When logged into Salesforce successfully we will see the dashboard. Here you must ensure we are in the correct App Launcher version

9 dots or App - Launcher we must ensure we are on Order Management

A customer's profile in Salesforce is simple. By finding the existing account, you can click edit and update any changes, such as email address, name, etc.

Remember the below details must be accurate in the customer's profile

• First Name

• Last Name

• Email

• Phone number

Once all changes are entered remember to hit save.

Creating Cases is important and required for every call agents take.

From the Customers Account in Salesforce you can create a new case, follow the steps below

Click the Create "New" button under Cases

When creating a case note we need to include the following

Contact Name - If the case was created properly through the customers Salesforce Account this should automatically entered by the sytem

Preferred Contact Method - Email or Phone

Subject - The subject should match with the Case Reason

Description - This should include the reason for the customer calling, what action we were able to complete or what is pending or awaiting approval. Any additional information that is important to the call. Abbreviations are not permitted. We should always spell check for accuracy and punctuation.

Once completed, ensure to click the "Save" button

Purchases may be returned or exchanged within 60 days of the purchase date and must be new, unused, and contain all original packaging. We will only accept used items if there is an obvious defect. Online purchases can be returned to any of our store locations free of charge. Items purchased at one of our store locations can ONLY be returned at a store location.

Other ways to return online purchases are:

Customers can head over to our Returns page where they will be guided step-by-step through the process. A $6 fee will be deducted from their refund once the return is processed.

Drop It Off – Conveniently return packages at more than 8,000 Walgreens locations. Head over to our Returns page where you will be guided step-by-step through the process. A $6 fee will be deducted from your refund once the return is processed.

PayPal is an accepted payment method in stores. We encourage customers to return PayPal online orders to our return center for a smoother process. However, if they prefer to return items in-store, it's important that they understand how the refund process works. If the customer is returning a PayPal order to a store, their refund will be issued to their card, and it will not show as a return in PayPal. Customers will then need to settle with PayPal directly. Exception: If a customer placed the PayPal (online/in-store) order in the store, the customer must return items to the original store where they made the purchase for it to be credited directly their PayPal account.  

Venmo cannot be used in the stores  (neither in-store purchases nor SHOES2U orders placed in the store). However, online orders placed with Venmo can be returned to the store, and the refund will be issued to their card. It will not show as a return in Venmo, and customers will then need to settle with Venmo directly.  

Klarna Orders: Purchases made using Klarna can be processed through the Returns Center or by returning to a store. Klarna orders returned in-store will be credited at the full item value directly to the customer. Any outstanding balance due Klarna will still be billed per the Klarna terms. For additional information about returning orders made using Klarna, please visit Klarna’s terms.

Customers often will request for a return or an exchange, when the item is in the customer's possession we will always choose - RECEIPT EXPECTED - YES. This ensures that the item will be returned back to the Shoe Carnival Returns Processing Center. Once the item is returned and processed then the exchange or refund would initiate.

Sometimes orders get lost and the item is NOT in the customer's possession, when processing approved reships or refunds in this scenario, we would choose RECEIPT EXPECTED - NO. This tells the shipping center to send out the order ASAP or initiates the order to be refunded ASAP.

Customers are able to exchange items if it does not fit and need a bigger size or different color. The customer would return the item and receive the correct size or color in exchange. Exchanges can be done within 60 days of the purchase date and must be in new, unused condition. 

Store-purchased items cannot be exchanged through mail, nor can we process an exchange in our systems. Customers who purchased at the store would need to go to one of our store locations to exchange.

To process an exchange please see below

Reshipping an order is when an order with a fulfilled status need to be shipped again.  You must obtain approval from CES or Coaches for a reship.

Please follow below the steps to properly complete a reship

1. Pull up the customer's order and click the "Exchange" Dropdown under Actions and Recommendations

2. Click the "View Action"

3. Select Order items for return and click the "Next" button

4. Enter "Return Label Email", Select "Exchange" as "Return Reason and Receipt Expected - NO, and click "Next"

5. Enter/Confirm the Shipping Address and click "Next"

6. Exchange Details - We do not edit any of the items with size or color on a reship.

7. Click "Next" Button and "Finish"

Please ensure you advise the customer we have processed the reship and provide the shipping timeframe.

Refunding an order not received is offered only with approval from CES or Coaches. Please ensure you are following the guidelines when an order is not received and order has a tracking

  You must obtain approval from CES or Coaches for a refund for an order not received.

Please follow the steps below to properly complete a refund

1. Pull up the customer's order and click the "Return Order" Dropdown under Actions and Recommendations

2. Click "View Action"

3. Select Order items for return and click the "Next" button

4.  Enter "Return Label Email", select "Return Reason" and "Is receipt expected - NO"

5. Click the "Next" button

6. Review the refund order and click "Submit"

7. Note the successful update and click the "Finish" button

Advise the customer that you have refunded their missing order, and provide clear expectations of refund timeline to the original form of payment

Please refer to the attached link for a more detailed explanation of Standard Case Reason codes.

If you have any questions, please reach out to Support for clarifications

Locate the Salesforce Account that the customer no longer wishes to use by searching with their email address.

From within the customer's account - go to :EDIT" the account (located at the top right)

Delete the customer's Phone Number from their account and "Save"

Go to the Shoe Perks Loyalty Section, on the right hand side of the customer's account and hit "Edit"