Easy Pays
A customer wants to use Easy Pay®, but their prepaid or reloadable debit card keeps getting declined. Based on policy, what’s the most likely reason?
What is: prepaid or reloadable cards can’t be used for Easy Pay purchases?
A customer says, “That host talks way too fast — I can’t understand what she’s saying half the time!” What should you record, and where?
What is Feedback under On-Air → Host?
A customer didn’t receive a Q Return Label in their box and wants to send their item back. What should you encourage them to do first?
What is: visit QVC.com to start the return or exchange and print their own label or QR code?
What is the QCard, and which company services it?
What is QVC’s exclusive credit card, serviced by Synchrony Bank?
A customer says, “I received the wrong color item — do I have to pay return shipping?” What should you do?
What is: mark the return reason as a QVC error so the Q Return Label fee is waived?
When does the first Easy Pay® installment charge, how often are the others billed, and can the customer change the billing dates?
What is: the first bills when the item ships, the rest every 30 days, and the dates can’t be changed?
A customer reports their package arrived with torn packaging but the product was fine. They don’t want a refund or replacement — they just want QVC to know. What should you record?
What is Feedback under Delivery Services → Condition of Shipping Material?
A customer can’t print a label. What order should you offer delivery options for their Q Return Label?
What is: offer email first, then US Mail only if they don’t have access to email or a printer?
When should you transfer a customer to QCard Services at Synchrony Bank, and what is their contact number?
What is: for card servicing, statements, or billing disputes — transfer to 1-877-490-1787 (available 7 AM–1 AM ET, with 24/7 IVR payments)?
A customer asks, “Where can I see what I still owe on Easy Pay and when the next payment is due?” What do you tell them to do online?
What is: sign in > My Account > Order Status > choose Easy Pay > switch to “View By Month” to see upcoming installments?
A customer qualifies for the Easy Pay Support Program when they want help paying a large past due balance. What are the two qualifying thresholds for the number of installments and total dollar amount owed?
What is: ten or more past due installments, or a total balance of $400 or more?
A customer says they can’t log into QVC.com to view their Easy Pay® schedule and asks for a full list of upcoming payments to be emailed to them. What should you do?
What is an Activity under Easy Pay → Easy Pay List Request?
A customer used a Q Return Label to send back an item weighing 6 lbs. for a refund. How much will be deducted from their refund?
What is: $8.95?
What exclusive phone line benefit do QCard holders receive, and what does it do?
What is: the QCard Priority Order Line (1-800-600-1608), which moves cardholders to the front of the queue when ordering?
A customer asks, “Why do I have multiple Easy Pay charges on my statement this month?” What should you explain?
What is: installments bill every 30 days, and their card’s billing cycle may cause two to appear on one statement?
Easy Pay® eligibility is subject to QVC approval. QVC may review a consumer report to decide eligibility—what kind of inquiry is it, and how does it affect the shopper’s credit score?
What is a soft inquiry that should not affect the customer’s credit score?
A customer explains they’ve been unemployed and are struggling to make their next Easy Pay® payment. They ask if QVC can give them more time before their next installment bills. What should you do?
What is: create an Activity under Easy Pay → Extension Requests?
A customer used a Q Return Label to send back a defective coffee maker and asked if the $8.95 return fee will still be deducted. How do you respond?
What is: no—the fee is waived for QVC errors or defective items, and the full refund is issued?
What determines the QCard’s APR, and what is the minimum interest charge?
What is: the APR varies based on the Prime Rate, and the minimum interest charge is $2.00?
A customer says, “I want to cancel my Easy Pay order, but it already shipped.” What should you do?
What is: advise they can’t cancel after shipment; have them return it, and future Easy Pays will be stopped when the return processes?
A customer asks to change their Easy Pay® billing date. What’s the policy, and what one-time hardship exception exists—including the impact on new orders and processing time?
What is: billing dates can’t be changed, but Customer Service can request a one-time per year 30-day extension for hardship; the account is restricted from new orders until the installment is paid, and it’s processed in 7–10 business days?
A customer says, “You really should offer Easy Pay on all food and beauty items — that would make me buy more.” They don’t need anything done to their account. What’s the correct entry?
What is Feedback under Finance → Easy Pay?
A customer says they can’t get to a UPS drop-off location and asks if QVC can schedule a pickup for their return. What should you do, and what must you notate?
What is: create an Activity under Delivery → UPS Pickup Request, and notate for UPS to bring the label and give the customer the time frame—always be sure they know it’s in business days?
A customer says their Easy Pay installments are declining on their QCard. What is likely happening, and how should you respond?
What is: the card likely reached its credit limit; advise the customer to contact Synchrony Bank to make a payment?
A customer’s account is coded “DQ,” but they say they’ve paid everything owed. What should you do before sending an Activity?
What is: confirm all past due balances are paid and 24 hours have passed; if still DQ, send an Activity to remove the code?