Show:
Verification
What We Can't and Can Share
SNAP Categories
SNAP Categories
SNAP Categories
100
What information needs to be verified in SNAP?
What is: First and Last name email address phone number
100
What information can we release from an order if a third party is calling in? Name 4
What is Gift Card/VGC values and card numbers Items ordered and pricing Promotions applied Order number Tracking number(s) The name of the bill-to on the order
100
Customer called in stating she did not receive her kohl’s cash
What is kohl's cash- Did not receieve
100
Customer called in stating she forgot to add a promo code to their order
What is Promo codes-issue placing order
100
Customer called in to check status of order and has been over 10 days since order was placed
What is Shipping time-passed
200
What do we need to verify in GS2
What is: Email address Account number Last four digits of the Social Security Number Date of birth Previous account transaction data (amount/location of last purchase/payment) Last four digits of the bank account number on file for ACH or debit card payments
200
What can't I say to a DS Vendor and eFC/DS shipping carriers? "Direct Ship" (whisper) list 4
What is: Any information about a sale price Any information about our discounts or promotions Shipping fee charges Customer credit card information or any other form of order payment What our customer actually paid for the item (only provide the retail value of the item)
200
Customer called in stating she wants us to resend her a new rewards card
What is Enrollment questions/linking kc to y2y
200
Customer called in needing to take off an item off of a registry
What is purchases
200
Customer called in stating she received someone else’s online order
What is Wrong item Received in order
300
What information needs to be verified when you receive a whisper "direct ship" call?
What is: Nothing. We just offer the information the vendor needs from us.
300
If a person calling in who is a third party what requests can we not make towards an order? list 4
What is: A release of funds form and/or contact the bank Reorder any missing or damaged items Make any changes to an order (including cancellations) Place an order using the customer’s information Requesting a new Kohl's Charge Card
300
Customer called in stating they need a packing slip to send in so she can receive her rebate
What is Promo codes- mystery sale code issue, ect.
300
Customer called in stating she received an email her shopping account email was updated and she did not authorize it
What is Shopping account take over
300
Customer called in wanting to know if her order was placed since she never received her confirmation email
What is No email confirmation received
400
What is the third party verification for Y2Y Rewards Account
What is: Caller’s first and last name Primary Reward account holder’s first and last name The phone number on the account The full email address on the account Relationship to the customer
400
If a customer who is calling about an order who is a third party, what information can we not release to them?
What is: Address on the order Form of payment, such as any credit card information
400
Customer called in stating he wants to place an order but he does not have his kc
What is credit/kohls charge inquiries
400
Customer called in wanting a shipping return shipping label
What is returns
400
Customer called in stating her order is being shipped to the wrong address and wants to update address on order
What is Shipping time-not passed/modify order (customer initiated)
500
When resetting a password for a registry, what do we need to verify?
What is: The name of the caller The name of the co-registrant The complete contact address The email address on the shopping profile
500
What information can I share to a DS vendor and eFC/DS shipping carriers? "Direct Ship" (whisper); Name 4
What is: Recipient contact information Purchaser phone number (if needed) The item name, brand, color, SKU and retail value Tracking information Information to answer a vendor’s specific concern (generally, there is a corresponding case or email)
500
Customer called in stating she was promised a $50 accommodation on next online order with reference#
What is Pricing-price matching/adjustments
500
Customer called in asking if we could backorder/rain check an item that is not available right now
What is Product-product questions & availability
500
Customer called in stating she was receiving error messages while shopping online at kohls.com
What is Website issues