Documentation Flashcard 6/2025

Front

When do we include the Return ID in our notes?

Back

When we process a Store Front Return

Front

A customer escalated to the CEO regarding a return issue and your TL has asked you reachout to the customer to assist. You called the customer, left a voice message and sent an email to advise the order has been cancelled they will not be charged. Which Note type do you select?

Back

Admin

Front

You received an Escalation on the tracker, there is a special way we begin our account note

Back

True

Front

You send an email to a customer to request their payroll ID and note the ticket/account. Minutes later you receive an outlook notification. The customer has responded with the information you needed. Which action would you take: Edit the previous note, Create a new note, Doesn’t matter as long as the account is noted and SLA is accurate.

Back

Create a new note.

Front

When assisting the customer with an item, notating the PO# is required & the line number is optional.

Back

False

Front

You forgot to include the PO & line number in the notes. It's okay -- I will still get the point of I placed it in the body of the notation. True or False?

Back

False

Front

SLA in all note templates should be 24/48hrs or 2BD.

Back

False

Front

The Note Type should always be Customer Advocate whenever I speak to the customer.

Back

True

Front

It is never okay to note the Account Tab if the concern is regarding a specific item.

Back

True

Front

Is it okay to note the customer tab if the concern is regarding an order and replacement as long as I clarify in the body of the notes?

Back

False