Description: Did not get the lowest price

Tools Needed: AMS | Salesforce|Shoplc website| MSTeams

Steps: 

1. Verification (Customer's Name)   

2. Verify item price both online and in ams ( check under order history and item search in ams on that same day as well as what showing on the web )( ask aproval if in doubt )    

3. Verify with cx item description (if item# is not available )     

Suggested Note Template:

"Reason of Call:  un able to get lowest price ........(dont forget to include order#/item# ,amount charge and reason )

Action Taken: apologize to cx/ (make sure to include in your notation refund process , refund tat, amount charge ,otc's, calculate exact amount if cx ask for it)

Suggested Scripts:

Apologies if you did not get the lowest price let me pull up your profile  to verify the details to get this resolve. 

I believe this is for item# (read description and confirm lowest price ).  

As per checking lowest price is $50 and you were charge $79.99 , so  let me process a refund (ask  if cx would like as sc or back to your original mode of payment. It will reflect back up to 5 business day depending on your bank and if its sc it will reflect right away on your profile.

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Description: Did not get refund for the returned item

Tools Needed: AMS | Salesforce|Shoplc website| MSTeams

Steps: 

1. Verification (Customer's Name)  

2. Verify return status  ( Intransit- share  status details and educ cx to wait once received will process a refund to mop/sc, Delivered- check if delivered to austin usps but not yet to WH ... if so share status details, and if delivered to WH share status details and educ cx returns update and refund tat, LIM- share status details and ask for approval for refund)                           

3. If customer insist for a refund regardless of reason please ask for sup assistance for us to check immediate options to help cx

Suggested Note Template:

Reason of Call: refund for returned item/s........(dont forget to include order#/item#   )

Action Taken: apologize to cx/ (make sure to include in your notation refund process/education depending on the checklist, refund tat, amount charge, otc's, calculate exact amount if cx ask for it)

Suggested Scripts:

Apologies for the delay of the refund let me pull up your profile to verify the details to get this resolved. 

I believe this is for item# (read the description and provide return status ).  

As per checking it shows here  still in transit rest assured once we receive the package will process a refund back to mop( if cx insists for refund ask for sup assistance ).

As per checking it shows here successfully delivered to usps austin texas not yet in our WH , rest assured will process refund once we receive the package ( if cx insist ask assistance from sup). 

As per checking last update is april 5th and I understand that its already 1st of june , heres what we need to do Il forward a reqest to our back end team will see if they can process a refund back to mop rest assured you'll receive a notification once refund is processed . 

As per checking It shows that it was successfully delivered to our WH however our returns team are currently working on ..... rest assured you will get a confirmation once refund is processed .                                                                                                                                                                                                                                                                 

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Description: Refund follow up for returned item 

Tools Needed: AMS | Salesforce | Shoplc website | MSTeams

Steps: 

1.Verification (Customer's Name)     

2. check how many times cx called , if there's a case created, request sent to refund gc, if a refund as been processed but not reflected on her end) .( if Case is present- check the case and post an follow up , if refund gc request is present- and if there's no refund send follow up and if refund is released but not yet reflected send a case ).  

Suggested Note Template:

Reason of Call: refund for returned item/s........(dont forget to include order#/item#   )

Action Taken: apologize to cx/ (make sure to include in your notation refund process/education depending on the checklist, refund tat, amount charge, otc's, calculate exact amount if cx ask for it)

Suggested Scripts:

Apologies for the delay of the refund let me pull up your profile   to verify the details to get this resolved. 

I believe this is for item# (read description and provide return status ).  

As per checking it shows here refund has been process but since its not yet reflected on you end , may I know whats the last 4  of the cc you want us to process the refund ? ( create a case  ) 

As per checking it shows here refund has been process allow up 5 bssnss days depending on your bank ( always check the released date of the refund and if its within tat).  

As per checking refund hasn't  released yet but no need to worry Ill forward a request to have it refunded back to mop (create a case)

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Description: Valid refund request to be process to the new credit card 

Tools Needed: AMS | Salesforce | MS Teams

Steps: 

1. Verification (Customer's Name)     

2. Validate the refund Request. Once done attesting , kindly ask if the customer would like the refund back to mode of payment or under ShopLC credit.

3. If the customer would like it to be done under new credit card, make sure to add it to the customer's profile. Never forget to Ask the customer if we are good to deactivate her old credit card.

4. Then, kindly create a case using Sales Force to process POS Refund to the new credit card on file. 

5. If Sales force is not available, kindly ask assistance for the support to create a case on your behalf by sending the complete information to the specific MS Teams GC, Case Creation Request in particular.

6. Don't forget to educate the customer about our turn around time for processing before delivering your personalized closing spiel.

Suggested Note Template:

With Sales Force

Reason of Call: Refund Request for     (valid reason of the request) (order number)/ account update (if new credit card was added)

Action Taken: added new credit card ending in    . Created SF request for POS Refund Request to process refund to new credit card ending in    . (Free flow)

case#:

Without Sales Force

Reason of Call: Refund Request for     (valid reason of the request) (order number)/ account update (if new credit card was added)

Action Taken: added new credit card ending in    . POS Refund Request to be process under new cc#   - Sent SF creation request to MS Teams GC for the support to file a case on my behalf due to CIQ/ Salesforce Issue POS Refund Request to be process under new cc#(Free flow)

Suggested Scripts:

" Would you like your refund back to your mode of payment or you want it through ShopLC credit that you can use immediately on your next order?"

" Your satisfaction is crucial to as and so receiving your refund immediately to the new credit card is what we wanted to happened. I have successfully created the ticket with all the information needed for the refund of $   to be process instantly on the new credit card ending in    . Kindly allow us up to 48 business  hours for the response and from there, it may take up to 5 business days for your bank to post the amount in you statement but still depending on your bank process."

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