AMain Training (eval for certification)

Pataasin ang iyong marka sa homework at exams ngayon gamit ang Quizwiz!

"pick up in store" refund?

CAN'T

Backend Info

CONFIDENTIAL, don't share w/ customers

prepaid UPS label/call tag

CS gratuity if needed, can't send for international, must be within 30 days, over $25 cost,

partial order damage

CSD replacement, manual refund, store credit

Don't know? Need help?

Expert list on call backs spreadsheet

David G

HobbyTown contact, info in contacts folder

No email?

NEED PHONE! set up guest account w/ no reply: [email protected]

return order button

NEVER! only for RMA

Pay options

Paypal, amazon pay, affirm, credit card

returning lithium/LIPO batteries

STOP AND CHECK w/ supervisor, can 3481 internal battery, can't 3480 loose battery, not for defective

price match rules

US based, follow MAP, in stock on our site, not clearance. In doubt, check w/ buyer

international damaged/lost packages

USPS first class International defective replacement 0.01 value get someone in the warehouse to ship out, prevent double customs charge, check do not cross ship so only out of CA

Customer address change

address book in front end, worst case in backend w/ no auto verification

AVS

address verification security system, must match what is on file w/ bank

AF

affirm financing

refunds processed

after package received and processed, may have 15% restock fee

Rapid Warehousing

amazon name

AP

amazon pay

goodwill order

backorder for international replacement by supervisor, avoids recharging customs, put not on order to notify when arrives, place order to customer once we get it

ASE bankruptcy info?

bankruptcy FAQs at the footer of websites

VIP program

based on purchase amount, 30 days for points to accrue, works for all except HobbyTown

product weight/dimensions

bottom of product info page, more specifics in edit

bike event sponsorship

brandon aldrid, ryan oaks

Angry customer

break the loop, deescalate, transfer to someone else or a supervisor

specialized and giant bikes

can't ship! only in store

CVV

card verification value

question for NC?

charlotte order print on teams, contact info doc

RMA defective box

check if product can't be restocked

only marketplace tasks

check lost packages, set a date or send to rep cancel order, need rep to help cancel on marketplace

late package in US

check tracking, set a date, take care of customer, continue to track package in case it delivers

CA definition of on time

clock in 3-5 min early, on call/working at start

middle shift done

complete calls/chats, check for at least one person online

late JIT

converts to backorder, we take responsibility, can CSD upgraded shipping

replacement shipping options

copy customer's original choice, can go better if needed to fix/help

order split

courtesy by customer service after order placed, split off out of stock so in stock items ship now

no, but

create an alternate solution for customer, be generous

not what, but how and when

cultivate trust by how we speak with customers

chargeback

customer reports to credit card/paypal/etc that purchase isn't legit and gets money back. AUTO LOCK ACCOUNT, only unlocked by supervisor. If first time, explain and set the stage. Note: PP-D-#

CSD

customer service discount, monthly allowance, for helping customers/fixing

sending store credit

customers can send to each other, but not VIP redeemed SC

DOA

dead on arrival, CS gratuity to take care of customer

NGB RMA comments

defective reason refund type NGB hit restock to complete refund and email RMA dept!

replacement RMA

defective, through store credit

customer wrong?

dignity and respect

marketplace replacement policy

don't offer because we don't take payment and can't track, send to rep

last shift done

done when all calls answered, phones close 15 minutes prior

gift vouchers

electronic way to send store credit, can redeem for customer on front end

Non PTO/partial day

email Evan and Jasmine

removing SC from account

email to [email protected], refund SC to OP

looking up customer

email, phone, name

performance/nashbar store close

end of march, 2019

ETC

estimated time of completion for defect testing by RMA

marketplace help

experts page, Gabe

Philosophy

find out what the customer wants and give it to them

customer password reset

frontend through sign in page LAST RESORT: override in backend

"delivered" package not there

give 2 days to deliver, ask customer to check area, process as lost and take care of customer

helmet returns

high liability, must be brand new in packaging

new in box RMA

in packing like new

sending SC with no order

internal notes on customer account

split shipment

items coming from different warehouses/JIT or out of stock, will show related order numbers

main goal

keep customers coming back

oversize/heavy shipping

lithium batteries, fuel, aerosol

LBS

local bike shop

LHS

local hobby shop

LPC

lost package claim

refund shipping

manual refund, avoid doing, messes up ability to fully refund order

30%

margin of profit, financial limit for helping a customer, also check MAP

auto reorder stock

min stock greater than/equal to 1

no auto reorder stock

min stock of 0

MAP

minimum advertised price, required by manufacturer to protect price gouging, prevents discounts and coupons

Traxxis battery info

must charge with traxxis charger, legal requirement

placing order for customer?

must place over phone, no written payment information

LHS return

need proof of purchase and customer account, create blank return on backend, no refunds can only replace, NGB

open and unused RMA

needs repackaging, optional 15% restock fee

amazon prime seller?

no!

do we own flitetest?

no, but we handle legacy orders placed through us before the transition and FT products ordered from our website

split payment

not available through frontend

ebay refunds

not over 90 days

performance/nashbar declare bankruptcy

november 2019

LIPO info

number of cells = number of volts = power MAH: milliamps/hr = runtime

AMain distributing

offer distribution/bulk for stores, separate company

exchange policy

offer to set up return and place new order on SC

performance/nashbar old giftcard

offer up to $25 store credit, MUST have account, put notes in account

LHS/LBS returns

only for house brands, need proof of purchase

Shimano fit guarantee

only for in store, not online purchases, can CS gratuity as needed

do we offer order support or refunds for HobbyTown Retail store orders?

only for online hobbytown purchase

"unavailable online, in stock in store"

only in physical location, no longer able to ship/store transfer, new rule

in store pickup

order through website, shipping to store for customer, check for payment info, careful not to confuse with store order and mess up inventory

$25

our cost guideline for returns/replacements

damaged package

over $25 get a picture and get it back, check w/ RMA if unsure

failed refunds

over 1 year old on Paypal, card expiration, bank denies

Order of Operations

pending/phone order, order picking, packing order, shipped

POTD

plan of the day

98%/2%

policies designed to take care of 98% truthful, don't treat like the 2% bad

Fluff

positive, inviting phrases

marketplace payment

processed through them, we don't have transaction ID, limited refund options, they take a cut, can't offer SC, no price matching or discounts

where to find warranty info

product page on backend manufacturer info page RMA return page

front end ETA

provided by supplier, can't guarantee, can't give backend ETA info

how to put order on hold

put into processing and make note, reach out to someone in warehouse

other RMA

refund

PTO

request through Paylocity

backorder confirmation

required every 30 days to keep order open, response within 1 week of email, no response is auto cancel, CS can confirm after notification on frontend

in store payment

requires cash at warehouse for order to release, DONT DO, messes up cash box

RTS

return to sender, by customer take fee out of refund, by carrier need to take care of customer

SND

scratch and dent, sell at discount starting at 10%

Local Giftcards

send gift cards through separate website for all our companies, less liability, physical card, not electronic

Big Chico

ships bikes, large items

Avoid stock splits

split off backorder to avoid losing stock items

Shipping options

supersaver at bottom of product info, benchmark for company vs customer pay

how to close RMA

tab from open to closed, need to do to create new RMA

international defective replacements

take care of customs, physically override shipping w/ someone in warehouse

top mistake of customer service

take it personally

signs of fraud

take notes on account/order, inform supervisor, don't confront. "suspected unauthorized transaction"

tax exempt processing

takes 3-5 days, can refund after purchase within 30 days

set the stage

taking care of the customer so they come back, inform of policy for future, don't need approval, be generous

Sick

text Evan and Jasmine ASAP (call on Monday)

Refund bucket analogy

total spent = total able to refund, once partial refund done, system can't issue a full refund, failed = offer store credit

RMA comments

type reason refund type

billing address issues

use paypal or amazon pay, verified payment services for chosen address

defective products

we cover warranty, take back manufacturer warranty, directly to them

order notes

what and why anytime you do something, facts no speculation, info needed for other CS

honor sales prices?

within about a week

PayPal refunds

within one year from transaction date

new RMA

"closed" and update, multiple orders per RMA, one shipment per RMA, must separate defective into own RMA

JIT

"in stock in the supply chain", will ship to us then we ship it out

free shipping benchmark

$99

regular, faster, fastest shipping

1. once everything is in stock 2. in stock together, JIT and out of stock 3. in stock, JIT, out of stock ship separately

insurance policy

100% guarantee packages will arrive in new condition and in reasonable time, if not SELF INSURED

ebay order #

2-5-5

new performance/nashbar website open

2/15/2019

manual refunds

24-72 hours, log onto VPN to save to need to process order #-refund-payment type

VIP store credit

250 pts = $5, 90 days to use once redeemed, no partial redemption/use, can't fully pay w/ SC post discount pre tax, higher VIP level earns more points per dollar

order processing time

3-5 hours, can't cancel after through and marked shipped

amazon order #

3-7-7

late package international

30 days after expected delivery date, take care of customer

returns

30 days, new in box!!! set up RMA w/ recycle button and email customer, only pay for label if damaged/defective or for shoes

can't refund to store credit or partial

AFFIRM (full refund to OP only)

7 websites we manage

AMain hobbies, Hobby Town, RC Planet, Dan's Comp, AMain Cycling, Performance Bicycle, Nashbar

Marketplaces (not labeled as AMain)

Amazon Marketplace, Ebay

3 distribution center

Chico, Big Chico, Charlotte NC


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