Podcast
Questions and Answers
What is the preferred contact method for reaching out to the ABB department?
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?
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?
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?
How often are attempts made for payment failures?
What action should be taken after the third payment failure attempt?
What action should be taken after the third payment failure attempt?
What is the first step when handling a voicemail from a customer?
What is the first step when handling a voicemail from a customer?
What should you do if a customer is inquiring about a refund for an order placed with PayPal?
What should you do if a customer is inquiring about a refund for an order placed with PayPal?
What is the appropriate email signature format required for communication?
What is the appropriate email signature format required for communication?
What needs to be corrected in SDS before placing the next order?
What needs to be corrected in SDS before placing the next order?
What should be done if a customer wants a refund but no longer has the card used for the order?
What should be done if a customer wants a refund but no longer has the card used for the order?
How long is the return policy for eye glasses?
How long is the return policy for eye glasses?
What does the protection plan for eye glasses cover?
What does the protection plan for eye glasses cover?
What action should be taken if a remake is already sent?
What action should be taken if a remake is already sent?
If contact lenses do not fit, what is required for a return?
If contact lenses do not fit, what is required for a return?
Which of the following statements is true regarding the insurance cards?
Which of the following statements is true regarding the insurance cards?
What is the maximum duration for returning contact lenses?
What is the maximum duration for returning contact lenses?
What is the first step to link an account when reviewing a case?
What is the first step to link an account when reviewing a case?
In the EC Email queue, what should be verified regarding the customer's email?
In the EC Email queue, what should be verified regarding the customer's email?
What action should be taken when a return case is confirmed by the ABB department?
What action should be taken when a return case is confirmed by the ABB department?
When notating processes during email communications, which detail is unnecessary?
When notating processes during email communications, which detail is unnecessary?
Why is it important to select the correct account when linking an account?
Why is it important to select the correct account when linking an account?
What signifies that a response is needed from the customer in the email process?
What signifies that a response is needed from the customer in the email process?
During the process of linking an account, which detail is not typically filled out?
During the process of linking an account, which detail is not typically filled out?
What is the ultimate goal when resolving customer inquiries in email communication?
What is the ultimate goal when resolving customer inquiries in email communication?
What is the correct reference number to use for a returned item?
What is the correct reference number to use for a returned item?
What is the first step in the fax process outlined in the content?
What is the first step in the fax process outlined in the content?
Which of the following statements is true regarding the return of glasses?
Which of the following statements is true regarding the return of glasses?
What should be done if an account is not found in SDS during a referral order?
What should be done if an account is not found in SDS during a referral order?
What is required to be included in the email when sending a prescription request?
What is required to be included in the email when sending a prescription request?
What should be checked on the Fax queue before sending?
What should be checked on the Fax queue before sending?
What is the proper subject line for the email when sending fax requests?
What is the proper subject line for the email when sending fax requests?
What action should be taken if the customer is ordering an incorrect brand and the account is in awaiting doctor status?
What action should be taken if the customer is ordering an incorrect brand and the account is in awaiting doctor status?
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.