E-Commerce Phase II Quiz

E-Commerce Phase II Objectives

• Identify steps for each queue and link accounts to cases.
• Execute procedures to resolve customer cases effectively.
• Integrate case information and communicate it to customers.

Linking an Account

• Review the case for an order number before proceeding.
• For online orders, select store example: 5999; for store orders, enter the specific store number.
• Search with customer’s email to complete consumer details and save.
• Fill out order or consignment number, category, and subcategory.
• Assign open cases as necessary; use resolution codes provided by support.
• Record notes and copy consignment details if applicable.
• Select the correct accounts, generally involving multiple consumer cases.

Email Cases

• Process in the EC Email queue involves direct customer questions.
• Assign the case to yourself and thoroughly read customer inquiries.
• Utilize ASM or SDS to gather necessary information to address customer concerns.
• Aim for first contact email resolution and ensure customer email is included.
• Select and modify appropriate email templates for customer needs.
• Verify if follow-up is required, such as for Rx issues or customer responses.
• Document the process in notes; communicate with store for return confirmations.

EC Returns

• ABB department notes under Activity confirm returns can be credited and restocked.
• Store note placements in Memos SDS if the store lacks server access.
• Only replace incorrect items, correcting prescriptions in SDS for future orders.
• Use expedited shipping for remakes covered by discount codes.
• For refunds without the original payment card, confirm bank information and issue manual refund if necessary.
• Insurance-related reimbursements require customer contact with their provider.

Replacement and Returns for Glasses and Contacts

• Both eye glasses and contact lenses have a 30-day return policy.
• Eye glasses come with a one-year replacement protection plan covering specific damages.
• Contact lenses protection only applies if the box remains unopened; lost or stolen items are not covered.
• Any changes to characteristics of glasses/contacts under protection plans are not permitted.

Return Label Process

• Create return label via UPS website, using customer information and appropriate shipping instructions.
• Verify product type, order number, and confirm details before processing the label.

EC Faxes and Prescription Requests

• Check fax attachments on Serve, linking them to customer accounts for accuracy.
• For incorrect brands, change order status to invalid Rx.
• Compose emails to store with medical records requests, using necessary templates.
• For prescription requests, ensure proper category change and follow normal email procedures.

Continued Care and External Provider Communication

• Email store results from external providers, removing appointment requirements.
• If an order status is prolonged, reach out to the ABB department for updates.
• Preferred contact for ABB is via email, specifying patient and order details in the subject line.

Voicemail and Payment Processes

• Voicemail translations may differ from actual calls; listen to calls for clarity.
• For payment failures, contact customers directly if issues arise in ASM.
• If PayPal transactions fail, cancel the order after three attempts; re-create it if still desired by the customer.

Important Reminders

• Business track is essential for managing credit/debit card transactions.
• For PayPal refunds or statuses, coordinate with store banking.
• Ensure email templates contain correct recipients and format, including full name in signatures.

Test your knowledge on the procedures of linking accounts in E-Commerce. This quiz covers essential steps such as gathering information, executing proper resolutions, and integrating customer data. Perfect for those looking to deepen their understanding of online and store order management.