Process Knowledge

What is our return policy?

• 60 days from the delivery date

• 30 days from the order date

• 60 days from the order date

• 90 days from the delivery date

What email address we should give to the customer if he claims that he is a reseller and would want to get a refund on the tax we charged?

• DG Team Escalated Credits

• DG Escalation Override

• DG Sales Tax Refund

• DG Sales Tax Team

What is the refund timeframe we should provide for Cancellation (Paypal), Rebate and items that are for field destroy?

• 3-5 business days

• 2-3 business days

• 1-7 business days

• 1-2 business days

What are four parts that are considered an oversized item for return?

• Hood, Fender, Bumper, Universal Catalytic Converter

• Door Glass, Bumper Cover, Hood, Fender

• Hood, Convertible Top, Bumper Cover, Door Shell

• Bumper Cover, Hood, Fender, Door Panel

What are the information needed to be posted in AR Notes whenever we request a check refund?

• Name of the customer, Mailing Address

• Name of the customer, Reason for check refund, Mailing address

• Name of the customer, Reason for check refund, Email Address

• Name of the customer, Billing Address, Email Address

What should we do if the customer calls in and would want to know the status of his order. The item came from our CP warehouse, the tracking number shows "Label Created" and there is no update for more than 3 business days already.

• We should file a Lost Claim Ticket

• We should file RMA/Replacement

• We should send email to DG VMT for tracking verification

• We should advise customer to wait for an update within the next 24 hours.

Based on our recent process updates, what should be the overall dimension of the part to consider it as an oversized return?

• 165

• 150

• 170

• 160

What are the three vendors that we can check the CM?

• Powerstop, Partsauthority, Auto Parts Plus

• FMP, Partsauthority, US Auto Parts Plus

• Partsauthority, FMP, Auto Parts Plus

• Auto Parts Plus, FMP, Coverlay

What should we do next if the customer is making a follow up on the refund and we found out that the item was delivered to our VA warehouse, beyond 7 days and there's a huge weight discrepancy?

• We should file a Return Issue and file it to Returns Monitoring.

• We should forward it to a TL so we can send it to the receiving warehouse and file it to Returns Monitoring.

• We should have it for Escalation Override.

• We should file a Credit Request and file it to Returns Monitoring.

What should we do next if the customer is making a follow up on the return that is already delivered on October 16 in our warehouse in GPT. There's no weight discrepancy and the credit total is above $200.

• We forward it to a TL for Escalation Override so it will be forwarded to a Manager for approval.

• We file Credit Request Ticket and file it in Returns Monitoring.

• We forward it to a TL for escalation Override.

• We forward it to a TL so we can verify if the item was returned to the correct warehouse.