| Returns | New Order / New Account | ZAW/CLAWS | Refund | Promo Cert / Gift Cards |
|---|---|---|---|---|
|
What are the four types of labels that we can do for a customer?
QR Code, Snail Mail, UPS Pickup, UPS Dropoff.
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What 3 pieces of information is needed to create an account?
Phone number, email address, customer's full name.
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What is the meaning of ZAW?
Zappos at Work
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Mary called in to cancel an order, the order is in the shipping soon stage and can be cancelled. How long will the authorization take to fall off the customer’s card?
2-10 business days.
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Promo cert are valid for _____ days.
90
|
|
Where can we process a USPS label?
IBW
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What 3 pieces of security information is needed to authenticate an account?
Full name, email address, billing address.
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Which department and type of transfer that should be done when contacted about ZAW?
CLAWS, Warm transfer
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What is the refund time frame?
2-10 business days.
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When issuing a promo cert, it should be _________ of the order value.
10-15% of the order value.
|
|
What is the return time frame?
5-10 business days.
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Can our customers proceed to checkout as a guest?
No
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What is the subsidy amount for Amazon Safety employees?
$110 and 10% off approved items.
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Which department should we reach out to get assistance with a special case refund?
RDesk
|
Gift cards can expire. True or False?
False
|
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Where can we process UPS pick ups/QR codes for customers?
Rewards Return Tool, Delorean
|
What is the email format we would use for customers who wishes to make a purchase but do not have an email address?
firstname.lastname@phonenumber.phone
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How should we handle ZAW exchanges?
Process the return label, advise the customer to return the item within 14 days and reach out to CLAWS to have the subsidy reissued.
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When do we process an Instant refund?
When there's a LOS.
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Where in CSC can we see if a customer has a promotional credit?
Payments and Transactions>>Promotional Certificate.
|
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Claudia calls in to process an exchange. How long does she have to return the item?
14 days.
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Items placed in the shopping cart are reserved until the customer is ready to place a new order. True / False?
False
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Name 5 things CLT can assist the customers with when handling ZAW customers.
Check order status, return label, exchanges, placing an order, returnless replacements
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When we process an XO in Delorean and the customer returns the XO item. Where will the refund go?
Customer's CC.
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If a promotional credit and GC is used to place an order. Can an XO be done?
No
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