Super FCR Quiz

Peach ordered a Towel Dispenser and it arrived damaged and she is requesting a pick up. What should you do first?

• Send Pick Up Request to BO.

• Advised member that we can not pick up items less than 70 pounds.

• Call the DSV Vendor to check return options.

Bowser requested a refund before for the energy drinks she received damaged, but she didn't receive a return label. Does she have to return the item?

• Yes

• No

Daysi returned a Cookware Set 2 weeks ago but hasn't receive the refund. Return tracking shows delivered on the Sam's Club Warehouse. What should you do?

• Send Case to BO.

• Mark Item as received.

Luigi claims that his DFC order amounting $114.72, was delivered to the incorrect address. How would you help?

• Advise Member to go/call the Store.

• Refund with gift card or nextgen

• Sent to BO: Manual Refund.

Koopa wants to change the card on the order, since she used the personal card, instead of her company card. How can you help?

• Send to BO: Manual Refund.

• Advise to cancel order and reorder.

• Advise to do it online.

Reseller is calling because the order is being returned to shipper due to damage, and within 72 hours of delivery. Can we send case to BO?

• Yes

• No

Mario wants to cancel an order that is on label created on FedEx Systems. How can you help?

• Try to Cancel it, if you can't, send case to BO.

• Advise we can not cancel an order that is already on shipped status.

• Advise we can not cancel it, but try to Contact Vendor/Carrier.

Toad wants to cancel his 5 years Membership that was charged using Auto bill. Where do you transfer him to?

• Escalations.

• Synchrony.

• Membership Support.

Mario wants to cancel the membership because of Auto Renew. What can we do?

• Make an offer.

• Listen and explain how auto renew works.

• Transfer to Synchrony.

• Transfer to Membership Support.

Boo complaints he didn't receive the promo for $25 new Membership and threatens to cancel the membership. What can we do?

• Transfer to Escalations.

• Transfer to Membership Support.

• Ask probing questions to check if we can honor the promo.

• Ask probing questions and advise promo was not applied.