KB: How To: WDYW Alerts

WDYW (“What Do You Want”) alerts are used to chase up on what a customer wants when returning an item to Head Office. These normally are updated for 2 working days’ time after being worked on.    

How to:

• • If it is a store purchase, bring the transaction up on Mini Transaction Analyser using the receipt number and view the payment method used. This will either show as a cash payment, card or giftcard. As many giftcards show as Mastercard or Visa on Mini Transaction Analyser, we need to contact the customer to find out how they paid for the item if it shows as a card payment of any kind.

• • If the customer has paid by ANY form of giftcard, i.e. Love2Shop, Fashion Choice or One4All, we need to refund this by putting the funds back on to a schuh giftcard and sending this out to the customer.

• • If the customer confirms they paid by using a bank card or you can already see they have paid with cash, process the refund as normal via BACS or IBAN transfer.

• • Our first point of contact is always to CALL the customer. If you can’t reach them, leave a voicemail where possible, send a text and an email. Log what you have done then update the alert for 2 working days’ time from the last point of contact.