Cases
Cases are created for this.
What is to communicate with fulfillers?
Origin vendor?
What is AAFES take care of the customer claim and refund, for the vendor.
KPI government name
What is Key Performance Indicators
Vendor Net is used for this.
What is to communicate with the Ashley vendor?
This is the TTerm platform/system we use to verify customers.
What is CCD?
The team who communicates with the DSCO vendors.
What is the drop ship team?
The customer returned an origin vendor item to Waco Distribution Center, and now requesting a refund.
What is submit a Case to Waco to request the release of the refund?
Customer concern is resolved not need for customer t call back.
What is First Call Resolution (FCR)?
The customer states they are missing a nightstand, and FragilePak states they do not have it, this is process to make the customer whole.
Request a BOL from the vendor
This is the TTerm platform/system we use to look up transshipping information.
What is the LGMenu?
The process to requesting images of damages items from the customer.
What is create a "Follow Up" Case in MAO
Receipt Expected should be selected on these returned orders.
What orders over $50.00?
Customer gives their feedback
What is call CSAT -Customer Satisfaction
This is Ashley Furniture's policy on accepting returned merchandise.
What is, they do not accept returns for any reason.
This is the TTerm platform/system we use to locate the buying team for a product.
What is Buyer's Workstation?
The customer returned an item to DDDC, and the refund hasn't been processed. Solve the problem.
What is submit case to DDDC?
Do this for all items shipped from D&H?
What is send the D&H customer portal link
Acknowledge the customer's concerns and offer a sincere apology
What is Empathy?
This is how we order missing parts for Ashley Furniture.
What is contact Marketing Plus.
TTerm requires you to log in using your assigned information.
What is your land id or What is my Y number?
When submitting a Case, this field should NOT be filled out.
What is the Assignee field.
Customer called in for a return on a non-returnable item, what is the process a 3-1 agent and above must take.
What is request a RA from Dropship, by creating a Case
Reaching out to the customer with resolution
What is Follow-up with the customer?
Ashley item arrived defective
What is contact Marketing Plus?
This is the sequence used in LGmenu to locate a container's departure date and arrival date.
What is 11 - Enter - 05 - 03