Dispositions

Sally called in to find out when her mattress would be shipping, but the order is under her husband Sam's name. He's unable to come to the phone, so you send the authorized contact email and offer to call Sally back when he's replied. What would the secondary disposition be?

• Account/Address Change

• Shipping

• Product Information

• Initiate

John called in because his Ascent Powerbase is having issues. You provided Ergomotion's contact info and sent John his invoice in case he needs to provide it to Ergomotion for his warranty. What would the primary & secondary disposition be? (Select 2)

• General Question

• Warranty

• Affiliate/Partner

• Initiate

Rachel called because she does not like the Purple Mattress she purchased from Ashley Furniture, but they will not let her return it until she's had it for 21 nights. What would the primary & secondary disposition be?

• General Question + Affiliate/Partner

• Initiate + Return

• General Question + Return

• Initiate + Affiliate/Partner

Bob called because he placed an order at a showroom but never got any sort of email confirmation and is wondering when it will ship. You realize there is a typo in his email and get it corrected. What would the primary & secondary disposition be?

• Initiate + Account/Address Change

• Initiate + Draft Order

• Status of + Shipping

• General Question + Account/Address Change

Alice called in because the carrier missed her mattress delivery. You offer compensation from the agent list, but she wants to discuss her next steps with her husband before she decides. What would the secondary disposition be?

• General Question

• Refund/ Compensation

• Shipping

• Affiliate/ Partner

Thomas called in because he thought he'd placed an order last night, but he hasn't had any email communication from us. You can't find an order and let him know that the charge should fall off in a day or two- but that if it posts fully to call us back so we can research further. What would the primary & secondary dispositions be?

• General Question + Place Order

• General Question + Refund

• Status of + Place Order

• Status of + Shipping

Hannah called in because she had some questions for the warranty agent she's been working with about having her old base picked up, and assembly of the replacement base. She states she will reply to the agent through the existing email thread. What would the primary disposition be?

• Status of

• Initiate

• General Question

• Static

Adam called in because he filled out the verification link he was sent and got a response saying his order would be canceled. You assure him that it hasn't been canceled yet and that you will leave notes for the verification team, who will follow up with him regarding the next steps. What would the primary & secondary disposition be?

• Status of + Fraud

• General Question + Fraud

• Status of + Refund

• General Question + Full / Partial Cancelation

Jake called in because he purchased a tall standard Harmony pillow, but it's too high and he wants to return it. You let him know that you can send him a core to switch out and make the pillow shorter, and he has you do that. What would the primary & secondary disposition be?

• Initiate + Place Order

• Initiate + Exchange

• Initiate + Return

• General Question + Return

Sarah bought a set of sweet cream Complete Comfort sheets, but they aren’t quite the color she was expecting, and she wants to exchange them for a blush pink instead. You start the return for the sweet cream and send her a draft order for the blush pink with the same discount she originally got because she wants to complete the purchase online. What would the secondary disposition be?

• Exchange

• Return

• Draft Order

• Initiate