SAMS
Policies
Return Process
Exchanges
MISC.
100

Program used to generate returns, create cases and keep track of customer history.

What is SAMS

100

365 Unopened/ 180 opened

What is The Return Policy

100

The amount to be refunded on SAMS before processing on the iPos. 

What is the net total 

100

Extra box from a 3 box set that has been left behind.

What is an Orphan box  

100

A chest of drawers purchased prior to June of 2016 that could have a tip over hazard. 

What is a recall

200

You use this data base (ICM) to find customer's profiles.

What is Salja

200

Separate guideline that has 365 days unopened or 90 days opened qualification for Store Credit or even exchange.

What is The Mattress Policy

200

Documents the customer must provide when initiating a return, exchange or a claim.

What is a receipt/ order number. (NOT JUST  THEIR FAMILY CARD) 

200

Customer received a damaged piece of an article during the delivery process. You will need to perform this to replace it in store.

What is an even exchange (EVEX)

200

Angry customer that is being very entitled and demands wants a refund on his dirty, damaged bed from 2015. 

what is escalated/flagged customer 

300

Number generated from SAMS and processed in iPos.

What is Return ID (RID)

300

Program used to request additional spare parts from the in-store Recovery library. 

What is Spartacus

300

Additional articles needed to complete a Malm bed frame.

What is Skorva & Luroy/Lonset/Espevär

400

Claims case support system. 

What is a CASY

400

IKEA Family member benefit allowing the customer to receive a store credit if the item is in good condition and listed as eligible.

What is Buy-Back program. 

500

A customer purchases a Hemnes 8 drawer from IKEA Burbank. During assembly the customer realizes that they were given all left sides for the drawers. 

What is a Product Quality issue