Do you need a track?
Using order #Y6866758.
Today is January 30, 2018 and the customer said they returned item #479342 on January 2, 2018, but still have not received their refund for it.
Depends:
Yes - if the customer has a tracking number
No - if the customer does not have a tracking number
Using Order Number: B6517385.
Today is January 3, 2017 and the customer is calling in because they haven't received their item number 592132.
Please expand your answer
No, because it hasn't been more than 7-10 business days
Today is October 6, 2017 and the customer is calling in because they noticed that their item# 538948 has dropped in price.
Please expand your answer
Using Order Number: B7349394
Today is November 7, 2017 and the customer is calling in because they would like to add easy pays to their order.
Please expand your answer
You would create a AR track stating how many easy pays the customer would like to add to the order
The customer would like to return 2 items to you.
One of the item is 2 lbs, another one is 6 lbs.
If the customer would like you use our return label, how much would they have to pay?2lb = $6.99
6lb = $6.99
= $6.99 + $6.99= $13.98
Using Customer #: 1133282234.
The customer would like to place an order and opt in to Easy Pay and was told that their 1 year should be up now.Please expand your answer
Using Order Number: B7347359.
Today is November 17, 2017. The customer is calling in because they haven't received their item# 559613.Please expand your answer
No you do not need to contact anyone, because the delivery method is UPS.
Using Order Number: B5923790.
Today is June 5, 2016 and the customer is calling in because they haven't received the item #: 556388.
Please expand on your answer
No track is needed because the item still falls within 7 - 10 business days.
**DOUBLE JEOPARD**
Using Order #Y6927603.
Today is January 9, 2018 and the customer is calling wondering what's happening with their item #545190 (Please pretend that the item is in stock).This would be a IS track because the status of the order is "in warehouse" for more than 5 business days and it is not a jewellery item
Using Order Number: R7335311
The customer would like to return the order. They lost their return label and still fall within 30 days. What are you options for the customer to return the item on the first level?Go to Canada Post website or UPS to email the customer a return label
Using order #R1717385.
The customer said they advised the agent to use SHIP150 for the order, but noticed she got charged for shipping & handling.
Please expand on your answer.
The answer can either be
a) no if they can get a hold of the resolution team, and
b) yes if they can't get a hold of the resolution team
Using Order Number: B6409518.
Today is November 29, 2016. The customer is calling in because they haven't received their item#: 537727 BLK 1X.Please expand your answer
Yes, you would need to contact the Resolution Team because this is a missing line item.
**DOUBLE JEOPARDY**
Using Order Number: Y6852919.
Today is December 27, 2017 and the customer is calling in because they haven't received one of their item# 547315 SOFT
Please expand on your answer.
Using Customer Number: 1307909.
The customer would like to place an order with you today, but you advised them you can't.
Please expand your answer
Because this customer is "credit cut off" due to invalid phone number on account you would need to create a LP track and update the phone number
Using Order #: R7335311, do you need to create a track if:
Today is February 25th 2010 and the customer said they haven't received their item: 611375
Please expand your answerNo, it still falls within 7 - 10 business days by Canada Post.
Using Order Number B7404664.
Today is December 15, 2017 and the customer would like to return their item. They don't have a printer or email.
No, you do not need to contact anyone.
Using Order Number: B6139931
Please expand your answer
The item is a drop ship, therefore it would not be a TR, CR, or L1. This would be a CS track
Using Customer Number: 37370087
The customer would like to place an order with you today, but you advised them you cannot.Please expand your answer
Using Order Number: B5305229
The customer is saying that the item is now $5.00 cheaper than what they are currently paying for. You checked and notice that they are correct
Please expand on your answer.
The answer can either be
a) no if they can get a hold of the resolution team, and
b) yes if they can't get a hold of the resolution team
Using Order Number: B3369293.
Today is March 25, 2014. The customer is calling in because they returned their item #512986, but have not received their refund. They have the tracking number and you were able to see that it's been in our warehouse since March 10, 2014
Please expand your answer
Yes, you would contact the Resolution Team as the customer has not received their refund and has been in our ware house for more than 7 business days
Using Order Number: Y6165387.
Today is June 20, 2017 and the customer is calling in because they noticed that the price of the item has dropped in price.
Please expand on your answer
You would need to contact the Resolution Team, if you are unable to reach them you would create a CR track because the difference in price is over $100.
You have a new customer calling in to place an order. When you confirmed with them how they would like to pay they said their TSC Gift Card. When you asked the customer for the card number it showed a $0 balance. The customer said she had just received it from TSC and that there should be an amount.
You would create a CS track and enter the full gift card number.