Tigerdirect Training Cs Tracking Certification

32 Questions | Total Attempts: 151

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Tigerdirect Training Cs Tracking Certification

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Questions and Answers
  • 1. 
    Use this track if the customer received extra items that are not listed in his order or someone else’s shipment. (Not duplicates)     1)        The customer received their order + an additional item they did not order.  Example:  Customer ordered a Hard Drive but received a Hard Drive and a Memory Stick.   2)       The customer received their order + someone else’s order Example:  Customer ordered Hard Drive but received a Hard Drive and Bob Smith’s order P123456.   When this track is opened it is assumed that they received their own order.  Therefore, we would not be reshipping or refunding the customer anything.  However, you still need to comment whether the customer received their order or not.     Resolution: Advice the customer it will take 24-48 business hours to review the information.     Explain to the customer that a shipment pick up will be scheduled to retrieve the unwanted merchandise within 3 business days.
    • A. 

      Shipping Misdelivery

    • B. 

      Failed Gift Card

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Damaged Claim

    • E. 

      Make Tc Available

  • 2. 
    Use this track when a customer returned their item to the Canadian drop shipper but never received a refund for the item.     Resolution: Advice the customer it will take 24-48 business hours to review the information.  Explain that a credit memo will be requested from the drop shipper (5-15 days).  At that point a refund will be issued to their original payment method.     Refunds can take up to 72 business hours to post once they are processed.
    • A. 

      Make Tc Available

    • B. 

      Shipping Misdelivery

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Canada DS Returned No Refund

    • E. 

      Failed Gift Card

  • 3. 
    Use This Track If A Customer Receives A Damaged Package (Box Is Crushed, Concealed Damage). -Issue Ra For The Customer (Refund, Xch Now, Xch Wfc) -Do Not Send Shipping Label     Resolution: Advice The Customer It Will Take 24-48 Business Hours To Review The Information. Explain To The Customer The Investigation Will Take:   Ups Traces Can Take Up To 8-10 Business Days.    Usps Can Take Up To 8-15 Business Days.    Truck Traces Take Up To 30 Days   A Pick Up Will Be Issued By The Track Rep; It Will Take Approx. 3 Business Days.  At That Point The Shipping Company  Will Send A Driver To Pick Up The Merchandise, If It’s A Trucking Company They Will Call The Customer Before Attempting Pick Up.  
    • A. 

      Overdraft Fee

    • B. 

      Truck Pickup Request

    • C. 

      Canada Ds Returned No Refund

    • D. 

      Make Tc Available

    • E. 

      Damaged Claim

  • 4. 
    Use This Track Whenever A Customer Calls And States That An Item They Had Claimed Lost Has Been Found.  For Example When You Open A Shipping Trace Track And We Reship The Order, And Then Ups/Trucking Co. Delivers It Or They Find A Neighbor Had It, Etc.  Any Time An Item Shows “Returned”, “Exchanged”, “Canceled” In Macs, But The Customer Says To Have It, Make Sure To Open This.   Resolution: Advice The Customer It Will Take 24-48 Business Hours To Review The Information.   Explain To Customer That We Will Try To Recover The Item By Rerouting It, Or If The Customer Has The Items,  A Pick Up Will Be Issued By The Track Rep; It Will Take Approx. 3 Business Days.  At That Point The Shipping Company  Will Send A Driver To Pick Up The Merchandise, If It’s A Trucking Company They Will Call The Customer Before Attempting Pick Up
    • A. 

      Lost Item Found

    • B. 

      Shipping Misdelivery

    • C. 

      Canada Ds Returned No Refund

    • D. 

      Additional Shipment Not Ordered

    • E. 

      Make Tc Available

  • 5. 
    Use This Track When A Customer Claims To Have Paid The Brokerage Fees Themselves. Ask The Customer To Fax You The Bill From   Ups Showing That They Paid For The Fees, Once You Have It Open This Track And Take The Bill To Order Entry As You Do With The P&H Reimbursements.   You May Email [email protected] If Not In Miami Office.  Make Sure What You Get From The Customer Is An Actual Carrier Bill And Not A Commercial Invoice.  Document Must List The Brokerage Fees Paid, Not Just The Dollar Value Of The Merchandise.
    • A. 

      Damaged Claim

    • B. 

      Failed Gift Card

    • C. 

      Make Tc Available

    • D. 

      Paid Brokerage Fees Canada

    • E. 

      Overdraft Fee

  • 6. 
    We use This Track When the customer still has an authorization in his Paypal account and it still has not dropped off. We also open this when there Are Credits In Account History And We Need To Refund To PP (Include Amount) P&H Refund For Return Shipping (Include Amount And Have Manager Approval If Over $20) Refund Was Not Issued Back To Paypal Account But Shows Returned In Macs (Include Amount) Transaction Id Not On Development Page (Include Email, Amount And Date) Any Problem With Ebay Orders (Ep Payment Method)   Resolution: Advice The Customer It Will Take 24-48 Business Hours To Review The Information.   Explain To The Customer That If A Refund Is Pending: Refunds Can Take Up To 72 Business Hours To Post Once They Are Processed.   If Credits Are Pending To Be Applied To The Account Explain To The Customer That Once Payment Is Verified With Pp They Will Be Applied To The Account.
    • A. 

      Additional Shipment Not Ordered

    • B. 

      Failed Gift Card

    • C. 

      Canada Ds Returned No Refund

    • D. 

      Shipping Misdelivery

    • E. 

      Paypal Issues/ Ebay Issues

  • 7. 
    Use This Track If A Customer Provided Correct Shipping Information, But The Order Was Delivered To The Incorrect Address Or Needs To Be Redirected, Due To Tiger Or Shipper Error, Or An Intercept/Reroute Is Necessary. 
    • A. 

      Failed Gift Card

    • B. 

      Overdraft Fee

    • C. 

      Shipping Misdelivery

    • D. 

      Price Match

    • E. 

      Make Tc Available

  • 8. 
    Use This Track When A Customer Has Tiger Credit And They Wish To Have It Sent Back to their Credit Card.     Resolution: Advice The Customer It Will Take 24-48 Business Hours To Review The Information.   Explain To The Customer That Credits Will Be Applied To The Account Within 72 Business Hours From The Day The Customer Calls In.
    • A. 

      Additional Shipment Not Ordered

    • B. 

      Tiger Credit Reversal

    • C. 

      Canada Ds Returned No Refund

    • D. 

      Failed Gift Card

    • E. 

      Make Tc Available

  • 9. 
    Open This Track If A Customer Wishes To Cancel A Waca Or Bwg Warranty.  Please Note That Warranties Can Only Be Cancelled Prior To Use (During The Manufacturer’s Warranty Period).  Once They Have Been Put Into Use, The Customer Must Call Waca At 1.888.969.2260 Or Bwg 800-846-2301 To Have The Warranty Cancelled And A Pro-Rated Refund Submitted.
    • A. 

      Warranty Refund

    • B. 

      Damaged Claim

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Overdraft Fee

    • E. 

      Make Tc Available

  • 10. 
    If An Item Delivered By A Trucking Company Is Received Defective, And The Customer Is Doing The Exchange Through Us, Open This Track To Arrange To Have A Trucking Company Pick The Item Up. This Track Is Also Used To Send Shipping Labels To Canada.    Resolution: Advice The Customer It Will Take 24-48 Business Hours To Review The Information. Explain That After The Track Is Closed A Truck Pick Up Will Be Scheduled.  Truck Pickups Take 24-36 Business Hours, A Driver Will Call To Schedule The Day And Time.  
    • A. 

      Failed Gift Card

    • B. 

      Truck Pickup Request

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Overdraft Fee

    • E. 

      Canada Ds Returned No Refund

  • 11. 
    Use This Track When A Customer Calls Stating That They Have Sent A Check Or Money Order, And It Has Not Been Applied To The Order.  Do Not Open This Track If The Customer Cannot Provide The Check Or Money Order Number, Or Proof That It Was Received At Our Facility.  Be Sure To Check Account History To Make Sure That The Funds Have Not Been Applied To The Account Instead Of The Order Before Opening This Track.  
    • A. 

      Price Match

    • B. 

      Make Tc Available

    • C. 

      Apply Sent Ck/Mo

    • D. 

      Failed Gift Card

    • E. 

      Overdraft Fee

  • 12. 
    Use This Track If A Customer Calls Complaining Of Multiple Authorizations To Their Credit Card, Use This Track To Have The Duplicate Authorizations Removed.     Resolution: Advice The Customer It Will Take 24-48 Business Hours To Review The Information.     Refunds Can Take Up To 72 Business Hours To Post Once They Are Processed.
    • A. 

      Canada Ds Returned No Refund

    • B. 

      Cc Auth Cancellation

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Failed Gift Card

    • E. 

      Price Match

  • 13. 
    Use This Track To Request Refund For A Customer That Attempted To Use A Gift Card Online But Was Charged Fully To Their Actual Payment.   This Track Is Not For Applying Gc Because You Don't Know How To Do It
    • A. 

      Additional Shipment Not Ordered

    • B. 

      Make Tc Available

    • C. 

      Canada Ds Returned No Refund

    • D. 

      Overdraft Fee

    • E. 

      Failed Gift Card

  • 14. 
    Use This Track When A Shipping Refund Is Required.  Please Note That These Refunds Always Go Back To The Original Pay Method.  If Refunding For What Customer Paid To Ship Item Back To Us. Open Track And Email [email protected] With The Receipt Showing The Customer Paid More.
    • A. 

      P&H Refund

    • B. 

      Overdraft Fee

    • C. 

      Make Tc Available

    • D. 

      Canada Dropship Ra Request

    • E. 

      Price Match

  • 15. 
    Use This Track If A Customer Received Something Different Than What His Order States.  If Sent Ups Send A Ups Label. If Sent Trucking Co. Open “Truck Pick Up Request” Track, To Have The Item Returned Back To Us.  
    • A. 

      Canada Dropship Ra Request

    • B. 

      Additional Shipment Not Ordered

    • C. 

      Canada Ds Returned No Refund

    • D. 

      Shipping Mispick

    • E. 

      Make Tc Available

  • 16. 
    If Tiger’s Price On Any Item (Excluding Cpu’s, Memory, Or Any Pc Or Laptop) Drops Within 30 Days Of Purchase, Open This Track To Have A Tiger Credit For The Difference Issued To The Customer’s Account, Or If Customer Is Requesting A Refund Due To Advertising Error.  
    • A. 

      Canada Ds Returned No Refund

    • B. 

      Make Tc Available

    • C. 

      Price Match

    • D. 

      Canada Dropship Ra Request

    • E. 

      Price Protection

  • 17. 
    Use This Track When An Item Has Been Drop Shipped In Canada And The Customer Needs To Return The Item.   To Send A Label To Canada Open Track “Truck Pick-Up Request”.  A Track Agent Will Send A Pre Paid Shipping Label By Email To The Customer.
    • A. 

      Price Match

    • B. 

      Canada Dropship Ra Request

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Overdraft Fee

    • E. 

      Make Tc Available

  • 18. 
    Use This Track To Reimburse The Customer For Fees Caused By The Company. Customer Must Send In A Copy Of The Bank Statement To Prove The Overdraft Fee Was Caused By Us.
    • A. 

      Shipping ShortShip

    • B. 

      Overdraft Fee

    • C. 

      Canada Ds Returned No Refund

    • D. 

      Price Match

    • E. 

      Make Tc Available

  • 19. 
    Use This Track When A Customer Is Inquiring On A Shipment Which Macs Shows Drop Shipped From A Canadian Distributor, But It’s Been Over 24hrs And There’s No Tracking # Available, Or The One Available Is Invalid, Open The Track Above.
    • A. 

      Additional Shipment Not Ordered

    • B. 

      Damaged Claim

    • C. 

      Price Match

    • D. 

      Additional Shipment (Not Ordered)

    • E. 

      Canada Dropshipped No Tracking #

  • 20. 
    Use This Track Is Used When A Customer Calls To Cancel An Order That Is Currently ‘At Drop Shipper’.   Special Instructions For Items Shipping From Ohio (Systemax Pc’s And Open Box Items): Send An Email To [email protected] With The Order Number And Reason For Cancellation.
    • A. 

      Shipping ShortShip

    • B. 

      Price Match

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Dropship Cancel

    • E. 

      Make Tc Available

  • 21. 
    Use This Track To Give An In House Credit To Customers For Anything That Might Have Gone Wrong With Their Order.
    • A. 

      Shipping ShortShip

    • B. 

      Additional Shipment Not Ordered

    • C. 

      Make Tc Available

    • D. 

      Customer Satisfaction T/C

    • E. 

      Damaged Claim

  • 22. 
    Use This Track To Report Any Incidents Of Fraud To A Customer’s Account.
    • A. 

      Credit/Debit Card Fraud

    • B. 

      Price Match

    • C. 

      Additional Shipment Not Ordered

    • D. 

      Shipping ShortShip

    • E. 

      Make Tc Available

  • 23. 
    Use This Track To Request An Ra From A T2 Dropshipper.  Ingram, Tech Data, Synnex And D&H You Can Call Or Email For Ra. Always Note Whether The Item Is Open Or Not. Once The Ra Is Obtained You Will Get An Email With The Information You Need To Provide The Customer With.
    • A. 

      Shipping ShortShip

    • B. 

      Additional Shipment (Not Ordered)

    • C. 

      Dropshipped Usa Ra Request

    • D. 

      Damaged Claim

    • E. 

      Additional Shipment Not Ordered

  • 24. 
    Use This Track When A Customer Has Been Sent A Refund Check And They Claim That It Has Not Been Received.  Allow 14 Days From Issue Date Before Opening This Track.
    • A. 

      Shipping ShortShip

    • B. 

      Pending Paid Brokerage Fees Canada

    • C. 

      Additional Shipment (Not Ordered)

    • D. 

      Refund Ck Status

    • E. 

      Damaged Claim

  • 25. 
    Use This Track When The Customer Or Ups Calls To Request Documents In Order For The Shipment To Be Released From Customs And Delivered.  A Track Agent Will Send The Necessary Information Directly To Ups.  
    • A. 

      Price Match

    • B. 

      Additional Shipment (Not Ordered)

    • C. 

      Refund Ck Status

    • D. 

      Pending Paid Brokerage Fees Canada

    • E. 

      Shipping ShortShip

  • 26. 
    Use This Track To Apply Tiger Credit That Is Currently In Unapplied Credits Towards A New Order.  Open Track On The Original Order Where The Credit Was Given In Not Wfc Order.
    • A. 

      Shipping ShortShip

    • B. 

      Additional Shipment (Not Ordered)

    • C. 

      Make Tc Available

    • D. 

      Pending Paid Brokerage Fees Canada

    • E. 

      Refund Ck Status

  • 27. 
    Use This Track If A Customer Paid By Check, Wire Transfer, Or Ach, And They Paid Too Much; Had An Item Cancelled From Their Order,  Or Want In House Credit To Be Reversed Back To Their Original Payment Use This Track To Have A Refund Sent Via Check.
    • A. 

      Make Tc Available

    • B. 

      Refund- Tax Exempt

    • C. 

      Additional Shipment (Not Ordered)

    • D. 

      Refund Ck- Cust Overpd/ Refund Ck-Canceled Itm

    • E. 

      Shipping ShortShip

  • 28. 
    Use This Track If A Customer Is Tax-Exempt, But Was Charged Sales Tax On Their Order, Open This Track To Have A Refund Of The Taxes Processed To The Original Pay Method.  Before Opening This Track, You Will Need To Have The Customer Fax You A Copy Of Their Tax-Exempt Information.  Make Sure That The Address On The Tax Info Matches The Shipping Info On The Order. Also If A Customer Was Not Refunded Taxes On A Return Open This Track To Have The Amount Of The Taxes Refunded Back To Original Payment Method.
    • A. 

      Price Match

    • B. 

      Make Tc Available

    • C. 

      Refund- Tax Exempt

    • D. 

      Refund Ck Status

    • E. 

      Refund Ck- Cust Overpd/ Refund Ck-Canceled Itm

  • 29. 
    When One Or More Items Are Missing From A Delivered Package On One Level Of An Order, Or Customer Receives And Empty Box.  Check Order To Make Sure The Items Show Shipped.  If Item Is Missing From A Particular Part Number, The Customer Must Call The Manufacturer.
    • A. 

      Refund Ck- Cust Overpd/ Refund Ck-Canceled Itm

    • B. 

      Refund- Tax Exempt

    • C. 

      Refund Ck Status

    • D. 

      Make Tc Available

    • E. 

      Shipping Shortship

  • 30. 
    Use This Track If A Customer Has Tracking Info Showing That An Item’s Been Delivered To Our Warehouses In Il Or Oh, And It Has Been More Than 5 Business Days Since It Was Delivered, Open This Track To Expedite Return Processing.  Before Opening The Track Ensure That The Order Shows ‘Drop Shipped’ Or ‘Auth For Return’. 
    • A. 

      Shipping ShortShip

    • B. 

      Price Match

    • C. 

      Return Expedite

    • D. 

      Additional Shipment (Not Ordered)

    • E. 

      Refund Ck- Cust Overpd/ Refund Ck-Canceled Itm

  • 31. 
    Use This Track When A Level Of Customer’s Order Shows Delivered Or Scanned Not Shipped, But Customer Is Claiming Non-Receipt. A Customers’ Package Was Damaged On Delivery. (Do Not Send Ups Label For Damages). Track Order 1st To Make Sure It’s Not In Transit.
    • A. 

      Additional Shipment (Not Ordered)

    • B. 

      Price Match

    • C. 

      Shipping Trace

    • D. 

      Make Tc Available

    • E. 

      Refund Ck- Cust Overpd/ Refund Ck-Canceled Itm

  • 32. 
    At Point Of Sale We Will Match Any Competitor’s Price On Identical Offers Or Items. The Item Must Be In-Stock, Available For Immediate Shipment And Be In The Same Condition As Our Advertised Item. Price Matched Items Are Limited To One Per Household. Sorry, But We Do Not Offer Price Matches On Any Item That Is Advertised Below Our Actual Cost.  
    • A. 

      Shipping Trace

    • B. 

      Refund- Tax Exempt

    • C. 

      Refund Ck Status

    • D. 

      Price Match

    • E. 

      Make Tc Available