Show:
SVC
ISPU
Auth. Holds & Cancellation Requests
ACRE/ZCR
Payment/Pricing Questions
100
What does SVC stand for?
Stored Value Card
100
What are the benefits of the ISPU?
A. Receive Items Faster B. No Shipping Charges C. Pick Up Last Minute Gifts With Ease D. The Family & Friends Option
100
What is an Authorization Hold?
An authorization hold is placed onto Credit or Debit cards to reserve funds for guest's orders. **These holds typically drop off in 3-7 business days.**
100
What two things can an ACRE request be used for?
When offering a refund to a guest or when offering an appeasement.
100
When an online store price ends in an 8(i.e. $19.98), what does that mean?
There has been a Temporary Price Reduction(TPR) on the product.
200
How can a guest check their SVC balance?
Phone, In-store & Website
200
ISPU orders can be returned to the Online Returns Center. True or False?
False. ISPU orders can only be returned to the store.
200
What does order status 4H stand for?
Allocation on Hold Promotional item is waiting to ship.
200
As a Tier 2 Agent, what is the maximum dollar amount that you are authorized to credit a guest?
$299
200
True or False; Anyone can use BillMeLater as a form of payment?
False Guests must qualify by passing a credit check before being allowed to use BillMeLater.
300
What information is needed to freeze an SVC & where do you go?
Full 16 digit SVC number and password Application: OSI
300
ISPU orders are annoted with location number ____ ?
295
300
What does the order status BS stand for?
Back Order Street date Item not available until future date. (i.e. pre-sell video game)
300
Name 2 reasons why we would file a Carrier Claim?
An order has been reported as not received or Order has visible damage and the value of the order exceeds $50
300
When using a credit/debit card as a form of payment, what could cause the charges to be denied?
Insufficient funds/Over-the-limit Billing Information Does Not Match and/or Fraud detected
400
Where do we resend an E-gift car email?
Epiphany/Operational Emails Tab
400
How does a guest know if an item is eligible for ISPU?
If item is eligible, their is an "Eligible For In-Store Pick Up" message on the product details page.
400
Can a guest cancel their own order online?
Yes
400
What are the 3 factors taken into consideration when calculating an EDD or total delivery time?
1) Processing Time 2) Shipping Method 3) Ship-to Location
400
What four forms of payment do TRU/BRU dotcoms accept?
Credit/Debit Cards SVC's PayPal & BillMeLater
500
If a refund is placed onto an expired Credit Card, we ARE able to put the guest's credit onto an SVC. True or False
False
500
ISPU order was not picked up but the guest was charged. As a T2 agent, what do we do?
Review incident provided by T1 and ensure order status. Contact store to inquire about a signature. - If there is a signature: We will contact the guest and advise that we are unable to process a credit. - If there is no signature: We will process the ACRE request and the guest will automatically receive an email advising of the credit.
500
Name 3 order status' that are required for a guest to be able to cancel their own order online.
"B" Backordered "D" Suspended due to credit card decline "WO" Wait order - review "WX" Wait order - cancel "WP" Wait payment
500
When a non-electronic order/item is reported as damaged or defective, under what circumstances would we NOT provide the guest with a return label to return their order before filing a ZCR request for them? (2 part answer)
1) If the order or item is less than $15 2) If the materials are considered hazardous (i.e. broken glass, leaking battery)
500
What are the two main 3D Secure verification programs that major credit card companies use?
Verified by Visa MasterCard Secure Card