E-Commerce Phase II Quiz

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Questions and Answers

What is the preferred contact method for reaching out to the ABB department?

Text message

In-person visit

Email (correct)

Phone call

What should be included in the subject line when emailing ABB?

Urgent payment issue

Entity- patient's name- order # (correct)

Feedback on service

Order status inquiry

What should be done if payment cannot be captured through ASM?

Cancel the order immediately

Email the customer for confirmation

Use a different payment method

Call the customer (correct)

How often are attempts made for payment failures?

Every 72 hours Signup and view all the answers

What action should be taken after the third payment failure attempt?

Cancel the order the same day Signup and view all the answers

What is the first step when handling a voicemail from a customer?

Listen to the actual call Signup and view all the answers

What should you do if a customer is inquiring about a refund for an order placed with PayPal?

Contact store banking Signup and view all the answers

What is the appropriate email signature format required for communication?

Your full name Signup and view all the answers

What needs to be corrected in SDS before placing the next order?

Prescription data Signup and view all the answers

What should be done if a customer wants a refund but no longer has the card used for the order?

Ask if they replaced the card and if they are with the same bank Signup and view all the answers

How long is the return policy for eye glasses?

30 days Signup and view all the answers

What does the protection plan for eye glasses cover?

Scratches and broken frames Signup and view all the answers

What action should be taken if a remake is already sent?

Close the case referring to the original Signup and view all the answers

If contact lenses do not fit, what is required for a return?

Opened box Signup and view all the answers

Which of the following statements is true regarding the insurance cards?

They require the customer to contact the insurance for refunds. Signup and view all the answers

What is the maximum duration for returning contact lenses?

30 days Signup and view all the answers

What is the first step to link an account when reviewing a case?

Select the store number if it is a store order Signup and view all the answers

In the EC Email queue, what should be verified regarding the customer's email?

The email must be included in the communication Signup and view all the answers

What action should be taken when a return case is confirmed by the ABB department?

Return the item to stock and issue a refund or remake Signup and view all the answers

When notating processes during email communications, which detail is unnecessary?

The customer's past order history Signup and view all the answers

Why is it important to select the correct account when linking an account?

To ensure accuracy in resolving cases Signup and view all the answers

What signifies that a response is needed from the customer in the email process?

Presence of a follow-up task concerning a prescription Signup and view all the answers

During the process of linking an account, which detail is not typically filled out?

Customer's social security number Signup and view all the answers

What is the ultimate goal when resolving customer inquiries in email communication?

To achieve first email resolution Signup and view all the answers

What is the correct reference number to use for a returned item?

The order number or consignment number being returned Signup and view all the answers

What is the first step in the fax process outlined in the content?

Compose email Signup and view all the answers

Which of the following statements is true regarding the return of glasses?

They go to Newpoint Signup and view all the answers

What should be done if an account is not found in SDS during a referral order?

Use the store locator for best location options Signup and view all the answers

What is required to be included in the email when sending a prescription request?

The subcategory should be changed to Prescription - Copy request Signup and view all the answers

What should be checked on the Fax queue before sending?

The contents of the attachment on Serve Signup and view all the answers

What is the proper subject line for the email when sending fax requests?

Entity - Customer's name Signup and view all the answers

What action should be taken if the customer is ordering an incorrect brand and the account is in awaiting doctor status?

Change the status to invalid Rx Signup and view all the answers

Study Notes

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.

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Description

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.