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Q.WHAT IS DAMART WEBSITE?
WHERE IS MY ACCOUNT NUMBER?
The 10 digit account number can be found on all Damart documentation, a Delivery Note, a statement any letter or email will give the account number. Top right corner of the Order Form.
Q. WHAT DO THE STATUS IN COLLECTIONS MAINTENANCE (AFTER CLICKING RETURN COLLECTION) MEAN?
Awaiting Collection: Still waiting courier come to pick up parcel. It will be for that day’s date. Advise customer Evri work until 8 pm and they need to wait until then.
Awaiting Return: Once the date has passed the system automatically assumes the parcel has been collected and changes status to Awaiting Return (to Damart warehouse). If customer advises you that item has NOT been collected by Evri you need to start the Failed Return Collection procedures, check how many times the item has not been collected from here.
Return Processed: It has returned to our warehouse and paperwork has been processed.
Re-sub collection: When we arranged to collection to customer on our system address is not correct.
Pre-sub Failure: It means there is more than 1 address on customers account. System does not recognize which to send courier. For this issue apologize to customer. Follow the steps on Module 2 Pre-sub Failure.
DELIVERY AND COLLECTIONS
The courier will attempt to deliver/ collect the parcel. If the customer is not there: DELIVERY - The courier will try to leave in a safe place or with neighbours. If unable to deliver the parcel, the courier will make 2 further attempts.
EVRi will leave a calling card in the event of an attempted delivery/ collection or a ‘digital calling card' if we have the customer’s email address
Q.WHAT IS THE DIFFERENCE BETWEEN ADDING A COMMENT AND
COMPLETING A MEMO?
We leave a Memo when someone at Damart needs to actually make an action, such as ensuring the personal account is not charged the 3.99 return fee.
We leave a Comment in the Customer Enquiry to ensure anyone else communicating with the client has a full picture of previous interactions.
Memo Entry & Multiple Failed Return
What is Memo Entry? It means we are sending message to Customer Services to help about account Multiple Failed Return Collections or Large or Light Parcel pick up.
Memo Entry: Multiple Failed Return Collections (You will type a message on Memo Entry but only if it is PERSONAL ACCOUNT)
Memo Entry: We will also use for Light or Large collection (It means products are not fit to send with Parcel) Put this message to Memo Entry
Choose Category: Light and Large Collection
“Customer would like to return her products airer and has asked if van can pick this up as the item is very large.
Contact Details: Do not forget “Customer’s Phone Number”
Q: HOW LONG DOES IT TAKE FOR A RETURN AND REFUND TO BE PROCESSED?
Answer: It can take 14 days. Our aim is to have a return processed and credited to the account (Personal Account) or refund (Full Payment) within 14 days. However, there are many occasions when this is done before.
Q: WHAT IS THE SECURITY CHECK FOR CUSTOMER AND A THIRD-PARTY CALL?
Answer: If the customer is calling, we ask for their FULL NAME and FIRST LINE OF THE ADDRESS. If a Third Party is calling, we ask for the CUSTOMER’S FULL NAME, THE CUSTOMERS FIRST LINE OF ADDRESS and THE CUSTOMERS DATE OF BIRTH (TELEPHONE NUMBER IF DATE OF BIRTH IS NOT KNOWN). If the Third Party is unable to give us this information, we ask if the customer is there to gain authorisation, if not the Third Party will need to ring back when they are available
Q: Why do we ask the customer their reason for return?
Answer: To as certain whether there is a charge for the return or not.
Q: What if the customer does not have the original packaging for the return?
Answer: The customer can place their returns in a strong bag or box, ensuring it is secure. Pop the delivery note inside the parcel with the returns section complete and stick the return label that has the barcode on the front of the parcel
Q: What is a ParcelShop?
Answer:ParcelShop is a fast, friendly and handy parcel service which allows the customer to return their parcel to their nearest corner shop, newsagents or supermarkets. They offer the customer longer opening times, many being open 7 days a week until 10pm at night.
Q: Courier did not pick up my parcel because my Return Label is failed to scan.
Answer: If customer tells you about courier failed to scan return barcode. We should offer to customer print return label again (Parcelshops&Royal Mail)
Q: What to do if see error "Payment Does Not Match?"
Answer: Interrupt the Order and go to "Interrupted Orders" hit "Resume" and continue as usual
Q: I want to Exchange an item but there is a return charge how do I pay?
Answer: If customer wants to exchange FULL PAYMENT customer type. They can put a cheque inside covering the 3.99 return fee and the difference to cover if the item preferred for replacement is higher than the original price of the item they are returning or write card details on a piece of paper put inside to parcel.
Q : It is the wrong size/colour, how do I get the right size/colour?
The Customer needs to complete the exchange section at the bottom right of the Delivery Note received with the order. It may take up to 14 days for the return to be processed and the replacement item to be sent.
Q : What can I do if lost my Return Label?
1. Customers can print their Return Label in most Evri ParcelShops or at their nearest Post Office. They must ensure they have their Order Number to print a Return Label.
2. (i) Free Post Label. Go to OPRA > Order Enquiry > Free Post Label > choose reason “ 03 FPL not received after being sent”. Advise the customer it will take up to 14 days to arrive and is for use with the Royal Mail only. Once they have received the label the parcel must be taken to the Post Office to be sent.
(ii)Next step is go to Customer Enquiry > Comments > Leave comment to next agent see. “Customer lost return label is not able to go out. Sent FPL advised will take about 14 days to arrive and must be sent from Post Office.
3. Customer can go to the Evri website and book a return collection for themselves. This will be at their own expense,
and is their responsibility if item is lost.
Please note: we are not able to help beyond the above suggestions and encourage the customer to take care of any paperwork received with their orders until they are sure they are keeping all the items in the order or they are not.
Q: I want to order something else instead, how do I do this?
Answer: Ask the customer to complete the Returns section advising what’s being returned and why it’s being returned. They also need to complete the Exchange section (next to the Returns sections) stating what they would like instead.
REMIND the customer that they will need to send additional money (cheques) to cover the cost if the new item is more than the item being returned and any returns postage.
Q: Damart Return Policy
Answer: To qualify for a refund of the standard postage and packing charge usually £3.99 the customer must return the full order including any free gift(s) to us within 14 days. Any additional charges, for example Express Delivery will not be refunded.’ (Express delivery is an additional £3.00 with guaranteed delivery of 2 working days, this is offered at the time of placing the order.
Q: When will this be charged?
Answer: PERSONAL ACCOUNT BEFORE the parcel is returned to the warehouse. FULL PAYMENT AFTER the parcel has been in returned at the warehouse.
Q: What Return reasons are free of charge?
Answer: The customer must pay to return a parcel unless the product is faulty, damaged or we have sent the wrong item in error, in these scenarios ONLY the postage to return will be free
REVERSE OF THE DELIVERY NOTE
There are 2 returns labels – EVRi or Royal Mail. The customer decides how they want to return the parcel. The customer cut out the chosen label and attach it to their parcel ensuring that all other labels are covered to avoid confusion.
EVRi is the UK's biggest parcel delivery/ collections company. Royal Mail is a British postal service and courier company.
RETURNS OPTIONS
EVRi COLLECTION ARRANGED BY DAMART COST: £3.99 - charged to Personal Account at the time of collection arranged if a Personal Account order. FULL PAYMENT – charged by deducting from the refund when the goods are received back and processed. PROCESS: Customers can book a returns collection by calling 0871 423 4351 (The call is charged at 13p per minute). A collection is arranged on an agreed date . The courier will collect anytime between 7am and 8pm. A receipt will be given as proof of collection.
POST OFFICE (USING THE ROYAL MAIL LABEL) COST:£2.99 - Charged when the return has been received and processed for both Full Payment and Personal Account. PROCESS: The customer returns this via their local Post Office, the barcode will be scanned, and a receipt given.
EVRi COLLECTION OR DROP OFF AT THE PARCELSHOP– SELF SERVE – ARRANGED BY THE CUSTOMER THROUGH THE EVRi WEBSITE COST: £2.99 - The amount will be charged through EVRi on their website. The customer books this service through the EVRi website. (They must have their order number to hand) They will be required to print their label so will need access to a printer. (Most ParcelShops can print the label for the customer)
Q:What’s the Royal Mail website to check postcode?
Answer: royalmail.com/ find a postcode
Q : Do I owe you any Money?
Answer: Go to Customer Enquiry > Account > “ Balance ” check it from there.
Q : Has my account been credited for the item(s) I returned 3 weeks ago?
Ask which order this is related to and go into Order Enquiry. Check the Items in the order from the Order Items tab, once you have found the item(s) look at the status of item, it should say returned. Take note of the Order Number and the date of order. Go into Customer Enquiry. Open the “Transactions” tab (4th from right). From here scroll to approx 14 days from date of order. Ifitem(s) have been credited you will see 102 - Return in the “Type” (third) column and see the account has been credited in the “Balance” column.
Q : The Evri courier has just been and said the parcel has the wrong label on it and refused to take it. What should I do?
Ask the customer to describe the label they have placed on their return package. Is it the correct label? Describe the correct label to them in detail ensuring they have cut off the part showing the Royal Mail symbol to avoid confusion for the courier. In most cases they will understand they have not used the correct label. Ask them to put the correct label on and rebook a collection for the customer. This should not be free of charge (FOC) as the error was the customer’s.
Q : I want to arrange return collection but I was in hospital so it has been over a month since I placed the order
Answer: Damart have a 14 days Return & Exchange policy. We are able to accept Return & Exchange after 14 days in exceptional circumstances such as this, or they may have been on holiday. We do not want to lose our customer. You can arrange collection but you must learn the reason from customer and add a Comment to Customer Enquiry in their account. Customer could be in hospital or holiday etc.
Q: IS THERE ANYWHERE WE DO NOT COLLECT FROM?
Answer: We DO NOT collect from the Channel Islands, PO BOX Addresses and British Forces Post Office Locations.
THE CHANNEL ISLANDS are made up of small islands nearer to France than the UK. The islands are Guernsey, Jersey, Sark and Alderney. Guernsey and Jersey are the bigger of the islands.
A Post Office Box is a secure, private and lockable box for letter and small parcels to be sent to. These can be found in the Royal Mail Sorting Offices, or in some occasions, Post Offices.
BRITISH FORCES POST OFFICE LOCATIONS (BFPO addresses) are used for the delivery of mail in the UK and around the world. Each BFPO number is a unique location to which you can send or receive post to.
Q: Can I pay the courier when they pick up my parcel?
Answer: No, the courier will not accept any form of payment for collecting your parcel. If the goods have been paid in full, the return collection charge will be deducted from the refund. If the items have been added to a Personal Account, the return collection charge will be added to their account.
Q: Can the parcel be picked up when the courier delivers my next parcel from Damart?
Answer: No, it is a separate transaction. The collection needs to be booked in, if not booked in the courier will refuse to the take the parcel.
Q: I have an EVRi return already booked in with another company, can I pass them the Damart parcel as well?
Answer: No, it is a separate transaction. The collection needs to be booked in with Damart, if not booked in the courier will refuse to the take the parcel.
Q: How do I pack the parcel?
Answer: If you have the original packaging and it’s in good condition, use this to return the parcel ensuring the delivery note is inside with the returns section complete and the label attached to the front of the parcel. If you do reuse a box or bag, make sure there are no old labels or barcodes showing. These might be picked up by the courier's scanners and the parcel is sent to the wrong place. If the original packaging is not in good condition, or they no longer have it, ask the customer to use a strong bag/ box to return the item ensuring the item is secure, it has quite a journey to go through!
Q: What if the customer requested to Increase their Credit Limit without an Order?
Answer: We have to assist the customer by sending Memo to Memo Category "Change Credit Limit". Make sure to include "contact number:" for callback and indicate that the customer is requesting for credit limit increase.
Q: I’ve just received my Personal Account statement and there are items on there that I returned yesterday. Shall I wait for my next statement to make a payment?
Answer: If the customer always pays in full once their statement has been received, advise them to deduct the amount of returns off of the total balance and pay the amount outstanding. If the customer pays on a monthly basis, advise them to pay their minimum monthly amount found on their Personal Account statement.
Q: I’ve been sent a letter to tell me that my replacement item is out of stock.
Answer: If an item is out of stock, we work very hard to replenish as soon as we can. Generally, it can take up to 3 - 4 weeks for items to be back in stock, but if it is any longer, we will continue to keep in contact with you by writing or emailing
Q: Address for Returns
Answer: 10 Steeton Grove, Steeton, Keighley BD20 6TT, United Kingdom
Q. The Customer has two parcels from separate orders to be returned at the same time, how do they go about it.
Answer: They should book separate collections for the two parcels. If the customer is very unhappy about having two collection dates we can advise that they put the goods together and use one label to put on the front of the parcel but include the other label inside the parcel. This is the case where the customer is unhappy.
Q. Customer would like to file a complaint about Evri service
Answer: For agents not trained in Service Line, Apologize to the customer’s bad experience. Connect them to Service_Dam.
Q. HOW DOES THE CUSTOMER PAY FOR THEIR GOODS?
Answer: FULL PAYMENT - This is when a customer pays IN FULL at the time of placing the order by either credit/ debit card, cheque, giro/ postal order or PayPal. (PayPal is web only).
PERSONAL ACCOUNT – This is when a customer pays for their order after they have received it using either credit/ debit card, cheque, giro/ postal order, direct debit, at the bank, online banking, using the automated payment line or PayPal (PayPal is web only.
Q. Conditions Of A Personal Account
1. The person must be 18 years or over. (This is the minimum age to apply for credit)
2. The person applying must provide their full name, 1st line of the address and date of birth to enable the credit check to be processed. This is to check we can allow the customer to use our credit facility.
3. The credit check must be carried out on the person’s home address. (Busines address not allowed) and the address must be in the UK ( excluding the Channel Islands)
4. The customer must give ‘EXPLICIT’ consent to a credit check taking place.
5. The person cannot open an account on behalf of somebody else. (Third party caller cannot open an account on behalf of a customer).
Q. Stock Status Means?
IN STOCK- item is available
Low Stock-“The item may run out and will need to replenish, therefore there may be a delay of 3- 4 weeks.”
Out of stock- “The item is currently unavailable; we are expecting more stock in the next 3-4 weeks.”
Direct despatch- “This item is coming directly from the manufacturer so it will be with you within 7 days but in a seperate delivery.”
Autocancel- ”This item is discontinued and will NOT be coming back into stock”
Q. What is a Consumer Credit Agreement?
Consumer Credit Agreement (CCA) is sent to the customer with a welcome letter on the day the Personal Account is opened, it is important that this document is signed and returned to us. (Terms and Conditions). If this is not returned we will send the CCA out again after 60 days as well as a reminder printed on statement 2, 3 and 4.
Q. What is an offer code?
Answer: It allocates any discounts, free gifts, free postage and packing the customer has been given.Are usually a 5-digit number or word, for example INSPIRE, SUMMER. Only one offer code is allowed per order. It can be found in various sources such as Full catalogue, media inserts, Off the page adverts, or web.
Full Catalogue- (82+ pages) NO OFFER CODE. Advice to check Order Form, Damart letter, Statements.
Media Inserts- A 32-page mini catalogue that is inserted into various national magazines and newspapers. SALE Catalogue. Refer to Front, back cover but usually at Second page.
OFF THE PAGE (OTP) ADVERTS- Offer code is clearly stated next to the Item Reference Number.
Web- top of the page, or home page.
Q. What if an offer code cannot be found?
Ask what DISCOUNT, PROMOTION, or FREE GIFT are they seeing from their CATALOGUE or OTP (Off the page) adverts.
Guide the customer where to find it.
Check the magnifying glass and select the offer code from there.
Check the magnifying glass, you may choose no gift available with 3.99 P&P .
For NEW CUSTOMERS, if they don’t have it, use 16069.
Q. What is a reference number?
Answer: This is an item code, consisting of 7 characters (AAR532x): 3 letter prefix, 3 numbers, and either X or letter O. Exemption would be if a customer is ordering from 'Off The Page' sometimes the prefix will feature a number (example:6BR720X).
If the item is from the website it will only consist of 1 letter followed by 3 numbers and an x (R932x), so for this to be read by the Opra system, you have to add prefixes either TS, TR, or TZ (for on sale item).
Q. What to do with the error “The Town address field is blank” after clicking pay/complete?
Answer: Go to change details Copy the district and paste it into the town field. Refresh the account.
Q. What will I do if the customer is asking about the sizes of the item and I do not know the conversion of single and dual sizes, etc?
Answer: Check the website, at the bottom part, select size guide.
Q. I am experiencing technical issues, who do I contact?
Answer: Please reach out to your TL through Rocketchat or Whatsapp. Someone from the Training Team or the Supervisory Team will assist you.
Q. The customer is discussing a code needed to enter a raffle prize.
Answer: There is no need to take the code. The customer is referring to the annual grand prize draw, in which they will automatically receive entries upon placing an order.
Q. What can I do if lost my Return Label?
Answer: 1. Customers can print their Return Label in most Evri ParcelShops or at their nearest Post Office. They must ensure they have their Order Number to print a Return Label.
2. (i) Free Post Label. Go to OPRA > Order Enquiry > Free Post Label > choose reason “ 03 FPL not received after being sent”. Advise the customer it will take up to 14 days to arrive and is for use with the Royal Mail only. Once they have received the label the parcel must be taken to the Post Office to be sent.
(ii)Next step is go to Customer Enquiry > Comments > Leave comment to next agent see. “Customer lost return label is not able to go out. Sent FPL advised will take about 14 days to arrive and must be sent from Post Office.
3. Customer can go to the Evri website and book a return collection for themselves. This will be at their own expense, and is their responsibility if item is lost.
Please note: we are not able to help beyond the above suggestions and encourage the customer to take care of any paperwork received with their orders until they are sure they are keeping all the items in the order or they are not.
Q. What are the two types of order deliveries?
Normal despatch: received within 7 days. Cost: £3.99
Express delivery: received in 2 working days Cost: An additional £3.00 (Total cost £6.99) We always promote Express Delivery unless told otherwise.
Q. What is Personal Account?
Answer: A Personal Account allows the customer to obtain goods before payment is received – TRY BEFORE YOU BUY. Each month, on the same date, a statement is sent either: BY POST or EMAIL (the email advises the customer to log online to view their statement). A
Personal Account can NOT be set up at a business address as obtaining an accurate credit score would be difficult. A Personal Account CANNOT be set up on a 3rd party caller as the customer needs to agree to the terms of opening an account as this involves being credit checked
Q. What is the Financial Conduct Authority (FCA)?
Answer: Who governs all companies offering credit, ensuring we are a responsible lender and take into account the customer's credit worthiness and affordability.
Q. What is Equifax?
Answer: is our external Credit Reference Agency. They credit check a person's credit worthiness and affordability. Equifax uses a scorecard and allocates an amount to spend based on the score. The higher the score, the more credit limit is given as the customer is deemed as less of a risk.
Q. What is Consumer Credit Agreement (CCA)?
Answer: It is a legal binding document between ourselves and the customer. When opening a Personal Account, a Consumer Credit Agreement (CCA) explaining the Terms and Conditions is sent with a welcome letter on the day the account is opened. It is important that the document is signed by the customer and returned to us. If the document is not returned, we will send it out again after 60 days as well as a reminder printed on statement 2, 3 and 4.
Q. When will I receive the statement?
Answer: A monthly statement is sent on the same date of each month, unless it is a new customer, they will be sent a statement after 7 days of their first order being placed and then monthly thereafter.
The statement will advise them of their monthly minimum payment (1/25th of the outstanding balance).
Q. What are our Payments Options?
Answer: Payments can be made by debit/ credit card, cheque, postal order, giro payment, direct debit, at the bank and online. (when paying online the customer can use debit/ credit card or PayPal).
The customer can also use our autopayment line (24 hours, 7 days a week) to make a payment with debit/ credit card.
Q. How does interest works?
Answer: OPTION 1 If the customer pays for their goods in full when the statement is received, NO INTEREST will be charged.
OPTION 2 The customer decides to pay the minimum payment each month, interest will be added to the balance outstanding from their last statement at a daily rate of 0.0893 pence in the pound. APR - 37.7 variable. APR - (Annual Percentage Rate is the interest charged for the whole year). Interest is calculated when the statement is produced and added to the balance. So if a customer places further orders the outstanding balance will be adjusted to include the new order and the minimum amount to pay will be worked out over a 25-month period again.
Q. How do I easily find the address of a new customer as I create an account for them ?
Answer: In the 'Find Postcode' field - type in the house number followed by a comma, followed by the postcode. (Example: 10,BD971AD)
The system (if the address is found) will autofill the address fields. If not, enter the address manually by clicking in each address field. Click ok.
Q. What is a multi-buy?
Answer: When the customer can save £x when buying 2 or more of the same product. For example, “Save £2 on each item when you order 2 or more”. The offer is displayed in the catalogue and only applies to specific items. Do not promote a multi-buy to a Third-Party Caller.
Q. What are the exceptions of express delivery?
Remote locations, where we cannot guarantee 2 working days delivery;
If the express delivery option is greyed out;
If an item is 'low stock' and that is the only item the customer is ordering;
If an item is ''out of stock' and that's the only item the customer is ordering;
If the item is a 'direct despatch' item and that's the only item the customer is ordering;
If a Personal Account customer is in arrears or does not have enough credit availability.
Q. What happens when nobody is at home when Evri try to deliver?
Answer: The courier will try to leave the parcel in a safe place or with a neighbour.
If unable to do this, and the customer has provided an email address, the courier will trigger an update to the customer.
The link allows the customer to track and divert the parcel if they want to.
If an email address has not been provided, a paper calling card will be left.
The courier will try to deliver twice more (three times in total).
Q. What is National Relay Service (NRS)?
•This is a service provided by BT (British Telecom) and is available 24 hours a day. It is specifically for people who are deaf or hard of hearing.NRS use specially trained assistants who convert voice to text, text to voice. The customer will type what they want to say and the assistant will relay the conversation to you. You will relay the conversation to the assistant, and they will type it to the customer.
If you receive a call through NRS, the assistant will ask if you have dealt with this type of call before, if you say no the assistant will explain the process.
Q. What does “In Orderwell” means?
• The order is being processed through the warehouse management system ready to be sent.
Q. What does “In reflex” means?
• The order has been allocated to the system. Distribution Centre (the warehouse) has the order.
Q. How long will it take for the customer to receive the catalogue?
• 10 days
Q. If customer inquires about where to send the cheque for payment order and for personal account's balance
Damart Bowling Green Mills Lime Street
Bingley
West Yorkshire
BD97 1AD
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