Fun Fact
What does ABIR stand for?
Additional Borrower Information Requested
What is one requirement for a buyer’s remorse return within the ITT?
item must be factory sealed
Tool used to review lost/ stolen & return form responses
ReturnGo
For all other return reasons, what macro will be used when providing customer with label?
#RE - Return Label
Which items cannot be returned if not factory-sealed?
Fragrances, electronics, and designer brands
If you requested more pictures, what status will you flip it to in the ITT?
New Picture Requested
Which items are not accepted for return if they are not in factory‑sealed condition?
Fragrances, Electronics, Designer brands
For a replacement, the original shipping address is always used, regardless of the reason for replacement.
True or False
False
Tires must be unmounted and unused in order to return them for buyer’s remorse.
True or False?
True
What message might Best Buy send if an item cannot be delivered to a specific zip code?
Delivery not available for this client address; Product not available for order zip code (product not currently available to fulfill within SLA for this address)
When is it considered a non-returnable status for an electronic item?
Item removed from the factory seal
If you confirm that an electronic or fragrance is removed from factory-seal, what macro will you send to the customer?
#RE - non-returnable, not factory sealed
What tool is primarily used for tracking credit issues and actions?
ITT
An item cannot be/hold a charge, Turns off unexpectedly, Stops working as intended, or Slightly works with some irregularities (i.e. a TV can turn on, but the picture is distorted and/or discolored)
What is the resolution type for a delivery unavailable issue?
Full credit
If the item is misdelivered, we do not ask for a police report, regardless of the value of the item.
True or False
True
What constitutes as visible damage?
Broken, ripped, torn, and/or dented pieces and/or portions of the item
A __________ credit is issued when the reason is damaged, defective, wrong item (returned), customer-requested cancellation, lost/stolen, lost in transit, or return to sender due to a carrier issue.
Full
If multiple POs are missing from a vendor's system, what action should be taken?
Escalate the issue immediately
If a PO/SKU is backordered and expected to ship more than 5 business days later, what should be done?
Send #OM - Confirm Cancellation
If the credit was not successfully created you will see the credit is only in a ‘Submitted’ status, what are you expected to do?
escalate to Post-Shipment Support esc with a screenshot
If multiple POs are missing from a vendor's system, what action should be taken?
Escalate the issue immediately
Name 4 acceptable return extension exceptions.
Family Emergencies, Hospital Stays, Permanent Disability, & Natural Disasters
If Delivery is unavailable, we will issue a partial credit.
True or False
False
How many times should the user be contacted before canceling an order due to an unconfirmed address?
3 times