WebOffice
Where you would enter a detailed record of what happened on an interaction
What is a contact record
What program helps guide us when customers aren't happy with their purchase. We work with them to find a solution that respect the business, but also ensures customer satisfaction to the best of our ability?
What is 100% Happiness Guarantee
What is it called when we attempt to cancel an order in our system?
What is a nuke
How long do customers have to complete a return?
What is 60 days
What is a DSR?
What is a Dropship Request
Where you would check to see how far an order is in Production?
What is Dispenser Info (found in the Order History ID page)
Under what program a customer can try a private label supplement in SmartPaks for 2-4 months risk free to ensure it's going to be a good fit for their horse and needs?
What is Guaranteed to Work (GTW)
What is it called when a customer's order fails to process in our system?
What is a payment issue (PI)
How do returned items need to be received back?
What is in like-new condition with original packaging and tags
Where are dropship items identified for customers?
What is the product page and throughout the check out process
Where would you adjust the NSD for a SmartPak?
What is the Subscription tab
How long is the Ultimate warranty for fly sheets and stable blankets?
What is 3 years
What is an OPN and what does it do?
What is an Order Processing Note which holds an order from processing til a specific date
What is the Return label quick link in WebOffice with a detailed account note for Returns
What is log a complaint report (CR)
Where would you find a record of an Ultimate product purchase to honor a claim on the warranty?
What is the Ultimate Product Returns tab (within the Order History tab)
What are the three organizations that we offer membership discounts for?
What are US Equestrian, AQHA and IHSA
What is a PA and how would you file one?
What is a Positive Adjustment, which are filed via tasks in Outlook
What is the best way to help a customer that is looking to exchange a bridle for a different size?
What is a paid exchange (place new order for new size, set up a return for refund.)
What would we use a DSR form for? There are five reasons.
What are shipping adress updates, Fly Stopper replacements, return requests outside of our return system, order cancellation requests and customization request changes
What is the ColiCare tab (expand out the recipient name for a detailed list of how frequently the orders have been shipping)
What discounts do we offer for equine health professionals?
What are the veterinarian and vet technician & assistant discounts
What do we do when attempting to stop an order that processed to ship through 3PL?
What is submit a nuke and a 3PL request in Quickbase, then follow up with the customer
What are our three return flags?
What are ARR, IRR and PRR
What is a Merch Request Form (MFR)