Delivery Tracking & Lost Package
For a UK customer, how long do they have to wait to report a lost package that is still in transit?
What is 14 bus days?
If a UO customer purchases an item from a US store, can that item be mailed back to our warehouse for a refund?
What is "No, it must be returned back to a store?"
UrbnAim is used for?
What is a tool that allows you to manage the customer's account?
Which action would you submit if a customer wants to report feedback about a store employee?
What is Customer Action: Store - Experience with Sales Rep?
What three things should you do on every call?
What is DNA?
What is Disposition, Notes, and Add to Case?
Will the customer have to wait the full 10 bus days to report a lost package (LP) if the item was shipped via Next Day Air (NDA) and it's still in transit?
What is "No, you should wait 1-2 bus days"
A customer wants to return an UO Mrkt item. How can you assist them?
What is have them contact the seller directly using the messaging center online?
Where in UrbnAim can you edit the customer's address?
What is the address can't be changed; it can only be deleted.
A customer calls in about a shattered mirror they received. What action would you submit?
What is Item Action: Report a Damaged Item.
*Bonus*
Would you provide a return mailing label?
What should be notated if a store employee calls in?
What is store employee's name, ID number, and store number?
If the tracking is shown as returned to sender, what would you advise to the customer?
What is you would advise the customer that once the package is delivered back to the warehouse a full refund will be processed?
How will a customer be refunded for an Anthro order if they return it after the 30-day delivery date?
What is via giftcard?
My birthday coupon is always sent to me in March, but my birthday is actually in August. Are you able to assist?
What is "Yes, we can edit birthdays in UrbnAim"
Sally is saying that she still sees a pending charge on her account, but the order was cancelled 5 days ago. What action would you submit?
What is an Order Action: Request to Remove Auth?
When placing an order the screen will always auto pause on the payment page, except for which brand?
What is Terrain?
What is the shipping timeframe for items shipped via truck?
What is 2-4 weeks?
What is the cost of return shipping for furniture items?
What is returns are complimentary?
Where can you go in URBNaim to find out when the customer first signed up for their UP membership?
What is look under the Membership tab in UrbnAim.
A Free People UK customer needs a return mailing label to return an incorrect item they received. What action would you submit to assist?
What is Item Action: Return Label Royal Mail?
If you place an order yourself (as a Contact Center employee) and you received the wrong item, what should you do to resolve it?
What is advise your supervisor regarding the issue with your order?
If a package is shown as delivered, the customer says they did not receive it, and we find that it is due to a keying error they made with the shipping address...what would you advise?
What is it's the customer's responsibility for retrieving the non-receipt package?
Can items purchased on the Free People UK website and shipped to the Netherlands (NL) be returned in store?
What is "No, customers must return via mail using their own shipping method?"
*BONUS*
What is the return mailing address?
What should you do FIRST if a customer calls in and asks for help with resetting their online account's password?
What is check URBNaim to see if the customer even has an online account?
What needs to be completed before a damage or incorrect item is reshipped?
What is a Quality check?
As of today, what date is the IFC distribution center currently working on to process returns?
What is Wednesday, Sept 20th?