WM TRAINING 2023 - DAY 3 JULY

Before spoofing the customer's account, what do we need to do?

• Verify name.

• Verify phone number.

• Verify billing address or email address.

• I don't know.

T/F: We don't place orders for Healthy Benefits customers.

• TRUE

• FALSE

Can we change the delivery address for an order?

• Only if available while processing.

• Yes.

• Depends on the fulfillment type.

When can we ADD/REMOVE items?

• In every single order.

• Within the cut-off time only if it's coming from Store.

• Within the cut-off time only if it's coming from Fullfilment.

How much does a customer need to spend in order to get free shipping?

• $35.00

• $45.00

• There's no limit, is always for free.

If an order cannot be edited, what can we offer?

• Replacement.

• Attempt to cancel.

• Cancellation.

• Refund.

A cancellation request can only be requested when...

• The order is still processing.

• The order has been delivered.

• The order has been shipped.

• Never.

What can we suggest if the order has been shipped already and the customer wanted to change or cancel something?

• Nothing.

• Dispute the charges.

• Educate on the return.

When the "One business day" delivery is available?

• Only if they live near a Fullfilment center.

• Only if they live near a Fullfilment center before 2 PM.

• Only if they live near a Fullfilment center after 2 PM.

T/F: If customers don't have an account, we can help them by creating one.

• TRUE

• FALSE