May 18, 2023

Medical Certificates (and other medical documents) must be submitted to [e-mail] copying the immediate supervisor.

• True

• False

Absences due to sickness with Medical Certificate presented are considered Unauthorized.

• True

• False

Submission of fake medical documents is not a terminable offense.

• True

• False

Customer needs to send back the upsell order before we process refund.

• True

• False

Situation:

Duplicate order. Both Processing.

Customer request to cancel duplicate order.

What will you do?

• Cancel both orders

• Inform not possible. Send Cancel Order macro.

• Cancel the duplicate order. (Process refund if necessary)

Customer wanted to extend trial due to health issue.

• Send TBYB > Trial Extension Request > US/CA Macro

• ESCALATE: Health Issues

The customer requested a trial extension since she's still on vacation.

• Send TBYB > Trial Extension Request > US/CA macro

• Escalate for TLs Approval

Fraud Suspected on Comment History.

The customer already received the product - "damaged."

• Handle as usual. Assist the customer with damage concern

• MOVE: Suspected Fraud

Concern: BBB threat

• Escalate to Nicki C.

• Handle as usual.

High-Value order with more than $200 subtotal.

Concern: Damaged 1 product. After sending options, the customer opted for a refund.

What will you do?

• ESCALATE: High Value Order

• Process refund for 1 product.