AMain Training (eval for certification)
"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
