QA complete and accurate info

What information we should provide when the customer requests a return label?

• We should

  provide return and refund time frames and if it is a Rack return we must include the return shipping

  fee

• We should

  provide return and refund time frames

• We should

  provide return label and time frame

• We should only provide the label as they receive instructions there

Which are the steps we must follow for NPR stolen, ILOP and Lost package?

• Only on stolen packages we need to:

  CCS (for delivered not received the CCS must 1st ask if the customer has checked around) must

  submit the NPR if it applies, provide the NPR Time Frames (1 BD to have a response), NPR verbiage

  explaining the customer to reach back if the items/package show up, and if approved the refund TF

  3-5 BD or the 2 billing cycles.

• On both accounts the

  CCS (for delivered not received the CCS must 1st ask if the customer has checked around) must

  submit the NPR if it applies, provide the NPR Time Frames (1 BD to have a response), NPR verbiage

  explaining the customer to reach back if the items/package show up, and if approved the refund TF

  3-5 BD or the 2 billing cycles.

• We educate in NPR request and time frames

All the returns processed in N.com are sent back only through USPS:

• True

• False

If I received the approval from my Sup to provide an OTC, do I need to explain that it is an

exception/courtesy, etc

• No, we will not use that verbiage of courtesy with customers.

• Yes we must always

Do we have to offer alternatives when an item is sold out and it is a service failure

• YES

• NO

The PA/PM policy is:

• Same item available in size and color, designated competitor, shipped within

  10 days.

• Same item available in size and color, designated competitor, shipped within

  10 days. When assisting with Price match/Pricing Policy for N.com the CCS has the expectation to

  educate and encourage the customer on how to submit the request by themselves using the

  website

• When assisting with Price match/Pricing Policy for N.com the CCS has the expectation to

  educate and encourage the customer on how to submit the request by themselves using the

  website

• Same item with designated competitor, shipped within

  10 days. When assisting with Price match/Pricing Policy for N.com the CCS has the expectation to

  educate and encourage the customer on how to submit the request by themselves using the

  website

If a customer returned an item from Rack when passed 50 days, how does the refund go back:

• In

  a EGC

• In the original form of payment

• In a store credit

• In a Nordstrom note

What is the price of the shipping if the item cost $89.00 with taxes (Rack order)

• There is no charge since is pass the $89.00

• $9.95.

• $10.00

If the agent used negative statements without any explanation. How would it be assessed?

• Negatives used without options/solutions or explanations will be mark down by QA

• Negatives statement can be used nicely and will not be mark down

Agents can offer follow up to reach the customer back in the future and provide special info

• Yes, and will need Supervisor/coach/SME approval.

• No, we can never offer a follow up