Customer Credit Memo Process

Study Notes

Credit Memo Process for Sales Associates

Initiate by asking the Sales agent for the specific SKU and quantity that requires a Credit Memo.
Review all relevant notes related to the transaction.
Verify customer eligibility for receiving a Credit Memo to ensure compliance with policies.
Confirm if the SKU is part of a set and check all associated invoices for consistency.
Check if the expiration date for the Credit Memo request has passed.
Ensure that the reason for the Credit Memo aligns with company policy.
Create the Credit Memo once all criteria are met.
Inquire if the Sales team requires assistance in linking the Credit Memo to a new invoice.
Document all pertinent details in the relevant invoices for future reference.

Reselection and Refund Procedures

Review transaction notes thoroughly to understand context and details.
Confirm the customer's eligibility for a Credit Memo.
Check if the SKU is part of a set; verify all related invoices.
Validate the reselection expiration date to determine if the request is timely.
Ensure that the reason for issuing the Credit Memo fits within company policy.
Determine if any restocking fees should be applied in accordance with the guidelines.
Create the Credit Memo after confirming all requirements.
Document all relevant transaction details within the involved invoices.

Restrictions and Prohibitions

Do not apply a restocking fee for accessory items without justification.
Avoid refunding original delivery fees as part of Credit Memo processes.
Do not schedule a Credit Memo without linking it to a new invoice or confirming with the Customer or Sales team.
Refrain from applying a restocking fee for mattresses under comfort guarantee policies.
Do not issue Credit Memos for Design Packages, as these are classified as nonrefundable once purchased.

Best Practices

Ensure the selection of the correct reason code and verify customer approval.
Reference reason code definitions to maintain accuracy in processing.
Provide customers with a reasonable timeframe for reselecting products based on discretion.
Approve refunds for accessory items within a 3-day window.
Offer approval for backordered items as needed.
Approve multiple exchanges based on individual situational discretion.

Incoming Call Procedures for Sales Department

Incoming calls from customers, whether in or out of the showroom, require adherence to specific guidelines during reselection processes.
Reselection criteria include approval for In Home Service/Stain Removal and cases of non-repairable manufacturer's defects.
The Mattress Comfort Guarantee program provides conditions for reselection eligibility.
Policy overrides may also apply under reselection policy claims.

Actions for Sales Representatives

Sales Associate must request customer information through messaging (Live Person).
Feedback must be submitted for failure to use the sales task file, particularly regarding customer follow-ups on DOD/Warranty Issues.
Comments should note the absence of credit memo requests via messaging or email task by the sales representative.

Credit Memo Creation

Credit memos should be created following the Standard Operating Procedure outlined in article # 000001033.
Reference the KB: Credit Memos – Approving and Writing for procedural guidelines.

Description

This quiz covers the essential steps involved in processing a Credit Memo for customers. Participants will learn how to verify approvals, check SKU details, and ensure compliance with policies. It's essential for sales associates to understand this procedure to facilitate successful transactions.