O5A Level 3 - Day 3

Customer would like to change the Shipping address of his order. What is the correct expectation that you will provide?

• you will submit a request to change the shipping and will take 24-48 hrs to confirm. Put the Case under pending fraud team.

• We can no longer modify order once it's submitted. Cancel the order if possible and reprocess new order.

• Advise to contact Shipping carrier to request to change the Shipping.

When do we require signature in an Order?

• Orders that has Shipping Details reported prone to theft.

• When customer request it.

• for orders above $1,200.

• For orders above $1,500.

Customer purchase an order yesterday but they forgot to apply the SHIP code. What is your next step?

• Advise customer that we cannot apply the code and reprocess new order.

• Advise customer to contact us back once they receive the order so we can process the credit.

• Check if order is eligible for the code. Process ORC under Shipping Fee.

Customer ordered 5 days ago and the items they purchase is now part of the new promotions with 20% additional discount. What is your next step?

• Apologize to the customer and advise that we cannot modify the order since its already placed. Explain the 24 hour rule .

• Identify if the items are eligible for the additional discount and no other codes was applied. Process ORC under Promo Question/Problem to process credit request.

• Advise customer we can only adjust 3 days from purchase but provide OTC and provide credit through SPA or ORC Promo Question/Problem.

what do you do if a customer has received the wrong merchandise multiple times?

• Apologize to the customer and let them know that we do not have the correct merchandise

• Apologize to the customer and ask them to wait till the correct merchandise is available

• Apologize, offer customer free return, and before replacing the order research if the item is actually in stock by emailing mdt1.QA

• ell the customer to go look for the correct merchandise in store

What to do when the customer has received an additional order that does not belong to them?

• Apologize to the customer request a call tag for the package to be picked up. Flag the order so that no refund is processed.

• Ask the customer to send the package to the correct customer

• Tell the customer to keep the order

What type of gift is issued to the customer when they return an order and they used Gift Card as an MOP?

• Electronic Gift Card

• Promotional Gift Card

• Electronic Merchandise Credit

What to do when a customer did not receive their ordered Gift Card.

• Advise customer to file a police report

• Create SPA Request

• Create ORC request under GC Refund.

Customer received their order with a security tagged attached. What is the first step you will advise to the customer?

• Advise customer to go to the nearest SaksOff5th or FifthAvenue store with the receipt to have the Security tagged removed.

• Provide Free Return label and offer to process new Order with free expedite shipping.

• Offer to have it shipping back to us so we can remove the security tagged. Process Call tag or Narvar Label. Flag the order in UAD.