Order Issues

True or False. If a Guest reaches out after 3 business days after an order was placed and tracking shows Label Created we should educate the guest on delivery timeline.

Match the following

• Lost in Transit

• 
• In transit

• 
• Return to sender

• 
• Label Created

• 
• Delivered

• 

If the package has been returned back to the sender, what are the next steps?

• Setup a trace

• Appease the guest immediately

• Educate the guest on exceptions timelines of 10-15 business days

• Chat with OS to appease

What would the ROC be for a case with the delivery status: Label Created and it's out of timelines.

​ ​ (a)  

• Orders > Ecom Order Follow Up
• Returns > Returns Follow Up
• Orders > Delivered Ecom Order Follow Up
• Product > Product Information

What is the standard delivery timeline?

• 3-5 days

• 2-6 business days

• 2-6 days

• 10-15 business days

What should you do when a package is stuck in transit and is outside of shipping timelines and is over the $150 before tax?

• Educate the guest to reach out to their financial institution

• Appease the guest and educate them on timelines

• Setup a trace and appease the guest in the moment

• Setup a trace and educate the guest on trace timelines

How long do we have to cancel an order before the cancel button is greyed out?

• 60 seconds

• 60 days

• 60 minutes

• less than 60 minutes

What is a split shipment?

• When three items are shipped in the same package

• When two items are shipped under the same tracking number.

• When two items in the same order are shipped with separate tracking numbers.

• When the guest asks for their shipment to be sent in two different boxes under the same tracking number.

Which answer best describe what's happening here?

c

Label Created

Recycled tracking number

Order Delivered to wrong address

Split Shipment

What system do go to locate the tracking number for a specific item in an order?