QA information

When a package arrive empty which is the process the must follow?

• We must submit an NPR as lost package and educate the customer

• We must ask the customer if they checked their surroundings for the item, and them submit as NPR as stolen.

• We must ask the customer if they checked their surroundings for the item, and them submit as NPR as ILOP.

• We must ask the customer if they checked their surroundings for the item, and them submit as NPR as ILOP. After educating the customer on the time frame for refund we must advise them to contact us back if the item is found.

If a cx calls regarding a package that did not arrive but instead they receive a completely different package, we must:

• We must educate the customer on return options and offer a free return via mail since the customer received a wrong item

• We must ask the customer is the package that they received has any kind of personal information

• We must ask the customer is the package that they received has any kind of personal information, and if yes we must submit an NPR as mislabeled package and advise them to keep the item

• We must ask the customer is the package that they received has any kind of personal information, and if yes we must submit an NPR as mislabeled package and provide them a return label [ERL]

How is the note for NPRs?

If a customer contact us for a late return passed the 60 days we can provide them with the return label, we only need to educate them about the return policy and provide the courtesy.

• True

• False

Tags

CCSS.RI.1.3

CCSS.RI.1.5

CCSS.RI.2.3

CCSS.RI.2.5

CCSS.RI.K.5

When a package is returned to the sender to FC San bernardino, which is the process we follow?

• We educate on the return time frame and issue a task for follow up on return fee refund

• We issue an NPR for return to the drop shipper

• We issue an NPR for unable to reroute

Which is the time frame for returns?

•  

  Based on when you send your order back, we have a time frame of 10-14 business days at the latest to receive and process the return. Once we have completed your return you'll receive an email confirmation and see the credit within 3 to 5 business days online, depending on your card company, or within 2 paper billing statements

•  

  Based on when you send your order back, we have a time frame of 10-14 business days at the latest to receive return. Once we have completed your return you'll receive an email confirmation and see the credit within 5 to 7 business days online, depending on your card company

• I just will send the label as a PDF, please let me know if you received it. Remember that you must take the package to any FedEx near you. 

   

  Based on when you sent your order back, we have a time frame of 10-14 business days at the latest to receive and process the return. Once we have completed your return you'll receive an email confirmation and see the credit within 3 to 5 business days online, depending on your card company, or within 2 paper billing statements.  

• Based on when you send your order back, we have a time frame of 14 business days at the latest to receive return. Once we have completed your return you'll receive an email confirmation and see the credit within 5 to 7 business days online, depending on your card company

Tags

CCSS.RI.1.3

CCSS.RI.1.5

CCSS.RI.2.3

CCSS.RI.K.3

CCSS.RI.K.5

We can issue price adjustments if the item is the same color and size, and the order has not yet arrive.

• True

• False

How is our call flow?

• Greeting

  Mirror back

  Willingness to help

  resolution

  Apology

  Recap

  Closing

• Greeting

  Mirror back

  Willingness to help

  Verification

  resolution

  Recap

  Closing

• Greeting

  Apology

  Willingness to help

  Verification

  resolution

  Recap

  Closing

If a late return is created in which payment method the refund is processed?

• Gift card in 72 hours

• Will receive the refund in 3 to 5 business days or two paper billing statements.

• The customer will receive a gift card with the total amount in 1 business days.

• The customer will receive a gift card with the total amount in 72 hours after the return is processed

When we educate on the zone skipping?

• After there is no updates since label created and we provide the promise day provided by the carrier in the tracking.

• After there is no updates since label created and we provide the promise day provided by CSP

• After there is no updates for several days and we provide the promised day provided by CSP.