Chat/Email: Halloween Final 2015

If there is a ____ in the middle of the tracking number then the package will be delivered by USPS (SurePost).

You can give a refund/credit of up to ____% of the value of an order without supervisor permission if you find it necessary to satisfy your customer.

What is the fee for a domestic flex label? (use this format to enter your answer $0.00)

"RAN" stands for Return Authorization Number and it should be given to the customer when you initiate a return.

• True

• False

You must enter a case note every time a customer calls regarding an order, even if it is just to check the size of the costume they ordered.

• True

• False

The best way to search for an order in OPUS is by email address.

• True

• False

Any order issued ofter cut-off time on Friday, on Saturday or Sunday is considered Monday business and will actually ship on Monday.

• True

• False

International customers are given a range of dates for their delivery because we don’t know how long it will take for the package to go through Customs.

• True

• False

For orders that contain Pre-Sale items we do not bill the customer’s credit or debit card until the order ships.

• True

• False

Saturday delivery is available anywhere in the USA.

• True

• False

How many coupons/discount codes can the customer use on their order?

• As many as they have

• 1

• Only 2

• 3

Shipping costs are based on the cost and weight of the products as well as the shipping level selected.

• True

• False

Replacement orders can be issued for International orders.

• True

• False

Hawaii, Alaska, Puerto Rico and the Virgin Islands orders may require extra days for shipping and incur additional shipping surcharges.

• True

• False

Applicable taxes need to be included on credit requests.

• True

• False

Customer reviews of products aren't useful to you. They are only helpful for customers.

• True

• False

If a customer says they have not received the Flex label they were promised, you should check the case notes, verify their email address, and send another Flex label.

• True

• False

When determining if an order is eligible for a coupon offer you should be looking at the order's:

• Subtotal + Shipping

• Grand Total

• Subtotal

• Subtotal + Taxes + Surcharges

We can ship orders to military bases in the U.S. and abroad.

• True

• False

All of our products can be shipped internationally.

• True

• False

Which orders do we guarantee the delivery dates for?

• All orders

• Domestic orders

• International orders

• Only orders with Express or Premium shipping service

Customers should write the RAN number on the outside of the box they are returning their item(s) in.

• True

• False

International customers are not eligible for Replacement Orders.  All we can do is credit them for missing/damaged items.

• True

• False

What are 2 possible resolutions if a customer is missing an item or item(s)?

• Call the Warehouse

• Replacement Order

• Check with our Carrier department

• Credit Request

• Check with the Delivery Resolution Team

If a domestic package is delivered after the guaranteed date, you issue a credit request for the shipping amount.

• True

• False

Pre-Sale or Pre-Order designation on a product means that a customer can order it even though it is not yet in stock.

• True

• False

Requesting an address change can add an extra business day to the transit time of an order.

• True

• False

Which two tabs in Opus show if a discount was applied to an order?

• Credits

• Discounts

• Line Items

• Case Notes

The guaranteed promise date for domestic packages is:

• The date the order will be processed

• The latest date the package will be delivered to the customer's doorstep

• The date the package will leave our distribution center

• The date we place the order

If an out of stock item shows an estimated in-stock date, the product will definitely arrive in our warehouse by that date.

• True

• False

All products are eligible to be returned.

• True

• False

You can track APO/ DPO/FPO orders all the way to delivered status.

• True

• False

Once you submit a credit request, it is automatically processed and the customer's credit card will be refunded immediately.

• True

• False

Customers can request their own RANs via the websites within 14 days of receiving their orders.

• True

• False

If a customer receives a damaged costume that is $35, I should create a RAN and have the customer return the costume.

• True

• False

If an item is "sold out for the season", we can put the customer on an email notification list.

• True

• False

If tracking shows a package was delivered but the customer cannot find it, the only thing you need to do is replace it.

• True

• False

If a domestic customer receives a damaged costume, we:

• Tell the customer they can keep it

• Create a RAN and ask that they return it if it costs more than $25.00

• Create a replacement order and a RAN for them to return it regardless of the price of the item

• Create a RAN for them to return it if the item costs more than $75.00

Customers can use a Flex Label to return an order with which carrier(s)?

• Any carrier

• Fed Ex

• UPS or USPS

• UPS or Fed Ex or USPS

• UPS only

• USPS only

You can send a replacement order before a trace investigation is completed but cannot credit the customer.

• True

• False