BC # of Tickets & Titles
2 Tickets-Other+Other
If you receive an update (photos) regarding another reps claim, what should you do?
Reassign all claim related emails to the original rep (as long as the rep is not OOO). No need to thank the customer for photos. If received in Briefcase, reassign ticket and then the case to the rep the Claim belongs to for ownership purposes.
What is the new education process to take when a customer asks "When will I receive my order?"
1st-educate customers on how to find this information using the “When Will I Receive My Order?” link in the cart page.
2nd-If a customer states that this link is not available for them, then we should provide an estimate for them.
A customer's IP address is blocked
Who is your TL?
How much does it cost to re-route an address for Common Carrier orders after shipping? Ground?
Common Carrier-Per shipment: $55 (Same City/Zip) + tax AND $110 (Different City/Zip) + tax
Ground-$9 + tax (per package)
A refrigerator is dead upon arrival and the customer wants a reshipment.
1 Ticket-Defective/Warranty
What is the dollar threshold for resolving under small claims?
What is $100?
What are the 2 new team email addresses for Quotes and Tax?
customquote@webstaurantstore.com. Rather than having three separate email contacts for Customization, Quotes, and Special Orders, they now have a single email contact for the entire team.
taxexempt@webstaurantstore.com More fully encompasses what they do.
A customer is trying to steal our photos and content from our site.
Email WebContent: WebContent@webstaurantstore.com and CC your TL.
Include a link to the site and any other potentially pertinent information
What is the new process when a customer requests a status update on a CC shipment OR if they want a new ETA because their ETA on the carrier's site has passed?
1. Ask the customer to call the carrier directly.
2. Provide the carrier’s phone number ( link) and the customer’s applicable PRO# from their order.
3. Close case
You grab a duplicate unassigned case.
Added ?-What additional step would be needed?
1 Ticket-Attempted Contact
Merge the case to the case already open.
True or False: I need to wait for the POD photos to file a claim.
FALSE
Start the claim right away even if we do not know which items are damaged or missing. If unsure which item, pick any item in the shipment. With only 5 business days to file a claim with the carrier, it is essential that we start the claim as quickly as possible. Our Claims team can add or change the information on the claim later. If it has been beyond 5 business days since the damaged delivery was received, please start a claim. Our claims team keeps record of them on the back end. If you are waiting on details/pictures from the customer, note this in the claim.
What is the new QA edu requirement for the purpose of Pepper?
Pepper was created to save our customers time as they do not need to wait for the availability of a live Customer Solutions Specialist to have an answer to their questions-GREAT CANNED MESSAGE ON THE QA EDU GUIDELINE PAGE
You grab a case where the customer is threatening to go to the BBB (Better Business Bureau).
Who is Jason Rieker?
If you receive one of these in Briefcase, reassign the case to him. You do not need to reply to the customer.
True or False: We can reroute a package that has been delivered.
FALSE-Once a package has been delivered we are not able to change the address and reroute the package. The customer will need to resolve this on their end with the carrier.
The customer asks if they need an account to purchase on our site and wants to know the how much plates cost and how fast the plates can get to GA?
3 Tickets-Checkout, Pricing, & Pre-Order Shipping
What do you do when more than one claims tab opens when creating the claim in item issues?
A separate claim will need to be set up for each Pro #. (The only time that more than one claim tab will open where you do might not need to fill out all tabs that open is if the item Split shipped).
What is the new QA requirement for the timeline for pre-authorization to fall off?
What is 1 week?
Any Ordering Requests-if you need new monitor stands, mousepads, standing mats, pens, highlighters, toner, paper, etc
Who is Amanda Taylor? [I would also discuss this with your TL 1st and keep them in the loop].
True or False: Every time I use the traffic request button, I should use the "additional information for Traffic" button.
FALSE-Our goal is to AVOID using the “Additional Information for Traffic” box as much as possible.
The customer wants to set up net 30 terms and wants his current order to ship blind.
2 Tickets- Both Tax/Payments
If a customer is unable to send photos by chat, attach them the email we send in BC, upload them to their account, what is the last resort to get these photos for the claim?
As a very last resort option, customers can text their photos to us. To do so the customer should input help@webstaurantstore.com where one would normally put a phone number for texting. It will send us an email message to our Briefcase account. Make sure they include the order number in the body of the text.
IMPORTANT: To respond to the customer you will need to email them from the order in the admin. Do not reply to the text message.
What is the new name for Blue Tarp?
What are the 2 QA points we need to educate the customer on when a customer asks about Net 30 Terms?
What is Capital One Trade Credit?
1) Net 30 terms for Plus or eligible customers
2) Can take 24 hours to show in account after approval
If a customer sends in their CC # and we need to have it removed.
Who is payments? [Visit the PCI wiki page for the steps for removing the CC # from each method of communication]
How do you request a straight truck delivery?
How do you request for an account override --requesting a straight truck for all future orders?
Traffic Request button and select Carrier Authorizations.
Sales -> Customers -> Update -> Billing Info. This should be used sparingly as this request can cause disruptions to a terminal’s typical delivery process. Upon updating the customer’s account with this option, be sure to note their account that you took this action.