Pop Quiz WB1121

Employee ID (100123456)

Full name (First Name Last Name)

TL's Name (First Name Last Name)

Zeny used one MRL to return the Charter Club pajamas and the Diamond Butterfly Statement Necklace. The return label was sent to Goodyear, AZ because the pajamas came from that warehouse. The package was received by Goodyear on 11/2/2021. A return tab shows also that the pajamas were credited to the Zeny’s Macy's retail credit card. On 11/10/2021, Secaucus received the necklace. Zeny is calling today (11/22/2021) and she's asking for an update on her credit for the necklace. What will you advise Zeny?

• I can confirm that the necklace was returned to our fine jewelry warehouse as of 11/10/2021. We have to wait for 14 business days or until 11/30/2021 for the warehouse to complete the refund. You will receive an email once the refund is processed and 5-7 business days for the funds to reflect on your Macy’s card.

• I can confirm that the necklace was returned to our fine jewelry warehouse as of 11/10/2021. We have to wait for 10 business days or until 11/24/2021 for the warehouse to complete the refund. You will receive an email once the refund is processed and three business days for the funds to reflect on your Macy’s card.

• I can confirm that the necklace was returned to our fine jewelry warehouse as of 11/10/2021. We have to wait for 14 business days or until 11/30/2021 for the warehouse to complete the refund. You will receive an email once the refund is processed and three business days for the funds to reflect on your Macy’s card.

Wendy placed an order for a Dooney and Burke New York Satchel bag. According to MSA, the item shipped out from the Vendor’s warehouse as of 10/29/2021. You noticed that the tracking number from UPS shows On the Way, 11/01/2021. Wendy needs the bag and does not want her money back. You’ve used the queue wizard and it shows Automation = No. What will you advise Wendy?

• I’m sorry that there’s a delay in the delivery of your bag which came directly from the manufacturer’s warehouse. I’ve submitted a report for this concern today and you will receive an email from us within 5 days with regard to the outcome of the review.

• I’m sorry that there’s a delay in the delivery of your bag which came directly from the manufacturer’s warehouse. I’ve submitted a report for this concern today and you will receive an email from us within 48 hours with regard to the outcome of the review.

• I’m sorry that there’s seems to be a delay in the delivery of your bag which came directly from the manufacturer’s warehouse. Upon careful review, we still need to wait until 11/30 before we can submit any request for the bag.

Ron purchased an Alfani Men'z Zip Front Sweater Jacket, Solid Black, Large (UPC 733001254157). He received the correct brand and color but the size is Medium. Upon checking the UPC of the medium jacket is 7330012541523. What should you do to assist Ron so he will receive the correct size? (Select all that applies)

• Use the queue wizard and select “Incorrect items were in the package” and note that he received “Alfani Men'z Zip Front Sweater Jacket, Solid Black Medium UPC 733001254157”

• Educate Ron that he needs to return the jacket through mail only and that you’ve sent a return label to his email.

• Advise Ron that the issue will be resolved within 7 business days.

• After submitting the queue, wait until MSA refreshes and verify if the system automatically created the exchange tab for reshipment or not.

Kurt purchased two pairs of Columbia boots for him and his brother. According to the order, the boots is supposed to leave the Macy’s store on 11/17/2021. There’s no tracking number in the order however the predicted delivery date is on 11/26/2021. Which steps will you take to assist Kurt? (Select all that applies)

• Advise Kurt that the predicted delivery date is on 11/26/2021.

• Educate Kurt that he will receive an email once the item leaves the warehouse with the tracking number in the body of the email.

• Partner with LOD to manually queue the order for store update.

• Use the queue wizard to request for reship/credit for Kurt.

Thomas returned the Guess Men’s Brown Genuine Leather Strap back in 10/15/2021. He’s calling back because the credit for the watch is still not in his American Express card. You noticed that an eform was submitted on 11/03/2021 and there are no pending credit (245 notes and return tab) on his order. What will you do to assist Thomas?

• Thomas, I apologize that you have not received the credit yet for the watch. Let me submit a request (eform) to expedite the credit for the watch. You will receive an email from us within 48 hours and allow 5-7 business days for the credit to reflect on your American Express card.

• Thomas, I apologize that you have not received the credit yet for the watch. Let me partner with my lead to process the request immediately.

• Thomas, I apologize that you have not received the credit yet for the watch. Let me submit a request (eform) to expedite the credit for the watch. You will receive an email from us within 48 hours and allow 3-5 business days for the credit to reflect on your American Express card.

Jaime called today (11/22/2021) that he has not received the Tommy Hilfiger Quilted Puffer Jacket he ordered last month. He noticed that UPS delivered the package on 10/15/2021. He wants the jacket as he will be celebrating the holidays with his family in New York. Which steps will you take to assist Jaime? (Select all that applies)

• Confirm that the package is within the 45 days policy for reporting Non receipt package.

• Use the Queue wizard to request for reshipment and advise Jaime that he will receive an email confirmation within 48 hours for the status of the review.

• Use the Queue wizard to request for reshipment and advise Jaime that he will receive an email confirmation within 5 days for the status of the review.

• Advise Jamie that his call needs to be transferred to lead to process his request for reshipment.

Saab purchased an Adrianna Papell Jacquard A-line dress size 4 (UPC 191937922968) but she received a Ralph Lauren Sequined Plaid Pleated Skirt Black size 4 with the same UPC number. She wants to know when can she receive the correct dress for a Christmas Party she’s attending on 10^th of December. What will you do to assist Saab? (Select all that applies)

• Use the queue wizard and “Incorrect items were in the package” and note that she received “Ralph Lauren Sequined Plaid Pleated Skirt Black size 4 UPC 191937922968.

• Advise that she can return the item to the nearest store or use the return label you sent to her email address.

• After submitting the queue, wait until MSA refreshes and verify if the system automatically created the exchange tab for reshipment or not.

• Advise Saab that the issue will be resolved within 7 business days.