EWS Debrief Pop Quiz

If a member is concerned about the taxes on their order being incorrect, where do we direct them?

• [e-mail]

• [e-mail]

• [e-mail]

• [e-mail]

Answer explanation

You can find the KB under Ecom Orders - Tax Information

https://customerservice.costco.com/AgentWeb/?route=okcsAnswerDetails&answerId=1001726&contentState=published

You need to contact the Vendor for questions regarding item # 1817098. What Toll Free # would you call?

• 888-502-2236

• 888-502-2263

• 800-463-3339

• 510-650-9020

Answer explanation

In as400 > ITM > Listed under "Signs" or ITMW > Listed next to Vendor.

VC : Jackery, Inc.

https://customerservice.costco.com/AgentWeb/?route=okcsAnswerDetails&answerId=1004057&contentState=published

In the Price Adjustment form in Oracle, for orders within 30 days of the purchase date, do you need supervisor approval to issue a $800 price adjustment for a couch that has not shipped yet?

• Yes

• No

Answer explanation

You only need supervisor approval in the form if the order is OUTSIDE of 30 days. It states it as such in the form.

Order 390297401 - STS - item#1187042 has damage. You give 12% of the item cost. What is the amount offered? Round Up

• $67.00
• $65.00

• $75.00

• $82.00

Answer explanation

You want to subtract the coupon from the price of the item. Then do 12% of the new amount to get to $67 rounded.

What is the cause of cancellation in this order?   1193495082.  

• Ship to address

• AVS code is bad

• Email

• Over Item Limit

• Could not locate reason

Answer explanation

Checking the Audit tab when going through the cancellation checklist - You will see "OIL" for Over-Item-Limit.

Then you can check to see if there are previous orders that might have cancelled and went against the limit.

What departments do you require OPST approval prior to creating an RA for a refund or exchange when a member claims they did not receive the item?

• 24, 33, 35 ONLY

• None

• All Departments

• Precious Metals

Answer explanation

Non- Receipt Claim - Recently updated to include only precious metals. Key the RA for NRC and returns will handle everything else!

Do we price match precious metals?

• Yes

• No

Answer explanation

We do not price match precious metals or offer compensation of any kind on these types of orders. Thi includes cancelled or RTS (Return to Sender) orders.

A member wants to request a new consultation for an SOK service, what number can you provide to members?

• 800-955-2292

• 866-455-1788

• 800-774-2678

• 866-861-0450

Answer explanation

Found under KB: Ecom Supporting Teams - Tier 2 Special Order Kiosk (SOK) Information for T1

Members Requesting a Consultation (new appointments only): Transfer to Centah at 866-455-1788 (This contact can be provided to members).

A member receives the wrong item, what do you do? Not gold

• Key an RA as normal

• Chat OPST for NRC approval

Answer explanation

Mis-shipped items are not NRC - follow normal RA process. For gold/precious metals, please follow the VC for mis-shipped processes

For O#1253702338 , Please provide the RA status from RA#22022346 .

• Active

• Complete

• UPS Claim

• Trace

Answer explanation