EASY PAY MASTER CLASS
These cards cannot be used for Easy Pay because they cannot authorize recurring installment billing.
“What are prepaid or reloadable debit cards?”
A customer says, “That host talks way too fast — I can’t understand what she’s saying half the time!”
Where should you log this?
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?
When a customer asks to add an item to a completed order, how should Order Services handle it?
Politely explain that items can’t be added once an order is complete, and offer to place a new order instead.
A customer says, “I want all my Easy Pays to come out on the same day each month.” What should you explain?
“What is: Easy Pay billing dates are tied to each order’s ship date and cannot be changed?”
A customer reports their package arrived with torn packaging, but the item is fine. They don’t want anything fixed — they just want QVC to know. What should you enter?
What is Feedback under Delivery Services → Condition of Shipping Material?
You receive a call from a customer wanting to return an item. What order should you offer delivery options for a 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 wants to change a color or size on an order that’s already “Shipped.” Should OS transfer to CS?
No — neither team can modify a shipped order.
When a customer returns an Easy Pay item, this automatically happens to all remaining installments.
“What is: the remaining Easy Pay installments cancel once the return processes?”
A customer can’t log into QVC.com and asks for a full list of their upcoming Easy Pay installments to be emailed to them. What do you submit?
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?
What’s the difference between Feedback and an Activity?
Feedback is for comments and suggestions; Activities are for action requests.
Easy Pay eligibility may involve reviewing a consumer report. What type of inquiry is it, and how does it affect the customer’s credit score?
“What is a soft inquiry that does not affect the customer’s credit score?”
A customer says they’ve lost their job and are struggling to make their next Easy Pay payment. They ask for more time. What should you do?
What is create an Activity → 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?
If a customer insists on a supervisor callback after a complaint, what should you do?
Submit the complaint Activity, then reach out to the escalation line.
A customer is facing financial hardship and needs more time before their next Easy Pay installment bills. What exception exists, how long is it, and how often can it be used?
“What is: a one-time 30-day hardship extension per calendar year, requested through Easy Pay Extension?”
A customer says, “You should offer Easy Pay on all food and beauty — I’d shop more if you did.”
They don’t need anything done. What is 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 calls to place an order but says they accidentally created two customer accounts under different emails, and now one account shows past Easy Pay issues while the other does not. They want everything “merged” so they have one clean account.
What should Order Services do?
“What is: explain that accounts cannot be merged, review both accounts for accuracy, update contact information if needed, and advise the customer to use only the preferred account going forward?”