Week of 5/2
True or False: Store credit is now the only refund option for "alternate payment" orders
True - we are no longer sending check refunds
True or False: When using the Credit Request button to issue a refund for multiple items with the same reason, only a single credit request should be entered.
True
Grabbed cases must be responded to within ____ of grabbing them.
1 hour
When a common carrier shipment has populated on the carrier's site but the tracking hasn't updated within 3 days and there are no notes on the order from the carrier, we should submit a "delivery ETA update" request using the Shipping Request button. When submitted, the request will go directly to the ___.
Carrier
If you need to log out of Five9 to reboot your system or browser due to technical difficulties, you should select "____" as the log out reason
System Issues
Our Content team has been receiving several emails at the wrong email address. What Wiki page can you use to check their correct email address?
Who to Contact
True or False: If a Ground package hasn't updated within 3 business days and there are no notes on the order, you should reach out to OT for assistance.
False - we don't need to contact OT for this. We can resolve as missing, regardless of price.
True or False: It's OK to grab more than 10 cases at a time.
False - If pulling in batches of 10, prior to grabbing more cases, the original 10 must have been worked on
When common carrier tracking is not populating on the carrier's site even after 3 days with no notes on the order regarding the shipment, what should you do next?
Submit a shipping request
What is Clark National Accounts (CNA)?
CNA is a sister company of Clark that specializes in deviated pricing, customized websites, custom items, and order staging for their CNA clients.
Name 1 reason why we're no longer offering check refunds
Will save time for Payments/Accounting each month, prevent any possible chargebacks from a customer claiming they didn't receive the check, store credit is instantaneous whereas a check can take 5-21 business days to arrive
True or False: A customer has requested to cancel an item and the item has a Red Box w/ Star indicator and an Item Discontinued notice. You will need to reach out to the buyer before canceling.
False - we don't need to reach out to the buyer for this. The item can be canceled/edited like normal.
All notifications received __ hours or more before the end of our shift must be responded to before the end of the shift.
3 hours - this means if we leave at 5:30 PM, all notifications from before 2:30 PM should be handled before leaving.
Name one goal of the QA metrics being revamped?
To better focus on the customer experience, create baseline expectations, and increase efficiency.
When is the new QA metric expected to roll out?
If submitting a credit request under the "Shipping Changes" reason, how can you refund a customer for a liftgate?
You can click the "Refund Liftgate" checkbox
If a Ground package hasn't updated within 3 business days and the item was drop-shipped, who should you reach out to for assistance?
The manufacturer
From 6/1-9/1, which brand will be including a promotional insert in select orders containing their products?
Smuckers
If a customer contacts us stating they have not been refunded for a return, but the return is completed. What should we do?
We should email reverselogisticshelp@webstaurantstore.com with the RA information and they will issue the refund for the return.
How can you validate a coupon code?
Use the Cart ID page, Coupon Code Look Up page, and/or the Shipping Promotions Look up page
True or False: The cart page being written in new code will completely change our checkout process
False: The cart page is being written in new code on the back end and will not impact the look of the cart screen or the checkout process.
The "shipping request" button was recently updated. Name 2 things you can request through the "carrier authorization requests" title.
CBD, Liftgate, Redelivery, Reconsignment, Inside Delivery, Straight Truck Delivery
What should you do if you continue to see a bug occur after it has been resolved?
Submit a new bug and reference the ticket number of the original bug
True or False: Resellers are eligible for the Cambro sweepstakes
False- Resellers are not eligible and there is only one entry allowed per person
Name at least one of the new QA metric categories
Critical thinking, professionalism, and resolution