac- C
300
What is the name of the carrier that we use for returns, what is the return time frame to the FC and how long does the FC takes to refund a customer?
USPS, 7-10 BD, 3-5 BD
300
List all events, the shipping time frame and process.
*Owned Inv/Pre Event- 1-3 days, ships from the FC to the customer. *Post Event- 2-3 weeks, items ship after the event has ended. Ships from the BP to the FC then to the customer. *Drop Ship- 2-4/4-6 weeks, items ship directly from the brand partner to the customer.
300
What is on hold?
On Hold means a customer has the last of the item in their cart, but have not yet purchased the item.
400
What are the return time frame and fees for US, Canadian and Australian packages?
7-10 Business Days- $5.95 15-17 Business Days- $10.95 20-25 Business Days- $25.95
400
When do we file a tracer? What is the time frame to file a USPS tracer?
A tracer is filed for packages marked delivered but not received by a customer. USPS- 8 BD N.B. All other carriers- 24 hrs
400
When a refund is processed or you provide refund status to a customer, what 3 information should you give the customer?
The amount, payment type & last 4 digits of the card used, refund time frame, expect a refund confirmation email.
400
Define any 2...With Brand, Ordered, Pending Return & Short?
*With Brand: Used when the inventory is still with the brand and has not been received in our FC or shipped to the customer. *Ordered:Used when an order was just placed or before it begins the shipping process. This status is used for all event types. *Pending Return: Used when the customer or agent has processed a return on an order. *Short: Used when we did not receive the full inventory from the brand and are unable to fulfill the item. FC will complete the return and an email will be sent to the customer regarding the inventory discrepancy.
400
What is FAS and 3 refund reasons we can select?
Financial Adjustment System. *Tender Change *RMA Refund *Taxes *Surcharge *Freight Refund *Subtotal *Late Return, Remove fee
500
Time frames. How long does email preferences take to update? Refund to OFP?
*5-7 business days *3-5 BD
500
Where do we file a tracers for UPS, USPS, Ontrac, Fedex, Landmark?
UPS- Campus Ship All other carriers- Service Now/Coco
500
List 2 criteria for RTS packages.
*The package has to have been shipped with OnTrac or UPS *The tracking states the package is being returned to sender *The value of the package is over $75 *The package is being returned to the San Bernardino Fullfillment Center
500
How long/(what status) do we have to cancel & change the shipping address for Post event and drop ship orders?
Post event- ordered, with brand Drop ship- while the event is live N.B. Remember: Owned/Pre-event- 2 hours after the order has been placed
500
List 3 filter options available on our website.
*Item type *Size *Colour *Prize