Quiz June

Is it always mandatory to offer the option to reorder on system failure cases?

• It is optional so it won't be marked down if it is not done

• It is always necessary, in every case with system failure where the customer did not received what was ordered

• No, only if the customer pushes to have the item, shows concern or disappointment on not having the item ordered

• It is only needed if approved

The customer contacted the carrier about their package and was advised by the carrier that the package was lost we can...

• Agents do not need to wait the 9bds. They can trust the customers word and submit the NPR

• Advise the customer to wait the 9 BD to consider lost

The customer provided several phone numbers and The CCS missed to confirm and leave the most appropriate as "Main", is this assessed as an opportunity?

• No, we will only consider opportunity when the email left as Main is different from the one provided by the customer and the one in the order

• Yes, if the information differs or they provide us with a different number we should ask which number they prefer

If the customer received a final sale that is the wrong size can it be exchanged in stores?

• Final Sale Items cannot be returned or exchanged

• It will depend on the store, but they can be exchanged if the item is available

Can customers provide their GC numbers when placing an order via chat?

• It is not possible since 06/21/2023

• For now, the update was paused so they should be able to do it for now

Customer had an order delivered not received, we can immediately send the NPR 

• No, first must ask if the customer has checked around the area of delivery

• Yes, the customer did not received it so a refund request must be sent and educate on the process and time frames

When sending a Shipper Modification form is it right to advise the customer to wait 5 Business days to see an update?

• Yes, it is right

• No, it is not right 

When the customer calls and needs to confirm if an item is available at store, we can

• Provide the store number, for them to assist the customer via phone, they have a tool to locate items in stores.

• Advise the customer to go to the store directly